Inside NTI’s people-first approach to claims excellence
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Insurance provider’s consecutive industry awards highlight commitment to customer outcomes and specialist expertise across Australian commercial markets
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WHEN RICHARD BUSHELL and David Rau happened to be in regional South Australia, neither expected to become part of a story that would perfectly illustrate why their employer keeps winning industry awards. A serious truck rollover involving a fully loaded B-double had just occurred, and both NTI managers were close enough to respond immediately with support from local claims consultant Liam McDonough.
“[They] were in the region at the time and immediately attended the site alongside the insured’s management,” explains Mary-Ann van Rensburg, NTI’s head of claims operations. “Their priority was the welfare of the driver, who was transported to hospital with trauma counselling arranged, before turning their attention to recovery and business continuity.”
This hands-on response reflects a corporate culture that’s been instrumental in delivering NTI an unprecedented sweep of industry recognition. The insurance provider has claimed the 2025 Mansfield Award for Specialty Claims Excellence for the third consecutive year, while also securing the ANZIIF Australian Insurance Industry Awards for Claims Team of the Year (third consecutive year) as well as Underwriting Agency of the Year (second consecutive year), making it clear there are no gaps.
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 string of industry accolades
third consecutive year
2025 Mansfield Award (Speciality)
“Unlike many competitors, we have dedicated in-house specialists who understand the complexities of commercial transport, logistics, construction and marine industries”
Mary-Ann van Rensburg,
NTI
While the truck rollover was an accident, NTI’s response was anything but. By putting managers with industry know-how on the ground, backed by national partnerships and a culture that prizes care and accountability, the insurance provider demonstrates why it continues to dominate awards season. For NTI, accolades like the Mansfield and ANZIIF prizes are proof that a strategy built on expertise, presence and people translates into business continuity for customers when it matters most.
One key difference between NTI and its competitors is that NTI’s national footprint translates into real-world customer support when it matters most. While other firms rely on third-party providers, NTI’s local managers can coordinate immediate response and recovery.
“David coordinated the clean-up and towing, arranging for the load to be transferred onto another trailer so it could reach its destination with minimal disruption,” van Rensburg says. “Richard worked directly with our claims team to escalate the matter, ensuring the claim was treated as a priority even before it was formally lodged.”
The result was swift resolution with minimal business disruption – exactly what sets NTI apart in an increasingly competitive market where new entrants are challenging established players. In short, there are no gaps.
“What sets NTI apart is our depth of expertise and the fact that claims are at the heart of what we do,” van Rensburg adds. “Unlike many competitors, we have dedicated in-house specialists who understand the complexities of commercial transport, logistics, construction and marine industries.”
NTI staff have been “in the driver’s seat, on the docks or managing fleets themselves, they know what matters most: minimising downtime, reducing disruption and keeping businesses moving”.
The approach builds trust and enables more effective claims resolution. For the trucking company involved in the South Australian rollover, this personal attention made a significant impact.
Beyond internal expertise, NTI’s relationships with dealers and original equipment manufacturers create additional value for customers navigating complex claims. These partnerships ensure access to trusted repairers, genuine parts and specialist knowledge across Australia.
“Our partnerships with dealers and OEMs, combined with our strong local presence, are a key differentiator in how we deliver claims,” van Rensburg says. “These relationships mean our customers have access to trusted repairers, genuine parts and specialist knowledge that ensures quality outcomes every time.”
The national repair network and service provider relationships form part of NTI’s service delivery model, enabling consistent outcomes regardless of location. Van Rensburg emphasises that whether customers are “in a capital city or a regional centre, they receive the same level of service and support”.
This consistency becomes particularly valuable for businesses operating across multiple states or in remote areas where specialist expertise might otherwise be scarce.
This cultural foundation enables NTI to invest in staff development while maintaining a customer focus. Van Rensburg notes that “when we support our people, we also strengthen our business outcomes”.
