Worst company ever!
I have called them 3 times been on hold for 30 minutes each time, wrote 2 emails and never a response. Wanting a refund and they just keep ignoring me. I’m so glad I don’t have to deal with them again but still want my money back
Nrma home insurance unfair treatment
Have been with the Nrma for over 25 years
I lost my engagement ring in a terrible accident on my property and have paid contents and valuables insurance for its prior value for over 25 years.
Yet I find they do not cover me on my property claiming that my deck which is both part of the house and sharing the same foundations does not qualify.
After reviewing each item on a regular basis with their consultant I constantly
Confirmed with staff the ring was covered and if on the property I had full cover and only nominal items on general valuabl...
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. 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.
Have full comprehensive insurance and have done for many years. My car was in an accident and trying to make a claim. Online claim process is ok but it's an online form you have to finish and submit all in one go - can't enter a few details, save and come back later to finish. Then the actual claim .. the most ridiculous process. Booked into the NRMA aligned body shop but when I contacted them advising I was not really sure if the car was not drivable so I would organise for it to be towed their to be assessed but they said they don't do mechan...ical and won't accept a car off a tow truck. Called NRMA customer care and they advised I had to find and organise the mechanical quote as they don't have anyone that does that and then have to get a panel repairer quote also after that. Every mechanic I have spoken to has been confused by this request as they have never had an insurance quote through them before. Really not sure why I am running around trying to organise all of this - why doesn't NRMA have just one assessor that picks up the car and organises it all like every other insurance company? Have spoken to multiple different people at NRMA and all have said the same thing so it's not just that I am getting the wrong information from one employee there.
Another company goes overseas
I paid for NRMA insurance because it was Australian and they have sent the call center overseas. It is very disappointing to see all these massive companies trying to save on customer service with cheap labour in another country. I will be shopping around now.
Disgusting and disappointed with service
My car was involved in accident back in March 19 and i rang nrma to make a claim
They gave me a claim number and then may another accident rang again and ask for a claim number and they said under my policy they dont give me a claim number cause i have a third party policy then told me that the cant give me reason why they gave me one on the first claim.
By the way none of these are my fault
Back to the first claim i then contacted nrma in may what is happening with the claim in may
So no phone call no letters no emails no one word for 2 mo...
- Verified customer
I have 6 car insurance polices with this insurer. I have been with this insurer for over 10 years now. We now combine these policies with our home contents insurance and receive discounts on top. I feel they are reasonable with their rates and services, as I have had experiences with other businesses and had problems. This insurer has been understanding, helpful and competitive in all areas. My son had his car stolen and this insurer was quick to act. I had helpful advise over the phone and through emails. Within two weeks of the police finding...the car, finger printing the car and having it assessed, my son had money from them and was able to buy another car. His new car in through this insurer as well. We have never personally had any problems with NRMA as they have always done right by us over the years.
I have 6 insurance policies and 3 memberships with the NRMA. I took my car to an authorised repairer to repair hail damage; once there I had to wait 9 days for the work to be approved. As a result the repairer provided me with a loner car. Two days later the loner broke down in the middle of a busy intersection. As I was after hours and the repairer was closed, I contacted road side assistance who refused to assist me; they put me through to the insurance Lodgement area, who’s only resolution was to suggest that I get a tow truck, at my expense to have the vehicle moved. The loaner car was supplied to me by their authorised repairer and the NRMA have their own towing service, yet no assistance was offered to me.
Extremely poor service
I have been with NRMA for a few years. I had a car accident last Tuesday and I provided a witness, footage, and Photos to NRMA because my car was towed. I spent one hour on the phone call waiting list and no one picked up my call.
Have had a bad experience with an NRMA claim/repair. The assessor keeps delegating his job to the repairer who is clearly terrified. Have been trying to get a call back for over a week with no response. Have spent nearly two hours on the phone. I’ve been an NRMA customer for 20 years. They don’t care.
NRMA have LOST MY CAR!
My son was the at fault driver in a low impact collision on the 5/7/19. (No visible damage to the other car). I called the nrma to organise a tow truck. And then the wait began. After about a week with no news in what was happening, I called and was told they were waiting for an assessor as the “tow truck driver” felt it was a write off! After another 3 weeks of waiting, NRMA finally came clean telling me the delay in assessing the car was because the car was missing! The tow truck had moved it on the 8th to a salvage yard to await assessment b...ut the salvage yard denied having it. We’re a month in now, car is still missing, NRMA are insisting on charging me the excess even though they have no car to assess. I have been with them for over 20 years and currently hold 8 policies with them and that does not count for a single thing. I have never been so disgusted with an insurer in all my life.
Terrible customer service so far
My car was written off 2 weeks ago and was not my fault. All I’ve got over the last three days is an absolute run around with NRMA staff giving me wrong phone numbers to their departments and when I ring I’m waiting around an hour to be answered.Today I rang the 3 rd number they gave me at 3.45 pm and waited 45 mins to be told again it’s the wrong number and so I rang the number I was told then waited 10 mins to be told that the department closed 10 mins ago, I just want to scream!!!!!! Absolutely disgraceful service for a large insurance company, I will be looking at other insurance companies in the future.
Do Not Touch Them With A 10 Foot Barge Pole!
