NRMA Insurance

My car was written off and I received a payout from another insurer. NRMA then set up a policy on this vehicle and because they had my direct debit details from house and contents insurance they automatically withdrew money from my account. This has been going on for over 4 months. When I called to try to cancel the policy that I never agreed to on a car that doesn't exist I spent over an hour on the phone before being told I need to fill out a form and attach evidence. I still haven't been able to close the policy or get my refund. Unconscionable behaviour.

I purchased a TPP policy from NRMA Insurance when the vehicle I had purchased six months prior was due for rego renewal in two weeks. As a long-time client I wanted to move over to them as the current TPP was with QBE. When I bought the policy, I was asked when I wanted the policy to start, I said on the date the rego was due, as I could see no point in having two concurrent policies for the interim two weeks.
Immediately after I hung up, I realised that if I had kept the policy with QBE I would have been eligible for a saving of $231 as a good driver premium. I immediately rang NRMA Insurance back and asked that the policy be cancelled and explained why. I assumed that I would naturally have a cooling off period, as the policy had been purchased literally minutes before.
I was told that the salesperson who sold me the policy had immediately sent the policy to Service NSW and that they could not cancel the policy, as my mechanic had forwarded the Roadworthy to Service NSW earlier in the day. Their Customer Service Department (sic) said that for me to activate my cooling off period, I would have to drive the 78 km round trip to the nearest office and hand in my plates and cancel the rego. They would then activate my cooling off period and cancel the policy.
Obviously I was pretty annoyed by their reaction and lack of concern for my rights and sent an email asking for an inquiry, which was rejected with a condescending, we can’t do anything about it, not our problem reply. I immediately emailed again and asked for the decision to be reviewed, pointing out that they had caused the problem, I was entitled to a cooling off period under the Act, and they needed to offer an acceptable solution. I suggested a one off discount to cover the $231 they had cost me. This was refused, they then offered me a $100 voucher to be sent by mail as compensation and stated that this was the end of the matter, no further correspondence will be received. This was a lie, they did not send the voucher.
During all these interactions, I felt as though I was talked down to, and treated as a nuisance that should go away. No one cared for my rights.
If you are considering using NRMA Insurance, I would recommend you do not! Check if you are eligible for a Good Driver Premium with either QBE or another provider. NRMA Insurance will not offer you one. If you have problems with the policy, they will treat you with indifference. Customer Care and Customer Support for them are just polite terms to get rid of the problem asap. They give neither Care or Support.

after a well and truly cancelled policy NRMA continued to take money from my account, upon contacting them I was given the almighty run around and told I would have to wait for a refund.
Wait for money they stole! DO NOT EVEN CONSIDER THEM, they are too expensive anyway

I found this business on Word of Mouth

We lodged a claim after our gas fireplace blew up in a storm in February 2023. NRMA asked me to organize a report from a gas fireplace technician, so I did and sent it to NRMA. After a long time waiting for a response, I followed up NRMA. The NRMA representative asked me why I got a report done and that I should not of done so, mentioned that they have to organize there own electrician, I found the representative to be rude. I obliged, I took some more time off work to meet the electrician, he spent about 5 minutes looking at the fireplace and said that he couldn’t pin point the issue and that one of the electrical components is probably damaged from the storm. After his visit I had to follow up NRMA, the representative advised me that they will now need to send another tradesman out to look at the issue. It has now been over a year without our gas fireplace working. It looks like we will be in for a cold winter! (There were also many more messages and phone calls with no progress)

I have had my home and contents insurance as well as my car insurance with NRMA for over 25 years with no claims. My 3 daughters also insured with NRMA when they left home after my recommendation. I have a 25% no claim bonus for life. Last year my premium went up by $500. Fair enough, everything has gone up. Yesterday I received my annual account and it has gone up by $1000!! I am living on a single pension, there is no way I can pay an extra $1000. I called but I got no help, no discount! Very disappointed customer! Buy buy NRMA!

Location: Canberra
Client Rom Kenneth

Been an NRMA customer for 15 yrs and now I won't be using them, they have no offices in Canberra so thought I would post this in another branch as they are all the same

8 months ago my pay by the month home /contents and car insurance was due and the payment wasn't successful. I only received a SMS Saying they tried to take payment and there were no funds in my account ( fair enough to NRMA). They will try again in 2 weeks.
Anyway fast forward 7 months and I don't have any insurance and the company didn't even send me an email,SMS or even write to me saying I'm no longer insured. Therefore for the last 7 months I have been driving my car thinking I have insurance but I haven't.
What a joke.
Don't use this insurer they are just rip off merchants. They used to be excellent about 10 years ago and now it's just a cash grab. I am now moving all my insurance products including CTP to someone else. I work in an industry where I get to recommend insurance companies. Obviously I won't be recommending NRMA . So tough luck to them . NRMA OBVIOUSLY MESSED WITH THE WRONG PERSON THIS TIME

