NRMA Home Insurance

Speedy in approving the claim (about three weeks), but absolutely appalling execution of repairs by their third party, Midcity Group. No communication, no project management. Repairs that should have taken a month will now take four months. So bad that I have asked NRMA not to make any progress payments without consulting me as I’m not happy! I’ve been an NRMA customer for 20+ years.

I asked NRMA to review their premium as I was getting half the premium for a better package elsewhere. Nothing but patronising comments. I then cancelled the policy. Guess what they sent? A cheque - who uses cheque in 2026. My bank (Macquarie) does not accept cheques. So back to NRMA. For doing me a favour of sending my money by a safer and… Read more

quicker way, I have to request to put a stop cheque today and then I have to get back to them in 2-5 days time to request that they deign to repay my money by EFT. Thank you NRMA. I have now taken two policies out of NRMA and the rest are under review.

What price loyalty? – I recently received my renewal notice for my Home and Contents policy with NRMA. I was shocked to find that the premium quoted was 52% higher than the previous year. When I contacted NRMA for an explanation for this unprecedented increase (ie. what… Read more

had changed this year) I was told different things by 3 different people- none of the reasons being credible. I registered a complaint and was eventually told they couldn’t tell me the reason due to “commercial confidentiality”. Appalling customer “service”. I contacted GIO for a quote which was $1700 cheaper for exactly the same thing. I’ve been an NRMA customer for 37 years with 7 current policies and this is how they treat me??? NRMA used to be a trustworthy and reputable company - but they don’t deserve my custom any more.

Six years ago, there was an issue with a power pole near where I live, and it affected quite a few houses in the vicinity, including mine. It damaged my VCR, freezer, sound system, and possibly my home computer. (The VCR was the type that has a hard… Read more

drive and I had recorded programs on it which I had not yet watched and could not record again from other sources.) I "did the right thing" (so I thought) and put in a claim with NRMA Home Insurance. I was asked a lot of questions, and told that I would be contacted by Revive Disaster Recovery which is associated with NRMA Home Insurance. Two people from that company came to my house, pretended to look at the freezer, and looked at the VCR and my computer. They gave me a paper to sign, and took away my home computer and the VCR. As they were driving off, I had a sinking feeling that this wasn't right. I waited to hear from them, and in the end I had to contact them to see what was happening with my property. They said they would be returning my property to me, and a few days later I got my computer back, but not the VCR. I asked them why not, and the people who brought back my computer had no knowledge of this device. I contacted both Revive Disaster Recovery and NRMA Home Insurance a number of times by phone, and was told I would not be getting the VCR back. They said it wasn't working and they had dumped it. They also said that, as none of my property had caught fire, they would not be paying my claim. I kept contacting them, wanting my property back, because legally it was still my property and they had no right to throw it away, even though it was not working. One woman from NRMA Home Insurance even told me over the phone that it was not worth her job to send back my property. So, basically they stole my property and would not pay my claim. I am still very angry about this, and soon after that I cancelled all my insurance policies with NRMA. I don't trust them one little bit. And of course, this happened during the time of COVID so there were restrictions on travel at that time, Revive Disaster Recovery had taken my property to their Unanderra premises and I was not allowed to drive that far to take back my property.

I also made official complaint to AFCA who were very good, very sympathetic and they contacted NRMA Home Insurance on my behalf for more details on why they did what they did.

My advice to anybody reading this: Don't trust NRMA Insurance, they will rip you off, steal your property and not pay your claim.

