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Help Hub Program FAQs

Find answers to the most frequently asked questions about Help Hub.

Looking for the legals?

Head to our Terms of Use.

Help Hub essentials

How do I access Help Hub?

To start enjoying rewards through Help Hub, you’ll need to:

  • Live in Australia
  • Have an active NRMA Insurance online account
  • Have at least one active NRMA Insurance policy (you’ll need to be listed on the policy) or one or our other eligible products or services
  • Download the latest version of the NRMA Insurance app or access Help Hub via web

Access and use of Help Hub is subject to our Terms of Use.

Once you’ve done that, you’ll see all available Help Hub benefits in the Rewards tab in the NRMA insurance app.

I tried to access Help Hub but can’t, how do I know if I’m eligible?

To be eligible to access Help Hub, you need to:

  • Live in Australia
  • Have an active NRMA Insurance online account
  • Have at least one active NRMA Insurance policy (you’ll need to be listed on the policy), or one of our other eligible products or services
  • Download the latest version of the NRMA Insurance app or access Help Hub via web.

Unfortunately, you won’t be able to access Help Hub if you only:

  • Have shared or third-party access to policies in the NRMA Insurance app or in your NRMA Insurance online account
  • Have an active NRMA Membership (Roadside assistance)
  • Hold a Business Insurance policy.

What’s the difference between Help Hub and My NRMA?

Help Hub is a rewards, safety and engagement program offered by NRMA Insurance.

My NRMA is a separate membership program offered by National Roads and Motorists’ Association Limited trading as NRMA* which is separate and independent from NRMA Insurance.

NRMA Membership is provided by National Roads and Motorists’ Association Limited trading as NRMA* which is separate and independent from NRMA Insurance.

If you only have an active NRMA Membership, you’re not eligible to access Help Hub. For more information, read our Terms of Use.

I don’t want to participate in Help Hub anymore, what do I do?

There are 2 ways to close your Help Hub account, which you can do at any time:

  1. In the NRMA Insurance app, go to the More tab and click Close Help Hub account
  2. Call the Priority Assistance support line and make the request. You'll find the number in the Rewards tab in the NRMA Insurance app and from the Rewards menu in the NRMA Insurance online account.

Your Help Hub account will be closed within 3-5 business days. Once your Help Hub account is closed, you’ll lose access to all your existing rewards and benefits. You’ll need to create a new Help Hub account if you decide to rejoin the program. This means you’ll receive a new Rewards customer number.

Before closing your Help Hub account, we suggest you download and save any eGift Cards you have so you can use them before they expire.

eGift Cards acquired through Help Hub are only visible in your Help Hub dashboard in your online account.

Where can I send feedback or ask questions about Help Hub?

For general feedback, support and questions, contact us.

For any complaints, please refer to our Complaints and resolutions page to find out how to make a complaint.

How do I use Help Hub on the web?

To access Help Hub using your desktop, simply log in to your NRMA Insurance online account and navigate to the Rewards tab in the top menu.

Keep in mind, the desktop experience doesn’t include Safety Challenges or Weather Alerts, and sometimes certain offers are only available via the NRMA Insurance app. To participate in those, you’ll need to download the NRMA Insurance app. eGift Cards acquired through Help Hub are only visible in your Help Hub dashboard in your online account. 

eGift Cards

How do eGift Cards work?

Here’s some important things to know about eGift Cards:

  • eGift Cards are visible in your Help Hub dashboard in your online account and can be saved to your Mobile Wallet (if you have an Android or iPhone) or to your computer. eGift Cards acquired through Help Hub are not accessible to you from your Help Hub dashboard in the NRMA Insurance app.
  • Preloaded credits on an eGift Card may have an expiry date. This is determined by the relevant retailer’s terms and conditions.

I’m having issues with my eGift Card, what do I do?

If you have acquired an eGift Card through your Help Hub account, these eGift Cards are issued by a third-party retailer (for example, Kmart or Myer), and not NRMA Insurance.

This means that if you’re experiencing the following issues, you’ll need to speak directly with the merchant:

  1. Trouble checking the balance of your eGift Card
  2. Problems using the eGift Card in store
  3. Disputes relating to the terms and conditions of the eGift Card.

For issues not listed above, give us a call on 132 132 to discuss and we’ll help you out.

Safety Challenges

Will my insurance policy be impacted by my participation in Safety Challenges?

Safety Challenges are completely optional. Your participation in Safety Challenges (or decision not to participate) has no impact on your NRMA Insurance policy coverage, premium or ability to make a claim.

Priority Assistance

Is Priority Assistance always available for Help Hub users?

Priority Assistance is our telephone support line that allows Help Hub users to skip the queue and get help sooner if they want a new quote for a Motor, Home or CTP policy, or to amend their current policies or update their CTP details.

It’s important to remember that sometimes Priority Assistance may not be available, such as Good Friday and Christmas Day. It may also be unavailable:

  • During a major weather event, natural disaster or other catastrophic event
  • Due to technical issues.

How do I access the Priority Assistance support line?

You can access Priority Assistance from the Rewards tab in the NRMA Insurance app and from the Rewards menu in the NRMA Insurance online account.

Weather Alerts

Can I get Weather Alerts for more than one address?

No, only one address can be nominated at a time. The addresses that are eligible to be nominated for Weather Alerts are those that are listed on the insurance policies (or one of our other eligible products or services) that are linked to your Help Hub account.

How accurate are the Hail Alerts?

