Appalling wait time on phone and non-responsive
Their customer failed to differentiate between a brake and accelerator which I understand can happen to anyone but my car was damaged to such an extent that it has been written off. I was given a booking for last Wednesday 22/05 (time wasn't specified) for an assessment of my vehicle but the assessor failed to show up. Since the time was not specified for the booking, I waited the entire morning for the assessor as I wanted to be present during the assessment. On the same day in the afternoon, I called them to get an update on the assessor (having waited for more than an hour on the phone) just to be told that "He definitely hasn't done an assessment for your vehicle yet". I tried to follow-up on this matter again on 23/05, with RIDICULOUS WAIT TIMES on the phone to be told the name of the assessor and that the customer service representative has tried to contact him via all platforms. In between all this, I am trying to get on with my work life and also search for a new vehicle (which is not as straightforward when it's so unexpected). I tried my luck again yesterday, waited for 2 HRS and then my call was ended abruptly with an automated message saying "There are some technical difficulties". I tried once again today at 9 am and the same thing happened. In this day and age, This is not good enough NRMA! I would love to see all your employees who are thanking me for the patience to also wait for such ridiculous times and sometimes not even get through! I'm not exactly sure what the problem is on the other end but NRMA being an insurance giant, I'm sure you can afford to hire more employees to reduce these wait times or technicians to fix your phone problems.
All I want to know is when is the assessor going to come to carry out the assessment on my car?!?!?!??!? Without being transferred to several depts, without ridiculous wait times and without the technical glitches!!! That's it!!!
I was in a car accident and the insured is with NRMA he was 100% at fault and took so long to put his claim through and once he did and was made at fault, he is taking even longer to pay his excess fee. I called NRMA over 50 times this past few weeks only to tell me they are chasing it up and give me the same response every time. I am making this a legal matter as I am shocked and appalled with the service they provide! and to think I was going to choose them as my insurance in the future! As an inusrance company they are not doing near enough to help me. I work full time and go to uni full time and as a student with no car for a month now this is extremely hard on me. I am physically and mentally exhausted from this! I am taking this to court because NRMA doesn't seem to understand the struggles I am going through. When their insured is made at fault and admitted to it how can they take forever to get the excess from them. I have told all my friends about this and the ones who are with NRMA are cancelling their insurance with them.
I was supposed to have a hire car like a month ago! Put yourselves in my position and give a little empathy to what I'm going through! I am letting everyone know what I'm going through because not only is this shocking but it's appalling. I am going backwards at uni in my studies because of this stress and pressure, the transport I have to take to get to work and the walking I have to do everyday is insane. I barely have time for anything anymore other then work and uni because of this!
Great customer service, professional claims handling
I've been with NRMA for two years now and just had my car written off. The employees from the claims department have been nothing but helpful and professional and have helped to take the stress out of the situation. It was a great relief to know their call centre/ claims department is in Australia
Bad service, disrespectful customer service
Comprehensive Car Insurance Review:
I am very dissatisfied with my insurance claim following the hail storms of 2018, given I pay top premiums and have been a loyal customer for many years I had expected a good service however I am very disappointed and would not recommend NRMA to anyone. The assessment centre involved a rushed job where NRMA insurers refused to cover parts of my car damage, even after hours of chasing them (which is very difficult given I work) and insisting they hear me out they refused to do so and left me very little choice with repair options. It was an extremely dissatisfying and very frustrating experience, where they showed complete disregard for their customers. This experience just showed me they value saving money – and I am sure they made quite a loss during the storms over their loyal customers. Would encourage consumers to seek car insurance elsewhere.
nrma motor vehicle claims debacle
On 14 th december 2018 my parked car was hit by a delivery van. Independent witnesses found me in the building to advise my car had been run into so I went back to my car and got the drivers name, phone number, registration number and name of the company he worked for as well as names and phone numbers of the witnesses who saw the accident occur. The driver refused to provide his license details . I called nrma to report claim and the customers service said they would contact the driver and I didn't have to do anything more. I was given a claim number and name of repairer to take the vehicle to. My car was scheduled to be repaired 6 weeks later. When i went day to pick up the car after the repair was finished the repairer advise me I had to pay $695 excess. I explained I was not at fault but the repairer said nrma advised I had to pay an excess as they didnt have the drivers details.