I had a bad rain water leak during heavy rain two months ago. I woke up on a puddle of water at the corner of the bedroom. I contacted NRMA thinking I will talk to one of the claims managers. No, instead I was advised by a recorded message to use… Read more ·  2

an online service system to fill in a claim form. I didn’t have a choice but to fill in the claim form on my mobile, with deep frustration and disappointment . I submitted the form with no anticipation of a prompt response. The surprise came after an hour. An NRMA Midcity Builders contacted me that an electrician will come to the house and make safe the electrical fixtures. This was followed by an assessor from Midcity Group who came and inspected the roof , identified the source of the issue and made minor adjustment to the tiles. The following day , a roof repair team came and made safe the roof. The make safe work arranged by Midcity was unbelievable, it was done in less than 24 hrs. Midcity Group requested I seal some roof tiles and secure the roof before they start the claim repairs to the bedroom ceiling. I took time to find a roof repair company as they were all extremely busy and very expensive. At last I managed to have one . They sealed and secured the roof. I Immediately informed Midcity , a repair team came and changed the damaged part of the ceiling, painted the entire ceiling and another company came and installed new roof insulation. During the entire process, NRMA claim Manager SEL was the watchful guardian throughout the process, contacting me on almost weekly basis and coordinating with Midcity and making sure I am satisfied and happy. She also waited till the entire work done and didn’t close the claim till I informed her that I am satisfied and I consider the claim is closed. SEL you are truly a life saver. You treated me like a father, and you were like a daughter to me . Thank you SEL, you are truly great and wonderful. Having said that, I thank Paul from Midcity Group , who was also kind, respectful and caring. Who made sure that the work is done to my satisfaction, and assigned a specialised company to install the roof insulation. Paul waited my decision and that I am satisfied before closing the claim . You were truly wonderful and caring. Thank you NRMA for having great genuine caring staff members like SEL and agents like Paul in Midcity Group .

I want to thank Andrew for his assistance and explanations, his patience and clarity in updating our home insurance policy. Some items I was not completely sure about and he took the time to explain things to me and gave me options and time to think and to check my understanding. We are so very grateful. I found the same kind of human concern and clarity when I first did the online application. Show reply

If I could give Zero star I will. After 48 years with NRMA, it is time to exit. Reason: I never come across a company that NOT issue a reciept after payment. Paid Home Contents via BPay, never recieved a Reciept. It advertised as a "HELP" company - NOT true.

NRMA Very had to deal with. I was unable to log in to renew home insurance. Link takes me to a message that says an error has occurred. I Paid to renew policy by Bpay on Tuesday. I am still getting emails from NRMA to say my home insurance runs out on 11 June. Even when I tried to ring NRMA insurance. They make it so difficult to get In contact… Read more

with anyone. After selecting phone option to make a claim. I was able to get through there useless phone system. I spoke with a lady on phone who tried to help. She still cannot confirm my home insurance was renewed despite NRMA taking my money. I suggest the people responsible for NRMA website be dealt with. Imagine all the phone calls that could be saved if NRMA home insurance website was working. Since NRMA was bought out by IAG there service is terrible. I feel sorry for all the people with Negative reviews on here. If NRMA is refusing your insurance for a genuine claim or they are trying to rip you off. You can lodge a dispute with AFCA It is a free service and they will help you. https://www.afca.org.au/make-a-complaint Regards Matt

Our policy with NRMA worked really well whilst we were paying premiums for 20+ years. Unfortunately when making a claim it was an awful experience. They kept referring to the policy document but either could not or would not provide the specific reference when I pointed out I could not see the point they were referring to. NPMA were appalling and I have since removed all other policies as they come up for renewal. Show details

Attempted to change the mortgage finance company on my home insurance policy as part of a mortgage refinance. NRMA flat out absolutely refused to change the policy to list a different bank. Even once I explained that I would have to cancel my home insurance policy and 2 other policies I hold with NRMA if they couldn't change this detail, they till… Read more

refused. Very strange behaviour. My mortgage broker and my new bank both agree they've never encountered an insurance company unwilling to accommodate a change in mortgagee policy before.

