Thought it would be safe using a big name in the insurance world, so wrong – Very painful experience trying to make our claim online. Website refused to go past a certain point then automatically submitted before we could attach any receipts or sign. Contacted Covermore and was told to contact NRMA. The NRMA contact number is a constant loop of button pushing to get through multiple menus. Got cut off multiple times. Finally got through after an hour or so. NRMA said it was a glitch in the app and emailed us a form. The form is a nightmare. You also have to print it to sign it, then scan it back in to email it back to NRMA. My daughter has also tried to do a claim online and the app crashed on her as well so not a one off incident. Would be interesting to see how many other people experience the same issue with the online claim form. I won’t be using NRMA for my insurance for any future trips.
- Destination: New Zealand
- Claim Made: Yes
- Insurance Cover For: Adult
- Type of Claim: Travel Delays/Cancellations
- Claim Date: February 2023
Great until you submit a claim – Like all NRMA policies our travel insurance policy was quick and easy to set up, make the payment and receive the relevant documentation. Our well known airline carrier cancelled our flight and put us on a flight 24 hours later. As we would miss our connecting flight we had to purchase new replacement air tickets to fly to our destination. Making a claim is done via the web. The process to submit your details is terrible. Your travel agent is also required to submit supporting documentation. The insurance company responses were poor and extremely frustrating seeking additional details and wasting time.
Our claim was denied as this policy only covers delays due to airline strikes. It does not cover operational delays.
- Insurance claim made: Yes
Hi Chris, thanks for letting us know about your recent claims experience. We are really sorry you felt the online claim lodgement was tedious. We will pass your feedback onto the IT team so they can review the online claims process to see if we can make it less frustrating. We are also sad to hear you felt the customer service was not up to scratch, we would certainly like to investigate this and would ask if you could please private message your policy number so we can send your comments through to the travel team. This is certainly not the level of service we strive for here at NRMA. Thanks again for your feedback Chris and we hope to hear from you soon. ~Kaz
Kaz - I have tried to contact you and escalated my request within the NRMA without success. No one knows you and I have had no response back from the NRMA.
Chris, please message our Facebook page at this link external link with your travel claim or policy number plus your feedback and we will be sure to pass it on for you. ~Kaz
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi Kev, thank you for taking time in leaving a review. We understand how frustrating it can be especially not being able to reach us with your concern. Admittedly, it has been absolutely busy especially as many more have decided to travel. Hopefully you can get the claim resolved as soon as possible. ~ Paul