The secret sauce of NTI’s success

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A recipe refined through both good times and bad underpins NTI’s reputation for innovation, accountability and all-round excellence – leaving the impression that there’s the high road, the low road and the NTI road

IN AN industry in which claims can make or break reputations, NTI stands out not just for its expertise but for a culture that sets it apart. It has forged its workplace ethos into what chief people and claims officer Kerrie Challenor calls the insurance provider’s “secret sauce” – a blend of corporate professionalism and team spirit that fuels both employee satisfaction and client trust. “We describe it as a team feel with a corporate edge,” Challenor explains, outlining NTI’s unique culture. “We also have a bit of fun along the way.” NTI’s success and reputation in the transport and logistics sector is a direct result of a culture that prioritises values like trust, innovation and ownership. By fostering a work environment in which employees are empowered and valued, NTI has built a team of experts who not only understand the intricate needs of their clients but are also committed to exceeding expectations. This culture-first approach has enabled NTI to maintain a 90% employee retention rate and earn accolades for its comprehensive wellbeing and professional development programs, all while delivering exceptional service to its clients.

The vehicles, vessels and equipment NTI’s customers rely on have become safer, faster and cleaner. The cargoes they carry are now more delicate and time-sensitive than ever before. With over 50 years’ experience in the insurance industry, NTI has always been successful in finding new ways to keep its customers moving, across the heavy vehicle, mobile plant and equipment, and marine industries. Its combination of tailored products, experienced people, accredited repair and recovery networks and industry advocacy has seen NTI ranked as Australia’s #1 specialist insurer. Yet insurance is just a piece of paper, a promise. It’s not until you really need an insurer that you understand its point of difference – the NTI Difference.

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A staff retention rate to brag about

NTI

90%

“We structure our business to ensure that extraordinary claim service is our ordinary”

Kerrie Challenor, NTI

At the heart of NTI’s approach is a set of core values that guide every aspect of the company’s operations. Trust, imagine, exceed, thrive and “#own it” are the pillars that support NTI’s ethos. Challenor emphasises the importance of these values in day-to-day operations. “Our culture is built around our values … we trust each other to imagine, exceed and thrive.” NTI has woven these values into the fabric of its daily operations, creating a work environment that encourages

innovation, accountability and excellence. This culture-first approach has tangible benefits for NTI’s clients. The company’s claims team, comprised of experts who are upskilled and developed professionally, is empowered to make decisions and resolve claims quickly. The team’s agility and expertise translate directly into better outcomes for clients, reducing downtime and getting vehicles back on the road faster. “We structure our business to ensure that extraordinary claim service is our ordinary,” Challenor states.

finalist for the Best Health and Wellbeing Program at the 2023 Australian HR Awards. But NTI’s commitment to its employees goes beyond benefits. Professional growth is a key focus, with the company investing heavily in the development of its people. “All of our technical insurance people, claims, underwriting, sales are required to complete their formal insurance qualifications. We support them financially and with time to study,” Challenor explains. This investment in employee development pays dividends in terms of both employee satisfaction and service quality. Team members who feel supported and see a clear path for growth are more likely to stay with the company and perform at their best. NTI’s commitment to internal growth is focused on making sure team members are learning and in jobs that round out and expand their respective skill sets. “Every year, we promote or transfer 30% of our people into new roles internally,” Challenor reveals. This focus on internal mobility not only provides opportunities for employees but also ensures that institutional knowledge is retained and spread throughout the organisation. The company also has a unique ‘Grow Your Own’ program – it engages college students or people without insurance experience and introduces them to the business through a tailored training program. This approach allows NTI to cultivate talent from the ground up, instilling its values and culture from the start.

NTI’s commitment to excellence extends beyond its office walls. The company is deeply involved in community initiatives and industry engagements that tie back to its core business. This engagement serves multiple purposes: it allows NTI to give back to the community, provides valuable learning opportunities for its people and helps raise the company’s profile in the industry. “Last year, for example, members of our claims team attended and presented or exhibited at over 100 events nationally, ranging from insurance conferences to professional development days, transport logistics, industry events and NTI-led educational experiences,” Challenor says.

These events aren’t just about networking. NTI uses these platforms to provide unique, hands-on experiences for insurance professionals. From heavy-vehicle rollover demonstrations to manufacturing plant tours and port visits, NTI offers insights that go far beyond typical industry events. Challenor is particularly enthusiastic about these initiatives. “Getting people to physically see and have a real-life experience is extraordinary,” she says. One particularly innovative initiative is NTI’s heavy-vehicle rollover demonstrations. The company takes a group of brokers to a repair facility and a tow operator demonstrates how a large truck or tanker is righted following a rollover accident. This gives insurance professionals a visceral understanding of the complexities involved in heavy-vehicle accidents and recoveries. NTI also organises tours of manufacturing plants, where brokers can see first-hand how trucks are built. “It’s quite an extraordinary thing to experience,” Challenor says. “To actually walk along the production line watching them put the different truck parts together.” For its marine insurance arm, NTI provides private access tours to Australia’s largest and busiest commercial ports. These tours, hosted by claims team members, give brokers an inside look at port operations and the intricacies of marine cargo handling. These initiatives serve multiple purposes. They provide valuable education to industry professionals, showcase NTI’s expertise, and give the company’s team members opportunities to share their knowledge and engage with the broader industry.

