Help Hub Terms of Use
We operate Help Hub which is a rewards, safety and engagement program that allows NRMA Insurance policyholders (“you” or “your”) to receive certain offers and rewards. Help Hub is an optional program which we provide at no additional cost as part of the NRMA Insurance app and NRMA Insurance Online Account. Help Hub was previously known as the NRMA Insurance Rewards Program.
These Help Hub Terms of Use apply to your access and use of Help Hub, and form part of the Terms of Use for our website located on the www.nrma.com.au domain name. To the extent of any inconsistency, with regards to your access and use of Help Hub, these Help Hub Terms of Use prevail. Your access and use of Help Hub constitutes your agreement to these Help Hub Terms of Use. If you do not agree to all the terms and conditions in these Help Hub Terms of Use, please do not continue to use Help Hub in any way.
Where Help Hub allows you to access certain functionality available on our websites or mobile sites, such access will be governed by the terms of use for those sites.
For the avoidance of doubt, My NRMA Rewards is a standalone membership program offered to NRMA Members and is not related to Help Hub. NRMA Membership is provided by National Roads and Motorists’ Association Limited (ABN 77 000 010 506) trading as NRMA, which is separate and independent from Insurance Australia Limited (ABN 11 000 016 722) trading as NRMA Insurance.
- Conditions of use
1.1. We grant you a revocable, non-transferable, and non-exclusive licence to access and use Help Hub for personal and non-commercial purposes strictly in accordance with these Help Hub Terms of Use.
1.2. Use of Help Hub for any purpose not expressly permitted by these Help Hub Terms of Use is strictly prohibited.
- Eligibility for Help Hub
2.1. To access and use Help Hub, you must have an active NRMA Insurance Online Account. To access and use Help Hub via the NRMA Insurance app, you must have the latest version of the NRMA Insurance app installed on your mobile device and then access Help Hub via the Rewards tab. To continue using Help Hub via the NRMA Insurance app, you must have the latest version of the NRMA Insurance app installed on your mobile device. To access and use Help Hub online, you must log into your online account and then access Help Hub via the Rewards menu.
2.2 Help Hub is only open to individuals who live in Australia and have at least one active NRMA Insurance policy that is accessible in the NRMA Insurance app or in the NRMA Insurance Online Account. Individuals who hold only an NRMA Business Insurance policy are not currently eligible to join Help Hub. NRMA Insurance app users who only have “third party” or “shared” access (i.e., who are not a named policyholder) are not eligible to join Help Hub. You may only have one Help Hub customer account, however each eligible joint policyholder can have their own Help Hub customer account.
2.3. Upon accessing Help Hub, you will be able to see your unique Rewards customer number on the Help Hub dashboard either by clicking on the Rewards tab in the NRMA Insurance app or by clicking on the Rewards menu in your online account.
2.4. If, after accessing and using Help Hub, you cease to have at least one active NRMA Insurance policy, you will remain part of Help Hub until your Help Hub customer account is closed (see section 5 below).
Note: Help Hub is not a part of your NRMA Insurance policy, nor does your use of the NRMA Insurance app impact your ability to make a claim under such a policy.
- Offers, rewards and benefits
3.1. Selected offers, rewards and benefits available to you will be accessible from the Rewards tab in the NRMA Insurance app menu and/or the Rewards menu in your online account.
3.2. Some of these offers, rewards and benefits may be governed by specific, additional terms and conditions (including additional fees or costs) applicable to the offer, reward or benefit (in particular where provided by one of our third party partners). Please read these additional terms and conditions before taking up the offer, reward or benefit.
3.3. Safety challenges may be accessible to you from the Rewards tab in the NRMA Insurance app menu only. Safety Challenges are not accessible from the Rewards menu in your online account. A safety challenge is made up of a group of related safety activities. All safety activities must be completed to complete a safety challenge. Completion of the safety challenges is voluntary, and you undertake any safety activities described in the NRMA Insurance app at your own risk. Your undertaking of any safety activities does not impact your NRMA Insurance policy or any claim that you may make under such a policy.
3.4. Please note that certain benefits we provide from time to time (including the “Priority Assistance” benefit) may not be available at all times, and may be unavailable for periods, including if there are major weather, natural disaster or other catastrophic events, where we need to meet regulatory requirements or where there are technical issues impacting our Contact Centres.
- Weather Alerts
4.1. Subscribing to Weather Alerts
(a) If you enable our free Weather Alerts subscription service in the NRMA Insurance app, you acknowledge and accept that:
i. you are bound by this section of these Help Hub Terms of Use;
ii. we will send you Weather Alerts from time to time;
iii. Weather Alerts can only be enabled or disabled in the NRMA Insurance app; and
iv. Weather Alerts cannot be enabled or disabled in your online account.
(b) Weather Alerts will be sent to you by NRMA Insurance. However, the content within each Weather Alert is provided to us by a third-party provider.
(c) Enabling or disabling Weather Alerts, or your undertaking of any activities in response to a Weather Alert, does not impact your NRMA Insurance policy or any claim that you may make under such a policy. Weather Alerts are provided for information purposes only and are intended to help you make your world a safer place by helping you control the things you can and prepare for the things you can’t.
(d) To be able to receive Weather Alerts via SMS:
i. you must register a valid Australian mobile phone number to your online account; and
ii. the mobile device associated with the registered mobile phone number must be switched on and within the coverage area of your mobile phone service provider.