After a flood from a burst water pipe, the house was covered with contaminated sewerage and waste. After numerous telephone calls on wait to NRMA. They advised me to get a quote from a builder. Obviously this was ridiculous advice as the house had to be made safe to stop more damage from contamination and mould. No answer to their claims… Read more

department or emergency numbers. I then engaged flood emergency people who worked all over Easter to get the contaminated gyprock and floor coverings out. Finally almost 2 weeks later nrma finally sent out an assessor. The claims manager, Donna was extremely unhelpful and only offered advice on what they are NOT GOING TO PAY. She sacked my guys who were amazing and then did nothing to remedy the contaminated home. Today I have made calls to NRMA assessor, NRMA builder, NRMA claims all without any response to again say they are not going to pay for the contaminated floor coverings and furniture to be removed because we didn't have contents insurance but we were paying for home building plus and it is their responsibility to make the site safe. Now the council is demanding that the biohazards be removed. I am on a single income and my husband died and now I have to deal with this very UNHELPFUL company. NRMA advertises the HELP company. FALSE ADVERTISING. They need to advertise UNHELPFUL company. Going by the many other 1 star reviews, do not insure with this company. They are slow, rude and decidedly UNHELPFUL. They have no compassion for someone who is completely overwhelmed by the situation. No one ever rings you back. Its now 2 weeks later and sewerage and mould is destroying what is left of the home. We are been with NRMA for 11 years and never made a claim.

NRMA has lost a member of 51 years. After multiple insurance policies they decided to reject our insurance claim after a massive hail storm. We had water leaking through our ceiling resulting in a damaged ceiling, light fittings, shade cloth over verandah and multiple damaged roof tiles. It took us 11 months to get any resolution on this. We had… Read more

rejections, excuses and blame shifting to us. While we understand maintenance rules, the roof was not leaking prior to the storm and had been attended to by NRMA in a previous claim. They hit us with every excuse, including “foot traffic” as a cause of damage. They also blamed us for poor maintenance for damaged tiles but we proved they were identified in a previous storm claim and supposed to be fixed at the time by NRMA. They also ignored a report provided by an experienced roofing contractor and insulted him through the process. Our roof continued to leak, so 9 months in NRMA finally sent a builder to silicon the holes (even then the roof continued to leak) but they never sent an electrician to check the damaged light fittings and make it safe. NRMA showed no duty of care to us and failed to make our property safe after the storm. After we proved them wrong with previous NRMA insurance claim paperwork, photo and video evidence, they agreed to pay out $18,000 towards the claim as they acknowledged the damage was caused by the storm. Unfortunately we had to spend another $47,000 out of our pocket to repair the damage. They decided to pay us directly as their engineer said “our house could move up to 1mm per year” and therefore they could not life-time warranty the work. 1mm per year is well within any NSW building codes and no movement was identified in the engineer’s report. The engineer also identified moisture in our roof space and damage to the gyprock ceiling in multiple rooms. That was because his inspection was 9 months after the initial storm and our roof was leaking all that time. These were just more excuses by NRMA to weasel out of their obligations. I asked NRMA are they happy to lose a customer of 51 years – and their response was silence. Do not trust them with your hard earned money.

NRMA has not been able to fix up the damage to my house after 13 months. The claim has been accepted and repairs agreed, but NRMA has not been able to start work for all this time. At the moment the claim is going backwards and I have my doubts in NRMA's ability to ever get the work done. I have had to make over 100 calls to NRMA and it has… Read more

taken up significant amounts of my time. Just getting in contact with the responsible person is difficult. You are supposedly given a direct number, but the call nearly always goes through to someone else. Then you have to listen to a minute or two of recordings about NRMA, do an ID check, then wait for them to look for the right person, and after all that they normally say bad luck not available anyway. They have trouble with their phones and sometimes you cannot get through to anyone for a day or two.

The builders assigned to the work have not been any better. You might hope builders are smart enough to see at least a few of the problems in advance, but it has not worked out that way for me. NRMA says they will get their Relationship Manager to sort out the builders, but it has not made any notiecable difference.

If you have trouble with a NRMA claim I suggest you get your escalate through their complaint process early and progress to an AFCA complaint (still slow, but at least some help). It is probably also better to ask for a settlement, but that relies on NRMA preparing a proper scope of works and they have not been able to do that for my claim after all this time, even when I have pointed out the damage they missed.

The best way to sum up NRMA is - the exact opposite of HELP. You are on your own and will have to call the builders and claim managers to get them moving on your repairs. In the end you will probably have to settle on the claim and engage a builder to do the repairs on your own anyway.

