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GeorgeSydney, NSW
- 2 reviews
Shocking. Avoid at all cost.
Will send you in circles to get claim through. Lost the count of times I had called through. You’ll be waiting 20 munutes to get through, and then when you do get through, they hang up or phone drops out. They had to send out two assessors to convince them of my claim and they tried getting to excess claims out of me when it was clearly one. Their approach defied logic and at the end the second assessor was able to clearly see it was only one claim for my repairs. At the end it worked out but they certainly give you a run around and was a stres...Read more
sful experience. In all fairness one person i spoke to at the end before the claim went through was an understanding gentleman and showed the care factor. Apart from that, the worst experience, will not recommend to anyone.
1 comment
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neiciesydney
- 13 reviews
Claim outcome doesn't make sense
Finally received a call today regarding damage to my roof during the hailstorm. The girl on the phone told me I would be getting a cash payout as due to no downpipe off my tiny back porch it couldnt be covered by the repaired. She gave me a payout figure of $13000 which I found astonishing. I asked for the builders report.
This was sent and after reading thru it realised the amount she quoted me as the payout figure was totally wrong.
It was for what they considered maintenance required to the roof. They were only covering the polycarbonate r...Read more
1 comment
Coles I.Coles Insurance
Hi Neicie, thanks for taking the time to write your review. We're sorry to hear of your experience when making a claim as we expect our processes to be straightforward and without too much hassle. We'... Read more
ll ensure your feedback is shared with our Home and Contents Insurance Team so they're made aware and to review. We recommend contacting our Claims Team should you need to follow up further.
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Shirley
- 2 reviews
Repair of damage
we had a small damage to our car. I contacted your office next day & then contacted Steve Kennedy - Toukley. Even though it was over Christmas we had our car back mid January.
1 comment
Coles I.Coles Insurance
Hi Shirley, thanks for taking the time to write your review. We're happy to hear of your pleasant experience with making a claim. We'll ensure to share your comments with our Insurance Team so they're made aware.
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Albert L.
- 2 reviews
8 years of premium and first claim!
I have been using Cole's home insurance for 8 years and this is my first claim. Heavy storm damaged 3 areas of my house on the roof and water leaks in the garage and 2 bed rooms. The initial inspections was carried out very professionally but the follow up service is another story. When I called in for a follow up, they just discouraged me by saying there is no follow up as the repair cost is less then Excess which is $2000 and I question if it's enough to repair the roofs and gutters and re-plaster the ceilings? To me, the so call claim expert...Read more
has no interested in really helping me but to discourage my claims and save money! Every time it took ages on the phone and when I asked for an inspection report and it was never forwarded. I have since discontinued the policy. I will never use Coles again!1 comment
Coles I.Coles Insurance
Hi Albert, thanks for taking the time to write your review. We're disappointed to learn of your experience when making a claim as we pride ourselves on the services we provide to our valued customers.... Read more
We're sorry to see you go and we hope you give us another chance in the future.Similar opinion? Write a review on ieatwords.com.au!
basitSydney, NSW
- 3 reviews
Total disappointment
Have my home and content with coles. During last month deluge had tradie come and fix my roof and has damaged my car. What is interesting is they have hired a
Some trade company and are now asking me to chase individual.
Totally No accountability and when i call their call centre all they say is we deal with home insurance not car.
As a company they have lost my trust.
When i mention amboudsam i get told to do it, as of they dont care just no effort to resolve the issue.
1 comment
Coles I.Coles Insurance
Hi Basit, we're sorry to hear this. We'd recommend calling our Customer Care Team on 1300 265 374 to follow up further, as they're best placed to assist. We're sorry for any hassle.
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GinaNew South Wales
Great employee Ashnee
I had to renew two of our policies with Coles the lady I spoke to Ashnee was wonderful. She was helpful in all ways she was very clear with what she said. I hope that they recommend her as if all of the employees were like her it would be great
thank you Ashnee I really appreciate your help
Regina Harcourt and Gino Ienna
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adfCanberra Central 2601, ACT
- 5 reviews
VERY bad service!
