Zero compassion for customers
I've been an N.R.M.A. insurance customer for years, but this experience has completely changed my view of the company. My car was sent to one of their approved repairers, who is refusing to use locally sourced GENUINE OEM parts that I found myself, just minutes away, and could have had fitted immediately. The delays have been staggering. First, it sat for three days waiting for an assessor. Then it sat for another week waiting for a quote and assessor approval. Now, after three weeks total, I have been told it will be a further two month wait for parts to be shipped from Japan, despite the exact parts being available locally and ready to fit straight away. I have called N.R.M.A. multiple times and left messages, but no one has called me back or taken any responsibility for resolving this. In the meantime, I am paying hundreds of dollars out of my own pocket for a rental car, through no fault of my own. For a company that promises to look after its customers, this has been an incredibly frustrating and costly experience, with a complete lack of communication and accountability."
Reply from NRMA Insurance