(e) To be able to receive any in-app Weather Alerts, your mobile device on which you have installed the latest version of NRMA Insurance app must have functional internet access in order to receive any in-app Weather Alerts.
4.2. Hail Alert Notifications
(a) One type of Weather Alert available to you is named ‘Hail Alerts’.
(b) By enabling ‘Hail Alerts’ in the NRMA Insurance app you acknowledge and accept that you may receive Hail Alerts via SMS and in the NRMA Insurance app from us at any time, as hail events can occur anytime 24 hours a day, 7 days a week.
(c) Hail Alerts are based on the address that you nominate in the NRMA Insurance app when you enable this feature.
(d) You can only nominate one (1) address that is presented to you in the NRMA Insurance app for the purposes of receiving Hail Alerts. The addresses presented to you are those that are linked to your active eligible NRMA Insurance policies. If any of the addresses presented to you in the NRMA Insurance app are incorrect, please re-confirm the addresses that should be linked to the active eligible NRMA Insurance policies that you hold, either:
i. in the NRMA Insurance app, if this functionality is available for the applicable policy; or
ii. contact 132 132.
(e) We receive hail alert information from a third-party provider who monitors hail events in Australia 24 hours a day, 7 days a week. Hail event information is sent to us when a storm with large hail (i.e., hail with a diameter of 2cm or greater) is detected across Australia by the third-party monitoring systems. Our systems will match and send the Hail Alerts to you if the hail event information received matches your nominated address.
4.3. Disabling Weather Alerts
(a) You can disable any type of Weather Alert at any time, via the settings in the NRMA Insurance app. Disabling a type of Weather Alert (e.g., a Hail Alert) will mean you will not receive such Weather Alert anymore.
(b) If you cease to have at least one active NRMA Insurance policy, you will have the option, via the settings in the NRMA Insurance app, to disable any type of Weather Alert you have previously enabled.
(c) Deleting the NRMA Insurance app will not disable any Weather Alerts.
4.4. Accuracy of Weather Alerts
(a) While care is taken to ensure Weather Alerts are accurate and up to date.
i. Weather Alerts may not be accurate or current, as we rely on a third-party provider to provide us with relevant Weather Alert information in a timely manner; and
ii. we do not take responsibility for the accuracy of the information provided and these alerts should not be solely relied upon. Some Weather Alerts may be delayed or not sent due to system failures.
5. Closing your Help Hub customer account
5.1. Closing your Help Hub customer account means your customer account will be closed, and you will no longer receive offers, rewards, benefits and other information associated with Help Hub.
5.2. You will not be able to reactivate your previous Help Hub customer account or access any associated benefits or rewards. If you wish to access and use Help Hub again in the future, you will need to create a new Help Hub customer account where you will receive a new Rewards customer number (see sections 2.1 - 2.3 above).
5.3. You can close your Help Hub customer account by calling 132 132 or by calling Priority Assistance from the Rewards tab in the NRMA Insurance app menu or the Rewards menu in the your online account.
5.4. Closing your Help Hub customer account does not also de-register your online account. If you wish to de-register your online account, you must follow the prompts in-app or call us at 132 132.
6. Linking and merging duplicate Help Hub customer accounts
6.1. If we identify that you hold duplicate Help Hub customer accounts, we may link or merge your duplicated Help Hub customer accounts into one single account from time to time. We will use reasonable endeavours to consolidate any accrued rewards and benefits into the consolidated Help Hub customer account.
6.2. If you consider that we have merged or linked any Help Hub customer accounts in error, please call us at 132 132.
- Limitation, suspension or termination of Help Hub
7.1. We may limit, suspend or terminate your use of Help Hub (or part of Help Hub) at any time, including if:
(a) you breach these Help Hub Terms of Use and (if that breach is capable of being remedied) you fail to remedy that breach within 7 (seven) days (such as where you are using Help Hub in a way that could result in harm to others);
(b) if you act fraudulently or unlawfully in connection with your use of Help Hub (including where you access Help Hub using another person’s details); or
(c) the security or integrity of Help Hub is compromised in any way, it is not capable of being provided as reasonably anticipated due to any reason beyond our control (including due to security or technical issues, unlawful or fraudulent activity), or the provision of Help Hub is no longer permitted.
7.2. We will endeavour to give you notice of such limitation, suspension or termination, however this may not be possible or appropriate depending on the circumstances.
- Disclaimer
8.1. To the maximum extent permitted by law we are not liable for any loss, damage or personal injury suffered or sustained as a result of, in connection with, or arising out of the use of Weather Alerts, which includes, but is not limited to:
i. the failure or delay in warning you of a weather event;
ii. provision of a Weather Alert that warns of an event that fails to materialise; and/or
iii. any inaccuracies in the predictions of the location of the weather event,
and you release us from any such liability.
8.2. Unless expressly stated otherwise, references to third party brands, products, suppliers, merchants or services on the NRMA Insurance app or the NRMA Insurance Online Account are not an endorsement or representation by us as to the quality, appropriateness or otherwise of those brands, products, suppliers, merchants or services.
8.3. NRMA Insurance recommends that you consult your accountant or tax adviser to ensure that you understand possible tax implications, if any, related to the rewards and benefits offered through Help Hub.
- Complaints
9.1. We always aim to give you the best service possible, but we understand that sometimes issues come up and you may have a complaint.
9.2. You may find information on how to make a complaint at nrma.com.au/complaints-resolutions.
