NRMA Home Insurance

Attempted to change the mortgage finance company on my home insurance policy as part of a mortgage refinance. NRMA flat out absolutely refused to change the policy to list a different bank. Even once I explained that I would have to cancel my home insurance policy and 2 other policies I hold with NRMA if they couldn't change this detail, they till… Read more

refused. Very strange behaviour. My mortgage broker and my new bank both agree they've never encountered an insurance company unwilling to accommodate a change in mortgagee policy before.

After a flood from a burst water pipe, the house was covered with contaminated sewerage and waste. After numerous telephone calls on wait to NRMA. They advised me to get a quote from a builder. Obviously this was ridiculous advice as the house had to be made safe to stop more damage from contamination and mould. No answer to their claims… Read more

department or emergency numbers. I then engaged flood emergency people who worked all over Easter to get the contaminated gyprock and floor coverings out. Finally almost 2 weeks later nrma finally sent out an assessor. The claims manager, Donna was extremely unhelpful and only offered advice on what they are NOT GOING TO PAY. She sacked my guys who were amazing and then did nothing to remedy the contaminated home. Today I have made calls to NRMA assessor, NRMA builder, NRMA claims all without any response to again say they are not going to pay for the contaminated floor coverings and furniture to be removed because we didn't have contents insurance but we were paying for home building plus and it is their responsibility to make the site safe. Now the council is demanding that the biohazards be removed. I am on a single income and my husband died and now I have to deal with this very UNHELPFUL company. NRMA advertises the HELP company. FALSE ADVERTISING. They need to advertise UNHELPFUL company. Going by the many other 1 star reviews, do not insure with this company. They are slow, rude and decidedly UNHELPFUL. They have no compassion for someone who is completely overwhelmed by the situation. No one ever rings you back. Its now 2 weeks later and sewerage and mould is destroying what is left of the home. We are been with NRMA for 11 years and never made a claim.

Six years ago, there was an issue with a power pole near where I live, and it affected quite a few houses in the vicinity, including mine. It damaged my VCR, freezer, sound system, and possibly my home computer. (The VCR was the type that has a hard… Read more

drive and I had recorded programs on it which I had not yet watched and could not record again from other sources.) I "did the right thing" (so I thought) and put in a claim with NRMA Home Insurance. I was asked a lot of questions, and told that I would be contacted by Revive Disaster Recovery which is associated with NRMA Home Insurance. Two people from that company came to my house, pretended to look at the freezer, and looked at the VCR and my computer. They gave me a paper to sign, and took away my home computer and the VCR. As they were driving off, I had a sinking feeling that this wasn't right. I waited to hear from them, and in the end I had to contact them to see what was happening with my property. They said they would be returning my property to me, and a few days later I got my computer back, but not the VCR. I asked them why not, and the people who brought back my computer had no knowledge of this device. I contacted both Revive Disaster Recovery and NRMA Home Insurance a number of times by phone, and was told I would not be getting the VCR back. They said it wasn't working and they had dumped it. They also said that, as none of my property had caught fire, they would not be paying my claim. I kept contacting them, wanting my property back, because legally it was still my property and they had no right to throw it away, even though it was not working. One woman from NRMA Home Insurance even told me over the phone that it was not worth her job to send back my property. So, basically they stole my property and would not pay my claim. I am still very angry about this, and soon after that I cancelled all my insurance policies with NRMA. I don't trust them one little bit. And of course, this happened during the time of COVID so there were restrictions on travel at that time, Revive Disaster Recovery had taken my property to their Unanderra premises and I was not allowed to drive that far to take back my property.

I also made official complaint to AFCA who were very good, very sympathetic and they contacted NRMA Home Insurance on my behalf for more details on why they did what they did.

My advice to anybody reading this: Don't trust NRMA Insurance, they will rip you off, steal your property and not pay your claim.

From 1st contact, this company and workmen were AMAZING. Followup was excellent as well. They used INSURE BUILD to do the work and they certainly deserve a round of applause for the work they did. We would HIGHLY recommend!!! The claim was actioned and completed EXTREMELY fast. We hv been with insurance company for many years. (When it was SGIO 15 Years) We will definately highly recomend them both. Show details ·  1

Today I set up a home landlord contents insurance policy. The NRMA consultant Mara was wonderful, amazing, it was involving property insurance as well but Mara was very patient and professional. Very pleasant I was able to set up and pay for the policy very easily and in time efficiently.. highly recommend NRMA Insurance after this experience, prices were what i expected. Show details ·  1

