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Comprehensive, Third Party Property Damage, Third Party Property, Fire & TheftCar Insurance Buying Guide
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Chicri M.South East Queensland, QLD
Give their customers the run around when claims are made.
I have been with Coles Insurance a number of years and I have a number of policies.
What Coles Insurance promise and what they deliver are totally different. Attention to claims? Non-existent.
My car was booked with a Coles recommended repairer only to be told the job was too big for them, they took photos and sent them on my behalf. More than two weeks later I am still waiting to hear from the assessor. I called twice only to be told the assessor is still looking into it. Not a good way to treat loyal customers.
2 comments
Coles I.Coles Insurance
So we're able to follow this up for you with our Customer Care Team, could you please DM us your full name, claim number, contact number and time and date best suited for contact?
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If I could give zero stars, I would.
I recently renewed my Coles comprehensive car insurance (despite the $300 increase in price with no rationale), so when I had a flat battery yesterday I thought great, I’ll use my roadside assistance.
- needed roadside assistance, got told no my policy isn’t active (definitely was, I’d renewed it a month prior), Coles rep verified I indeed had an active policy, got transferred back to roadside assistance after 20 minutes on hold.
- new roadside assistance man couldn’t send a car because I “still had no policy” on their system.
- got transferre...Read more
1 comment
Coles I.Coles Insurance
Hi there, thanks for taking the time to share your review and we're sorry to hear this. We'll be sure to pass on your feedback to the relevant teams and we hope you can give us another chance in the future.
Similar opinion? Write a review on ieatwords.com.au!
RammiSydney, NSW
2ND year Price increase of $207 for nothing
second year of insurance they quoted an extra $207 for absolutely nothing. what a joke for a company to charge over 20% for nothing extra. When i called they could not explain why other than their rant things are changing.
1 comment
Coles I.Coles Insurance
Hi Rammi, thanks for taking the time to share your feedback with us. We're sorry to hear you're disappointed with the cost of your insurance policy. We regularly review the premiums our customers pay ... Read more
and, while industry changes affect all customers, we also consider individual circumstances when calculating our insurance prices. If you'd like to understand more about how our insurance prices are calculated, please visit our website: https://financialservices.coles.com.au/insurance.Similar opinion? Write a review on ieatwords.com.au!
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Sophie ReynoldsSouth-Eastern Region, NSW
- 5 reviews
Avoid avoid avoid - worst insurer ever
I was pleasantly surprised with the premium offered by Coles, however (And please don't think I'm being racist, I'm stating facts) the call centre is offshore making the staff people who don't have English as a first language and as such there was a miscommunication/misunderstanding about the level of cover. The staff member for some unknown reason added the 3 additional drivers I requested as policy holders, not listed drivers, their names appear on the policy so it's easy to assume that they are listed drivers. Apparently not, unfortunately ...Read more
my son was involved in an not at fault accident where the car has been written off and now they're 'reviewing' my claim. The car is in the tow truck yard at $25 a day, the claims department staff are rude, disinterested, unhelpful and useless, don't bother asking to speak to a supervisor that must be in writing and takes up to 48 hours. I could write war and peace on how incompetent and obviously happy to take your premium but don't want to pay out. The you get stuffed around by the claims staff who obviously don't have any interest in you or helping you, I have had to go to the ombudsman just to get the claim moving, and its still not approved. The claims department staff lied to me (confirmed by information from the person who has now got the claim after I went to the ombudsman) She asked why there wasn't an accident report from the driver or passenger in my vehicle....perhaps it was because none of the incompetent claims staff asked for it?? The other driver was at fault and seeing he was taken away by ambulance I didn't get his details, fortunately the police did provide me with his name and number, after the claims dept refused to obtain that information saying that was my responsibility to provide that, I thought thats why I paid for insurance? Once I provided that information to them, they told me the other driver had to admit liability for them to pay out! Can't be serious?? The other driver was driving an unregistered (possibly stolen reading between the lines of the what the police told me) and a large quantity of illegal pills (MDMA) were in his vehicle, I doubt he's going to admit anything seeing the insurance will go after him for the money. Nightmare, stupid stupid me for going with a cut price insurer. Do yourself a favour, do NOT go with Coles (I don't even shop at their supermarkets, never have) if you want proper coverage for your car, onshore call centres where there is no miscommunication or misunderstanding of your insurance needs go with NRMA4 comments
Coles I.Coles Insurance
Hi Sophie, thanks for taking the time to share your review. We're disappointed to hear of your frustrating experience and we'd like the opportunity to try and sort this out. Can you please DM us your ... Read more
policy and claim details so that we can look into this for you?Coles I.Coles Insurance
Hi Sophie, thanks for your reply. As this is still in the public forum, we recommend sending us a DM with these details so we're able to pass this on. Any subsequent responses from our team will also ... Read more
be kept private. Unfortunately, we're unable to direct message from our end.I have no idea where I'm supposed to DM to. Doesn't matter I've submitted a complaint through the ombudsman now
Similar opinion? Write a review on ieatwords.com.au!
