NRMA claim is the worst service.
I had an accidence in August 2019 and made a claim. I have tried to call them for a few times. Everytime, they just lie to me and try to pursuade me to accept 50% responsibility with the other side of driver. I said no and they have left my case for 3months with no contact or investigation. I have drawn the photo, I have uploaded CCTV as evidence. I have another driver as my witness to support me. NRMA outsourced the claim department to Philippine , which has poor service quality and the staff doesn't understand Australian laws. Guys , don't use NRMA, they just charge us more with worse service .
Horrible service, would not recommend any service of NRMA
Tried to contact NRMA hire car service, waited to be answered my call for approximately two hours, had to hang up unanswered. Worse service, fade up. I would never recommend NRMA.
Used to be good but not anymore
I used to love NRMA. Good, easy to deal with when needed. Had a not at fault claim in 2016 and had problems with a repairer, had to get those repairs fixed again through another repairer. Overall experience wasn't too bad. I know it wasn't NRMA's fault.
Recently had another not at fault claim lodged for a minor repair. Very poor experience when dealing with claims over the phone. Seems it's all been outsourced overseas now. I'd put through an Online Claim but when it came time to booking a repairing it said it couldn't be done and to call. So...when I'd called up I started to provide my details and then stated I'd already started an online claim and that one may already be in the system. After going through all the details of the event again. 45mins later the consultant goes "It looks like there's already a claim in our system for this incident". Are kidding me! Come on, I did say that at the very beginning of the call. Perhaps if they understood things, then I wouldn't have wasted 45mins of my time. It seems the standard included choice of any repairer is no longer included in the premium by default. As the cost was debited monthly and has been for the last 7 years. Perhaps it was overlooked when they communicated this out as they stated they did. The closest NRMA approved repairer in this instance was located in Bowral, and is some distance from our local suburb of Picton. Plus with young kids would be very difficult to get down there, get hire car etc. Hence there is a local repairer in Picton who were used for the previous repair in 2016. As the change of any repair was in 2017, they advised that repairer couldn't be used. However if I were willing and I have, I could pay the "Optional Extra" cost of any repairer to be added to the policy for the previous whole year and it could be repaired at the repairer of choice... So I did. Then I contacted the repairer who advised NRMA stated there would be an excess. I then had to contact the other parties insurance recoveries and settlements team who advised they would contact NRMA and advise of the at fault. I then had to contact the NRMA again... They then contacted the repairer and provided an amendment stating there wouldn't be any excess for the repair. I will now contact the repairer to organise the repair of the vehicle finally. Been with NRMA for the last 7 years. Seems lately they've just really dropped the ball. Also even with the number of years loyalty discount plus multi policy discounts. There are better comprehensive insurance options out there available that include more options e.g. free windscreen and glass with roadside assistance as an optional extra much cheaper than NRMA with all discounts applied.
Very poor service, don't choose NRMA!
Had a car claim, (first one in my life), for a hail storm. They muddled up getting the car picked up to be assessed which took me making multiple phone calls to rectify. Took a month to get back to me to tell me that the car was a write off. I questioned the valuation and they said the assessor would call me to go through it, no one did. I sent some emails to that department to get some more information regarding the valuation process and the replies I received were short and almost irritable towards my wanting more information, not professiona...l at all. I called again and was told i would be contacted within 24-48 business ours, (i stressed at this point that if they couldnt commit to that, that i just wanted to settle as I was sick of having my time wasted, and they assured me the assessor would contact me), never did. I also tried to cancel my other policy with them at this point having been so dissatisfied with the service, which they made infinitly difficult. Plus the amount of time i spent on HOLD on the phone! So two months with no car from a hail storm, with little to no help from my full comprehensive policy. Do not waste your time with NRMA.
Quality, trustworthy, efficient.
Never have an issue. Had two not at fault minor accidents thought out my 5 years. Never a drama with them, pass on my infomation and they handle it very well and no stress on my part with claim. Had an issue where my driver side door glass smashed. Made a claim amd it was dealt with within the hour. Always helpful and friendly, never had to pay excess, reduced my cost no drama when I move cities. Really enjoy NRMA for their quality and trust
NRMA - deliberately choose to ignore people to save a dollar
In early 2019 I had a not at fault motorcycle accident with a NRMA insured driver, verified by several witnesses and police. (My insurers are Swann and GIO the other persons insurer is NRMA).