Professional Business Meeting At Bright Beige Office

Nurturing talent

Beyond the office

Published 07 Oct 2024

“We really understand our customers’ needs, risks and challenges. We know what keeps them up at night, and we know that because many of our people have lived that experience first-hand”

Kerrie Challenor, NTI

Insurance industry average

78.3%

Source: NTI

Source: Hays Salary Guide survey, 2024

Team culture

82%

Top six reasons employees will stay with their employers

81%

Job security

64%

Continued remote or hybrid working

63%

Other flexible working benefits

63%

Benefits

63%

Organisation’s strategy

NTI core values

One of NTI’s unique strengths lies in its diverse workforce – NTI embraces “an alchemy of diversity”. Many members of the claims team come directly from the transport and logistics industries, bringing a wealth of real-world experience to their roles. This magical mix of industry knowledge is a crucial differentiator for NTI in a competitive market. “Our teams are made up of passionate transport and logistic experts who come straight out of industries that we support, from mechanics to truck drivers to ops managers,” Challenor explains. “They bring all of that expertise, insight and knowledge with them.” This first-hand industry knowledge translates to a deeper understanding of clients’ needs and challenges. It’s not just about managing claims; it’s about truly grasping what matters most to customers. When a claim comes in, NTI’s team don’t just see paperwork – they understand the real-world implications for the client’s business. Challenor believes this connection to the industry sets NTI apart. “We really understand our customers’ needs, risks and challenges. We know what keeps them up at night, and we know that because many of our people have lived that experience first-hand.” This industry knowledge also allows NTI to anticipate potential issues and provide proactive solutions. For instance, the company’s understanding of the complexities involved in heavy-vehicle accidents has led to the development of specialised processes that expedite claims handling in these situations.

The impact of industry knowledge

With a retention rate that would make most companies envious, NTI’s approach to talent management is worth examining. The company’s 90% retention rate is significantly higher than the industry average. Challenor attributes this success to NTI’s comprehensive benefits program and focus on professional development. “We prioritise keeping our ‘Nurtured by NTI’ Benefit Program relevant and meeting real-world needs,” she says. The program focuses on four key pillars: financial wellbeing, health and wellbeing, lifestyle and professional development. This holistic approach to employee welfare has earned NTI recognition, including as an Employer of Choice and as a

industry awards for Underwriting Agency of the Year and Claims Team of the Year (for the second consecutive year). These accolades serve as external validation of NTI’s approach and help to reinforce the company’s culture internally. This success creates a positive feedback loop. As Challenor puts it, “People see that, and they know that culture plays a big part in our success. So they see that they’re part of an award-winning team. They want to continue to be part of an award-winning team.”

Maintaining culture as the business grows

As NTI continues to grow, maintaining its strong culture is a top priority. Challenor acknowledges that it’s an ongoing challenge but one that the entire company is committed to addressing. “We’re all really, really conscious of how precious our culture is, and how we need it to remain the way it is,” she says. “It’s a challenge as your business grows.” NTI’s approach to maintaining its culture involves regular engagement surveys, transparent communication and a bottom-up approach to problem-solving. This contrasts with the traditional position of many companies in the insurance industry that flounder when it comes to engaging staff.

“We don’t assume the responsibility for it ourselves as executives, and we don’t assume that our people will resolve the problem without help. We all work together,” Challenor says. This collaborative approach to problem-solving is a key part of NTI’s culture. When issues are identified, whether through engagement surveys or other feedback mechanisms, the company works closely with teams to develop solutions. This process is treated as a project, with regular reporting and accountability measures in place. Transparency is another crucial element of NTI’s culture maintenance strategy. The company shares its financial numbers, project progress and other key information with employees. This openness fosters trust and helps employees feel connected to the company’s overall mission and goals. NTI’s success in maintaining its culture is evident in its continued industry recognition. The company recently won

It’s clear that NTI’s unique culture will continue to be a key differentiator going forward. In an industry that’s increasingly driven by technology and automation, NTI’s focus on people – both employees and clients – sets it apart. The company’s commitment to continuous improvement is evident in its approach to innovation. Challenor mentions a claims-related idea that won an industry award a few years ago. While the idea hasn’t been implemented yet due to technological constraints, it’s still on the radar and will be incorporated into future plans. Other firms might have put such an idea in the ‘too-hard basket’ and let it gather dust, but the long-term view and commitment to innovation, even when implementation isn’t immediately possible, is characteristic of NTI’s more organic approach. In an industry often characterised by impersonal interactions and complex processes, NTI’s focus on culture and a people-first approach offers a refreshing alternative. By fostering a workplace in which employees feel valued and empowered, NTI has created a virtuous cycle of excellent service, satisfied customers and engaged people. “It is actually something that has grown over years and years and years of treating our people with respect, always putting our people first, caring about our people, supporting our people, doing the right thing by our people all the time. If you do that over a long period of time, you build a sensational culture.”

Looking to the future

National Transport Insurance is an equal joint venture administered on behalf of the insurers (CGU Insurance ABN 11 000 016 722 AFSL 227681 and Vero Insurance ABN 48 005 297 807 AFSL 230859) by its manager NTI Limited ABN 84 000 746 109 AFSL 237246. National Transport Insurance is an equal joint venture administered on behalf of the insurers (CGU Insurance ABN 11 000 016 722 AFSL 227681 and Vero Insurance ABN 48 005 297 807 AFSL 230859) by its manager NTI Limited ABN 84 000 746 109 AFSL 237246.

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