NRMA Home Insurance

After 17 years with nrma, I made my first claim. My neighbours disease ridden tree smashes two fences, and damages my professionally maintained pool. NRMA only offers to repair colour bond fence only. Three phone calls to nrma stating my pool is my main priority were ignored and not assessed as part of my claim.

Had a power outage and lodged an online claim for food spillage. Spoke online afterwards with a consultant, and they finalized the claim within 5 minutes. Online vouchers sent out, very quick efficient and easy process....

it has been a great first time experience web chat and online services... thanks for your help Emma :)
an ease process of online claiming, approval and web help all under 30min! No holding on the phone. all information stored in online claims and much better than another insurance company i had dealings with today. 5 stars NRMA!!

After receiving my yearly insurance invoice. I felt it was overprice so I called another well known insurance for my age group their quote was approximately $400 lower. I contacted NRMA that was off shore I asked for a review he said unable to help but would get back to me, Two hours later I received two emails for the original price. I currently have six policies with NRMA, I have been insured with NRMA since 1965.

I have 5 policy with NRMA for 17 years. There is absolutely no customer services when you want to make a claim. You will only receive a courtesy update (possibly from a machine), but never delivery any result.
Even when you call to follow up, you will only receive response such as the claim is still in process. Then follow with another courtesy update. Lodged my claim since June 2019.

So I had a nightmare of a time dealing with the guy replacing my floor boards. Not after 6 months the floors seem to have swelled up for no reason . It looked though the guy laying the floors didn't air the section out that flooded . What can I do about this ?

Policy is twice as expensive as comparable ones on the market. Staff do not have knowledge of policies. It has been 3 months since I raised my claim and all I have had is a never endyseries of ‘yes we will cover that’ followed by being told it’s not covered. No one person handles a claim so there is no accountability and they, in their opinion, are never wrong. I have been financially impacted seriously due to the incompetence and and complete lack of service from NRMA.

I have had NRMA insurance for home and contents; Landlord insurance for 3 properties, car insurance and have never had any issues with any claim. The only thing stopping me from giving 5 star is the cost of the insurance premium is much higher than most of the insurance companies. Claim is processed in a timely manner and without any hassle, you feel you are glad you are insured.

While you're busy working away to cover the astronomical monthly cost of insurance, NRMA are just as busy doing everything they can to avoid covering any damage. They have just made me get extensive work done on a roof that is perfectly fine and meets the industry standards for a skylight installation because they are saying the area of tile is causing water damage to the ceiling 12 metres away from it. They believe the water has come in through the skylight and levitated to various other parts of the house to cause damage. Now I'm up for hundreds of dollars to "repair" the skylight when there's nothing wrong with it before they'll fix the problem. Meanwhile rain is pouring in through the holes in the ceiling, furniture and carpet is being damaged and the cost of repair is creeping up and up. As soon as this work is finally done, no idea how long this will all take, I'm getting away from NRMA. Any other insurance company would be better. Dodgy Pete's Insurance is sounding like a much better option right now.

Go anywhere else. You'll just be throwing money out the window with the NRMA.

Claim [Number Removed] was approved but I left for overseas and attempted to follow through details by email, telling them repeatedly that I could only communicate about this by email and not telephone.
Unfortunately they could not handle this and the results so far would make a good humorous skit if they were not such a pathetic commentary on the abject incompetence of both the system and its unfortunate employees, who appear incapable of understanding or writing basic English.
I am still waiting for the details of an extremely simple claim to be sorted out.
So, after 35 years of insuring with NRMA, it’s now goodbye from me.

My home claim for accidental damage for a mobile phone was finalized with money for repairs in my account in a few days - excellent communication and service. I've been a very long term customer and this was my first home claim. Thankyou NRMA!

hailed damaged car assesed in Feb 19, taken to repairer on 1 Aug 19, 7 days later work still has not commenced as the repairer is still waiting for NRMA to approve the work

A warning to:
Senior Citizens.
Pensioners.
War Veterans.
Veterans.
Strata Owners.

NRMA member forty years.

I am a 72 year old who qualifies for all of the above in the list of "A warning".
As a baby boomer at times I find some dismiss some of us as old and possibly not the full quid.
That came across when talking to this particular person in the claims section of NRMA.
One of the service associations tried to discuss my claim with NRMA but got short shrift apparently without any resemblance of a polite standard reply like confidentiality etc.
The Kafka reference is a famous work warning about the dire consequences of challenging an unwieldy bureaucracy.

