??!

41 questions from our users

Ranga Tang

Ranga Tangasked

NRMA Car Insurance

Question about resale of flood affected vehicle.. I had extensive problems with my Navara after it was flooded and "repaired" by NRMA. After years of repairs i sold the vehicle. The new owner has contacted me regarding electrical and fuel issues that plagued the vehicle after your repaired it whilst I owned it.

Do lifetime repairs cover sold vehicles?
Will NRMA assess the vehicle?
If found to be flood related, woud it be repaired by NRMA?

3 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi Ranga, we recommend that the new owner contacts our Claims Department: 132 132 and quotes your claim number. Our Claims & Assessing Departments will then correspond and discuss any concerns with the new owner directly. It will be for our consideration only. ~ Jono

Ranga Tang
Ranga Tang

Hey Jono
Not really in a position to provide details of claim to new owner as i didn't tell him it had been flooded, at your assessor's advice, and he pretty disappointed. Also wats the at your consideration only part?

NRMA Insurance
Care TeamNRMA Insurance

If the new owner has a concern with any repairs we authorised under your claim, our Claims & Assessing Departments will consider whether or not he/she has a claim under our Lifetime Guarantee. ~ Jono


Shane J.

Shane J.asked

NRMA Car Insurance

can i get a car if mine is being repaired

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi Shane. If you have selected the Hire Car option on your policy then you are entitled to a hire car for 14 days while your car is being repaired for Non-Recoverable Claims. (eg if you paid the excess). If the other person was at-fault and you have provided their name and address or if you are claiming from our customer we may be able toa rrange one for you. Please call our claims number on 132 132. If you haven't paid for the hire car option we may be able to help you with a hire car at our corporate discount rate. Please call us on 132 132 to arrange.


Lisa V

Lisa Vasked

NRMA Car Insurance

Once I have advised NRMA of hail damage, how soon do I have to have the car repaired?

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi Lisa, it may depend on availability of repairers in your area. I would be happy to have someone from our claims team contact you to give you a more specific answer. Please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono


Russell M

Russell Masked

NRMA Car Insurance

Disappointing that after 36 years with Home contents, 2 Car Insurance and 2 roadside memberships that NRMA cannot better competitors premiums. Appears to be no real benefit with loyalty discount/no claim bonus

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi Russel, I wish we did price match however we offer a different level of cover with different inclusions and exclusions and will manage claims differently to other insurers. When comparing insurers it's important to read the PDS' and compare as that is where you will find what you are really paying for. We do our best to recognise and reward customer who have been with us for a long time like yourself Russel with our loyalty discounts. So someone who hasn't had the chance to be insured with us for 36 years and who may not have as many assets to insure would not receive the same policy as you with us for the same price you receive. I am happy to review your policy for you and see if there are things we can change for you to save you money if that is important to you. Please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono


Becky NSW.

Becky NSW.asked

NRMA Car Insurance

I am not insurerd with NRMA. I was in a not-at-fault accident with a customer of yours.
Damage done to my car is $3975. I bought my car for less than that. Is it total loss? What does this mean? And will you GIVE ME that money to fix my own car? (I do NOT want to mess around with your "licensed repairers" as i have heard terrible reviews from 95% of people. I want you to pay me the money the damage is worth so i can fix it with a company i trust.) If you pay that total loss money to me will you take my car? It is still drivable and i love it dearly. Can i just get compensation money for the horrible accident? Im tired of dealing with your evasive customer service on call as they never help at all.

2 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi Becky, each claim is managed on it's own merits. Some of your questions require more information in order to answer them specifically. Generally if your repairs cost more then the car is worth it will be written off and you will be paid the value of the car and keep the car. The car can also be written off if it can not be safely repaired. If we deem we can repair the car and you wish to use your own repairer you can ask for a cash settlement and be paid how much our repairers would fix the car for. As I said each claim is managed on it's own merits and there can be other scenarios that affect your options. I understand the attachment we can feel for our cars however sometimes it is not always possible for safety reasons and cost reasons to repair it. If you have been injured in the accident you can make a CTP claim against the vehicle's CTP insurer for compensation for any injuries. If you are not at fault you can also have a hire car arranged for the time you are without a car. You can also claim through your own insurer and have them claim any costs from us. If you would like me to arrange someone from our Settlements team to contact you please Please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono

Becky NSW.
Becky NSW.

Thankyou for your kind and understanding reply. Re-reading my question i was a bit harsh and i apologise for that. I have contacted you on facebook.


