NRMA Insurance is a prominent insurance provider in Australia, offering a comprehensive range of insurance products to individuals and businesses. The company specializes in car insurance, home and contents insurance, and travel insurance, catering primarily to Australian residents seeking reliable coverage options. NRMA Insurance is known for its commitment to customer service and aims to provide peace of mind through tailored insurance solutions. With a focus on accessibility and support, NRMA Insurance serves a diverse customer base, including families, young professionals, and retirees. The company emphasizes the importance of protecting personal assets and providing assistance during unforeseen circumstances. By leveraging technology and a user-friendly online platform, NRMA Insurance allows customers to easily compare policies, obtain quotes, and manage their insurance needs efficiently.
NRMA Insurance receives mixed feedback from customers, reflecting both positive experiences and significant frustrations. Many reviewers praise the staff for their politeness, knowledge, and helpfulness, highlighting that the service is often friendly and informative, especially in local offices.
Long-term customers express satisfaction with the ease of procedures and competitive rates. However, numerous complaints arise regarding service quality, particularly related to long wait times on the phone and issues with policy quotes mysteriously increasing. Some consumers feel that NRMA has shifted focus from customer service to profit, citing offshore call centers and impersonal interactions. Overall, while NRMA Insurance has loyal customers who appreciate the service, there are notable concerns that detract from the overall experience.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.3 | 60 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Sep 2025.
| Month | Average | Reviews |
|---|---|---|
| Jul 25 | 2.9 | 19 |
| Aug 25 | 3.3 | 23 |
| Sep 25 | 3.7 | 18 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“I have been a customer for a long time, happy to be NRMA customer, its procedures are always easy and in hand”
“What was a great Australian icon that employed Australians is now more concerned with profit over customer service”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Insurance.
| Company | Overall | Legit | Service | Value | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 3.3 out of 5 (fair) | 100 out of 100 | 3.5 out of 5 (good) | 2.9 out of 5 (fair) | 2.4 out of 5 (poor) | — | 60 |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.7 out of 5 (good) | 4.6 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | 4.7 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 3.9 out of 5 (good) | 4.0 out of 5 (good) | — | 1,060 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.9 out of 5 (good) | 5.0 out of 5 (good) | — | 60 |
Bottom line: NRMA Insurance is #5 of 5 on overall rating in this group. On website & app, Travel Insurance Saver scores higher (5.0 vs 2.4).
60 reviews of NRMA Insurance. Filter by what matters to you.
CLEAR AWAY FROM THEM. They've moved to iga from the backoffice and they're making a havoc out of everything. Absolutely rude staff, holding you up on the line for 18 minutes to do nothing for you. Just wasting your valuable money and time. Steer clear from NRMA.
This pathetic NRMA has worst service and worst repairers. I had my car hit by kangaroo and was sent to repair on June in ACT and its still not fixed 100% .At first, When repairers checked the car they said the damage is not big just simple damage but now they are saying parts issue and will get parts in mid November. Every time I have to call the repairer for an update shit people and shit company. They are forcing me to take the car which is not 100% fixed. Repairers says it’s drivable. Seriously this shit service And if I call nrma they say they can’t do anything.
Zero support and they don't allow you to cancel your insurance policy.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 57% of recent reviews are 4–5★ and 42% are 1–2★.
Was told the policy would not auto renew but it did. Then ‘nothing can be done until next year’. Extremely impersonal to deal with. NRMA is not the company it used to be. If something goes wrong they hide behind a wall and continue to take your money. I think the phone people use scripts. Like scammers do.
After my car was hit whilst being parked at a shopping centre over 2 months ago , the guy that hit me was insured with NRMA , he had no problem making a claim at being at fault , after numerous attempts calling/ stalking NRMA , to find out where the policy is at and needing my car to be fixed , I got no where and I had to fill a complaint to IDR , to get some resolution. Im not sure why NRMA are withholding my rights to get my car fixed , and why I have to be at inconvenience for it. Im absolutely disgusted with NRMA and I advise anyone to think twice when it comes to dealing with a incompetent company !
