How Coco turned a call into a lifeline

At the NRMA, our frontline is the heartbeat of our member experience. Every call, every conversation, and every interaction is about more than just solving a problem – it’s about creating a genuine human connection. 

For Coco, a proud Gamilaraay/Kamilaroi woman and member of our Roadside Sales team, that connection is what makes her role so meaningful. Each day she helps members and potential new members with sales-related questions, but for her, it’s never just about sharing information or making a sale. It’s about listening, connecting, and being there when someone needs help. 

Recently, Coco took a call that would put those instincts into action. 

A member mentioned she wasn’t feeling well. As the conversation went on, her breathing became laboured and her speech began to slur. Coco immediately sensed something wasn’t right. 

She gently asked if the member needed an ambulance. With permission, Coco called 000 and stayed on the line, reassuring the member until paramedics arrived. 

The paramedics were quick to praise Coco’s response – and the member herself later called back to thank her, recognising that Coco had potentially saved her life. 

Reflecting on the experience, Coco said “I just trusted my instinct. It was a rapid decline for her. I only did what came naturally, and I’m just so happy she was okay after her hospital stay. And honestly, it meant a lot that she took the time to call back. It was such a lovely surprise.” 

Stories like Coco’s remind us that our frontline teams don’t just answer calls – they make a real difference in people’s lives. They are there when it matters most, turning everyday interactions into extraordinary moments of care and connection.