Review Time
I have been with NRMA for over 25 years. Usually good service until now.
After colliding with a car that ran a stop sign, I booked my car into the NRMA repair hub to be inspected, assessed and hopefully repaired. I was told at the repair hub that they were not able to assist with my vehicle at that time and that their usual repairer for these vehicles was relocating, so also unavailable. (unfortunately, I was stuck with NRMA repairer option on my policy, and they have no repairer for my car). They then asked me through their portal to once again to bring my vehicle to the same repair hub for an assessment (which had already been done). They were unable to repair my vehicle at this hub and would not seek other options - impasse. The portal is useless.
Because I needed my vehicle repaired, I eventually closed my claim that NRMA was not able or was not willing to honour, and claimed on the at-fault driver's policy (also NRMA). This way I could find a repairer to actually carry out the repair that NRMA was not able/willing to do under my policy.
As soon as I did this I was then informed that the fault was now in dispute. (It wasn't in dispute under my policy, I had dash cam footage that supported my claim).
At this point I turned to legal assistance. After several months of delays from NRMA, the NRMA reviewed the footage and statements and admitted liability for the other driver (just over 10 seconds of footage took that long - so deliberately drawn out or incompetence, you decide).
The NRMA then wasted more time disputing the costs of the repair with their ultra-low unrealistic repair prices that no repair shop can match. I had independent repair assessments done that were close to my costs and still they disputed the price. But in their enthusiasm to delay and draw out the process they made errors as they had not taken any care or diligence to carefully go through the independent report.
I have recently completed the process of suing the at-fault driver for costs, it's been about 18 months.
I now have this vehicle insured through someone else who hopefully honours their policy as there was no point renewing with NRMA.
The NRMA should have stepped in and given more support to their long-standing policy holder, but instead were adversarial and delayed either deliberately or through poor communication. In the end the NRMA were of ZERO assistance.
As their policy was not honoured in the first place they should refund the cost of my worthless policy. Instead, they drive you into financial hardship with petty delaying tactics.
I tried their complaints department and they refuse to help.
This is how NRMA treats long standing members. I am gradually changing all my policies to other insurers. I suggest others take note of my experience and think seriously about whether to use NRMA as an insurer.
This review will probably be met with meaningless motherhood statements (and please contact us through facebook messenger, we're here to look like we're helping) and will not prompt any change or real action with results as NRMA doesn't care and they're not here to help.
My advice - find another insurer, even if it costs more, at least you may get your policy honoured and your vehicle repaired. Get a dash camera.
handsdown worst company i have ever dealt with, please do not use NRMA. i cannot login, they cannot fix the problem and now they wont even let me cancel my policy. I have asked them multiple times and they are still charging my account i cannot get into.
JOKE OF A COMPANY!
reported to consumer affairs , SMD!
Getting a cover note was quick and easy last time i bought a new car in 2018. This time it was 15min on phone for nrma to answer to find out you no longer have cover notes but need to take out whole pomicy on the phone when you did answer. And listening to the compulsory bloody drivel about policies, quality assurance, hardships, was never bloody ending which all added to my negative shitty annoying experience.
Cover notes were a great way to get speedy confidence of coverage ... but I suppose you would have to answer the phone quicker.
When I did get through the person I dealt with was excellent.
NRMA you have gone backward since 2018.
I am formally raising serious concerns regarding the conduct and safety standards of NRMA Insurance in handling my motor vehicle accident claim.
Following an accident impacting the right rear door and area above the rear tyre, an inspection was arranged. The inspector did not conduct any mechanical assessment, did not perform a test drive, and merely took photographs before declaring the vehicle “safe to drive.”
This conclusion was made despite clear mechanical symptoms, including steering vibration, instability, and noise from the rear wheel area. Any reasonable assessment would have required a proper mechanical inspection before declaring the vehicle roadworthy.
Over the past two weeks, I have received inconsistent and contradictory statements from NRMA representatives. Initially, I was told the inspector confirmed the vehicle was safe. When I challenged this based on the mechanical issues, I was told to obtain my own report. I was then informed that NRMA does not have mechanical inspection partners — which directly contradicts the earlier claim that the vehicle had been assessed as safe.
Declaring a potentially unsafe vehicle roadworthy without mechanical testing is negligent and raises serious duty of care concerns. If an accident had occurred as a result of mechanical failure after being advised the vehicle was safe, the liability implications would have been significant.
