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sbandliz


大宅

積分: 2106

好媽媽勳章


1#
發表於 08-8-4 18:58 |只看該作者
My experience so far: NRMA vs GIO

Background: Our parents have been with NRMA for a long time, so when we got married 14 years ago, NRMA was the natural choice for home and car insurance. For 13 years, we were lucky enough not to make a claim on our home insurance. Unfortunately, we were burgled last July. The thief was very determined, seriously damaging 2 new security screen doors, a glass door and a wooden window frame - and that was when our nightmare started.

NRMA home insurance is designed in a way that other builders are very reluctant to quote on insurance repair jobs - I know this because at the time, we had just finished a lot of work on roof repair and site drainage, so already have a builder who we trusted. This builder was very sympathetic to our plight, but explained that there is a very high chance that NRMA will reject his quote just because he is not the builder assigned to us by NRMA.

The following are the complaints I have against NRMA:
1. Every time we tried to call them to make enquiries on our claim, we were put on hold for 20 to 30 minutes. Considering the whole repair process took over 4 months, there was a lot of frustrating minutes being on hold.
2. You would think that this is a fairly standard break & enter repair job and that they can do their job blindfolded – but no - we ourselves have to follow up and chase up every quote, every appointment, every fax, every approval. YES, we used the builder NRMA “suggested”; and YES, we ended up doing their job for them.
3. After 4 months, they finally came to install / replace / repair the doors and windows. So far, we have been nice, polite and patient. Unfortunately, we found that our trust and faith was wrongly placed – the glass door wouldn’t lock, one security door was the wrong size and the other have locks that don’t lock correctly (I can use one hand to push it open from the outside after it was “locked”).

By this stage I was ready to scream. I wrote 3 letters - to NRMA, the builder, and the door company. For 4 months, we had to put up with not being able to use 2 external doors, but at least they were bolted shut and re-enforced with wooden bars and screws for added security. Now, because they took away all the wooden bars and damaged doors, we were left with a new door that wouldn’t lock and an exposed glass door - we had less security than we had before. We could not even leave the house because it could not be locked!

In the letter to the door company, I listed the complete list of things which needed to be fixed asap.
In the letter to the builder, I modified the letter to include the door company’s accusation that I was being “unreasonable” to expect an external door that can be locked from either inside or outside (which could be done in the damaged doors).
In the letter to NRMA, I included the previous letters plus adding the fact that we will hold NRMA 100% liable for any damages and loss until the situation is ratified.

They finally took notice of our situation and fixed up most things within 3 weeks – 4 months and 3 weeks after we got broken into!!

Since then, I have been doing my best to tell everyone I can about this bad experience.

When our home insurance came up for renewal, we switched to GIO.

[ 本文章最後由 sbandliz 於 08-8-5 08:31 編輯 ]
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sbandliz


大宅

積分: 2106

好媽媽勳章


2#
發表於 08-8-4 19:08 |只看該作者
Recently, we had cause to call GIO because the dish washer caught on fire.

Surprise - their claims department answered the call within a minute, and the lady on the other side was very helpful and answered a lot of queries we had.
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Harris_ma


複式洋房

積分: 122


3#
發表於 08-8-7 11:21 |只看該作者
Dear sbandliz,

Sorry for what's happened to your family. Whole-heartedly: all the best! And thank u for the sharing.

原文章由 sbandliz 於 08-8-4 18:58 發表
My experience so far: NRMA vs GIO

Background: Our parents have been with NRMA for a long time, so when we got married 14 years ago, NRMA was the natural choice for home and car insurance. For 13 year ...
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ngmammy


大宅

積分: 2677


4#
發表於 08-8-8 09:42 |只看該作者
原文章由 sbandliz 於 08-8-4 18:58 發表
My experience so far: NRMA vs GIO

Background: Our parents have been with NRMA for a long time, so when we got married 14 years ago, NRMA was the natural choice for home and car insurance. For 13 year ...


Hi sbandliz,

I can understand the frustration as security is one essential to keep family safe and comfort within home. 3 months just not acceptable!

We also have NRMA home insurance but only for content only. Touchwood so far we yet need to bother them on this issue.

私人傳訊

sbandliz


大宅

積分: 2106

好媽媽勳章


5#
發表於 08-8-12 12:07 |只看該作者
原文章由 ngmammy 於 08-8-8 09:42 發表


Hi sbandliz,

I can understand the frustration as security is one essential to keep family safe and comfort within home. 3 months just not acceptable!

We also have NRMA home insurance but only for ...


It was 4 months and 3 weeks before we were secure again!!

I left out another bit - when we reported the incident, NRMA gave us a fax number so we can fax them the list of stolen items. I faxed the list on the very next day, PLUS made a special trip to one of their branch office to drop it off - making sure they will get the list. A week later, we found that they gave me the wrong fax number, and their branch office hadn't pass the information to their claims department!!

Over the phone, NRMA even queried us on why we have a combined home and content insurance (note - because it was a combined policy, we only need to pay one lot of excess to claim both home and content since it is counted as the same incident).
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