NRMA Car Insurance - Third Party Property Damage
- nrma.com.au
- ✓ Verified company
41 reviews · Statistics
- <1 week (1)
- 2-4 weeks (3)
- 1-2 months (3)
- 3+ months (7)
Reviews
Worst customer service ever experienced
Car Insurance - Third Party Property DamageAfter three and half month of the accident still I have not received the damage to repair my car. During this period I had to make more than ten calls and spent so much time for each calls for the claim and assessing.
Like most other customers after having multiple insurance with NRMA they don't seems to value their customers at all. NRMA known to be a reputed company but it is now seems to be one of the worst.
There is no point of apologising to customers for any inconvenience they have experienced from your bad service, take actions to provide better service for the money you charge.
I am not using facebook but you have my other contact details to reach me. Your company is not responding to the mail I have sent.
All the details can be found through Claim number NRA 235112867 .
Hi Banjee,
I understand. Thank you for informing that you do not have access to Facebook. As an alternative, I have referred your review over to our claims team who will investigate this for you. I ha
... Read moreve also placed a request for you to be contacted to discuss your concerns. Please do allow 3 business days for our claims team to reach out. Thank you kindly for your patience while we look into your enquiry. ~Max
A Philippines call centre are you joking
Car Insurance - Third Party Property DamageThought I would check my nrma policies for everything discovered my third party insurance was not listed in the login portal. I Have an up to date certificate due 24.Rang them and was put thru to the Philippines. Big mistake .They had no idea what to do the idiotic woman ask me to login said I was logged in and said I was locked out for an hour so she couldn't do anything to update my details. This company is getting progressively worse. Have been with these people for over 20 years but that is about to come to an end. Disgraceful how this company has become. No more recommendations from me.
Show detailsHi Makka, thank you for taking the time to share this review with us. We certainly appreciate your over 20 years of loyalty, so it is very disappointing to hear about your experience and that this has
... Read more put you off our company. We do have call centres in Sydney, Melbourne, Brisbane, Adelaide and Perth as well as a team in the Philippines to assist us during peak periods. It may have been the time of day or when you called which resulted in it being routed overseas, however you should still receive a high level of service no matter who picks up your call. I sincerely apologise that this was not the case, and hope that we can restore your faith in us. If you are still experiencing this issue with your online account, you can reach me personally on our Facebook page; https://www.facebook.com/nrmainsurance. Please send us a private message and we will be glad to help you further. ~ Zac
Never insure with NRMA
Car Insurance - Third Party Property DamageNo personal care for customers. They are not willing to negotiate or understand perspective. Seems they moved their call centre overseas and they have no idea how to deal with issues. Going around in circles. Most disappointing.
Show detailsHi Mel. It's disappointing to know that your experience with our customer service didn't meet your expectations and that you encountered challenges in communication and issue resolution. Your feedback
... Read more is crucial in highlighting areas for improvement. If you feel the need to discuss this further with us, please reach out to us via private message on our Facebook page; https://www.facebook.com/nrmainsurance. Hope you have a good day! ~ Checo
Don’t buy from this insurance
Car Insurance - Third Party Property DamageThis insurance is just a rip off, make sure you don’t buy from this insurance. Don’t need to go to detail, just don’t buy from them.