my issue isn’t with the product as such but with their service! lodged a claim after a severe hail storm which was easy enough however that was it - didn’t hear anything from coles insurance unless i made contact with them. today i rang for an update on my claim and to seek advice on the next steps to repair my house - coles basically said they don’t know when i will be contacted by their repair company cause they are busy. so, in the 5 weeks since i lodged my claim not only did i receive NO contact from coles unless i initiated it but was told...Read more
they ‘don’t know’ and have no timeframe for when my repairs are likely to occur. i understand with the fires, floods and storms that they are in a peak period however pick up the phone and give your customers a simple update! let them know they haven’t been forgotten! also, don’t tell a customer you don’t know when repairs will start just to get them off the phone and then say there isn’t anything that can be done! as a paying customer i expect to be kept informed through what is considered a very stressful process and i also expect to NOT be told there are no timeframes and there is nothing else that can be done to help. also, as a side note, the company coles insurance use to assess and repair damage is just as bad.... 3 times i was promised a call back within 24 hours and what a surprise i didn’t get a call back - my roof continued to leak! then, on my 4th attempt at not being called back within 24 hrs i was told by the repair company that it’s ‘their policy’ to advise that customers will be called back - even if they have no intention of actually calling a customer back... yes, there is a peak in claims and all insurance companies must be flat out, however all i wanted was a simple update..... it’s funny how premiums must be paid on time otherwise your policy will be cancelled but when you actually need help from coles insurance they are very hesitant to actually help.4 comments
Coles I.Coles Insurance
Hi there, thanks for taking the time to submit your feedback. We're very disappointed to learn of your experience, as we pride ourselves on a certain level of customer service for our valued customers... Read more
. We'll ensure your comments and concerns are passed along to our Claims Team so they're made aware and to monitor accordingly. Should you require an update on the progress of your claim, we recommend calling our Customer Care Team on 1300 265 374. We trust you notice an improvement moving forward.I rang your claim line for an update on my claim and was told there was no timeframes or indication when work will start. Was also told there isn’t anything else they can do - so why would I call back the claims number?!?!?...
Coles I.Coles Insurance
We can appreciate your concerns, adf. We'll be sure to pass your additional feedback along to our Claims Team so they're aware. Should you require further updates on the progress of your claim, we do ... Read more
recommend calling our Customer Care Team again on 1300 265 374, as they'd be best placed to assist. We're very sorry for the inconvenience.Similar opinion? Write a review on ieatwords.com.au!
MichelleHunter Region, NSW
- 7 reviews
I am shocked at how they have become worse than before. Worst company rude staff
Have been waiting for over a month. Lots of phone calls and get no reasonable answer. Total lack of respect when communicating and dismissive.
They wanted me to give them autority to settle the claim without any scope of work.
When i asked for itemised prices and scope of work I was told it is their private business.
Policy is cheap and so is the service received.
I am moving away from this company as I no longer trust them.
Ask to speak to supervisor and was denied.
The rude man talked and talked over me and finally hang up on me.
Thank god for the ombudsman.
2 comments
Coles I.Coles Insurance
Hi Michelle, we're disappointed to hear of your poor experience. Please send us a private message with more info, including your claims details and we'll look into it further for you.
COL202214976
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not very flexible
not very flexible & ignore customer wishes seeing i am a severely disabled pensioner. absolutely no good will at all and so every time i make a payment i am penalized by bank for being late
1 comment
Coles I.Coles Insurance
Hi Darryl, if you'd like to send us a private message we'll have our Customer Care Team look into this further for you.
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ChloeSouth East Queensland, QLD
- 8 reviews
If I could give no stars I would
I have never ever dealt with a worst insurance company. Pathetic excuse of a company. My claim has been on going since early November. Useless.. save your self the money and hassle and DO NOT GO WITH COLES INSURANCE
1 comment
Coles I.Coles Insurance
Hi Ebony, we're disappointed to hear you've had a poor experience with your claim and we'd like the opportunity to have this looked into further. Please feel free to send us a private message with more info, including your claims details.
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SueSydney, NSW
The pricing is good. But the customer service is so hurd to understand.
Pricing is good. Did not understand the call taker. Been with Coles for 3 years. Asked the call taker to repeat his questions . At the end he did changes without me accepting them when he sent me my end result of my policy
1 comment
Coles I.Coles Insurance
Hi Sue, thanks for getting in touch. Thanks for sharing your feedback. We'd recommend reaching out to our Customer Support Team on 1300 265 374 as they'd be best placed to check your policy and confirm these details for you.
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The reviewer stated that an incentive was offered for this review
MarilynrSydney, NSW
- 2 reviews
Paid premiums for years and wasn't covered
I called to check if I was covered for a burst water pipe repair in my ceiling cavity, which resulted in water damage to my ceiling. I was told nothing of the pipe damage repair would be covered or any damage to the air conditioning unit which it was attached to, but I could claim only the resulting damage to the ceiling. That means simply a painter for the ceiling discolouration. When I asked why I wasn't covered and was this usual practice for an insurance company not to do water pipe repair, I was told Coles is a budget insurer and other com...Read more
panies with higher premiums cover it. Well I will find another company with higher premiums if necessary, as I don't see the use in paying over $230 a month and then receive no coverage for my claim. Is it my fault for not reading the fine print? Probably, but I'm now not staying with Coles.1 comment
Coles I.Coles Insurance
Hi Marilyn, we're sorry to hear of your poor experience. To follow up on this, we recommend calling our Claims Team on 1300 265 374, as they'd be best placed to assist and address any further concerns you may have.
