About
NM Insurance

A leading insurance agency operating across Australia and New Zealand.

NM Insurance Pty Ltd, established in Australia 2005 specialises in the underwriting and delivery of pleasure craft, commercial marine, property, liability, caravan and motorcycle insurance.

NM Insurance holds an Australian financial services license that authorises it to provide general financial product advice about and deal in general insurance products in Australia.

In New Zealand, NM Insurance operates through Nautilus Marine Underwriting Agency Ltd, a registered financial services provider trading as NM Insurance New Zealand.

A fresh approach

NM Insurance holds binding and claims payment authority from a number of local and global insurers. This offers dynamic development and delivery to market, with the backing of Australian Prudential Regulation Authority and Reserve Bank of New Zealand regulated insurer partners.

Operationally we have over 70 staff working in our network of offices across Australia and New Zealand. They control full cycle insurance operations, including transactional customer service, underwriting, claims facilitation and support services for our business partner network.

Our servicing roles include partner development, sales, back end repair and claims administration as well as compliance support for our distribution partners.

NM Insurance provides advocacy and support to the industries we supply to, including representation on various industry boards and working committees. We are supporting of the industries that support us, and offer broad based advice and presentations regularly at management and conference levels.

  • Over 70 staff operating within our network
  • Multiple brands, covering multiple products & services
  • Premium partner development, sales & repairs
  • Specialised underwriting & claims support
  • Established in 2005
  • Senior executive panel with a combined 125 years experience

Complaints & Disputes

At NM Insurance our charter is to provide market leading products with a consistently high level of service, at all times. We do recognise at times misunderstandings and mistakes can happen, or meeting of expectations are not achieved. If this is the case, please let us know.

You can refer your feedback or complaint to NM Insurance by calling +61 2 8920 1157 or emailing: customerservice@nminsurance.co.nz. We’ll acknowledge its receipt and provide a written response within 15 business days (unless you agree to a longer timeframe).

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint you can ask the Internal Dispute Resolution Committee (“Committee”) to review the matter. The Committee is made up of senior management within NM Insurance and any relevant insurer partner and has the experience and authority to decide on matters brought before it.
You can request a review by the Committee by contacting the person who signed your complaint response letter or by contacting:

Internal Dispute Resolution Committee
NM Insurance Pty Ltd
AIG Building
Level 1, 41 Shortland Street
Auckland 1010

To assist the Committee in reviewing your complaint, please provide your reasons for requesting the review. The Committee will provide their decision with reasons within 15 business days.

External dispute resolution services

If you are not satisfied with the decision of the Committee or if we have been unable to resolve your complaint within 45 calendar days of when you first lodged it with us, you may lodge a complaint with the:

Financial Services Complaints Ltd (FSCL):
Online: www.fscl.org.nz
Email: complaints@fscl.org.nz
Phone: 0800 347 257 (free call)
Mail: Financial Services Complaints Ltd, PO Box 5967, Wellington 6145

FSCL provide fair and independent financial services complaint resolution that is free to consumers. NM Insurance and insurer partners are obliged to comply with any decision made by FSCL.

Use of the FSCL scheme does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so, however, we strongly recommend that you obtain independent legal advice.
If your complaint does not fall within the terms of reference of FSCL, you may exercise any legal rights you have or access any other external dispute resolution options that may be available to you.