This year I had a couple of bad luck with my car, hail damage and got rear ended so I can give prospective on making a claim and lodging a not at fault claim and I can say both experience has been frustrating.
Hail Damage -
Severe hail storm in Dec 20 2018. Lodge a claim for hail damage, was given a number to call up hail damage repairer myself which is disappointing as I thought Cole would assist me in getting this sorted out.
I had rental car extra in my comprehensive policy but was told that I need to book rental car myself closer to the da...Read more

I bought a car insurance policy on the night of Aug 11, 2022 and chose the policy to start on Aug 12. Unfortunately, on Aug 12, when I sit in my car parked on the curb in front of my daughter's school, another car hit my car when the driver was trying reverse-parking. The damage was not too bad (I got a quote from my panel repairer for 650$). When I called Coles Car Insurance, the unthinkable happened: they told me that I cannot make my claim!!! I said that the policy has started on Aug 12, why cann't i make the claim? The agent just spoke ...Read more

Setting up Coles insurance online was easy. However, the problem I faced was dishonesty. I selected the insurance as monthly payments when I lodge the file but for a reason that I do not know they have deducted annual fee from my account, which was $1000+, then I called them asking to revert it, and they told me it would take 3-5 days for money to come to my account. The cancellation done on 26th Friday and the agent pretended that I would get the money on 29th or 30th. Nevertheless, up to today I have not received any money. This is a huge inc...Read more

We had a car insured with them and they decreased the agreed value of the car by over $7,000 and we did not notice as this is paid monthly and premium went up $200 a year. we assumed it would be fairly similar to last year - BIG MISTAKE. So when the car was badly damaged in the hail storm they now want to write the 2017 Hyundai Accent sport with less than 20,000klms off and give us around $8,000 after they have taken out the balance of the policy for the year and the excess. They do not answer emails I believe so we have nothing in writing, ...Read more

Had collision with other car last month and lodge no fault claim very next day. But since that day my claim stuck in pending list. Every time call to claim team they only has one answer your claim in progress will call you soon. And if I ask them can I speak to your supervisor or manger they getting rude like why you ask me this question. It’s been one month now my car parked in the driveway waiting for claim to be approved. Been with Aami for 6 years now I’m regretting about my decision to chose Coles. One of the worst car insurance I had so f...Read more

After 3 weeks and 2 days my claim has finally been resolved and paid out. It has been an immensely frustrating process due to lack of communication on coles' part. Promised call-backs which never happened. Information not supplied by them which delayed the process and caused me repeated 40-minute trips to the doctor to satisfy coles' requests. After speaking with my doctor on the phone, they were satisfied my medication played no part on the accident and I did not cause the accident.

This process would've been much less stressful if Coles wer...Read more

Made a claim and took the car to our repairer.
Coles said that’s a no no because we can only take the car to THEIR preferred repairers and if i wanted to have the option of own repairer i should’ve chosen ‘comprehensive plus’ instead of just ‘comprehensive.’
After wasting 20 mins talking to Billy who was extremely rude and continuously told me i should’ve taken out comprehensive plus and checked the pds, I was finally put through to a senior manager.
If she was a senior manager it could only be in her own mind. She was worse than Billy. Mention...Read more

My car was hit by someone insured by Coles insurance, I represented myself.

It took 7 months to complete the claim.
I had to constantly contact Coles Insurance, each time I contacted them nothing had progressed.
They lost my documentation and evidence, I had to resend it.
They told me they couldn’t decide who was liable, even though I had sufficient evidence. I requested a review of the claim to by someone higher, (or I would seek legal assistance) eventually liability was decided correctly.

Every time I called I would wait on hold, once ...Read more