NRMA Insurance — Local services in Sydney

Shocking NRMA customer service! NRMA is a total disgrace. Have been loyal to them for over 40 yrs and currently have 12 policies with them and due to their totally incompetent phone consultants I now have a damaged car sitting in my garage for over 3 wks since a Not at Fault car accident occurred. It has taken me 7 hours of frustration on the phone to 5 different consultants to just try to make a claim to get this car repaired. Impossible ! Because a totally incompetent person at NRMA cancelled the WRONG policy when I called them last July to cancel the insurance for one of my 2 BMWs She cancelled the wrong one!

Additionally she mixed up the rego details on my other cars. And now I’m paying the price for her BIG mistakes! It is simply Impossible to speak to a manager. They promise that someone will call you back within 48 business hours ……. THAT NEVER HAPPENS! Finally after many conversations where I repeatedly had to tell the same story over and over again, ad nauseam, I was forced to take out a new policy and a claim was finally made. I was told someone would call me to advise further since the car rego was inaccurately recorded, despite my calling them thrice to correct all the information. Of course, nothing was done….again. I finally called them again and after a 3 hour long agonising conversation I was assured everything was now sorted…and the car would be picked up for towing to take to a repairer. But that DID NOT HAPPEN! I phoned the towing company and was told there was no such booking by NRMA. I phoned the repairer and was told that there was no booking for a BMW but rather the repair was to be for a PORSCHE with that SAME number plate.

So after 7 hours of conversations with 5 different consultants my car registrations are still showing inaccurate details and BOTH the towing and the repair company say they can’t proceed with anything ……until I phone NRMA to sort this mess out.

Well I refuse to waste any more time and energy trying to talk to NRMA but will instead invest my time in cancelling every single policy I have with them and find another insurance company to give my business to.

Meanwhile if NRMA are reading this, please do NOT bother to respond with a pathetic and lame response of a generic nature asking me to contact NRMA privately on FB Messenger. I do not conduct my business affairs via FB.

Note to NRMA : When you are ready to act like a grown up professional company, please access all those time consuming phone calls over the last 3 wks….all of which were recorded for Training purposes !!!!! ( What a joke !)

And you will hear everything that was discussed so you will have all the necessary information you need to rectify the situation to my satisfaction. Please ensure a SENIOR manager will be in contact with me to discuss solutions and suitable compensation for this major distruption caused by the inadequate customer service provided to me.

You have my phone number and email address ( I was asked to provide it repeatedly in every conversation)

Please also note: My business hours are 11 to 6 pm Mon to Friday And YOUR CALL WILL BE RECORDED FOR LEGAL REASONS.

Claim no : NRA 256686801

I can provide the name and Payroll ID of every...

I’m extremely disappointed and frustrated with NRMA's misleading information and poor customer service regarding my CTP insurance purchase. On their website and in the payment confirmation email, NRMA promises that the policy will be sent within 60 minutes. However, after completing my purchase, I received nothing but a policy number. No policy document.

I needed the policy document to register my vehicle at Service NSW, which is a reasonable expectation. However, when I checked my NRMA account, the policy was nowhere to be found. I contacted NRMA several times, and here’s the ridiculous sequence of events I experienced:

Call 01: I was told I would receive the document via email in 15 minutes. Guess what? It never arrived.

Call 02: Now they say policy documents won't be sent until 24-48 hours after purchase. That’s just “how they work.” So why do they promise a 60-minute turnaround?

Call 03: Suddenly, I was told my payment hadn’t been completed. I had payment confirmations from both my bank and NRMA! Their excuse made no sense.

Web Chat: Yet another person said I’d get the document within 24 hours, but again, no explanation for the delay.

Call 04 (next morning): Again, the 24-48 hour excuse, and when I asked for alternatives, I was told to visit their office. If they had mentioned that on the first call (on a Friday), I could have easily gone that day. But now I’m stuck waiting through the weekend because they failed to communicate properly!

It’s infuriating how NRMA fails to deliver on their own promises and gives inconsistent information. If they can't even handle sending policy documents on time, how can they be trusted with actual claims?

This whole experience feels like a scam. I wouldn’t recommend NRMA to anyone—don’t waste your time or money with such an unreliable and untrustworthy company. Their staff seem to tell you whatever they can to brush you off, and it’s unacceptable.

I will certainly be taking my business elsewhere and sharing this awful experience online. If this is how NRMA treats its customers, they deserve every bit of the negative publicity they get. Avoid NRMA...

Very very biased people. Not helping or considering at all even though we have been with the company for years. I wish to give negative rating. At the first place we should have never gone with them for car insurance. We have suffered for 3+ months and the result of the claim was totally biased. Without any proof of the accident and we have been charged access fee for without any investigation. Have hurt us financially and mentally. We had been honest and registered the claim even though opposite guy was hiding for a month. And at last they favour him really NRMA?

Being in an unknown country we trusted the company based on name. Please read the ratings before going with them. Go for any other company but...