NRMA Car Insurance

My claim relates to property damage after a car insured by NRMA crashed into my house, resulting in a claim exceeding $50,000. It has been almost two months since I submitted all the requested documentation, yet I have received no response to six emails sent during these 2 months. I have also called the Motor Claims team five times just to obtain… Read more

an update.

Every time I call, I am told that my claim has been transferred to the Settlement Team and the Motor Claims team can no longer assist. They cannot see any progress updates or contact the Settlement Team, while the Settlement Team does not respond to my emails. To make matters worse, I was even given an invalid email address by a consultant.

I understand that a high-value property damage claim takes time to assess, but there is no excuse for leaving a customer without any meaningful communication or an effective point of contact for almost two months. Repeatedly hearing "I understand your frustration" without any actual action is not customer service.

I will have to escalate the matter to AFCA if this continues.

Extremely disappointing experience. Keep records of every email and phone call if you ever need to deal with their claims team.

I find NRMA CAR INSURANCE absolutely terrible with Claims , My son has been with them for 27 years and has never been with anyone else. And yet when his car was stolen nearly 9 weeks ago NRMA have constantly asking for more and more information. His car was Stolen from his Driveway at 12.30am and he awoke hours later to discover the theft. He has… Read more

Video Evidence of the Theft which he has Supplied to NRMA AND POLICE and he has done everything possible to support his claim and he is still waiting. He has a $30 a month payment on his bank statement for a Gym Membership and they are continually asking about this deduction because it is not noted as the Gym’s Actual name but the overall company name which covers many stores. Also they keep asking for more information regarding calls on his mobile phone. It appears that they suspect him of being involved with the theft of his own car which we find very offensive and Slanderous which is basically calling him a LIAR . We are considering taking LEGAL ACTION against NRMA for Defamation because we are sick of this rubbish and something has to be done to rectify this situation

I do NOT recommend NRMA Car Insurance. As a family, we had been loyal NRMA customers for over 25 years, which makes our recent experience extremely disappointing. On 7 September, my husband’s car was broken into, causing considerable damage to the ignition and leaving the vehicle undrivable. Police were contacted and an event number was provided… Read more

to NRMA. NRMA arranged a hire car for 21 days, which was essential because I rely on our vehicle to get to and from work. From the beginning, we experienced ongoing problems with communication and follow-up. NRMA consultants would arrange suitable times to contact my husband around his work commitments with vulnerable clients, yet those agreed times were repeatedly not honoured. My husband would then have to call back, often being placed on hold and passed between consultants who either couldn't provide information or had no answers about what was happening with the claim. Twenty-one days passed with our car still sitting outside our home and the hire car period coming to an end. We contacted NRMA again for an update. This call alone took approximately 1.5 hours. A formal complaint was made regarding the lack of communication and the fact that our vehicle was still sitting at home, leaving us without a hire car to get to and from work. A tow truck was finally organised that day, and we were given the name of one of NRMA's nominated smash repairers. We then contacted the repairer because we believed our car had been taken there, only to be told that our claim had been cancelled with them and sent somewhere else. Once again, we contacted NRMA. We were eventually given an appointment for a complaints manager to call us on Friday between 3pm and 4pm. We waited until 5pm, but nobody called. We contacted NRMA again and requested to speak with a manager. We were told that no managers were available and that we would have to wait for a manager to call us back — potentially within the next two weeks. We asked the consultant a very simple question: Where is our car? We were told that our vehicle had been taken to Pickles, but the consultant said she could not discuss the matter with us and that we would have to wait for a manager to contact us. At this point, our claim is still ongoing and unresolved. After more than 25 years of loyalty to NRMA, we expected far better communication, transparency and customer service. Being left without our vehicle, without adequate transport, repeatedly having to chase information, having appointments and callbacks not honoured, and ultimately being unable to even get a clear answer about where our own vehicle was has been incredibly frustrating. Very unhappy customers. After this experience, we cannot recommend NRMA Car Insurance.

