NRMA Insurance Reviews 1,515

What a great find ..lend lease house insurance and over $200 better than others. So easy on line (discount) even for those not text savvy. Quick and done in just a few minutes. Really pleased.

The staff I dealt with were knowledgeable, helpful and friendly. While the premium isn't always the cheapest, in this case it was for my insurance needs.

I had a policy and because it got cancelled as I missed one payment, they now no longer do fortnightly and they are charging 10 more each payment and the policy price can change any day depends on the day of the month
When pushed to explain why she couldnt actually explain why

Had a new vehicle written off due to hail damage. They have new for old replacement on policy for new vehicles written off within the first 2 years of purchase. Claims incorrectly processed the claim as a finance payout when I called to advise them it should be a new for old replacement I was met with rudeness and told that they could not discuss the claim results with me. I am the policy holder as verified on the phone and therefore I should absolutely be able to ask questions to get an understanding of how they came to that decision. As it turns out it was an error on NRMA side, mistakes happen this is not what was upsetting to me. Instead of helping me they treated me like I was not entitled to ask or clarify. Spoke over the top of me constantly did not allow me to respond and then accuse me of being rude. Yes I was upset rightfully so but at no stage did I swear, yell or abuse anyone. I was advised that they only had one person who works in the New for Old claims department for qld so they would not be able to process my claim until that person returned from their Christmas holiday. Long story short it was a horrendous experience with staff who seem to think that everyone who is upset is rude when they make errors. I have lodged a formal complaint as I would like them to investigate the treatment and the information they gave me. Regardless I have made a decision to cancel my NRMA insurance...that will be my response. Aweful experience!

Forget NRMA Australia and their so called loyalty programme. I have had at least 4 continuous policies with them for over 40 years and was offered a “lifetime” no claims bonus. My wife made a claim for a minor car accident for the first time in 40-years and this year NRMA has raised our insurance by 45% quoting that “we don’t do no claims bonuses anymore, we call it something else”. That demonstrates the extent of NRMA loyalty to its customer - zero!!! I will be cancelling all 5 of my current policies with them.

I have my house, and 2 cars insured with NRMA and now wanying to insure my caravan and get cheaper quotes from elsewere even with the group discount from them. I 9nly want it insured for the 25k i paid for it but the minimum is 38k ehick makes zero sense. Anyhow i am going with either GIO or new wave insurance as they are half the cost of NRMA . This valued customer doesnt feel very valued, might take everything else to a different company also.

For me for the past years, I’m glad to choose NRMA and contented with their services.

I was with NRMA for over 10 years, and my husband for over 50. I had 2 incidents last year, 1 where someone scratched my car (I wasn't there) and one where I hit a cement pole coming from a car space. Paid $1,000 excess each time, NRMA raised my rates by $1,000. When I tried to negotiate, they offered a $50 decrease, more of an insult than a substantial value. They refused to disclose the reasons for such a substantial increase, like how much was because I made claims & how much was a general increase, etc. This excessive increase and lack of transparency were enough to make me finally walk. There are many better deals out there.

My husband & I are very disappointed that NRMA has outsourced its phone customer service off shore. We recently had an experience with the Claims Dept (not really in Australia despite the signature including an Australian address) whereby we were charged an excess which we paid; this was mysteriously refunded some months later with no explanation. Fast forward 8 months, when the bill for the excess appeared again (in our app). A phone call to an overseas Claim team explained little, including why no formal correspondence was sent out. The excess has now been paid (again), however, in an age of increasing cyber scams, one would assume a formal email from NRMA would have been more appropriate than an in-app notification.

Tried to purchase GREEN SLIP, but just came back with an error message and asked me to call them, but rather than speak to someone from an overseas call centre I went elsewhere and purchased my green slip

When I call to cancel a life insurance policy, why do you ask to reduce premiums etc? All I want to do is cancel a policy, NOT someone trying to sell me something else. This is NOT customer service, it’s pushing sales to someone who has already made up their mind.

I am writing to formally raise a complaint regarding the ongoing and unacceptable delay in processing my payment, as well as the misleading information I have repeatedly received.

On December 23rd, I was explicitly advised that the payment would be completed within five (5) days. This commitment was not honoured. Furthermore, yesterday I received a phone call in which I was assured that the payment would be made within twenty-four (24) hours. Once again, this did not occur.

These repeated failures to meet stated deadlines demonstrate a serious lack of professionalism and transparency. As a result, I feel that my funds are being unjustifiably withheld. This conduct has caused significant inconvenience and distress, and it reflects poorly on your obligations toward your insured clients.

I am extremely concerned by what appears to be a disregard for customer rights and contractual responsibilities. If this matter is not resolved immediately, I will have no alternative but to escalate this complaint to the appropriate regulatory authority and pursue all remedies available to me under Australian consumer and insurance law.

I request immediate written confirmation regarding the status of my payment and a clear timeframe for its release.

Yours sincerely,
Juan Diego Penagos Aguirre

Unable to complete online so had to phone them. Staff member was dithering, lacked knowledge and was vague. She would start a sentence then drift off into another sentence and was talking to herself about. 90 minute phone call!! Unbelievably frustrating. I had so little confidence in her ability to commence this policy. Only stayed on the phone because I have multi policies with NRMA and wanted the loyalty discounts.

We had quite unique insurance needs and NRMA proved to be competitive in terms of service , policy coverage and given both of these , price ! Was class leading

I have very little confidence or trust in NRMA insurance.