Show detailsHi Matin, we are sorry to hear you feel this way. Although we are not usually the cheapest option, NRMA Insurance has been named brand of the year in insurance for 2022, plus we have been helping Aust
... Read moreralians for over 95 years. This means that when you choose NRMA Insurance, you know you’ll be in safe hands. We would be more than happy to look into your policy for you, if you would like to do this please send us a private message on Facebook https://www.facebook.com/nrmainsurance. ~ Zac
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Anti competitive
Car Insurance - Third Party Property DamageAfter calling the claims department I was offered two names of repairers near me; Repair Hub and Motorserve. On arriving for the assessment it turns out that they are one and the same. My car had been hit by another car that had rolled down a hill and had pushed my parked car forward about two feet. Their assessment was done with my car in their driveway with no attempt to put it on a hoist to properly inspect. When I returned home I called nrma to request a second quote. I was told that a senior assessor would call me to discuss it. A coupl
... Read moree of days later I received the call; but it turned out to be the very same assessor from Motorserve, who was obviously not very happy at my request. Today I collected my " repaired " vehicle and Motorserve refused to give me a copy of any repairs completed. My car was parked in the pouring rain so there's no way I can look at their work properly. Nearly twenty years as a customer and this is the treatment offered. There's either collusion or anti competitive behaviour happening here, and it's the customers being shafted.Hi Mark,
Thank you for reaching out to us. It is disappointing to hear about your experience with your claims and the repairs. We would like to further look into this. Can you please send us a private
IRRESPONSIBLE NRMA
Car Insurance - Third Party Property DamageIn 2022, on December 10th, I bought a second-hand Audi Q5 car from a private individual. Before purchasing the car, I conducted a PPSR vehicle history check, which did not show any write-off records. However, on May 25th, while driving on the road, I was pulled over by the police officer, who informed me that my car's registration had been canceled. I was completely puzzled and had no idea what had happened. I told police officer I still had 13 points on my license, but the police said it was unrelated and informed me that my car had been writt
... Read moreen off. He advised me to urgently go to Service NSW to handle the matter. Then I went to Service NSW to verify the car's history and there was no traffic accidents since I own this car. The car was functioning normally. However, the system investigation revealed that the car had been written off by the insurance company NRMA on May 19th 2023. I then contacted NRMA, and discovered that the car had been involved in an unrepairable written-off accident in 2021. During this two years, and NRMA didn't process this write off!!!!! How's come??? TWO YEARS!!!!!!!!!!!!!! Before the written off, the NRMA didn’t check the current ownership of this car, just write off my car straight away!!!!!!!!!! And this previous owner who did this sort of fraud just sold this car to someone and took the write off insurance money. How this happened???????!!!!!!!!! I will tell everyone that I know, DO NOT GO TO NRMA insurance, they are JUST IRRESPONSIBLE!!!Hi Fiona, thank you for taking time in leaving a review. A vehicle is declared a ‘write off’ when it is so badly damaged that it is not safe or economical to repair. For these vehicles, registration i
... Read mores cancelled, and vehicles that meet a certain criteria are recorded on the Written Off Vehicle Register (WOVR). The WOVR is a national initiative that requires businesses who assess, buy, sell or repair written-off vehicles, such as insurance companies or wreckers, to notify the appropriate authority when they write off a vehicle for it to be recorded on the WOVR (publicly available). If you're planning to buy a vehicle, you can check if it's been written-off it is advisable to you check your State's motor registry first. ~ PaulHi Pual, did you read my review, I did PPSR( personal property securities register) check, NO WRITE OFF RECORD!!! The accident was happened in 2021, I purchased this car at the end of 2022, how could the car be written off by NRMA in 2023!!!
Hi Fiona, I am unable to confirm the process of the WOVR as we do not have claims consultants to advise. However, you may wish to lodge a formal complaint.
You can read about our complaints process at this link https://go.nrma.com.au/2C1gTqv ~ Paul
3rd party property damage slow payment
Car Insurance - Third Party Property DamageMy vehicle, a trailer was damaged by a driver insured by NRMA 2 months ago, it took me a month to track down the responsible driver.
I arranged to have my trailer assessed at great difficulty and quote was emailed to NRMA with the claim number by the repairer (who happens to be one of their preferred repairers)nearly a month ago.
After numerous follow up phone calls I am met with countless lies and run arounds.
Funny thing is that I’ve been an NRMA customer for about 20 years and have home insurance and a fair few cars comprehensively insure
Hi James, thank you for reaching out. We do value your 20 years of loyalty with us, so it is disappointing to hear that we have let you down on this occasion. I would be interested in following this u
... Read morep for you, we can arrange for the claims team to give you a call. Can you please send us a private message on Facebook with your claim number and contact details? ~ Zac
Terrible Service
Car Insurance - Third Party Property DamageUPDATE 17/07. They never respond to emails and it’s hard to get anyone on the phone. I’ve had my car written off since December and it’s now March and I’m still driving a damaged car. No updates or responses. They asked for all the details, I provided them then silence.
So as of July I still have not received my payout. I’ve been told two times that I should see the money in my account in 5-7 business days. It’s now been months. They tell me they have tried to contact me and I told them I do not answer private numbers and if they have attempted to call me why do they not leave voicemails? Also if they have tried so hard to contact me, why do they not respond to my endless emails?
This is a joke to them and I’m fed up. NRMA is a scam.
Show detailsHi Chelsea,
Thank you for reaching out to us. We are sorry to hear about the delays over the phone. Due to the recent weather events, we are experiencing a high volume of calls. Can I please get you t
Hi Chelsea,
Can you please send us a private message on https://www.facebook.com/nrmainsurance/ for us to further assist you? ~ Cindy
NRMA!
