NRMA Insurance
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I have been a customer for 34 years
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.