NRMA has lost a member of 51 years. After multiple insurance policies they decided to reject our insurance claim after a massive hail storm. We had water leaking through our ceiling resulting in a damaged ceiling, light fittings, shade cloth over verandah and multiple damaged roof tiles. It took us 11 months to get any resolution on this. We had… Read more

rejections, excuses and blame shifting to us. While we understand maintenance rules, the roof was not leaking prior to the storm and had been attended to by NRMA in a previous claim. They hit us with every excuse, including “foot traffic” as a cause of damage. They also blamed us for poor maintenance for damaged tiles but we proved they were identified in a previous storm claim and supposed to be fixed at the time by NRMA. They also ignored a report provided by an experienced roofing contractor and insulted him through the process. Our roof continued to leak, so 9 months in NRMA finally sent a builder to silicon the holes (even then the roof continued to leak) but they never sent an electrician to check the damaged light fittings and make it safe. NRMA showed no duty of care to us and failed to make our property safe after the storm. After we proved them wrong with previous NRMA insurance claim paperwork, photo and video evidence, they agreed to pay out $18,000 towards the claim as they acknowledged the damage was caused by the storm. Unfortunately we had to spend another $47,000 out of our pocket to repair the damage. They decided to pay us directly as their engineer said “our house could move up to 1mm per year” and therefore they could not life-time warranty the work. 1mm per year is well within any NSW building codes and no movement was identified in the engineer’s report. The engineer also identified moisture in our roof space and damage to the gyprock ceiling in multiple rooms. That was because his inspection was 9 months after the initial storm and our roof was leaking all that time. These were just more excuses by NRMA to weasel out of their obligations. I asked NRMA are they happy to lose a customer of 51 years – and their response was silence. Do not trust them with your hard earned money.

NRMA has not been able to fix up the damage to my house after 13 months. The claim has been accepted and repairs agreed, but NRMA has not been able to start work for all this time. At the moment the claim is going backwards and I have my doubts in NRMA's ability to ever get the work done. I have had to make over 100 calls to NRMA and it has… Read more

taken up significant amounts of my time. Just getting in contact with the responsible person is difficult. You are supposedly given a direct number, but the call nearly always goes through to someone else. Then you have to listen to a minute or two of recordings about NRMA, do an ID check, then wait for them to look for the right person, and after all that they normally say bad luck not available anyway. They have trouble with their phones and sometimes you cannot get through to anyone for a day or two.

The builders assigned to the work have not been any better. You might hope builders are smart enough to see at least a few of the problems in advance, but it has not worked out that way for me. NRMA says they will get their Relationship Manager to sort out the builders, but it has not made any notiecable difference.

If you have trouble with a NRMA claim I suggest you get your escalate through their complaint process early and progress to an AFCA complaint (still slow, but at least some help). It is probably also better to ask for a settlement, but that relies on NRMA preparing a proper scope of works and they have not been able to do that for my claim after all this time, even when I have pointed out the damage they missed.

The best way to sum up NRMA is - the exact opposite of HELP. You are on your own and will have to call the builders and claim managers to get them moving on your repairs. In the end you will probably have to settle on the claim and engage a builder to do the repairs on your own anyway.

I want to thank Andrew for his assistance and explanations, his patience and clarity in updating our home insurance policy. Some items I was not completely sure about and he took the time to explain things to me and gave me options and time to think and to check my understanding. We are so very grateful. I found the same kind of human concern and clarity when I first did the online application. Show details ·  1

Despicable and pathetic service. The failure to respond to claims query either by email or by the designated claims manager/officer Augustine P despite calls and email. Not the experience that I ever had with my trusted and reliable NRMA -which is seriously lacking and I assume taking elderly customers/members for granted.Have to go through… Read more

several officers who promise to take note and pass on the message... just a empty promise...Can someone in the organisation consider my plight with empathy and contact me to redress the issue.I have multi policies and have been with NRMA for over 40 years and I do not need to be treated as such.NRMA slogan of Care is just a cliche now,I assume.

They took a long time to even acknowledge the claim then longer to assess the claim only to then deny the claim. Along the way if they rang me they hung up when I answered and then messaged me to call them. When I called back before a person answered I had to listen to several minutes of advertising or other messages. They call themselves a "help company" but they are anything but. Often the case " trust me" usually means you can't. Show details

ref: NRP256779648 Had a storm back about a month or so ago. My pool electric roller was blown into the pool and it no longer works. Took them a month before they came out to do a report and a week later. Last time a insurance claim it took over 6 months to do. Its pathetic. I am up for renewal in December and if they want my business get on and… Read more

do your job.

