Very disappointed in the service received
Spoke to someone at 10:12 on Tuesday the 7th of July, I had phoned as I hadn’t heard from NRMA and the assesses and plumber had put there report in on the previous Wednesday the 1st of July. I hadn’t heard anything from nrma, except for an email when I first started my claim saying I could track my claim on My NRMA dashboard, Alas nothing about my claim could be viewed on it.
I hadn’t heard a decision or any progress on our claim so on Tuesday I decided to contact NRMA myself to find out if any progress had been made. our claim was in rel...
Poor communications, unreliable and absolute waste of money
We have used NRMA for our car for decades. We thought we used NRMA for home insurance over 5.5 years ago. They are good at taking our money but when it comes to home damaged claims, it's an absolute joke. They don't case manage the claims, so we have to keep calling the customer service every time we want something to happen. Our roof got damaged by a tree on 26 February 2020 and voila over 4 months later it's still not fixed. From cleaning the debris, assessing the damage, get the roof plumber to cover our roof with tarpaulins, it has been ver...y stressing and time consuming, especially when you don't know when it's gonna get fixed so that we can move on with our lives. Did we mention that our roof have some asbestos problem? Also there's a gap on our ceiling so no doubt a bit of asbestos coming inside the house. The asbestos guy came and put a small tarp on our roof and used sticky tapes to stick it on the roof. They then took photos to send to Tandem or NRMA to show that the roof was covered and safe. Well done, buddies!!!!!! We had to call them several times to get a proper roof plumber to come to make sure that the tarp won't get blown over as it wasn't properly secured. Then, the roof plumber guy came to secure the roof with another tarp and some sand bags. And then guessed what?? nothing happened for a very long time. Again.....They won't come or do anything unless we call both NRMA and the builder they use (i.e. Tandem Builder). They send an asbestos report and application form with incorrect property details. Nobody reviews the works, manage the claims or do anything from both NRMA or Tandem. They don't bother giving us any updates. NADA!!!!!!!!!! what can we do to get NRMA or Tandem to fix our roof????? Let's go to the court maybe????
Good customer service
I have had my Home and Contents Insurance policy with NRMA at this particular house for 2 years now and am very happy. Policy was easy to set up, staff were very helpful. Web chat is so good to have esp in these Covid days when its not easy to get hold of some companies on the phone and they don't even have web chat so grateful for the good service and I hope I never have to make a claim. I chose NRMA as have always had my road side assist and previous contents insurance with them. It's a name I can relate to, feel safe with and know they have been around for a long time. Thanks NRMA.
Multiple policies and disgusting service
Assessed and sent off to Tandem to do the repairs. Made to take a day off work do not show up, no phone call! I got on the phone to both Tamdem and NRMA from 8:48am up until 4pm and get an email from Tandem to say they will not be attending work at 20:09hrs ... NRMA attendant obviously working from home - I could hardy hear them as woman and children screaming and giggling!
A motorist's wheel came off his car and ploughed through my front fence causing $480 worth of damage. I supplied the name and address of the driver and therefore, I did not have to pay the $1000 excess. That was 4 months ago and I am still waiting for my fence to be repaired. I have spent hours ringing, emailing and chasing the NRMA to repair my fence. I have 6 policies with this company for 4 years and never made a claim. Definitely looking for a new insurer. Do not go near this company.
We have had house and contents Insurance with NRMA since 2007
and vehicle insurance and roadside assistance going back over many years. Recently we attempted to renegotiate the policy as we felt we were over insured for house contents. My wife went into our local office
( Bowral) to discuss this, and in the process discovered our premium was about to DOUBLE, we had no prior notification of this, when asked to explain, the Manager said it was "just what the industry was doing"
when asked for any policy statement or verification of this she...
I have initiated a claim against the NRMA on the basis of two reasons;
1. Lack of communication and progress of claim
2. Dispute over the validity of an engineers report that as submitted to the NRMA.
After initially calling the NRMA on the 8th of Feb 2020 to initiate a claim against my policy in relation to damage caused by a storm even, an assessor from ENDATA was sent to my property. The assessor informed me that due to not having enough evidence to definitively see what the cause or severity of the damage caused was, that a plumber would...be actioned to assess the pipes / water lines at my property. The plumber subsequently attended my property to undertake an assessment, of which he was 'unable' to fully complete due to an issues with a Sydney Water 'water main', that prevented him from completing a 'pressure test'. As a result, he made a 'judgement call' off the back of looking at the water meter to judge the potential leak due to a damaged water pipe. This occurrence in itself concerned me, as there was no way to completely ascertain without the pressure test if a leak did actually exist.
I wish there was a minus score...