sweetsunsetSydney, NSW
- 3 reviews
Renewal Price increases
Having held Coles Comprehensive Car insurance for several years claim free, I was curious to see the annual fee had increased by $150. Consequently I have cancelled my policy as they are not interested in maintaining their clientele only bringing in new business.
1 comment
Coles I.Coles Insurance
Hi there, thanks for contacting us and we're sorry to hear you're disappointed with the cost of your car insurance. We regularly review the premiums our customers pay to ensure they reflect the cost o... Read more
f insuring your car. If you'd like more information about how car insurance prices are calculated, please visit: https://financialservices.coles.com.au/insurance/car-insurance/insurance-prices-explained. We're sad to see you go and we hope you give us another chance in the future.Similar opinion? Write a review on ieatwords.com.au!
Is there an option to award no stars?
There is a total disconnect between the promotion of Coles Car Insurance services and the actual service delivery. Attention to claims? Non-existent. Half a dozen or more emails to the claims department over the last two months have been met with nothing more than automated receipts promising a response ‘within 5 business days’. Coles should have stuck to flogging groceries.
1 comment
Coles I.Coles Insurance
Hi there, thanks for taking the time to share your review. We're sorry to hear of your frustrating experience as we pride ourselves on our end to end customer service. We'd recommend getting in touch ... Read more
with our Customer Care Team on 1300 265 374 as they're best placed to assist you with this.Similar opinion? Write a review on ieatwords.com.au!
NickGreater Melbourne (Metropolitan), VIC
Horrible customer service
Horrible customer service. Gave me a rubbish excuse for raising policy over $100 and never made a claim. Would not lower premium not even 1 cent. I have been with Coles insurance for many years and this is the first time this has happened. I have 2 other policies a vehicle and home and I will be leaving Coles once they expire.
3 comments
Coles I.Coles Insurance
Hi Nick, thanks for taking the time to share your feedback. We do our best to ensure our customers are offered insurance at great prices. Please send us a DM with your policy details and we'd be happy to look into this for you.
One of your reps replied about my feedback a couple of weeks after my policy with Coles expired. I already got another polcy with another company for 1/2 of Coles's price. The call centre is off shor... Read more
e when you want to inquire and complain and when you submit bad feedback you get someone from Australia that can do nothing because your policy has long expired. I have one more vehicle insurance left with you guts and once it expires I'm through with Coles and their price gauging.Coles I.Coles Insurance
Thanks for your reply, Nick. We have staff in Australia, South Africa and the Phillipines who are all trained to the same high standards. We have three locations so we can maintain longer opening hour... Read more
s and better serve our customers. We'd be sad to see you go and we hope you give us another chance in the future.Similar opinion? Write a review on ieatwords.com.au!
Anastasia maniasSouth East Queensland, QLD
Absolutely terrible.
My cars battery died on the way to work and I needed road side assist. I called them and they told me they work with Coles insurance and that I didn’t actually have road side assist, they transferred me to Coles, I payed for a new plan and a large fee because I needed the assistance right away. They transferred me back to the road side people and they said they couldn’t find my details online and to call Coles again to sort it out. I spoke to Coles again, they said they’d transfer me through to road side and explain to them that I have payed the fee and to get help ASAP. I am still on the phone and have been on hold for the past 30mins.
