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How low can you go?. NRMA did not send requested product information as it is not available due to Covid
A long story, but truly what happened. No one could make up this outrageous behaviour.
I have many policies with this ugly organisation and working to move them all elsewhere. In February I requested NRMA to send me copies of my policies' product disclosure statements. I actually spoke with a management group in Sydney, not the off shore folks. I noted too that I had not received my renewal for one policy. The lady was very clear how disgusted and angry I am. I particularly highlighted their latest sneaky addition on their home insurance poli...cy where they have a new line item in the fee details offering an extra 25% coverage (for many, many hundreds of dollars more). Great this is a lovely option and fall back, but hey, no, it is not an automatic extra 25% up front, and not a warm and fuzzy reassurance option, It is only if they deem that you under estimated the value in the first place. Sneaky at the least, misleading, maybe dishonest? So back to the request for policy and product information. Yes, she would send them. Amazingly, miraculously my renewal notice arrived immediately, so they could get their money. And just as unsurprisingly no documents. A couple of days after my phone call to NRMA I got an unexpected call from a man from the same phone number asking me about my satisfaction with NRMA. There had obviously been office discussion. Let's just say that he has no doubts now as to 'my satisfaction.' I noted to him that I was still waiting to receive the policy product disclosure documents for all my policies (6 or 7) that the female I had spoken to agreed to send me. He queried this and wanted to know who had agreed to this - her name. I was not at home when he called, so I was not able t access my notes of conversation with the female, to tell him. He made no more comment and the call ended.
Disgusting treatment by NRMA Home Insurance
I have been a loyal NRMA member for 53 years which makes me a Gold Member. I have had numerous policies with NRMA both car and house / contents. Back in February I lodged a claim for water damage to a verandah ceiling. Nobody came to assess the damage until I reminded them of it. A person duly arrived from a building company to do the assessment. He looked at the job, put some tek screws into the ceiling sheets cover strips, split and damaged them and left. Said he did that because the ceiling was dangerous. Ceiling looks worse now th...an it ever did. For weeks nothing occurred until I contacted NRMA again. I was told verbally that the job was rejected. I have asked now three times for the rejection to be provided by email or by letter so I can see what the reasons for the rejection are. Have NRMA done that, "NO". It is now mid May. Verbally I was told the roof didn't meet the current building codes etc, not enough pitch and that is why it leaked. How could it meet the code? It is 50 years old and has only just started to leak. NRMA has been taking my premiums for this house for 33 years including that verandah ceiling and roof. I have had enough of NRMA who appear to be too busy looking after koalas in trees, caravan parks up and down the NSW coast and a host of other interests instead of what they are there for, looking after the interests of it's members. Come on NRMA. Explain yourself.
Just another rip off
Had a water leak in my house on the last big wet. Had no trouble in the last 2 years. Had a pre purchase house inspection 2 years ago and was told the roof was fine. But NRMA says the storm damage to the roof was because of a pre existing tile problem. We have been paying NRMA house insurance for over 35 years without a claim. Yet this is how we are treated.
I've asked some of my customers about my problem and so far 100% of the people who are insured with thes individuals said that NRMA told them the same thing. I can't see how u can be liable for the damage but not the cause. But this has been their mo for years without being called out on it .
I have had complete confidence in this company until recently.
I have had complete confidence in this company until recently, when I made a claim, I have made claims previously with no problems. This time the assessor did not even want to look at rectification work done prior to me making the claim, it was consequently rejected.
I have paid this company insurance for car home contents for over 20 years with only 1 or 2 claims ever made. I put in a claim for an item breakage in the bathroom, it was lodged, they sent someone out who recommended it be replaced. I had to follow up NRMA almost 2 weeks after only to be told it doesn’t qualify it’s a maintenance issue. What the plumber recommended wasn’t what NRMA recommended. They have engineered the report to line their own pockets. I asked why the hell am I paying insurance and she stuttered and fumbled with some rubbish that made no sense and wanted to falsify the report. These people are liars and nothing more than thieves. Go elsewhere!! I will be.
Good customer service
Louie provided quick and outstanding service in getting my home insurance payment plan amended. He understood my agenda and worked through it by taking the time and care to find a timely result for my situation.
High premiums, incompetent staff and a generally poorly run business. We have been waiting 14 months for them to sort out our Jan 2020 hail storm claim. They never call us back, loose track of our information and are generally inept. Do yourself a favour and avoid them like the plague!
If I could give 0 stars I would
A word to the wise NRMA insurance really are the worst thieves I made a payment with zip pay they kept my money and canceled my policy avoid avoid avoid now to go through zip to fight for my money back
The NRMA run-around.
Recently NRMA insurance e-mailed me to say that they miscalculated my premiums and owed me a refund. The e-mail told me to go to their website and search for "Refunds" in order to give my bank account details. So I went to the website and after 20 minutes of trying, I could not find any search function or mention of "Refunds". I tried to use the website "Chat" function, only to find that it would not let me enter any text into it. Finally I called on the phone number in the e-mail. The operator demanded to know all my personal details, all my p...hone numbers, and even the rego of my car which had nothing to do with this call. I expected her to demand that I reveal my shoe size. She could not understand that I was getting really annoyed by NRMA at this point. It's obvious that they have no intention of fixing their broken website. All other institutions only ask for a few details to confirm identity but NRMA is like a police interrogation. Based on this experience, now I'm wondering why I persevere with NRMA. They were good once, but not any more.