So I call nrma to be told I didnt provide the right information and should have called the police to the scene of the accident. I had to tell the nrma claims person that the insurance council states that insurance companies do not require police be called to minor accidents. I was still told to report the accident to the Police and get an incident number and call back. The police said they cant do that for minor accidents but provided the licence no, address and correct phone number for the person who ran into me. When I called back nrma with the information I was asked where i got this information and I explained that this is what the Police had provided me with. The customer service person asked for the officers name and I said I didnt have that as I didnt know they wanted it - they didnt say to get that information. The the customer service rep said they didnt believe me and had I made it up? Now I'm told to go back to the Police station and get the name of the police officer who provided me with the information. Really?.. ok so i did that and called nrma again. now the customer service person is going to check this out because they still dont believe me. I repeat that there are independent witnesses to this accident and I have already supplied their names, phone numbers and work addresses. I told the customer service rep I just want my excess refunded which I've had to pay to get my car back.
A major part of the problem with NRMA claims is that their claims department is located off shore and the language difficulty makes for very difficult communication.
This was finally sorted out after a long saga that was exhausting and beyond belief that a insured customer could be treated like as if I'm trying to pull some sort of scam.
This was a truly disgraceful experience and reflects very poorly on NRMA. For the NRMA to handle claims in such a totally messed up manner is beyond belief. I cant wait till the end of July to leave nrma after 30 years of insurance with them. Every time I see the NRMA add "throw you arms around me" I think what a joke. Advertising as if they really care about customers when in fact they caused the maximum amount of pain possible.
Bad service and disappointing claim processes
Really unsatisfied with my experiences with nrma so far.have been a customer for 5 years,excess and policy costs are priced fairly as per most major insurance companies.The problem that iv had with nrma is customer service,communication,improper repair work and waiting times for repairs.i have never been in an accident until being very unlucky in the last 3 months.have been in two accidents within this time frame. lodged two claims recently,took nearly 2 months full of anxiousness to have my new vehicle accepted and to start work on my first claim.recieved my vehicle back from powers road smash repairs seven hills Sydney.within 5 minutes of my drive on the way home after picking up my ute some engine piping blew off,my boot lid flew open (Not closed properly) and one of my front quarter panels started shaking and came loose.spent my whole Saturday off work fixing my so called repaired vehicle.later that day when checking the thoroughness of other works done on my ute I found loose hose clamps and radiator hoses not clipped on properly and a huge paint drip on my new front bumper.im afraid to think what else has been rushed and not fixed accordingly. I am disgusted In the sloppy workmanship and the feeling of disappointment of getting my vehicle back in a worse condition I originally had it in.my 2nd claim which is still ongoing is proving to be just as much of a heartache.has been over a week and nrma still hasn't organised my tow to the repairers.spent days on the phone calling as many repairers as I could and was told the tow would be completed the following day,was trying to find a shop that could take the job on as early as possible and try to alleviate some of the pain in waiting months without having a car to get to work in.now the shop I booked my vehicle into is going to be unable to start on mine because It took to long to get it towed there.now expected wait times for repair has been changed to mid June ,that's just for it to be looked at.I think it's ridiculous how difficult and how hard these situations are made when this is the time when we need a bit of peace of mind and clarity.not ridiculous wait times and to be pushed to the back of the line.this is a joke.think it's time to take me and my family's business elsewhere.had enough!!!!!
Have lodged a few claims and had no issues with them at all. They action things very quickly but their insurance price are starting not to be on the cheapest so may consider changing soon.
Good, no problems at all
Have lodged my first not at fault claim with NRMA for a minor scratch from another car while mine was parked, luckily I was sitting in my car, lodged the claim including the at fault's details with no problems at all, easy to submit online and the repairers details come up straight away including the online booking for their assessment.
My only complaint is that after my claim had been lodged, I have not had any verbal communications with NRMA confirming their info and that I have submitted and also some reassurance.
Apart from this, I have had no trouble at all.
For my age and my vehicle, NRMA offers the most for my car in terms of agreed value and at the lowest price of all other insurers even though I have NEVER made a claim before.
Slow and zero communication
My Car was damaged over a month ago by someone else (claim was made on the day) I have called numerous times and been on hold for hours each time and the one time I got through I was transferred to another customer service agent and was back on hold, no emails have been replied to and I have been without a car for this entire time now. I’d say I’m dissatisfied with this service but I am yet to receive any.
Insurance is good, but the preferred repairer is just horrible, and my brand new car was damaged
I trusted NRMA with their preferred/approved repairer to repair my brand new (less than a week old) Camry, due to minor scratches caused by someone while it was parked. The repairer recommended by NRMA did not do the job well, without care; at first, they damaged the brand-new replacement wheel ($800), and that got the repairs delayed for more than a week, with the car in their possession. Now, the wheel got replaced again, which is good that there is no damage to it after close inspection, at least on the surface. But I soon discovered that the repairers scratched the door handle areas, presumably by wearing rings (which I do not), and more apparently, only the side they have been working on was scratched. Further, the windscreen was damaged/chipped, I initially thought it was a bug as the car was not returned to me very clean, but realised it was a crack. I reported this to the insurance immediately, within 30 minutes of picking up the car, and NRMA's rude assessor denied any wrong doing completely, be basically stands on the side of the repairer for all matters.
