NRMA Insurance Reviews 1,515

I rang this morning and spoke to a chap named Lucas's.
Absolutely worst customer service.
I was after a quote on comprehensive car insurance, after 18 minutes of fudging around I asked if there was a problem. He hung up on me...
Nrma has really dropped the ball on this one. I Insured the vehicles with another company.

I’ve been with NRMA for nearly 30 years. My last few calls to NRMA were answered very quickly, which I really appreciated. It was also great to speak to a real person rather than being stuck in long automated systems.

The agent who helped me (Bernie) was outstanding. They handled a fairly complex situation involving multiple properties and policy details with calm professionalism and clear guidance, which made the whole process much easier.

I also found the combination of being able to start things online and then finalise details with an agent over the phone extremely helpful. The mix of digital tools and good human support made everything straightforward.

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 - Why help now publicly when they couldn't be bothered to help privately) 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.

We have been with NRMA for 25 years, and now we are taking our business else where. NRMA are totally not with their customers anymore, we gave them many many loyal years and they are losing 8 premiums from us. Bye!

I really don’t know why I stray from NRMA. Their rates are on par with everyone else’s but the difference with these guys is that I can actually talk to someone about what I need and they work out the details for me. The whole process is quick and easy. I now have 2 cars and a boat insured with NRMA and I’m not going anywhere else. The recent 2 policies I took out were actually cheaper than the company I was using. In the words of Molly Meldrum, do yourself a favour and go with these guys.

I have so much frustration with NRMA Insurance everything they were supposed to do Didn’t do In fact they done more damages to my car then what it was I paid $2200 for a service at Mercedes in Bentley right before NRMA insurance came and picked my car up for repairs so I know the car should of been in mint condition it shouldn’t have any oil leaks or coolant so this is what I am dealing with now.

Honestly very disappointed in your behaviour both of the 2 companies Mercedes in Bentley and once again NRMA.

And please do your self a favour and don’t bother replying back because I already know what you going to say “promptly this promptly that “ and you would say oh please refer to our Facebook page ect 👎 No good very Naughty !

I would rate them zero if I could. NEVER AGAIN will I use them

Was told no hire car on policy only to be told 8 days later, oh sorry you actually did

Was told hire car could be extended, then it couldn't be. Corporate rates they said I would get did not work, I ended up paying a small fortune to rent a car

All along this process they constantly rang me to do their work-asking me to ring the police as they could not get through, not calculating any of my items stolen correctly-had to send over and over, asking me about car details which they already had in the insurance document.

Half the time speaking to Indian call centre

This is only a snippet of what it was like. I will be going back to Budget. I actually cannot believe NRMA are so expensive as their customer service is horrific. you have been warned!

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!