Called for a key problem but sent a machine. Refused to send a locksmith. Mechanic said he going to call a locksmith for me but didn’t and have me waiting for 4 hours. Keep asking me to tow my car to the mechanic but the mechanic doesn’t even know what’s wrong with it… what bull shit…

If I could give no stars I would. NRMA is staffed by the biggest clowns in the world who have no idea how to do their job. The make up lies, don’t do what they say they are going to do and make you run in circles trying to make sense of what the hell they are up to. They are all about the ‘sorry’ but don’t actually do anything about their horrible customer service. What a joke! Don’t insure with these idiots.

CANCELLING MY POLICY FOR BEING MISTREATED BY YOUR TEAM MEMBER ON A PHONE CALL TODAY

PLUS BEING NOT GIVEN THE DISCOUNT PROMISED ON THE FEDERAL COURT SCANDAL

PLUS POLICY BEING CANCELED BY YOU GUYS WHEN I SOLD MY PREVIOUS CAR BUT RENEWED MY POLICY ONTO THE NEW CAR I BOUGHT

YOU GUYS LOST A LOYAL 9 years CLIENT
AND WILL HAVE A TERRIBLE WORD OF MOUTH REVIEW

Client services and Technical Advisors do not follow process deliberately to mislead clients.

The worst customer service ever I have experienced.

I have to pay for someone’s car repair bill out of pocket because my car was not insured at the time of the accident.

Before settling with NRMA with the amount which I can afford to pay, their Recoveries crew had transferred my case to the recovery agent (simply because I only gave them the assessment report after 14 days and their policy requires you to pay within 14 days.) This has made the process a lot complicated and drained me mentally.

There’s no consideration during the communication with the customer service. They don’t care about your financial hardship nor the amount is reasonable, and all they care is if they follow their own “term”.

Purchased $1500 (Cost $1440) of gift vouchers, they were emailed but did not work.

Tried to call Club Connect, their line went to a messagebank that hangs up on you. Emailed, to say why can i not call then all of a sudden the phone line was open.
They said they would contact supplier and be in contact. They were not. I called again, the phone line was not taking calls, I emailed and then called and called again, finally someone answered and advised it may take 24 hours. I advised i didnt have 24hrs to wait for my money back and after a heated discussion they refunded the money. ($1440 can be a lot of money for someone to loose for a couple of days)
Then 2 days later they retook the money without authorisation. I tried to call , couldn't get through yet again (and its not that its busy it gives you a voice message and asks you to leave a message but before you can it hangs up on you)

So now Ive had to buy the vouchers elsewhere with the funds i had allocated for them and then NRMA/Club Connect 2 days after the refund took $1440 of my money again which was for rent and bills.

When i called they were not very worried all they did was send an email to the bank asking them to release the funds which did nothing. The bank didnt have the funds they did.

I called the bank they said that NRMA/Club connect would need to release the funds, but i could not get hold of anyone who would. I emailed and emailed and emailed only to be ignored.

So currently I am $1440 down. I am not sure who will pay my bills this week or how I am going to call the real estate and say i cannot pay rent because NRMA wont give me my money back??

My advice if you have kids and a family do not use these guys for your holiday bookings as you may end up with them taking a large sum of money and then no accountability to help you get it back.

I am now relying on the bank who say it could take 3 to 45 days to get it back.

Approximate cost: $1440

NRMA would have to be the worst insurers I've ever dealt with. 6 weeks since I made my claim, they've approved it, but I still have to jump through a few more hoops and wait a few more days before I get the money. It took 9 days after the initial claim and submission of a repair quote for them to tell me they wanted their own assessor to come out, and only found out after I rang them asking what was taking so long. Almost every communication has been me ringing them. I asked them to remove someone from the account, instead, they started addressing emails to that person rather than me. When this current claim is finally resolved, I'll be changing insurers, and will not recommend them to anyone. Only giving 1 star as I can't give 0 or minus stars

Where is the $100. Refund that I overpaid the NRMA for roadside assistance. They have NOT yet refunded me and I have spent hours on the phone to various consultants who appear unable to help, trying to retrieve my money. I have been with this roadside company for 41 years ….where is their loyalty ?????????

They actually surprised me at how consistently incompetent they were! Disappointment after disappointment, lies and unfamiliar with Australia.