I was injured - fortunately not extensively - but enough to require hospitalisation and rehabilitation
I lost my newly employed position due to the accident as I could not attend work on the start date, (6 days post accident date) and this lead to other impacts on my personal life. NRMA ignored this completely and refused any acknowledgement and from my p...
- Car Insurance - Comprehensive
- Verified customer
I can't believe this process
I had a not at fault accident on Sunday 22/12/2019. My car was damaged on back wheel area on driver's side. Other driver failed to take a corner and crossed double lines onto my side of the road. Police attended. I notified NRMA by phone on the same day. On 23/12 police rang me to advise their Report number which I immediately passed onto NRMA at 1.37pm. I rang NRMA again on 27/12 - they have not contacted police to receive the report - no claim progress until police report received. NRMA rang police but office closed for the day. Advised that...the hire car benefit can't be endorsed until police report received. On Monday 30/12 I used Webchat (to have hard copy of discussions) - NRMA have not followed up police report. She rang and advised that the report was finalised BUT NRMA needs a 'physical copy' of the report before endorsing hire car benefit. WORSE - she said that police might take 4-6 weeks to send the report. I cannot believe this! So the advertised feature of providing hire car in no-fault claim is a complete lie. It is now 9 days since accident, yes Xmas has intervened, but I'm looking at no hire car for another 4-6 weeks. NRMA says it is the fault of the police!!!!! but is it NRMA's inefficient ridiculous processes that are to blame. Surely in this digital age it can be emailed securely. So as a 68yo I am left without any transport. I would never ever have bought this rubbish insurance had I been aware that this is their practice. The constant bleating of 'I understand', 'if I was in your situation I would be upset too', 'I understand where you are coming from' are patronising insulting and anger-intensifying. All their marketing claims are not what actually happens. I will never do business with them again.
Car Insurance: Doesn't contact you - dashcam footage the works no information.... hands you a bill!
So I had an idiot motorcycle run down the shoulder speeding and slam into my car. I went to exit left on the highway from the left lane doing approx 40kms/h as it was congested (normally 100kms/h)...... now I did go to exit to a weigh bridge thinking it was both an exit road as well as a lane to the bridge...... I indicated etc....... and went to turn off when this idiot plowed into the side of my car and went skidding down the road infront of my car (he was OK) but had come out of nowhere speeding like an idiot going to ride straight across...and exit and clearly was going too fast to see my indicator despite me driving SLOW! He BY LAW is limited to 30kms/h on that shoulder and should not have been riding across ANY exit. So....... long story short. I have a dash cam that captured atleast the front part of the accident along with the speed etc. I have a witness who seen the whole thing who was behind me. I first ring NRMA on a Saturday (a day or two later)...... to lodge a claim, I get a really rude person who basically had no interest in talking to me, just wanted me to 'file a claim online'. Didn't want to answer any of my questions...... just file the claim they'll review it and give you a call. So fine.... I was depressed and put off over this badly. After looking at the claim online stuff I wasn't very happy and felt it wasn't going to convey the accident as it should so a few days later I called back and explained I had got a REALLY RUDE person........ to the point that after this claim is done I'll probably leave. The lady was more helpful........ except to explain my excess would be $2k period (I had a special access for loosing my license over excessive speed a while back) that I wasn't aware of (no longer own that car - pulled my head in).
Will take whatever they can from you
I claimed stating I wasn't sure who was at fault. I do not believe my claim was even reviewed before being chased for my excess. I was belittled for being in financial difficulty and eventually had to contact AFCA for assistance. IAG (parent company) stepped in and refunded my excess due to the mistakes made by the NRMA.
When I cancelled my policy because another insurer offered cover for nearly half the price, I was charged an extra month that I won't use due to having other cover plus cancellation fees.
So I had to pay over $100 for the privilege of leaving an insurer that can't process a claim properly.
Don't put yourself through the degradation my family experienced after making a claim.
Poor customer service
Poor poor customer service. QBE are offering a better and cheaper CTP..NRMA did not want to match the price even though Ive been a customer for 8 years! The NRMA customer service person was laughing at me over the phone and continued to say that he respected my choice to move to QBE, which included moving my comprehensive and home content insurance. NRMA are a joke!
- Car Insurance - Comprehensive
- Verified customer
NRMA Premium price for terrible service.