SeeJay

SeeJayasked

NRMA Car Insurance

Apparently NRMA comprehensive car insurance is valid for 12 months. If a car is deemed a write-off before that time, why doesn't the insurance policy end at that time as well? Why does NRMA get the remainder of the premium rather than the customer who has paid for that insurance? Can the comprehensive insurance be passed on to the car bought to replace the write-off?

3 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi SeeJay, comprehensive car insurance policies are a contract where we agree to cover your car for its value and liability for the period of 12 months for a certain cost, which is your annual premium. If a car is written off and the value of the car is paid out then we have fulfilled our side of the contract. If payment for the contract is in monthly instalments then the remainder of the unpaid payments will be deducted from the payout in order for your part of the agreement to be met. This is outlined in page 5 of your PDS. It is very important and we always encourage our customers to read their PDS to understand what is covered, how it is covered and how claims are managed. ~ Jono

SeeJay
SeeJay

the PDS can be difficult to understand if you are not familiar with the world of insurance.

NRMA Insurance
Care TeamNRMA Insurance

I appreciate that there may be parts of the PDS that are difficult for some people to understand who may not work in Insurance or may not have made a claim before. That's when it is a good idea to call us on 132 132 to seek clarification if there is anything you don't understand with your policy and PDS when you read it. ~ Jono


SeeJay

SeeJayasked

NRMA Car Insurance

I do not understand why I can insure my car for say $10,000 agreed/market value but if it needs repairs, the value of the car is then taken from the Glass Car Guide Australia (apparently used by all Australian car insurers) which tends to give a much lower price and therefore makes a write-off more possible. Why is this so?

3 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi SeeJay, thanks for your question. If you have your car insured for an Agreed Value then the decision about whether to repair the car or pay the Agreed Value is based on the cost of repairs in comparison to the Agreed Value you have chosen and whether it is safe to do the required repair. This is not affected by the market value of your car on Glass' Guide. If you have insured your vehicle for Market Value instead of Agreed Value, Glass' Guide is where the Market Value is referenced from. If you would like further clarification please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono

SeeJay
SeeJay

My car was insured for an agreed value. The car was deemed a write-off because the repairs were more than the car was worth. I wanted another assessment done but was told that if I took the car for another assessment, whether RNMA, another insurance company or my own mechanic, they would then refer to the Glass car guide, and this price was 2,000 less than my agreed value. can you pls explain this?

NRMA Insurance
Care TeamNRMA Insurance

Seejay, we are not a part of the claims team so we cannot provide information about this. If you wanted to provide your details, we can arrange for claims to contact you to explain further for you. ~Kaz


SeeJay

SeeJayasked

NRMA Car Insurance

If I was involved in an accident, not my fault, and I gave NRMA the other person's insurance company and account number, would NRMA contact the other insurer as the first option? Is this NRMA's policy?

3 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi SeeJay, when making a not-at-fault claim we require you to provide the name and residential address of the at-fault-driver. This is provided in your PDS when you start the policy and renew on page 74. It would then be the responsibility of the the at-fault party to either contact their own insurer or contact us. The person's name and address is what we require to legally be able to undertake recovery actions from the at-fault party. Unfortunately we can't do much with just their insurance company and policy number. It would be the same if someone were to make a claim against you by coming directly to us. We wouldn't be able to do anything for them without you coming to speak to us first. Hope this helps and if you want further clarification about your specific claim please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ Jono

SeeJay
SeeJay

so if my car is a write-off and I take the money I have insured the car for, will RNMA then get in contact with the at-fault -driver to get back the money they (RNMA)have given me? I just want to know how this all works because I have found it all difficult to understand.

NRMA Insurance
Care TeamNRMA Insurance

The claims team will endeavour to recover costs from the party who was at fault in the accident, yes. ~Kaz


Yasir A.

Yasir A.asked

NRMA Car Insurance

my son pulled the cover or the roof. Does the comprehensive insurance cover the damage for the interior of the car? If yes. Do I have the pay the full access to get it fixed?

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi Yasir, you are covered under comprehensive insurance for accidental damage and would need to pay the full excess amount. You can use this link https://www.nrma.com.au/claims/car-insurance to lodge a claim online. Simply select "Start a claim" and "Claim online". If you get stuck there is a web chat option available there too. ~ Jono


Mattynz85

Mattynz85asked

NRMA Car Insurance

Hi my car was hit by hail, we’ve had the car assessed and it nrma said it is a write off, we want to cancel the claim as the car is still in good condition besides some minor dents, will I still be able to register the car without having to get the cosmetic dents fixed? Can I still insure the car as third party. Any help is appreciated. Thanks also this is in nsw.

