Had an issue with NRMA? Get a real response.
NRMA is an insurance company providing Australians with home, travel, car, and business insurance. They have multiple ways to submit a complaint including via phone call, online through the NRMA Complaints and Resolutions Form, through written email or letter, or in person at an NRMA branch. You should receive confirmation that they’ve seen your complaint, with an aim to resolve the case within 15 business days.
NRMA customers report slow claim processing, poor communication, claim denials, and roadside wait times as common complaints. Others also mention premium increases, where loyal customers often feel punished when it comes time to renew their insurance.
When you submit your claim you should receive ongoing communication with an assigned contact person, who will give you updates on the status of your complaint through phone or email. Outcomes typically look like approving or adjusting a denied claim, refunds or billing corrections, discounts or extensions, or apologies. But if the outcome you receive isn’t what you expect, then you have other ways to escalate further to get the resolution you’ll be happy with.
It’s important to keep track of all communication throughout the process, including any reps you speak to as well as case numbers, so if you need to refer back anything, you know you’ll have it ready to go. It also helps to keep documentation to get to an outcome as quickly and efficiently as possible.
How to submit a complaint with NRMA
To lodge a complaint with NRMA, you have multiple contact options:
- Phone
- Insurance: Call 132 132 or the direct complaints line 1800 045 517.
- Membership: For roadside assistance or membership issues, call 13 11 22.
- Online: Use the NRMA Complaints & Resolutions form.
- Email:
- Insurance: Customer.Relations@iag.com.au
- Membership: member.relations@mynrma.com.au
- Insurance: Customer.Relations@iag.com.au
- Mail: Customer Relations, Reply Paid 89824, Sydney NSW 2001.
- In Person: Visit an NRMA branch; staff can assist in logging your complaint.
Be clear, concise, and include relevant info (policy number, claim ID, dates). You’ll receive an acknowledgment within 1 business day. Keep your reference number handy for follow ups.
What are the next steps?
- Confirmation: NRMA will acknowledge your complaint within 1 business day
- Review: Complaints are reviewed by frontline teams or escalated to Customer Relations (internal dispute resolution team).
- Ongoing Communication: You’ll usually be assigned a contact person, and communication will continue by phone or email.
- Timeline: NRMA aim to resolve it within 15 business days.
Resolutions may include:
- Approving or adjusting a denied claim
- Refunds or billing corrections
- Apologies and process improvements
- Goodwill gestures like discounts or extensions
If more time is needed, NRMA will explain why. Complex issues may involve technical experts (e.g. assessors or repair managers).
Common complaints against NRMA
Slow claim processing: Especially for car or property repairs.
Poor communication: Repeated handoffs and no callbacks.
Claim denials: Seen as “technical” or unfair by customers.
Customer service tone: Unsympathetic or inconsistent reps.
Premium increases: Loyal customers feel punished at renewal.
Roadside wait times: Delays during peak periods or poor updates.
Coverage surprises: Unclear limits or exclusions at claim time.
NRMA complaints submitted through Ajust
I cancelled my home contents policy and thought that was the end of it, but then a charge hit my account that no one warned me about. The refund I got didn’t even cover the amount taken. I didn’t know who to contact or how to fix it, and I felt totally misled. - Barry
After a year, my claim with NRMA still hadn’t been resolved. Every time I tried to follow up, I hit a wall. On top of the stress from the actual collision, I was now facing debt collection and no clarity. It felt like no one was taking responsibility. - Michael
I moved interstate and thought I’d be eligible for a partial refund on my insurance. But getting a straight answer from NRMA was harder than expected. I was left confused about what I was owed and how to claim it. - Margarite
How other consumers NRMA complaints got resolved
Home Fire Claim Overturned: A denied home claim (due to an unoccupied property) was reversed after AFCA ruled NRMA didn’t provide updated policy terms. NRMA paid the full claim.
Car Repair Issue Resolved Quickly: One driver had a crash repair dispute. After calling the Customer Relations line, the issue was handled locally and resolved in one call.
Theft Claim Partially Fixed: A stolen car claim was delayed and mishandled. After escalation, NRMA completed repairs and explained coverage, but didn’t cover all items, so the customer went to AFCA for a partial refund.
Start with the frontline team. If unresolved:
- Ask for a Supervisor: Especially for claim denials or service breakdowns.
- Escalate to Customer Relations: For insurance complaints, via 1800 045 517 or Customer.Relations@iag.com.au.
- Member Relations for Roadside Issues: Email member.relations@mynrma.com.au.
- State Your Desired Outcome: E.g., refund, policy correction, or written explanation.
- Track the 15-Day Timeline: Follow up if you don’t hear back.
Escalation ensures your complaint is formally reviewed and fairly assessed by NRMA’s internal dispute resolution team.
If NRMA doesn’t resolve your issue:
AFCA (for insurance complaints):
- Phone: 1800 931 678
- Email: info@afca.org.au
- Lodge online
Use AFCA if your insurance claim was denied, delayed, or poorly handled.
Other Regulators:
- Fair Trading: For roadside/membership complaints:
- ACCC:
- To report misleading practices: accc.gov.au
- To report misleading practices: accc.gov.au
- SIRA
- For CTP insurance issues: sira.nsw.gov.au
- For CTP insurance issues: sira.nsw.gov.au
Mentioning AFCA in your complaint can encourage a more serious internal review.
- NRMA Insurance Complaints Page
- NRMA Insurance: 132 132 | Complaints Line: 1800 045 517
- NRMA Membership Support: 13 11 22
- Email:
- Insurance: Customer.Relations@iag.com.au
- Membership: member.relations@mynrma.com.au
- Insurance: Customer.Relations@iag.com.au
- Mailing: Reply Paid 89824, Sydney NSW 2001
- NRMA Contact Us
- AFCA – External Complaints
NRMA Complaints FAQs
How do I submit a complaint to NRMA the fastest way?
The fastest way to submit a complaint to NRMA is by phone or online form. Call 1800 045 517 (insurance) or use the online Complaints & Resolutions form. These options trigger quicker acknowledgment, which you'll receive usually within 1 business day, helping you track your case efficiently. Include your policy number, claim ID, and clear details to avoid delays.
What if NRMA doesn’t resolve my complaint?
If NRMA doesn’t resolve your issue within 15 business days, escalate to AFCA (insurance) or Fair Trading (membership). These independent bodies review unresolved cases and often drive faster, fairer outcomes. Mentioning AFCA in your follow up can help prompt a more serious internal review from NRMA.
What are the most common complaints people have with NRMA?
Slow claim processing, premium hikes, and poor communication are the most frequent complaints against NRMA. Many consumers also cite unclear coverage terms and long roadside wait times. If any of these apply to your case, clearly state the issue and desired fix to improve your chances of resolution.
Can Ajust help me file an NRMA complaint more effectively?
Yes, Ajust helps you turn frustration into a formal case that gets results. We simplify the process, write it for you, and track the response so you don’t waste time. Instead of waiting on hold or navigating confusing forms, Ajust ensures your complaint is heard and escalated if needed.
You’ve done your part, now it’s time to hold NRMA accountable.
Take the final step and submit a complaint that gets seen and responded to.