If i could leave 0 stars i would.
Had a car accident wasent my fault, called up a day after gave them the police report number, and what towing company my car was held at , towing company called me wondering why nrma didnt come pick up the vechile a week later, 2 days before i was due to pick up my car was told i have to pay 800 excess, due to the police report jst being filed apprantly although they had 4 weeks to sort it out, if i didnt call they wouldnt of bothered to get a copy of the police report, called 4 times , on phone for over n hr got told they cant waive the excess, stood my ground, and micrously he could waive it, useless company, will be choosing another insurer when my policy is up .
unreliable and unsupportive NRMA
I have been using the NRMA comprehensive car insurance policy since 2013. Now, my car has been damaged on the Warringah Freeway because a tradie didnt secure his load properly and fell on my car damaging the front section. He did hit and run, and number plate looks bogus. I provided all the details to the NRMA and the NSW police. I requested a hire car in accordance with the policy, but the different ladies placed my phone call on the hold and then disconnected or transferred to someone where I have to explain my situation from the beginning. ...I was promised a hire car but details never arrived in the email and phone gets placed on hold and then disconnected. I believe the call centre has been moved to overseas lacking urgency, caring attitude and not problem solver.
I have sent numerous emails questioning the increase in my annual policy. The reasons they presented regarding why my policy has increased, do not logically make sense. Instead of actually responding to my emails, they just ignore them. Very unprofessional.
NRMA gave me a blanket statement about parts being harder to source etc as well as other 'reasons'. My car is 4years old and one of the most common vehicles on the road.
If I take into account their 'reasons' for the increase, add on the common sense approach that market value DECREASES and that my details remain the same, logic says policies should stay the same as previous years. Not an INCREASE. From reading other reviews, seems like a lot of other people have the same complaint.
No option to give zero stars
I've been with NRMA for 39 years and have (had) 8 policies with them. A man reversed into our parked car and took out the headlight, indicator and bumper with his tow ball. He tried to drive away but my husband stopped him and spoke to him. After much hassle he made a claim with his insurer, also NRMA but claimed hardship in paying the excess. We are two people living on one aged pension. He has a job. That was June. Its now October and its not resolved. We have rung NRMA 5 times, including to complaints dept. Were twice promised a call back ...within 48 hours. Once waited for > an hour before hanging up. The car is unroadworthy and cannot be driven. Last week we got text saying please ring NRMA about your car and have you contacted your insurer? We only had 3rd party property on that car and the NRMA is/was the insurer. Well not anymore. My husband is trying to ring them now. In the meantime i have cooked and eaten lunch. Just washing up now. What a shame this company has become a hollow joke of its former self. I used to feel they had my back but wouldnt even insure a donkey with them anymore, not that they would notice either way.
terrible service. lodged a claim three weeks ago i have rung them repeatedly,sent emails, sent messages on website, messages on FB BUT these people refuse to get back to me or organise a hire they said they would and which is in my policy...
30 percent higher than last year even with no accidents
I am with nrma from 5 years now 30percent higher than last year and I can’t cancel because Month to month instalment ,I have more than 5 policies now going somewhere else to save s
30 years with NRMA used to be good value ,now questionable.
30 years with NRMA .Four other policies including another vehicle and caravan plus property.No claims ever with the vehicle a 2010 Grand Cherokee ,(only one other claim of any sort in total),yet value of the vehicle goes down 11% ,which I understand,.The premium goes up 9%.!! The excuse was parts are getting harder to find.Absolute rubbish.I have been in the auto industry for 50 years so know a little re parts supply etc. NRMA make a big deal about the 30 years loyalty discount, yet Budget would match the new premium straight up.
Hopeless customer service
Awful experience! Worst customer service!
I called today to update / renew my policy and experienced pathetic low class behavior by Customer service staff.
