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Edited by:
Ajust Content Team
Last updated:
August 12, 2025
AI-sourced. Human-edited. Made clear for you.

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.

  • Phone (Membership): For roadside assistance or membership issues, call 13 11 22.

  • Online: Use the NRMA Complaints & Resolutions form.

  • Email:

    • For insurance: Customer.Relations@iag.com.au

    • For membership: member.relations@mynrma.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 happens after you submit a complaint to NRMA?

NRMA will acknowledge your complaint within 1 business day and aim to resolve it within 15 business days. Complaints are reviewed by frontline teams or escalated to Customer Relations (internal dispute resolution team). You’ll usually be assigned a contact person, and communication will continue by phone or email.

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.

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.

How to escalate a complaint with NRMA

Start with the frontline team. If unresolved:

  1. Ask for a Supervisor – especially for claim denials or service breakdowns.

  2. Escalate to Customer Relations – for insurance complaints, via 1800 045 517 or Customer.Relations@iag.com.au.

  3. Member Relations for Roadside Issues – email member.relations@mynrma.com.au.

  4. State Your Desired Outcome – e.g., refund, policy correction, or written explanation.

  5. 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.

Regulatory & Ombudsman Information for NRMA

If NRMA doesn’t resolve your issue:

🛡️ AFCA (for insurance complaints):

🎯 Use AFCA if your insurance claim was denied, delayed, or poorly handled.

⚖️ Other Regulators:

Mentioning AFCA in your complaint can encourage a more serious internal review.

Official NRMA Complaint Resources & Links

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—usually within 1 business day-and help 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 NSW 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.