NRMA Car Insurance

Waited 1 hour & 14 Minutes to finally speak with someone in Malaysia, very difficult to understand the lady & was placed on hold for a further 15 minutes in total. Was told no supervisor available to help. Been with SGIO now NRMA total of 26 years, have now cancelled my policy due to very poor service. Show details

I have my house, and 2 cars insured with NRMA and now wanting to insure my caravan and get cheaper quotes from elsewere even with the group discount from them. I only want it insured for the 25k i paid for it but the minimum is 38k whick makes zero… Read more

sense. Anyhow i am going with either GIO or new wave insurance as they are half the cost of NRMA . This valued customer doesnt feel very valued, might take everything else to a different company also.

Following an accident in mid Aug I submitted a claim on NRMA Vehicle Insurance. Since submitting claim, I have made multiple phone calls for information and status of claim and repairs. I have yet to speak with anyone who speaks English as 1st… Read more

language. I have spent hours on the phone trying to get answers for questions that should take a couple of minutes to resolve. Countless Options to select from, hours of interminable prerecorded waffle about NRMA. As soon as repairs completed (??) I will be cancelling and looking for new insurer. APPALLING customer service! APPALLING!!

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!

My review is for Tanya at the Queanbeyan NSW office. I find it really fabulous these days to have someone like Tanya to breeze through my queries. I am really impressed. I would submit more than 5 stars for Tanya if possible. Thank you again Tanya. Show details ·  1

Based on my experience, I would strongly warn others to avoid this insurer, no matter how tempting or cheap the quote may look at the beginning. My car was written off, and I have been trying to get my account/policy closed for almost a year. I provided the document they requested, including written-off vehicle information from their own claims… Read more

team showing the incident date. Even after providing what they asked for, my account still has not been properly closed.

The handling from the Policy Support team has been terrible. Instead of helping resolve the issue, they keep pushing me between departments and saying they cannot contact or coordinate with their own Claims Department. As a customer, I do not understand why I am expected to keep chasing different internal teams when this should be handled within the company.

One of the most upsetting parts is that I was told there was a note on my profile saying a staff member had contacted me and advised me, even though I never had that phone conversation. I believe this kind of false or incorrect note on a customer’s profile is extremely serious and unacceptable.

I have honestly been through hell with this insurer. I feel trapped because I have done what they asked, provided the evidence, and clearly requested closure, but they still have not properly resolved it. I do not know how a customer is supposed to get out when the company keeps refusing to take ownership.

The quote may look attractive at first, but please consider what could happen if something goes wrong and you actually need proper support. My experience has been stressful, exhausting, and deeply disappointing. I would not want anyone else to go through the same situation.

I wanted to give negative stars for how useless they are to send my CTP to Service NSW. After many days and many phone calls later, no one can resolve the issue why my paid CTP greenship won't get send to Service NSW, I am out of a car for days now and no one can give me a straight answer, they will just take your money and let you die on your own. Show details

61 years of loyalty and all they do is take advantage of the elderly. No customer service at all. Call centre staff are disgusting. Will be cancelling my policy. Show details

Pity there is not a ZERO. Vicious service at NRMA Nowra office for CTP. They already had my car insurance. Told required 5 levels of ID. Simply false. Wanted to take my credit card number and pin over the phone, I objected to handing out both for financial security reasons. Banks say never hand out your pin. I said send invoice to me and I… Read more

will pay. They said no. So I had to drive to the office, some half hour to pay, which is when they demanded the 5 points of ID. Just vicious - when all the research online shows they do not require it. Totally need a personality and intellect transplant. Wont EVER use them again. Seem to forget that I am the customer, and they are providing a product and service. They tried to break every security level of financial services. I know I have been in financial services [including insurance] for 30 years.

NRMA has gone downhill and FAST. Absolutely awful to deal with, long wait times, incompetent and rude staff and inefficient processes. Previously held multiple policies for years was loyal to NRMA. They are not worth a single cent of your money. AVOID!!! Show details

Worst insurance claim experience – extremely disappointing. NRMA run by IAG which the main parent company. NRMA customer service all based in Philippines and mostly the calls with them. When I raised a claim with them there were more than 10 different people calling me which was really stressful and had me feeling really anxious and stressed.… Read more

Worst company to sign in with.