When I asked to speak to the supervisor, I was told that supervisor is not available and he/she will call me back between 3-5 working days. (I was put on hold for 25 minutes)
Quite reliable and professional
3+ years with NRMA. Policy is good value but there is not a good loyalty discount. Infact my premium went higher for my 3rd year compared to previous years. Thats a shame since the customer service told me that the same area where I have been living may be considered more risky this year from last! I am not very happy with that as personally I have not heard of any major crime increase in the area. However, I did make a no fault claim and NRMA was excellent with the replacement car. They even helped increasing the car rental duration as well.
Trying to follow up the usual farcical situation with NRMA. My elderly mother was involved in an accident - not her fault - as the young driver that hit her admitted to using his phone! Hours on hold and mixed messages. Everyone outside the NRMA she has spoken to describes NRMA as the WORST company to deal with. Unhelpful to the point of obstruction, advising repairers to cut corners, overly expensive and downright rude. We are appalled by the lack of care and support for their customers. I will advise her to change insurance companies, and suggest that others do the same.
Customer service guy is rude
I called 1300300171 yesterday to a guy at 3:55 pm on 30/09/2019 and the call lasts 3 mins 57 sec. I called for my insurance renew as their premium increased 4%, a year but I cannot try to adjust or update information online by as they locked the function says due to agreed financial things in not able to update. The guys refused to do it and said I cannot update by myself they are the only one can update my information. He is keep asking me what I wanna update and he can do it ,I even didn't have time to browse the whole information and decide ...what to adjust that s why I wanna try by myself ,what d hell, I m the customer and I DO HAVE MY RIGHT to update my own policy information if I request. You know what , the guy hanged up my phone call when I was still talking. I have to call them again and a nice lady help me for my issues. I think you guys should fire that guys if this is what your customer service is for your many years loyalty customer. Thx CL
Customer service and website not customer friendly or useful
Every year I have to contact NRMA to adjust my policies insurance values as they upping them and the cost.
not a big deal but a pain. But now I ask them to email the updated policy and they send you a link to retrieve it, will this is where the fun begins. five computer screens later thinking to myself what type of service is this why are they pushing to the opposition with making me jump hurdles to get my policy. Can't they simply email it like the others? To make things worse their website at first glace hasn't got call centre operation hours, and point you to a self serve. It makes me feel if it is this hard to obtain a policy quote how hard is it to make a claim?
Horrible - avoid NRMA insurance at all costs
The suppliers that NRMA use to repair cars are completely hopeless. I was told by my car repairer that the work would take 3 days. I have now been without a car for a month and have now been told it will take another two weeks before it is ready. I've been without a car all this time and have now had to cancel a holiday I've had booked for months.
You get what you pay for
Extremely long arbitration times. No resolution. Doesn’t solve or assist. The other party’s insurer laid claim significantly quicker and with decisiveness (despite not siding with me). Very disappointed I will have to pay for another person’s accident and won’t be renewing with NRMA on future policies as well as canceling existing accounts.
easy to deal with, know their products
Have to say, Nrma has been excellent to deal with. I have 4 policies with them. They are cost effective, but more importantly, I can speak to someone who knows the products they sell and make the whole process easy.
worst company ever. too big for their own good.
worst company I've dealt with. they pass you on from one person to another. waiting time is not short of an hour and then when you get through they pass you on to someone else and you have to wait another hour.
waiting time to get car or home fixed is so poor. why would anyone go with them is beyond me, they are not even cheap. I sure will not. they would rather skin you alive than pay you compensation in a reasonable time.
Im saving $400 compared with other organisations
NRMA road side assistance is 10/10 I have used them 4 times in 32 years of driving and they have always been helpful, professional and caring.
The insurance side I researched to discover that NRMA are cheaper overall.
