- Verified customer
Carport hail damaged - fixed
I’ve read a lot of horror stories from product review about claims, thus, the low star rating. So when the time came when I was about to make a claim on badly damaged carport I had my fingers crossed. To my surprise, everything went on smoothly. From the time I lodged the claim up to the moment when the assessor came to my place, quote the amount to have it replaced, it was buttery. I have the claim finalised on my nrma app and all I can say is, not a lot of people who had good experience with a certain insurance company will take time to put a...review of their experiences here. It just happened that I have the luxury of time today. I recommend them at least here in ACT. I do have my car insurance with them as well, haven’t had to use them up until now. But will try and review it as well when it happens.
- Verified customer
NRMA are a joke!
After insuring with NRMA for around 30 years - never making a contents or buildings claim that I can remember. We had a burst pipe!
The whole downstairs was flooded including garage!
The agreed to do the lounge floors (yet to see that happen - as we want the SAME floating floors - not laminate) But said they will gut the whole left side of the kitchen (not the right side?? no idea why) and rebuild it - replacing the damaged bits and re-using the old parts! Leaving my kitchen to look like a patchwork mess. (as there is no way you will be abl...
After more than 20 yrs and multiple policies I had a claim rejected. I was sent a letter stating that I had withdrawn my claim. I asked 3 times by both email and phone over several days for a letter stating that my claim had been rejected as I needed to present this as part of my legal application against the tradesman who caused the damage and that and my solicitor was leaving to go overseas in a week and needed to present papers immediately.
I am still waiting.
Very good customer service.
I have been with NRMA for a several years and VERY happy with them. Feeling I got is they trying to help you and looking after you. My recent problem was an aircon/heating ducted 20 kw system compressor failed ( burn out).
Called NRMA and within a week they paid me $9500 for the whole system replacement. I was really surprised how smooth and painless everything was sorted out.
Thank VERY MUCH NRMA.
I am also disappointed with NRMA and their contractors MainCom. After over25 years with NRMA and with multiple policies and being a shareholder to boot I have found NRMA staff to be very inconsistent in their claim interpretationwith a lack of professionalism and utter disregard of taking accountability. No response to multiple phone calls, only promises of calling back but these were empty promises. Six months after the storm event and after a written agreement to the scope of works NRMA are now reneging on their agreement and want to cash settle for a pitiful amount. All I want is a repair to be undertaken. Perhaps going to to the ombudsman May be the way to go
NRMA Claims .. No Customer Service
After 30 yrs of paying expensive NRMA premiums, most of that time for 5 policies, I made my first claim ever for theft/break in damage to my home.
When you have to make a claim with NRMA, you will experience yourself NRMA lack of responsibility & duty of care towards their customers .. unbelievable
NRMA are only interested in the cheapest, easiest way for them to repair your home or get rid of you if you "rock the boat".
Claims officer did not verbally understand or comprehend a problem I had with NRMA repair Partner Bay Building .. a 24 hour...Emergency Repairer they sent to assess the damage to my home. Bay Building sent me a Scope of Works with little to no information inside their 9 page contract. This repairer was just expecting me to sign this document prior to them coming to measure, quote & discuss materials, method etc for the repair to my home to me .. the customer. Why would anyone with a brain sign such a document? After speaking to the same NRMA Claims officer & requesting another Partner repairer to assess my home It became clear it was far too much trouble for NRMA to organise another repairer to assess the damage to my home, instead I was given the names of 3 other NRMA Partner repairers .. (2 of their head offices are in QLD) .. I live in Lower North Shore in Sydney. At the same time the Claims Officer made me an offer of the quoted repair amount (approx $5,500.00) Bay Building provided them with to pay me out for the damage, hoping I would just go away & get the damage repaired with a private builder myself. The same NRMA Claims officer had the audacity to advise me I requested to find my own "trusted builder" to repair my home using the NRMA payout offered.
Just a complete joke
14 weeks ago a water pipe burst flooding my my home, shortly after NRMA sent an assessor out to look at the damage and make a report (along the way he was telling me electrical items that were submerged in water will be fine)
After dozens of phone calls from both my wife and I to NRMA I am still yet to receive any repairs or offers of settlement and today they have told me they want me to go and get quotes??
