DISPUTE RESOLUTION PROCESS
NTI pride ourselves on our reputation for providing quality products, good customer service, and for settling claims promptly and equitably. However, in the event that you are not satisfied with:
- one of our products
- our service
- the service of one of our agents, loss adjusters, claims investigators; or
- our own decision on your claim
Please advise your insurance representative or NTI employee at your local NTI office and they will help you to resolve your complaint please call us on 1300 308 080.
You can also find your local office here. If you need assistance with communication, please let us know and we can assist in providing a service to support you.
If you are not satisfied with the outcome of your complaint you will be referred to a person who has the authority to deal with it as soon as possible.
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 NTI 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 and we will respond within 30 days from the date your complaint was received. NTI has adopted the General Insurance Code of Practice. Our participation in the Dispute Resolution Procedures conforms to the requirements of the General Insurance Code of Practice.
If you don't agree with NTI's claim decision
If you are not satisfied with our handling or outcome of your dispute, 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).
Time limits apply. It is important to know, you must make contact with AFCA within 2 years of receiving our final decision.
The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
National Toll Free number: 1800 931 678
It is important to know, you must make contact with AFCA within 2 years of receiving our final decision.
NEED HELP UNDERSTANDING HOW OUR DISPUTE RESOLUTION PROCESS?
One of our friendly claims associates will happily help you understand your rights.
Call us on 1300 308 080
If you have a complaint about your NTI claims experience, please read our dispute resolution process to understand your rights and our responsibility.
If you wish to contact NTI about your complaint please call us on 1300 308 080