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.
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