No response from NIB. Sent another email reminding them that this is now a junk policy and referring them to their PDS.
Got another email from NIB. Best they are prepared to offer me is a credit with them that needs to be used by June 2021.
I'm pushing again, a bit harder this time. Prepared to give AFCA a shot if I don't get a positive response:
"Dear Christine,
Thank you for your most recent response to the series of enquiries I have made over the past few weeks with regard to obtaining a refund for policy number xx_xx_xx_XX. This is now the fourth contact I have had with NIB about this matter.
At this time I am not satisfied with the progress that I have made. Without prejudice, below I outline for you the salient facts and once again request that you process a refund for this policy.
1) NIB has sold a junk policy. That is a policy which NIB knows that I will never be able to use or make a claim against.
2) It is incorrect for you to state: "we are unable to cancel your policy and offer a refund." Under the PDS, NIB
IS able to offer a refund of my policy. Your PDS explicitly permits this to occur. As you appear to be unfamiliar with the PDS, I provide the relevant part of the PDS for you here:
"If you request to cancel your policy outside the cooling-off period, we may, at our discretion, refund that part of your premium paid for the unused period of insurance; we may charge an administration fee to do so."
3) NIB is aware that it is very unlikely that I or other Australian citizens will be able to travel internationally by the time that the proposed credit would expire. The offer of the credit is therefore inappropriate.
4) I am prepared to lodge a formal complaint with AFCA if this matter is not satisfactorily resolved and this email serves as the notice to you that AFCA requires.
If you are not in a position to consider this further, I urge you to refer this matter to a more experienced member of staff who is familiar with your PDS, so that the refund that I have now requested multiple times can be processed without further delay. "