Very efficient claims process.
Very happy with how our claim was settled. I had a few issues with the app but the claims officer was excellent. Steered me through the process and was courteous and helpful. I pay a higher premium for a higher level of cover and service and that it what I received.
Quick and efficient response to upgrading my current home building insurance
Received a very efficient response to upgrading my current NRMA home building insurance policy. Web chat clear and concise and resolved issue in matter of minutes. Thank you very much.
Beware of NRMA home insurance
I lodged a claim 9 weeks ago after a large tree fell on my house. I have never received any correspondence to tell me whether I have a claims manager, who it is, what the process is or what time frames to expect. NRMA have sent out a building assessor to provide a scope of works (Tandem), a structural engineer to provide a report and one of their own technical assessors ([name removed]). They asked me to provide my own quote from a builder and then two weeks later asked me to provide an itemised quote - which I did. I have been told on multiple...occasions that the quote I have provided vastly exceeds the quote provided by Tandem - a quote which they acknowledge is completely inadequate. When [name removed] attended he advised me Tandem were not equipped to quote repairs of this nature and should not have been asked to quote it. He told me the structural engineer that was sent out is not in a position to quote on the internal water damage. On Wednesday this week I asked to be referred to the complaints and dispute resolution team. [name removed] called me this morning. As I didn't have pen and paper on me, I asked her to email me her name and contact number, which she had offered to provide. No surprises, I didn't receive an email. I called at 3:30pm this afternoon to speak to [name removed]. I was placed on hold for 20 minutes to then be told she finishes work at 3pm and noone else could speak to me. I was also told that NRMA will now be sending out 3 more builders to quote the job! Nine weeks later, after they have sent 3 builders to look at it already. There is loose exposed absestos - [name removed] could see this but assured me "its fine unless you go up into the roof", there is exposed electrical wiring and there is internal water damage to ceilings making them structurally unsound and at risk of falling any time. And after 9 weeks, NRMA want to send out 3 MORE builders. I have had all of my policies with NRMA for several years. Be very aware before you purchase these products.
I have been in talks with alot of people in NRMA over last few days ,Joy, Ronal and two other young people.
I just want to say in writing that i appologise to Joy and one other young women i think was called Jenny.
It was taken out on you and thats not who iam, iam sorry.
My claim has been fixed up and iam very grateful for a ending to the hearing aid saga.
Everyone in my house can hear again thank you Joy and thank you NRMA.
I ve been with NRMA for 16 yrs and ill stay .
Have a great day Henny Ogorman.
NRMA Home Claims. Terrible service. Appears to be just an offshore call centre.
Frustrated with the NRMA Home Claims process. Multiple calls to multiple people in an offshore call centre that appear to handle multiple insurance companies and still getting nowhere. Its like I keep having the same conversation over and over again with different people - no one person seems to be taking ownership of my claim and following it through to get resolution for me and to get my home repaired. Its now 6 weeks or so on and we are still literally camping in our home surrounded by damage. What an embarrassment from a company that promises to offer HELP and a personalised service.
Poor customer service - Loyalty
Been with NRMA home insurance for over 5 years. When changing across we were informed we had accidental damage. Turns out we don't - with poor customer service - they were not willing to assist (We even offered to upgrade with our claim). Our loyalty was disregarded, we are changing insurance first thing Monday. Very upset with the result. Do not recommend this service.
I would like to lower my contents insurance to nil or $10,000 and NRMA will not allow me to do this. I am told because I own my home I must have contents insurance. Surely this should be my decision not NRMA. I am not happy and might have to go to another insurance company.
Absolutely useless and dishonest!
We have been with NRMA for 30+ years, recently our extended pergola roof was damaged by the hail storm last year, they sent a few of their officers to check and confirm the damage was indeed covered by their policy. All it needed was a replacement of the pvc roof panel. Simple enough, NRMA approved tradies came and inspected it. They said they will replace 2 of the panels and will do so in a few weeks time.
