Existing customers

To make changes to your payment details:

1. Log into your Self Service Centre account
2. Select 'Direct debit'
3. Select your policy
4. Within 'Payment Method', click 'Edit' and follow the prompts

Generally we ask you to pay your excess to the repairer or supplier that we've arranged to manage your claim.

We may also deduct this amount from any settlement that we make to you.

If you need to delay a payment, you can do this online.

1. Log into your Self Service Centre account
2. Select 'Direct debit'
3. Select your policy
4. Choose 'request payment extension'

If you've missed a monthly payment, you can make this online.

1. Log into your Self Service Centre account
2. Select 'pay now' on the relevant policy

If an ongoing monthly instalment is unpaid for:

• 14 days or more after its due date - we may refuse a claim for incidents that take place at that time
• 30 days after its due date - we'll automatically cancel your policy without giving you notice, on the 31st day

Provided all your information matches with that of the RMS, it can take up to an hour for your payment details to be transferred electronically. This is known as an Electronic Green Slip, or e-Green.

We recommend that you wait an hour before contacting the RMS to complete your registration.

If your payment details haven't transferred successfully, and you don't have a copy of the CTP Green Slip or a CTP policy receipt, the RMS won't be able to process your registration.

The RMS will ask you to contact us to resend a copy of your Green Slip. Please have your registration papers on hand to confirm your details.

If you've sold your vehicle and have motor insurance with us you should let us know as you may be entitled to a refund or any unused premium.

In some cases additional cancellation fees may apply.

You can contact us to tell us on 132 132 or visit your local branch

To change the car on your policy:

1. Log into your Self Service Centre account
2. Click 'View policy'
3. Scroll down to 'Vehicle'
4. Click 'Change vehicle'
5. Select the date from which you'd like these changes to apply, and click 'Continue'
6. Enter the details for your new car and click 'Continue'
7. Change the 'Insured for' and 'Basic excess' values (optional)
8. Click 'Continue'
9. Click 'Update my policy'. Your policy will now be updated
10. If a payment is required, enter your payment details and click 'Pay now' to complete the payment

Once a payment has been received, it may take up to three business days to process.

If you currently insure your home or contents and you're selling to move into a new home, we cover:

• Your new home from when you enter into the contract to buy it
• Your current home

Until whatever is sooner:

• Your new home is sold, or
• 60 days has passed from when you entered into a contract to buy your new permanent home

Your contents are covered at both your current and new home for up to 60 days.

You'll need to give us the details of your new home within 14 days from when you start moving.

To learn more about what you're covered for, refer to the Product Disclosure Statement (PDS)

We're making ridesharing insurance easy by including it in our car insurance products:

• Comprehensive Insurance
• Comprehensive Plus Insurance
• Third Party Property Damage
• Third Party Fire & Theft

To ensure it's included in your policy, simply get a quote and when asked if you use your vehicle for business purposes, select ridesharing.

For existing customers, please call us on 132 132 so we can update your policy.

If you change your address then you need to tell us. You can do this by:

• Logging into your Self Service Centre account
• Calling us on 132 132
• Visiting your local NRMA branch

You can receive certain policy documents by email. To change your preferences from post to email this can be done in the Self Service Centre:

1. Log in or register now
2. Select 'Contact details'
3. Select 'Edit' on the section marked 'How to contact me' and follow the prompts

When you buy your insurance, we'll email or post you a Certificate of Insurance. Once your insurance is ready to renew, we'll send you a Certificate of Insurance in the form of a renewal document.

To get a copy:

1. Log into your Self Service Centre account
2. Click 'Policy documents'
3. Select your policy and follow the prompts

A Certificate of Currency is proof that your insurance is current. To download a copy or have it sent to your email:

1. Log into your Self Service Centre account
2. Click 'Policy documents'
3. Select your policy and follow the prompts

You can access your tax invoice online if you have a car, home, landlord, boat or trailer policy, or a home security account with us.

1. Log into your Self Service Centre account
2. Select the 'Policy documents' link
3. Select the policy that you need the invoice for
4. Click the 'Email' button to request your tax invoice
5. Check your email for your invoice, or download it in your Self Service Centre account within 15 minutes

When you make a claim, we may ask you to provide documents that help us assess and settle your claim. Documents can also be used to help us identify correct replacements for you.

Some examples of the types of documents are receipts, valuation certificates, credit card or bank statements, photos or an emergency services report.

Cover notes are an interim contract of insurance giving temporary cover until a full insurance policy (i.e. Certificate of Insurance) is issued. The period of cover is 21 days.

You can make a car claim online, it's simple, all you need is your policy number to register or just log into your Self Service Centre account. For other claims call us on 131 123 and we'll lodge your claim for you over the phone. We're able to do this, 24 hours a day 7 days a week. However if you're making a Business Insurance claim, please complete the relevant Business Insurance claim form

There's no deadline for when you need to inform us about your claim, but it's a good idea to get in touch as soon as possible.

We have a 24/7 claims line and easy online claims so we're here when you need us.

First check to make sure everyone's ok.

If your car requires towing call us and we can organise someone to attend for you.

If another car is also involved and you can, obtain some information from the other driver(s):

• The other driver's name
• Their address
• Licence number
• The other car's registration number

It's also helpful to take photos of the damage to both cars.

When you make a claim, we may ask you to provide documents that help us assess and settle your claim. Documents can also be used to help us identify correct replacements for you.

Some examples of the types of documents are receipts, valuation certificates, credit card or bank statements, photos or an emergency services report.

Research shows that drivers that either have less than 2 years driving experience or are under 25 are more likely to have accidents that they're responsible for.

This means that we have to charge those drivers with an age excess.

The age excess will only apply if the driver is found to be responsible for the accident.