nib New Zealand Reviews

[Edit] I'm bumping this up to a three because I *eventually* got through to someone who sorted everything for me within literally five minutes. If only I'd gotten him first time!

I've been a nib customer for a few years now, and for the first time, I need to make a claim. I messaged through the My nib portal to ask about some of the mechanics of the process about a week ago. Nobody ever replied, and I've just been sent the "we've closed your ticket, how would you rate our service?" email. Naturally, the answer was 'zero, across the board'. Very disappointing.

Very poor service. When you send an email they say they will answer in 7-10 working days. Do they - no. Why are they 7-10 days behind constantly? Why not employ more staff and catch up? Then tried to call - phone system sends you round in circles. None of the options applied, and there is no option to speak to an operator. Pay this company sooo much in insurance, and they need to get their act together with customer service.

very good customer service. Straight forward process on claiming. Beats Southern Cross hands down.

NIB your service is appalling, I have rung through for the last three days and been put on hold for 40 minutes and gave up; I have emailed you from mynib 3 days ago and had no response! what will it take to speak to someone?

I rarely write reviews, especially for big corporations and even more for insurance but I feel I have to here. I arrived in NZ in September and I'll be here for a year. I have pre existing injuries that I haven't been able to sort out and only now can I see doctors and have it seen to. I waited the cooling off period (2-3 months depending on your condition) and have had no problems making a claim. I use the app on my phone - take a photo of the receipt and send it through. For the monthly fee, I'm definitely getting my money's worth.

Getting to the customer care representative is next to impossible. Have to wait for an era to get hold.

Been paying fees for over 7 years and when I need the support, they are extremely difficult to deal with. Ignorant and arrogant company. Will strongly recommend to join other insurance company actually values the money.

This is just because a nib insurance broker had a meeting at my work and very obviously had the flu, like seriously, I don't want your grose germs you inconsiderate human.

Save your money or go elsewhere. They refuse to cover services that are explicitly covered in their policy. Will never give them another cent.

Tried to get a hospital cover for 12 bucks a week , at the paying step they raised the cost to 14 ?
What is the sense of these tricky moves?!!
Disappointed

Unfortunately, being an existing policy holder with NIB, I am unable to give a good review because I waited for 35 minutes for customer service support through phone and yet no response and my issue not fixed. So imagine if you have a emergency related medical claim and needed the support. Quick sales support, but customer service support definitely need improvement. #stuffnz

Dear NIB,
Annoyed and frustrated with your services. Last year you made an enquiry to my GP about my medical records, and my GP charged $75 for the admin work.
NIB didn t pay this for the whole year and GP sent me to notice for credit collections and all this while I didn t even know what is going on until my GP informed me about it.
The enquiry about my medical records was made without my permission. Explain? I have provided all the necessary information to NIB s representative over the email. If more information was required my permission should have been taken. Even if I ignore this NIB failed to pay it is due $75 to my GP.
I had to call NIB and sort this out reimbursement for my GP. Were NIB ever planning to rectify their mistake? or NIB was waiting for a customer to make a call.
For the whole year payment wasn t made. Seriously one year, was not enough time to rectify your mistake? I finally decided to cancel my policy with NIB forever.
Also, I advise people to look elsewhere for medical insurance.
And then there is another issue where your customer care representative only shares half information with the customer. So much lack of transparency.

Sorry, have to agree with a lot of these comments. I get the basic insurance through work and have rung NIB today to ask a question. I'm still on hold 48 minutes later. Very poor customer response time. Really pleased I am not paying for this policy.

You're better off saving your money and paying privately than going with this useless excuse of an insurance company. Honestly the worse customer service and hidden terms that they don't disclose.

I've given these clowns 13 years worth of premiums, made no claims yet can get absolutely no assistance from them regarding the products I pay them for. Choose you insurer wisely. I haven't.

It was bad enough they made duplicate of my policy and now you want me to pay so thing I font know? I've already ended my policy 2 months ago and you just emailed my today that I have debt to you? You took too long to get the phone call, didn't approve my tooth extraction even when I'm in pain, and now you want me to pay something that I don't know? Nah, don't go to this insurance provider ever.

Really great service, found the staff sincere & very helpful. A huge thanks to Jovish who was really professional in addressing our concerns and made sure he was always there for help. We had no problems with what we had to send in for our claim and happy with the outcome. Would & have recommended NIB to our family & friends.

2 weeks ago. . service has been terrible.... nobody got back in touch. Today the person I saw was efficient and awesome!!... shouldn't have taken this long.