5 weeks ago a large Gumtree on a neighbours property fell across my house causing enormous damage 5 weeks on and NRMA have yet to even ge...t a quote to repair meanwhile we are 3 weeks out from winter and I have a 2m2 hole in my ceiling, its going to be great with 3 kids we can look at the stars while we are laying in bed. I live In Sydney I would have thought it would be fairly straight forward to repair, replace or compensate within a couple of weeks I have even said to them that I will arrange repairs as long as they give me the go ahead 10 years insured and not a single Claim until now!! It has been a really tough start to the year for us I would have hoped that being insured with NRMA would have helped us through but I will definitely be looking elsewhere in future. "Put your arms around me" their advertising campaign is so off the mark...
Don't do it, it's not worth the head trauma!
Contact phone number wrong, 28 minutes to get to the right department. Could not answer why builder has no scoped work. Waited another weeks till nothing tenants complaining about area damaged.
Poor form NRMA
I have had contents and building insurance with the NRMA for 20-30 years. Recently we had a branch fall on our roof and water entered the house and flooded a down stairs area. The area is open plan with a open division about 2.5 mtrs the opening, which is not an arch, the ceiling continues though and the carpet continues through. NRMA are saying they are two rooms and will not replace the carpet for the whole area. Their carpet company cannot even come close to matching the carpet and their only answer is for us to pay the difference. In their ...PDF there is no definition of 'a room' Poor form NRMA August 14th 2019 Update: Home contents and building claim Over Easter this year our home sustained damage to carpets, Gyprock walls and ceiling due to a falling branch damaging roof tiles and allowing water to enter our house. All communication with NRMA has been under the understanding that in order to replace the carpet a very heavy 8 foot x 4 foot slate pool table would need to be moved. NRMA told me they received a quote to replace the carpet (including moving the pool table) of $6,250.00. As their carpet company could not supply a suitable carpet they offered me a settlement figure of the same amount. I accepted this by phone with nothing in writing. 30 mins after my verbal acceptance I found out NRMA's quote did not include moving the pool table and it would in fact cost an additional $1,200 to move the pool table. I immediately sent and urgent email asking for the settlement to be put on hold as it did not include the pool table move. I have not heard anything from NRMA since and they proceeded to deposit the original amount into my account. In the mean time, regarding the building component, we have had 4 visits from NRMA builders to view the damage to the walls and ceiling and still no resolution after 4 months. We need to resolve the Gyprock issue before can replace the carpet. Poor form NRMA
Worst company every, the media needs to know
Bad insurance company takes your money for years but isn’t there for you when you need them . Take a long hard look at all the below reviews NRMA look at how similar they are and consider your loyal customers. For Gods sakes use common sense , people trust in your name but not any more what a shame.
Reading most of the below reviews I was shocked because my experience is so similar to most of them . After the hail storms in Dec 2018 our tenanted house was badly damaged. Made a claim with NRMA to repair the damage . They are unprofessional , rud...
WOEFUL EXPERIENCE- AVOID!
I have held a policy for building and contents for over 10 years with no claims ever made. I recently had a fall and badly damaged my Panerai watch (which was specified in my policy documents for accidental damage cover ) After labouring through a telephone claim I then uploaded a quotation for repair from an official Panerai service centre on the NRMA "Self Service" page online. Then nothing,,, I called today and spoke to an extremely rude and abrasive call centre operative to be told I needed an accident report and they had called me twi...ce on my mobile and left messages to advise me that . I said I had received no such messages and anyway why didn't they write to me? The report apparently needs to come from the Jeweller in question. Quite how a jeweller is qualified to ascertain if the damage was caused by a 59 year old man slipping in his front porch is beyond me! In any case the watch is currently in pieces being fixed. In other words, no report- no payment for this technicality. To put the claim in context the damage totalled $1820 - less a $1000 excess - so $820. Not exactly great when one considers the tens of thousands I've given to NRMA over the years. Thank goodness the claim was not of a serious nature. I appreciate there are procedures that all insurers have when making a claim but these need to be made clear at the onset. What really annoyed me is that despite the repair work being underway the required report could be done retrospectively according to the NRMA consultant - what a charade! I for will be moving ALL my policies away from what I thought was a solid reputable company thank goodness I discovered this now.
