NRMA BUILDING INSURANCE IS FAILING MY FAMILY
We have been with NRMA for over 30 years and have 8+ policies with NRMA
As we are a large family with 5 beautiful kids to look after, we have always felt it was worth paying the extra $$$ to be with the best!
That was until we had to make an emergency claim. . .
It turns out that in a major disaster, it is actually better being with one of the cheaper insurance companies like Budget Direct, GIO, ING and even Real Insurance.
Our property was severely hit by what SES workers referred to as a mini tornado (microburst with winds of up to 200kmp/h), which ripped through ours and neighbouring properties on the 15th of December 2018. Our house and property were smashed by winds and surrounding gum trees and 3 months later we are still living the nightmare.
All of our neighbours (which are with other insurers such as GIO and Budget Direct) had the same damage to their homes and have all settled and are happily getting back on their feet.
NRMA are still paper shuffling.
We had called every day for the first 2 weeks begging for emergency "HELP" which never came.
We then had to patiently wait for all the reports to be done which took a very long time.
They were finally completed several weeks ago and we have been calling almost every single day since explaining that we needed as a minimum the emergency repairs to be done. Still nothing....
We have been promised that the claim has been escalated, then we were told our Technical Assessor was "away" whatever that means, and that it will be pushed through to someone else urgently.
That was 2 weeks ago...
My latest call on Friday revealed that the file still sits quietly on the Technical Assessor's desk while we continue to struggle.
We have holes in the roof which continues to leak, rotting ceilings, insulation and walls, electrical damage to lights in our ceilings, no carpets and spikes sticking out everywhere which our children keep stepping on since the carpets were removed. The majority of the outdoors areas including pool and yard are out of bounds as a result of the dangerous trees, all of this should have been covered under make safe but NRMA never same and made anything safe....
It's a very difficult and stressful situation for our entire family. We just want to get back on our feet and move on...
My family has been waiting patiently for almost 3 months. Unfortunately we now need to take this to the next level to get the help we have been paying for, for over 30 years.
For those of you who are remaining loyal to NRMA like we have been all these years, be warned, loyalty does not mean what is used to.
NRMA - Appalling customer service and feedback
I am so unimpressed with lack of communication and follow-up from NRMA I will be taking my 6 policies elsewhere. The query related to some water damage some 3 years after roof was fully replaced by NRMA on rental property following storm. Minor damage but wanted to know if I should pursue under the previous claim (as water damage was in same place under same window) or a new claim was needed. Took over 9 months - previous repairer had to assess and leak detector report obtained, had to chase all the time, numerous calls unreturned - eventually declined. Requested a review as leak detection report (eventually received) also mentioned problems on 'lifetime guaranteed' roof. I cannot even get a response to multiple emails and online complaint query and not prepared to waste more hours on the phone to be told someone will be in touch and for nothing to happen yet again. They just hope these little annoying people go away and won't bother pursuing. I am appalled by the standard of service offered by NRMA, will be cancelling all my policies in my time and would highly recommend you give them a wide berth.
NRMA- This insurance corruption has to stop.
Most NRMA policyholders are not aware that NRMA has Insurance Laws, Insurance Code of Conduct and Consumer Laws they MUST abide by.
My advise to everyone is do the registration and Licence checks through Fair Trade on everyone NRMA sends to your home and have witnesses when inspections are carried out.
In my experience. I had a claim, NRMA sent out their representative and a report titled 'EXPERT' was submitted to NRMA.
NRMA sent out a plumber that confirmed my claim and a SOW was complied to the value of almost $30,000.
One month later NRMA sent out a so called 'Engineer' the engineer submitted a report 2 weeks later which included an ILLEGAL SOW (not legal definition of a Scope Of Works) which was then sent to the NRMA data analyst who now complied a SOW from another company which devalued the claim by $26,000 to $3,600 less excess $2,600. Based on non FACTUAL information (using terms such as if, but, maybe, possible, likely).
Witnesses have testified that information and recommendations given to us by this 'engineer' were not consistent with the report details.
