The closure of the Kiama NRMA office at the end of the month will mean locals wishing to renew their insurance policies will need to travel to Shellharbour or use NRMA’s online services.

Along with Kiama, the Wollongong office is closing at the same time, leaving only Nowra, Shellharbour and Woonona branches as the only offices in the region.

An NRMA spokesperson told The Bugle a decline in people going into branches has caused them to enforce the closures, with staff offered roles at other branches.

“We’ve got branches across the State and over the past few years we have seen a big decline, even after COVID restrictions were lifted, so we unfortunately had to make the decision to close certain branches,” he said.

“It is unfortunate because we know the older residents do like to go into the branches, but we have seen a decline across the board.

“We tried to do our best to make sure if customers do have to drive, it’s hopefully not too far for them.”

Jamberoo resident Bryan Fuller says every time he has called or visited the Kiama branch, it’s been busy.

“Every time I go into the store it’s normally a 10 minute wait in line and if you ring up, they are often too busy to take your call there and then because they are busy with other customers,” Bryan says.

“It doesn’t make sense when they say it’s not busy because they are.”

Bryan, who often visits the branch to pay his accounts or get advice on insurance, has trouble using NRMA’s online services.

“They [Kiama branch staff] are always helpful. They sympathise with you and if you have a problem, they will do their best to fix it and normally they do,” he says.

“That’s the difference between talking to someone and trying to do it online. And when you fail there, it normally takes you three hours on the phone.”

The nearest branch for locals will be located inside the Shellharbour Stockland Mall.

“It sounds as though it’s not far away but it is quite a long way away and it’s in the big complex which means the parking is not as convenient as Kiama,” Bryan says.

“People I have spoken to have said if they shut it, they will drop their membership and shift their insurance. I will certainly be tempted myself and I’ve been a member of the NRMA more than 50 years.”

According to the NRMA spokesperson, NRMA will issue a letter to customers who have visited the branch in the last 12 months to notify them where their nearest branch is and how to use their online services.

Members with NRMA Roadside Assistance won’t be impacted as NRMA Insurance is a separate company.