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NRMA Home Insurance

NRMA Home Insurance

1.8 from 244 reviews

Reviews

1.8

244 reviews
5
(31)
4
(12)
3
(4)
2
(17)
1
(180)
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Brooke

BrookeNew South Wales

Very disappointed in the service received

published
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimEscape of Liquid
Claim ApprovedNo
Claim DateJune 2020
1 comment
NRMA Insurance
Care TeamNRMA Insurance
1 Minna

1 MinnaSydney, NSW

Poor communications, unreliable and absolute waste of money

published
Transparency
Customer Service
Value for Money
Coverage TypeHome Only
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim Resolution Time3+ months
Claim ApprovedYes
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Arna Gillott

Arna GillottMid North Coast, NSW

  • 5 reviews

Good customer service

published

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.

Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeNo
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
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Pathetic

published

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!

Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim Resolution Time3+ months
Claim ApprovedYes
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Siobhan

SiobhanSydney, NSW

Disgusting

published

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.

Transparency
Customer Service
Value for Money
Coverage TypeHome Only
Property TypeHouse
Claim MadeYes
Type of ClaimImpact at Home
Claim Resolution Time3+ months
Claim ApprovedYes
Claim DateFebruary 2020
See all answers
6 comments
NRMA Insurance
Care TeamNRMA Insurance
Siobhan
Siobhan
NRMA Insurance
Care TeamNRMA Insurance
Geoff

Geoff

  • 2 reviews

Terrible service

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeNo
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance

Pathetic

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedNo
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Boz

BozSydney

  • 2 reviews

I wish there was a minus score...

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedYes
Claim DateFebruary 2020
See all answers
3 comments
NRMA Insurance
Care TeamNRMA Insurance
Boz
Boz
NRMA Insurance
Care TeamNRMA Insurance

We will certainly be sure to take your feedback onboard Boz, and we are very sorry that we have let you down, especially after being with us for 20 years.

Lauren

LaurenHunter Region, NSW

  • 2 reviews

If I could give 0 stars I would

published

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.

Transparency
Customer Service
Value for Money
Coverage TypeHome Only
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim Resolution Time1-2 months
Claim ApprovedNo
Claim DateApril 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
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Susie K.

Susie K.Sydney, NSW

NRMA NO LONGER TRUSTWORTHY?

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim Resolution Time3+ months
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance

NRMA Don't Care

published
Transparency
Customer Service
Value for Money
Coverage TypeHome Only
Property TypeHouse
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedYes
Claim DateOctober 2019
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Lisa

LisaNorthern Region, NSW

What joke!!!

published
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
1 comment
NRMA Insurance
Care TeamNRMA Insurance
John

JohnSydney, NSW

  • 3 reviews

Terrible Service looks like Maintenance an excuse not to fix Storm damaged roof

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim DateFebruary 2020
See all answers
3 comments
NRMA Insurance
Care TeamNRMA Insurance
John
John

Still nothing!

NRMA Insurance
Care TeamNRMA Insurance

We would like to help you with a call back from claims. If you could please send us a private message at https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review. ~ Matty

Major failure

published

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.

Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim ApprovedYes
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Carolyn

Carolyn

  • 10 reviews

Terrible customer service

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim ApprovedYes
Claim DateMarch 2020
See all answers
2 comments
NRMA Insurance
Care TeamNRMA Insurance
Carolyn
Carolyn

Thank you Natalie. I received a call from a representative on Monday telling me much the same as I heard before. If no further progress by next Monday I will be in touch

Home and Contents Insurance

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SOS

SOSAustralian Capital Territory

So let down after supporting NRMA since the 1970s

published
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Dannielle

DannielleSydney Surrounds, NSW

  • 6 reviews
  • 1 like
  • Verified customer

Another disappointed customer

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
See all answers
2 comments
NRMA Insurance
Care TeamNRMA Insurance
Dannielle
Dannielle

Thank you for responding Natalie. I have contacted NRMA via the Facebook page as suggested. We'll see what happens.
Dannielle

Discerning

DiscerningSydney Surrounds, NSW

  • 3 reviews

Incredibly disappointing

published
Customer Service
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance

Terrible service and phones being answered when making a claim

published

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!

Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimStorm and Rainwater
Claim DateFebruary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance

Hi there, thanks for your review. We are sorry to hear you are unhappy with the service you have received. We can provide a link to our complaints process should you wish to escalate your concerns. https://www.nrma.com.au/complaints-resolutions ~Kaz

Yvonne

YvonneMurray Region, NSW

  • Verified customer

Very Disappointing NRMA

published
Transparency
Customer Service
Value for Money
Coverage TypeHome & Contents
Property TypeHouse
Claim MadeYes
Type of ClaimVandalism/Malicious Damage
Claim ApprovedNo
Claim DateJanuary 2020
See all answers
1 comment
NRMA Insurance
Care TeamNRMA Insurance
Page 1 of 13

Questions & Answers

Lyn Carter

Lyn Carterasked

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.

4 answers
NRMA Insurance
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

Lyn Carter
Lyn Carter

[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.

NRMA Insurance
Care TeamNRMA Insurance

Thanks Lyn,

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

David R

David Rasked

What is Home Plus

1 answer
NRMA Insurance
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.
_Kaz

My Ngoc Thi Nguyen

My Ngoc Thi Nguyenasked

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.

2 answers
BOb
BOb

Hi Ngoc Thai,
Probably best to see if you can speak to an NRMA representative? Fingers crossed it goes smooth.

NRMA Insurance
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

Get an answer from our members and NRMA Insurance representatives

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