NRMA Insurance Woes

A recent letter to my insurer....Beware of Customer Atrophy

Hi

I've been your customer for some time now. Over the last few months the level of service I've been receiving is making me think of changing companies.

It's mainly to do with the level of expectation you're creating in your customer service, which does not match what actually happens.

So, I've had a claim with you for some storm damage, and have had NRMA make some promises to me as a customer that I think you have not kept, across a range of activities.

First, on the IVR system, I rang to start my claim, during working hours, and I was advised by the recorded voice to leave my contact details and that NRMA would respond/call me back within I think, maybe 48 hours, or two days or something like that. After over a week no one returned my call despite the explicit message on the phone that NRMA would.

Some weeks later I rang again, got the same message, and again left my details. Over a week went by and no one from NRMA returned my call, again.

I emailed NRMA, and then got a response from them (someone called back), so thanks to the email people...

My claim got underway.

Next, I was told an assessor would come out to do an assessment. I had water come through the ceiling and through two rooms and through two floors. He turned up as promised, and made an assessment that the damage may or may not be due to the storm, and that he would need to get someone out to go on/into the roof to determine if it was storm damage. At no stage did he go on the roof.

He gave me the expectation that if it was not storm damage, that we would likely not get insurance coverage to repair whatever the problem was, but that we would get coverage to fix up some minor damage inside the room where the damage was visible ( a bit of painting, bit of plastering, very minor). I was quite ok with the idea that if it was not damage caused by the storm then I would have to do my own repairs to the roof. The assessor said he would get someone to go on/in the roof and determine if it was storm damage or not, in the next week or two.

That was about 2 months ago.

So, your representative has given me the expectation that they would examine the roof to see if there was storm related damage or not, and that I would then know if it was storm related or not.

Three or four days later I received a letter from NRMA saying that the claim had been cancelled because my policy did not cover water coming in from non storm related damage. I rang that day, and told your agent that the assessor had not yet examined the roof, the assessment was not yet completed, and that he would be doing so within the next week or two, and that no determination had been made as to what the issue was, and that no one had actually checked the roof out.

Your agent then said that she would arrange for someone to ring/contact me with the idea that they would finish the assessment correctly.

That has not yet happened, no one from NRMA has contacted me about this.

So, in three instances, your company has made a committment to me as a client, yet failed to deliver on the committment.

1) I am still trying to get the original assessor to complete the assessment as they had promised, and they indeed promise that 'next week' they will contact me. This has been told to me four times now over the two months, the last time being this week.

2) The assessor indicated to me that if it was not storm related, that I would have to pay for my own roof repairs ( ok with me) but that I would be covered for the minor internal work.

3) NRMA told me they would arrange for someone to contact me to clear up the hastily cancelled claim, and complete the roof assessment satisfactorily, but that did not happen

4) And to start with, NRMA told me, by virtue of your Customer Care phone line that they would contact me, but that did not happen.

Look, I know it's no big deal, and nothing really tragic has happened, but I am weary of the customer experience, have no expectations that I will see any assistance from you or your representatives, despite me being fully prepared to pay for all my roofing repairs. What I am really unhappy with is the way that your company makes promises that it breaks.

My name is XXXXXXX

My claim number is #AHUXXXXXXXXX

If you would like to contact me to persuade me to remain your customer, my number is 0555555555.

cheers Karlfest