Takes forever to get a response to my emails!!! , online website slow and too confusing when allI want do is make a simple claim?I will be moving to Southern Cross and letting everyone know not to get insured with this terrible company

I needed surgery last year and NIB came to the party. The only things they refused to pay for were the prescriptions and initial GP visit as apparently those require additional add-on's to my policy. While I could gripe about the $70 or so I missed out on, I would rather complement them on the prompt service when I needed it. I needed emergency surgery that our public system wouldn't cover, and they paid the $18k or so with no problems. My advice though with all insurance: get a broker and read the policy wordings.

Takes too long to get a response to email queries and call back do not occur.
Judging by the comments and reviews this has been a long standing issue. i would suggets hiring more staff.

Insured with Nib.. Great service...claimed through the app by uploading a few pics and paid out the following day. Very impressed with the speedy service.

Very efficient service and polite customer service team.

Terrible company to deal with. They do not answer messages when they are sent. The wait time for a pre approval is abismal and I can't seem to get a straight answer out of them for a simple question.
Thankfully it's only my husband who has medical insurance with them..I'm with the opposition and have no issues and they are very easy and simple to deal with.

Wait times are in the hours for phone calls.
Pre-approval took 11 days.
It's been 5 days since I sent an invoice for a pre-approved claim and it still hasn't been paid!
Service is frustratingly slow, hours are wasted trying to make contact and wait for action.
Communication is apalling because you can't get in touch with them. There is no way they could respond to anything urgent with these insane processing times.

Always had good experiences with NIB! They've covered alot in the short time that I've had my policy

Easy to join, nightmare to leave.
I need cancel my policy because I've left the country.
"Message us" on their website looks broken. Sending an email to contactus address takes forever to take a reply. Then to cancel they have to contact you. There's no way to change your phone number to a foreign one and there's no way to change your address. So I don't know how they will contact me. In the meantime they still take my money away.....................
A simple "Cancel" button in my user account on the website would make everything MUCH EASIER. Too easy?...

Been on the phone for over 25 minutes listening to fuzzy static horrible songs. Horrible service. AT LEAST give me the option to be called back when its y place in line.

I signed up to help insurance just incase I ever needed it. After a while I got very bad virtgo and needed to see an ENT specialist (Ear, Nose, throat) but was told I was only covered for a specialist if it resulted in surgery. This rules out a fair amount of specialist appointments. I have canceled my cover and am saving my money so I have it when I need it.

Long story short biggest waste of money.
Unreliable and poor communication.

I've been a policy holder from 2015 to 2021.
6 years. Currently I'm paying around $61 a month. I had requested a pre approval for and ultrasound probably going to cost around $500 and was denied because I'm not covered. According to the Nib chart there are three types of covers based on their buzz words. Easy Health (ultrasound not covered) Ultimate Health (ultrasound covered) , and Ultimate health max (ultrasound covered)

My policy on the online sign in is 'Ultimate Health'.. .but stated by Nib they class it as a Basic plan????
Therefore they don't cover a ultrasound diagnosis. Feels like an absolute run around. Either this is the game they play and they know they can get away with it. Or they have got it wrong.

What a waste for two hours waiting on the phone. One week waiting for a pre approval.
6 years of payments.

Online claim methods not user-friendly and apparently there is no one to answer the phone.

4 years of paying top cover for my children, required 1 specialist appointment and it was declined. Because, NiB appears to have a clause for everything to ensure they dont actually have to pay anything out to anyone. Worse still, I tried to cancel their policy, and they are still taking the direct debit from my account. Dishonest, money grabbing thieves.

Horrible experience. I have been paying over $3,000 to this company over the past 2 years for a health insurance. I never contacted them until last week. It was just a simple questions about if the physio is covered by my policy: it took me an hour to talk to someone - and the response was completely unclear. The only useful information was: It is recommended to pay from my own money and apply for a reimbursement later. Otherwise, I will have to wait for 5 working days for a response.

Glad that I did not follow their advice. I was very patient - cancelled my appointment with the physio and waited NIB. The answer was no - physio is covered but only those registered with NIB. I was asked to talk to a NBI consultant but I only got a name - no direct line or email address. I had to wait another hour to talk to someone at NIB, but the consultant was unavailable at that time. Finally, I ran out of patience and cancelled the policy.

I would never recommend anyone to this company at all.

These people are making me grumpy. A little precise communication goes a long way in keeping your customers happy.

45 minutes on the phone and no answer .. increased my policy 10$ without informing me ..

Probably one of the worst insurance companies I have dealt with. To make a claim more than just a casual drs fee is like pulling teeth and then you don t even get much cover for that.