NRMA Home Insurance Questions & Answers

What do you mean unapproved? It was attached to the house. And it’s not the pergola we have had an issue with. It’s when you sent out shoddy workmen to fix a skylight and they now have made it leak. Even when it was broken by the hail it didn’t leak. Not until your workmen touched it. You are a bunch of rip off merchants who never do good work and when you get called out on it you blame the policy holder. Nothing but money grabbing thieves

Hi Katrina, we are here to help. Please message NRMA Insurance Facebook via private message using this link; external link  with your details, and let the team know you came from Product Review so we can assist you further. Many thanks. ~ Cindy

Hi Emma, We will need a bit more information about this for us to assist you. Can you send us a private message on external link ? ~ Cindy

Hi Richard, this enquiry is best answered by our Claims team. You can speak to our home insurance claims team via webchat at this link external link . They are available 8am to 8pm AEDT 7 days a week and will be happy to help. ~ Checo

Hi Copa, we would recommend you contact claims to ask if this event is covered under your policy. You can speak to our home insurance claims team today via webchat at this link external link . They are available 8am to 8pm AEST 7 days a week and will be happy to help. ~Kaz

Hi there, thanks for your enquiry. You can connect with the claims team using this webchat link here: external link  ~Adi

Hi Michelle, if you believe your sum insured is adequate to cover the cost of the solar panels, you don't need to let us know. ~Kaz

Hi Margo, Thank you for reaching out to us. We do cover decks and pergolas in our policy. They are classified as fixtures and need to be included in the building sum insured. When you create a policy, there will be questions asking you about any deck or pergola or any fixtures. They of course have to be structurally secured. Let us know if you require further assistance. ~ Cindy

Hi Evan and Margaret. Thank you for sharing your concerns. The premium you pay reflects on the likelihood of you making a claim together with the potential value. Factors which influence this include historical data in past claims. Unfortunately, areas that had been affected by the recent floods potentially may have an effect on future premiums. Similar to an area, for example were there is a high rate of crime and theft, policies there will be more expensive compared to a low crime rate area. Also, every year certain factors can change due to increase/decrease in claims by everyone during this time. In addition, to work out future risk on flood prone areas, we use data from sources like the National Flood Insurance Database, hydrology and terrain mapping, council mapping and claims information. We check and update our data throughout the year to make sure we use the latest information. That means your risk level may change from year to year. The construction of your home, your sum insured, your excess and the kind of cover you choose also affect your premium. For more information please refer to the links below to see how we price premiums: external link  ~ Paul

Hi Sandra, Thank you for reaching out to us. Solar panels are permanently attached items and they must be included in your building sum insured. Yes you will need to increase the building sum insured to reflect the solar panels cost in it. ~ Cindy

Hi Jane, thank you for sending in your question. We are deeply sorry to hear that your home was recently impacted from fire. We sincerely hope that no one was injured and that you and your family are safe. This enquiry is best made with our Claims team, who will be able to consider this option as part of your claim and will let you know if this would be possible. Sadly our team are Claims experts, however you can certainly speak to them directly on webchat using this link here: external link  They are available 8am to 8pm AEDT 7 days a week. If you would prefer to speak to our Claims Specialists over the phone then you can reach them on 300 317 530 8:30am–5pm Mon–Fri to enquire on an existing claim or you can contact them on 1300 317 526 to lodge a claim. The team are available 24/7 for claim lodgements. I hope this information helps. Please let us know if you have any other questions. We wish you all the very best Jane. ~Sylv

Hi Betty, you would hope so but based on my recent experience don't hold your breath and be prepared for them to find a reason you are not covered. Maybe the roof wasn't installed correctly or they used the wrong colour screws or por the rain was caused by an atmospheric condition. Best of luck

Hi Betty, thanks for your question. Flood cover is a listed event and a part of our policies, unless you are in NSW and have chosen to remove this cover. Our PDS states you need to ensure you maintain your home in good order and it is watertight, structurally sound, secure and well maintained. If you would like to lodge a claim please call our home claims lodgement team on 131 123. Thanks. ~Kaz

Hi Mat, thank you for your question. Under your Home Insurance PDS page 61 under Liability Cover, it reads: Covered under Contents Insurance We cover the legal liability of you and your family for: • loss or damage to someone else’s property, in an incident that takes place outside the site, but within Australia. For example, you may be liable to pay compensation if you are riding your bicycle on a road and cause an accident. Here is the link; https://www.nrma.com.au/sites/nrma/files/nrma/policy_booklets/home_pds_0721_nsw_act_tas_0.PDF

For more specific claim scenario questions, you can contact our home claims directly via webchat at this link external link . They are available 8am to 8pm AEDT 7 days a week and will be happy to help. ~ Rick

Hi there, thank you for reaching out to us. I am deeply sorry to hear what happened to your mother and how her recent experience has impacted her health. We can certainly understand how stressful this is for you and your family. Would you be able to send us a private message with the details and we'll gladly refer to this to the correct area for you. You can send us the details on our Facebook messenger so it is secure; external link . Kind Regards. ~ Rick

Hi Malcolm, I would like to investigate this for you, can you send a private message via our NRMA Insurance Facebook page please copy/paste your review or let us know that you are from Product Review so that we have this context. Thanks! external link  ~ Bob

Sorry to hear this. I’m not sure, can only suggest you call them or log a claim online. Think I would ring the power company first to ask them what day the feed-in to their system stopped and see if that coincides with the date the Possum incident cut the power. Hoping it’s covered. Good luck.

Hi Dan, thanks for reaching out to us today.

Please contact us on 132 132 to discuss your claim, or you can lodge online here external link . ~Bec

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! Kind regard Glen

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.

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

Thanks for removing my details. I was very concerned when I realised what had happened. I have been extremely concerned regarding this whole situation.

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

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

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

My Ngoc Thi Nguyen, I would like to know what the outcome was please.

I don’t work for NRMA however my guess is it should be covered. They may try and change you another excess though. You would need to phone their overseas call centre and ask. Good luck with that as they are useless!

Thank you not sure however about your comment to phone their overseas call centre as the theft happened in Canberra

Hi My Ngoc, your claims consultant should be able to advise you about the keys, have you asked them about this yet? ~Kaz