The approach has delivered measurable results in both customer satisfaction and industry recognition, from reduced claim cycle times to cabinets filled with industry trophies.
“The results show that when you invest in your people and build a strong culture, customers feel the difference and the industry takes notice,” says van Rensburg.
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Local presence makes the difference
Partnership network delivers consistency
Published 07 Oct 2025
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“By combining specialist knowledge with a truly national presence, we deliver a level of consistency, care and value that’s difficult for new entrants to replicate”
Mary-Ann van Rensburg,
NTI
second consecutive year
2025 ANZIIF Australian Insurance Industry Award (Underwriting Agency of the Year)
third consecutive year
2025 ANZIIF Australian Insurance Industry Award (Claims Team of the Year)
Sources: Mansfield Awards, ANZIIF
NTI
90%
Source: NTI
A staff retention rate to brag about
Insurance industry average
78.3%
NTI’s competitive advantage also stems from hiring people who have worked in the industries they now serve. This approach creates claims handlers who understand the operational pressures their customers face.
“Many of our team members come directly from the industries we support, whether that’s transport, logistics, construction or marine,” van Rensburg explains. “This lived experience means they understand the pressures our customers face and can anticipate their needs in ways that others can’t.”
This industry knowledge influences everything from claims triage to practical solutions. Van Rensburg notes that because
Industry expertise drives results
Another key component behind NTI’s operational excellence is an internal culture that translates into customer outcomes. The insurance provider has built what van Rensburg describes as a culture “that values accountability, collaboration and care”.
“We create an environment where our people feel supported, trusted and proud of the impact they make,” she explains. “When our teams are engaged and connected to NTI’s purpose, they bring the best of themselves to every claim.”
This environment also contributes to NTI’s famously high staff retention rate, which exceeds the industry average by a significant margin.
Culture drives performance
Looking forward, NTI is balancing technological advancement with the personal service that differentiates it from its competitors. The company is investing in digital platforms and data insights while maintaining the specialist expertise that customers value.
“We’re investing in smarter technology, digital platforms and data insights that make the claims process faster, clearer and more seamless for our customers,” van Rensburg says. “At the same time, we’re enhancing communication channels, from digital lodgement to customer preference options, so customers can engage with us in the way that works best for them.”
However, van Rensburg emphasises that technology alone won’t maintain NTI’s competitive position. “Innovation at NTI isn’t just about technology, it’s also about people,” she explains. “We’re continuing to invest in the skills and expertise of our teams, because we know that empowered, knowledgeable people delivering personalised service is what truly sets us apart.”
Technology meets personal service
As new competitors enter the Australian commercial insurance market, NTI’s combination of specialist knowledge, national presence and industry relationships becomes increasingly valuable. The insurance provider’s ability to respond quickly and effectively – demonstrated in cases like the South Australian truck rollover – represents capabilities that new entrants struggle to replicate.
“By combining specialist knowledge with a truly national presence, we deliver a level of consistency, care and value that’s difficult for new entrants to replicate,” van Rensburg says. “It’s this mix of people-first expertise and scale that
Competitive advantage in changing market
ensures our customers receive not just an insurance outcome but real business support when they need it most.”
The consecutive industry awards validate this approach, recognising both operational excellence and customer outcomes. For NTI, these accolades represent validation of a strategy that prioritises long-term relationships and specialist expertise over cost-cutting and standardisation.
“These recognitions are both a validation of the work they do every day and a motivator to keep lifting the standard of claims service across the industry.”
Disclaimer:
NTI Limited ABN 84 000 746 109 AFSL 237246. This article contains general information only and you should obtain your own professional advice based on your personal and business circumstances. When making decisions about our insurance, consider the PDS and TMD at https://www.nti.com.au/. NTI bears no responsibility, and shall not be held liable, for any loss, damage or injury arising directly or indirectly from your use of or reliance on the information in this article.
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