Too Slow and Communication Issues
As a result of a hail storm multiple items needed replacement. We went for a payout and sorted the repairs ourselves.
The payout for the small ticket items (windows etc) wasn't too bad. It took a while but happy enough in the end.
The big ticket item, the roof, took 4.5 months. This despite being on the phone every second day (am retired so am able to). I eventually dealt with NRMA's preferred provider, MAINCOM, directly.
What was obvious was a disconnect between NRMA and MAINCOM. The communication between the two is poor and leads to long ...delays as NRMA has no special phone number to MAINCOM. MAINCOM did not know we were paid for the roof, they repeatedly sent scope of works which never reached NRMA. I was continually sent old scopes by NRMA. We were offered $460,000 for a roof replacement (!) as our scope was merged with someone else's who had lost a house. And so it went on. Was not convinced MAINCOM hired help is top notch so we have got our own roofers. Conclusion. Way too slow and a lack of communication between client - NRMA - building assessor and contractor.
They helped us when it counted the most.
First and foremost, an important message. PLEASE make sure you have working smoke alarms. My family and I are living proof that they save lives.
Regarding NRMA, I know there are many negative reviews on this site, but feel it is important to share the positive outcome in our circumstances. Late October last year, we were awakened in the early hours of the morning by the smoke alarm. I got up to discover in horror that our ceiling upstairs was alight (bedrooms also upstairs). I woke up the family and we got out immediately. Within minutes, the...whole of upstairs became engulfed. Looking, back we were extremely fortunate to get out when we did. An electrical fault had created this horror for us. The smoke alarm did its job and woke us. I rang NRMA later that morning. Within a few hours, they mobilised and sending out people to secure the home. They offered us temporary accommodation and then set about assessing the damage and next steps. They seem structured and were able to anticipate our questions and requirements. Within a few weeks, NRMA supported us moving into longer term rental accommodation. They also settled the contents side of the claim relatively quickly. It has taken just over six months since the fire to work through options and reach a direction on the building side of the claim. If I could be critical, I wish this aspect could have been sorted more quickly. Waiting 6 months for certainty on the next steps was stressful. However, I do recognise that things were complicated a little by the Christmas break and the many Sydney storms late last year which probably stretched their capacity. I guess NRMA also has internal processes to follow which perhaps could be refined or more resources added to support. Ultimately, NRMA have supported us and I don’t want to take anything away from a great bunch of people who have helped along the way. In the major claims team, Adrian our case manager (a professional and a gentleman) supported by Angela, Deborah and Sharon. They were helpful and patient with our many calls and questions. Also Paul (Technical Assessor) who provided good advice and insights. And finally Tina (Contents Assessor), not only for her help in resolving things quickly in her area, but also her kind words and moral support. These people do more for NRMA’s image and reputation than any advertising can. They present a human side to the organisation. Our sincerest thanks to them all. With NRMA’s help, we are now moving forward to put this difficult period behind us.
Over a month and counting getting a claim processed
We lodged a claim for a leak in our bathroom. We are 6 weeks into the claim processing process and still do not know if we will be covered. We have had to drive the claim to get to this point and are still waiting. We have not heard from our claim manager at all even after requests to call us back. We talk to a different person each time, no ownership or accountability from NRMA staff regarding our claim. The experience has left a very bad taste in our mouth and we are considering move our policies to another provider
$200 excess for $400 Contents claim
We had a burglary happened while our children were in the house in the daylight last week. Thanks to the Police prompt response, the intruder was apprehended and the only items damaged were my son's newish Converses and my husband's HD motorcycle helmet. I tried to lodge a claim and was informed that an excess of $200 must be paid. I have asked for it to be waived as it is a small claim and also based on our almost 30 years relationship with NRMA, 9 policies and not a single claim on the Home & Contents policy, plus our eligibility for Home@50 ...benefits. The Call Center person would not have a bar of it and kept repeating "automated"responses with no consideration for a loyalty and a personal circumstances. Since than, I had a few conversations with the Call Center person with an exactly the same automated responses and a refusal to pass me on the their supervisor in Australia. I even went to a Branch and had the same responses. I will withdraw the claim as it is not worth it. I will also be cancelling all of our policies with NRMA and move to another provider. So, dear NRMA, you will save a one-off $200 and will loose almost $10K per year for the next many-many years. The last time I dealt with NRMA in regards to a car repair in 2017 was a completely opposite experience with a Customer Service person in Australia, prompt service, appreciation of the loyalty, updates and politeness. What a difference 2 years make!
