There are times when we may identify an issue that affects some customer policies or claims. If this occurs, we are committed to resolving the issue and making things right for our affected customers as quickly as possible.
We are sorry if you have been affected by such an issue.
If we find your current or former policies are affected by an issue we have identified, we will contact you by mail, email, phone, and/or SMS to provide more information and where applicable, a refund.
Sometimes, we may not have all the information we need to process your refund, so we may contact you and ask you to provide the further information.
Our correspondence may include a QR code which will direct you to our online Payment Form where you can enter your details and request your refund.
If we’ve recently sent you a communication about providing you with a refund, the quickest and easiest way for us to provide your refund is by clicking the button below1.
You will need to provide the reference number from the letter or email we sent you.
Alternatively, you can confirm your payment information by contacting us using the details provided below. If you do not complete this form or contact us, we may not to be able to provide you with your refund.
Once you confirm your details with us, we’ll send you a letter or email with more information about your refund. Your refund will be processed within 15 business days from the date of that letter.
Our preference is to pay refunds via bank transfer, so you have access to your refund payment as soon as possible. We may not have your most up to date bank account details on file and we want to make sure we can successfully process your refund.
If we have asked you to provide your payment details and if we do not hear back from you, we may not be able to pay you the refund and we may be required to transfer the funds to a government revenue agency, according to the legislative requirements for your state or territory.
Due to existing system limitations, we are not able to provide refunds to credit cards.
Other government charges are additional amounts paid by you and may include Emergency Services Levy, Fund Levy and/or stamp duty. If applicable, a refund of these charges has been included in your payment.
The interest rate we applied is in line with the Australian Financial Complaints Authority (AFCA) approach to calculating interest on refunds paid to customers and has been calculated from at least the date/s you were overcharged or incorrectly charged until at least the date the payment was issued.
No, your policy status or cover has not changed. We are just providing you with a refund for the period your policy has been impacted by this issue.
If you have not received your payment after 15 business days from this notification, please contact us using the details provided below.
If you feel the refund has been sent to the incorrect person or if your account details have changed, please contact us using the details provided below.
You may be contacted separately for each policy that is impacted by an issue we have identified.
Your privacy and safety are important to us. To learn more about how we manage your personal information and how you can protect your details, you can read our Privacy Policy and Consumer Alert pages.
If you think you have received a suspicious message, please let us know by using the contact details provided below.
If you wish to make a complaint about an issue you were affected by, you can contact us on 1300 064 698. For further information about our complaint and dispute handling process, please visit the Complaints and resolutions page.
If you’d like more information about your refund, we’re here to answer your questions.
If you have any questions, contact us at nrmacustomerrefunds@nrma.com.au.
Phone
We’re available over the phone Mon-Fri.
