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The NM Report

Welcome to the latest edition of The NM Report.

Welcome to

The NM Report
December 2024

As 2024 draws to a close, we reflect on a year of growth and engagement across all NM Insurance brands and product lines. In this edition, we provide updates to our caravan and motorhome quoting platforms, announce the exciting opening of our new office locations in Victoria and Western Australia and share insights from our sponsorship of the final Transmoto event. Our compliance team also provides some essential updates, and we outline our Christmas trading hours along with BDM availability for the holiday period. Ahead of the festive season, read on for a few more key updates from the NM Insurance team.

Industry Events

Team National Motorcycle Insurance at Transmoto 8-Hour Macleay Valley

Wrapping up our Transmoto Enduro series sponsorship journey for the year, National Motorcycle Insurance proudly entered two teams in the recent Macleay Valley, NSW event. National Motorcycle Insurance is proud to be the Official Insurance Partner of the Transmoto Enduro series and was represented at the Macleay Valley event by NM Insurance team members Tim Baker, Steve Cap, Shelly Eshman Myhill, Peter Mant and Chris Bailey.

The event took place on a dedicated 17km motorcycle racing loop, set among damp trees. Dust only became an issue later in the day as the track wore down. On the Saturday, Shelly represented our brand in the 3-hour Women’s Ride, setting a fantastic example for her two daughters in attendance. The National Motorcycle Insurance Juniors Loop also took place, showcasing the sport’s bright future with a strong turnout of young riders.

In Sunday’s 8-hour endurance race, both teams pushed hard, achieving top 5 finishes in their respective classes – an outcome we’re proud of as riders and as a business. If you have a passion for enduro and there’s a Transmoto 8-Hour event in your area next year, we highly recommend checking it out. These events are well-run, inclusive, and offer a great social atmosphere. See you on the tracks in 2025!

Product updates

Updates to our Caravan and Motorhome quoting platforms

As we’re progressing through the busy season, we’re thrilled to share that some exciting updates to our quoting platform are underway and set to launch early next year!

Once this new site is released, the platform will streamline the quoting process with features including: Providing instant quotes for Motorhome and Caravan customers for faster processing, easy online purchasing for successful quotes, and easier navigation to help you locate previous quotes.

This new system will enhance efficiency, helping you provide seamless coverage for your clients and offering them peace of mind. We look forward to sharing more updates with you as we prepare to roll out these exciting changes early next year!

Product updates

Model year 2025 motorcycles

It’s important to note that new motorcycle models released earlier this year in mid-2024, while manufactured in 2024, are MY25 models.

NM Insurance ensures the most up-to-date motorcycle data is uploaded into the quoting platforms based on the monthly data received from Glasses Guide. Therefore, every month, the total amount of motorcycles which can be quoted increases.

As users of our quoting platform, it’s important to be aware that the asset you are looking to quote on may be a MY25 series. As we haven’t entered 2025 yet, this type of asset may be available and appear in the year 2024 (if provided by Glasses Guide).

Product updates

Quick facts regarding PWCs

Summer is here, and many of us will be out on the water, soaking up the sun and enjoying our time. It’s also a perfect time for customers to take their Personal Watercraft (PWC) for a spin or to consider the purchase of a new PWC. Here are some quick facts about PWCs and the insurance options we provide:

  • Nautilus Marine Insurance has its own PWC insurance product, with policy wording separate from that of a pleasure craft policy.
  • NM Insurance provides Kawasaki-branded Jet Ski insurance, featuring its own standalone wording separate from our normal PWC policy wording, available through the Kawasaki dealer network.
  • The Nautilus Marine Insurance PWC policy provides two cover options with a range of additional and optional benefits if customers select comprehensive cover.
  • The Nautilus Marine Insurance PWC policy provides customers with the option to lay-up their PSC for the months of their choice, helping to reduce their premium.
  • Any PWC sold by a dealer, whether new or used, receives two years of agreed value coverage from the dealership purchase date.
  • Multiple skis can be bundled into a fleet policy. If you have a client purchasing two skis and they wish to keep them on the same trailer, we can accommodate this. The procedure is as follows:

Input one of the PWCs, along with all customer details, into the appropriate calculator. This will generate the necessary documents for the customer and ensure that distributors ask the correct questions.

