How do I make a claim?

For glass-damage-only claims (like windscreen damage), you don’t need to pay an excess if you:

• Have Comprehensive Plus
• Added no excess for glass damage to your policy
• Aren’t at fault, and you have the at-fault person’s details.

If you’re only claiming for glass damage, call our glass specialists on 1300 050 912.

It's easy to make most claims online or by using the NRMA Insurance mobile app. However, if you'd prefer to call 131 123, we're available 24/7.

Most claims for damage to your home we organise to send a preferred repairer to attend and inspect your property.

When a claim is accepted these repairers can organise the necessary tradespeople to attend and fix the damage.

Take photos of the accident if you can. Pictures of damaged vehicles or property, the location of the incident, number plates and the other driver's licence details will all be useful for your claim.

If your car’s been stolen, or someone has tried to steal or damage it, you should report the incident to the police before starting your claim.

The police will give you an incident report number, which you’ll need to make your claim.

After you’ve reported the incident, the quickest way to start your claim is by opening the NRMA Insurance app or logging into your account. If you need help with your claim, you can call 131 123.

If you have a Classic Car policy, call 131 123.

Don't have the app?

If you don’t have the app, you can:

• Download on the App Store, or
• Get it on Google Play.

You should make a claim as soon as possible, but if you’re unsure get in touch with us.

Most claims can be made at any time, but sometimes you’ll need our approval before incurring certain costs, such as towing, or repairing or replacing damaged property.

In NSW, QLD, ACT or TAS, you can make home and most car claims online by logging in to your account.

If you have a Veteran, Vintage and Classic Car policy, any other type of insurance, or would just prefer to speak with us, call on 131 123 and we'll make your claim for you over the phone, 24 hours a day, 7 days a week.

In SA, WA and the NT you can make a car or home claim online (except for Classic Car policies) by logging in to your account.

For all other types of insurance, or if you’d prefer to speak with us, you can call our 24/7 claims line on 131 123.

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.

Your No Claim Bonus won't be affected if:

• You were in an accident that wasn't your fault, and
• You give us the name and address of the driver who was at-fault.

Your No Claim Bonus might be affected if:

• You were in an accident that was your fault, or
• Your vehicle was damaged by storm or theft.

Your No Claim Bonus won't be affected if you can't be reasonably be expected to provide the other driver's details. (For example, if the damage occurred while your vehicle is parked and you're away from the vehicle.)

Call us on 131 123 to find out exactly how your No Claim Bonus could be affected by your claim. For more information, read the Premium, Excess and Discounts Guides on our policy booklets page.

Important: We're phasing out our No Claim Bonus. If you currently have a No Claim Bonus, it will apply until you next renew.

You can check the progress of a car or home claim by logging into your account.

For all other claims, call us on 131 123 (available 24/7).