I had water damage January 2019 from dislodged roof tiles.
The local NRMA office advised me to submit a claim to the claim section which I did.
I had two assessor inspections by Steamatic.
I was asked by NRMA to write to the strata committee of this strata for a “Denial Letter re Damages” for processing an insurance claim for water damage of walls and carpet. I sent the request to the strata committee/through the strata manager.
Apparently this is standard procedure in strata when a claim is made for water damage.
It seems as if NRMA have also written to Strata.
Inspectors from Steamatic visited twice to do an assessment. They were courteous and professional and confirmed the carpet in my bedroom and the family needed replacing.
The inspector inspecting the damage to the air conditioner and water stains down the freshly painted walls mentioned there may be a query as to responsibility for damage as it could be a Strata matter.
As I did not keep the rotten bedding, artwork and a collectable the inspector advised that is a problem because they need evidence or at least a photo. I did not have either though he could see the black sludge spewing from the air conditioner onto the new bedding.
I accepted his assessment because I have never made an insurance claim before so was not aware of the procedure.
I was getting fed up with this back and forth and had no option but to replace the rotten carpet in the living room because it was detrimental to my health.
I would like my bedroom back as I cannot sleep in there with stinking rotten carpet.
I would like to have my water stained walls repainted and the air conditioner repaired or replaced before the summer heat sets in.
I once again tried the claim division of NRMA to find out what is happening.
I spoke to a man by the name of [name removed] in the claims section of NRMA.
He was incredibly rude and I asked him to please stop patronising/condescending.as he used varying tactics to try and stall the processing of the claim.
He agreed the carpet replacement is approved but the repair/replacement of the air conditioning unit is open to assessment who is responsible, NRMA content insurance or the Strata.
He argued it was necessary for the painting of the walls and replacement of the air conditioning unit need to be done before the carpet was replaced.
This is stupidity in the extreme. I asked why and he something along the lines tradesmen would come in with dirty shoes and damage the carpet.
I told him he is talking about TECO who must install thousands of air-conditioning units without damaging carpets. That goes for painting of the walls as well. The walls had only been painted in the last six months without a drop spilt on the carpet. I have no idea what his mindset is though he is speaking on behalf of NRMA so it must be policy. Painters use drop sheets.
He then rambled on about getting a reply from the strata.
I told him the strata manager we have usually do not return phone calls let alone answer letters.
It is beyond my understanding why NRMA cannot or will not persists with getting a reply from a strata committee or strata manager if NRMA feels the responsibility lays there. I wonder if it’s part of the stalling process.
I asked him why an organization as big as NRMA does not have a department (or legal) who deals with strata as there is a booklet that sets outs clearly strata/owners responsibilities readily available from the Department of Fair Trading that is written for the general public to read in simple clear English that is online if NRMA does not have a copy. Maybe even a phone call?
My doctor has advised it is advisable I move out from this residence as the residue from rotten carpet and mud spewing from the air conditioner is dangerous considering my major health problems.
Unfortunately I own this unit so it would mean moving to a motel or hotel until the NRMA gets its act together.
In general discussion I am aware of this site from one other senior citizen to give me an idea what I’m up against and it seems as this spokesperson, [name removed], speaking for NRMA is only following policy so there is nothing much can be done.
As it is when the second assessor came out I did not have the will to argue so let all the other damages ride because I did not keep the rotten bedding, artwork and damaged bedroom furniture because I want to live in my home without suffering further deteriorating health. So NRMA has won by bludgeoning a sick person into submission, combined with mind blowing inanity stalling tactics to avoid settling a claim.
To give another example of this woeful aggressive trial by attrition this [name removed] when I said the water damaged air conditioner may be a fire risk immediately retorted with something along the lines “if that’s so I can get an electrician out there tomorrow to disconnect the power”.
Sadly that says it all.
Then to add to the misery I had a request from Steamatic for another assessment inspection.
It was short notice and I had no idea what or why because I had buckled to the degree to waive everything except the replacement of the carpet, the repainting of a section of a recently freshly painted wall and replace/repair the air conditioner and did not have the energy to haggle away further entitlement claims.
I told Steamatic I accepted the previous assessments and given in by paring the claim down to the bare basics and I was not prepared to negotiate further.
I had no option but to pay for replacement of the living area carpet that in the weeks since I’ve had it done my headaches and stuffed sinuses I’ve had since the beginning of the year have improved out of sight.
I cannot understand why if NRMA have solid reasons and evidence to claim Strata responsibility surely a more forceful and even an active representation is sent so my living premises are habitable and safe to live.

