NRMA Car Insurance - Third Party Fire & Theft

My car hit by NRMA car insurance client, I called NRMA hotline a few times to ask for compensation, but NRMA hotline staffs were all trick, they said the number who the at fault driver provided to me was no record? Rubissh NRMA. Show details

Big saving! – Insurance is so expensive, especially for a single parent family like ours. With the kids starting to drive now I am struggling to cover the expensive of the vehicles. Whilst taking advantage of the very convenient web chat today, Tricia alerted me to the current promotional Third Party Fire & Theft Ins offer. I am so impressed that I am… Read more ·  1

switching our other vehicle over to this policy as well. Thank you Tricia & thank you NRMA. 32 years with you & still going strong!

amazing help – got a new car insurance, Shanne helped to fix the contact info. amazing experience. Really impressed with the professionalism. Shanne helped me to undertsand and make everything fixed and working for me. Show details ·  1

Tricia saved me money on my policy during COVID – Working from home has become the norm since COVID restrictions were introduced. We have a car thats no longer doing daily trips and is staying at home. Tricia gave me some great options on how to keep my car insured at agreat rate even thoiugh its not doing much traveling. the process was fast, easy and smooth and a great saving. Thanks so much. Show details ·  1

Lack of respect over dollars what hope have we got – 27 th September accident not at fault going threw claims process was painfully call centre in Australia he put wrong rego down that was the start of the worst service i have ever had constant calls to phillipines call centre can't even understand the women your talking to 58 mins on hold multiple times i like the recording at the beginning they… Read more

talk about respect what about respect for the customer ive been with nrma for 32 years my grandfather worked there in road service for 27 years what I'm saying is I've been loyal to nrma doesn't matter any more it's all about $$$$$ buyer BEWARE

Nrma bad insurance – My car was involved in a MVA on 6th of october. Other party fault. Other party is insured with nrma. Today is 12th nov and my car is not fixed. In those 5 weeks I spoke with 15 people over the phone but my cars is still not fixed. Nrma is a totally joke. Show details

Made up the name of a car to insure – I have been on hold for over 3 hours then hung up on so called back still no one answers and no one will help they just take your money then make up the name of a car to insure. Show details

A horrible experience and still on going – I am in the middle of having a claim handled and so far it has been a horrible experience. I've been given misleading information that differs with every Consultant I speak to, I have absolutely no confidence in their ability to process the claim. It's very hard to understand them at times, some accents harder than others. The NRMA once upon a… Read more

time was a trustworthy and good company to deal with. We have been with them for well over 40 years but after this experience will be taking all of our policies elsewhere.

Harrowing experience – Absolute crooks and fools. Had an accident. Hit a fellow driver from behind but have footage that proves I'm not the one at fault due to driver being negligent and stopping dead without any notice which resulted in me hitting him. Told the NRMA I have footage and the refuse to look. I want restitution for my pain and suffering and car repairs.… Read more

I'll go National if this isn't rectified. No one is getting a cent out of me due to what I've had to endure. I'll be cancelling and going elsewhere when I get my car fixed. Be careful. Only want your money and refuse to help if you don't have Comprehensive, even with proof that proves you're the one who was hard done by.

NRMA needs to communicate better – A pat on the back for staff member [Name Removed] for her informative and pleasant phone manner, in what has been an otherwise drawn out and often poorly communicated resolution of a car accident. The final straw was being served with a Statement of Claim by the other party and car hire company long after the matter had appeared resolved.… Read more

Although also in receipt of a Statement of Claim, the NRMA made no contact with the policy holder, and its delivery caused a lot of unnecessary angst. A simple courtesy text of the sort it customarily sends, reassuring the policy holder that NRMA was taking care of it, would have been appropriate.

Terrible – Changed over from SGIO to whom i have been with for 17 years, NrMA cant verify me for some reason, they said they have sent out paper work to my address but upon saying my address to them, they said its wrong, i have my policy number and recipt from paying my renewal last year which they sent to the correct address as i recieved it and paid it,… Read more

yet they say due to not being able to verify me , i dont have a policy with them. Staff said they have done all they can for me and i can re apply for a new policy. I still have 6 months on my policy that ive paid for. So i have switched to youi, better customer service, better rate, all over better company.

Customer service is dreadful – Calling through for the first time after an accident - expecting help, met with what was practically an AI bot experience. Cold, and verging on nasty. Not an easy place to work, granted, when customers are often at their worst, though as a customer service person myself I felt I went in with this in mind. The service was cruel and unfriendly, and… Read more

really a kick in in the pants after a terrifying day.

