Absolutely terrible customer service. Our car was involved in an accident that the police attended and declared us as not at fault. Called NRMA and on their end they decided we were at fault. We were then without a car for 3 weeks while we had to prove to them that we weren’t at fault. Had to pay for the police report ourselves since they refused. Finally the internal disputes resolution team actually looked at all the evidence and declared us not at fault. We have our car back repaired and now get a phone call from nrma claim team stating they have changed the liability to us at fault. According to asics regulatory guidelines this isn’t legal. They won’t give us anything in writing about this liability change and instead call us to bully us into accepting it. The toll this ordeal is taking on my family and continues to take is a disgrace. How can they ignore a police report? They don’t seem to understand road rules at all. Have now taken to AFCA.