Hi all,
In January this year I was rear ended while stopped at a light, the driver left the scene and I and a witness immediately filed a police report - simple I had thought. However 6 months and numerous phone calls later I am being advised that NRMA still has a process to follow involving…
1. The Insured must report the incident to the Police either at the incident scene, the station, online or via the Police Assistance phone Line and must provide us with the Police Event number in order for us to be able to apply for the report.
2. An activity is utilised on the claim to check if the customer has confirmed with the police that their report is finalised.
3. We Create the activity Follow up Police assign this back to the Claim Owner with a date set for a minimum of 12 weeks (or when the report is expected)
4. Our Supplier Support Team will apply for the report.
5. The Police will send the report once the investigation is complete.
I'm pretty new to car ownership and this is my first accident. I thought I had done everything correctly but this process is indecipherable and being told to wait 6 months to retrieve a police report is ridiculous.
What are my options to solve this issue?
Any help would be greatly appreciated!
Have you asked them to escalate internally? They should have some kind of process in place to handle customer complaints.
You could file a complaint with the Insurance Council of Australia which NRMA are a member of. Have no idea if it would actually help. Interestingly that despite being a member they don't subscribe to the code of practice so I have a feeling that wouldn't really get anywhere.
I believe insurers are also covered under AFCA (Australian Financial Complaints Authority) so you could also lodge a complaint with them.