I am extremely upset and hurt by the service I have received from all aspects of NRMA. Just over 2 weeks ago I was driving to work at early hours of the morning and unfortunately hit a roo. I phoned and made the claim that same day. 2 weeks have passed, phoned calls daily have been made with at least 1 hour hold times. All I want is an update. I am a comprehensive plus customer, it appears this has no value at all considering I pay for it!
My car is currently sitting out the back of the smash repairs awaiting NRMA to contact the smash repairs.... They tell me they will call me back, yet I have never ever received a call back. I am currently preparing a court battle with NRMA to get this resolved. Please do not touch these guys! They are a money collecting scam!
Not good value for money in my experience
I was paying $148 per month on a car worth $4100, despite having a perfect driving record and no accidents, plus five years of membership. My car is well-maintained, and is parked in a garage in suburbia. Unsatisfied with the explanation as to why my monthly premium was increased to that amount, when compared to the value of my car, I had cancelled the policy within the coverage period that I had paid for. But apparently I still have to pay an outstanding premium amount AND the cancellation fee (including GST and other charges). When compared t...o my friends and relatives, who were paying dramatically less on their premiums as members of other insurance companies, I feel like I was being fleeced by a supposedly trusted company, and then mugged again on the way out. No sir/ma'am, I won't '...have an excellent week' as you have written in response to my letter of complaint. Being on struggle street, I know I won't. I'd rather not have anything to do with NRMA from this point on. Just take whatever you're asking of me this one last time, and go away!
Bad service, irgnorent staffs!
I had A car accident that the fault belongs to NRMA's customer. He hit my car on the back when I was stopping at red light. I have to wait one month to get the notice that claim on process.
Three weeks passed, nothing happened. We tried to call them. They did nothing than getting information and giving us different numbers to call. After a few circles of call-wait- talk (each call took nearly 1 hour), we came back to the first number we called. We were so disappointed and angry, it was not my fault and I was treated like a beggar.
OK, t...he car needs to be fixed so we called again. This time, I was said that some information of my vehicle wasn't correct, it needed a couple of weeks to update and they would contact me later. If they do not sure something, why don't give me a call to confirm? Doing nothing and keeping quiet is the better choice??? Now it's already three weeks after my last call, no one contacted me. I'm wondering Does NRMA only want to deal with their customers rather than a third-party like me???
- Verified customer
Easy to deal with
My car was stolen and written off - Had no problems with NRMA and they towed the car, assessed it and then transferred me the money quickly. I was kept informed throughout the whole process and was offered a hire car free of charge.
No Help At All
I have been trying to sort out a claim for car insurance for several months now and NRMA have been absolutely no help at all. Even though it was the other driver in the wrong and the QLD police have completed a report to this effect, NRMA are not helping with the claim because I did not happen take a photo of the back of the other driver's license which happened to have her address. Instead, NRMA have told me that they are unable to assist with my claim unless I pay the excess myself, even though it was the other driver who was at fault. I hav...e contacted QLD police and QLD department of main roads in my efforts to obtain the other driver's address, they have been helpful but have said that they can't release the address to me personally but they can release the information to NRMA. Even though this problem is SO simple and is an easy fix on NRMA's side, they are refusing to help. Even though my family and I have been loyal customers for years, we certainly won't be continuing with NRMA as our insurance provider from now on.
I am really upset with the valuation of my car
I was not expecting the Amount refund of my car.
I did not know that they reduce the price of CTP and RAGO with the valuation of car which I paid to Service NSW and QBE as it elwas my first accident.
My car was in really good condition before the accident.I paid 9k for my toyota 2 years back. Now I realise NRMA is not good for vehicle insurance as they dont really want to pay back to their customers.
I had to wait hours to contact them every time I call them and they keep transferring the call.
I don’t trust them
The only good thing with NRMA is the Road Assistance. They are professionals, friendly and real blessing to have a membership with them!
However, with NRMA Car Insurance (Insurance Australia Limited Trading as NRMA Insurance) I will never go again. I don’t trust them. I am a salesperson and know well how important is trust in business. NRMA Car Insurance are quick to grab your money. When you need them, they are manipulative and prefer not to explain your options.
Recently they wrote off my little car which I still could be driving. She ha...
car value is going down, insurance cost is going up
My car was insured with NRMA for years. Each year the cost of the insurance went up by $50, despite getting a 'bonus' for being a loyal customer. Obviously my old car is worth less each year, so you would think insurance would be getting cheaper. I suspect the NRMA 'Loyalty Bonus' is really a bonus in their favor.
There was a not-at-fault claim during and NRMA were good at organising the car into a panel beater, but once it was in there it was all up to me to chase up a slow repairer (over the Christmas break).
Questions & Answers
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?
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
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?
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
can i get a car if mine is being repaired
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.
Once I have advised NRMA of hail damage, how soon do I have to have the car repaired?
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
|Contact Number||132 132|
|Other Insurance Types Offered||Business, Home and Contents, Income, Life, Motorcycle and Travel|
|Coverage Type||Comprehensive, Compulsory Third Party (CTP Green Slip), Third Party Property Damage, Third Party, Fire and Theft and Veteran, Vintage and Classic Vehicle|
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