Our Claims Philosophy
Clear, knowledgeable and experienced claims support based on fairness,
transparency, and good customer focused outcomes.
A clear, supportive approach to claims
When you need to make a claim, having clarity and confidence matters. We understand the process can be unfamiliar and, at times, stressful. That’s why our claims philosophy is built around transparent communication, experienced local support, and a straightforward, responsive process; guided by people and partners who focus on fair, practical outcomes at every stage.
Our claims approach for boats, bikes, and caravans is supported by a set of core capabilities that shape how we manage and deliver claims support.
Locally Managed Claims
Your claim is handled by a claims team based in Australia and New Zealand who understand local conditions, regulations, and what our customers expect. This local experience means clearer decisions, faster communication, and support that feels genuinely personal.
National Network of Claims Specialists
We work with a broad network of experienced assessors, support partners, salvors and repairers across Australia. Their technical expertise and industry knowledge help ensure claims are supported promptly, assessed accurately and resolved
efficiently, while maintaining consistent service standards.
Transparent and Ongoing Communication
Clear communication is central to our claims process. We provide regular updates and explain each stage clearly, so you know what’s happening and what to expect.
Dedicated Claims Support
Each claim is managed by a dedicated Claims Officer who remains your point of contact throughout the process. This ensures informed oversight, accountability, and
continuity from lodgement through to resolution.
Easy Online Claims Lodgement
Our online claims system is designed to make getting started simple. Claims can be lodged quickly and securely at a time that suits you, with expert support available if
you need assistance.
Values That Guide
Our Philosophy
Our values shape how we support customers and make decisions throughout the claims journey.
Customer First
We place our customers at the centre of every claim. By listening carefully and responding with care and clarity, we aim to provide support that is respectful, responsive, and reliable.
Doing What Is Right
We are committed to transparency, fairness, and accountability. Our claims decisions are guided by integrity and a focus on reasonable outcomes.
One Team
Effective claims outcomes rely on collaboration. Our teams work closely with internal specialists and trusted partners to deliver a coordinated and consistent claims experience.
Results Driven
We focus on resolving claims efficiently while maintaining quality and care. By continually reviewing and improving our processes, we aim to deliver timely and effective outcomes.
Learn & Grow
We use every claim as an opportunity to improve. Through learning, feedback, and ongoing development, we continue to strengthen how we support our customers.
Customer Stories
When something unexpected happens, having the right support makes a real difference. Our customer stories share real experiences of people who have relied on our claims team during challenging moments showing how we stay present, communicate clearly, and provide steady support when it counts These stories reflect our commitment to being on the journey with our customers, guiding them through the process with care, knowledge, and consistency from start to finish.
Case study:
Partnering with GSA on the total loss of an 80ft vessel
“We work as a team, a partnership, when this sort of thing happens,” says GSA Insurance Brokers CEO James Telford, of their claims experience with NM Insurance involving the total loss of a client’s 80ft luxury motor yacht. “It was important to get this right. At the end of the day, there was a lot of care in there and wanting to do the right thing for the client. In terms of the outcome, I think all parties were very happy.” Watch the video featuring James and GSA Senior Client Manager Natalie Fisher.
Case study:
The Anchorage Marina
“What we found after our claims experience is that insurance can be a partnership,” says The Anchorage Marina Director Stephen O’Hare whose marina in Williamstown is protected by Nautilus Marine Insurance. “The after-claim experience with Nautilus Marine was amazing.” Watch the story of Stephen’s claims experience following a devastating storm which caused damage to both the marina and some moored vessels.
Claims Knowledge Hub
Explore practical articles covering common risks, key considerations, and helpful information designed to support informed decision-making and greater awareness.
Lodge a Claim
Select the relevant brand below to lodge a claim. Our teams bring experience and specialist knowledge to support you through the process.
NM Insurance is a business name of NM Insurance Pty Ltd ABN 34 100 633 038, AFSL 227186 (NM Insurance). NM Insurance is an underwriting agency with binding and claims authorities from Zurich Australian Insurance Limited. These allow it to enter into and arrange policies of insurance and handle and settle claims made under them. NM Insurance acts on behalf of the relevant insurer and not you when providing these services but does so under its own AFSL.
Products are issued by NM Insurance. Advice on this website is general so consider whether it suits your objectives, financial situation and needs. Always consider the relevant Target Market Determination and Product Disclosure Statement / Policy wording before buying or renewing insurance. These are available from the relevant branded website.
We comply with the General Insurance Code of Practice which is designed to raise standards of practice and service in the general insurance industry. The Code Governance Committee (CGC) is an independent body that monitors and enforces compliance with the Code. For more information about the Code or the CGC, visit www.codeofpractice.com.au.
Steadfast Group Ltd (ABN 98 073 659 677) (‘SGL’) has a majority shareholding in NM Insurance. SGL may receive a professional services fee (PSF) from insurers, premium funders and underwriting agencies such as NM Insurance (Partner) for access to regulatory and compliance support; marketing and communications; data insights; and access to technology platforms. The PSF is an agreed amount between SGL and the relevant Partner, usually annually. The PSF is not determined by the volume of the business that the Steadfast Network brokers place, nor is the amount of the PSF known to the Steadfast Network Brokers, so it is not able to influence recommendations to their clients.
NM Insurance may have access to shared services from SGL, including: compliance tools; procedures; manuals and training; legal; HR banking; and group purchasing arrangements. These services are funded by SGL, subsidised by SGL or SGL receives a fee for them.
SGL’s FSG is available at www.steadfast.com.au or on request by telephoning SGL’s Company Secretary on +61 2 9495 6500.
For information about interpreting services please contact the Australian Government’s Translating and Interpreting Service.
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