Very disappointed with NRMA
we have been with NRMA for over 20 years, all our vehicles green slips, comprehensive insurance . Our home & content insurance been swap to NRMA because we think that this company will provide us better service & more protection. Unfortunately, this is completely wrong, they treat us like a fool, last November we try to claim for a roof leak, the assessor just saying that it is a roof maintenance issue, after a lot of ringing up, finally they sent us scope of work to our email . SOW didn't even mention about the roof repair, only mention ...about painting, luckily we double checked with them word by word, then we found out that the roof repair is not included in the claim. after that we talked to their consultant again to ask why is that happened, telling her that we nearly get trapped by those wording in that scope of work, she just saying that they will send an assessor for 2nd inspection, when the same assessor arrived, just asked if we had got more damages, we just told him that, we are not happy with the 1st decision & expecting 2nd inspection, not claiming for more damages, after he heard that, he just told us will be the same decision(roof repair not included in the claim, take him only 2 minutes for this 2nd inspection.(doing nothing). We called NRMA again, telling them what happened for the 2nd inspection, they said that they will escalate further, saying that level one will ring us shortly, after 2 weeks, nothing happened, we called them again, saying that level 2 will call us back, finally, we received a call , not from level 2. that is from level 1. still saying that is not including roof repair in the claim, and if we are not happy, they will ask customer relation to contact us, when speaking with customer relation, they said that we should go up to the roof to check on that, told him that no one will climb up to the roof often if we don't need to, and just saying that, the claim is rejected, we are just normal people, we trust insurance company, but when we needed them, they just found millions of reasons to reject our claim, also we have asked our neighbors if they climbed up to the roof or ask people to check on the roof if they got no problem with that, answers are all negative, so we really thinking we will move all our policies to other better service company.
We have been with NRMA for almost 20 years. Very good in the past, but now unorganised, slow, complicated. I complained several times and was promised a supervisor would call me back about the delay of several weeks, even this has not happened. We are still waiting for NRMA to get back to us about the repairs. We are now seriously looking for a better insurance company.
Unprofessional and disappointing
Our home was effected by fire 7 months ago and were still not home ! I have had to make daily phone calls and coordinate the repairs myself from start to finish and Unfortunately me and my family are still not home . The consultants are clueless and usually have no idea of what is happening , the building contractor lost the contract with Nrma and we are one of the last repair jobs to be done by them our home was assessed numerous times and the final scope of work was very poorly put together which resulted in constant repair delays and endles...s frustration the contents were not cleaned and restored properly by the contracting company which resulted in ash and fire debris still present on our processions when we tried to move back in luckily our kids didn’t come into contact with the items. The constant delays and interruptions have caused confusion and disappointment. The accommodation is only extended week by week and is often left to the day before we are due to move out before it’s extended and we are notified of any changes If I don’t call Nrma and request updates I feel they simply wouldn’t contact me If you like being constantly stressed , confused and disappointed by all means request a policy from Nrma
Paid the excess promptly, but the repair by CCP Remedial??? ... still waiting 4 weeks later
My house was damaged by the storm in Jan/Feb 2019. A branch from the neighbour's tree made a hole through the ceiling. After the CCP Remedial assessor made the assessment, we were sent the bill for the excess quickly and I paid for it on the same night. I thought I was lucky because these people seem efficient. How wrong was I! It has now been 4 weeks, only the gutter guard has been repaired. I have not heard from anyone from CCP Remedial or NRMA for the remaining repair. I rang NRMA yesterday, the gentleman called John said he would contact C...CP to give me a call, and of course I have not heard from anyone. I called again today, a different person answered my call and suggested me to call CCP. Isn't this wrong? CCP is employed by NRMA, NRMA needs to get on to them. Finally, this gentleman said NRMA can give the job to another contractor, I asked "does this contractor have a better reputation?" and he said he doesn't know but he said restarting the process with a different company can take a long time! Wow! I suggested him to call CCP and I hope he did. As a little customer that nobody cares about, even though I have been with NRMA for more than 15 years, I tried contacting CCP but was forced to leave a voice mail!! I wish NRMA would just value their loyal customers, big or small, and hire some reputable builders. I will try to be optimistic for the repair to take place soon...
