NRMA Insurance — Attraction in Tweed Heads

I have been on hold with your company today for almost theee hours.

On the 11th of this month, NRMA organised a tow for mya car after it was involved in an accident and wasn’t able to be driven.

The car was supposed to be assessed at a crash repairer on the 20th. I was told this would be organised by NRMA. I called the crash repairer today for an update. They never received my car.

When I called NRMA I spoke to a person who I don’t think understood. At first she told me it was my fault as I wasn’t there when my car was towed away - false. I was there - obviously as my keys had to be given to the tow driver.

The lady then blamed the tow truck driver.

The lady then said that she tried to call the crash repairer to find out when it could be assessed, but couldn’t get through- false i called the crash repairer and was told: no they haven’t tried to contact us.

My car has sat at an undisclosed place for 13 days. Your insurance company continues to say it isn’t the tow company you normally use, so like I said to them: how did you know my car has been safe, that things haven’t been stolen from it?

When asked for it to be towed today - I continued to be told it would be ANOTHER 48 hours before the tow company could get my car to the crash repairer. It took three hours for the final person I spoke to organise a tow for today.

At the end of the day - if I hadn’t called to follow up today, my car would have sat at some random place and I would be left waiting.

I have asked repeatedly to speak to a supervisor but have just been told to put a complaint in - that can take up to 15 days to be actioned.

What awful customer service. Why would I continue to keep paying my hard earned money to you.. when you haven’t had the respect to look after my car, and then not even tried to fix this...

Wish there was a negative rating I could give. So, after 23 years of patronage to NRMA this is how they treat their customers. Rang to pay $832 for Motor Policy renewal, Representative (Rep) said that the payment had not work and he had to put through again. Hung up only to find a double amount deducted from my credit card. Rang next day to get the second amount refunded back onto my credit card. This 2nd Rep told me he could not find either of the payments, and the policy was not paid, another hour or so later he still could not help me and said he will continue to investigate it, I said for time wasted I require as a good will gesture a $50 refunded to go back onto my credit card and I will expect the 2nd amount taken refunded as well. He agreed. 3 days later still no refund, rang and spoke to a 3rd rep, she informed me that both payments not showing and she wanted me to pay a third time. No way I said, so another 1 hour or so, she was still not able to sort it out. Finally, the second payment had been refunded but no goodwill gesture. Today I rang to have a Rep tell me they had processed a chq for the $50, I requested her to cancel chq and refund to credit card. Another 1.5 hours to have her tell me that she was unable to do that and I would have to ring back Monday. Asked to speak with a manager, a conceited arrogant “Manager” told me that he was unable to help and I would have to ring back Monday, after a natural disaster I said!!, I will not be able to get through. He said of course you will, I asked him how much he valued my patronage, and was he willing to do another good will gesture as he has further asked me to waste more of my time. His reply “I am not prepared to do this as I feel we will be losing you as a customer...

Have been with NRMA for 30 years. Have had no insurance claims. This year my premium doubled. I have phoned twice to ask why. The first person I spoke to told me he didn’t know. The second call was not much better. During the 2 weeks between calls I got quotes from 3 other car insurers. Two offered me exactly the same benefits as NRMA and their quote was approximately $400 cheaper. The third quote I got actually offered me better benefits at $400 cheaper. ($900 excess instead of $1100 excess and car insured for $11000 instead of market value) During my second call the operator said to me if I am not happy with their quote than go elsewhere. Disgusting behaviour towards someone that has been with you for 30 years. Can I also add that I have a 17.5% loyalty discount with NRMA, which I don’t have with the 3 other quotes I got, making NRMA insurance even more expensive with no extra benefits. DO NOT INSURE WITH NRMA, THEY ARE RIPPING OFF EVERYONE AND THEIR CUSTOMER SERVICE IS BEYOND DISGUSTING. I have roadside cover and business insurance with them as well but will be pulling all my policies and going elsewhere....