Car Insurance - Third Party Property DamageIt used to be you could trust this mob! But not now I was clearly not at fault and they tried to get me to pay excess of $850 I mean this mob has lost its marbles -will be withdrawing all my services After 20yrs
Show detailsHi there, we are sorry to hear you are unhappy with your claims experience. You can read about our complaints process at this link https://go.nrma.com.au/2C1gTqv. The first step in our complaints proc
... Read moreess is to speak to the manager and ask for a review. If you are unhappy with the outcome your next avenue of complaint is our customer relations team. If you are unhappy with their decision then you can apply to AFCA for an external review, all of the contact details are listed at the link above. ~KazFind out how NRMA Car Insurance - Third Party Property Damage compares to other Car Insurance
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Phone enquiry 'run around'
Car Insurance - Third Party Property DamageNRMA phone Customer Service Representatives were condescending and abrupt, dealing with me and my single enquiry. "This is the wrong department, hold on and I will transfer you," 4 times, the fifth time, proved to be the 'disconnect this call' department.
Wasted 45 minutes of my ever shortening life being a bother for NRMA so called Specialists.
My enquiry unanswered, my 26years being an NRMA member ignored.
Shameful apathy and indifference NRMA staff.
Show detailsHi Caitlin, thank you for taking the time to leave your review. It certainly doesn't sound like your experience was up to the high expectation that we set for our customers to have, and we are truly s
... Read moreorry to hear what has happened. We are happy to help with providing feedback directly to management regarding this experience for you so that we can ensure that the appropriate action is taken. We would also appreciate the opportunity to help turn your experience around, would you be able to send our team a PM via this link here with some further details so that we have a better understanding on how we can help?
Absolutely avoid! Criminal financial agency at its worst.
Car Insurance - Third Party Property DamageI’ve been waiting 7 months to get my car repaired. Was initially knocked back, I escalated it, waited a few months, eventually had the decision reversed at level 2. Level 1 contacted me to get my car repaired; sent me instructions to do so and how. They said they’d call back in a week telling me which place they’ve assigned me. I asked for a email in writing saying I’m not at fault and am covered, which they sent me. Got an email a month after waiting being told my case has been closed and they cannot help me. I told them about the email and th
... Read moreey said they made a mistake and they cannot help me, I’m not covered. This is extremely unethical and unprofessional (if not illegal) a behaviour from a financial firm and I will be taking this to AFCA, APRA, and any news channel that will listen. 7 months of waiting, told I’d be covered in writing, and then saying they made a mistake and bad luck to me. Sounds like a slam dunk for my lawyer. Stay away from NRMA at all costs, what an absolutely disgusting company. Multiple times I’ve been told my issue was escalated and I’d be called back, and have been told by others that no such escalation took place and that operator was wrong. Henderson, you’re the worst employee I’ve ever encountered and I truly feel my heart rate increase when I hear your name at this point. I’ll be taking this to court obviously. 20+ hours of time calling them, loss of car use, damages to quality of life, stress and anxiety, etc.Hi Daniel, thanks for sharing your feedback. We are sorry to hear that your experience with your claim was not up to expectation and can understand that you are frustrated. Unfortunately, it is diffic
... Read moreult for us to comment without knowing the full details of your policy and your claim, nevertheless we appreciate you bringing this to our attention. If you are unhappy with their decision, you can then escalate your complaint to our Customer Relations team for review. You can read more about our complaints process at this link here: https://go.nrma.com.au/2C1gTqv If you are unhappy with the decision by our Customer Relations team, then you can apply to AFCA for an external review, all of their contact details are listed in the link provided to you just above. Hopefully this way, the issue will be resolved for you. ~ PaulI have lodged complaints everywhere. I’m just doing my part to help others avoid your horrible company and avoid the same trouble I’ve been through. 7 months, 20+ hours on the phone, 8 call backs, all
... Read more to be told I’m not covered, then I’m covered, and finally, sorry we made a mistake, you’re not covered. Truly hope you’re fined by the end of this, absolutely criminal.Good to hear you have taken this further Daniel, please keep us updated on the outcome of your external review. ~Kaz
If I can give -10 i would
Car Insurance - Third Party Property Damageaboslutelly shocking company.. 3 months still waiting to get my car fixed after been run into by a their at faulty driver, which they found at faulty but now are no able to finalise the claim as their driver won't admit fault even thought they have video and evidence of their fault... useless useless
Show details
Hi Zlatko, thanks for sharing your feedback. We are sorry to hear that you are experiencing a delay with your claim.