The worst thing that ever happened was when SGIO was bought by NRMA. Its been down hill ever since. SGIO was local here in WA and they got things done fast in a week or so but this mob don't care. They hang you out to the point you go bugger it I'll get it fixed myself which is what they ope you will do so they don't pay.

Stay clear of NRMA insurance.

I can't understand why Choice give them the best rating. Worst insurance company I've ever dealt with.

Very poor – Did an on line claim for my insurance and instead of getting a reply I get a survey to fill in. Not very happy about that. Try to phone them and they are always experiencing higher than usual volume calls and convinced its done on purpose so you can't get through to them yet when I wanted to join get through straight away and sign up in minutes.… Read more

When I was at Aussie seniors could always get through in minutes on the phone but as they jacked the prices up by $1000 I bailed on them. NRMA on review sites last year were saying they were number 1 to go with. I should have done a search for reviews on customer service instead which only gives them 1.7 stars out of 5.

My warranty claim is for a fusion which I paid extra for and a bore motor has failed and now my lawn is dying and they don't seem to care about me at all.

Thin I rather pay the higher price and go back to Aussie Seniors as its very easy to get into contact with them for claims unlike NRMA they are pathetic.

The worst experience of my life making a claim. They left my kids and animals living mould infested property & did nothing for months. They knew we were sick & still took ages to give us temporary accomodation but they are giving us weekly and making us great about where to go every single week & there mould repairs left mould so it’s just on going I couldn’t give them negative starts but if I could I would!!! Show details

went on their website to get a quote for house and contents. For the house of $420000 and contents of $58000 with $28000 of this is commercial storage as I haven't had a chance to move it but the website wouldn't allow me to only put in $30000 contents in the house. The quote I got was over $11000 per year, nearly $1000 per month. Who the .... can afford to pay that kind of insurance premiums Show details

Made a claim for a lost ring. 3 weeks then nothing, then 'oh we need proof of purchase' despite sending the valuation, another week went by, 'oh we need a police report', now with a random company IVVA- who are sending constant emails asking for things that I have already provided - Stage 1-despcritions, Stage 2-quotes, Stage 3- insurer review,… Read more

stage 4 - select suppliers! For goodness sake, have the valuation, proof of purchase and the jeweller who made it is ready to remake. We are now 5 weeks in and only at stage 2! All I want is a simple process with the jeweler I trust. The process had been ridiculously drawn out and very frustrating!

We have been a loyal customer for 40 years with this company and we plan to move all our insurances with them to another company Terrible company to deal with and I do not recommend them at all The way they treated us was pathetic Be warned stay away from them There are better and cheaper companies that offer more They have became a complete… Read more

joke

Stay away from this pathetic company They treat you like a number and there is zero loyalty

Go elsewhere They are also overpriced and other companies are so much less expensive

12 months of dealing with the claims department. We are a family of 5 who have been living without a functional kitchen for 12 months. The lack of communication and honesty on their part and that of their assessors has been shocking. The assessors they use, clearly have an insurer bias and go to ridiculous lengths to ensure the outcomes align… Read more

with their employers desired outcomes.

The reports we have received have been inaccurate, containing mis-statements, including un-substantiated broad assumptions and are clearly displaying a bias. When we disputed the information and provided evidence contrary to what is in the report, NRMA just ignored it. Only after pushing and lodging complaint after complaint, they organized another series of biased assessments, however they only provided the refuted original assessments as source material to the new assessors. Without any of the supplied documentation and evidence countering the original assessments.

Only when pushed further did they supply the information to the assessors to get the assessment revisited, but the assessor, by this stage was already invested in their initial response, and the result included another ridiculous twisting of reality to support their agenda.

NRMA's response is always "you can source your own report". At our expense. Which we did once, earlier in the process. It then only initiated more NRMA biased assessments.

We have been with NRMA for 11 years, all of our cars and our house. We have never made a claim. As of today this claim is still unresolved. Apparently the next step is more tests as they refuse to accept the initial cause of the damage, regardless of all the evidence (because they have their assessors living in their pockets). Last night my wife and I have decided we can no longer put up with this and have withdrawn the claim and have cancelled the policy, as it is quite evident NRMA and team will go to extreme lengths to ensure we do not arrive at a fair and reasonable outcome.

Our health and well being is worth more to us than this. Had we had known we would be here after 12 months we would never have made the claim to begin with.

