Garbage - They Go Against their Own Advice
The car suffered minor hail damage.
NRMAs professional third party assessor classed it as repairable (I have their report) and I have it in writing from NRMA (7 February) that they would put it on the Written Off Vehicle Register (WOVR) as repairable. NRMA do not have a buy back scheme but Roads and Maritime Services (RMS) assure it is fully legal if I buy it at auction (Pickles) and re-register it. I can only do that if it is classed as repairable.
Despite all this NRMA classed it as a statutory write off. NRMA initially said they had to register it this way because they don't have a buy back scheme and they were legally obligated to classify it this way. I checked with RMS who said there is no such legislation and they do not have a requirement for companies with no buy back to do so. NRMA also admitted they do not have an internal policy to do this.
When confronted with the fact there is no legislative basis of their actions NRMA's response changed to we have no "obligation to do so" (put it as a repairable). What the hell does this mean? They are ignoring the professional hail assessment and their own advice to me. The answer reads, despite our written guarantee we can't be bothered to do so.
RMS said the WOVR decision can be reversed but NRMA are too proud to do so.
I am trying to save resources and save a perfectly good car, albeit with a light dose of acne. Fat chance with NRMA.
Claim No: NRM 182963398
All they want is your money.
Sure enough, a business needs revenue to continue its services but having a good customer service would be appreciated. This insurance company has one of the worst customer service you can get which lets you wait for a very long time to have someone answer the other end of the line. And you get someone from overseas that is just being trained to answer to standard questions. They run their responses with a script that was handed to them.
Disputing was painful and stressful as it could be. I had to get AFCA (Australian Financial Complaints Authority) involved to fix a claims issue.
Save yourself from all the stress this company can give you and look somewhere else.
Poor customer service
I rang and got transferred then hang up on the Indian stuff u guys have don't even understand English was waiting for 1hr and 30min then to talk for 2 min then she hang up on me .. NRMA don't employ people from Australia instead go overseas
Conflicting price information with purchase of car insurance.
I purchased online and with telephonic conversation a comprehensive insurance plan for 12 months. I was told that I would get a basic plan for road assisstance for 79 dollars due to enrolling with NRMA car insurance. The phone and internet disconnected due to poor connection. On February 15th I went into the local store to sign up for the road assisstance and I was told different information. I was told that it was only valid at the time of enrollment. I let the representative know that this was not what I was told. I was told that NRMA would honor a reduced rate due to purchasing their insurance plan. This was at the Raymond Terrace NRMA center in NSW. Margaret Blanch looked into it again and was able to resule the inssue and instead of 206 dollars. I was only to pay 139.00. Thank you Margaret.
If nrma looked at there reviews they can see they get 1.9 and you have to give one star to leave a review do they care
Stalling tactics ,delaying tactics and no customer service I would like a senate inquiry into NRMA,s behaviour if anyone agrees maybe you can talk to your local and federal member
Terrible insurance company if I could rate zero I would
Policy that I had with nrma was full of crap that is impossible for a normal person to understand or decipher car was fully insured when hail storm of December 2018 hit in Sydney and was given a verbal estimate for car due to write off when payment came through it was $1000 less and then the deductions started
Claims department is incompetent. Cancelled the claim as I got fed up going round in circles for 6 m
My car got damaged by a runaway truck that hadn't secured its load properly back in August 2018.
I lodged a claim soon after and for 6 months and since then there has been zero progress on the claim. NRMA keeps telling me go to the police station to file a police report, which I already have although they could only file a traffic complaint as there was no contact between my car and the truck (apparently not securing load and damaging other cars on the road with flying debris has no consequences in this country). The police told me the insurance company can still obtain the other party's detail anyway but NRMA keeps phoning me every few months telling me the same story and I have to tell them the same story. In the end, I got fed up and told them to just forget about it and cancel the claim. Absolutely furious about the incompetence of NRMA.
Car accident claim disgraceful
DISGRACEFUL. 45 min plus to speak to non English speaking off shore female. She repeatedly said “mmmm, ok. Mmmmmm, ok”. I said “no, it’s not ok”: needless to say after 9 working business days my car hasn’t even had assessment/quote done let alone repairs started. I have a 14 day hire car and told by repairer it’s minimum a month wait. Obviously repairers can’t keep up to their work load but I’m left with a $40 plus per day hire car and $1650 excess if I’m unfortunate to damage it (hire care) plus my $695 excess. All because a kangaroo bounced in front of me. Thrifty car rental advised me that NRMA are worst to deal with along with Coles insurance (owned by NRMA),
I think 9 working days to quote a car is a joke.
