Reviewer Photos & Videos
Never too late.
I missed a direct payment. I did not realize I could have requested an extension. NRMA Home Insurance is obviously prepared for such a situation and is prepared to help. I'm impressed.
If I could give a zero I would. Front fence damaged by service person leaving our home 6 weeks ago. NRMA is the service person's insurer and they asked for 2 quotes, which my husband submitted, and still nothing done. Numerous calls to NRMA, no straight answer given and still can't give a timeline to resolve our claim. They don't actually believe claim us real and said they can't understand our service person's English and an interpreter is needed. They also asked us to get service person to call then to verify their claim, AGAIN. Absolute rubbish service, but what else can be expected from these big insurance companies. Why would anyone go with you!!???
Worst and most unacceptable customer service!
After never making a claim in 7 years with NRMA, I have been nothing but extremely disappointed and frustrated by my experience following making a recent claim.
The claim was made after water damage occurred from an unexpected home event, resulting in substantial damage to structure and contents (ie carpet and valuables).
After submitting the claim I have had to consistently chase NRMA for updates on the claim status, often never receiving call backs or written responses.
Following receiving written confirmation on contents claim approval,...
We have all but lost our home in Feb 2020 (almost nine mths ago to date) due to a neighbours tree. Our house sat there for months. Our belongings that were salvageable were put into storage that we cannot access. We were put into accommodation that doesn’t meet our needs but never imagined it would be this long. We have had issues after issues.
We know that the previous owner had attempted to get the owner of the property to remove the 30m gum tree but he had refused. We were left extremely traumatised as we, our cat and 3 dogs were all home...
Do NOT use NRMA for your home Insurance!!!
No Care or concern for the customer, have been a long-standing customer with NRMA policies going back to 1980's . Only after the ombudsman was contacted, NINE months after the original event and living and working from home with black mound and five buckets was I made an offer to cash-out the claim, most insultingly the new offer was $2,000 less than that offered verbally three months earlier and which three independent roofers had told me was insufficient to cover any of the work either internal or external to my home. This is despite proof of loss made by them during the original evaluation due to hail damage which they now claim I have to make a separate claim for.
Great experience, always there to help when needed.
Claims always attended to promptly
Over 40 years as a customer! .... we keep renewing, isn't that what you want?
WE have said all we need to say as per above!
I had been with NRMA for over 20 years and left for a better price, this is my third year back with NRMA. I find their staff most helpful, courteous, efficient and whilst the premiums might be a fraction above the cheapest I believe the benefits far outweigh the little extra in cost.
Policy amendment - change the name of the finance provider
Wanted to amend the name of the finance provider for few of my building insurance and it was perfectly and efficiently by Ayen. I am extremely happy with the service been provided by Ayen.
Choose another Insurer
I had a claim in Feb 2020, that was submitted on line. Nothing happened for 2 months, until we rang and pushed the issue. The claim was eventually paid, and we received a Phone call asking if the NRMA could close the case. Then about 2 months later we started receiving letters of demand for $1000, excess that the NRMA wrote "we failed to pay" I emailed them back, and nothing other than more letters of demand arrived. Eventually I mentioned the Insurance Ombudsman, and then we received an email, saying the NRMA had made a mistake and failed t...o deduct $1000 from the payment. Funny how nothing happens until you mention the Ombudsman. It is my opinion that the NRMA does nothing until pushed, and the when they error, they come down on the customer
Great service, absolute time saver!
We recently sold a property and wanted to cancel this insurance policy, there was no hesitation or sales response to this request.
We did this request via Web-chat, was very quick and easy, great service!
The reviewer stated that an incentive was offered for this review
Almost as good as face-to-face assistance.
The consultant was helpful, efficient, friendly and provided perfect support. I was more impressed than I thought possible. I think the NRMA business could provide useful training for many other companies and even government offices.
Customer service and the system is poor
I applied for a quote online and at the end it gives me my premium, it says if you want to get the flood cover out to lower the premium you can contact them, I choose to chat with them and the lady asked my details again and has to get my phone number so she can have access to my profile (given that I don't have an account with them) I give her my quotation reference number instead so she can check my details there not asking me again for everything... I did not get the new premium that I am asking for since I refused to gave her my phone number.. I told her I wished to be contacted through my email address...but she can't do anything unless I gave my phone number.
Excellent service from NRMA, and the Policy meets my needs
The Policy was set up via the chat facility, and it was easy as, Ayen was very helpful and professional. I have been with NRMA for many years, house and contents and car insurance.
Worst insurer around as far as I’m concerned
Been with NRMA for years but time to look elsewhere.
I have been living with damage to my house from the storm in August with a power sub control box hanging from the wall for 8 long weeks. It supplies all the power to the house. Was this classed as an urgent repair..NO. We did have storm damage in February & we did have to pay to have part of the roof fixed.
This time we had to get the roof fixed again (in the same area) $750 later we have found out that it was from repairs that should have been done in the first claim. So we are now down $1...
I needed help in my home and content insurance and the person I was chatting with Jen was really helpful and I got what I wanted out this chat. I also believe person really helpful in providing me with other options to get a better deal.
NRMA really needs a minus score - worst insurer ever
In February I put in a claim for damage to my home. NRMA never got ion touch with me over the next three months, I had to chase them. Eventually they offered me a derisory sum (it amounted to around $200 to replace a $1000 dollar fence and get two trees removed, one of which had come down in a storm and demolished much of the fence and part of a shed). I cancelled my insurance with them in May. Today - September 21 - I got a call from them asking when I was going to sign the permission slip for repairs! I told them I'd cancelled the policy bac...k in May, they'd sent me an email to confirm that, and as I was talking, the woman cut me off. This is just another reason not to go with NRMA. They have lost all my insurance business - thousands of dollars a year. If you're an NRMA shareholder I'd sell those shares right now, while they're still worth something.