If your claim for damage is denied, should it not follow that the fire services levy and the good & services tax paid on the product be refunded to the insured. Why is the policyholder required to pay these charges when no service ( GST ) or assistance ( FSL ) was provided ? Show details

Disfunctional, broken, chaotic mess = and that is just PURCHASING a policy !! I remember a time when you walked into your local office of the NRMA, and with the help of a friendly staff member, you walked out 15 minutes or less later with the security of an insurance policy you could trust. - ALL WITHOUT THE AID OF COMPUTERS ! Forget it - The… Read more

staff are still there - friendly and capable as always, but the local branch is gone, simplicity and trust likewise. If you ever feel cranky at telemarketers - give NRMA's poor staff a call for a new policy and you will gain new respect and empathy for what they have to deal with - not from irate customers, but from their own management's incompetence. Thank you to the 2x different ladies helping us who were saints. NRMA have "improved" their phone service system to the point where NRMA's software constantly crashes on their own operators/service staff, causing our first application for a policy to take 45 mins (excluding wait times) while the staff battled with the failure prone system again and again. When we went to pay for the policy - we asked to amend one detail (additional policy holder) - this launched us into a whole new application for policy because they couldn't add a name to the original quote. One hour ten minutes later we were done again and ready to pay (not counting the original 45 mins and another 10 min call to NRMA which sounded like a crowded child minding centre in the Phillipines where I just hung up) But the computer system wouldn't let us pay on the phone we were on, so the staff member had to call us back on another line for payment, while we continued the connection on the original phone so the process didn't reset back to the beginning again.

So a brain scrambling experience of 2 hours or more involving multiple staff, phones, and customer stress - to take out a policy that would have been cut and dried in 15 mins before the efficiency of computer aid.

The policy seems ok - competitive even. but judging by the disfunctional mess it took to pay NRMA money for a policy, I hope we never have to make a claim. To NRMA - you could cut staff costs by 87.5% (7/8ths) by having staff serve in local branches using only paper (no computers-stone age) based on 2hrs vs 1/4 hr service time for a new policy. You could also save 87.5% by sacking all the useless upper management staff and promoting from the ground up with staff who have practical experience in customer service.

I called the 13 number to lodge a claim for a cracked laptop screen, which cost $450 to repair. I was told my excess was $750. I checked my policy and the excess is $750, unless a portable item, in which case it is $250. A laptop computer is a portable item. I’ve learned it is impossible to negotiate anything with an offshore call centre, where… Read more

they do not deviate from a script, so I did not call back to try. I’ve been with NRMA for years and never claimed, but am going to look at alternatives, and hopefully can find a company with an Australian call centre

Nrma claims it '"cares for its members" but my experience has been the exact opposite. There was no proper communication, no warning, and no effort to work with me to offer alternatives. I've been paying my home building insurance via direct debit every month & from the very beginning, I've been upfront that the property is unoccupied. Despite my… Read more

transparency, I received a call telling me my policy is being cancelled because the house isn't lived in - something they've known all along. Now, they're threatening to decline my renewal. How is that fair? I feel completely let down especially after being honest & paying on time. Very disappointing & stressful. If your're look for a provider that actually supports you, LOOK ELSEWHERE.

I have been with NRMA for well over 20 years. I have full comprehensive insurance policies for our Home & Contents, 3 cars and 1 caravan + others...they make thousands of dollars a year from me. Yet for absolutely no reason they still put my premiums up on a yearly basis . I just compared one of your competitors premiums for H&C alone and even… Read more

with my so called multi policy discount ,NRMA came in $1000 per annum more expensive... I compared same with same, identical details and excess cost etc.... Over the next few weeks I WILL be moving ALL of my assets away from NRMA. Very very disappointing.

We have been with NRMA for 20 years maybe longer. Our house was hit by Cyclone Alfred, now NRMA are trying to pass the buck, even after a written formal complaint. They cannot even get their complaint handling process right! I've added it up we have spent approximately $75,000.00 on policies. They complete a claim and then expect you to accept… Read more

what they think that you should do. My advice - I would not go with this company - because they are not there when you need them the most. There claims process is out of whack, and then when you make a complaint, they cannot handle that correctly either. Very, disappointing - loyalty has no factor with this company.

Massive delays in communication and decision on rejecting claim which meant delays in repairs and loss of rent of 5 months!!! Cancelled all 4 of my landlord and home insurance policies immediately. Show details

Look out if you get hit by a storm or flood be prepared to wait for months with this Mob. They will do anything to avoid following up claims. Phone calls made messages sent a black hole. Terrible service and it’s all about the bottom line. Keep away ypu will pay the price not only in premiums but in any claims submitted Show details