This latest move in roadside innovation is reshaping how emergency support works in rural and isolated regions. By using satellite-powered communication through iPhones, NRMA provides a crucial connection for members far from mobile towers. The aim is to boost safety and provide faster assistance to the thousands who break down in Australia's vast and remote landscapes. It also strengthens member engagement and reinforces trust in a competitive automotive services market.
Previously, if someone broke down in the outback or on a remote road without mobile reception, contacting a roadside service often meant waiting for hours or trekking to find signal. NRMA, which has more than 100 years of experience and over 3.2 million members, is now using satellite technology to change that experience. Leveraging the same system behind Apple’s Emergency SOS by satellite, which launched in Australia in 2023, NRMA can now receive roadside assistance requests even when mobile networks are unavailable.
The process is straightforward. When members experience a breakdown in areas without mobile coverage, their iPhone prompts them with a short survey to collect details about the situation. This information is sent via satellite to NRMA, allowing teams to respond quickly. In the 2024 financial year, NRMA provided help in 1.5 million roadside cases, averaging assistance every 30 seconds, and travelled 5.3 million kilometres to support its members.
This satellite integration is part of a wider digital overhaul at NRMA. The organisation is rethinking how it interacts with members by trialling data-driven services, artificial intelligence tools and a multi-channel contact system that includes both human assistance and app-based chat. This approach is designed to balance innovation with personal service, giving all members more control over how they engage.
NRMA has also expanded its services to better reflect current financial realities. As Australians manage rising living costs, the organisation has introduced fuel discounts, EV charging benefits and supermarket savings. Monthly payment options and reward program integration have encouraged more regular app use, which now exceeds one million sessions each month. The rewards program has delivered more than $129 million in value.
The goal is not just quicker roadside assistance. NRMA’s transformation focuses on remaining relevant and valuable. By making roadside services more intelligent and membership more beneficial, NRMA positions itself as more than just a safety net. It becomes a reliable companion offering savings and smoother travel every day.
