SO DISAPPOINTED -Exposed the customer’s confidential information to unauthorized person.
To be honest NRMA has never disappointed me to this extend. My family has a long-standing relationship with NRMA. Up until last year after I got divorced, there was an incident when my ex-wife called up and had somebody pretended to be me and ask NRMA to send my total loss money to her account. After that incident I came to NRMA many many times just to make sure that from that day there is only me who can have access to my account, only my phone number ,my email, my new address. Lately I got into a car accident , I was waiting for NRMA TO CALL ...ME to resolves the accident BUT instead of calling me they call my ex-wife. Furthermore my ex-wife is still be able to get my latest information of my recent accident from a Branch of NRMA. So from NRMA NOW she know where I live and other vehicles that was in the accident information too. Such a big faulty gap in the system . I went up to Liverpool NRMA and ask what is going on? The answer from NRMA is “Because my ex-wife know so much of my information.”. ????? The manager is not even there and they don’t know what’s going on in the system. The person who can act on my behalf on the system was not even updated after I inform the divorce for more than 6 months. !!!! I really don’t understand I have already inform NRMA About my divorce , my authorisation. I really don’t know what going to happen to me and my family in future when my information is leaked and other want to use it for bad purposes!!! It just feels like every one can call up and act on your behalf when they know few of your old information with NRMA SYSTEM !!! It’s not only me in this world who getting a divorce. Really frustrating and disappointed at NRMA system and customer services. I think I deserve a better answer from NRMA .
Very informative and polite
I had all of the claim details explained to me without any push to upsell and a quote completed for me to start when I purchase the vehicle which I've been informed will be effective straight away.
Impossible to get decent customer service,
Promises not kept in relation to call backs to keep informed of progress
Hung up on by a manager, after spending 40min waiting to be answered
We were transferred to a different dept by a team leader when it was out of hours causing us to call back the next day and spend another 30min on hold to explain the whole situation again
Lied to in relation to refunds of a ctp that has not been used toward a registration that was never renewed due to failing pink slip
Unresponsive, disinterested and uncaring - the worst experience with an insurer
After our car was hit by another driver, we naively felt sure that our insurance company the NRMA would assist us in pursuing the other driver who was clearly at fault. We had photos proving that we were not at fault, we had the other parties details etc. We offered a detailed description of the accident and thought we were doing the right thing by making a claim because we were not at fault. The entire process was a nightmare, with the NRMA being completely unresponsive for a full month (despite follow-ups), leaving us with an undriveable car....When we would ring we got completely contradictory answers with one call resulting in us being told we were both at fault, then subsequently being told the claim hadn't even been reviewed yet. Customer service reps would often promise to call back but wouldn't, and would also tell us to ring back on certain days, and then no progress would be made when we call. Then we were advised we should settle privately with the (hostile and unhelpful) other party, which suggests having insurers is somewhat pointless?! Two months of an undriveable car and we just paid for the repairs ourselves rather than wait for the NRMA to do anything and cancelled the claim. Extremely disappointed with the lackluster response from NRMA who when we called to cancel kept us on hold for a long time apparently reviewing the case - why wasn't this done for the last two months - despite the fact we just needed to cancel. I cannot recommend the NRMA at all.
Leaving NRMA after 39 years due to abuse.
I have been a member of the NRMA for 39 years and never before have I found the way I am treated to be abhorrent! NRMA is in the process of losing a long-term customer and needs to learn how to treat their faithful (I HATE the term "LOYAL") customers. My daughter has had similar treatment recently and I have advised her to steer clear of NRMA Insurance. Get a grip NRMA (or AIG or whoever you think you are).
I got a car accident while parking at garage and had some cosmetic issue and passenger door stuck with my car, booked for car repairs paid around $700, took car to the NRMA mechanic and got message saying my car is written off as it will cost $5900, it just had few scratch, few dents and door jammed. They offering me $3180 for my 2009 Ford around 99km car. They making poor people foolish. Won’t be again with NRMA. Worst worst insurance.
I got rear ended and I have to pay a bond for a hire car $550. So wrong I am inconvenienced and I have to pay for a replacement. Wrong I thought that is what insurance was for
After getting hit by a truck In the wrong, I waited over 2 weeks for my car to be authorised to be fixed. This only happened after I did their survey and expressed my dissatisfaction. They could only extended my rental car to the day the shop said it would be fixed, couldn’t do a few more days after. Not my fault they took forever to authorise the work. Explained that I’m a nurse and do shift work and haven’t received my new roster yet. The person did not seem at all phased. After pleading my case she gave me one extra day to return the car.
Poor execution, no communication, constant follow ups.