There are a few things to note, NRMA's customer service is good, but their assessor is perfectly not. Delayed repair, and caused further damages. Secondly, I do have windscreen cover, but it is not my fault as I did not cause the damage, thus it would be unfair for me to lodge another claim. Even based on probability, the chance I could have caused the damage would be less than 0.4%, time-wise. And this is especially true since the repairer had to move the car a few times across contractors. Not to say that I have been the only one touching the car's right side doors so far, and I do not wear any rings; thus the scratches must have been caused by them.
The NRMA's assessor was rather rude and disrespectful, I have not finished my words, and he just hang up, basically denying any fault of the repairer and asked me to lodge another claim. This is perfectly not acceptable. NRMA's customer service has been good on the other hand, apart from the long wait time.
As the damages are there, I am stilling waiting for a resolution from NRMA to get them fixed/replaced, and all these phone calls have really made me disappointed with the level of service NRMA provides. Not to say that NRMA's customer service did anything wrong, but their approved repairer and assessor are just not good enough, not sufficient care or skill have been shown.
Never answer the phone calls waiting online more then one hour...
Disgusting service 20 days renting a car from my own pocket to go work and more then 10 calls one hour each call different days, different time and guess what still no answer claim and quotation done at nrma request second day after the accident at their approved smash repairs shop but 15 days till now I don't know what to do keep renting car, are they going to pay me for the rent , are they going to fix my car or they going to pay me as cash settlement so i know what to do next!!!? . until they answer me I will let you know
Designed like Telstra call centre
We recently had some minor damage to one of our family cars.
The claim process was straight forward until the point of approving the repair.
After each day, I called NRMA and experienced an explanation of their process. (The call centre claims manager makes notes then refers it to an outsourced assessor organisation who then review and authorise the repairer and repair.) This is followed by an apology that they can't reach an assessor... Please wait 24 hours.
I am fairly patient and we had a spare car at home. However, after enjoying a repeat of the above every day until patience is stretched, I threatened to take all policies away and the claim manager made some calls and we received approval that day.
Two months later, we learned that the radiator had been damaged and had been missed. Guess what... We re-entered the same process.
It takes only moments to raise the claim but days and days to have any form of (respect for communication by NRMA and to make) contact with a decision maker so that the car can be repaired.
I am going to endure this ordeal, have the car repaired eventually, and then vote with my wallet and move all policies to a competitor who has a reputation for fast claim processing (not just an App by the way) and has not yet outsourced assessment of claims.
Stat away from NRMA.
They can do better!
I was involved three months ago in a car accident, since then no body has called me even if the claim fee was paid the same day. I called several times with no answers, only yesterday I've been at the phone for 3 hours in a row. My issue should be an easy thing, since someone dropped my bike while it was still in a parking. To sum up, in 3 months no inspection, no contact, no answer and my bike is still damaged.
Customer satisfaction lacking
I’ve been an NRMA customer for over 10 years with all my home and contents, business, 2 vehicles fully comprehensive insured with NRMA.
I reversed into another car that was reversed into me. Not knowing what I had reversed into, I instinctively put the car in drive and moved forward not knowing if I had hit a child(this was during school zone times in front of my kids school) when I panicked and moved forward I grazed a Ute tray in front of me. I explained this to the consultant and was assured that the front damage would be included in the 1 claim. Great right? Not great. Over 1 month after the incident and making a claim the same day. The issue has not yet been resolved as to why they have decided that the front end damage was never included and that I am lying about what I was told by the consultant. Apparently, even though the consultant made a note about it, there is no recorded evidence that I even mentioned how the front end damage occurred. So much waiting on the phone and contradictory statements leading no where. My vehicle still hasn’t been repaired. NRMA was supposed to be the best and most trusted Business name in Australia. I’d give them zero stars if I could.
Abdullah Al Mamun
Frustrating customer service
I called yesterday and requested a call back. Again this morning I called the settlement department I have been waiting for FOUR hours since 8.30 am. And NRMA is happily replaying the same monotonous message in every 30 seconds "We appreciate your patience and realize that your time is valuable please continue to hold and a member of our team will attend to your call as soon as possible. We apologize for the delay your call will be answered as soon as possible we are currently experiencing a high wait time your call will be answered as soon as possible". While I am struggling with my car after the accident I had Monday evening, such customer service from a renowned company is truly frustrating.