I was told by the customer service staff at Cessnock NSW branch to have “comprehensive plus cover” I’ve never heard of such cover nor have I ever had the option to take it out. I requested her to show me where on policy that is. Her reply “oh it’s not there, you need to read your product disclosure book”. I didn’t get this book via email when it’s time to renew policy.
NRMA don’t care about genuine loyal customers. I have 2 cars, boat, house/contents, trailer and greenslips with them. Time to take my business else where.
I feel they just hold me in contempt
I had to claim through NRMA as the not-for-fault party. The Indian call centre representative struggled to understand me, but we eventually got my repairs booked and a rental car organised. He told me that
I could buy the excess reduction insurance from Hertz and I'd be reimbursed for it, and I was told the same by another person on the phone subsequently. So I did buy it. But can I get it reimbursed? No. I have spent hours on the phone, emailed them invoice twice, tried reaching them on social media... but nothing. Pathetic. I am out of pocket about $200 for an accident that was their customer's fault. I am angry.
Best service ever
I've been with NRMA Road Service for over 40 years..Today the battery went dead on my car and they were on my door step to replace a new one in less than half an hour. Can't imagine why anyone would drive without road service. Once again, NRMA came to my rescue and they always have very nice friendly people who come out to fix the car...Thanks again.
I don’t recommend anymore
On the 5th January my Harley was stolen from my driveway and I reported it police and was given a number to provide to my insurance company which is the nrma ! I rang to make a claim and I was quite upset at the time , and [name removed] the service lady was so kind and helpful she really calmed my mood ! Is was quite impressed! I was informed I’d be be contacted on the Monday or Tuesday, i was not contacted till a week after that on the Tuesday by a claims officer ! I ran through everything with her and I was told she would be in contact that afternoon if any more information was needed! I was not contacted ! instead I called them a couple of days after just to see if there was anything else needed . I was on hold for 40 minutes to be told my claims officer was working on my claim and would be in contact before 6 ! She did not contact me , I rang again this Tuesday to sit on hold for one hour !!!!! One hour to be told my claims officer was not there and she would call me today! Which she did ! And I was told my claim is being investigated because it was flagged due to the policy coming to an end ! My bike was stolen from my driveway 2 days before it was due for rego and I was taking it for a pink slip the morning it was stolen !!!! the policy would have been renewed along with the rego !my bike was a labour of love and to be made to feel like I’m a criminal is so disrespectful ! My wife and I have used u guys for all our insurance policies for 15 years on multiple bikes , cars and home contents ! I’ve have now been informed I have to provide service receipts for my bike a invoices for parts I’m a mechanic by trade and do my own fabrication and mechanical work so I can’t provide this information! I’ve also been informed that I have to provide an invoice for purchasing of the bike which is registered and insurared in my name and the insurance payments have been coming out of mine and my wife’s bank account for 15 years for multiple policies ! They want pictures of the bike and I have to send the keys in which I have no problem with the last two requests as if they do find my bike after the claim is settled it belongs to them ! I was that upset today I left my workshop after the phone call ! I was left feeling like a criminal guys !!!! I’ve never had to make a claim and didn’t even know any of the processes! I’ve been left feeling empty and betrayed by a company I’ve been paying for 15 years ! And I’ve just been informed by my wife that my insurance was set up to automatically renew each year so the nrma have flagged me because my insurance was due to expire , but it’s set up to automatically renew each year !!! So I’m sure they will come up with another excuse to to make me feel like a criminal!!!!!!!!!
Astonishingly poor claims process for storm and hail damage
My car was damaged in the Sydney hailstorm in December 2018 and I lodged a claim the same day. After hearing nothing from NRMA for 3 weeks, they finally told me to drive my car to their subcontracted 'hail specialist' for an assessment - this was located on the Central Coast, over an hour's drive from Sydney. I had to take a day off work to do this as they would not let me take my car to a local provider. I asked about reimbursement for petrol costs and was laughed at by the consultant. I asked to speak to a supervisor to approve taking the car to a closer location and this request was flat out denied.
The experience with their 'hail specialist' was also underwhelming. I had to point out some of the damage that they missed on their rushed inspection. They told me that the car will take 3 weeks to repair, but they cannot start repairs until late June. My policy says I can use any NRMA partner repairer, but there is actually only 1 'partner repairer' for hail damage. I have to take my car back to the Central Coast for repairs, over an hour's drive from home. Once I drop it off for repairs, I have to make my own way home, at my own cost. They do not even provide a shuttle bus to a nearby train station or transport hub.