Alarm bells began to ring for me so I did the Fair Trade Licence and Registration checks. This revealed the so called builders and engineers sent to my home were not the licensed/Registered builders and/or engineer as claimed by the entire NRMA claims department and first level complaints department.
Level 2 Complaints department sent out an 'engineer' this engineer presented a report and the data analyst then devalued the claim down even further... this time to ZERO.
Licence and Registration checks revealed the name of this engineer and the name on his report was not registered with the NER.
Level 2 Complaints department has tried to force a cash settlement in her Final Decision Letter based on the second report without a legal SOW (no itemized details and without a 'written' settlement amount).
This matter is going before AFCA. I advise anyone that has a similar experience and is getting nowhere with NRMA to go to AFCA. This insurance corruption has to stop.
So disappointed with NRMA still waiting for pergola roof to be fixed from hail storm in December. Seem to be trying to get out of paying so not happy and looking at moving all our insurance policies to another company. Ridiculous that we pay all the premium to have cover so they can try not to fix - shame on you!
An awful company to have contents with
The waterproofing membrane on my shower walls failed. I thought, that’s fine, I’m covered for water damage to my carpets. No. The NRMA first said that they don’t cover water from a shower recess. Apparently, they define the entire shower cubicle to be the “recess”. Even though it’s not recessed into the walls.
Then to top it off they said they wouldn’t co er faulty or bad workmanship.
It’s unbelievable. They’re completely dishonest. They won’t honour dictionary definitions. They will make any excuse under the sun not to pay out on claims.
I feel as though the NRMA have committed a fraud on me. I’ll be taking my business elsewhere. Just a pity I’m not wealthy enough to sue them for the return of all my premiums I’ve paid to them.
Also, don’t listen to their team. They actually don’t care. Their customer relations team won’t help you either. They’re horrible people in this company.
My insurance premium has become rubbish.
After big a big storm on 15/12/2018, my house had damage and roof and gate cover area. I received quote from my builder and NRMA(IAG) received from MAINCOM. MAINCOM quote is half as cheap as my builder's quote. That's why NRMA, actually IAG, give job to MAINCOM. But I can't accept it. It's not just that I want to give my builder a job, but there are a few reasons.
After looking at all the reviews, I found that MAINCOM is a lousy company. And I don't know why IAG say MAINCOM is the best company?
I believe that NRMA must consider that why there is a big amount of differences between two companies.A cheap price is not necessarily good, and there are clear reasons. I believe that MAINCOM's quotation is not included many kinds of works. That's why their quotation is lower than my builder's quatation. I expect from NRMA good and quality service. But NRMA chooses MAINCOM only reason for the cheap quote. Don't try to make my house as rubbish.
Here are the reasons, why I can't accept MAINCOM for my house.
First, MAINCOM doesn't know my house's original conditions. MAINCOM inspector, unfortunately, he came to my house after finished all demolition work and damaged roof area (it covered with cover sheets.) but he didn't ask a drawing.
Second, the most big problem is the roof area, it included structure work as well. Not only the roof tiles but also the structure frame has broken. My builder inspected the inside and outside of roof area, he covered there with cover sheets. It means only my builder knew that how big and how dangerous the damaged are . And he only one person knows about structure material. But MAINCOM inspector didn't look at the inside of cover sheets. I watched he didn't open the cover sheets and looke the inside. He can't know about it without opening the cover sheets.
Third,When my builder inspected, he took almost 2 hours for inspection. But MAINCOM inspector just looked around and take pictures finished just 5mins. It can't be the same as seeing it in person and seeing it by photos in an office.
Fourth, I believed that a lot of works are missing from MAINCOM quotations. NRMA told me that if there are extra work, they would charge as well. Terrible. Before making a decision and please consider. Extra work means taking more time. That's why all reviews showed it, MAINCOM never finish the work. What can I expect from MAINCOM?
Last, I can't trust MAINCOM because of too cheap quotation. They can't make my house to original conditions with such as the cheap quotation.
IAG accessor was unfair. I thought he comes to my house as a MAINCOM representative. He forced me to choose MAINCOM.