Poor customer service – NRMA would not provide a detailed tax invoice and instead suggested that the certificate of insurance was adequate for this purpose. This was not adequate for what I required, the attitude from the customer service department was unhelpful and they… Read more

were quite happy for me to move to another insurance company. They replied saying that they would report my concern and in the same messages stated that they have lodged my issue as a resolved complaint. I easily found another company with a better deal and customer service, they also provided a tax invoice.

Insurance crooks – Can’t log in to my account to replace a new car the never send a email with a new access code I will cancel my old policy and insure the new car somewhere else lucky I had no claim by this crooked insurance . Show details

No reward – I have never had a claim and living in a low crime area and paying higher premium than I ever have. I asked if they try and retain good clients and comments was we have given you the no claim bonus and all discounts that you qualify for so that's it. Sad need to look for a insurance that rewards clients for NOT claiming. Show details

My car had a minor stoush at a roundabout (other person's fault). My car was still drivable. NRMA was excellent, as was their recommended repairer (Drive, Balcatta WA). I was fully informed along the way, was given paid uber to and from the hire car company (also paid for), and the repairs were done quickly and seamlessly. I cannot fault either company at all. Show details ·  1

I had a minor car accident requiring minor quick repair. NRMA handled it very professionally. Very accurate and updated communication Accountability and responsiveness towards my concerns A quick repair within less than a week during very busy time of the year. Also I really like how they gave me options of their repairers to choose close to… Read more ·  1

my address even though I don’t have that in my policy saying repair at my repairer. The online platform is very smooth. The car was booked in for inspection/assessment and all details right at the portal as soon as Claim lodged. The express repairer Artarmon is as good as NRMA Thank you I’ve had terrible experiences in past with other insurers. I hope this continues if any major repairs needed in future

I have not made a claim through NRMA but have multiple policies and have been a customer for many years. Loving the mutli policy discount, not many companies rewarding existing customers so it's nice to see. Every time I have contacted NRMA they've been quick to answer. The staff members are Australian which goes a long way when there is no… Read more ·  1

language barrier. Staff are knowledgeable & efficient. I have previously tried other insurance companies but NRMA has been the best! I have multiple car policies as well as home & contents and the service I have recieved has been nothing but amazing!

Absolutely appalling claims experience with NRMA. I pay for NRMA’s top level of cover, yet I have now been waiting six weeks just for NRMA to approve my repairer’s quote. If this is the level of service provided to customers paying for their highest level of cover, I’d hate to see what everyone else receives. On two separate occasions, NRMA has… Read more

attempted to get me to accept a cash settlement that was lower than the amount verbally agreed for the repairs. Each time I refuse to accept the lower amount, I’m sent back into the same ridiculous cycle — passed between claims teams, told someone else needs to review it, and then left waiting another two weeks.

Nobody seems to have the authority to actually make a decision.

Every time I contact NRMA via chat, I get the same scripted response: “We understand your frustration.” They then raise another complaint on my behalf, which achieves absolutely nothing.

I don't need another complaint raised. I need NRMA to actually resolve the claim.

Six weeks to approve a repairer’s quote, repeated attempts to settle for less than what was verbally agreed, and endless handballing between departments is completely unacceptable — particularly when I’m paying for NRMA’s highest level of cover.

Insurance is easy to sell. The real test is what happens when a customer actually needs to make a claim.

Save your money and go with another insurer. If this cover was free it wouldn't be worth it.

It’s very bad company I’m not gonna do insurance with them anymore and everyone don’t go insurance with this company my is damaged from 9 months ago they let me wait for 9 months after that they reject my claim and they put my car on statuary written off that’s mean I can’t fix or use my car anymore and they didn’t pay me . The damage not bad to… Read more

write off the car. Also how they put my car write off and they don’t want to pay me aswell it’s very bad company everyone be careful and don’t go with them

Zero care for customers. Zero care for loyalty. A greedy company that knows how to exploit every loophole. They’d rob gold teeth from a gravesite…go with someone else.  Show details

NRMA are not the company they use to be we had water damage from a coffee machine first they passed it then they rejected it I note they sponsor Cricket they should take care of their customers instead. Show details