Fast forward to paying excess and (a) the capacity to pay the claim took time to come through, and they had the gall to call put pressure on me for not yet paying. Tried to pay that evening, still couldn't. (b) option to pay came through - tried to pay online and went around in circles. Used the chat function for help, and they had no useful answers, and were pretty patronising

This seems to be a huge unwieldy and disconnected company that either cant or wont invest in customer service. It does appear that there is better out there, and I am leaving NRMA as soon as I can.

I don't think I've ever written a bad review, but NRMA really deserves one – Car accident that was very clearly not my fault on the 4th August (hit in the rear going forward). I initially told the person on the phone verbally what happened and they confirmed that I wouldn't also have to do an incident report form because of this. I asked to be notified only when they had information, little did I know I just wouldn't be… Read more

contacted at all.

I called about a month later and it turns out the missing incident report form was delaying the whole investigation. I sent that through and requested to be contacted weekly this time (they offered this as an option initially) and didn't hear anything back. I was sent an email requesting the incident report form three times after already providing it (once addressing me as the other party).

I couldn't keep waiting on hold every time I built up the courage to ask for an update, so I sent email after email asking for information, no response. I called back after a couple months of no communication to file a formal complaint. I told them all of this over the phone, and they insisted that it's not their fault because they didn't have anything to update me on. They couldn't tell me what they were doing at this time. I told them it's not even how slow things are going, is it too much to ask to be updated with a quick email to tell me that something is actually being done? It's like talking to a brick wall.

It's the 23rd November and I still haven't even been told if my car is a write off or able to be repaired. They haven't even told me if the other party has accepted fault or if not, what happens now. I've been sending emails with no response. At this stage, I'm just going to wait. It's not worth the agony of contacting them any further.

Paid them for 4 years and never made a claim until – My encounter with NRMA in regard to a claim process was not satisfactory. Despite the proactive approach of the third party, who promptly provided me with a claim number, it appeared that there was miscommunication on NRMA's part. I had expected them to initiate direct contact with Allianz; however, after numerous follow-ups and realizing the lack… Read more

of progress, I took matters into my own hands and dealt directly with Allianz instead. To my relief, they proved to be extremely helpful throughout the process.

Considering my loyalty as a long-term customer of NRMA, this experience has left me contemplating other options for both myself and my family. The disappointment caused by this incident makes me hesitant when it comes to recommending NRMA based solely on this particular encounter.

Completely useless – A couple weeks ago now I was involved in an accident where I the driver was not at fault. Getting into an accident is stressful enough and I thought my insurer would be on my side to help work through the claim. I was so wrong. We have had 0 contact from NRMA we have had to chase them up on everything to getting the claim through to just getting… Read more

the car evaluated. It has been over 2 weeks since we got the car evaluated we have called multiple times yet everytime they say “it will only be a day or 2 longer” only for there to be silence until we call again to ask. The mechanic who evaluated the car told us it would be a write off and told the insurer so it can’t be a problem with him like they are claiming. Seems like they are trying everything not to pay the policy out. Trying to add to that 750 million profit margin but can’t provide decent customer service. Will not be renewing our multiple policies with people who can’t even return a call to their paying customers.

42 years of loyalty only to get shafted – 42 years - 10 policies. Soon to be no longer. This was the only Third Party Policy held due to being recommended by them over the phone to reduce the cost of adding a new driver. I was prepared to wear the cost of repairing my vehicle if I was at fault but didn't expect the same when hit from behind by an uninsured driver. The repairer right from… Read more

the start said that it wouldn't be repaired but a cash settlement would be made as parts were not available anymore. The assessor agreed and asked the repairer to quote as if parts were available as the vehicle was too nice to write off. His response was that the quote would be worth more than the vehicle. ( NRMA will comprehensively insure this vehicle for $18900) The quote was $6115. ALL parts listed on the quote are available and a subsequent quote to repair the vehicle is over $11000. It was obviously cheaper for them to under quote so that the payout was a maximum of $5000 rather than repair or pay out for total loss. The claims department accepted the clam then rejected the claim 3 times, Each time I rang I would be told that the driver at fault had not been established even though the vehicle in the middle had been paid out (by NRMA) as he identified the driver at fault. At one stage I was told that I was partially at fault yet I was the front vehicle and stationary when hit from behind. Even after sending me a cash settlement fact sheet for the third time, payment was not forthcoming. It has taken 3 months to get $5000 and I'll be out of pocket over $6000 to repair my vehicle. Not happy.

