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Find answers to the most frequently asked questions about Help Hub.
Head to our Terms of Use.
To start enjoying rewards through Help Hub, you’ll need to:
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.
To be eligible to access Help Hub, you need to:
Unfortunately, you won’t be able to access Help Hub if you only:
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.
There are 2 ways to close your Help Hub account, which you can do at any time:
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.
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.
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.
Here’s some important things to know about eGift Cards:
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:
For issues not listed above, give us a call on 132 132 to discuss and we’ll help you out.
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 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:
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.
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.
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.
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 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.
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.
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.
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.
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.
No, the NRMA Insurance app runs in the background and automatically records trips when your smartphone detects motion that signifies a drive.
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.
No, your driver score won’t affect your policies or premiums.
No, we will not use your driving data in the event of a claim.
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.
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).
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.
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.
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.
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.
No, your phone must be powered ON for Safer Journeys to record trip data.
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.
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.
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.
Home Health Check is an automated property report service designed to help you better understand potential issues affecting your home. It provides insights about your property’s condition, natural hazard exposure and maintenance considerations, along with practical suggestions to help you protect your home.
Home Health Check combines property information, aerial imagery and risk modelling to generate a report for your selected address. The report highlights potential issues and opportunities to improve the resilience and maintenance of your property.
No. Home Health Check is not and does not involve a physical property inspection. It is not a substitute for professional advice. The report is generated using available property information, aerial imagery and modelling techniques, and may not identify every condition or issue affecting your property.
Depending on your property, the report may identify roof condition issues, overhanging vegetation, and other property maintenance issues.
No, your use of the Home Health Check service by accessing the service and generating reports will not, by itself, affect your insurance policy. However, under your policy you are required to maintain your home in good repair and condition, including by ensuring your home is watertight, structurally sound, secure, and well-maintained.
This may include fixing issues that are identified in a report, if you ought reasonably to have been aware of these issues even if you did not use the Home Health Check service.
We do not take into account your accessing or generation of Home Health Check reports when assessing claims, calculating your premium, or determining renewal eligibility. However, we may nonetheless take into account information about the condition of your property that we have access to, including information that may also be contained in a Home Health Check report, when assessing claims, calculating your premium, or determining renewal eligibility.
You should refer to your PDS for more information about your obligations and your insurance coverage.
Under your insurance policy, you are required to maintain your home in good repair and condition including by ensuring your home is watertight, structurally sound, secure, and well-maintained. We recommend investigating and fixing any identified issues as soon as reasonably practicable.
Addressing maintenance issues early may help reduce the likelihood of damage caused by weather events or property deterioration. The recommendations are designed to help you better protect your home and improve its resilience.
NRMA Insurance strongly recommends engaging qualified and licensed professionals to assess and undertake any recommended repair or maintenance work.
Each report is based only on information available at the time the report is generated and may not always reflect the current condition of your property. If you believe the information is incorrect, please contact us.
Reports are generated on request using information available at the time of generation. You can find the date that the image of your property was captured in the caption underneath the image in your Home Health Check report.
NRMA Insurance strongly recommends that you engage suitably qualified and licensed professionals to assess and undertake any repair or maintenance work recommended in this report. Any work carried out must be performed safely, in compliance with all applicable laws, regulations, and standards, including relevant building codes and work health and safety obligations.
Protecting your privacy is important to us. NRMA Insurance handles your personal information in accordance with our Privacy Policy. We may provide limited personal information (such as the address of your property) to third parties for the purpose of providing the Home Health Check service.
Home Health Check reports may contain links to third-party search engine providers, to help you find qualified professionals to assist with addressing maintenance issues. If you choose to search for nearby tradespeople, certain information may be shared with Google Maps to support that search experience. Please refer to our Privacy Policy for more information.
Protecting your privacy is important to us. NRMA Insurance handles your personal information in accordance with our Privacy Policy.
Home Health Check is available to eligible customers with active policies and access to supported digital channels.
The date that the image of your property was captured is displayed in the caption underneath the image.
Under your insurance policy, you are required to maintain your home in good repair and condition, including ensuring your home is watertight, structurally sound, secure, and well maintained. If we separately identify that unremedied maintenance issues contributed to or caused damage to your home, it may impact your policy cover or the outcome of any claim you make.
Please refer to your PDS for information about your maintenance obligations and how exclusions, such as wear and tear, deterioration and lack of maintenance, may impact with your coverage.