2 comments
UPDATE: I gave up, hang up after being on hold for 40mins and called again, the road side assist lady had no clue I had been on hold. I was transferred back to Coles and after explaining this whole th... Read more
ing again, they said they would put me on hold for a minute and sort it out. I somehow got transferred through to road side assist again instead. Explained the situation again was transferred back to Coles. Coles has now once again put me on hold until they “explain” the situation to road side assist. Again. How do you call this service??? I have payed a fee for “immediate” service and have had to go through this back and forth for 2hours while still waiting to get to work!!!Coles I.Coles Insurance
Hi Anastasia, thanks for taking the time to share your review. We're sorry to hear about your frustrating experience. We'll be sure to share your feedback with our Customer Care Team.
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Angelique K.Illawarra, NSW
This company needs to be investigated
I wish I'd read these reviews before I experienced how bad they are for myself. I had a not-at-fault claim and was told who to take my vehicle to for repairs. I actually wanted to be paid out for the damage instead of getting it repaired as I was ready to get a new car anyway, however I was (wrongly) informed that this was not an option. I was also (wrongly) told that only I could get the repairs done...I couldn't organise for the repairs to be done for the new owner. I asked to speak to a supervisor because I didn't believe what I was being to...Read more
ld. I was informed that one would call me within 24-48 hours...two phone calls from me later in the week and I finally had someone call me...over a week after I made the request. This person told me that I had been given the wrong information, and apologised, however, said that I may as well get the repair done since it was now booked in. IF ONLY I HADN'T!!! My car has NEVER had mechanical issues in the 10 years that I have owned it, however, arriving to pick it up when the repairs were completed, I found that my car wouldn't start. Completely dead!! Over 3 weeks later and it has only just now been fixed. All I can imagine is something happened to the engine or wiring when replacing the bonnet. From the first day my car would not start Coles totally washed their hands of it and said it must be a pre-existing problem with my car. The hire car was no longer an option as Coles wouldn't let me renew it...even for the 4 days still remaining as part of my policy. If not for the willingness of the repairer to finally solve the problem, I would have been left thousands of dollars out of pocket. Every step of the way with Coles Insurance has been an absolute disaster and I strongly suggest that anyone considering their slightly cheaper fees should AVOID AT ALL COSTS!!!3 comments
Coles I.Coles Insurance
Hi Angelique, thanks for your review. We're disappointed to hear of the trouble you experienced with your claim, as we pride ourselves on end to end customer service. Your feedback will be passed on t... Read more
o our Claims Team so they're made aware and to review current processes.I haven’t heard anything from Coles insurance since I informed them my car wouldn’t start when I returned to pick it up. That was when I was told that I couldn’t get the hire car again. It took anothe... Read more
r 3 weeks for the car to be diagnosed and fixed (it was a damaged wire) and never once during that time did Coles Insurance check on what was happening with me. “End to end” customer service was non-existant. I’d describe it more as “end of” customer service.Coles I.Coles Insurance
We're sorry to hear of your frustration, Angelique. We'd recommend calling our Claims Team on 1300 265 374 so that they can look into this for you straight away.
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poor service
no I did not I found the person on the phone for Coles insurance rude and not easy to understand her she seem to lack knowledge of the new car I had purchased
I will not recommend Coles insurance to any one I know and if asked I will advise them of my experience
1 comment
Coles I.Coles Insurance
Hi George, thanks for taking the time to write your review. We're disappointed to learn about your poor experience when obtaining a quote. We'll ensure to share your feedback with our Insurance Team s... Read more
o they're made aware and we hope you give us another chance in future.Similar opinion? Write a review on ieatwords.com.au!
Coles screwed me over!
I agreed my renewal policy would be posted but coles sent it by email. It went to junk, my policy expired. I wasn't covered when I made a hail claim.
1 comment
Coles I.Coles Insurance
Hi there, thanks for your review. We're sorry to hear of your frustrating experience with renewing your policy. We'll ensure your feedback is shared with our Specialist Team so they're made aware and to review.
Similar opinion? Write a review on ieatwords.com.au!
The worst
Coles car insurance is the worst. Dont waste your time with this insurance company. I lost my car in October from an accident and Im still chasing them up now to get a pay out. No one has called me for any updates regarding the claim (which they should) and every time I call them; Im stuck on the phone on hold for 30 minutes+ and get tossed around from 1 team to another. In this case its claims- total loss-settlements and nothing still gets done at the end of the day. DISGUSTING SERVICE!
