Five Years of NTI’s In-House Service Centre: How a Big Leap Became an Even Bigger Advantage for Brokers and Customers
This year marks a milestone we’re incredibly proud of at NTI — five years since we took the bold step of creating our own in-house Service Centre. What began as a daunting project in the middle of a global pandemic has become one of the strongest demonstrations of what “the NTI Way” truly means for brokers and customers.
Today, the NTI Service Centre operates 24/7 and supports multiple areas of our business, from claims and roadside assistance to supply chain operations for CoRsafe. More importantly, it consistently delivers the exceptional service experience that brokers and customers can rely on to keep businesses moving in tough times.
Why We Brought the Service Centre In-House
For two decades, NTI had partnered with an external on-shore provider to support claims and roadside. When that partner prepared to retire, we assessed the market for alternatives. But we kept coming back to one core belief: no one would care for our customers the way we do.
So, despite the timing — mid-COVID, with tight deadlines and plenty of unknowns — we made the decision to build an in-house Service Centre from the ground up. We knew it was the best way to ensure every customer was treated with care, empathy and urgency, every single time.
The project team moved quickly. Recruitment brought us exceptional talent like Brooke McKenzie, an experienced Service Centre Manager in the travel industry, who had spent the early days of the pandemic helping stranded travellers return from South America — the kind of resilience and empathy that aligned perfectly with NTI’s values. With support from across our business, we established a fully operational Service Centre in just nine months.
On 16 November 2020, at 4am in Charlestown, the team took their very first call. Five years on, the results speak for themselves.
Brooke McKenzie — Service Centre Manager, NTI
Five Years of Service That Sets NTI Apart
Today, the Service Centre has grown from one inbound line to 32, and from 22 team members to 29. Since opening, the team has handled:
- 801,655 calls,
- 145,000+ cases, and
- an average speed to answer of just 37 seconds, placing NTI in the top 10% of contact centres in Australia.
Customer satisfaction remains consistently high at 4.8/4.9 out of 5, and staff turnover sits 10% below industry standard — a testament to the culture the team has built.
For brokers, this means faster responses, more proactive solutions, and an assurance that your customers are genuinely supported at every touchpoint.
The Difference That Really Matters
What makes NTI’s Service Centre unique is not just operational performance — it’s the care behind every call.
The team’s structure and discipline are essential. Their day is tightly scheduled, breaks are planned, and every minute is dedicated to supporting customers and partners. But it’s what they do beyond process that truly sets the standard.
The Service Centre consistently delivers the kinds of stories brokers can confidently share with their customers — real examples of NTI stepping in, solving problems, and keeping people safe and supported.
As our brokers know well, those stories are often what differentiates one insurer from another. And this team creates them every single day.
Case Studies: Extraordinary Service in Action
Below are three examples you can share with customers to demonstrate what the NTI experience truly looks like.
CASE STUDY: A Bus Breakdown in 40-Degree Heat
How care beyond the call kept vulnerable passengers safe.
A regional Victorian bus carrying 20 elderly passengers broke down in extreme heat. After arranging the tow — something any roadside provider would do — our consultant asked a crucial extra question: “Who is on board, and do you have what you need?”
Learning that the elderly passengers had no water, our consultant rang the nearest IGA and organised water to be delivered to the stranded group. They then arranged taxis to take passengers to safety.
The next day, a passenger wrote to say many had been too frightened to continue going on bus trips — until this experience restored their confidence that help would be there if something ever went wrong.
CASE STUDY: Floodwaters, a Disabled Passenger, and a Family Dog
Compassion and persistence during a life-threatening emergency.
In 2022, consultants remained on the line for many hours as emergency services worked to rescue a man, his disabled brother and their dog from rising floodwaters in northern NSW. Our team stayed with them throughout, offering reassurance and a listening ear, and coordinating support until they were safely evacuated.
It remains one of the most powerful examples of customer care delivered the NTI Way.
CASE STUDY: Claims Support When It Matters Most
Empathy and practical help for a young driver after an accident.
When a 19-year-old driver was involved in a distressing accident far from home, her mother contacted NTI to express heartfelt thanks for the empathy shown by Kathy, one of our longest-serving consultants.
Kathy worked on the case for over an hour, coordinating multiple calls with First Contact Management and researching accommodation options — ensuring the family felt supported, informed and genuinely cared for.
For brokers, this is exactly the level of claims support your customers receive when they’re insured with NTI.
CASE STUDY: Initiative That Delivers Better Outcomes
Proactive investigation leads to faster solutions for rental fleet customers.
When an AVIS Budget truck experienced tail lift issues, consultant Renai couldn’t reach the after-hours service provider. Drawing on her experience, she investigated past case history, contacted a local Isuzu dealership familiar with the same vehicle and arranged help directly.
AVIS Budget praised her determination, initiative, and focus on getting the best outcome for their customer — a perfect example of how the Service Centre solves problems others may miss.
Looking Ahead
Five years in, our in-house Service Centre is more than an operational decision — it’s an investment in supporting our brokers and keeping our customers safe, informed and cared for around the clock.
We’re immensely proud of the team’s commitment, professionalism and heart. And as we look toward the next milestone, one thing remains certain: every NTI customer you place with us will continue to receive service that goes far beyond expectations.
Happy 5 Year Anniversary NTI Service Centre
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