This whole process has been very frustrating and disappointing and there's very little care or willingness to help shown by NRMA staff or their subcontracted provider. Meanwhile my insurance premium continues to increase each year despite the amount my car is insured for being dropping significantly.
Car insurance claim - Hail Damage
The worst experience I have ever had. I will no longer use NRMA as my insurer. Worst customer service, worst policy. Everything about them has just been terrible. Need the option to give zero star rating, because that's what NRMA deserve.
Great Customer Service
I have dealt with the Customer Service team a few times. The most recent time I spoke to a lovely man named Ralph. So helpful and kind. I am shocked and sorry to read all these bitter comments regarding something that could not be helped. When something like freakish hail storm happens it makes sense everyone will want the same thing. You will not get what you want straight away regardless whether you've been a customer for 100yrs or 18mnths like me.
Worst claim department assesors
I honestly do not recommend anyone to insure with NRMA. My car was damaged by the December 2018 Sydney hail storm. I have submitted my claim around 6 weeks ago and till now the claim progress hasnt been resolved. I have the any repairer option on my policy and nrma is playing games with me. Worst claim process. I have had the car TWICE assessed by one of their partnered hail specialist repairers and still NRMA are giving me a hard time.
I should of stayed with GIO i have dealt with them twice in the past and everything was easy and smooth.
Should have the option to rate NRMA 0 star
Terrible customer service on the phone. Consultant has to check and put you on-hold every now and then. They system there does not even know where your car is and whether or not it is checked by assessor. Ask you to ring the repairer yourself as NRMA's consultant just could not reach them! Once the line cut off, you have to queue in line for another 30min to 45min before getting through to the right department to talk and have to go through your story from the beginning to end.
Could not trust what you have been told by the consultant. It was said the car is to be towed the next day but no one show up! Promised to have assessment done the next day after the car was towed without any follow up. After many calls spending more than 2hr on the phone, the answer is need 48hr from the time we speak but not when it was requested! Supervisor is not reachable as they are too superior to attend to frustrated customers before the set timeframe 48hr.
Nrma has dropped the ball
Been with Nrma for well over 20 years with multiple policies and after someone smashed into me a couple of weeks ago I’ve had a painful time dealing with Nrma, 30 plus minutes waiting every time I ring up, then to be greeted by someone from Bombay, it’s bad enough having to repeat what you say but to have to spell out the whole conversation is a joke and disgraceful what Nrma has done, time to start looking elsewhere.
Do What you need to do!
Been with NRMA for over 35 years and had 5 x policies with them from being one of the best insurance companies to the worst. No customer skills and now one of the most expensive. I have cancelled all my policies now and have gone to other insurance companies that do H E L P.
20 years and will not renew. I am trying to help a friend who is overseas due to a death in the family. They have no concept of the fact that i have been given permission to act on his behalf. To get any sense from them is just pointless as they dont listen. All we want is to know who is going to fix a broken rear canopy window, you would think it was simple, but no it isnt. Many years ago i was with the NRMA road side assistance, as that is what they were about at the time, since then they have grown into an unfriendly un feeling organisation that is all about money and forget the people. Common sense with these people has gone. I have waited for more than 5 hrs over 3 days and i still havent got anybody except a claim number for which they put down the wrong details. To try and use the online chat line is a joke, they have just got it all wrong and forgot what they are supposed to be about. Oh, to come on the news and tell us petrol prices are too high is joke, we already know that and for them to say there is nothing they can do, just about sums up the NRMA.
NRMA - Limited choice of repairer
I made a claim on 22-Dec-2018 for damage to my car that was caused by the recent Sydney hail storm (20-Dec-2018). On 18-Jan-2019, my car was finally assessed by NRMA's partner repairer that specialises in the paintless dent repair method and this was 45km from my residential address listed on my Comprehensive Insurance policy. The outcome of the assessment is that my car is 'estimated' to be repaired by NRMA's preferred repairer by 10-June-2019.
A request to assign the hail damage repair to my choice of repairer, who can repair it much sooner, was denied. Previously, I made a claim on 18-Feb-2017 for hail damage on the same car that had NRMA Comprehensive Insurance and there were no issues at all with assigning the repair to my choice of repairer.
This is extremely disappointing considering that I've been a customer with NRMA for over 10 years. It seems that NRMA would like to dictate who can repair your car and have absolutely no concerns for the owner's request to have the car repaired to a standard that they can be happy with. I haven't even started with the numerous hours on the phone with NRMA waiting on hold or being transferred to multiple departments or team members that could not assist me any further.
A royal commission into the car insurance industry is definitely needed and the general public should be made aware of all negative customer experience with NRMA especially, anything that is similar to what I experienced.
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