1 comment
Coles I.Coles Insurance
Hi Lisa, thanks for your feedback. We're sorry to hear of the trouble you're experiencing with your claims progress so far. We'll ensure to pass your feedback on, with the information you've provided ... Read more
above, to our Claims Team so they're made aware and to review. We do, however, recommend getting in touch with our Claims Team on 1300 265 374 as they'd be best placed to assist.Similar opinion? Write a review on ieatwords.com.au!
J Wmelbourne
- 8 reviews
Do not waste your time - they do not honour an online quote
I was shopping for comprehensive car insurance and printed off a quote for my own reference online via Coles Insurance website. When I decided to proceed with the payment, 'system error' came up. I called the customer service hotline and spoke to several people (including the supervisors) and they came up with a higher premium compared to what I first quoted online. One team member indicated that the premium changes all the time. The team leader alleged that I changed the detail although the quote was printed off the website directly after I se...Read more
nt them the quote I saved from the website. Then another senior team leader commented that he could not honour the quote and asked me to re-do the quote online (which the system error was still present and they could not do the quote either due to online errors). When I asked for his manager's name, he initially refused and said it would be irrelevant. He could not tell me about the company complaint handling process either when I asked further. He further stated that it would show that he is not competent if I contact his manager. It took me an hour plus to get a response stating that they do not honour the quote and the name of the manager. The lack of professionalism and courtesy is disappointing and let alone the misleading information regarding the 60-day validity regarding car insurance quotes.1 comment
Coles I.Coles Insurance
Hi J, thanks for taking the time to write your review. We're disappointed to hear of your experience when calling our Customer Support Team, as we expect our team members to behave in a helpful and pr... Read more
ofessional manner at all times. We'll ensure to share your feedback with our Customer Relations Team so they're made aware and to review. We hope you give us another chance in future.Similar opinion? Write a review on ieatwords.com.au!
MariaGreater Melbourne (Inner), VIC
Claim in progress
Lodged a claim with coles on Sunday night. Been ringing continuously since Monday to see the status of my claim to find its under investigation as Ive switched from another insurer. I asking ked why to be told that theres no fraud involved. Are you serious? Im not a criminal dont like being treated like a criminal. All I want are answers as to whether my claim is approved or not and if Im able to get a hire car. Im a shift worker currently and n night shift. Need to be able to get to and from work. Not impressed with coles. Will never recommend them.
1 comment
Coles I.Coles Insurance
Hi Maria, thanks for expressing your feedback. We're sorry to hear you've been given the run around thus far. For updates on the progress of your claim we recommend contacting our Claims Team directly... Read more
on 1300 265 374, as they're best placed to assist with advising on the next steps.Similar opinion? Write a review on ieatwords.com.au!
Treated like a criminal over a hail damage claim
Absolutely disgusting do not go near this mob. My hail damage claim and my 1 at fault claim is still under investigation after 4 months. I have the actual proof of the video footage when it all occurred.
It is my first claim after 12 years and what makes it worse is after my claim they have upped my yearly insurance premium for an extra $500 a year while they still have my car locked up in a holding yard!
1 comment
Coles I.Coles Insurance
Hi Mick, thanks for taking the time to share your review. We're sorry to hear of your poor experience with your claim. To follow up on this, we recommend calling our Claims Team on 1300 265 374, as they'd be best placed to assist.
Similar opinion? Write a review on ieatwords.com.au!
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JimmyGreater Melbourne (Inner), VIC
They cancelled my insurance when I called them to correct my name. Consultant very indifferent.
I have been with this company for a long time. Recently I bought a new car, they got name spelled wrongly I asked them to correct it, they cancelled my insurance. The experience of dealing with the claim team very indifferent. No urgency.
1 comment
Coles I.Coles Insurance
Hi Jimmy, we appreciate your review. We're sorry to hear of your poor experience with making changes to your account. We'd like to follow up for you, could you please send us a private message with your full name and best contact number?
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- Coles Car Insurance
- Verified customer
Fraud Insurance
Don't go with any IAG group of Insurance, they are looting money and never listen their customers, pathetic experiences. Denied a claim with silly reasons after 4 years of continuous payment.