From my car being hit, to NRMA arranging someone to tow the car, to the authorization to start repairs, it took two months! And in the middle, they would not proactively contact me about any situation; I had to keep calling to ask. Also, note that they do not respond to emails, you must call. Show details

Beware that when you pay by direct debit "annually " that the following year it will be taken from your account even if you've gotten a better quote elsewhere and gone with another insurance company. Make sure you cancel the policy the following year. Sneaky tactics that insurance companies catch you on if you don't read the policy properly. Now I have to wait up to fifteen days to get my money refunded. Lesson learnt Show details

I have never had such a terrible experience with an insurance company. This has been, by far, the worst insurance experience of my life. No one provides any real support. I’m constantly being told that someone will call me back or resolve the issue, but nothing ever happens. It’s been over a month since I opened my claim, and I’m still trying to… Read more

get my car repaired because of the lack of communication and accountability.

The whole process has been incredibly frustrating, with constant delays, misinformation, and no one willing to take responsibility. The level of miscommunication is unacceptable.

I would not recommend this insurance company to anyone.

I had been a multiple-policy holder with NRMA Insurance for over 30 years. In anticipation of purchasing a new car, I sought a quote for comprehensive insurance with the policy start date as 18 June. Due to unforeseen circumstances, I was unable to pick up the car from the dealership until 19 June (24 hours later). I called NRMA from the… Read more

dealership to activate the policy and they advised me that the exact same policy, for the exact same vehicle was no $315 more due to their 'dynamic pricing'. I complianed. They refused to honour their initial quote, citing their 'dynamic pricing' policy. Subsequently. I cancelled every NRMA policy I held, went to a competitor, and saved myself over $1,000 per year. I will never be an NRMA customer again. An organisation like that is not one you want to trust your insurance with.

If they respond to this review, rest assured it will be little more than trying to give readers the impression that my situation was somehow an anomaly or a 'glitch'. It was not. The complaint number was 7286089 and I went out of my way to provide them the opportunity to do the right thing.

Further, I should add that upon withdrawing all my policies from NRMA, I obtained quotes from Youi, Allianz, Suncorp, QBE, AAMI, and GIO. For the same cover (or in some instances, superior), every single one was cheaper than NRMA's original quote (before they inflated it by another $314 in 24 hours). So, I guess I should be thanking them, as ultimately, they have saved me thousands of dollars. So, don't be swayed by their retention offers of 'multi-policy discount', loyalty and such. In truth, you're going to get better value from somewhere else. And, do you really want to deal with an organisation which actively looks for ways not to honour their customers when it comes to your insurance.

I complained about rising insurance costs. If they increase insurance by 11% each year, who can afford to pay for it ? Year on Vera ? Who is responsible for a market of over$ 40 Billion insurance in Australia ? The ICA have never helped us, we run our own. Are they asking us to pay for their st^pid people and their st^pid CPA ( Chartered… Read more

Practicing Accountant ) No CPA would work for insurance, it's too easy. I met one, [Name Removed], look him up. He helped me, we worked on one excel from 5pm - 9pm, and he loved it, so did my client, but [Name Removed] felt parachuted in, and the result ? The Company any was dead when he arrived and are now dead. You pay and they take.

The way a customer is treated in a refund goes a long way towards seeing how a company treats individuals when there is nothing to gain. I asked for a refund on the 25th June and they said "up to 5 days" to receive the refund (policy was paid online). It took until the 7th of July for a cheque to arrive - the first cheque I've had in the last… Read more

decade - and then of course the cheque has to be deposited and cleared. What an absolutely convoluted and drawn out process and it shows that they just don't care - if you cancelling your policy because of financial hardship they could give it back instantly but they prefer to stretch it out to about three weeks. I will never consider them again even if they change policy.

My car was parked inside a private parking lot at a bar in Boa Vista when a drunk person came out and completely ripped the car door off. It was a nightmare trying to get a police report. It took over an hour, and the police never even showed up. Meanwhile, my car was left out in the rain, water leaking inside. I had to secure the door myself and… Read more

go to the police station to file a report and do everything I could to get support from the insurance.