I had one of the most frustrating and stressful experiences dealing with NRMA after lodging a motor vehicle claim. What should have been a straightforward process turned into months of delays, repeated questioning, and what felt like assumptions rather than a fair assessment of the facts.

After my accident, I reported the claim from the scene, provided photos, cooperated with investigators, signed towing documentation, and participated in recorded interviews. Despite this, the claim was ultimately refused based on inconsistencies in memory, speculative financial motive, and inability to contact a third-party driver — matters that were largely outside my control.

The investigation took a long time, and during that period I was asked to recall very specific details months after the event. Naturally, some details were difficult to remember, yet this was used against me. I also corrected minor information which was one single letter (such as a registration number) from J to G as my English was not first language but this too was treated as a credibility issue instead of human error under stress.

What I found most disappointing was: • Heavy reliance on assumptions rather than clear proof • Lack of consideration for stress and memory limitations after an accident • Third-party non-response being used against me • Financial hardship being implied as motive • Limited transparency in providing investigation materials • Long delays and poor communication throughout the process

Despite providing photos, evidence of the scene, and full cooperation, I felt the decision had already been made before my explanations were fully considered. The process added significant emotional and financial stress.

I expected an insurer to assess the claim fairly and objectively, but instead I experienced a defensive approach that focused on denying the claim rather than working collaboratively to resolve it.

Overall, this has been my worst insurance experience. I hope NRMA improves its complaint handling process, transparency, and fairness for customers going through already difficult situations.

I have fully acted in Good faith and best knowledge and had two interviews and provided most required documentation.

They have not treated a vulnerable case like mine with good faith and per code of practice.

AFCA outcome already came in my favour for mishandling the claim. Now I am in the second process escalating for rejecting my claim.

If authorities asks me then ASIC full audit required and this is a court request.

Rating: ★☆☆☆☆

Would not honour online quote rep said many changes have happened during 21 day period in my area but couldn’t describe any of them a $400.00 difference in premium i bought policy so I could drive new car home from dealership I feel misled as a customer with multiple policies for many years I also spoke with customer relations but they couldn’t… Read more

help either however everyone was very courteous and understanding and agreed with me it was like a comedy show I have now canceled insurance on one of my cars and gone to another insurer I will start looking at all my policies now This is not what I expected from such an iconic Australian company

NRMA! You are sending an overdue reminder while I have never looked into NRMA and what it entails. Vehicle registration/Product N/A - My NRMA Total due $60.00 Due date 15/02/26 Please could you make sure customers are aware and you have received the consent before turning into paid service. I have called up customer care and have got the (whatever that service is) cancelled. Show details

Good value for money and easy to transfer from another insurance company. however it has been so frustrating dealing with the claims team after my car got written off by a drunk driver. I provided a substantial amount of documentation and photographic evidence of the scene. They insisted we needed a police report to go further, but police were… Read more

stating that this is not the case at all and even if they did need a report, it would be $92 out of my pocket and 2 weeks for it to arrive. NRMA stated the issue delaying the claim was that I didn’t have the at fault drivers details (after I had already provided their first name and rego - surely the insurance company can put two and two together and find the rest of the information?) Once I got their details, they then said they needed proof of my drivers alcohol and drug test. I explained it was 0.00 and that the blood analysis done at the hospital could take up to 2 weeks. They simply wouldn’t accept any explanation that our results were all 0, stating I could be lying about the result and any alcohol reading would forfeit the claim. It appeared each time I gave them information, they created a new issue to delay the claim. Once they’d gotten in contact with a police officer to confirm our negative drug/alcohol screening, they said they had booked me a Mitsubishi ASX rental for 2 weeks. Upon arriving to the hire car location, they informed me I was booked in for a Mazda 2 (much smaller than the SUV I requested). I have to return to the car hire tomorrow to get an SUV. It has felt like everything is going around in circles and there is an issue with every little detail.