But I'll never, never, never choose MAINCOM. I've seen all the reviews and I've made sure.
NRMA(IAG) never listen to customer's opinion, never relpy, never contact, never consider.
And I'm sure that NRMA(IAG) will get the money back from MAINCOM, otherwise, there is no reason to side with MAINCOM, inspite of all terrible reviews, all complaints.
I total have 10 policies with NRMA, but I'll try to find another insurance company.
Getting a home insurance policy.
We have had NRMA car insurance for several years and after an unusually large premium increase from our previous home insurer we decided to try NRMA.
Our first contact was by an online quote but I was unable to insure in the way I wanted because I was unable to find any place to buy content insurance and so I spoke to Donna on the phone. Donna answered all my questions and got me thinking about our home insurance and so we came to a good agreement about what we needed and what NRMA needed and we will buy the policy.
I have to say that Donna was easy to talk to, keeping me at ease throughout the procedure. You have a good employee there.
Hopeless,Hopeless Rude and Hopeless
Has taken multiple phone calls,numerous repetitive conversations and frustrating misinformation to get where we are now with our contents claim.So its now over 2 months we are still waiting on a PC and have a new TV delivered which doesn’t work.So they me it’s now my problem,”you got your TV chase it up with the store,we don’t deal with stores”.... umm yes the store you ordered it from that I had no choice in ?
Absolute garbage service.Dont try the complaint service- no one gets back to you ....ever
We have been with NRMA for over 25 years and a section of a tree on our property fell on to our roof in the storm on 15 December. Things have progressed but in general the tardiness and inaction by most staff I have encountered was appalling. It is as if only when I call (every time it took a long time to get through to start with), things get actioned.
Last week in view that we were due to check out our temporary accommodation in a few days I contacted NRMA again. The officer said she will call the builder to find out where things are at and how much longer will we need temporary accommodation first and she will organise and update me. I didn't hear back until I called again two days later. Yes she tried calling but couldn't get through and she left a note in the record. And? Nothing happened.
It was like that the whole time pretty much, something will be done when I call, what sort of process is this?? Why??? That's terrible. Customers buy your services and expect they will be looked after when something happens, especially when they have no experience with the process, and it's your job to help and guide them, is it not?
And then there's this Lido Accommodation that looks after the accommodation side of things, quite frustrating to deal with as well.
As we needed a pet friendly accommodation, NRMA apparently sent a request to them to organise. When I first followed up, the lady at Lido, without even asking my reference, told me they have not received any requests. Then I asked if she has my reference and she literally went "oh yes". She then put me onto another officer who apparently looked after my booking. He told me it is hard to find one, but maybe there's one in Top Ryde and he would need two days to sort it out. Two days later when I didn't hear back I called him back. This time he said he was busy and there are other customers who still haven't got accommodation sorted and he would need two more days. As a matter of fact, the day he told me about the Top Ryde accommodation, I already did my homework and checked with the property, and was told they have the availability. I called NRMA back and told the officer I really don't want to deal with Lido their contractor. I am a NRMA customer and whoever is their contractor is for them to deal with.
As at today I have a few queries with regards to the claim outstanding, and waiting for a response on my content claim, also hoping for the repair process to start soon but the experience thus far with NRMA overall has been extremely disappointing.
