Complaints and resolutions
What to do if you have a complaint
We understand that sometimes issues come up and you may have a complaint.
We take complaints seriously, so we have a process we use to try to resolve them.
We try to stick to the time limits for each step but, if your complaint hasn't been resolved within 45 days, you may want to explore external review options like the Australian Financial Complaints Authority (AFCA).
If your complaint is about CTP Insurance (also known as a Green Slip), see the CTP Insurance complaints process for NSW.
If your complaint is about Life Insurance or Income Protection Insurance, see the Life Insurance and Income Protection Insurance complaints process.
If you have special hearing or communication needs, we have the following options to assist you with lodging your complaint:
Please use TTY Service on 133 677 7am–10pm via the National Relay Service and ask for 132 132 (7am–10pm).
Please use TTY Direct on 1300 768 361 (11am–8pm, Mon–Fri) for Hearing impaired service and ask for NRMA Insurance.
The customer complaints procedure has been translated into 5 common languages to assist people from non-English speaking backgrounds. You can view or download the Customer Complaints Procedure in the following languages:
If you require further assistance, please email us.