Hail events are monitored by a third-party provider 24 hours a day, 7 days a week. They let us know when their systems detect hail that’s 2 centimetres or larger.

We then relay this information on to anyone who has subscribed to Weather Alerts as an SMS message.

Sometimes, alerts might be delayed or not sent due to system failures. See our Terms of Use for more information.

How do I change the number Weather Alerts are sent to?

To change the number your Weather Alerts are sent to, give us a call on 132 132. The mobile number nominated has to be the same as the mobile number registered to your NRMA Insurance app and NRMA Insurance online account.

Safer Journeys

What is 'Safer Journeys'?

Safer Journeys uses your phone’s sensors and GPS to help you see how you're driving. It captures your trips, highlights important moments like hard braking or rapid acceleration, and maps exactly where these events occurred, giving you insights to help improve your driving habits.

How do I sign up for ‘Safer Journeys’?

Access to the Safer Journeys feature is available via the NRMA Insurance app.

Once you have downloaded and logged into the NRMA Insurance app you will need to become a member of the NRMA Insurance Help Hub (if you aren't already).

Help Hub members can access 'Safer Journeys' by clicking on Try Safer Journeys and accepting the Terms and Conditions and associated phone settings.

How are trips recorded?

Once you have enabled Safer Journeys, it runs in the background of your smartphone and automatically detects and records your trips. Each trip is processed, and your driver score is calculated, with results appearing in the app a few minutes after the trip completes.

How many trips can I see?

You’ll be able to see your trips from the last 30 days. Your trip score is also calculated based on trips from the last 30 days.

How do you collect and use my data?

We use information from your smartphone regarding your Location and Physical Activity to identify and record trips. Location is only recorded for the duration of a trip. 

For more information, please refer to NRMA Insurance’s Privacy Policy.

Do I need to manually record every trip I take each time I get in my car?

No, the NRMA Insurance app runs in the background and automatically records trips when your smartphone detects motion that signifies a drive.

How much of my smartphone’s data plan will Safer Journeys use?

Safer Journeys will upload approximately 500-600KB of data per hour of driving. If you drive 1 hour/day for a month, the app would use about 18MB of data that month.

Will my driver score affect my insurance policy?

No, your driver score won’t affect your policies or premiums.

Will my driving data be used in a claim?

No, we will not use your driving data in the event of a claim.

The app has been recording my train, rideshare, and other passenger trips, what can I do?

No problem, just open Safer Journeys and click on the impacted trips. Here you will have the option to select who was driving, or if you were just a passenger in a rideshare vehicle, or on a train.

Can I opt out?

Yes, you can opt out of Safer Journeys any time by going to the More tab > Settings > Safer Journeys. You can also disable tracking by updating your Location Services and Physical Activity preferences via device settings.

Opting out means you lose access to your driver score and past trips (unless you opt back in within 30 days).

How often is my driver score calculated?

A driver score is a numerical value that is based on the individual driving behaviours of a driver signed in with Safer Journeys enabled within the NRMA Insurance App.

Your trip score and driver score are typically updated shortly after the completion of a trip captured by the app. The value is calculated using data from the NRMA Insurance app and takes into account speed, acceleration, braking, cornering and phone use.

Each trip receives a star rating out of five. The driver score is a score out of 100 and reflects a rolling average of 30 days. Due to the rolling average nature of the driver score you may or may not see this change after a single trip.

What constitutes phone use?

Phone use will be detected if: your car is in motion, the screen of the phone is on, and the phone is being engaged with. Please note, if you are a passenger in a car and the app is running, phone use will also be detected.

If you want to get a good driving score, avoid engaging with your phone at any time during your journey unless you are parked, and the keys are removed from the ignition. It’s common sense, and the law.

Will Safer Journeys record my driving, even if I am not driving a car insured with NRMA Insurance?

Yes, Safer Journeys is designed to rate your driving behaviours and automatically detects trips when your smartphone detects motion that signifies a drive, so does not consider which car is being driven.

Is an Internet connection required?

An active Internet connection is NOT required for Safer Journeys to record a trip. 

However, your smartphone must have an internet connection (cellular or WiFi) to upload newly captured trip data to the cloud. If your smartphone is not connected to the internet when new trip data is acquired, it will be uploaded when the internet connection is re-established. If there is a delay in uploading, scoring will not appear in Safer Journeys until shortly after the data is sent to the cloud for processing.

If my phone is powered OFF, will it still record trips?

No, your phone must be powered ON for Safer Journeys to record trip data.

Will Safer Journeys be a drain on my battery?

We'd be surprised if you saw more than 5% battery drain per hour. This may vary based on your phone model and age, as well as other common battery drain causes, such as having multiple apps open or using GPS frequently. When we are making changes or improvements to the NRMA Insurance app or to Safer Journeys, we do our best to avoid unnecessary battery drain.

What happens to a trip if it is interrupted due to a low battery?

If your phone is not connected to a charger and its battery drops below 20% during a trip, Safer Journeys stops recording your trip. Once your phone is connected to a charger, trip recording resumes.

Important: You should never attempt to connect the phone to a charging source while driving.

How does the 5-star scoring relate to the driver score? Example, braking is 5 stars for all trips, but my overall braking score is 94.

In general, scoring for individual trips is calculated and assigned a rating from 1-5 stars. Higher numbers indicate more desirable behaviours, or more specifically, a combination of fewer, shorter, and less severe negative events during the trip.

Over time these trips are looked at from a cumulative basis and given a score out of 100.