NRMA Insurance Reviews 1,515

I was rear-ended by someone who uses this insurance at the start of December 2025 it took them until February 2026 to inspect my car. They “lost my email” a week after the crash happened (I was on a phone call to them when the email was sent and they confirmed they received it) after a month and a half of no action, my wrecked car sitting on a side street, I called my own tow truck and had it taken away to a tow yard. It wasn’t until they were being charged for it to stay there that they bothered to get it inspected. They then tried to forward the cost of the tow truck and the tow yard stay onto me because “It wasn’t within the first week of the crash”…
During all of this I was constantly ringing up and fighting with their overseas call center trying to get someone to tell me what was happening, all of them were clueless and couldn’t help me in anyway.
Do not use these people unless you want to be stuffed around for months and blamed for their screw ups.

NRMA Insurance is a criminal enterprise masquerading as a trusted Aussie icon, systematically endangering customers’ lives, breaching privacy laws, dodging regulatory obligations, and extorting premiums while delivering zero value – all under the direct watch of CEO Julie Batch, whose inaction screams complicity in this rotten culture.

My documented nightmare, backed by a hundred +page timeline of emails, mechanical reports, and admissions, unmasks their fraud: unsafe repairs, year-long vehicle seizures, hire car denials, and blatant bad faith that could kill someone. I’ve filed with ASIC, APRA, AFCA, and OAIC, CC’d media like ABC and A Current Affair – this is just the start of the exposure that’ll bury them.

Post-2024 collision, NRMA’s “approved” repairers slapped on homemade, non-compliant hacks – rattling components, misaligned doors, compromised structural integrity – which they later admitted were dangerously substandard.

They dumped this death trap back on me, forcing me to drive it unsafely until I fought back. Then, they seized my car for “inspection” and held it hostage for over 12 months, letting it rot while blaming me.

Policy-promised hire car? Yanked without warning, stranding me for work and life – pure breach of contract. Meanwhile, they hammered me with premium demands on a non-existent policy, as if billing for air is fine. This isn’t oversight; it’s deliberate negligence risking public safety.

Escalations? Their “Executive Relations” clowns like Tanis looped complaints back to Tori – the same rep who violated my no-call instructions with unsolicited, withheld-number harassment, injecting fake psych evals and distorting AFCA timelines in a gaslighting frenzy. Privacy breaches galore: unsolicited historical claim dumps without consent.

Missed AFCA deadlines? Ignored, with no accountability. I demanded Tori’s removal, senior reassignment reporting to Batch, and fixes – got deflection, vague “due course” BS, and zero from Batch despite direct CCs.

Her “regular updates” produced squat; it’s an internal protection racket shielding misconduct.

This mirrors NRMA’s rap sheet: ASIC’s multimillion fines for misleading millions on discounts, class actions for overcharges, NZ penalties for systemic lies to 269,000 customers. Trustpilot, Ajust, Facebook groups overflow with identical horrors – delayed claims, botched fixes, premium gouging, offshore incompetence.
My dossier proves it’s endemic: blame-shifting, safety lapses, customer-squeezing while regulators nap. Julie Batch’s “leadership” endorses this – her silence on my CEO-level pleas is damning evidence of governance failure.

I was very well looked after by Tenisha on our call. She was very kind and patient, carefully outlining what I needed to know. I felt that she had my interest at heart. As a senior, this was most appreciated.

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.