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HiranyaSydney, NSW
- 6 reviews
- Verified customer
Do Not get this insurance! They take your money but do not help you!
I am incredibly sad I left NRMA insurance and joined this lot as they had a special deal on the Fiffy Plus Club. Well they take your money and wriggle out of paying you when you put in a claim. My AC stopped working when there was a power surge on 31 December 2022. I told them I need it as I am a bad asthmatic. It is ducted-so it is in the roof cavity-so House and Contents should cover it! They said it is not covered as my policy is an event only policy-like fire or storm etc. Unbelievable!
1 comment
Coles I.Coles Insurance
Hi Hiranya, thanks for taking the time to share your feedback with us. We're very sorry for the poor experience and any confusion this has caused. For a full list of exclusions and limitations related... Read more
to your policy, please visit our website: https://financialservices.coles.com.au/insurance/about-our-insurance/important-information.Similar opinion? Write a review on ieatwords.com.au!
Don’t insure with Coles
Worst home insurance company to deal with, people at the call centre are rude and do not know what they are talking about, they were very quick in sending the assessor out but it took six months and a few phone calls for them to knock my claim back because they said that hail blocking the spouting up allowing water to come inside the house was due to lack of maintenance and not storm damage.
Next door got fixed straight away.
Go with another insurance company Not Coles
1 comment
Coles I.Coles Insurance
Hi David, thanks for taking the time to share your feedback with us. We're disappointed to hear you experienced a length delay with your home insurance claim and we're very sorry for the poor experien... Read more
ce. For a list of exclusions and limitations on our home insurance policies, please read our Product Disclosure Statement here: https://financialservices.coles.com.au/insurance/about-our-insurance/important-information.Similar opinion? Write a review on ieatwords.com.au!
Alf DellorsoVictoria
Coles Insurance-Beware the nightmare
In short,I made an attempt to claim on two occasions.The first claim for theft was a nightmare having spoken to numerous people getting the incorrect information and taking over 3 months to get it all sorted.In addition,I was given less for individual items which meant I had to put money in or select a different product?
The second claim was even worse in which I found out that Coles had cancelled my policy and was unable to claim for hail damage to my house, which will now cost me thousands of dollars to repair.
Having spoken to a very rude an...Read more
6 comments
Coles I.Coles Insurance
Hi Alf, thanks for taking the time to share your review. We're disappointed to hear about your poor experiences. Please be assured we'll share your feedback with our Claims Team so they're aware and w... Read more
e trust you'll notice an improvement moving forward.Thanks for the response but I am not sure what you mean by" I will notice an improvement moving forward"?Does that mean Coles will honour the claim as I have just received a letter in the mail stating... Read more
they reject my claim?Or is it simply jargon for the readers? At this point we have decided to no longer shop at Coles where we spend up to $400 weekly,I am sure you can work out that it will mean more of a loss to Coles than doing some minor repairs to my home.Coles I.Coles Insurance
We're sorry to hear you feel this way, Alf. We hope you give us another chance in future.
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easy as
very competitive
easy to set up
easy to retrieve
been with for some years
easy to add optional features not taken up initially
as good as any other insurances as I was told by friends
1 comment
Coles I.Coles Insurance
Hi adrian, thanks for taking the time to share your feedback. We pride ourselves on our customer service and we're glad to hear you've had a fantastic experience with our services so far!
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DavidMetropolitan Adelaide, SA
- 2 reviews
Deny all claims at Coles Insurnce
I remember a movie called Erin Brokovich where an Insurance Company refused to pay claims. The company manual was scrutinised in court and there was a Policy note "Deny all claims". I moved to Coles Landlord Insurance in 2018 and my first claim has been denied. The plumber was looking for a burst pipe and as he couldn't find one has made a guess as to what hs caused the water damage to my property. That guess has turned out to be wrong but Coles Insurance now refuse to review the claim quoting endless exclusions based on policy wording that on...Read more
ly an expert in hydraulic engineering could understand. Apparently I am only covered if the storm water creates an opening in the brickwork. Short of a biblical event I can't imagine that happening. This is unfair and extremely damaging to the Coles brand. Coles started with a single store in 1914 and is now a household name. Another iconic Australian company ruined by greed. They used their "brand" to lure me into a product that was not fit for purpose. Steer clear of anything "Coles".1 comment
Coles I.Coles Insurance
Hi David, thanks for taking the time to share your feedback with us. We're disappointed to hear about your poor experience when making a claim with our Landlord Insurance. Like any insurance policy, t... Read more
here are important conditions on these features. For a full list of exclusions and limitations relating to your insurance policy, please read our Product Disclosure Statements: https://financialservices.coles.com.au/insurance/about-our-insurance/important-information.Similar opinion? Write a review on ieatwords.com.au!
akaySouth East Queensland, QLD
- 2 reviews
Never deal with Coles insurance.