If I could give 0 stars I would. It has been horrible dealing with NRMA. My accident happened on the 21st of July and I called right away and put through a claim. I was told that the car would be ready in one week. It is now one month later and I still don't have my car. At the same time, NRMA has not determined fault as yet. Instead a month later I got an email asking for the address of the other party. On the day of the accident I spent 20 mins on the phone giving all these details. The person that was on the other side of that phone call didn't bother to take note of the details. Because of this, they can't provide a hire car. This is what happens when Australian jobs are sent overseas. I pay premium prices for my insurance and am negatively affected by the incompetency of their overseas employees!! On top of everything, my car was towed to some other repairer to be 'calibrated', without my consent. I called the original repairer to find out where my car was and was notified that they could not divulge that information. Needless to say, I have spent hours on the phone with NRMA and had to FIND THE PHONE NUMBER OF THIRD PARTY that has my car and provide it for them. I asked numerous times to be put through to someone in Australia and the employees in the Philippines refused to do so. Basically, my car was sent to a third party repairer without my consent!!! Worst insurance company ever!!!! I need to send NRMA a bill for the hours I've spent dealing with this!!!! The very worst!!!!! P.S. please do not insult me with a generic msg about contacting you on FB. You can contact me and sort out the mess!!
Price increase are extreme. This policies has jumped up over thirty dollars. This makes it very financially difficult for most Australians to afford. So sad that this is another " only for the rich". scheme.
I AM JUST TOTALLY LOST FOR WORDS ! I cannot describe response from NRMA as anything other than a total & utter DISGRACE. CLASS ‘A’ CIRCUS ACT! Now into my 9TH HOUR of conversation with them, they’re still asking me to tell them what happened !!! The senior?? team I spoke to yesterday informed me they can’t cover the accident in my BMW because I didn’t have insurance cover on date of the accident !!! OH REALLY !!!!! I wonder why !!???!! BECAUSE the TOTALLY INCOMPETENT IMBECILES YOU EMPLOY CANCELLED 2 OF MY BMW CARS INSTEAD OF ONLY ONE, WHEN I PHONED LAST JULY NOTE TO NRMA: HAVE SHARED STORY WITH ‘CURRENT AFFAIR ‘ CHANNEL 9. Maybe watch the upcoming show & then you will understand what happened, saving me frustration of saying it to 7th consultant! ABSOLUTE DISGRACE OF AN INSURANCE COMPANY. Have 12 policies with them (originally had 15)been with them for very longtime.Over 40 years ! My loyalty to them means ABSOLUTELY NOTHING ! Their incompetent staff have totally messed up my recent claim. Just as they did 3 yrs ago with another NOT at FAULT car claim ….short story: they LOST our RANGE ROVER after I took it to their nominated processing address We did not see or hear any updates about that car for the next 12 weeks !!!! Because no one at NRMA could locate it…after it was removed by them and taken to a repairer. The current issue:Had car accident 3 wks ago.NOT my fault …. Truck driver recklessly hit my BMW. Impossible for me to make a claim as NRMA had CANCELLED my car policy by mistake last July. I had called last July to cancel another BMW policy because I had just sold that particular car …. But not the one that was in the accident 3 wks ago. To further complicate matters, that consultant who was told to cancel the car that was sold, not only cancelled the wrong car, but she had also then mixed the number plates of my 3 cars… and now the car that had the accident is listed with the wrong number plate.it has the SAME rego of my husband’s PORSCHE … despite me phoning three times to correct their mistake. How can they put that exact same rego on 2 different cars ??????? After almost 7 AGONISING hrs, over 5 separate phone calls I thought all the issues were all sorted but NO !!! I was assured someone would call me to discuss the issues… so I could continue to make the claim ….. but No one ever calls you back from NRMA ! You can’t speak to a manager …they say they will get someone to call you back within 48 