We would love the opportunity to get a better understanding of what has happened, w
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They keep changing the reason it is being delayed
Car Insurance - Third Party Property DamageYou only know how good an insurance company is when it comes time to claim, after this experience, I will never use NRMA. I was in an accident, they were at fault and NRMA are making it quite obvious that they don't want to pay out as I'm not their client and the don't make any money off me. Every conversation is a different reason for the delay. Today was particularly bad the man on the phone talking over the top of me and being very rude. Told me what the notes on the file said the previous conversation was about. I told him that this was not discussed and suggested that he go back and listen to the recording. He came back very sheepish admitting the notes did not match the conversation.
Show detailsHi Sarah, thanks for sharing your feedback. We are sorry to hear that your experience with your claim was not up to expectation and can understand that you are frustrated.
Unfortunately it is difficul
Already have a complaint with your customer services dept I dont need a 3rd department that will do nothing and I will need to chase up. Conversation to day "we sent you an email yesterday" "I never g
... Read moreot an email yesterday" "you will have to reply to the email we sent you" "how can I reply to an email I didn't get?" "Do you not have access to your emails?" He went away and worked out that they didnt send me an email and actually sent it to the repair shop.Glad to hear you have already lodged a complaint Sarah and don't want our help. We hope your issues are resolved as quickly as possible. ~Kaz
Incompetent and negligent
Car Insurance - Third Party Property DamageBeen with NRMA for 15 years. Finally had an accident, where someone did a hit and run on my car. They have no investment in claims and complaints. All their money is it adds and getting you in the door. Better off going with a cheaper provider. Not worth the hedache!!
Show detailsHi Hannah, thank you for sharing your frustrations. We are sorry to hear about your experience. Due to this unprecedented event, delays maybe experienced however we are trying our best to get to every
... Read moreone's claims asap. To save you needing to be on the phone you can also speak to a claims consultant via webchat here https://go.nrma.com.au/MotorClaimsWebChat. They are available 8am to 8pm AEDT- 7 days a week. You are also welcome to lodge a complaint following the steps in this link https://www.nrma.com.au/complaints-resolutions. ~ Rick
NRMA has been terrible to deal with
Car Insurance - Third Party Property DamageNRMA has been so unpleasant to deal with. There is no specific case person dealing with the case and every time you’ll have to repeat the specifics to each person on the line.
Every time I call, I’ll have to wait on hold for at least 30mins, only for them to transfer you and you’ll have to wait on hold again for another 20mins. Once, the lady said she’ll get the claim specialist to call me back later. I asked how long, around an hour? She said yeah. An hour went by, I called NRMA and they said “sorry the claim specialist department is closed now”
I can’t go to work and have to sit around all day trying to ring NRMA and it’s been so difficult to follow up on anything.
Show detailsHi Fion, thank you for taking time in leaving a review. I am sorry to hear that your recent claim experience was unsatisfactory. Any feedback is much appreciated as this will help us in improving our
... Read moreservice to you. If you still require any assistance with your claim, please do not hesitate to contact us via private message here; https://www.messenger.com/t/nrmainsurance. ~ RickQuestions & Answers
NRMA'sCTP green slip insurance cover cost?
Hi Helen, you can obtain a green slip quote online at this link: https://www.nrma.com.au/ctp-insurance
The cost depends on your car, your location, drivers age and driving history. ~Kaz
how to pay with bpay
Hi Albert, thanks for asking your question.
You may or may not be able to pay with BPAY depending on your type of policy and if it is set up to be paid monthly or annually. There should be instructions on your policy documents on how you can pay your policy with BPAY. You can make a BPAY payment from your bank account by entering in your policy number and our biller code which can be found on your policy documents. Please keep in mind a BPAY payment will take up to 5 business days to process, so if you are paying for a policy via BPAY on the due date, it will not show up as paid for up to 5 business days. I hope this answers your question!
Please call us on 132 132 (7am-10pm AEST daily) if you have any further questions. ~ Jean
No fault driving accident with other uninsured driver for thirds party property damage only if I lodge claims I need to pay access money or not?
You need to provide the other parties full name, address, phone number, driver licence & rego. You will not need to pay an excess if NRMA agrees you're not at fault, even if the other party only has 'third party insurance'. This happened to me recently.