I have been with NRMA for over 10 years and they have been great but the last few years they are just like the lower budget insurers now (for premium price), you now have to speak to people from over seas that are hard to understand, prices are insane compared to other insurers. Also DONT make any payments with nrma ONLINE, i renewed my policy online and they somehow "lost" my payment even though it came out of my bank account and paypal account, iv had to make multiple phone calls and emails with bank and paypal statements as evidence and they...still cant "find" it. The foreign lady than made me pay AGAIN on the phone as i was driving around with no insurance even though i had already payed. So now i have payed over $2000 and half of it no one knows where it has gone and now after weeks ill probably have to put in a dispute with paypal to receive my money back. This process would be IMPOSSIBLE for older computer illiterate people. Also DO NOT get roadside assistance with nrma as you will be paying for a service that you dont even receive if your vehicle is over a certain GVM weight which any 4wd or dual cab ute is over, they dont tell you that when you sign up with them though, so you have to read through the terms and conditions to find that they dont tow vehicles over the hidden GVM weight. NRMA has gone from 5 star insurer to honestly in the bottom 5 worst insurers.
It is so annoying that people like me have to wait behind the phone for 50 min or even over just to do a 5 minute job.its going to waste lots of our time.today I waste 2 hours just to do my 10 min job.
The reviewer stated that an incentive was offered for this review
Loyalty Does Not Exist With This Company - Shop Around
There was no category for NRMA Caravan Insurance so I have listed my review under Car Insurance.
I have been an extremely loyal customer to NRMA with 15+ years of insurance held with them. In the past they have been competitive and easy to deal with which is why I have stayed with them, however in the past 12 months things have changed and I am changing my policies away from them as they come up for renewal because of my poor experiences.
I recently received my renewal documents for my camper trailer. The renewal price of $669 (with a suppos...ed 12.5% loyalty discount and 4 months lay up) seemed a little high so I thought I would check around. My first stop was the NRMA website whereby I was quoted $649 for the exact same details on my policy (without notifying that I was an existing customer) - that's $20 cheaper than my renewal amount WITHOUT a discount applied. 12.5% off $649 would be $567 - loyalty discount??? Are you sure its not loyalty tax??? The next thing I did was do another quote through NRMA with the same details but this time advising the system that I was an existing NRMA policy holder. Knock me down, my LOYAL premium policy got quoted at $779 with a supposed 15% discount applied (it was assuming I was taken out another policy) - $110 MORE than my renewal. So I rang NRMA and challenged them on it. There was no offer to match the original quoted price and minus the 12.5% (totaling $567). There was not even a, hey lets see if we can get this premium down for you because we value your 15+ years of loyalty. Basically they were reliant on the fact that I wouldn't check, wouldn't shop around and would just pay up. Well NRMA, there goes another policy of mine! Be careful of loyalty offers - they make it look like they're doing you a favour but really they want new customers and people to become complacent with existing policies.
Worst People To Deal With
My car was involved in an accident on the 20th of November, the third party was at fault! We put in our claim right away and the liable party was happy to admit fault and gave us all their detail, so should have been straight forward. NRMA organised a tow truck due to the car being undrivable. I then get a call later that day saying they have to tow the car back to our house.. no worries. After a week of not hearing anything I call to follow up, to be told that they havent even started the process. So within five minutes while I was on hold, t...hey called the liable party to confirm they were at fault and accepted the claim... why did it take a whole week, and me calling to remind them to do their JoB!??? I then get a phone call the following day (Thursday 28th) saying they are going to get the tow truck to come and collect the car from our house for assessment. The tow truck company came quickly and took the car. About 1/2 an hr later NRMA calls to notify me that the car looks like a total loss so instead of taking it to the mechanic they were taking it straight to a car wreckers yard, and that they would call me the next day to confirm if it was a write off and what the next steps would be. I never heard anything the next day so I called today (December 2nd) the staff were clueless and have no idea whats going on, put me on hold about 100 times !!! then tell me that they are getting the car towed back to my house again???? and to wait for an assessor to come out on the 16th of December!? Another two weeks without a car and not knowing whats going on? I asked to speak to a supervisor because this run around is ridiculous! But they cant seem to do that either. I told them I cant wait another two weeks, my husband and I both work!! We need a car and I dont have money for a loan car, but apparently all I can do is wait for the assessor to call me in 24hrs ... then the next person tells me 48hrs, so which one is it??? NRMA needs to sort out how their system works, and make sure all their separate department are communicating!! Its a hot mess and no one seems to know what the hell they are doing. When my husband made a claim for his own car with budget direct it was so quick and easy and they were super accommodating, so looks like I will be changing soon after many years with nrma which obviously mean nothing!!