I’ll just start by saying my partner has been with NRMA for 20 years, we pay $371 a month for our comprehensive insurance policies between our cars but unfortunately we will be cancelling our policies. My partner has made claims previously but never required a loan car until our most recent claim for a not at fault accident. I bought a brand new medium SUV mid Jan and unfortunately a young girl on her phone has run up the back of me already whilst stationary at traffic lights. Making the claim was easy enough although the consultant couldn’t answer basic questions about my ceramic coating. She chose a repairer close to my home in the Hunter Valley which was fine. Told me to call back once it was booked for repairs to organise the hire car and ask the next consultant about the ceramic coating. I did all of that amd was asked what time I’d like to pick up the hire car. I chose 9am as she said it would be the closest to my home. I was put on hold then was told it was booked with an unknown car and there was no other places I could get a hire car from except for Newcastle. A 45 minute drive not considering traffic. NRMA apparently can’t see the vehicles they are booking so I had to call AVIS myself. They informed me a Suzuki Swift was booked but couldn’t even confirm if it was 2 or 4 door. The reason I have a medium SUV is I have a rear facing 1 year old and 2 preteens plus a 6 foot 3 partner. I was told to ring NRMA back. When I did they told me there “was no bigger cars available” (which was confirmed by AVIS was a blatant lie). I told NRMA we would need to cancel the repairs and wait for a larger car to become available and explained that hire car was useless to me as it couldn’t accommodate my family so would be the same as not having a car at all. They then said there was a car available that was “similar to a sportage” but again couldn’t tell me what car they booked. I had to ring AVIS back and it was a tiny Toyota hatch which has no boot for my pram and again will not fit my family. I had spent all morning making phone calls to organise the repairs and going back & forth between NRMA & AVIS whilst wrestling my 1 year old so my partner rang. After saying that we were going to cancel he managed to get a medium sized SUV sorted but it was from Newcastle Airport. In the meantime before I knew he was going to ring I had sent an email explaining my frustration. The response was that they had fixed my concerns with my partner and my “preferred make & model hire car” was sorted. Clearly, they didn’t listen to us as it was never about a preferred male & model and I found it very condescending. That size was a requirement due to our needs as a family not my preference. Why would I waste my entire day trying to get a car size I just “preferred”. I pay comprehensive insurance on a medium sized SUV but apparently need to accept the smallest vehicle on the market to save NRMA money even though as it’s a not at fault accident NRMA won’t even be of pocket anyway. NRMA don’t seem to care that I would need to take my vehicle to the repairer 20 minutes from my house and then a 45 minute drive each way to get the hire car with my 1 year old even when the accident wasn’t my fault. Their solution was for pay for an Uber for my partner each way to the airport from the Hunter Valley (45mins-60 minutes in traffic each way) as long as it wasn’t over $150 each way. Which makes no logical sense when there are definitely hire car companies in the Hunter Valley. I was then explaining my terrible experience with a friend who also is going through a not at fault accident with NRMA and they also tried to make her travel to Newcastle from the Hunter Valley to collect a hire car but she refused so they let her pick up a car from Beresfield 15 minutes away from my home! We were never given that option we again were lied to and told there was no other option. If they cannot service customers outside of Newcastle they should not allow you to pay them money. They lied to us, they made us call multiple times to find out what cars they were booking and didn’t give any other option for a hire car outside of Newcastle. I have had a not at fault accident with another insurance company and the ONLY thing I needed to do was drop off/pick up my vehicle and my hire car which were 10 minutes distance from each other by the representative. I didn’t have to chase anyone or make multiple phone calls. Everything was done for me and I was provided a loan car in the same class as my vehicle I was paying insurance for. They couldn’t have been more helpful AND they are cheaper. The only reason I even changed to NRMA was because of my partners policy. I would never recommend NRMA to anyone and the more people I speak to the more I realise no one I know has had positive experiences with NRMA. As soon as this claim is finalised we’re cancelling. Save yourselves the money and go with an insurance company that cares about you

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.

Can Someone PLEASE CONTACT Me I CANNOT Log In Because Yous Changed my Name and Email

Kangaroo hit my car 7th Aug 25. Car was not drivable. Repair just finished January 26.
Been with NRMA 40 years they couldnt give a rats arse.
Just insured my caravan with Youi instead of NRMA

I had only been with them for a few months when my car had to be written off. I was worried the lack of membership time would affect my claim but they were amazing. From lodging claim, through inspection, and resolution, was 12 days! I received the insured amout less excess with no issues and everyone was kind and informative.

Another 5 star review since I just moved my car insurance over to NRMA after purchasing a home and contents policy. Once again great service and a good price.

So today, I get this friendly little alert from NRMA about my home insurance renewal. No big deal, I think—I'll just jump online and get it sorted. I’ve got four insurance products with them, so pretty straightforward, right? Well… not quite.
As I’m checking my policies, I suddenly spot something bizarre. One of my comprehensive car insurance policies is still active—for a car I sold eight months ago. Eight. Months. Ago. Apparently, I’ve been generously insuring someone else’s ride all this time. Bravo, me!
So, I call their support, explain the situation calmly, and ask for a cancellation and, you know, maybe a full refund for the time I was protecting a stranger’s car. Their response? “Oh, you auto-renewed because your auto-debit was active. That counts as your consent.” And the best part—they can only refund me for 51 days. Fifty-one.
I ask, “So, I’ve basically been paying insurance for a car that doesn’t even belong to me?” And they go, “Prove it—or we assume you’re lying.” Seriously? After a decade as a customer?
I try to stay polite and mention, “Hey, I’ve got three other insurance policies with you, I’m just talking about this one.” The support agent responds with the warmth of a brick wall and the tone of someone doing me a huge favour by even staying on the call.
At that point, I’m done. I say, “You know what? Just cancel everything. All four policies. I’m out.” And guess what? She says, “More than happy to,” and cancels everything in under two minutes.
I sat there thinking—is this really how businesses operate now? A decade-long customer, wiped off the books faster than a spam email. Unreal.

Had great experiences with NRMA roadside assistance and telephone staff every time BUT

More than 20% policy price increases year on year for comprehensive car insurance is a joke.

What happened to price increases remaining online with CPI???

Iff every business did the same, GOD help Australia! We’d all be homeless.

This is inspire if adding 2 additional policies, maintaining zero claim history and the car’s depreciation value. WHY?

This is unethical. Will look to change next time.

It is great to know NRMA are in my corner

Great organization and helpful customer service and support