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.

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.

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

You can phone them on their national toll free number 1800 931 678 or email info@AFCA.org.au

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