Comprehensive Claim investigation
Will never recommend NRMA to anyone. Would love to rate them negative -10, but there's no option to do so. This company worst you can choose all over the Insurance market. While ago NRMA was recommended to me, by my friend as best Insurance company all over the Australian Insurers. I had my comprehensive policy with them for a while. Unfortunately on the beginning of June my car was vandalized, and NRMA state that my car is total loss now. They send my car to local Auction even without asking me about that. Claim being sent to the investigatio...n department and still going on till now. From moment my claim being sent to Investigation department I was treated like a criminal by they representative who name her self [name removed] (Tone of communication, threatening that I shouldn't try to call her through different departments because she was simply not responding my voice messages etc.). Their send Private investigator [name removed] to solve this claim, who said that his going to send Investigation report within one-two weeks time, but for some reason took his time to finalize it , always being looking for excuses. It's took to him over 2.5 month to do that. According to the law it's should not take longer than 14 days unless they suspect me with fraud claim (no any evidence of that being provided to me). All over that time I was hassle them to keep me updated, but was not much luck. After [name removed]'s report they said that they must to clarify few questions and they hire another Private Investigator named [name removed], because during that time I moved to Interstate. During second interview I asked Investigator how long it's going to take him to send his report back to Insurance company, and he said it should not take longer than 3 business days. It's gone one week since he said that and over 3 month since investigation going. They still charging my policy fees, because investigation still continue.... They absolute scammers, I'm planning disclose my case with public through social media, that everyone know whom they insuring their stuff with, and take it to the court, I had enough of that... Overall review: Do not use NRMA unless Unless you want to be 1. Ripped off 2. Humiliated 3. Stressed 4. And loose your assets
NRMA's customer service needs work!
I lodged a formal complaint and was told someone will call me to discuss within 72 hours, it's been over a week and nobody called, I tried to call them today and was put on hold for more than 30 minutes, left a message but still nobody contacted me. They also increased my premium for 15% from last year and I don't have any claims against that car, outrageous!
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Questions & Answers
Question about resale of flood affected vehicle.. I had extensive problems with my Navara after it was flooded and "repaired" by NRMA. After years of repairs i sold the vehicle. The new owner has contacted me regarding electrical and fuel issues that plagued the vehicle after your repaired it whilst I owned it.
Do lifetime repairs cover sold vehicles?
Will NRMA assess the vehicle?
If found to be flood related, woud it be repaired by NRMA?
Care TeamNRMA Insurance
Hi Ranga, we recommend that the new owner contacts our Claims Department: 132 132 and quotes your claim number. Our Claims & Assessing Departments will then correspond and discuss any concerns with the new owner directly. It will be for our consideration only. ~ Jono
Not really in a position to provide details of claim to new owner as i didn't tell him it had been flooded, at your assessor's advice, and he pretty disappointed. Also wats the at your consideration only part?
Care TeamNRMA Insurance
If the new owner has a concern with any repairs we authorised under your claim, our Claims & Assessing Departments will consider whether or not he/she has a claim under our Lifetime Guarantee. ~ Jono
can i get a car if mine is being repaired
Care TeamNRMA Insurance
Hi Shane. If you have selected the Hire Car option on your policy then you are entitled to a hire car for 14 days while your car is being repaired for Non-Recoverable Claims. (eg if you paid the excess). If the other person was at-fault and you have provided their name and address or if you are claiming from our customer we may be able toa rrange one for you. Please call our claims number on 132 132. If you haven't paid for the hire car option we may be able to help you with a hire car at our corporate discount rate. Please call us on 132 132 to arrange.
Once I have advised NRMA of hail damage, how soon do I have to have the car repaired?
Care TeamNRMA Insurance
Hi Lisa, it may depend on availability of repairers in your area. I would be happy to have someone from our claims team contact you to give you a more specific answer. Please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono
|Contact Number||132 132|
|Other Insurance Types Offered||Business, Home and Contents, Income, Life, Motorcycle and Travel|
|Coverage Type||Comprehensive, Compulsory Third Party (CTP Green Slip), Third Party Property Damage, Third Party, Fire and Theft and Veteran, Vintage and Classic Vehicle|
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