AVOID AVOID AVOID – Really disappointing experiences with this company.. HUGE wait times on the phone, even when i finally spoke to someone they cut out/hung up and never called me back, so round 2 on hold. Can't get into my online account, have tried to reset my password but to no success. They've mixed up my details with my next of kin? And when asked to change… Read more

several times, i come today to find out they still haven't been changed. I also asked for a direct debit for a payment plan, which was agreed to- but never put into action. Then i receive text messages demanding payments be made via bpay.

This has been an incredibly disappointing experience... currently trying to get out of the agreement. AVOID AVOID AVOID

You can complain but they ain't listening – A truck drove in to me and I reported it immediately to NRMA Insurance. It took them 2 months to inform me I had to chase up a police report, having told me from the start they had it in hand and even referred me to a repair shop. I have spent hours contacting the NRMA to see what they're doing about my case and to complain about their lack of… Read more

action, but it's pointless cause all I get is generic responses. You can't complain to anyone that cares, even when I told them I'm considering switching my 2 car and home policies because of the stunning mismanagement of my case.

Never Never use NRMA, completely waste time and money – I had NRMA comprehensive from 2018 to 2021 and changed to third-party Fire and Theft in 2022 (never make any claim in the first three years). I get the accident in August 2022. OK, Fine, based on PDS, NRMA only covers me for $5000, Fine, I had accepted it. I decided to claim directly to other parties insurance. Funny things start after that. Other… Read more

parties' insurance refuse to provide me the claim number as NRMA had lodged a claim on it. OK fine. I got it and I get back to NRMA to ask for claim withdrawal or cancellation on Tuesday (4 Oct 2022), NRMA firstly told me that request had been processed and might take a few days and aimed to issue me the email confirmation on Friday(7 Oct 2022). Then I contact NRMA again on Friday, now they tell me that there is a tow cost that needed to be paid by other parties and the pending cost that their recoveries team need to contact other parties again which stopped me from getting the email confirmation and process my own claim on behalf of myself. Are you kidding me? why did such a small amount towing fee stop me to cancel the existing claim? so silly. I will never use NRMA and not recommend anyone use them. They just put a customer like me in a situation that can't see a way out. until now, I had requested a call back from NRMA three or four times from 4Oct, but no one call me back until now (11Oct), just let you have an idea how slow NRMA will respond to their customers and how much care the insurance company will offer for an individual customer. They just treat us like liabilities and don't to see what you really need.

Awful experience – I got hit by someone then request nrma to chase up the person with the persons info provided, then I got nothing hear back from nrma. I was arranged by nrma to check my car damage at silverwater, then nothing got back to me, I called them and the customer service said there was no record about my cars check up. Since February to October and now I need my pink slip done and I paid the repair by myself. Show details

Refuse to cover evident theft! – Horrid service. Refuse to cover evident theft! Removing our 7 polices from them now! After 11 years of membership, they have let us down when we needed them the most. Show details

terrible customer service – poor customer service when we tried to cancel the policy due to total loss. They have a call centre in Africa & the staff there were rude & even hung up on me. It took me 30 mins to cancel the policy with them over the phone. Not recommended at all. Show details

Corrupt, hopeless and biased company – NRMA do not believe in fairness. I was hit in the rear. I have a police report stating the other driver is in the wrong. NRMA initially told me I was not at fault. They stalled the claim for 3 months. 3 months later they changed their story claiming I was at fault. They falsely paid out the other party despite having police evidence and CCTV… Read more

footage, clearly showing myself being rear ended. NRMA do not care who is right or wrong! They disregard the evidence or the law. NRMA never answer their phone. I strong do not recommend anyone undertakes a policy with NRMA or any IAG limited brand. I Strongly do not recommend them. They take your money, but when it comes to pay out they won't unless you get a lawyer. Go with another company do not trust NRMA (IAG limited). NRMA is probably going to respond to this email, saying some nonsense. Don't respond to me, unless your willing to assist me in repairing my vehicle. Don’t tell me to send you a message, I have sent you multiple messages which you ignore.

15 years with the NRMA and my first claim – I made my first insurance claim with the NRMA after 15 years membership and zero claims. Disappointingly it was a horrendous experience. After having my car rear ended while shopping I thought my insurance would come to the rescue. My first phone call while I was still very upset about the state I had found my car, ended with the NRMA claims… Read more

representative telling me if I proceeded with the claim I would lose any no claims bonuses I had acquired over my 15 years membership. After making the claim I was told I’d be contacted in 3-4 business days.