Once this information has been entered, contact the Customer Engagement team on 1300 780 533, having the reference number and details of the second PWC on hand. The Customer Engagement team operator will take the required details from you and, shortly after, provide you with a fleet policy quote via email, along with instructions on how to complete the process, either in full or through Arteva funding, should your client wish to proceed.

If it has been a while since you last used the Nautilus Marine quoting platform, please reach out to your local BDM for a refresher on the procedure and product.

Important Updates

New NM Insurance offices in Victoria and Western Australia.

NM Insurance has expanded our Australian operations with the opening of new offices in Victoria and Western Australia. These new facilities join our established locations in Sydney, Auckland and Brisbane, and reflect our ongoing commitment to providing outstanding local service and support to our customers, dealer and broker partners across Australia and New Zealand.

Our mission remains focused on fostering strong, collaborative partnerships while delivering consumer and commercial insurance solutions for the marine, caravan, and motorcycle markets. We’d like to thank our dedicated and passionate NM Insurance team, our customers, and our partners for their continued support as we continue to grow on the journey together.

Important Updates

Festive season trading hours

Holiday Trading Hours

As we approach the festive season, we would like to update all our dealer partners about our holiday trading hours. We are pleased to confirm our NM Insurance offices will only be closed on the three seasonal public holidays (Christmas Day, Boxing Day and New Years Day). Our friendly customer service team will be here to support you and our mutual customers on all other weekdays throughout the holiday season.

NM Insurance Holiday Trading Hours

Wednesday 25 December 2024 (Christmas Day) – closed

Thursday 26 December 2024 (Boxing Day) – closed

Wednesday 1 January 2025 (New Years Day) – closed

All other weekdays – normal trading hours (8.30AM-5PM AEDT)

During this period, the majority of our BDMs will be available during normal business hours. If you attempt to contact your local BDM and they are unavailable due to leave, their voicemail will provide the contact details of an alternative representative to assist in their absence.

Compliance Corner

Importance of identifying complaints

Effective complaints handling can help an organisation respond to customer dissatisfaction in a helpful and timely manner. Customers who have their complaints handled in a positive and timely way are more likely to experience a higher level of overall satisfaction.

Effective complaint handling will more likely contribute positively to a business’s brand and reputation as well as providing relevant prompts to review how specific areas within a business are performing.

Changes regarding complaints handling have placed an increased importance on identifying complaints and adhering to any relevant timeframes, particularly in relation to the identification of complaints, acknowledging complaints and providing appropriate and timely responses to those who have expressed any dissatisfaction.

By way of reminder, any negative feedback received should trigger thoughts of “could this fall within complaint territory” and would require early identification and appropriate awareness and tracking to ensure timeframes are followed and any customer harm is contained or reduced.

We operate in a heavily regulated industry and environment and as a result, it is critical that you continue to follow the correct distributor sales and insurance-related processes and procedures, even when times are busy.

Contact us

Have a compliance question?

If you have any questions about the above or any other compliance-related issues, please reach out to your local BDM. They’ll be happy to consult with our Legal & Compliance Team and provide assistance or guidance where required.

We can help you

How our BDMs can assist you and your business

Our Business Development Managers (BDMs) play a key role in the functioning of the day-to-day management of all our accounts around the country.  They are the ones who signed your business up, trained your staff and who report to you on how your business is performing insurance-wise.

Did you know that most of our BDMs have previously worked in dealerships across sales, finance and insurance as well as in finance brokerages? Our BDM team also works at events across the country and are always willing to help if you have any questions. Next time your local BDM calls to schedule an appointment, feel free to prepare some questions to discuss with them, these could be related to performance, procedure, sales process, and other relevant topics.

Our BDM team is also responsible for training. As you know, compliance plays an important part in insurance and any interactions with customers. Our NM Insurance team members must meet you and your staff regularly to ensure we are transacting in the correct, compliant manner as described in the Distributor Sales Procedures. The next time your state-based BDM contacts you for a meeting, please make the effort to spend the time required with them.

Our state-based BDMs are listed below with their contact details should you wish to get in touch.

Tim Baker

Head of Development – Major Alliance Partners

Trish Flaherty

Western Region – Business Development Manager – SA, WA & NT

Mark Fawcett

Business Development Manager – WA

Shelly Eshman-Myhill

Business Development Manager – QLD

Peter Mant

Business Development Manager – QLD

Sam Palmiotto

Business Development Manager – NSW

Karen Mckay

Business Development Manager – VIC / TAS

Securing the journey together.