Fed Up with NRMA
Good luck trying to claim from NRMA motor insurance
As a family we have had all our vehicles insured with NRMA for over 15 years without ever having to make a claim now we are trying to get a claim processed we see NRMA in a very bad light. Having lodged our claim online we received no response, we've spent hours on hold over the past month, we cannot get a meaningful response as to how our claim is progressing, the online report of our claim has not changed for weeks - we have no idea what is happening, no body seems accountable this is so frustrating and such a waste of our time. How can they get away with this complete lack of service??
AVOID AT ALL COSTS
Without a doubt the worst Insurance company I have ever had the displeasure of associating with. You will NOT ever speak to an Australian person from the claims department which leads to often confusion and misunderstandings when discussing a claim. NRMA are sneaky with the wording on their policy disclosure statement and they will catch you out on a technicality where it can save them money. I've also never spent so long on hold in my entire life, I wish I could get all that time back. They find the most inconvenient times to return your calls (When and if they ever do end up getting around to it). If I could go back and choose a different insurance company I 100% would. AVOID AT ALL COSTS.
My Partner and I were in an accident Toyota Hilux that was not our fault. An uninsured man was speeding down and around a corner, driving in a parking lane and was all around being wreck less. He smashed into the drivers side of our car, and we even had a witness that had no connection to me and my partner, stop and give us her card because she said the other party was driving like an “idiot” and was being unusually erratic. Even though the witness spoke to NRMA, told them what had happened they told us it was “our fault”, and to cough up the excess... It has been 5 weeks since the accident and our car has not been fixed. We actually went to pick up our car from a “NRMA trusted shop” that they chose for us who were fixing the car and as my partner drove the car away, the car was driving very strange and he was terrified as he was on a motorway. He turned the car around when safe, and took it back to the shop straight away and said what is going on? shockingly the repairman said “oh we forgot to tell you there’s something wrong with the turbo, we think, we don’t know”. How could anyone let someone drive away in a broken car is beyond me (without telling them) and I’m disgusted at the service we have had. We told NRMA about the incident, the woman on the phone was shocked to hear this, yet when we received another phone call from a different person from NRMA they said that the “turbo damage is from wear and tear”. So your telling me, that our car that we drive every single day, that has never ever ever had a problem with the turbo. Ever. All of a sudden broke because of “wear and tear” right when we had an accident, and now no longer works and the car can’t be driven. Multiple mechanics we have asked have said it could have easily been broken in the accident. But instead NRMA is saying it’s wear and tear. Funny how the panel beaters found the problem only a day before we were scheduled to pick our car up, then neglected to tell us about it, even though they had a mechanic look at it and THEN let my partner drive away unsafely in our car. And you know why they are doing this.. my theory is because it’s to expensive to fix. The print out sheet said they had already spent $8000 to fix our car, my “theory” is the panel beaters found the turbo problem last minute, told NRMA, organised a mechanic to look at it, he told them how much it was going to cost to fix it, they said no it will exceed the value of the car if we fix it, so then no one told us about it, let my partner drive away thinking he was safe in his fixed car but no.. what could have happened to my partner if the car broke down on the motorway? We had already had a terrifying accident and the last thing we needed is another one. I was so upset to hear after all of this and after the shock of our accident, after everything..that an NRMA “trusted partner” nearly caused us another one. I’m disappointed with the service and the fact NRMA were made aware of this and are in no way willing to help us or give us the service we pay for. We still have no car, 5 weeks later, no help and are now having to pay for another mechanic to look at the car. We have had quotes from mechanics of $4000 plus, no wonder they said it’s “wear and tear”.
Shocking customer service - longest wait time ever!
Yesterday I rang NRMA claims to ask them to send a request for quote to my smash repairer and waited on the phone in excess of one hour with no response. As I was at work I had to end the call. Today I rang the same department and again waited on in excess of an hour and received no answer. Both days the same monotonous message was replayed every 30 seconds "We appreciate your patience and realize that your time is valuable please continue to hold and a member of our team will attend to your call as soon as possible. We apologize for the delay your call will be answered as soon as possible we are currently experiencing a high wait time your call will be answered as soon as possible"
NRMA needs to improve on customer service!
Terrible customer service, been on the phone for 3 hrs! still no response.
Been a loyal customer for over 21 years, all policies with NRMA. Am shifting immediately as soon as I can get through! I've never had to wait so long. Incredibly frustrating and so bad for renowned company.