NRMA home insurance should be avoided like the plague. I have been a policyholder with them for 20 years, but no more, their service is non-existent. For the last 11 years I've been paying them $200 a month for home and contents insurance it turns out is useless I lodged a claim for damage when a tree came down on my boundary, damaging my shed, the fence, and next door's pergola. That was three months ago - February. In that time no-one from NRMA contacted me after I lodged the claim online. It was impossible to get through to them on the phon...e (calls rang out after I'd been kept listening to music for 40 minutes plus on many occasions). The Chat service counts down from 40 people waiting. I waited until it was my turn - it took hours - and then it cut off. I sent emails - they were unanswered. Eventually, three months later I managed to get through - to India, or at least to an Indian man who did not know what a pergola was. He offered me three different amounts of money for the fence (replacement cost $2000), the highest being $500. My excess is $500. Absolutely disgusting. No service, no insurance cover, and I had to do all the chasing myself. How NRMA stays in business I have no idea. A scam, you say? Well, make your own minds up folks, but seriously, get insurance elsewhere.
If I could give 0 stars I would
After 11 years as a policy holder I lodged a storm claim for my verandah only to be told it is not a verandah? When asked I was told the assessor deemed it a wall and not covered but no one at NRMA reviews this and as such I would have to spend more time and effort to dispute that my verandah is a verandah? I am confused as to what I have bbqs, coffees on, it has a roof and floor, does this mean my house isn't really a house? I asked if I could speak to a supervisor whilst on the phone and was told no I would have to formally dispute this! Assessors who put words in your mouth and treat you like you have not idea! I cannot believe that this even has to be a dispute.
NRMA NO LONGER TRUSTWORTHY?
Made a claim after the severe storm in Feb 2020. More than 45 minutes waiting time on calls and no clarity about the claim. Molds started to appear on the affected areas in the house before assessor turned up, even the assessor does not seem to be interested in what owners are saying, unless he was just racist. A month after assessment NO updates from NRMA, the NRMA App does not give much information. The molds are getting worst so we rang NRMA in early May. To our surprise the operator said the decision is already made to reject our claim....Thank you very much for letting us know! So if you don't ring you won't know anything. Very poor communication. Even with Covid 19 we're pretty sure they can send an email. Over 20 years of loyalty along with our car insurances and this is the service you get. They cannot say it's lack of maintenance because we were pro active in maintaining our property-we had the roof restored in 2018. Now they are implying that it's the restoration guy's fault? It's not the storm that blew all the water into every side and crevice of everyone's house. We didn't know anything about valleys, flashings-we cant go up the roof, we are not building inspectors. If we knew we would have had them fixed because we live in the house and it's our only asset. They're good in attaching the process for refuting a decision and giving us a deadline. Let's hope and pray. So if we get a heart attack can we say due to stress from chasing a claim that's supposed to be for peace of mind?
NRMA Don't Care
NRMA INSURANCE don't care - are incapable - or both
A claim lodged in 31st October 2019 (Claim No [Number Removed]), yes 7 MONTHS AGO, for water damage from a leaking bathroom vanity is still not fixed. In January 2020 they said that the shower also needed repair, paid another $1000 excess (Claim No [Number Removed]) found out yesterday (5 months after claim), they HAVE NOT even STARTED work on the shower If you value your sanity in such difficult times DO NOT get insurance from NRMA
Further to the above Have now got to see the r...
My parents house was hit by a storm January/February 2020 and lifted a part of our tiled roof. My Mum rang NRMA to put in a claim and they sent a builder to tarp it up, in the process they cut off our TV antenna and screwed the tarp to the gutter so it now has holes in it and leaks every time it rains now. An assessor was sent out to have a look. Another storm hit and it lifted the tarp again and water went through the ceiling of the house. NRMA was contacted again and they waited over 2 weeks for the assessor to come again and in that time th...ey had more rain and more damage to the house. Their roof was finally fixed on 6th May 2020 but nothing has still not been done with the mouldy carpet and ceilings, rusting fireplace and walls starting to crack. God only knows what is happening behind the walls where the water went. It is now becoming a health and safety issue not just an insurance claim. Their next port of call will be the ombudsman as they have left us no option.
Terrible Service looks like Maintenance an excuse not to fix Storm damaged roof
I have had a number of policies with NRMA for 11 yrs now (Not as long as some I must say) I really feel let down as I have been quite an advocate for using NRMA because of their online tools.
I lodged a claim for storm damage in February. An assessor turned up on 01st April. I never heard back since yesterday I decided to give them a call, after waiting for 30mins on the phone I get someone who said she would send me the assessment. If it was complete why wait 5 weeks for me to call? She said the best she can do is offer a cash payout for me to...
I also have been waiting since my claim lodged mid February after the storms. Initial work was done and then nothing for weeks and left with a large, gaping hole in my ceiling. The contractor, Tandem, does not respond to emails, NRMA claims line (Phillipines) guarantee a call back in 2 hours, but 2 days later still waiting, now I am being told I will have a letter sent to me so I can reply formally that I am not satisfied. I think not having had the work completed yet would indicate a lack of satisfaction.