Hi Mahbub, CK has basically hit the nail on the head. If you need anything else - please let us know. ~Nat
Do you do Third-party CTP INSURANCE?
Get an answer from our members and NRMA Insurance representatives
Details
| Category | Car Insurance | Car Insurance | Car Insurance | Car Insurance |
|---|---|---|---|---|
| Other Insurance Types Offered | Business, Home and Contents, Income, Life, Motorcycle and Travel | Business, Home and Contents, Income, Life, Motorcycle and Travel | Business, Home and Contents, Income, Life, Motorcycle and Travel | Business, Home and Contents, Income, Life, Motorcycle and Travel |
| Coverage Type | Third Party Property Damage | Comprehensive | Compulsory Third Party (CTP Green Slip) | Comprehensive |
| Underwriter | Insurance Australia | Insurance Australia | Insurance Australia | Insurance Australia |
| Legal Liability Cover | Included up to $20 million | Included up to $20 million | Not Included | Included up to $20 million |
| Roadside Assistance | Optional Extra | Optional Extra | Not Offered | Optional Extra |
| Reduced or Zero Excess Windscreen Cover | Not Offered | Zero Excess Optional Extra | Not Offered | Zero Excess Included |
| Choice of Repairer | Not Allowed | Optional Extra | Not Applicable | Optional Extra |
| After Accident Care | ||||
| Hire Car after an Incident | Not Included | Optional extra up to $100 per day, benefit ceases when:
The hire car will be arranged for you, you cannot arrange your own hire car. | Not Applicable | Included up to $100 per day, benefit ceases when:
The hire car will be arranged for you, you cannot arrange your own hire car. |
| Emergency Transport & Accommodation | Not Included | Up to a maximum of $1,000 | Not Applicable | Up to a maximum of $1,500 |
| Towing Costs | Included | Included | Not Applicable | Included |
| Hire Car after a No Fault Accident | Not Included | Provide you with a hire car until your vehicle is repaired or is a total loss and up to $2,000 for any hire car excess and bond. The hire car will be arranged for you, you cannot arrange your own hire car. | Not Applicable | Provide you with a hire car until your vehicle is repaired or is a total loss and up to $2,000 for any hire car excess and bond. The hire car will be arranged for you, you cannot arrange your own hire car. |
| Essential / Emergency Repairs | Not Included | Included up to $800 | Not Applicable | Included up to $800 |
| Benefits | ||||
| Pay As You Drive / Fixed Kilometre Discount | Not Offered | Not Offered | Not Applicable | Not Offered |
| Hire Car after Theft | Not Included | Included up to $75 a day for up to 21 days | Not Applicable | Covered under 'Hire car after an incident' |
| Lock and Key Replacement | Not Included | Included up to $1,000 | Not Applicable | Included up to $1,000 |
| Transit Cover | Not Included | Not Included | Not Applicable | Not Included |
| Trailer & Caravan Cover | Not Included | Included up to $1,000 | Not Applicable | Included up to $1,000 |
| Child Safety Seats and Prams | Not Included | Included up to $500 for each baby capsule or child seat that's in your vehicle | Not Applicable | Included up to $500 for each baby capsule or child seat that's in your vehicle |
| New-for-old Car Replacement | Not Included | Included, if you meet all of these conditions:
| Not Applicable | Included, if you meet all of these conditions:
|
| Personal Property Cover | Not Included | Included up to $500 plus up to $1,500 for tools of trade. Mobile phones are not covered. | Not Applicable | Included up to $1,000 plus up to $1,500 for tools of trade. Mobile phones are not covered. |
| Uninsured Motorist Benefit | Included up to $5,000 | Not Applicable | Not Applicable | Not Applicable |
| Accidental Loss or Damage | ||||
| Malicious Damage / Vandalism | Not Included | Included | Not Applicable | Included |
| Fire | Not Included | Included | Not Applicable | Included |
| Collision | Not Included | Included | Not Applicable | Included |
| Natural Events | Not Included | Included | Not Applicable | Included |
| Theft or Attempted Theft | Not Included | Included | Not Applicable | Included |
| Manual | Download manual | Download manual | Download manual | Download manual |
Extra Information
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Hi Banjee, thanks for providing feedback regarding your recent claim. We're sorry to hear about the difficulties that you've faced. We would like to have this investigated further. Please private mess
... Read moreage us via Facebook Messenger http://go.nrma.com.au/social-team-chat and mention that you have come though Product Review so that we have context. There we can securely take your details and provide the necessary assistance, appreciate your patience. ~Adi