No respect for loyalty
My annual premium is due & I got a request to pay just under $10,000 due to the new way they deal with storms/floods/rainwater run off/surge all lumped in together. Ridiculous! Who can afford that? What ticked me off most is I’ve been with NRMA for 21 years & have 5 policies and they didn’t care less when I said I’d need to leave because I can’t afford such a high premium up more than double from last year. No respect for a loyal customer. It’s all about profits not customers. Sad.
Pet lovers - review the policy
Absolutely disgusting our dog damaged our cedar doors due to being scared in storm. We had top cover so. Thought covered by accidental damage. Was told no but was up sold on their pet lovers policy to say if you purchase this upgrade on your policy you will be covered if it happens again - so we upgraded - it happened again 18 mths later only to be told covered by animals not living on premises as then pet lovers not covered by chewing -funny that conveniently not told that when sales person in claims up sold me on adding new policy - believe nothing they tell you - yes we need to read the fine print - no longer trusting we were in fact not told the truth!lo
Escape of water claim terribly mismanaged
I have been with NRMA for several years and have four policies with them. On 23/11/2018 I had a burst pipe under my kitchen sink. The water flooded almost every room and went through several walls. Even though NRMA has both policies they appointed separate people to “restore” my building and contents. The contents restorers advised me that they would only assist with the drying of the carpets and put several machines in. The carpets were an older wool with hessian backing so they were starting to stain quite badly and seemed very unlikely to be able to be saved. They left on a Friday advising that they would reattend on “Monday or Tuesday” on Saturday the building restorer attended and found moisture readings of up to 35 when the safe level is 16 and under. She could not take moisture readings of the two most affected walls in the kitchen because the kitchen cupboards were in the way. Apart from the readings she advised that there was nothing that she could do as the carpet drying machines were in the way. She did advise that she thought the carpets should have been removed on the Friday. I called NRMA on Monday and advised them that the carpets were now very badly stained and stinking to high heaven and asked if they could please be removed so that the drying of the structure could commence. The claims consultant was quite curt and advised me that the carpet decision was entirely up to their subcontractor. The carpet restoration people did not check on the progress or change the filters of their machines until six days later when they finally removed their machines and wrote off the carpet. They only removed half of the carpet at that time because they were “busy”.
The assessor and the structural drying company then attended and the assssor was remarkably rude and dismissive saying that he “cant assess what he can’t see” ignoring much of the damage and the fact that NRMA’s process meant my kitchen walls and kitchen with chipboard underneath sat wet for six days! Once the structural drying was finished they decided everything was fine despite some of the wall moisture readings being elevated after ten days! After I complained a second assessor from the same company attended (despite being promised an independent assessor they never eventuated) and was slightly less rude but of almost the exact same opinion as his colleague - they want to do some superficial cosmetic work to make the kitchen look okay while the chipboard rots and who knows what happens to the walls.
I have a two year old and a five year old both of whom were premature babies with IUGR and I am stuck in no man’s land of paying for accomodation while I wait for customer relations to contact me. I do not believe that my house is safe for my children because the moisture readings of the kitchen walls have never been taken and they and my kitchen were left wet for six days and the chances of mould are quite high, I consulted an independent mould specialist who advised that they cannot determine if there is mould without direct access to the affected walls.
I am horrified by my claims experience and how I have been treated and must strongly recommend against NRMA insurance. I have “home plus” a supposedly premium product.
Price jump by 50 per cent due to flood rezoning
They have recently increased premiums due to my adjoining properties being assed as flood prone. Only they don't flood, not now, not ever. Why? Because I owned them in Feb 2011 when the BIGGEST flood on record ever occurred and my properties did not flood. I told them that, they were the insurer back then as I have been customer over 11 years and no claim was made. They don't want to take notice of reality so I cancelled my policy with them. I suggest you do so too.
NRMA builder would not guarantee their work so therefore would not do the repairs, i was left with the option of basically taking the payment for a quote estimated by the builder who would not do the work and done the quote for repairs from photos someone else had taken, dud not come to the house and omitted other items that needed to be repaired. Now I have been left to find my own builder to do the repairs and hope the payout covers everything once they start removing the vanity. Oh and not too mention if i can actually get someone to come and look at it.. I did not want a payout and all this hassle and stress i just wanted the repairs done.. I will never recommend and rest assured will be shopping around for not only a new house and contents insurer but cars and greenslips...
Disgraceful - They rip you off on your renewals
We have been with NRMA for some years, having 2 cars and our house and contents insured with them. One car renewal has arrived and it is substantially more expensive than last year. I then did a quote at my next door neighbors address and it was nearly $200 cheaper than what we have been billed. I called and asked why and the price was dropped about $40 because the system did not state that the car was garaged?? They ask these questions when you get a new policy and we have not moved. NRMA could provide no explanation as to why our house number is so much more expensive than our neighbors and are generally happy for me to take my business elsewhere (which I will be doing).