6 months to a year later nothing, gave them a call and gave us an excuse that our extended roof was an illegal extension to the house... W...
We made claim last year for damage by air conditioner leak. They create a claim, after a month they say as leak cause by 3 air conditioners, so 3 claim/3 excess to be paid.
After dispute, we have no choice but excepted. Then NRMA asked excess be paid to builder which we did, then NRMA authorized for the repair to go ahead.
3 month later they sent email saying we got 1 outstanding excess.
Then we provided the receipt paid for it.
A NRMA lady rang and apologize and promised NRMA will never call us again.
After 14month later, NRMA called and say w...
Very disappointing... so much for being a loyal customer
Have been members of the NRMA for over fifty (50) years. During that time we have had NRMA House and Contents Insurance for three properties over a period of 45+ years and have NEVER made a claim over that time. We purchased our current property (we moved from Sydney to the Gold Coast) over ten (10) years ago, and our current property would be valued at approx. $850K should we choose to move.
One of our sons has been advising us for years that NRMA are "ripping us off" and suggested that they do not recognise loyalty - they prefer to give a g...reat deal to new customers and assume if you have been with them for years you will automatically renew when you receive your renewal notice. Our son is a Fellow of the American Association of Underwriters USA and worked as an Underwriter in the insurance area for over ten years and he now works in the wider financial area. Our latest NRMA Renewal documents arrived advising that our house would in future be insured for Building at approx. $890K - interesting as the house and land would sell for approx. $850K. They also have moved our contents up to over $310K value - price of new annual fee approx. $2,400 p.a (with a 20% Loyalty Discount for Loyalty Years of over 50 years). NRMA advised that they would possibly be able to lower the building cover to approx. $785K. We have previously lowered the contents value but NRMA seem to resort to higher numbers each year without consultation. Having spent the past few days checking around, reviewing quotes from other insurance companies, we will now be going with a well known insurer at the cost of $1,250 p.a. for Building value of $650K and contents at $150K - much more realistic and with the same inclusions as NRMA. So much for loyalty!!! Plus the Review websites for NRMA House and Contents Insurance are not impressive - these people cannot all be wrong. Our suggestion: before you renew with NRMA Insurance, check with other insurance companies and review their quotes - you may be surprised at what they can offer. For us the additional cost of $1,300 p.a. cannot be justified - nice try NRMA INSURANCE!!!
Horrible customer service
Made a claim end of July for a leak in our bathroom. Turns out we have no waterproofing (older house, bought last year) and insurance refuses to accept claim. Called shortly after claim was submitted and told the builders report wasn't submitted yet. Two months later and I had to call again and be on hold for 20 minutes just to be told they won't fix our bathroom. Fair enough regarding leak. Very frustrating but I'm more unhappy about the pathetic customer service.
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.
Online chat and online claim lodged, service excellent
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....
Webchat and online claims great first time experience
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!!
Household Insurance Overpriced
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.
Devastating, frustrating and dispointing
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.
Tough times during and after the work
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 ?
Devastatingly disappointing-so upset.
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.
Claim process is hassle free
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.
Go anywhere but the NRMA. They're "insurance" is a complete fabrication
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 hundr...eds 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.
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Questions & Answers
Can you get a combined House buildings and contents policy
Care TeamNRMA Insurance
Hi Kat - you sure can if you are setting up a new policy with us. If you already hold a policy for just home or just contents we can't unfortunately add the opposite cover to the same policy number. It's only offered as a combined pack for new policies or if you cancel a contents only or building only and start another joint policy. ~Natalie
Hi we are insured by NRMA, and our pool pump is very not work properly, I'm pretty sure we pay extra which should cover this, can you please check, thanks Russell Lahiff
Care TeamNRMA Insurance
Hi Russell, thanks for your question. Please call our home claims lodgement team on 131 123 and they can check your policy and let you know if you are covered for this event. They are open 24/7 to help. ~Kaz
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