I have car insurance with NRMA. After getting a police report, witness statement for my car's hit and run where I was not at fault NRMA still charging me the $850 excess when I tried to pick up the car today? I spent 30mins+ on waiting on your phone line today only to be hung up on by an employee of yours AND after multiple requests to speak to a manager I still wasn't put through to one.
Not at fault claim
Currently going though a claim not at fault. My car was damaged was given smash repair to be accessed due to the damage it had to be towed as they didn't take tow in. It was towed to a repairer 37km away not at my request. The car is due to be picked up now I have to 1.Take annual leave as NRMA won't have it to towed back to my town. 2. Have to pay extra to drop the hire car off at a different location from where I hire it from or otherwise have to get public transport to the repairer. Then have to drive back 37km back home all at my expense. N...ot happy that I'm out of pocket and have to use my annual leave for something that is not my fault. NRMA said I can have taxi voucher to the repairer but only up to 50 dollars which would cover not even half the distance. I don't understand how there wasn't a closer repairer.
A recipe for disaster
If you are looking to waste your time and be fooled by a series of false promises I could not recommended NRMA more !
An utter waste of time, money and patience culminated in a night turned terrible.
Great. Except the authorised repairer broke my transmission and charged Extra
Policy seems to be good value. Did get a few request letters from the insurance co. of the person I crashed in to. NRMA should have dealt with that directly. It forced me to make extra phone calls when I had done everything on my end.
Lazy tax - big time
Just got renewals for my two vehicles, a 2010 Honda CRV and a 2012 Kia Grand Carnival. I am a good driver with a very limited claims history and no recent claims history. I live in a good suburb. One car is garaged and the other kept in the driveway. Both vehicles probably worth less than $10k. In each case the premium was over $1,000, even with "loyalty discounts". Very disappointing. Curiously, one of the vehicles, the older, has a higher premium than last year, the other a lower premium. I feel that I am being screwed for loyalty. I am not willing to pay over 10% of the value of an old vehicle for comprehensive insurance. I will be looking elsewhere. I will when renewals arrive be taking all my other insurances away from them too.
Threatening claims letter, lies and fear based
Had an accident with a car, both cars repaired and resolved with insurance companies then 6 months later received a letter from NRMA Insurance acting on behalf of another vehicle involved in the accident demanding we pay the nominated amount, saying there was previous correspondence, which we discovered wasn't at all sent to us (lies) Letter dated 12 of the month received by post 19 of the month expressing we needed to pay if you are insured by 7 days!!!!! what, they sent the letter and seven days later received hmmmm something is wrong. Spoke ...with a very angry man from claims department who was rude, belligerent, condescending and abrupt - sorry who is the customer here????. So in short after taking the matter further the problem is not with the staff on the floor its management who employ the staff and create the tactics to bring about fear and discourse. I would really think twice before using NRMA Insurance this could be you next or your mother, father, child or friend Bully tactics 2019 is not acceptable.
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Questions & Answers
We have had car insurance with NRMA Insurance for close to 40 years and only had one claim about 20 years ago when a car was stolen. We received full payment of the insurance valuation of the car within a week.
We currently have friends who are checking around different companies for car insurance renewal and they have asked the following question:
* Would they be covered for mice damage to a car?
As we have never had this problem, we are wondering if anyone can respond to this question.
Care TeamNRMA Insurance
Hi Montrose, thanks for the question! Genreally it is covered but it is a case by case scenario depending on how the damage was caused. Reckless damage to the vehicle which then results in mice damage may be an example of when we won't cover it or general wear and tear or maintenance issue. Hope this helps. ~Natalie
My car was hail damaged earlier this year but is still drivable. Do NRMA do cash settlement for the damages if I am happy to drive with the cosmetic damages
Care TeamNRMA Insurance
Hi Giggo under certain circumstances we can offer cash settlements for some claims. You will need to lodge a claim and speak with our claims team who can help you with this. This link will take you to our claims page https://go.nrma.com.au/2eWVFNc ~ Jono
Id like to know how long insurance assessors take to approve repairs?
Care TeamNRMA Insurance
Hi Nicole, there is no set time-frame as each claim is going to be different and depend on a huge range of factors. If you are concerned about any delay with your claim you can use this link https://go.nrma.com.au/2nH9LZC to message directly with our claims team or if you would like our Social Media team to follow up for you, you can message us with this link http://go.nrma.com.au/2kpnEcG and let us know you have come from Product Review. ~ Jono
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