Insurance with nrma means nothing. 15yrs of paying insurance with NRMA all came to zero. Worst insurer in Australia
Insurance with nrma means nothing.
I have had the following insurance with NRMA and never made a claim till the massive storm in 8th, 9th and 10th of Feb 2020, south coast of Sydney. Over 150mm of rain over the weekend and NRMA assessor said the water inlet from the heavy rains and damage done to the house was due to maintenance issue in the box gutter. A small green scrub the size of a coffee cup was in the gutter.
Life and income protection 7+yrs
2 x house and contents + 10yrs
Landlord Insurance + 3yrs
1 boat + 5yrs
4 cars + 15yrs
Not as reputable as I thought
I have water damage to my roof after a storm and had the NRMA assigned building inspector come and say it was not storm damage and just wear and tear. This is a house that was built in 2008 by the way. They will only pay $1,000 After the excess, there will only be $700 left. They will only cover damage to inside roof water damage to cover painter, not the actual problem which is roof tiles.
Had insurance over 15 years and never made a claim. I will be shopping elsewhere.
Appalling lack of customer service.
Our roof inside house got severly damaged from the February storms .The Cape cod blew in the roof lifted off it flooded inside.The mould in the house has made it unlivable.The house has been covered in Tarps and Sand bags
They are now ripped off and our house is deterioration .Now 8.5months and NRMA show no compassion or empathy.
We paid our insurance for over 30 years never asked for a claim.
We are going to have to take legal action as they have abandoned us. Do not use this insurance company
Incredibly appalling service.
We have had the current Home and Contents policies for 30 years with our home insured for $800K. 30 years means nothing to NRMA, they just don't care. So much for their 'We Care' slogan!
We are currently still under tarpaulins from a storm in November 2019. We had further flooding damage in February 2020 due to the broken guttering and leaking tarps. I could go on and on with a litany of complaints but will summarise them:
The call centre in the Phillipines is a disaster....hang ups, difficult to understand staff, long wait times, staff having...
Questions & Answers
We submitted a claim last September for storm damage to the roof of a property which is covered by Landlord's Insurance. This policy is more expensive than general home insurance. It is now 9 months since the commencement of the claim process. After seven months (in April) we were contacted by the Tandem Claim co-ordinator regarding the work to be done. The Scope of Work was incomplete and therefore rejected by us. Tandem has not yet acknowledged the lack of inclusion of items. Owing to the length of time taken other problems have arisen because of the roof damage. Two people were sent by Tandem to look at things, twenty minute visits each, but we have received no reports. After several phone and email attempts for contact we have been ignored at every attempt. Tandem will not advise of any progress regarding commencement of work. Now, it is back to the NRMA to try to get help. This is traumatic for many policy holders making a claim. After reading the replies to authors of product review comments what is the point of going to Facebook when there is still no support or assistance from the NRMA? We do need help.
Care TeamNRMA Insurance
Hi Lyn, I definitely agree that the experience would be traumatic and is not ideal for any of our policy holders. While I can understand you think there is no point what actually happens is we ask you to PM us your details so we can keep them private and then we escalate straight to our property management team to pick up and resolved. Please do PM us so I can help further. ~Nat
[Personal Details Removed]
This was approved by the NRMA and handed to Tandem who then handed to Suncoast Building Approvals, Maroochydore. We have also attempted to contact your company. We did not approve the Scope of Work as it was incomplete. Suncoast Builders have been extremely unco-operative and I am afraid we will be treated even worse than we have been already for making this an issue. Other claimants in a situation such as ours, but with policies with other insurance companies, have been regularly advised, that is,kept up-to-date, regarding the repairing situation. Furthermore, their roof repairs were completed quite some time ago without this turmoil.
This is a rental property covered by Landlord's Insurance. This prolonged delay has cost us financially in re-letting as we did not wish to inconvenience new tenants.
I have given information which will remain private.
Care TeamNRMA Insurance
I have escalated the matter to our property team and asked they contact you ASAP.
You have also posted your private details on a public forum - I have asked Product Review to remove your claim details. ~Nat
What is Home Plus
Care TeamNRMA Insurance
Hi David, thanks for your question. Home Plus is premium protection for your home. It gives you all the benefits of our standard home insurance, plus extra features and automatic cover you don’t usually find in other policies. With Home Plus you get:
An extra 25% on top of your insured amount to repair or replace your items (if you need it)
Automatic cover for accidental damage to your things
Automatic cover for electric motor burnout or fusion in things like fridges and washing machines
Up to $5,000 for legal costs and replacement documents if your identity’s stolen.
Recently our home suffered a home invasion. We have a home and contents policy with NRMA. One of the consequences was apart from numerous items stolen a set of keys were removed resulting in a Mazda 3 being stolen and to date not recovered.Amongst the keys stolen was the spare key for another car, Mazda 6. So it is possible that the stolen key could be used to steal the Mazda 6.
I have been advised by the Mazda dealership that two reprogrammed keys is around $450. My question is would the cost for two new keys be covered by insurance.
Hi Ngoc Thai,
Probably best to see if you can speak to an NRMA representative? Fingers crossed it goes smooth.
Care TeamNRMA Insurance
Hi Ngoc Thai, it would be best to talk to claims about the cover you have on your policies and then based on the events will be based on if we cover it or not. Please call 131-123 to talk to property claims and see if this is covered. ~Natalie
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.