Lack consideration for the aged
I am a lifetime member of the NRMA. I had a claim over 5 years ago where they started works and did not finish the repair - ordering the contractors to walk off the job. I was in despair and endured ill health as a result my claim and at the hands of the NRMA. My daughter had to take over the claim and negotiate repairs. She too experienced stress, disgraceful service and acknowledgement despite my loyalty and her professional business acumen including experience and degrees in business and health. It was disgraceful from the face right through to the IAG CEO to whom she wrote. Another insurable event happened last year which further damaged the unfinished works (which were insured) and created further damage to more of my house. Half of my house was unlivable and was not safe. If it was not for this exacerbating event and the support of my family, our investment in a structural engineer and their representation standing firm by my side I would not have survived the situation nor have the house repairs near finished today. The matter was escalated to an NRMA technical assessor whom inspected the property and authorised repairs to completion. A new building company was appointed after due consideration of my needs. The young builder was an inspiration to the manner in which the repairs were to be done and his respect for the elderly.... a rare thing these days. It broke my heart that I had to endure such hardship by a company I have been loyal to for so long. It should not have been this way. It took 3 months for the builder to get to this stage of being 99.9% finished. Why did the NRMA have to make me suffer for 5 years and wait for a new claim to arise before helping. If they had finished what they had started the second lot of damage would not have eventuated. I have become very fearful as a result of the NRMA (IAG) insurance company as an elderly person. I have lost trust, faith and have become weaker. Make sure you have full support of your family, take plenty of photos and document EVERYTHING. Make sure you read the PDS and their alterations to the PDS on your renewal policy at each renewal.... YOU need to put in the hard work to claim for what you are allowed to claim. They will NOT make it easy for you or care for you like their advertising claims. NRMA is NOT what it used to be and does not have the elderly - lifetime members - as valuable members. There should be an inquest and a representative for the aged for such matters.
Treated like garbage by customer service
Our 2 house policies came up for renewal and we were only given the option of an annual payment. When I rang to question why, I was told that because we had trouble sticking to the payment schedule, we were no longer allowed to pay by the month. This is not the part I'm angry about.
We have been in financial difficulty after my hours were cut when I returned from maternity leave. When I explained this, the representative told me that "my financial issues are not the NRMAs problem" and that they are "a business, so we have to make money". I was also constantly talked to in a condescending manner and interrupted repeatedly before she magically couldn't hear me and hung up on me.
This is the second time I have dealt with NRMA (the first being a car insurance claim) where I have been left feeling degraded, humiliated and in tears. What happened to compassion, and giving people who are struggling a little support instead of making them feel like rubbish about it?
Terrible claim service
My elderly parents have been with NRMA with multiple policies for 50 years (Gold members). Back in first week of November 2018 a car damaged their carport so that it is unsafe and they can no longer access their back yard. That day it’s was made safe by a NRMA subcontractor and then an assessor came out the following week to make an initial report. However, it is now mid January with no sign of repairs being planned. Total run around every time they call, promises to call back but never do. always says they are waiting for reports, give us timeframes but it never happens. So frustrating for my parents not to mention the total lack of loyalty for 50 year customers who’ve never made a claim.
Couldn’t believe how fast the claim went through
4 years I had to finally make a claim on accidental damage to my laptop
I submitted the claim online at 9am
By 1pm I was down at jbhifi paying excess and collecting new replacement
Could not believe it so happy with the service
No respect for loyalty
My annual premium is due & I got a request to pay just under $10,000 due to the new way they deal with storms/floods/rainwater run off/surge all lumped in together. Ridiculous! Who can afford that? What ticked me off most is I’ve been with NRMA for 21 years & have 5 policies and they didn’t care less when I said I’d need to leave because I can’t afford such a high premium up more than double from last year. No respect for a loyal customer. It’s all about profits not customers. Sad.
Pet lovers - review the policy
Absolutely disgusting our dog damaged our cedar doors due to being scared in storm. We had top cover so. Thought covered by accidental damage. Was told no but was up sold on their pet lovers policy to say if you purchase this upgrade on your policy you will be covered if it happens again - so we upgraded - it happened again 18 mths later only to be told covered by animals not living on premises as then pet lovers not covered by chewing -funny that conveniently not told that when sales person in claims up sold me on adding new policy - believe nothing they tell you - yes we need to read the fine print - no longer trusting we were in fact not told the truth!lo
Escape of water claim terribly mismanaged
I have been with NRMA for several years and have four policies with them. On 23/11/2018 I had a burst pipe under my kitchen sink. The water flooded almost every room and went through several walls. Even though NRMA has both policies they appointed separate people to “restore” my building and contents. The contents restorers advised me that they would only assist with the drying of the carpets and put several machines in. The carpets were an older wool with hessian backing so they were starting to stain quite badly and seemed very unlikely to be able to be saved. They left on a Friday advising that they would reattend on “Monday or Tuesday” on Saturday the building restorer attended and found moisture readings of up to 35 when the safe level is 16 and under. She could not take moisture readings of the two most affected walls in the kitchen because the kitchen cupboards were in the way. Apart from the readings she advised that there was nothing that she could do as the carpet drying machines were in the way. She did advise that she thought the carpets should have been removed on the Friday. I called NRMA on Monday and advised them that the carpets were now very badly stained and stinking to high heaven and asked if they could please be removed so that the drying of the structure could commence. The claims consultant was quite curt and advised me that the carpet decision was entirely up to their subcontractor. The carpet restoration people did not check on the progress or change the filters of their machines until six days later when they finally removed their machines and wrote off the carpet. They only removed half of the carpet at that time because they were “busy”.
