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 of our agents, loss adjusters, claims investigators; or
- our own decision on your claim
Please advise your insurance representative or staff at your local NTI office and they will help you. Find your local office here.
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 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; 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.
If you don't agree with NTI's claim 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
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.