NRMA insurance dispute: Shocking dashcam footage of NSW car crash involving an off-duty cop’s car

An off-duty cop has been put through hell after her insurer initially blamed her for a multiple car pile-up – and then refused to pay for some of the repairs. 

Jenny rang into Sydney’s 2GB radio on Tuesday to talk to Ben Fordham about her daughter’s NRMA insurance claim after a July 9 crash on the Hume Highway in NSW. 

Jenny initially filed the claim on July 10 to an overseas call centre whose operator incorrectly identified her daughter as the at-fault driver. 

Despite providing dashcam footage, the ordeal still plagues the family two months after they booked the car into a repair shop, with NRMA now refusing to pay for two new panels to be painted. 

Jenny had assumed that it would be an easy case as footage showed her daughter stationary before one car clipped another behind her, causing it to roll several times.

‘When we initially made the claim over the phone through one of their overseas call centres, she kept referring to it as ‘our car hitting another car’,’ Jenny told Fordham.

‘I kept saying to them ‘“no, that is not correct’, but they kept referring to that. 

‘When they contacted (us) a couple of days later, they still had not confirmed that we were not at fault, even though the dashcam footage proves that we are not at fault.’ 

The issue was finally resolved when Jenny took matters into her own hands, personally driving to her closest NRMA office to talk to a representative in person.  

The brand new car, which Jenny’s daughter had purchased in May for $61,000, was approved for repair in late July, but by August 1 another problem emerged. 

After booking the car in for repairs, NRMA called Jenny to discuss the discrepancies between what the repair shop wanted and what the insurer was willing to pay for. 

The repairman had told Jenny that the guidelines of their shop said that if a panel has to be replaced then the paint has to be blended to the surrounding areas. 

Damage to the car from the accident required both a front panel and a door to be replaced. 

‘Well the NRMA to this day will not allow that to happen,’ Jenny said. 

‘What happened to the NRMA’s famous motto, ‘Help (is who we are)’?’

After weeks of trying to resolve the issue, Jenny and her daughter instead lodged a separate claim through the insurer of the at-fault car. 

The officer’s mother, Jenny, told 2GB’s Ben Fordham that despite dashcam footage clearly showing that her daughter was not at fault, NRMA would not agree to cover some of the claim

Jenny told Mr Fordham that she was told not to lodge the second claim by NRMA, but with the help of the repairer had done so within a day. 

‘The at-fault insurance company rang me and confirmed all the details and they approved it within days – the identical claim that we had put through the NRMA,’ Jenny revealed. 

After the long and arduous insurance battle, Jenny now hopes that her daughter will get the car back before the end of the week. 

She said that despite being involved in the crash herself, her daughter had taken responsibility for co-ordinating the crash scene even though she was not working at the time.

‘She had to control the scene, make all the phone calls, get the ambulances there, the firies, the other police officers, and she had to control that scene until they arrived.

‘She also had to check on the five people in that car that had rolled over – that they were ok and not deceased.’

Fordham assured Jenny that he is now on the case and will personally contact the insurance company after the radio host uploaded dashcam footage to his website. 

Daily Mail Australia has contacted NRMA for comment.