business hours …. That simply does NOT happen ! I demanded to have a tow truck pick up my damaged car, and that pick up was promised for today at 1.30 pm. It is now 4pm and I have been informed by the towing company that no such booking was ever made last Friday by NRMA. So I have just taken matters into my own hands and made my own booking for towing tomorrow. The towing company tell me that they see there is claim for towing ..with my rego number … but no booking was ever made for a pick up ….BUT the rego showing in their system is for a PORSCHE …. Not a BMW !!!!!!! The repairer company had also been given the details for my rego but they also say that NRMA has told them that rego belongs to a Porsche… so they can’t accept the car for assessment until I sort out the confusion caused by NRMA. I DO NOT HAVE THE TIME, NOR MENTAL ENERGY TO PHONE NRMA AGAIN (for the 6th time in 3 wks) WASTE ANOTHER 3 HOURS OF MY PRECIOUS TIME …… ALL BECAUSE OF THEIR STUPID CARELESS MISTAKES BY INCOMPETENT STAFF EMPLOYED IN 2ND RATE CALL CENTRES. Additionally, I recall phoning them another time last year when I noticed they had mixed up the home addresses on 2 different home insurance policies! I now will undertake the highly inconvenient process of cancelling every single one of my remaining policies with NRMA. My advice ….. DO NOT EVER USE NRMA to insure anything with them. They are not just useless …but destructive ! IMPORTANT NOTE to NRMA : please do NOT insult me any further by responding to this with a pathetic generic response asking that I contact you via FB messenger. WHY SHOULD I ?? I do NOT want to ever engage with you like that. You have all my details including my phone number because I was forced to say it REPEATEDLY, so many times, over the course of the 7 hours of painful phone calls you subjected me to over the last 3 wks. And anyway, apparently those calls are recorded for training purposes !!!!!! So perhaps you could listen to those calls and you will hear EXACTLY what I said to your incompetent consultants over those 7hours. The same story was repeatedly told to them on the phone over the numerous phone calls I had to make. I await a phone call to me from one of your senior managers. My business hours are between 11 and 6 pm. AND I ASK THAT YOU TREAT ME RESPECTFULLY, AND LISTEN TO WHAT I AM GOING TO TELL YOU, AS I AM ACTUALLY A PAYING CUSTOMER, WHICH MEANS I AM PAYING YOUR WAGES !!!!!!! NOTE: YOUR CALL WIILL BE RECORDED FOR LEGAL REASONS
I have been a customer for 34 years, but the way they do business lately is completely off track. Bought a new car, went online to NRMA "new" customer service platform get a new policy. Got a quote, was a one size fits all policy, had wrong data, car undervalued, given wrong year. Spent 10 minutes on the chat bot, navigating moronic menus and options eventually answered by Philippines customer service agent, who want you to send complete ID profile on unencrypted chat platform before having a pointless conversation achieving nothing. Ignored quote and went through policy purchase, thinking it must be correct on the system. No, still wrong. Rang customer service agent, in Australia, they unable to modify policy to correct wrong data, so my new car price lower, year model last years, no record of extras added. Told me the car salesman must have sold me last year car! Rego says otherwise, compliance plate says otherwise, other insurers can get it right! Not the organisation I knew. Despite their so called customer service platform couldn't change a thing on there, only cancel. So this is what i did. Got my new policy with GIO which I tell you was a breeze to get and their system allowed me to choose the policy I wanted, the value of my car and year model was correct, and all in less that 10 minutes. And comparable price. NRMA has lost it, this policy purchase couldn't have been worse, this was on top of a poor NRMA experience with a recent storm claim, where their assessor said the roof of my house wasn't damaged. I had to get independent assessor to do a report so NRMA would reassess. The next NRMA assessor said obviously damaged, complete new roof required. Their original "assessor" said wasn't damaged. Incompetence or is this by design? NRMA has completely lost the plot.
