How to file a complaint and get quick results from NRMA
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
- For 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.
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.
Got an issue with NRMA? Send your complaint instantly!
Real NRMA complaints and how they were 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:
- NSW Fair Trading – for roadside/membership complaints: fairtrading.nsw.gov.au
- ACCC – to report misleading practices: accc.gov.au
- SIRA – 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
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