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This Financial Services Guide (FSG) has been designed to provide information about the Insurers, Issuer and Distributor of the financial services you receive on-line.

NTI Shipping and Delivery Insurance product(s) 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 230 859 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.  NTI Limited (NTI) Registered Address: Level 29 400 George Street, Brisbane QLD 4000; or P O Box 13550 GEORGE ST  Queensland 4003  Phone (07) 3292 9800; Fax: (07) 3292 9900.

On behalf of Total Freight Logistics Services ABN 95 150 851 773 as Distributors of NTI Shipping and Delivery Insurance, NTI is responsible for the content of the Product Disclosure Document (PDS) and Financial Services Guide, and has authorised its distribution. Where an insurance policy is arranged for you, you will receive a PDS and FSG when required. The PDS is designed to provide important information on the relevant risks, significant features and benefits of the policy and is designed to assist you in making an informed decision about whether to buy the product. It may consist of more than one document.

You will need to consider whether or not the product suits You as we have not taken into account your individual objectives, financial circumstances or needs. Before you make any decisions about the product, you should read the PDS carefully to ensure that it is suitable for you and seek independent advice.

The premium for the NTI Shipping and Delivery Insurance policy is payable to National Transport Insurance as the issuer.  NTI is also remunerated by the 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 230 859 each holding a 50% share, for providing services on behalf of NTI. This is a percentage (exclusive of GST) of the premium that you pay for an insurance policy and is only paid if you buy a policy. Total Freight Logistics Services is remunerated for partnering with NTI Shipping and Delivery Insurance programme.

Employees receive an annual salary which may also include bonuses and/or other incentives, which can be based on performance or other criteria. The remuneration is included in the premium you pay.

If you would like more information about the distribution remuneration that NTI and its Total Freight Logistics Services employees/ representatives receive please contact us. This request should be made within a reasonable time of viewing this FSG before You select the financial services on-line.

Where a third party has referred You to Us, we may share with them part of the amount of commission or fees we receive in relation to the relevant product or service we provide to You or pay them an agreed referral fee.

NTI is covered under professional indemnity insurance that complies with the requirements of the Corporations Act.  The insurance (subject to its terms and conditions) will continue to cover claims in relation to NTI whilst partnering with Total Freight Logistics Services and any of its representatives/employees even if they no longer work for it (but who did at the time of the relevant conduct). If you have a complaint or dispute arising out of this insurance, or our employees, representatives or service providers, please call NTI Customer Care on 07 3292 9952 and send it to NTI Customer Care, PO Box 13550 George Street QLD 4003. e:customercare@nti.com.au 

Resolving Your Complaints

What You do and who You contact if You have a complaint or dispute involving Us:

If You have a complaint about Your insurance policy, decisions on Your claims or any of the services You have received from Us or one of Our representatives, You may access Our Complaints process.

The first step is to contact Your closest NTI office or You can contact Us by calling 1300 308 080.  Your call will be directed to an appropriate person who can assist you. NTI’s details can also be obtained by visiting www.nti.com.au and a brochure on Our Dispute Resolution System is available from all NTI offices.

Complaints

Once You contact Us, Our staff will help You in every way they can.  We will acknowledge receipt of Your complaint promptly or as soon as practicable. We will communicate Our response taking into consideration Your preferences of communicating with Us.  If You are not satisfied with the outcome, Your complaint will be referred to the staff member’s supervisor who will deal with Your complaint promptly.

Dispute Resolution

If You are still not satisfied Your complaint can be handled through Our Internal Dispute Resolution service by a different employee who has appropriate experience, knowledge and authority to conduct a full review.  We will provide You with details of Our dispute service and will refer You to a Supervisor or Manager to manage Your complaint. Your complaint will then be treated as a dispute.  We have 30 calendar days to respond from the date that Your complaint is received. Our response will include:

  1. reasons for Our decision;
  2. information about how to access Our External Disputes Resolution (EDR) Scheme; and
  3. notify You of the time frame within which You must register Your dispute with the EDR Scheme, (usually within two years of Our final decision).

Privacy

Privacy is important to us and NTI’s Privacy Statements is committed to ensuring the privacy and security of your personal information. They adhere to the privacy legislation and this is set out in your PDS.

You can contact Us using the contact details outlined in this document or its website www.nti.com.au and www.tfls.com.au

This FSG was prepared on 1 October 2020.

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