I claimed damages from a registered vehicle that ensures with NRMA and took 6 weeks after 3 follow up calls to be updated with the information. On the 6th week it's still not complete. I receive a call on that day and confirmed the claim was approved and money to be in my account within 5 working days. Waiting for payment I call on the 7th business day have been told it was rejected on their side with no notice.
Within that 1 week window it wasn't resolved. I would expect this would have gone longer if I hadn't called. Delaying large capital ...repayments isn't a good look. Will wait another 3 business days minimum for payment. I ensure with NRMA and plan to pull out of all my accounts if this this is not resolved. No follow ups, no emails, no calls, constant changing representatives so I have to repeat myself everytime. Terrible.
Great customer service
Great value. Resolved quickly. A few years. I haven’t received any roadside assistance. Overall very satisfied with this company and the excellenct customer service I received via online chat! Thank you!
I've gotten into a small accident with a Nrma customer. The car itself was quoted 12k and the damages I had to pay was 9.5k. I hit the back of the car where the back bumper was dented in, the boot wasn't able to be opened and the licence plate was a bit dented. The front of the car had 1 high beam light broken from the impact. When I called to question about the claim being lodged and what would happen, how do I know if they're charging me correctly, can I compare quotes? they said I wasn't allowed to compare quotes because they had an assesso...r who checks what's needs to be done. It's so frustrating that the car wasn't damaged as badly, let alone the cost of the damages I need to pay for. The car was not written off and to my understanding, I was given a rough quote by mechanics showing them the pictures of the damages. They all said to me the insurance company is known to rip you off and not understand your circumstance. They overovercharge for all repairs and you can't negotiate. That's exactly what happened and knowing that they overcharge me as I was their previous customer, hence why I stopped insuring with them. I regret not insuring my car but I definitely won't ever go with Nrma for any. I've even talked my parents out of insuring with them and going for others. Total rip off in all ways !!
The worst experience!!
I Lodge a claim against (NRMA) her insurance claim on driver at fault who hit me backed into my car , But NRMA said I will have to go to my insurance
Amazing customer experience with KC
Cancelling and re-creating a policy with KC was a breeze and a great experience. I ave been a proud NRMA customer for 12 years now. Would recommend to anyone. Thank you.
Repairer stole car, NRMA zero care, time for ASIC Complaint
Made a claim on driver at fault who hit me, who had one of their policies, in December 2019.
6 months + later, STILL do not have my car. Absolutely NOTHING but excuses, ping ponged around every time I call to anyone BUT the Complaint Resolution Centre.
Have had to follow up the repairer myself, no less than 45 (FORTY FIVE) times!!!! Didn't even start repairing the car until 3 weeks ago. 165 days of absolutely no work. Always "next week, it'll be ready next week, next week." Now won't answer calls, is "MIA" during workshop visits and have abso...
appalling, would never trust them with our lives, livelihood and wellbeing
We are disgusted at the way we've been treated, particularly now, our phones and other items were damaged through a lightning storm in Feb and they still don't give us a response/resolution, my husband and I have health conditions and cannot communicate with health providers or specialist. We depend on friends or families to lend us old phones but have to return them or don't work at all.
We feel they don't care about us and have left us totally uncommunicated in case we need urgent medical treatment.
Questions & Answers
No fault driving accident with other uninsured driver for thirds party property damage only if I lodge claims I need to pay access money or not?
You need to provide the other parties full name, address, phone number, driver licence & rego. You will not need to pay an excess if NRMA agrees you're not at fault, even if the other party only has 'third party insurance'. This happened to me recently.
Hi Mahbub, CK has basically hit the nail on the head. If you need anything else - please let us know. ~Nat
Do you do Third-party CTP INSURANCE?
Get an answer from our members and NRMA Insurance representatives
|Other Insurance Types Offered||Business, Home and Contents, Income, Life, Motorcycle and Travel|
|Coverage Type||Third Party Property Damage|
|Legal Liability Cover||Included up to $20 million|
|Roadside Assistance||Optional Extra|
|After Accident Care|
|Hire Car after an Incident|
|Emergency Transport & Accommodation||Not Included|
|Hire Car after a No Fault Accident|
|Essential / Emergency Repairs||Not Included|
|Pay As You Drive / Fixed Kilometre Discount||Not Offered|
|Hire Car after Theft|
|Lock and Key Replacement||Not Included|
|Transit Cover||Not Included|
|Trailer & Caravan Cover||Not Included|
|Child Safety Seats and Prams||Not Included|
|New-for-old Car Replacement|
|Personal Property Cover||Not Included|
|Uninsured Motorist Benefit||Included up to $5,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Not Included|
|Natural Events||Not Included|
|Theft or Attempted Theft||Not Included|
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