Last Thursday on my way to work I took a call from my wife. She’d been cleaned up by a truck on the highway!
The photo doesn’t do the damage justice. The doors were pushed quite far in, which isn’t surprising given that the car was pushed around 100m down the highway pinned to the front of the truck!
Nasty stuff, but at least she was okay. Our beloved family car was not so well, but we had a good insurance policy with NRMA, so I wasn’t too worried.
I don’t insure with NRMA because they’re the cheapest. I choose them because they have a good name, and it’s also where I started my own insurance career back in 2001.
NRMA’s online claim process is awesome. The forms work so well, and being into anything involving ‘insurance’ and ‘online’ I was super impressed.
That’s kind of where it’s ended though…
Since then I’ve had nothing but broken promises. Every update so far has come from me calling them, not the other way around.
And when I do call them, I definitely don’t feel looked after.
The person I just spoke with kept questioning what I wanted to know about the claim…
What do you think I want to know? I just want to know what is going on because you never tell me! Up until this morning I didn’t even know if the car was being repaired or written off.
It seems all NRMA want to talk about is the liability side of things. As I keep telling them, I don’t really care about that. We know it’s the other party’s fault. They’ve already said they accept liability. I’ll pay you the excess upfront if that’s what we need to get things moving.
So they have an awesome online system to get things going, but don’t appear to have the customer service side covered to follow it up.
I’d like to think we’re the opposite at Trade Risk.
A lot of our interactions start online as well, but our customer service staff enhance the experience rather than detract from it.
If people love Trade Risk’s online side, then they’ll really love our human side.
NRMA seems to be the opposite at this stage.
Anyway, just a little rant given that insurance is my ‘thing’. Hopefully the claim process improves from here.
Update:
I received a call today (7/08/2017) from a very helpful assessor at NRMA. She gave me a thorough update and answered a few tricky questions for me.
Unfortunately the repairs are going to take a few weeks, but I feel far better having spoken with this person. Heading in the right direction now! 🙂