Claims are in Phillipines and they just don’t understand anything out of the ordinary.

join road assist on the spot but didn’t fix my car. not happy

Approximate cost: $400

call centres are over seas, nothing in Australia
they are script readers & can not move outside the script
They are expensive & have no idea about making a sound decision - disappointed severely

Terrible experience DO NOT use NRMA! Owed refund from them 2 weeks ago and still don’t have the money. Account is overdrawn. Promised a refund still haven’t received it. Terrible service!!!

I have only used my Nrma breakdown on 2 occasions both times was given poor service on Saturday car broke down rang was told it would be 90 minutes 60 minutes later was msg it would be 20 minutes more then was called to say baby was locked in a car my service was sent there fair enough then I was hung up on before being told expected time 30 minutes later was msg to say it would be 50min longer had to move car as i was in a service station at a cost $350 great service

My elderly father got stuck far from home in the rain needing a tow. I called nrma to help as I have a policy but my dad doesn’t have road side assistance and they did a one off tow for him to help out for free under my policy. I have all my policies with nrma. They are just good normal community people who understand what help looks like in real terms.

Building insurance claim delays

My property got flooded nearly four weeks ago causing 8 people to become basically homeless if you don’t include couch surfing
I have had the insurers loss adjuster trying to lower the claim and deny obvious flood damage a few weeks ago Nd have still had no result or action while people’s lives are put on hold

I emailed nine days ago asking that they expedite the claim and stop avoiding there responsibilities, I have been ignored they couldn’t d bothered replying,

Does anyone have advise on how to deal with this company who try to avoid their obligation

Have required assistance for NRMA on two occasions. First time. No great problem, beyond waiting an an hour for the tech to show up for a jump start. The second. Much less satisfactory. Several calls taken by their answering machine. The emergency number, in the email they sent, not active. An email to the the address given in their answer machine. No response. When finally got through to a real person. Told i'd be called back in a couple of minutes. After waiting another 30 minutes, called again...called answered by...answer machine. Might be cheap option, but definitely not a service I would renew, let alone recommend.

One star given for the single time they did what they've been paid to do.

My advice...look at alternatives.

impossible to get anything sorted with this company. They take forever to answer the phone and when they do they dont know how to help.

I used to be a NRMA member prior to getting married and while living at home with my parents.

When I bought my first car I toke on NRMA membership for it without any dramas, customer service is always up to standard.

Unfortunately after making modifications to my car back then -lowering, a massive sound system, tinted windows & bigger tyres I was no longer able to continue my membership with NRMA.

I did use their road side assistance a few times and they were great, I also had some NRMA batteries x 2 put into my car but unfortunately they didn't last that long which I had to replace them. I haven't used their batteries since, my dad has had 2 in his cars, and found them not the greatest either.

However for the 3 years I was with them, they did provide me with exceptional service.

I recently called to change some details before I was to pay for pink slip and other insurance. I wasn't on hold for long which is wonderful and the person I talked to was friendly, helpful and professional. She made the changes I asked for and suggested some things to save me some money.
I keep using NRMA because they seem to offer the cheapest prices.
I've been happy with the roadside assistance they have provided in the past.

I have been with NRMA motoring ever since I learnt to drive and fortunately had never had to use them for road side assistance until last yr when my car wouldn't start outside my son's childcare centre!

Rang them up and they were here within 30minutes. The patrolman was fantastic - jump starting the car for me and even offering to follow me home to ensure I made it home safely! He made me feel relaxed and reassured me the whole time!

Membership with NRMA is priceless , they do offer different membership packages with towing inclusions as well. For peace of mind and everyday travel and rd usage I recommend signing up with them and letting them help you when in need! Can't recommend them enough!

No fuss hassle free. Very helpful and friendly. Was made to feel like a person not just a number. Have only been with NRMA for a short time. We recommend to everyone.

I have owned the same old car for many years and it is an old Jeep that has been restored . It does not get driven everyday and i thought after years of having it insured through just cars comprehensively i would save a few dollars and just insure it for 3rd party fire and theft. I got a quote and agreed to it, the next day I was talking to them on the phone and for interest sake I asked what the premium would ve been for full cover and they told me that it was about the same price. I nearly fell over , but thanked them, cancelled my policy and re insured it comprehensively.

I have been with NRMA for years now since my first car. They have been a great help whenever any of them have stopped and needed fixing they are fantastic. If you need a tow to a workshop they can take you to the nearest repairer or anywhere you like for a small fee. I always ask to be towed to AJ CRAIG Mechanical services at Kirrawee. They do a great job and have a good workshop for tow truck access

Price was lower then other insurance companies for my daughter. But when the policy came exess was three times the other insurance company she was previously with

Approximate cost: $750