Wow. NRMA comprehensive car insurance is in itself, an accident waiting to happen. We suffered the worst customer experience in 40 years. We chose Drive, Pinkenba, an NRMA preferred repairer and it became an absolute nightmare. They held our vehicle for nearly three months, gaslighted us, postponed our repair to suit their schedule, hung up on us… Read more

several time when we attempted to make genuine enquiries, made little to no effort to source parts. A part they claimed was taking over a week was in stock at Mazda locally and could have been delivered in one day. The only reason we finally got our vehicle back was because my partner sat in their reception for six hours, until they had the car ready. BEWARE!!!! Do NOT choose an NRMA preferred repairer. Drive Pinkenba accepted over 70 vehicles in the same time as ours, knowing full well they couldn't repair them in a reasonable time. They queue vehicles and keep people hanging, all to suit their business. The customer comes last. And NRMA? They took a back seat. They barely provided updates and when they did,they were vague and outdated. Had we not finally got our vehicle back after 9 weeks, we were planning legal action. I haven't shared most of our bad experience, there is just too much to cover. We will NEVER use NRMA or Drive Group Pinkenba. This is a warning to anyone planning to use either.

Absolutely terrible experience with NRMA. My car claim dragged on for 3 months, and the service was shockingly poor from start to finish. They left my car at the towing yard for nearly 2 months without properly dealing with it, and it only got assessed after I made multiple calls and kept pushing for answers. I had to do all the chasing myself… Read more

because nobody seemed interested in handling the claim properly. The delays, lack of urgency, and poor communication made an already stressful situation even worse.

On top of that, their settlement explanation was unfair and ridiculous. They said they would deduct my registration from the settlement because I could supposedly claim it back from the Department of Transport. But the registration is something I paid for, not them, so they have no right to treat that as part of their settlement deduction.

This whole process felt unprofessional, slow, and unfair. For an insurance company, this level of service is unacceptable. I would never want to deal with NRMA again.

An NRMA customer smashed into my car while I was parked (I was in the car)- they were likely on their phone as completely ran off the road and have been charged by police. Their insurer- NRMA have written off my car but refuse to communicate in writing. They have made one phone call a month after the incident requesting my bank details and… Read more

pressuring me to just receive a payout for my vehicle without providing anything in writing. So dodgy it seems like a scam. Unsure why NRMA refuse to communicate in writing when I have requested this and they have my email address. I am forced to continue paying registration on the written off vehicle as NRMA still refuse to provide anything in writing! Fortunately AFCA is such a good service to assist when dodgy insurance companies try to rip people off.

So today, I get this friendly little alert from NRMA about my home insurance renewal. No big deal, I think—I'll just jump online and get it sorted. I’ve got four insurance products with them, so pretty straightforward, right? Well… not quite. As I’m checking my policies, I suddenly spot something bizarre. One of my comprehensive car insurance… Read more

policies is still active—for a car I sold eight months ago. Eight. Months. Ago. Apparently, I’ve been generously insuring someone else’s ride all this time. Bravo, me! So, I call their support, explain the situation calmly, and ask for a cancellation and, you know, maybe a full refund for the time I was protecting a stranger’s car. Their response? “Oh, you auto-renewed because your auto-debit was active. That counts as your consent.” And the best part—they can only refund me for 51 days. Fifty-one. I ask, “So, I’ve basically been paying insurance for a car that doesn’t even belong to me?” And they go, “Prove it—or we assume you’re lying.” Seriously? After a decade as a customer? I try to stay polite and mention, “Hey, I’ve got three other insurance policies with you, I’m just talking about this one.” The support agent responds with the warmth of a brick wall and the tone of someone doing me a huge favour by even staying on the call. At that point, I’m done. I say, “You know what? Just cancel everything. All four policies. I’m out.” And guess what? She says, “More than happy to,” and cancels everything in under two minutes. I sat there thinking—is this really how businesses operate now? A decade-long customer, wiped off the books faster than a spam email. Unreal.