Despicable and pathetic service. The failure to respond to claims query either by email or by the designated claims manager/officer Augustine P despite calls and email. Not the experience that I ever had with my trusted and reliable NRMA -which is seriously lacking and I assume taking elderly customers/members for granted.Have to go through… Read more

several officers who promise to take note and pass on the message... just a empty promise...Can someone in the organisation consider my plight with empathy and contact me to redress the issue.I have multi policies and have been with NRMA for over 40 years and I do not need to be treated as such.NRMA slogan of Care is just a cliche now,I assume.

They took a long time to even acknowledge the claim then longer to assess the claim only to then deny the claim. Along the way if they rang me they hung up when I answered and then messaged me to call them. When I called back before a person answered I had to listen to several minutes of advertising or other messages. They call themselves a "help company" but they are anything but. Often the case " trust me" usually means you can't. Show details

ref: NRP256779648 Had a storm back about a month or so ago. My pool electric roller was blown into the pool and it no longer works. Took them a month before they came out to do a report and a week later. Last time a insurance claim it took over 6 months to do. Its pathetic. I am up for renewal in December and if they want my business get on and… Read more

do your job.

The worst thing that ever happened was when SGIO was bought by NRMA. Its been down hill ever since. SGIO was local here in WA and they got things done fast in a week or so but this mob don't care. They hang you out to the point you go bugger it I'll get it fixed myself which is what they ope you will do so they don't pay.

Stay clear of NRMA insurance.

I can't understand why Choice give them the best rating. Worst insurance company I've ever dealt with.

Very poor – Did an on line claim for my insurance and instead of getting a reply I get a survey to fill in. Not very happy about that. Try to phone them and they are always experiencing higher than usual volume calls and convinced its done on purpose so you can't get through to them yet when I wanted to join get through straight away and sign up in minutes.… Read more

When I was at Aussie seniors could always get through in minutes on the phone but as they jacked the prices up by $1000 I bailed on them. NRMA on review sites last year were saying they were number 1 to go with. I should have done a search for reviews on customer service instead which only gives them 1.7 stars out of 5.

My warranty claim is for a fusion which I paid extra for and a bore motor has failed and now my lawn is dying and they don't seem to care about me at all.

Thin I rather pay the higher price and go back to Aussie Seniors as its very easy to get into contact with them for claims unlike NRMA they are pathetic.

The worst experience of my life making a claim. They left my kids and animals living mould infested property & did nothing for months. They knew we were sick & still took ages to give us temporary accomodation but they are giving us weekly and making us great about where to go every single week & there mould repairs left mould so it’s just on going I couldn’t give them negative starts but if I could I would!!! Show details

went on their website to get a quote for house and contents. For the house of $420000 and contents of $58000 with $28000 of this is commercial storage as I haven't had a chance to move it but the website wouldn't allow me to only put in $30000 contents in the house. The quote I got was over $11000 per year, nearly $1000 per month. Who the .... can afford to pay that kind of insurance premiums

Made a claim for a lost ring. 3 weeks then nothing, then 'oh we need proof of purchase' despite sending the valuation, another week went by, 'oh we need a police report', now with a random company IVVA- who are sending constant emails asking for things that I have already provided - Stage 1-despcritions, Stage 2-quotes, Stage 3- insurer review,… Read more

stage 4 - select suppliers! For goodness sake, have the valuation, proof of purchase and the jeweller who made it is ready to remake. We are now 5 weeks in and only at stage 2! All I want is a simple process with the jeweler I trust. The process had been ridiculously drawn out and very frustrating!

We have been a loyal customer for 40 years with this company and we plan to move all our insurances with them to another company Terrible company to deal with and I do not recommend them at all The way they treated us was pathetic Be warned stay away from them There are better and cheaper companies that offer more They have became a complete… Read more

joke

Stay away from this pathetic company They treat you like a number and there is zero loyalty

Go elsewhere They are also overpriced and other companies are so much less expensive