As a policyholder who pays premiums in good faith, I expect: • A proper mechanical assessment conducted by a qualified professional
• A written explanation of how the vehicle was deemed safe without mechanical testing
• Accountability for the misleading and inconsistent information provided
This matter will be formally escalated through internal dispute resolution and, if necessary, to the appropriate external regulatory bodies.
Vehicle safety is not a minor administrative issue — it is a matter of public safety and legal responsibility.
On 18 August 2025 I submitted a Claim to NRMA for vehicle damage sustained in a collision on 16 August 2025. I have a comprehensive car insurance policy (previously with CGU, which was taken over by NRMA). The driver of other vehicle was found legally at fault (after police investigation). Since submitting the claim I have experienced nothing but aggravation and frustration trying to obtain answers and discuss progress and detail regarding repairs. In fact, I can honestly say, my dealings with NRMA have without doubt, been the VERY WORST customer service experiences I have ever had with a large corporation. I was repeatedly directed to Phillipines Call Centres where I had to provide the same information on claim over and over again. I was never able to speak with someone and have 'normal' conversation on my claim. The damage to my vehicle required both panel and mechanical repairs. The panel repairs have just been completed, with vehicle now with a mechanic for mechanical repairs. A mechanical report has been provided to the 'assessor' who is refusing to attend on-site to discuss with the mechanic who prepared report. Rather than do this, the assessor is requesting the mechanic provide more written (unnecessary) detail for his review. This is just causing further unnecessary delay. For anyone reading this review, I would recommend in strongest possible terms to stay away from NRMA at all costs. Their customer service and management of repair process is appalling.
I have been with NRMA for roughly 32 years and one of my policies went up by $615 from last year, so i called them to see why and all they could say is we don't know why and if we want to get the price down, we need to reduce the sum insured or drop the add Ons. How can such a large company not explain the reason a policy has gone up by so much when our other 25 polices have not.
NRMA AND Sgio I am not happy with your services, especially NRMA they had my car for over a month and didn’t do any repairs on my c63 In fact all you guys did was cause more problems. I am very disappointed from the biggest to the lowest, the CEO of NRMA, Mrs with all respect but you need to check your company with a reality check or your business might lose a lot of customers & just in my opinion who do you think I should of got insurance cover with? I guess time will tell I will let you know on that one! Cheers and plz go ahead cancel my policy like iv been asking you too you wasted my Time!!
You will have to offer me a brand new c63 s Gle AMG now Mr Mercedes and Mrs NRMA ! Get in contact with me regarding this you guys have upset and left me very disappointed and unhappy with my own car I shouldn’t feel like this man aye Carolyn Darke!
I have been a member of NRMA for over 10 years. I always an honest when filling in my information in terms of vehicle use, kilometres travelled, where the vehicle is stored etc. I went to renew my policy to find by switching my gender from male to non binary saves me 25% on my premium. In the 10 years I have been a member, a 25% reduction in my premium has never been on the cards. This is all with the SAME driving history, same address, same number of claims, same everything… all a part from updating my gender.
I’m perplexed how this makes such as difference.
Yes, I understand, statistics, inclusion etc are part of what NRMA are trying to achieve but a 25% all because of identifying as Non Binary…. Why not be fair to the average person NRMA - I don’t know how I have become a safer driver by declaring I’m non binary
I am writing to formally express my dissatisfaction with the ongoing and unacceptable delay in processing my payment, along with the misleading information I have received multiple times. On December 23rd, I was clearly informed that the payment would be finalized within five (5) days. This promise was not kept. Moreover, I received a phone call yesterday assuring me that the payment would be made within twenty-four (24) hours, which did not happen again. These repeated failures to adhere to promised timelines reveal a significant lack of professionalism and transparency. Consequently, I feel that my funds are being unjustly withheld. This situation has caused considerable inconvenience and distress, reflecting poorly on your obligations to your clients. I am very worried about what seems to be a disregard for customer rights and contractual duties. If this issue is not resolved promptly, I will have no choice but to escalate this complaint to the relevant regulatory authority and seek all available remedies under consumer and insurance law. I request immediate written confirmation regarding the status of my payment and a clear timeline for its release.
Estoy dejando una reseña de una estrella debido a una experiencia muy decepcionante. El 25 de noviembre, se llevó mi coche y cometieron un error con el año del modelo: en realidad es de 2009, no de 2008. Este error solo causó más retrasos y costos adicionales mientras esperamos una solución. Ha sido increíblemente decepcionante.
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