NRMA Avis 

My experience with some recent road assistance with the NRMA was extraordinary due to the dedication and ability of the Nambucca Heads rep by the name of Bruce Boorer. He went out of his way to help me retrieve my keys which were locked inside my car. It was a seemingly impossible task to retrieve them but he persisted in trying and eventually his resilience and ability brought success. I can't thank him enough for his persistence and dedication to his job. Thank you Bruce so much!
Adrian

My advice: stay away from NRMA.

I was a loyal NRMA customer for 16 years, with multiple policies under the NRMA brand, including home and car insurance. Unfortunately, this experience has completely destroyed my trust in NRMA as a brand.

Following a flat-battery callout, an NRMA/AMS technician replaced the battery in my vehicle. Immediately afterwards, my vehicle’s onboard Condition Based Servicing (CBS) and digital service history records were no longer available. My vehicle’s service centre subsequently advised me that the records should have been restored as part of the battery replacement process and that manually restoring them would cost hundreds of dollars.

What has been far more concerning than the original problem is NRMA’s response. I raised the matter with their case managers and escalated it directly to their senior management team. Despite being fully aware of what had happened, they refused to take any accountability or meaningfully assist with resolving the issue.

This is what has fundamentally changed my view of NRMA. How can you trust an insurance and roadside assistance brand when, after 16 years of loyalty and multiple policies, its case managers and senior management team simply refuse to take responsibility when you raise a legitimate issue?

It feels like NRMA is happy to take your premiums and maintain the relationship while everything is going smoothly, but when you actually need them to stand behind a service provided under their brand, they are unwilling to help.

I would have expected NRMA to investigate the circumstances, establish what went wrong and work towards a reasonable resolution. Instead, I have been left to deal with the consequences and potentially pay hundreds of dollars to have the issue rectified myself.

The most disappointing part is the complete lack of accountability and the impression that, despite being a long-term customer, my legitimate concern simply does not matter to them.

My experience has left me with no confidence in NRMA, and I would urge anyone considering taking out insurance or roadside assistance with them to think very carefully about how the organisation may respond when something actually goes wrong.

This occurred in Armidale NSW. My 18 yr old granddaughter who resides in Sydney, had a flat car battery in Armidale. NRMA did not have the correct battery for her model vehicle so she was unable to purchase a new one from them. She obtained the correct battery from another sorce, but the NRMA technician refused to install it for her because she did not purchase it from them. I pay for her Roadside Assist membership as she is a student, and her car is under my membership. (Member for over 55 yrs) NRMA told her it was their policy not to install batteries that were not purchased from them, even when they did not have the correct battery to supply. I asked if it was an NRMA policy, or just an Armidale one. No answer. I used to have the utmost faith in the NRMA for assistance and they have always been good up until now. Her car is a 2017 Ford Escape and I am told that the battery is rather tricky to install. Perhaps this is why NRMA Armidale did not have the correct battery to sell her, and why perhaps they do not stock her car's battery and why they refused to install a battery for her. In the too hard basket. If the NRMA won't replace this model car's battery, then they shouldn't allow me to pay for roadside assistance for her car. I am more than happy to discuss what has happened with an NRMA representative as I believe it is a very poor way to treat a young person whose car has broken down. Shame NRMA Roadside Service Armidale.

I cannot believe how poor their website and app is. I get repeated failures to logon. Repeated requests to update my password. Come on NRMA get your act together.
If I google this issue it is widespread and been happening for a long time.

We would like to commend Andrew and James from NRMA for their assistance when we broke down in a bus lane in Wagga Wagga during hot weather.

They were professional and efficient, ensured our safety, managed the breakdown smoothly, and treated us with respect throughout.

Their attitude and patience were excellent. They are a credit to NRMA in our area. We are grateful for their help and would like their service recognised

Your roadside assistance is a absolute joke on Friday i made a payment to fix up my roadside assistance then i got another tex message after my payment was made saying I had to pay again then I asked to get towed and got told I had to pay another instalment before I can get towed again my car has to be for repairs tomorrow and now u wont tow it even after telling them i could make the instalment on Friday but no so I will not ever use ur company again you are useless bunch or money grabbing idiots I use to contact for nrma and how you stuff people around is discusting i do not recommend this company Just like this company stands for no real mechanics available i will never give you another cent again and I will be disputing the last payment made now

After being part of this outfit for 31 years, all I get is disrespect and disdain. I tried to add a vehicle. The add vehicle option online does not work. I ring and have to answer 6 different questions after a long wait as if this was fort knox. Then I am quoted a not so different price than normal for adding the vehicle and there is a hard sell on part of operator to add more unwanted services. Tired of that I choose to switch existing vehicle and I am advised that was not possible and then she relents and says next time I would have to get a separate cover for the vehicle I switched. Their current rating tells this all. They keep sending those stupid magazines which I have no use for and have an army of idiots manning the business. They have forgotten how to serve their customers.

My partner is insured with NRMA and always has been. She also has always paid for roadside assistance. She is now on the side of the road broken down, called nrma and they said she isn't on the plan (They organised) to tow a coaster and she'll have to pay $486 to get it towed. But they are happy taking the money for years. She has been waiting now at the edge of the motorway for hours and they still aren't there to help her. The will only take the bus up to 50km, not 57km to her destination. What a joke. H.E.L.P. change it to if you insure with us you're on your own when you are most in need . So angry right now.

Have had 2 batteries replaced via NRMA Roadside Assistance the last 2 years and guess what.... both had to be replaced because they led to the car breaking down within the 12-month warranty period. Now on my 2nd run with NRMA claims, they have rejected all blame and are refusing to refund my mechanic's invoice despite clear evidence of the malfunctioning battery. Have referred this to AFCA and the ombudsman, as I'm sure I am not the only person affected by this blatant misconduct. They must have very poor recordkeeping practices because they are also trying to claim they have no record of this 2nd battery replacement in their systems.
You'll have to try a bit harder than that to get out of a damages claim NRMA!