I’m really disappointed with NRMA’s customer service. Every time I call, the agents are rude, talk over me, and don’t seem to fully understand what I’m saying — likely due to being offshore. In one call, NRMA asked me when a driver obtained their licence, and when I asked them to clarify which licence type they meant — learner, provisional, or full — they were unsure and couldn’t give a clear answer. It was frustrating and didn’t give me much confidence in their knowledge. I also had a confusing experience when adding a driver to my policy. The annual premium increased from $1,026.80 to $1,274.76, which should mean around a $240 increase — fair enough. But my fortnightly payment jumped from $39.51 to $89.11, which over 26 fortnights makes no sense. No one could explain the math, and I was repeatedly told it was system generated. Overall, poor communication, lack of clarity, and frustrating service. Very disappointed. Do NOT recommend.
Could not get my CTP details to Service NSW and then I spent 1.5 hours on the phone with no result
1 star is too high for the worst service I have ever received from any company. One star is too high. I have never dealt with the complete incompetence and lack of customer service as I have encountered over the past 4 weeks with NRMA. I provided all the details for the car accident, which was not my fault, only to find that the details had been put into the system incorrectly. Both time, location and suburb were completely wrong. These were then sent out in the letter of demand to the driver who hit our car. Road was spelt RAOD and when I highlighted all of these errors I was advised it would not affect the claim. The letter of demand has still not been followed up 20 days later despite receiving an email advising it would be followed up in 7 days. When I have tried to escalate the issue, customer service will not connect you with management and when you ask questions the response is read straight from a script and the questions remain unanswered or I have been hung up on and then I receive a text to call back. Shame on you NRMA, sadly most of your reviews confirm that this is normal service from you.
I like NRMA as an insurance company but it is being tested by the business insurance department. Last month my payment didnt go through. Fair enough, the card had expired and I thought they took a direct debit so I didn't tell them the new card details. I got the letters telling me about the failed payments and I rang up. It took their foreigner 3 goes to get my card to work. He tried to say I had no funds. It turned out he was putting the new card details in but still billing the old card. He actually put me on hold and spoke to the finance department to establish what the fault was. 3 times I provided my card details in that call. You would think that would be enough for them to have a record but NO, this month I got the same letter. I put in a complaint because that is just plain incompetence and wasting my time. So this time I got a phone call from a "consultant" (last month "wasnt a person from their department" so why on earth I was providing my details to somebody from outside their department is a question this "consultant chose to ignore instead of answering.) to say they needed my card details. The same details I provided three times last month. Seriously, if you want civil phone calls you need to bring some sort of competence to the interaction. This is just wasting my time. My complaint is about the incompetence, not the fact that you didnt get the money you wanted. Giving him feedback is for training, not for what would have to be a very simple task for anybody working in the field. If they still 'need feedback' on simple tasks then clearly they arent ready for the stage dealing with the public and probably never will be. Get somebody competent is the outcome I would be expecting, not let's give him feedback.
Beware anything to do with insurance on your home the use the word HELP They should change that to HELPLESS or hopeless. They reject everything and run a red tape to which end you have to go to APRA to recover anything The worst insurance company ever
Nrma are rubbish just go with the cheapest, paid highest premiums for 30 years not 1 claim, put a claim in treated like a fool. NRMA are dishonest avoid at all costs
These company is a cheat and should hold liable for misleading customers. They never give max no claim bonus when they talk very high of this. They should spell the fine prints more clearly when taking new policies. A customer only insure things which is unseen and not in his control. NRMA does not serve any rating they below that.
NRMA Insurance is a prominent insurance provider in Australia, offering a comprehensive range of insurance products to individuals and businesses. The company specializes in car insurance, home and contents insurance, and travel insurance, catering primarily to Australian residents seeking reliable coverage options. NRMA Insurance is known for its commitment to customer service and aims to provide peace of mind through tailored insurance solutions. With a focus on accessibility and support, NRMA Insurance serves a diverse customer base, including families, young professionals, and retirees. The company emphasizes the importance of protecting personal assets and providing assistance during unforeseen circumstances. By leveraging technology and a user-friendly online platform, NRMA Insurance allows customers to easily compare policies, obtain quotes, and manage their insurance needs efficiently.
This profile hasn't been claimed by the business owner.
