Member Support FAQs
Customer support FAQs
We’re receiving more enquiries than usual, so it’s taking us a little longer to respond. Processing times can vary depending on your request. Over the past year, the number of claims we receive has increased by 24%, and the number of claims received per policy has also risen. This increase has had an impact on our response times.
In the meantime, through the My nib app or the member portal at nib.co.nz, you can make a claim, request a pre-approval, view your cover details, update your personal or payment information, or send us a message. It’s quick, easy and secure.
We’ve added more team members and are improving our processes to make things faster and smoother for you. Thanks for your patience while we work hard to get back to normal.
Providing all the required details and documents when you submit your claim or enquiry really helps speed things up. Missing or incomplete information can cause delays. We’ve added more team members and are improving our processes to make things faster and smoother for you.
You’ll receive an email and/or a text as soon as we receive your claim. If it hasn’t been processed within a week, we’ll send you an update to keep you informed. Once your claim is finalised, we’ll notify you right away. If we need any more information from you, we’ll reach out directly. We’ve added more team members and are improving our processes to make things faster and smoother for you.
If you have an adviser, they’re the best person to speak with. You can also log in to the my nib app or the member portal at nib.co.nz to request a policy review, change your excess, or request a call.
Please note that it may take us a little longer than usual to respond due to current service delay.
Co-payment FAQs
We recently introduced a limited range of co-payments on some policies, which only apply to certain diagnostic procedures and specialist consultations. Where this applies, you’ll need to pay a percentage of the eligible claim cost and we’ll cover the rest. Not all diagnostic investigations will have a co-payment applied - you can check What Am I Covered For? to see how these changes may affect your cover. Note that surgical and treatment benefits, such as in-patient cancer treatment and private hospital admissions, are unaffected and we’ll still pay 100% of the eligible costs.
If your policy is affected, you’ll get an updated policy document with all the details.
At nib, we recognise that putting through high premium increases year-after-year can’t be the only approach to tackling this challenge and ensuring we can continue to provide the cover you need, when you need it. At times, this can mean making changes to our products - in this case that has included introducing a limited range of co-payments. To find out if your policy now includes a co-payment on diagnostic procedures, you can check the Diagnostics Schedule to see whether your diagnostic investigation is 100% covered. Please note specific terms and conditions may apply
In short - no. Co-payments will only apply to certain diagnostic procedures and specialist consultations. There are a range of diagnostic investigations that will not have a co-payment applied - you can find them listed on the Diagnostics Schedule. It’s important to note that surgical and treatment benefits, such as in-patient cancer treatment or diagnostic tests or specialist consultations while admitted to a private hospital, are unaffected and we’ll still pay 100% of the costs. Please refer to your policy document for full details.
If a covered procedure like a CT scan costs $2,000, a 20% co-payment will be applied first — that’s $400. The remaining $1,600 is then subject to your excess, if you have one. If your excess is $500, this will be deducted next. We’ll cover the remaining $1,100 and you’ll pay a total of $900 toward the cost of the CT scan.
If your policy is affected, we will have been in touch to let you know and to provide an updated policy document with all the details. You can also login to the my nib app or portal to view your up-to-date policy document at any time.