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NTI's Dispute Resolution Process


NTI has a well deserved reputation for providing quality products, good customer service and for settling claims promptly and equitably. Each claim is treated on its merits and paid with the terms of the policy. Our philosophy is to look for ways to pay valid claims and not reject on minor technical grounds or create undue delays.

However, in the unlikely event that you are not satisfied with:

  • one of our products;
  • our service;
  • the service of one our agents, loss adjusters, claims investigators; or
  • our decision on your claim

please advise your insurance representative or staff at your local NTI office and they will help you. Contact details can we viewed on www.nti.com.au.

If our staff are unable to satisfy you, then they will refer the matter to a person who has the authority to deal with it as soon as possible; usually within 24 hours.

If you are still not satisfied, the matter can be handled through our Dispute Resolution Process. Our Dispute Resolution Process is completely free of charge to all our customers.

HOW TO HAVE YOUR COMPLAINT REVIEWED

Simply ask the Manager you are dealing with to refer the matter to a Dispute Resolution Officer. The Dispute Resolution Officer will investigate and try to reach a satisfactory outcome on your behalf. You will be advised in writing of our final decision; normally within 15 working days.

Our participation in the Dispute Resolution Procedures conforms to the requirements of the General Insurance Code of Practice. The Australian Financial Complaints Authority (AFCA) is responsible for monitoring compliance with the General Insurance Code of Practice.

IF YOU DO NOT AGREE WITH OUR DECISION

If you do not agree with our decision, you can refer your dispute to the Australian Financial Complaints Authority (AFCA). AFCA is available to customers and third parties who fall within their Terms of Reference (TOR). AFCA will notify you as to whether their TOR covers the dispute in question.

The contact details for AFCA are:

Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001

National Toll Free number: 1800 931 678

Email: info@AFCA.org.au

Web: www.afca.org.au

 

IMPORTANT

You must make contact with the AFCA within two (2) years of receiving our final decision.

ALL OTHER DISPUTES

You may seek external assistance which best suits your needs (e.g. legal advice, arbitration, consumer affairs etc).

If you need any help in understanding how our Dispute Resolution Process operates please contact NTI.

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Insurance products are provided by National Transport Insurance, a joint venture of the insurers Insurance Australia Limited trading as CGU  Insurance ABN 11 000 016 722 AFSL 227681  and AAI Limited Trading as Vero Insurance ABN 48 005 297 807 AFSL 230859 each holding a 50% share. National Transport Insurance is administered on behalf of the insurers by its manager NTI Limited ABN 84 000 746 109 AFSL 237246.
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