2 comments
Coles I.Coles Insurance
Hi Siby, thanks for your feedback in relation to our Insurance. We're disappointed to hear you feel this way and we'll ensure to share your comments on to our Insurance Team so they're made aware.
I will publish all the details through public media soon
Similar opinion? Write a review on ieatwords.com.au!
Almost ripped me off $1000.00. Team can't find payments on their own bank statement or record them properly.
Would like to share feedback that Coles Insurance collections team are incompetent. I received a call today informing me I hadn't made a payment to my excess. Called back the AP team (Risa & Peter) on 1300 146 383 who were unable to find my credit card payment back on the 25/9/19 even though I was able to give them a receipt number provided by THEM (and also showing on my bank statement). If I didn't keep records of payments, I would have been screwed over $1000. It's been nearly 2 months, and the other party still hasn't been covered for their...Read more
expenses. And I almost lost an additional $1000. Very disappointed. I have at least 3 vehicles insured by Coles Insurance and am highly disappointed in the amount of time I have to waste following up on their incompetent admin.3 comments
Coles I.Coles Insurance
Hi Jess, thanks for getting in touch. We're sorry to hear of your poor experience. Are you able to send us a direct message with your policy number so we can raise this with our Customer Care team?
Hi Guys, I have received a phone call and have now done this.
Coles I.Coles Insurance
Thanks for that, Jess. We're happy to hear you've been contacted by our Customer Care team. Please feel free to direct message us at any time should you have any further queries or concerns.
Similar opinion? Write a review on ieatwords.com.au!
Fabulous customer service
Fantastic value for our policy
Great customer service by representative
Easy to contact even though I called on a weekend
English speaking representative so no communication problems
Could not rate the customer service representative highly enough
2 comments
Coles I.Coles Insurance
Hi Rhonda, thanks for the feedback! We're thrilled that you're happy with the customer service received from our teams and we'll be sure to share your comments on to the relevant teams so they're made aware.
No problem
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- Comprehensive Car Insurance
- Verified customer
super slow to review claim
On Monday I called to check on claim. Was assured flagged as urgent
On Tuesday called again. Nothing.
On Wednesday, car dropped off. Called again. Was assured its urgent
On Thursday called again. Was told I would get a call by cob. Nothing
On Friday still havent heard anything.
My car has been sitting idle at the repairer whilst they ignore their customers. Atrocious.
1 comment
Coles I.Coles Insurance
Thank you for sharing this feedback with us and we're sorry to hear about this poor experience. If you'd like to have a member from our Customer Support Team contact you, can you please PM us with your claim number and best contact details?
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Questions & Answers
Ahirwan t.asked
Who is backing this insurance ?Chinese,EU or uncle sam? or just plain AUSTRALIAN CBA
1 answer
Coles I.Coles Insurance
Hi Ahirwan,thanks for your query. Please be aware our insurance is backed by IAG to bring you quality Car Insurance at great prices. We hope this info helps!
Philip McDonaldasked
I Philip McDonald have Coles car insurance policy number COMO-3550-4065
For the last 12 months,I have driven my car 1484 kms..Policy cover period
31 May 2022 to 31 May 2020. Will I be getting a discount on my renewal
for low mileage. Can I change to the cheaper On Line price. phone no 34897934
3 answers
Coles I.Coles Insurance
Hi Philip, we're sorry for the delay. We've responded to your other query.
I did not get a phone call on 34897934 on above question regarding online.
Philip
Coles I.Coles Insurance
Hi Philip, we believe to have answered your question in your other message.
Tom W.asked
how can i get roadside assitant included on my exsisting policy
1 answer
Coles I.Coles Insurance
Hi Tom, thanks for taking the time to contact us. We're sorry for the delay in our response. We recommend logging into your account via our Insurance Service Centre by visiting - you should be able to modify your current policy to add extras, such as roadside assistance. We hope this helps!
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Coles I.Coles Insurance
Hi Chicri, thanks for taking the time to share your feedback with us. We're disappointed to hear you experienced a delay with your car insurance claim and we're very sorry for the poor experience. We hope you notice an improvement in the future.