This company has gone down hill
I adjusted my home and contents insurance to a lower amount. They told me via email that all was correct and a new monthly payment would follow. They then adjusted the policy back up to a higher rate without any consultation. They denied i had changed my policy even though i had it in writing. They said sorry and offered a refund if i stopped my complaint with the complaints body. I agreded provided i got the refund, i havent. They wont even answer emails and when you do contact them, the address comes back as postmaster unknown.. We have been...with these people for many years, never again, they have gone downhill so fast in dealing with people, yet there ads say they are there for you, even if your surfing or crowd surfing in a wheelchair, or trapped under a train.
Questions & Answers
We are looking at buying a new house. The house has a carport and pergola (attached to the house) that were built a few years ago. The current owners of the property have advised both structures did not undergo council approval. We are not put off by this - we love the house, the structures look really well made and they certainly add value to the property. We would be happy to purchase the property but we are curious if NRMA Building Insurance would cover the house and both structures? Or would we be only able to list the house on the policy given the structures are unapproved? We can't find anything in the PDS statement that answers this particular question so any policy advice would be appreciated.
Hi. Ours got the same, pergola and carport. Unapproved structure as a lot in Canberra. This wasn’t an issue.
Care TeamNRMA Insurance
Hi Enigma, you will be covered - however, we would not rebuild or repair something not to council code. In this case we would either cash settlement for an amount or we would rebuild something that is council approved. Keep in mind a claim can be denied if damaged caused to the property was because it was not build to standard. Example being if the way it was built was causing water damage to the property - this could potentially cause the claim to be denied. Good luck with your decision & hope this helps! ~Natalie
Hi, after watching A Current affair this week on the indifferent treatment of some of your customers I have questioned whether I should stay with NRMA or switch to another insurer. I must say after reading this review site it does not give me much confidence.
Can you give me any reason why I should stay
Care TeamNRMA Insurance
Hi Andy, in relation to the customers in the program you’ve mentioned, we have apologised for the delays they experienced while we reviewed their claims and have now resolved the issues for both customers. When a customer suffers damage to their home we may need to use a variety of experts such as builders, roofers and engineers to assess some of our claims and to ensure the repairs meet building standards and regulations.
One of the customers' home had damage that had occurred over an extended period and was due to leaf debris blocking rainwater from flowing off the roof, made worse by previous poor repairs by her builder. This was highlighted by a previous claim they made a few years earlier. Where the repairs were also undertaken by the customer's own builders. We have now settled the claim for the internal damage and spoken with the customer about the repairs required to her roof to help protect her home from further water damage in the future.
The second customer featured on the program had pre-existing termite damage. The repairs done to this home was not to standard. This resulted in the roof lifting and further damage to his property. Our experts are currently reviewing the extent of damage caused by the termites. This will allow us to determine the next steps required before the repairs can begin.
Whilst any delays with home insurance claims are disappointing, if you are looking for a reason to stay with NRMA Insurance these are examples where we have chosen to extend our cover to situations normally excluded by home insurance policies. ~ Jono
When i phoned customer service for my solar system damage by a storm was advised to get a report from a level 2 electrition on damage then 2-3 replacement quotes for my claim. Only to be told when I rang back to lodge my claim nrma would be arranging a builder to asses the damage/replacement of my solar sytem then why did i get a report costing me $199? When nrma has to aprove the damage with there own builder?
Care TeamNRMA Insurance
Hi Lozza, thank you for bringing this to our attention. I can appreciate how frustrating this is to be told two conflicting things and have this additional charge. I would like to have this looked into and rectified for you. Can you please use this link to our Facebook page to reach out via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review, include your original message and your claim number, DOB, address and contact details so we can contact the correct person in claims to escalate this for you. ~ Jono
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