Homeowner loses bid for full sum insured after fire.
Been with NRMA for over 25 years. One of the most reliable but the dearest (most expensive) of all insurers. Their premiums are high as they are based on inflated rebuild or replacement costs and they don’t tell you that you (the insured) are at liberty to bring these values down to reasonable current market rates.
Checked my current policy and noticed my 1960’s built 4 bed roomed house in Western Sydney was valued at $600,000 and contents $120,000. According to the fine print on your NRMA/IAG Home and Contents policy they are only required to...
Majority 1* review from EVERYBODY!!! WOW!!!!
I thought this company used to be good, after all they have been in Australia for so long.
I am with them for 5 years now, zero claims.
I called to ask to increase the home contents package because after living in the same place for 5 years, I have bought more items.
Agents on the phone had zero idea how to proceed. 1st one tried to get away with it by directing me online...well your webpage didn't work.
Called the next day, 2nd lady is even better. She has a foreign accent, knew nothing on what she is doing kept putting me on hold until she k...
What Happened To The Old NRMA???
After more than five decades dealing exclusively with the NRMA, we just experienced the singularly worst performance ever!
We have sold our home but won't be able to move into the new home until it's complete, in several months. Our current Home and Contents policy covered us for our contents in our home, in transit to the new home and at the new home. But they limit those three events to a maximum of 60 days.
We went to the NRMA, pointing out that we would be storing our contents for approximately 10 months before finally installing them at ...the new home, so required cover whilst in store as well. What followed could only be described as a Candid Camera skit. TWENTY (literally) communications between us by email and our request remains unresolved. Of the ten communications we received from people (once from their computer), at least six or seven different people responded to us, each seemingly oblivious to the many prior emails, all of which appeared below in the thread.
Hail Storm claim Jan 2020 and still waiting
value for money +1 -1 =0 NRMA member- too long and time to move on
'Ground hog day ' experience when you tell the same narrative of your damaged property to a different claims person each time you call.
Deducted excess of $1000 twice from me a week ago and didn't tell me. When I found out and forwarded them the receipt, it will still take a fortnight to refund me? $1000 worth of interest I have to pay my bank.
Three customer service officers have since left the job who were helping me with the claim
It is up to the team leader to approve ...
Waste of Time and Money
Value was not bad but my claim is pending Since 2020. I was with NRMA Since 2019 until and unless i had problems i was paying these guys but when i got with claim, They seem to be useless.
Very satisfactory chat
Policy is good value, no claim lodged now, was just enquiry about coverage, Be with NRMA since I started needing insurance. No further comments, just need to fill up 30 words ??????
Excellent service and customer care.
Excellent service and personal care. The reason I keep returning to NRMA. Thank you so much Edith from online web chat service for your professionalism and strong duty of care.
Love the web chat feature
I was able to ask questions and update my policy using the web chat function - a big positive in my opinion. I found the policy price reasonable and service has always been excellent
Hazel was easy to deal with and gave me all of the information I requested. Ten points for Hazel :-) Every question that I had Hazel answered it throughly and was able to assist in my enquiry. There should be more Hazel's in the world. Great product also.
Hoping Customer Loyalty Counts.
The Home and Contents Policy that I have is of good value.I have been with NRMA for over 30 years with multiple policies.
Had lodged an accidental damage claim and had been referred to a third party, Steamatic, for assessment of the damage.A representative from Steamatic attended to access at an arranged time.This was made possible after several calls to NRMA and Steamatic. Finally, Kate from Steamatic was able to resolve the issue in the most polite and caring manner.It seems there is communication lapse between the two -NRMA and Steamatic....
Worst claim handling process
Cant wait to leave NRMA. This is my second claim (both storm related) with them in over 5 years I have held policies with the insurer. I used to have everything with NRMA, I have already moved my car insurance and when the home insurance is up for renewal, will certainly be looking at moving that across to another provider as well.
I cannot get hold of anyone to give me an update on my claim. They said someone would call me in 24-48 hours, but nothing heard in a week. When I called again, same story it has been escalated again and someone will...
Questions & Answers
I have just received my NRMA Building Insurance renewal due on 20/5/2021
There is a premium increase of 14.98%
This seems a rather big increase on the previous year.
As I have not made a claim for some time I was wondering why such a large increase?
Does this increase apply to all holders of building insurance or just mine?
Hi Glen, thanks for reaching out today. Our underwriting team do review the rating factors that they use to determine the premium for your home each year. We are constantly collecting information and data to help make sure we are charging the correct premium based on the risk of insuring your home.
In addition to this, we also increase your sum insured for building and contents by around 5% each year to keep up with increasing labour and material costs in the unlikely event of a total loss claim. Your Certificate of Insurance renewal shows these new sum insured amounts. If you would like to change these values back to last year's values we can look at making those changes by calling us on 132 132. We hope this information helps, happy to answer any other questions you have. ~ Bec
Thanks for the reply Bec
Yes, I can understand a 5% increase each year to keep up with increasing labour and material costs is reasonable and I have noted a 5% increase in my sum insured. Therefore a 5% increase in premiums is reasonable also. However, a 15% increase to my premium this year, where there is no reasonable explanation, I think is excessive.
I will follow this up with my Insurer and then decide on an appropriate course of action!
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.
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.
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
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.
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