On the 15/11/2025 my daughter collided with an animal. As of today 16/2/2026 I am talking to an NRMA consultant who cannot even tell me where her car is (not with repairer).
I advised the consultant that I want to make a formal complaint about the lack of communication, the extended time to have the vehicle repaired and poor customer service.
I have been on the phone with NRMA for 57 minutes with still no solution to the problem.
** 48hrs and still no response or actions except the "fill out another form" below from NRMA time to contact ACFA ........**

Tge best ever

Your staff are very helpful, however some of your critical systems are hopeless!
I took out a policy on a vehicle at a shop front office one day. The following day, after realising that my existing policy expired days before the new one starts, I phoned to move the policy forward by days. No problem, I was told, but they would have to cancel the original policy and issue a new one. Again, no problem, however, even though the new policy was identical except starting 4 days earlier, the quote was significantly different (7.3%), fortunately to my benefit.
Here's where the problems began. Although the consultant was very helpful, the computer system couldn't cope with transferring the funds from the first policy to the second, then refunding me the balance. Either that, or the system was "experiencing technical difficulties ". Either way, the matter could not be resolved then and there.
The assistant very kindly offered to sort it out and ring me back the next day. This she did, however I missed the call. When I called back on the number given, the worst problem emerged. I was put through to some generic call centre, who, though trying to help, knew nothing about the matter, and could not put me in touch with the first assistant, who had sorted everything out.
This is the real problem. How is it not possible to allocate some reference number to get me back to the officer WHO RANG ME and was familiar with the matter, and who had resolved it, pending my approval.
As it was, I was on the phone for probably over an hour, mostly on hold, to get the matter resolved, though not completely satisfactorily.
My point is, create a system that allows me to get back to the SAME OFFICER, who rang me 2 minutes earlier.
It doesn't seem like that should be too difficult, and in addition to not wasting my time, your call centre officer would not have had to waste an hour of her valuable time.
Again, the problem is your systems, not your staff.
I fully expect this comment to be ignored, however I would be pleased to receive advice that a "fix" has been implemented. I'm not holding my breath!

Don't stand by their lifetime warranty on repairs guarantee, waited 10 months for the car to be re-inspected with the assessor just never showing up. Given the run around for months, wasted hours on the phone. Car was unsafe to drive following repairs, broken down due to parts not being replaced with the vehicle needing to be towed and my father stranded. Have had no option but to sell the car with a huge financial loss. Will be reporting to the ACCC and won't be insuring any future vehicles with NRMA.

Wasted an hour of my life on the chat line trying to obtain a quote for home and contents insurance.Eventually I was told to call 132132 to obtain my quote and I was amazed to be answered straight away ( which is rare these days ) by a young lady who so helpful ,caring and knowledgeable. I am 74 and can remember when this was the norm .

I went online to purchase my insurance. Within 10 minutes it was done. Very easy.

Spoke to Michael on the phone and could not be happier with the help he gave me. I did shop around many years ago but was not happy with the service I received and been back with NRMA for a fair while now with all our policies and have no intension of changing ever again.

They will make there claims decision on the basis of assumption and its really hard to communicate with them. If you will even email the details they will ask you 10-15 times again but if your will revert 1 day later they will email you stating we will close the case as you have not reverted. Please pay $5 extra and join another insurance company.

I left NRMA many years ago ,I was a gold card customer ,fir various reasons
But the service I received the other day was exceptional,friendly and went beyond to assist me
Thanks NRMA it’s nice to be back 😊

NRMA were there quick to help and made the claim process easy cannot fault their service.

When I rang, I had a young lady that was very attentive, very well informed, very patient and extremely helpful.
I saved money by returning to NRMA and having all my cars, house, caravan and trailer all in one bundle! I was honestly very impressed and it’s nice to be able to say that about an insurance company🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸🌸

I'm very happy with my policies on vehicles and a horse trailer. Very competitive pricing. Easy dealings over the phone so far. Have recommended to friend who will most likely save at least 1ķ over what she's paying until now

Easy to get on to what your after and the staff are very helpful

Great company, great insurance, great people

Zero urgency to get anything done in the claim process. Nobody enjoys dealing with claims and you hope your insurer supports and handles this for you. They make zero progress on the claim unless you call and then none again until you call weeks later. My vehicle has been with them for two months and there is no update.

Mandy at the Tuggerah branch is always on the ball and so very helpful as are her staff . I wont deal with with online or phone quotes but face to face is my preference due to proper customer service and advice. We have 9 policies with NRMA and always check competitors but return to NRMA.