We had an electric wheelchair damaged on an airline trip overseas and needed to fix it or buy a new one to manage the next 4 weeks of holiday. The airline paid a ceiling amount that they claimed was all they had to pay which was enough to send the damaged one back and buy a cheap manual one but did not cover expensive repair work. The travel insurance cover requested I try our home contents insurer first so I lodged the documents yesterday with NRMA and was reimbursed today by a cheerful person. How lovely. I am very impressed.

As the owner of 8 polices with NRMA Insurance (for now) and having been a customer for around 25 years, I feel I am qualified to comment. My recent claim with NRMA was appallingly handled from start to finish. A relative small claim, as far as house claims go, it took 13 months to finalise. The level of service and communication was dreadful, and i was constantly pushing for action and updates. Their communication with the independent assessor they used was even worse, and this caused considerable issues along the way. And of course neither accepted responsibility for anything throughout - it was always the fault of the other.
I literally had to lodge a formal complaint in order to get things moving moving at one point. I even had to chase down a small settlement payment that was agreed to be paid to me after NRMA acknowledged that certain aspects of the claim weren't completed adequately. In chasing this up months later, i was virtually made to feel like a criminal for trying to do so.
I get the feeling that NRMA are who you would want to have on side if your house burned down as part of a bushfire that claimed 200 houses - they'd roll into town, set up shop, and deal with it until settled. But if you're claim arises as a one off, expect to be completely and utterly lost and ignored.

I had a water pipe burst in my kitchen 17 Feb. as of this date 15th July the have not started repairs Stay away from N R M A Insurance any other Insurance company woul be better

Would just like to compliment Angela Walsh from Tuggerah N.R.M.A. for her satisfying service and helping me to adjust my policy, I also got a refund. Very happy with N.R.M.A.

I’ve read a lot of horror stories from product review about claims, thus, the low star rating. So when the time came when I was about to make a claim on badly damaged carport I had my fingers crossed. To my surprise, everything went on smoothly. From the time I lodged the claim up to the moment when the assessor came to my place, quote the amount to have it replaced, it was buttery. I have the claim finalised on my nrma app and all I can say is, not a lot of people who had good experience with a certain insurance company will take time to put a review of their experiences here. It just happened that I have the luxury of time today. I recommend them at least here in ACT. I do have my car insurance with them as well, haven’t had to use them up until now. But will try and review it as well when it happens.

After insuring with NRMA for around 30 years - never making a contents or buildings claim that I can remember. We had a burst pipe!
The whole downstairs was flooded including garage!
The agreed to do the lounge floors (yet to see that happen - as we want the SAME floating floors - not laminate) But said they will gut the whole left side of the kitchen (not the right side?? no idea why) and rebuild it - replacing the damaged bits and re-using the old parts! Leaving my kitchen to look like a patchwork mess. (as there is no way you will be able to get an exact match on 15 year old colours!)
I did not claim ANY furniture that was damaged as it was old - and garage furniture was not so precious! - i tried to be considerate by not claiming for all this (5 pieces) but did not receive consideration in return! - NTS never try to be considerate with insurance companies - they are not considerate in return
it happened february 8 ... it is now june 21. Still living with half my floor half ripped up and the remaining with exposed broken splintered wood! can't invite anyone over.
Here below is the Video of the WHOLE kitchen flooded - they will not replace and repair the right side - which is how the water got through to the garage! (kitchen part starts at 49 seconds)
Next stop ombudsman - no one should have to go through So Much stress and so much waiting for emails/sitting on the phone after paying premiums for so bloody long - and paying a $2,000 excess!
https://www.youtube.com/watch?v=XPZZIju_BhY&t=3s

After more than 20 yrs and multiple policies I had a claim rejected. I was sent a letter stating that I had withdrawn my claim. I asked 3 times by both email and phone over several days for a letter stating that my claim had been rejected as I needed to present this as part of my legal application against the tradesman who caused the damage and that and my solicitor was leaving to go overseas in a week and needed to present papers immediately.
I am still waiting.