NRMA Insurance — Local services in Tuggerah

I had my caravan insured with NRMA for 5+ years. It was damaged in a storm. We had the repairs quoted and the inspection completed. It was deemed unfinancial to repair it, so was a total write off.. Over the last 4 weeks, I have called them 13 times, been transferred 37 times, hung up on 7 times and spent nearly 7hrs on hold.. once, I was on hold for 48mins to find out I'd been transferred to travel insurance ????? Finally, I went into the tuggerah branch to try to get it sorted. They couldn't access the claim (?) but rang the number (and spent 20 mins on hold (and transferred twice)) so it could get sorted. I finally spoke to someone, finalised the claim and ended the call, happy to be done with my dealings with NRMA. Unfortunately, I received a message the next morning that they were trying to contact me again (ffs). Called them back (3 transfers - no disconnections - only 23 minutes on hold).. Apparently they miscalculated my payout figure because I owed them nearly $600 in unpaid premiums.. I pay monthly and am up to date with my payments, so ?? I questioned how i could be behind on payments and his response was "i cant actually look at your account, so i don't know.. but the computer says you are, so that must be correct".. he then tried to end the conversation with "are you happy with that?"

No!! I am NOT HAPPY with that! I've been stuffed around for weeks, then shorted by $600.. would anyone be happy with that? But even though I'm not happy, I want it finalised, so I never have to deal with NRMA again!!

Have...

Called NRMA to change a tyre on a heavy car for my daughter. He arrived looked tired and lethargic hands on hips. Had great difficulty removing the spare from underneath, at first he didn't know how. He found the jack, then decided to use his own. He threw her jack onto the back floor. Changed the tyre, didn't check the pressure. He took 1 hour to change the tyre. I noticed that the tyre looked quite flat after he left. Checked the PSI and it was 25. That could have been quite dangerous to drive on especially as she had a 2 hour drive home towing a laden box trailer with children in the car. It was a Sunday, so no tyre shops open to fix the puncture. The removed tyre wasn't secured properly underneath and was making enough racket for her to return back to our place, concerned about the rattling noise underneath. I've never been so disgusted at the lack of interest in helping someone that pays top tier cover. Or even if not top tier cover, this is unacceptable. Even at one stage, he sat on the tailgate. For what reason...

I've been with NRMA for 46 years. here's the most recent reason why: an electrician subcontracted by NRMA appeared to refit a part to my broken freezer after taking a photo of the part number. then he reattached the motor area cover.

the claim was denied. it was not fusion. I accept understand and agree with that.

the electrician later offered to repair the freezer for $220. I couldn't afford that. I rang a local freezer repair company. they said they would need to test the part to give me a quote. all good . . . . UP UNTIL THEN. I unscrewed the motor area cover to retrieve the part. it was not there.

NRMA investigated this situation. I was compensated the $220. this was done quickly and efficiently. I wish to thank Alaina in particular who is a Consultant in Property Claims. "it's not what happens that counts. it's what your insurance company does about it" ps. Alaina is worth...