The assessor and the structural drying company then attended and the assssor was remarkably rude and dismissive saying that he “cant assess what he can’t see” ignoring much of the damage and the fact that NRMA’s process meant my kitchen walls and kitchen with chipboard underneath sat wet for six days! Once the structural drying was finished they decided everything was fine despite some of the wall moisture readings being elevated after ten days! After I complained a second assessor from the same company attended (despite being promised an independent assessor they never eventuated) and was slightly less rude but of almost the exact same opinion as his colleague - they want to do some superficial cosmetic work to make the kitchen look okay while the chipboard rots and who knows what happens to the walls.
I have a two year old and a five year old both of whom were premature babies with IUGR and I am stuck in no man’s land of paying for accomodation while I wait for customer relations to contact me. I do not believe that my house is safe for my children because the moisture readings of the kitchen walls have never been taken and they and my kitchen were left wet for six days and the chances of mould are quite high, I consulted an independent mould specialist who advised that they cannot determine if there is mould without direct access to the affected walls.
I am horrified by my claims experience and how I have been treated and must strongly recommend against NRMA insurance. I have “home plus” a supposedly premium product.
Price jump by 50 per cent due to flood rezoning
They have recently increased premiums due to my adjoining properties being assed as flood prone. Only they don't flood, not now, not ever. Why? Because I owned them in Feb 2011 when the BIGGEST flood on record ever occurred and my properties did not flood. I told them that, they were the insurer back then as I have been customer over 11 years and no claim was made. They don't want to take notice of reality so I cancelled my policy with them. I suggest you do so too.
NRMA builder would not guarantee their work so therefore would not do the repairs, i was left with the option of basically taking the payment for a quote estimated by the builder who would not do the work and done the quote for repairs from photos someone else had taken, dud not come to the house and omitted other items that needed to be repaired. Now I have been left to find my own builder to do the repairs and hope the payout covers everything once they start removing the vanity. Oh and not too mention if i can actually get someone to come and look at it.. I did not want a payout and all this hassle and stress i just wanted the repairs done.. I will never recommend and rest assured will be shopping around for not only a new house and contents insurer but cars and greenslips...
Disgraceful - They rip you off on your renewals
We have been with NRMA for some years, having 2 cars and our house and contents insured with them. One car renewal has arrived and it is substantially more expensive than last year. I then did a quote at my next door neighbors address and it was nearly $200 cheaper than what we have been billed. I called and asked why and the price was dropped about $40 because the system did not state that the car was garaged?? They ask these questions when you get a new policy and we have not moved. NRMA could provide no explanation as to why our house number is so much more expensive than our neighbors and are generally happy for me to take my business elsewhere (which I will be doing).
After 50 years plus of having NRMA house insurance my 88 year old pensioner father made his first claim after a storm left a hole in the roof ( and damaged multiple properties in the area) After waiting 2 weeks we get a phone call saying that the pitch of the 50 year old roof was 12 degrees and the standard is 15 degrees - and that contributed to the damage- and the claim was denied. So my dad is left with a gaping hole in the roof and the NRMA have wiped their hands of it and said bad luck. That’s what “Gold Membership “50 years of loyalty gets you in your time of need. Ruthless, heartless with no sense of what is the right thing to do- instead they will look for technicalities to avoid having to pay out and genuine claim to someone who really needs their help.
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