Terrible customer service
I have now been waiting since mid February to sort out a contents claim with NRMA. Carpet was damaged in a storm at the beginning of February. I have had the claim assessed but seem unable to progress the claim any further. I have had no paper work from NRMA, the contracter working for them here is useless. I have tried to ring re the claim a number of times and I speak to a different Phillipino every time. We go through the same steps every time and I'm told I'll be rung back, sent emails and it never happens!
My living area is still in dis...
So let down after supporting NRMA since the 1970s
Submitted a genuine legitimate home insurance claim in February after the unprecedented ferocious rainstorm/hailstorm. I've since expressed my concerns to countless NRMA representatives via numerous emails and phone calls about Construct Services' Builder Report that considered it a maintenance issue and only partial approval was recommended.
I subsequently provided evidence of receipt and photos to prove that I had taken reasonable steps to keep my roof well maintained and in good condition with repairs and maintenance work only done in 2018 ...by a licensed roofer including the same area of flashings identified in this claim. The damage wouldn't have occurred but for the unprecedented severe hailstorm/rainstorm that had caught us all by surprise. It's draconian and inflexible to argue that the maintenance work was done in 2018 and not more recently. This is the exact reason why we took pride to insuring with a reputable insurer like NRMA and paid so much premiums over the years to ensure that we're fully covered for unforseen events such as this. Since my claim was submitted in February 2020, I've been passed between NRMA call centre representatives and Construct Services and no one could tell me who the one specific responsible NRMA assessor is for handling my case! I still haven't received a formal response to my request to review my case with the additional information and photos provided and be given the reasons for NRMA's decision. The Construct Services inspection report is only making recommendation not the final decision.
- Verified customer
Another disappointed customer
I have been a loyal NRMA customer for over two decades. I have referred NRMA to my clients many times over the years, because on paper at least, NRMA seems to offer more than other insurance companies. Yet that will not be happening again.
We have had Home Plus insurance since buying our current home, and paying top dollar for it. Yet, today marks the beginning of week 10 without a functioning fridge. It seems that the Home Plus requirements that a fridge that be under 15 years old, and be reported to have suffered motor fusion doesn't mean an...
It's very easy to set up a policy & direct debit payment. It's also easy to lodge a claim, but if you want to make a valid claim and get a payout within a reasonable time frame that’s another story. If you need someone to talk to it takes endless hours on hold. The NRMA is one of the biggest insurance companies but they are clearly totally under-resourced to cope with major bush fires and flood events.
The phone lines leave you on hold saying long call waiting times, but they give no indication of length of time or whether you have move...d up the queue ...& no offer to lodge a request for a call back. I have sent numerous emails and evidence of serious water damage but after 9 weeks I still have not finalised my Building claim or received a payout. The auto reply on emails says they will call back within 5 days. They don't. I've spoken to 4 very polite NRMA staff, all of whom say they will expedite my claim and call me back...They seem professional but they either don't have the authority to give an answer, or they send it up the line where it waits in someone's inbox. There is no way to call back that staff member to follow up. Two of them said they would call back.. but didn't. The only option is to call again, wait for hours, talk to another NRMA rep who has to start again from scratch. NRMA staff are all very polite & apologetic but don't resolve the issue. The NRMA outsources building assessments to a company called Bay Building Services. Look them up on this website...terrible reviews from staff working at Bay Building. The building report was sub standard & denied any water damage present, even though my photographs and invoices clearly said otherwise. Another inspection 10 days later for Contents confirmed items were unsalvageable due to water damage for the same storm event. If you are not incredibly persistent & don't have hours to hold on the phone you won't get a result.
Terrible service and phones being answered when making a claim
I lodged a claim for storm damage one month ago and we are still debating was is to be included in the repairs. Their assessor spent 20 mins in his inspection and missed 12 items which I have documented and referred back.
It has taken me 3 days of waiting on the phone for up to two hours at a time to finally get an answer yesterday. Very poor service and we fell sorry for the poor people answering the calls as they are unable to resolve anything.
Nonetheless, we are still debating whether the additional items would be included and we are still waiting.
This is a concern to us as the flood included storm and sewerage water damage to the house and have no idea when they are scheduling the repair work.
Never again NRMA!
- Verified customer
Very Disappointing NRMA
My late husband and myself have been members of NRMA for the last 57 years', and I am appalled with how I have been treated in relation to a home insurance claim. My claim was initially approved, and I paid my excess three months ago, only to ring your customer service team today to see how much longer I would need to wait for repairs to proceed. To my surprise, I was informed that a customer service representative had made a mistake, and NRMA will not honour my claim. I am very disappointed and perplexed, as I have not had any contact with a c...ustomer service representative in the last three months, and after paying my excess, some work initially commenced on my property. NRMA, I should think that a nearly 80 year old should not be responsible for the incompetence of your customer service representatives, and perhaps you need to look at your training. Further to this, a customer service representative was supposed to contact me this afternoon to arrange a refund of the excess I have paid, and I am still waiting. This is very upsetting NRMA, and it demonstrates that I am just a number at the end of the day.
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
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