4 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi Mattynz85, you can still insure vehicles that have hail damage with us for comprehensive as well as Third Party Property Damage and Third Party, Fire & Theft. However, if you are insuring it for Comprehensive you can only insure it for Market Value and not an Agreed Value. You can use this link https://go.nrma.com.au/carchat to WebChat our claims team to help with your next steps with your claim. ~ Jono

Ranga Tang
Ranga Tang

So you write off hail damage but "repair" cars that have flood water in cab?

NRMA Insurance
Care TeamNRMA Insurance

Hi Ranga, each claim is managed differently and according to its merits. Cars will be written off when repair costs are higher then the value the car is insured for. Not based on how the damage was caused. I understand you are still upset your complaint to AFCA/FOS was not ruled in your favour. If you have complaints with their decision you can contact them to find out further avenues you can take. ~ Jono


Ranga Tang

Ranga Tangasked

NRMA Car Insurance

What is the longest claim NRMA have ever had? Mine is 3 years and 3 months (can provide proof)

6 answers
Pam and Jack
Pam and Jack

3 weeks thanks to a pro active assessor and we were squeaky wheels even though the wait time was 45 minutes each time we called!

Ranga Tang
Ranga Tang

3 weeks!! Your just bragging now!

Kat350
Kat350

Ranga Tang. I think you need to focus on something else in your life. Your problems with NRMA will be the death of you. There are also 2 sides to every story. I’d be interested to see the documentation. Get a life and quit stalking NRMA. If you’ve reported it to the ombudsman like you said, how about an update on that? The way you’re going you will be receiving a cease and desist letter.


Turtle

Turtleasked

NRMA Car Insurance

Why has it taken 7 weeks for my car to be assessed when you have said 3 times it was yoyr clients fault i was clearly rear ended badly and i want my car fixed this is rediculous know phone calks or updates in 2 weeks

3 answers
NRMA Insurance
Care TeamNRMA Insurance

Hey Turtle, thanks for your question. Each claim is unique so there can be different challenges for why the assessment or repairs of your car haven't yet been finalised. We can help you chase this up though, as we know how frustrating this waiting can be. Can you please PM us with the claim details via our Facebook page? You can use this link: facebook.com/nrmainsurance. Hope we can get things sorted as soon as possible for you! ~Jamie

Turtle
Turtle

I have given you all this via facebook and today got a call back finally saying "still under review cant give anymore details" its a joke its taking this long when i have all the evidence proving im not at fault

NRMA Insurance
Care TeamNRMA Insurance

I am sorry there isn't more we can do to speed up this process for you Turtle. At this stage, while it's under review we will need to wait for this to be finalised. If we can help at all further by arranging a call back again if needed, please reach out to us on Facebook once again. Thanks. ~Jamie


Jus

Jusasked

NRMA Car Insurance

We have a car damaged by hail (bodywork only) it has been deemed a write off by NRMA assessors. Do NRMA allow buy back of the said vehicle if it is completely drive able

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hey Jus, this is something you would need to chat with our claims team directly about as it needs to be decided on a case by case bases. Did you want us to organise a call back from the team for you? If so, please PM your claim details to facebook.com/nrmainsurance. Thanks for the question Jus! ~Jamie


lcm

lcmasked

NRMA Car Insurance

I have just been told that i am.at fault with the hail storm ,how ridiculous its a force of nature ,and is an act of god or nature and is not the same as a vehicle accident.

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi lcm. Are you are referring to having to pay an excess for your claim for hail and storm damage to your vehicle? An excess is the amount paid towards the repair or replacement costs when a claim is made for an at-fault or non-recoverable incident or accident. A hail storm is an example of a listed event covered which is a non-recoverable incident as there is no one else that is liable for the loss. If you want to discuss this further use this link to our Facebook page to reach out via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review. ~ Jono


len attard

len attardasked

NRMA Car Insurance

Completely faultless: someone trying to park damaged my car while mine was parked.
If I had the car repaired myself, what is the process of employing a lawyer to sue the driver of the other vehicle for cost of repairs and bypassing my and the other part's insurance?

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hi Len, if you don't want insurance involved, you would need to engage a lawyer of your choice to pursue the at fault party. You could check the phone book if you don't know of one personally.