Increased premiums for same cover in safer area. Promised no cancellation fees and then charged with no mention in refund calculation. Rudest and least helpful staff and just hung up on me after 15 minutes explanation on phone. DO NOT INSURE WITH THIS RIP OFF COMPANY.
1 comment
Coles I.Coles Insurance
Hi Akay, thanks for sharing your feedback. We take many things into consideration when calculating your premiums. Please call our Customer Care Team on 1300 265 374 as they'd be best placed to review this for you.
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d1richMurray Region, NSW
Cyclone in Albury?
Coles Insurance have just rejected my insurance on a new house in Albury with the statement that they aren’t taking any new business there as a Cyclone is about to hit. I have been a customer of theirs for years and hence it isn’t new business and secondly there isn’t a predicted Cyclone for this area, now or more than likely ever!
4 comments
Coles I.Coles Insurance
Hi there, thanks for sharing your feedback and we're sorry for the disappointment. We do our best to ensure our customers are offered insurance at great prices. We're always reviewing our insurance po... Read more
licies so we'd encourage you to try us again in the future.You still haven't answered our questions as to why Albury/Thurgoona has suddenly become a cyclone area, we have been with you for 4 years.
Coles I.Coles Insurance
We're sorry for any confusion. We recommend calling our Customer Care Team on 1300 265 374 as they'd be best suited to advise you about this.
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Coles Insurance
If you ever want an insurance company that takes your money and does everything to NOT assist with any claim this is the one for you, we have been waiting 6 weeks for small claim to be processed and Coles continually request information that can’t be supplied, extremely unprofessional and provide no assistance particularly for elderly people. Thank god for APIA
1 comment
Coles I.Coles Insurance
Hi Ray, thanks for taking the time share your review. We're sorry to hear you experienced a delay with your claim. We'd recommend getting in contact with our Customer Care Team on 1300 265 374 so they can look into this for you.
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Questions & Answers
Patricia Silcockasked
I have Coles home & contents insurance cover & it’s due for renewal 30/5/20.
I would like to please find out how much the renewal is going to cost, & I would like to amend a few items, I would like to remove specified contents inside the home please. 2nd our home currently has a mortgage on it with ME bank. 3rd our home was built in 1998 & not 2002. 4th excess on building please go up to 1,000 & contents to $250 & not $500.
Policy COHO-6146-5847
Kind regards Patricia Silcock
1 answer
Coles I.Coles Insurance
Hi Patricia, thanks for taking the time to get in touch. We're sorry for the delay in our response. Regretfully, we're unable to access our valued customers accounts for privacy reasons. To check your coverage, modify your cover and renew, we recommend logging into our Insurance Service Centre by visiting
Marianne W.asked
I have a house and contents policy that I wish to cancel because I sold my house. But would like to take out a new one for my new house. I will not move till the 30th April and its in a new property in a over 50th village. Please contact me about this matter. ASAP
1 answer
Coles I.Coles Insurance
Hi Marianne, thanks for getting in touch. Regretfully, we're unable to call you via this platform. To access your account and make changes, please login to your Insurance Service Centre. Alternatively, please email our Insurance Team via [email protected] - as they'd be best placed to assist.
Aline H.asked
I would like a quote for house and content insurance
2 answers
We have had our contents & car insurance with Coles for many years & have found them very competitive in price with our companies. Our house insurance is covered as we live in a retirement village. Fortunately the only claim we have had to make was a small one for our car. We would highly recommend Coles insurance to you..
Coles I.Coles Insurance
Hi Aline, thanks for getting in touch. We're excited to learn that you're interested in obtaining insurance through us. For a quote, please visit: https://general-insurance.coles.com.au/home-insurance/your-home?ctype=HomeNCon and follow the promts.
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Coles I.Coles Insurance
Hi George, thanks for taking the time to share your review. We're disappointed to hear of your experience as we pride ourselves on customer service. We appreciate your feedback and we'll ensure to sha... Read more
re your comments with our Insurance Team so they're made aware. We hope you'll notice an improvement moving forward with the rest of your claim.