Over a week passed with no contact from the NRMA. I ended up ringing them myself only to be told I had no claim as I did not have the details of the other driver. They also had not taken the time to even view the photos I had documented of the incident.

I then contacted customer relations. Who I initially had a decent experience with. I spoke to [Name Removed], who was quite helpful and reassuring. He viewed the photos of the incident and he said they would do all they can to resolve the claim dispute.

I then waited another 15 days to receive a call from [Name Removed]. Unfortunately, this didn’t happen. I was contacted by a different customer relations expert for the final decision. This customer relations expert said he had made a final decision. This was without even contacting myself to discuss the claim dispute. When I asked if he had seen the photos of the incident he said the were “irrelevant” and would only offer me a minimal sum in good will. This did not even cover my insurance fees for the year, let alone a quarter of the damages caused to my car that I believed I was covered for when taking out my insurance. Insurance for almost 15 years and zero claims amounted to an offer of $300 when I needed my insurance most.

Based on this experience I was very dissatisfied with the service which the NRMA provided. I had a few good NRMA representatives throughout the process including [Name Removed] but unfortunately they did not follow through with the case and it was passed onto someone new at the final stage.

From this experience so far I will not be renewing any policies with the NRMA in the future.

NRMA – Nrma crap value. They took forever...go to AAmi...customer service very poor ...the general feel has left a sour disgusting taste in mouth too long have i been with them. They are just awful people  Show details

They even charge cancellation fees – Had Third party car insurance. Cancelled it and was smacked with cancellation fees. Thank you NRMA. Maybe next time I will pay car name transfer fees to you instead of paying to RTA.  Show details

Best Value Insurance Policy Ever! – My friend told me about the promotional NRMA Third Party, Fire and Theft Insurance offer for $120p/a. I thought it was too good to be true and there must be a catch. To my surprise it was the best value policy I've ever got and gave me better cover and lower excess's than the policy I was currently on. Jen the online NRMA attendant was so patient… Read more ·  1

and helpful in helping me get the policy under my company name and our personal car under the one account. I highly recommend this policy and NRMA for their value and service.

Appalling / dreadful. You name it – Be prepared to wait to an hour or two. I called NRMA to request a refund for an expense that I incurred during my policy claim period. Today i rang NRMA and waited for 30 minutes only to be cut off. Then I tried to call them again only to be put on hold for another 30 minutes. On a nutshell, avoid this insurance company like a plague. If there's… Read more

another word worse than terrible to describe this company, then NRMA fits that description. I rest my case.

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… Read more

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, they 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!!

Atrocious company - no accountability – I hardly am one to write reviews in a negative light. It is evident thought this forum that the reviews here are far from subjective experience. There are flaws in the management of claims, which overall is breaching customers rights as a claimant and the very insurance code of practice in which insurance companies are required to adhere to. … Read more

Terrible experience claiming as a third party. Continuous loop of this company requesting information when they had EVERYTHING they needed to proceed my claim. Some of the rudest and blunt support staff I have ever spoke with in my life.

No opportunity was given to me to have my vehicle assessed. They simply went off photos provided, and failed to consider all damages that were caused by their customer in a payout figure.

My claim now currently rests with their customer relations team. My confidence an outcome is slim to none, based on prior experiences with this company. If this matter takes much longer I will forward claim on to AFCA, something I should have done a long time ago.

I would recommend anybody having issues with this company to refer their matter to the Australian Financial Complaints Authority.

I am so surprised this company is not on the news for there practices and I am strongly considering taking this to the media, as I have networked with many people who are planning to do the same.

Insured customer of theirs or not. Avoid at all costs.

Not good enough!! – On 22 July my daughter's car was involved in an accident with a car having full comprehensive NRMA insurance. Her car was parked, so definitely not her fault. Four weeks later, endless phone calls with the overseas call centre, being transferred from one department to another, one day resulting in over four hours either on the phone or waiting. … Read more

A police report is available, which they say they are going to get, every phone call results in a different problem and NRMA still has not got the police report, even though the report number has been provided multiple times. Then they say they're wanting to speak to the police officers involved. After calling and speaking to the police officers, they say no one from NRMA has contacted them. We were ringing every day for a week, every second day for the next week, every week for the next two weeks. This is not good enough!! As a third party claimant we are being treated so badly and do not trust what is being told to us as it's a different story every time!! I feel I have no option but to contact the ombudsman due to the absolute disregard and incompetency experienced in this process.