Lockie

Lockieasked

NRMA Car Insurance

What is happening to a once trusted icon = NRMA? Have been a member and purchasing car insurance for the last 45 years. Last year's premium has gone up by GIGANTIC 21.5%. Been looking around for other quotes - best is Woolies with same estimated 11,000km pa mileage. Woolies price is 65% of NRMA. Should I make the CHANGE?

6 answers
Charles_Galea
Charles_Galea

That's exactly whom i have changed to about two years ago. . BUT i will be checking for lower rates simply because i will no longer automatically allow a continuance of service with any company without keeping an eye on them. I will stay suspicious to all of them.
YOU HAVE TO STAY LOYAL TO YOURSELF..

Charles_Galea
Charles_Galea

No one is loyal to you.
Only you can be loyal to yourself.
Review all policies anually.
Review utilities providers anually.
Do not automatically rip yourself off.
Trust no one.

len attard
len attard

The so-called "once trusted icon" NRMA is not really the NRMA. In 2002 NRMA Insurance Limited became Insurance Australia Group Limited (IAG), and IAG controls CGU, NRMA and SGIO. Only the name NRMA is retained in order to keep the long standing customers. We are being fooled, my friends. And then they have the hide to counsel us that we should be "honest" in answering any questions they ask. Len Attard


Robert

Robertasked

NRMA Car Insurance

Have car that has been assessed by hail Australia who tell me it's a write off and they will inform nrma any idea how long they take to generate the agreed value and deposit in my bank?

2 answers
Todd
Todd

No, Just keep at them for an answer so it progresses. And there are no stall periods waiting for information such as claim numbers, etc

NRMA Insurance
Care TeamNRMA Insurance

Hey Robert, apologies for the delayed response, hopefully this should have been sorted for you by now, if not please call the team on 131 123 and ask for an update, sadly there maybe a few delays due to the 50,000 hail claims we have received but the team will do their best to get this sorted as quickly as possible. ~Kaz


Noel l

Noel lasked

NRMA Car Insurance

Does it matter if the insurance papers describe the vehicle as medium wheel base instead of long wheel base?the concern is if in the case of a claim, insurer rejects venicle identification.

2 answers
PETER
PETER

Vin number should be all you need, but be safe and verify that

NRMA Insurance
Care TeamNRMA Insurance

Hi Noel, you should be insuring the correct vehicle, if it is incorrect, please call the team on 132 132 to have it updated on the policy. ~Kaz


tom

tomasked

NRMA Car Insurance

If you have a car accident then your car is hail damaged do you need to pay your excess twice or can it be covered in the one claim?

1 answer
NRMA Insurance
Care TeamNRMA Insurance

Hey Tom sorry for the delayed response, they are two separate incidents. If you are at fault in the accident you will need to pay any excesses applicable to your policy. If you are not at fault and you can fully ID the person at fault, you wont need to pay an excess. In regards to the hail claim, you would need to pay your basic excess for this claim event. Hope this helps. ~Kaz


Fighter

Fighterasked

NRMA Car Insurance

had Accident and nrma insurer at fault,he agreed.shirt time NRMA organised time to take my car to repairer for 39 mins to take pics etc n make quote and asset,was Friday.monday I called to do cash settlement but NRMA said I should be dropping car today for repair.(LIE)I asked try if can do cash settlement as never driven accident car before.after making some story ABCD I’m lucky he didn’t ordered parts,NRMA replies.but when asked for quite 2 weeks haven’t got so paid from pocket $280 and get quote from another repairer and send following day in calling said $1800 there rapier did make quote.Lucky I have proof that fingure he told was more then double.sorry $1800 nrma send me to another repairer coz $4000 repairer either didn’t send or NRMA HIDE QUOTE.mine is $3400 (approved by certified accessor)first nrma repaier verbaly said around $4k for cash settlement quote another NRMA repaier made $1800.any idea why?

5 answers
NRMA Insurance
Care TeamNRMA Insurance

Hi there, thanks for your question. Unfortunately we don't know the full details of the claim so we are unable to answer specific claims related questions. If you would like to escalate your concerns to the claims manager, please provide your claim number and we can help get some answers for you. ~Kaz

Fighter
Fighter

Nrm182752127
its firts part,second part also interesting but need some more information.coz lost the other phone where have recordings,with in week time hopefully get recover.$3400 etc was for damage was including everything was extremely reasonable.but only get offered $1800 etc.40 hrs on phone only with NRMA.

mick
mick

I wouldnt expect much from this company as they underpay their mechanics, $135 per 8 hour shift, work that out it's crap!!!


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