No help ever arrived.

The offender was never identified, even though there was CCTV pointing directly at his car. Two years have passed and nothing has ever been resolved. I ended up having to pay the excess out of my own pocket, and since December 2024 my emails have been completely ignored. I never found out who did it, and I never received any reimbursement.

With this kind of service, this company doesn’t live up to its reputation.

Unlike Qantas.. the one time I needed support, everything was resolved over the phone in under an hour.

Forget NRMA. There are much better options available.

Not only is the Insurance expensive but to try and get a fresh quote is infuriating. Last year I struggled to log in. You put your information, it send you the code on your phone, you enter the code, it says (success logging you in), page refreshes into "log in or continue without logging in". This is revolving door of garbage and it has been 2… Read more

years now this has happened. Luckily for me I tried AAMI and my insurance went from $1222 to $802. Loyalty bonus with NRMA is a joke, congrats guys you lost a customer that you have had for over 15 years.

I agree with all the other one-star reviews posted here. I'd give them a 0-star review if it was possible. I recently had my vehicle damaged whilst parked and the claim process was a total nightmare. They made it virtually impossible to upload any dashcam footage due to file size limitations. They demanded a police report even though the dash… Read more

cam footage clearly showed the offending vehicle (who is also insured with NRMA) as they claim they cannot obtain drivers name and address without a police report. Spoke to multiple members of police who advised they can obtain this information without a police report and were just being lazy.

Spoke with numerous reps during the process who I suspect were all based overseas.

The whole process wasted so much of my time I ended up withdrawing the claim. Makes me wonder why I pay my premiums to start with.

NRMA? hello, is anyone home? – NRMA is only good to take your money. No customer service, no reply to emails, can't understand the person you speak with ?.. bad luck, you get told to put a request in to speak with a supervisor and wait at least 24 hours?? Two repairers for hail damage, I paid the excess to the first one, then I was asked to pay again to the second for then… Read more

being reimbursed ?? There is a breakdown in communication between NRMA and assessors and I was caught in middle. Five weeks later.....I just got repairs approved, yet not to be curried out till mid August. NRMA will insure your motorhome but wont give you a list of repairers that can do motorhomes . Here is our proud Aussie insurer!

I would give this 0 stars if it were possible. Where to start? After an accident on the way to Sydney (not at fault, minor damage and the bumper was pulled off when the other vehicle neglected to see me when merging) my vehicle was taken straight to the auction house/salvage yard after I was told it would be towed to a repairer closer to my house… Read more

instead of being stored 2 hours away. I still had personal items in my car and was initially told I could either pay for them to be sent to me if I wanted them or pick them up myself. (Which wasn’t possible as I didn’t have a car and wouldn’t make it before the salvage yard shut)

Speaking with Adam S, one of NRMA’s assessor’s, he told me it would be a waste of his time to provide me with a repair quote or any information regarding the damages to my vehicle and insisted it was a write off and that if I wanted my car back I would have to buy it at auction.

After 2 months of complaints and escalations I finally got my repair quote and managed to get my car towed to a local repairer and paid for it out of the settlement money.

I spoke to 3 separate assessor’s and it was sent until I spoke to Norm, the third one, that I was treated with respect and spoken to like a person.

I had sent 4-5 emails back and forth discussing why they were trying to deduct my rego and ctp from my settlement payout when we’d agreed they wouldn’t be cancelled as I wanted to repair my car. Each time I was sent a generic reply that didn’t apply to my situation because there wasn’t any cancellation or refunds. I was then sent a reply quoting “NRMA PDS page 25” blah blah blah, which again was trying to say they were entitled to the $500 for my rego and ctp because the standard is to cancel and refund the unused portion. I escalated the situation with another complaint and then finally they apologised for providing the wrong information and stopped attempting to take the additional $500 out of my settlement payout…

Do NOT get insurance through these guys unless you are looking to be extremely stressed and have to argue for what you are entitled to as a paying customer. These guys are rude and tried to screw me over at every turn. Take your money elsewhere.