NRMA Insurance Reviews 1.452

Like all big companies, zero service, zero help, and zero care. But you are welcome to spend hours going around the various departments because people haven't done their jobs, and no other department can do anything. And to the CEO and Board members, times are changing. Your time making life difficult for the average person is coming to an end. Feel free to scoff now, because it won't last long.

I have been with NRMA for over 50+ years and have all my insurance policies with them. Why, because todate I have never had any problems.

Went to Burwood branch and the lady at the counter ( forget her name sorry ) was super helpful. I was non member , car was hit by a member who admitted to fault. I was confused about if had claim number that he gave me. She straight away saw it was a claim number and got me on phone to NRMA to help me through the claim. Time was approximately 1pm or after. man on phone was also super helpful. Also I didn't even have to ask for a hire car that is paid by NRMA , they offered me this which I thought was kind. Once my car issues finalized I'll definitely become a member of NRMA because of the rare super customer great service

Very good service and trustworthy

Excellent friendy face to face service at our local branch office,it's nice to still be able to do our business by going to our branch office,Thankyou.

Takes 2mins to sign up. But 30mins to reach to an agent to cancel. U r locked in for 12 months road side and can't cancel once u signed up.

I tried to cancel 2 weeks after signing up only to wait more than 30mins to reach at agent. and I can't cancel even if have nt had any claims in this two weeks. Also, they won't let u downgrade as well.

Update: there is no email to send cancellation requests. Only phone number and wait in line.

Feels wrong if u can sign up in 2mins entirely online but u need to speak to someone to cancel?

In over 30 years I have never had any problems with NRMA
Highly recommended

Very friendly helpful staff. Good product description, easy to do on the phone

I had to make a claim for my vehicle under vulnerable/extreme circumstances and my experience with nrma from the first phone call was nothing short of excellent and every person I spoke to was very kind and helpful and I always had every phone call/communication with them answered so quickly with no awful wait times. I am so grateful for how nrma handled my claim and they helped me find a way to better manage my excess payments and make it easier for me to pay off. They deserve recognition for how well they handle their vulnerable customers possibly experiencing hardship. I will be a loyal customer of nrma as long as my payments aren't increased because I literally cannot afford it haha

Timeframes not transparent. It’s a Sneaky way of tricking customers when you have restrictions that are not in writing or advertised. Limiting the time a quote is valid for when it isn’t in writing anywhere. Even the nrma staff member couldn’t find it anywhere. To be charge approximately $250 more compared to the quote even with a higher excess wasn’t and isn’t fair or transparent. This truly changed my view of nrma after being a customer for over 25 years.

I lodged an insurance claim (comprehensive vehicle) for accident damage (other party) to vehicle in Aug 25. What has happened since, has been nothing short of a clown show. Unable to speak with anybody about damages and repairs required. Assessor lacking technical knowledge and failing to attend meetings and vehicle inspections. Despite assessor being exposed as lacking mechanical experience NRMA doing nothing to rectify. Still fighting (Mar 26) for repairs of damage obviously caused by accident. I will be changing insurers as soon as claim eventually finalised. Don't believe the huge advertising and NRMA promotions (cricket, tennis etc,). Stay away from this company at any cost.

Absolutely terrible experience with NRMA. My car claim dragged on for 3 months, and the service was shockingly poor from start to finish. They left my car at the towing yard for nearly 2 months without properly dealing with it, and it only got assessed after I made multiple calls and kept pushing for answers.

I had to do all the chasing myself because nobody seemed interested in handling the claim properly. The delays, lack of urgency, and poor communication made an already stressful situation even worse.

On top of that, their settlement explanation was unfair and ridiculous. They said they would deduct my registration from the settlement because I could supposedly claim it back from the Department of Transport. But the registration is something I paid for, not them, so they have no right to treat that as part of their settlement deduction.

This whole process felt unprofessional, slow, and unfair. For an insurance company, this level of service is unacceptable. I would never want to deal with NRMA again.

I have not been able to log in since november i have spent a lot of TIME speaking to different people to sort this problem out. So the date today is 12/03/2026, and I still can not log in, so I would not recommend NRMA to anybody because of very poor service, so now I will take this matter to the onbudsman

I’ve been with NRMA for over 40 years, they have on the occasion I’ve been in need of service, they have been there for me, supported me, made stressful situations feel easy. They are kind, they listen they explain and they never fail me. Ever! Which is why I stay with NRMA.

I was never a customer of NRMA. I was a customer of Swann insurance and I cancelled my policy with Swann but somehow during the merger NRMA have created me an account a month before my policy with Swann insurance actual was meant to expire. They then charged me for insurance on a bike I had sold and cancelled the original policy on. But to get my money back I had to hand over more personal information so I could get a refund and to cancel the policy with them I never asked for. What a joke.

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!