NTI's Repair Management Team: On the Ground, Getting Vehicles Back on the Road

At NTI, we’re focused on getting vehicles repaired quicker, and back on the road faster – which is where our in-house Repair Management Team comes in.  

Our 24-person Repair Management Team is made up of experts with a diverse range of industry backgrounds, including mechanics, panel beaters, spray painters and more. The team operates Australia-wide, meaning someone can be on the ground assessing vehicles across the country – while liaising with our claims teams and repairer network to ensure time off the road is kept to a minimum. 

“Our team motto is we insure Australia-wide, and we assess Australia-wide,” says Dion Cooper, NTI’s Manager – Repair Management & Assessing. 

The people in our Repair Management Team are experienced and specialise in heavy vehicles, so our clients aren’t dealing with assessors that don’t understand the industry. We’re from the industry, and we know heavy vehicles inside out.” 

Thanks in part to the work of our Repair Management Team, NTI on average gets heavy vehicles back on the road many days faster than other insurance providers. 

NTI’s Repair Management team in action 

When a claim comes through to NTI, it gets directed to the most appropriate team member, who gets in touch with the client to understand the claim and arrange an in-person visit. 

The damage is assessed in person, repair authority is given, and timelines discussed. 

Dion says, “It’s a big part of our service offering that we are there in person and able to assess exactly what needs to be repaired. Also, if clients need any refurbishment work done at the same time, other damage repaired or any new accessories fitted – for example, if they want a bull bar put on – this can be coordinated and arranged with the repairer. That’s the type of relationship we have with our customers and our repairers.”   

NTI’s Repair Manager Conference

As our Repair Management Team is located all around country, it’s important to get together to share insights, develop skills and improve the offering to our customers. 

Recently, the team travelled to Brisbane for our in-house Repair Manager Conference. Taking place over three days, the Conference offered a good mix of learning and networking. 

“We held a few sessions internally, during which we shared insights and trends, and discussed some of the stress points we’re seeing in the industry at present,” says Dion.

“We did some training on new technology, and had some experts come to talk to us about braking applications on trailers.” 

The new technology Dion refers to is a new tablet-based application that will help the team collect information more efficiently, helping to further optimise their processes.

Keeping up with the latest developments in the industry is invaluable, so the team also went out on some site visits to gain knowledge and new insights. 

“We went out to look at a few repair facilities, including one for mobile plant  equipment, to enhance our knowledge of the intricacies involved in mobile plant repair,” explains Dion. 

“We got insights into new repair techniques and discussed some of the new challenges that come with repairing electric vehicles, too.” 

 A commitment to continual development 

The Repair Manager Conference is yet another example of NTI’s commitment to delivering the very best experience for our customers. "We’re constantly looking at those small areas of development and improvement that can create a positive impact” says Dion.

“Insurance can be fairly intangible a lot of the time, and sometimes it’s at claim time when people find out that their insurance product might not have been the most appropriate for them. We understand that this time can be challenging, that’s why we always try to make every claim go as smoothly as possible and aim to get our clients back on the road in the shortest amount of time.”

© 2024 NTI Limited. 

NTI insurance products are administered on behalf of the insurers by 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. 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.