They claim to offer unlimited windscreen protection, but when I went to make a claim it was incredibly difficult and immensely challenging, whilst being a protracted process!

Despite a number of experts advising that I needed a genuine windscreen for calibration and safety, NRMA still refused, ignoring the advice and insisting on a generic part.

The international call centres cannot understand our unique cultural context, making communication fraught. On one occasion I was rudely hung up on.

Eventually, NRMA agreed to a genuine part, but this was only because their consultant hung up on me, not due to the expert advice.

After all of this, it was only $300 extra for the genuine part! Very little when you consider the overall cost of my insurance!

After many many years of my membership/customer with NRMA, I was compelled to cancel my motor vehicle insurances today, not because of Motor Claim but due to the manner and the rigmarole of my impending Home Insurance Claim since August.
It has caused so much stress and anxiety in dealings regarding this claim that I felt necessary to disassociate myself from this company and move on to other genuine providers and be stress free .I sought help from many avenues within the organisation but to little to no avail as yet.I think loyality and good service delivery does not matter to this company any more.I am going to move my other policies within the next few weeks.This decision was not taken lightly but with much reluctance due to my long standing relationship.Under such circumstances,my health and well-being is paramount and hence the separation.I hope this company lives by it's motto..HELP.Get rid of corporate greed and treat your customers with care and empathy.So long NRMA!

Please help! NRMA is a bad company!! Will put you in a bad situation, use your money and leave you alone!
The question is:
is NRMA a service that offers a lady on the phone ready to do payments for us in whatever we decide in dangerous situations on the road, or
Is NRMA a service that provides road assistance in which they make sure to put the vehicle back on the road or declare “unfixable on the spot” and ship it back home ( or to a mechanic that can fix the problem).
?
In 8 yr travelling around Au as NRMA clients we always valued and appreciate their sercice, this time things went really differently and from my understand the problem was not from the ground but from the office.
I am guessing you can’t have normal reception lady on a service like this, it’s not a caravan park reception or a motel, it is a road safety service, so I would assume the lady on the phone know a little about cars, about the market in the areas they cover and especially an understanding of theyr 3th party contractors. In fact who is responsible of this 3th party contractors??
For our prospective we got mislead and ripped off from the NRMA 3th party towing people that sent us in a spot where we can’t fix our problem. The NRMA lady on the phone as been little to no useful in all of this, and an actual NRMA worker from Alice Spring clearly state to us that this was an office mistake and that we should of never have been left to Alice as no one can fix our problem ( the diagnosis of our problem was than and communicate to office on the first day in terance creek from a computer of the 3rh party NRMA people)
The NRMA lady on the phone it’s washing her hands out of all of this, stating that it is not her problem we chose to listen to the 3th party people and she is not helping at all, she only patronise us on the phone and rudely keep reminding we run out of all the money making us feel we have done something wrong.
We are still stuck in Alice S because NRMA people, I don’t care about the 3rd party contractors affairs, IM A CLIENT, I don’t need to be responsible for who they work with!!! What a disgrace of a service… and what a disgrace of customers service! They put us in the hands of people that ripped us of ( 3000 dollar for Tennant Creeck to Alice… we could have been sent home with this money!) and sent in the wrong direction while the NRMA lady paid for us on the phone without any knowledge and care that we where getting ripped off and sent in the wrong direction…. If the NRMA worker from Alice knew the problem can’t be fixed in Alice WHY the office lady on our case didn’t knew? Do she understand the market in the areas you guys cover? Or she just work as a receptionist in a motel making payments without thinking? It’s not her job to help? She paid for us an overcharged towing and accommodation in a place with no help… it’s not her job to know where they send people???
Also NRMA worker in Alice state “ this was an office mistake you shouldn’t have NEVER been sent in Alice, this happened before they just don’t know what they are doing and don’t communicate with us properly. “
They go off random notes on the system that are incorrect, it’s like talking with kids a school on the phone and no one is helping! This is bad and they are not taking responsibility for their terrible mistakes. They will create the problem and leave you in the total shit! Please refund your mistake and bring us back home! PLEAS help!

NRMA Insurance are excellent. We have our comprehensive car insurance policy with NRMA. We recently had to make a claim due to a large stone chip on the driver’s side of the front windscreen. We contacted them on Monday 8 December 2025, about the damage. They arranged for a local contractor Instant Windscreen Repairs at Geebung to contact us that same day to arrange a home appointment to replace the damaged windscreen. They came on Wednesday 10 December 2025, as replaced the damaged windscreen within an hour. The whole process was excellent and the customer service from both NRMA and Instant Windscreens Geebung was awesome. Thank you
Nerida Kingsford
26/12/25

Provided a very easy customer satisfying experience when my vehicle was deemed a write off due to hail damage

Everyone do not use this insurance company from now on I’ve had my car crashed by this company’s Client and they wanna pay me half of my cars price and I’ve spoke to them millions of times that I cannot buy the same car at this price they are forcing me to get that low pay waste of my time and I lost my job just because I couldn’t drive from that day because I don’t have a car this company is not fair at all and they thief’s they don’t even remember to call someone for his car or for his payment unless you call them they do a horrible service too and the workers are so rude and not fully fluent with English language you cannot understand what they saying……. Everytime I call this insurance they say speak to the assessor, to put my cars price up I gave him so many examples of my cars amount and he still didn’t change anything wasting my time everyday Guys warning do not use this company‼️‼️‼️