NTI is proud to announce back to back wins at the Australian Insurance Industry Awards!  For the second year in a row, we were named Small/Medium General Insurance Company of the Year and Claims Service Provider of the Year.

Here's what the judges said:


Small/Medium General Insurance Company of the Year

National Transport Insurance is a supplier of specialised insurance products for heavy commercial vehicle owners and operators.  Established in 1971, it has established itself as a key researcher into truck accidents, with NTI's findings providing valuable insight into serious heavy vehicle crashes.

In 2013, NTI released a report on serious truck accidents, identifying the latest trends and causes of accidents with a cost greater than $50,000.  This research has already resulted in greater focus on certain risks to trucks and drivers.  NTI is also involved in road safety research and policy to reduce the number of accidents on the roads.

In judging, the panel cited NTI's "fantastic" attitude to customers and extremely high accident assistance satisfaction rate.  The global reach of the firm's research activities and place as an industry leader also contributed to the strength of its submission.

NTI places strong emphasis on people development, leading to a team that is committed to improvement and providing the best service to its clients.  This has contributed to solid retention and growth for the company.


Claims Service Provider of the Year

The winner of this service award for the second consecutive year is National Transport Insurance (NTI).  Their customer-centric approach has again been demonstrated through their consistent service.  They have a culture of continuous improvement and a commitment to customer satisfaction, as well as high referral levels.

The judges noted NTI's innate knowledge of the industry and their strong reputation.  This was illustrated by strong testimonials.  In 2013, NTI launched their "True Stories" campaign, which showcased and highlighted the outstanding individual service customers have received from NTI.

In 2013, NTI celebrated the 12th year of its award-winning service, NTI Accident Assist, which continued to have a 99 per cent customer satisfaction rating.  Their NTI Premium Repairer network, which includes 15 premium repairers located Australia-wide, also achieved positive results in 2013.

Surveys showed that NTI Premium Repairers were able to get trucks back on the road an average of six days sooner than other repairers due to the efficients that NTI's faster authorisation delivered and the work of NTI's Parts Team.  In 2013, NTI also launched a Lean Audit program for the NTI Premium Repairers, which was designed to increase these efficiencies even further.

NTI also launched the fourth edition of their Premium Repairer standards in 2013, which created new benchmarks for heavy vehicle repairers.  These standards focused on leading the industry in staff training, technology, equipment, administration and customer service.

Overall, the judging panel commended NTI for another high-quality submission that was demonstrative of their ongoing commitment to customers and to created benchmarks for industry standards.



NTI is proud to have been named both Small/Medium General Insurance Company of the Year and Claims Service Provider of the Year at the 2013 Australian Insurance Industry Awards.

The Awards, hosted by the Australian and New Zealand Institute of Insurance and Finance, acknowledge the highest industry standards of excellence and professionalism.

Here's what the judges had to say:


Small/Medium General Insurance Company of the Year

The Judging Panel has awarded National Transport Insurance (NTI) the Small/Medium General Insurance Company of the Year in 2013 due to their performance in a number of key areas.

NTI's understanding of the specialised needs of heavy commercial vehicle owners and operators has resulted in consistently high levels of customer satisfaction.  They achieved near perfect scores in the key areas of claims professionalism, service satisfaction, and the likelihood of referrals from their customer base in 2012.  This mirrors NTI's excellent retention of customers and subsequent industry reputation.

Underpinning these results was a clear focus on their staff through one of NTI's four key operational policies, "Be the Best Employer of the Best People".

The judges noted the quality of NTI's activities in this area including internal training, the NTI Talent Pool program and corporate support of higher qualifications and fees for staff.

There were also numerous ways in which NTI supported and influenced the image of the industry.  Examples of their advocacy included a positive contribution to truck accident research for the good of the industry and community at large via the National Truck Accident Research Centre and publication of biannual research papers.  Examples of research inluded the Major Accident Investigation Report which analysed claims data to discover trends and causes of accidents.


Claims Service Provider of the Year

The Claims Service Provider of the Year for 2013 is National Transport Insurance (NTI) in recognition of their innovation and client service within the sector of commercial vehicle owners and operators.  Their submission also outlined their high customer satisfaction for claims processing and payments.

NTI's approach features an emphasis on recruiting staff from the heavy vehicle sector to work alongside insurance experts for a complete approach to the market.  In 2012 they launched the 4th NTI Premium Repairer Standards which ensured the NTI network is leading the industry with strict requirements for training, equipment and customer service.

An innovative approach to core products is evident in the success of offerings such as NTI Accidetn Assist which achieved a near perfect rating from NTI customers.  Their customer service ethos was also evident in the continued success of the NTI PRemium Repairer scheme and NTI TruckLife, a lifetime written guarantee policy on all NTI authorised repairs.

The Judges noted that the sum of NTI's products and service added to a great customer experience and aided in getting trucks and drivers back on the road quickly, reflecting a strong customer service charter.  NTI maintains these standards with rigorous internal claims review processes designed to ensure quality control by continually evaluating processes for improvement.  Ongoing annual and monthly reviews ensure that service promises are being met.



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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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