IAG

Complaints

I have two outstanding claim payments since January 2024.Claim: NRA2507044 and NRA234928038. I have used the web chat to solve this issue but failed more than 3 times. The claims had been accepted and finalised but; 1. NRMA failed to transfer the money thru my bank correct details provided. 2 NRMA have issued the cheques and send out the cheques in January with no Street number in the mail. Those cheques of course do not reach me. 3. last contact on Fridady requested me thru email to contact NSW government to claim back my money thru unclaimed money department which is nonsense and unprofessional. 4. NRMA should follow up with their accounts department to investigate the cheques situation to see if those cheques are unpresented and re-issue in due course. This is the normal practise for any missed cheques. 5. At the end, it just shows NRMA does not provide sufficient training for the staff to provide good customer services and proper office procedures.

Today 23 April 2024, l called IAG customer service regarding for more information for estate of my late Husband Simon Djorgoski. I spoke to the customer representative who’s name was Jennifer. I explained to her the reason for my call. She spoked in very rude manner asking “ what is the address?” I did not understand what address she was referring to as she was not clear and not helpful at all. I gave my home address. Then she said “ that is not the address in our system.” She said all this in a very bad tone of voice. She seamed like she was annoyed. She asked what address I gave to the previous person. I told her It’s the same address I gave. She said again that’s not the address. She kept saying not the address in our system. I was very upset the way she was talking to me. I told her that is not the way you talk to customers . I was really upset as this call was about my late husband estate. It was already hard for me to deal with these type of calls. She was extremely rude and unhelpful. I tried to tell her I can provide my lawyers email so someone can email her regarding my request. I found myself in a very difficult position as I could not understand what she was saying. I have my lawyer involved in this case her name is Forial Therese Kathrib Email address: manager@avenuelagal.com.au If you can please educate your staff on how to communicate properly with customers and ask relevant questions. They should be more patient with people as not everyone understand what is required form them. I need my late husbands account transferred to me soon as possible. I was advised by my lawyer to contact to ask for the change of account details. I received the probate letter form the supreme court if needed. Please contact me regarding the changes and updates.