After 50 years plus of having NRMA house insurance my 88 year old pensioner father made his first claim after a storm left a hole in the roof ( and damaged multiple properties in the area) After waiting 2 weeks we get a phone call saying that the pitch of the 50 year old roof was 12 degrees and the standard is 15 degrees - and that contributed to the damage- and the claim was denied. So my dad is left with a gaping hole in the roof and the NRMA have wiped their hands of it and said bad luck. That’s what “Gold Membership “50 years of loyalty gets you in your time of need. Ruthless, heartless with no sense of what is the right thing to do- instead they will look for technicalities to avoid having to pay out and genuine claim to someone who really needs their help.
I have been with NRMA more than 10 years and never claim. I have seen previous reviews about bad experience when comes to claims. My personal experiences are great so far. Most of the time when i visit the shop or ring for paying my insurance, they did go through the insurance with me. So not sure why comment said they take money quick but dont pay claim. Only complaint i have is NRMA downsize their shop at penrith.
If it can happen it has happened to me. Approx 5 claims with NRMA and all paid.
I have claimed for everything from cyclone damage to a truck driver demolishing a brick fence to a sewage leak requiring an entire lower storey of my house needing to be cleaned, ripped down interiorly and rebuild and repainted with my contents put in storage and accommodation provided. . Excellent service each time. The sewage leak had the unfortunate inclusion of the tradesmen stealing my possessions but I blame that more on them than on NRMA. The sewage leak claim had the cleaners on site and cleaning within an hour or so of me ringing NRMA afterhours. I always knew NRMA was a great insurance company (my mother worked for them in the early 60's and speaks very highly of them) but I didnt realize how great they are until I watched my neighbour trying to deal with RACT. The difference in service is well worth the difference in price.
Terrible, all claims have go overseas
27 yrs with home and cars insurances with NRMA and tried to talk to someone in Australia seemed impossible. My house roof was broken and leaks, ceiling in one room was all wet. I really don't know what to do? Time to change now.
Customer service outsourcing such a terrible mistake
More than 6 years. Always loved the customer service at nrma But today I called to make a claim and I was put through 6 people, another specialist but nobody had a clue in the office in the Philippines as to how to assist me. Unbelievable and I kept calling either they would transfer your call or hang up just horrible. Never encountered any trouble when dealing with Australian operators here. Recently I spoke to [name removed] from the Brisbane office the level of assistance she provided was incredible. Can't say thank you enough to her for solving all the matters. I have my cars, business, life insurance everything with nrma and now I just feel like moving to another insurer. I feel drained after spending so much time on the phone. Tomorrow I am driving to Hornsby to the nrma Westfield office for a face to face consultation. Can't get over you have lack of product knowledge and training.
I made a claim , the first and only since 1993. They made an "offer". What does that mean? It should be a formula not something to be haggled about. Communication was poor until I was able to call a different team - the complaints team.I am not happy with the outcome or an offer.When renewal comes up I shall be moving (and I am not some one who does that lightly).
Never stay with NRMA insurance anymore
I have been with NRMA car insurance for nearly 10 year and home/content insurance for 4 years.Recently had a small claim for my swimming pool decking damage due to storm/water overflow. my claim was denied due to the complicated policy that you don't understand , they just play with word to dismiss your claim. I just wasted my money and time. never stay with NRMA , they are big scammer.
Cant amend policy
After 25 years with the nrma I have found them to be the worst company I’ve had to deal with
after I paid for the insurance I tried to ammend the policy
I called their call centre and they refused to do anything just hung up on me I have been trying to get in touch with them, so far they have ignored me I’am just getting emails saying they will get contact me in ten days
I have never known them to be so ignorant and arrogant
No doubt if I have an accident they will ignore me and refuse to cover the claim they can't be trusted
My policy number is MOT585830960
Their self service centre is totally useless
I want a full refund and the policy cancelled I renewed the policy on 03_08_2018
Mislead and Disappointed
Ive been a member of NRMA for 21years. Ive paid over $35,000 in premiums across those years. Ive only ever made 1 small claim 10 years ago. When participating in a webchat enquiry with an NRMA representative about claiming for a laptop that was damaged when accidently dropped, I was told I did not have accidental damage coverage. I said but I have home and contents coverage. What about the new for old replacement? I asked when is damage NOT accidental? The representative then disconnected the call. So when I ask a simple question that she couldn't couldn't answer she disconnected the call. I was quite taken aback. Where is the service advertised on the TV where NRMA put their arms around you? So my policy covers damage done to the property of a visitor to my home, but not mine. If damage is result of malicious damage I am covered but not if its accidental? I live 50klms from the coast but my policy covers sea water inundation. Im 60 klms from an airport but my policy covers me for impact from falling aircraft. Ive always believed in the NRMA. Ive also believed that my items were covered after a phone call from an NRMA sales representative who discussed my cover and assured me that I was covered for everything. On examination of the policy, I see cover can be home or homeplus. Under one your portable goods are covered under the other they are not. However my policy document does not state which cover I have. I trusted NRMA. I in good faith believed I had appropriate cover. I am disgusted with the way I have been treated! I will be cancelling my home contents and car insurance. Thanks for opening my eyes NRMA.
