Frequently Asked Questions
Rest easy. Our knowledge runs deep.
At AM&T we deal with marine and transit insurance all day, everyday. We know the industry inside and out. We understand that as brokers you deal with so many other industries and aspects of insurance and risk management. You can rest easy in the knowledge that our team have you covered when it comes to specialist knowledge of all things marine insurance.
Our team are ready to support you and can answer your specific questions, however we have prepared a list of frequently asked questions so you can attend to your client’s needs efficiently and with a minimum of fuss.
What AM&T policies can be completed online?
We have simplified the transactions of straightforward marine risks being:
- Cargo policies with a limit of up to $1,000,000 and sendings of up to $25,000,000
- Carriers policies with a limit of up to $500,000 and GFE up to $5,000,000
- A variety of straightforward commodities with more difficult commodities requiring referral to an AM&T Underwriter
Alternate limits, sendings, commodities or GFE can be referred online or you can contact your local AM&T Underwriter via phone or email to discuss further.
Who can I contact if I need support using the AM&T online system or have a question concerning the policy I am creating?
If you need policy assistance during the online quoting process or afterwards, you can contact our underwriting specialist team who will help you navigate the best outcome for your client.
Phone: 02 8263 9436
Email: [email protected]
Phone: 07 3023 7121
Email: [email protected]
If you are having difficulty navigating the system or require techinal support please email [email protected] or phone our operations support team on 1300 386 299 with your query.
What do I do if my quote becomes a referral?
If your quote requires review, you will need to submit the quote through Sunrise for underwriting support to review. If you need to follow up on a referral you can simply call our underwriting support.
How do I know if a claim has been received?
You will receive a confirmation email, with a claim number within one business day of us receiving your notification. If the claim requires urgent attention a claims consultant will contact you within 1 business day otherwise, contact will be made within 3 business days. Please complete the appropriate claim form, this will help you to identify the documentation and other information we need to process your client’s claim as efficiently as possible.
What is the process if I disagree with a claim assessment?
We strive to do things the right way and keep our customers happy. If you have a complaint about our products or services, our objective is to resolve it in a fair, transparent and timely manner.
If you disagree with a claim assessment please refer to the section ‘How to make a complaint’
Why is it important to have specialist underwriters for marine and transit insurance?
Marine underwriting can be very complex, there are many factors to consider. As brokers you deal with clients from many industries, that is why our specialist marine underwriters are such a valuable resource for you. We are specalists in marine and transit and can therefore provide you with expert advice to assist your clients.
When it comes to underwriting, what if I disagree with a decision on underwriting?
If you disagree with a decision on an underwriting matter please discuss with the underwriter looking after your account in the first instance.
If the matter in not settled at this stage please ask for a referral to a Senior Underwriter.
Translating and Services
AM&T has partnered with Translating and Interpreting Service (TIS) to help customers who do not speak English or do not have English as a first language. TIS is a national interpreting service provided by the Department of Home Affairs, their interpreters operate across Australia in more than 160 different languages.
Non-English speakers can access immediate telephone interpreters through TIS National by calling 131 450 or can find further information on the TIS website.
Customers with hearing difficulties
If you are deaf and / or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you.
Please visit the National Relay Service website for more information: National Relay Service | Department of Infrastructure, Transport, Regional Development and Communications, Australian Government.
Customers Experiencing Financial Hardship
Financial hardship means situations where you may have difficulty in meeting your financial obligations.
AM&T has policies and training for employees to help them identify whether you are experiencing financial hardship and to decide how we may be able to provide support to you.
This support could include fast-tracking of claims if you have an urgent financial need, payment options for your claims excess, or putting action to recover an amount from you on hold if we identify you are experiencing financial hardship.
You may be able to receive free financial and confidential counselling from the National Debt Hotline (NDH).
The NDH can be contacted by phone on 1800 007 007 or visit their website: ndh.org.au