Happy to take your money zero chance of paying out a claim
Havent made many if any claims on house and contents but the one time you do they find a way round having to pay out on a claim . Policies are worded in a way to make it complicated to understand in laymans terms . Found staff communication less than satisfactory . Will be moving on very disappointing sevice ..
Quick to take your money but won’t rush to give you something back
I have been a NRMA customer for car insurance the past 15 years, and a house insurance customer the past 10 years. They have been good but only because I’ve never made a claim up until June this year. Beginning of June this year I made a house insurance claim for water damage which has caused damage and mound. The gentlemen on the phone told me a builder would be in contact within 72 hours and NRMA would have a copy of the assessment with a decision within 10 working days. 3 weeks after the claim was put through the builder called and came to assess 4 days later. It is now the end of August and am still waiting to hear back from NRMA. Are all insurance companies this quick to take your money monthly but couldn’t care less when it comes to giving back?
NRMA_NO INTEGRITY NO LOYALTY
Customer. Support? Read reviews on the pathetic treatment of other reviewers. We've been with nrma for over 50years and in that time submitted 2 claims of minimal value. Severe illness meant that I missed the renewal date of the home and contents insurance policy and nrma has refused a claim for broken glass in the front door for $370. Then immediately sent a new policy renewal for $1574. No more renewals with Nrma for me.
NRMA Customer Service - Claims handling - A Joke
I had always believed NRMA was a premium product.
Working in the insurance industry for over 14 years, I have always insured with my employer. For the last 3 - 4 years I have placed all my policies with NRMA - not the cheapest insurer, however I believed they had the best reputation. How mistaken I was! My kitchen pipe burst on 23.12.2017 flooding my apartment - the fact that I was home at the time meant I could remove the water quickly and therefore not lose all my belongings (the water penetrated through the kitchen wall into my wardrobe – through to the study and all through my lounge and dining area). My bamboo flooring began 'tenting' within 24 hours. I kept all windows and doors open for over two weeks - with ceiling fans continually on. I purchased dehumidifiers and placed them in the kitchen cupboard, my wardrobe, the linen cupboard and in the lounge and study.
I lost an iron, a pair of boots and an extension lead due to water damage. My kitchen and living room flooring was damaged and most of the skirting boards are destroyed.
As the kitchen flooring was insured under building insurance – this was repaired without an issue as was the kick-board under the cupboard where the pipe burst. Thank you Honan Insurance.
My contents insurance with NRMA though will not cover the flooring that has been damaged – some of the bamboo is warped and I am concerned the underlay has been compromised and now mould may be growing - a very dangerous health risk for an asthmatic like myself – I have written this to the NRMA claims team twice with no response. They now have advised they wish to “close’ my claim?
It is a sad day when a company sends the customer service team off shore – there is no ‘care’ for customers any longer and no 'easy' way to contact a supervisor - I have requested this more than twice - again with no response.
I have advised NRMA on two separate occasions that I would escalate this matter – and still no phone call or email to me.
I am trying here, on this forum, one last time hoping NRMA will review my claim before I have to take the next step- as I feel I now have no other option than to go to the Financial Ombudsman for assistance in resolving my claim.
Would I recommend NRMA insurance to anyone??? Not a chance!
Won't accept split payments
Dreadful experience in attempting to make a credit card payment over the phone for strata policy.
The property only has 2 buildings and the co-owner had made payment for their half of the insurance policy.
I was unable to make my payment over the phone as their system couldn't allocate the BPay and wouldn't accept my payment unless I paid total account. I had to call back multiple times, spending over 20 minutes each time just to try and make a payment. Each time I had to go through a full security screen, although all I wanted to do was pay. This has taken literally hours. I have no idea why I can't just ring up and put the card number through with the policy number. The poor Filipinos working in the centre must be using archaic technology as they have to check everything manually. Very very poor system.
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