Coles Insurance

I am extremely disappointed with the handling of my recent car insurance claim with Coles Insurance. The original claim was straightforward—a… Read more

spontaneous sunroof failure. However, the situation escalated significantly when my vehicle was towed in heavy rain, resulting in extensive water exposure inside an electric vehicle. What began as a single issue quickly became a far more serious problem due to poor handling and lack of care.

More than eight weeks later, after countless hours spent on phone calls, emails, and repeated complaints, the resolution has been wholly inadequate. The vehicle was returned with only superficial cleaning, including what appears to have been a basic vacuum, despite clear evidence of water ingress. The sunroof was replaced with parts that do not match the quality of the original, and concerningly, visible glass fragments were still present in the vehicle—posing a safety risk to my family, including our three young children.

Throughout the process, communication has been inconsistent and, at times, misleading. Key information was not provided in writing despite requests, and I was repeatedly required to restate details of the claim, adding unnecessary stress and frustration.

This vehicle is less than a year old, yet it has been returned in a condition that includes a persistent damp odour and unresolved concerns about water damage. There has been little acknowledgement of the inconvenience or the significant mental and logistical strain caused by being without our vehicle for an extended period.

An offer of a small cash settlement was made to close the complaint; however, this was undermined by the expectation that we would incur additional out-of-pocket costs—such as a $180 trip to collect a hire car that should have been covered under the policy.

Overall, this experience has demonstrated a concerning lack of care, accountability, and customer support. I would strongly urge others to carefully consider their options before choosing this insurer.

Coles Home Insurance is hands down the worst insurer I’ve ever dealt with. They lie, delay, and dodge responsibility at every step. I’ve been waiting… Read more

endlessly for my claim to be resolved, and every time I ask for updates, I get excuses, false information, or silence.

They will do anything they can to avoid paying — twisting reports, ignoring evidence, and even sending out the wrong or unqualified contractors who make things worse instead of fixing them. Their behaviour is completely unacceptable for a company claiming to provide “protection.”

I’ve now had to take the matter to AFCA because Coles refuses to do the right thing. Their treatment of customers is shameful, and their lack of integrity is beyond belief.

If you value honesty, professionalism, and peace of mind — stay as far away from Coles Home Insurance as possible. They are a total nightmare.

Absolute joke, out of pocket nearly 3k for something they deemed as an inconclusive illness. So, my claim denied. I have now cancelled the policy… Read more

straight away. Such a joke, an illness when a vet is required should be covered. Full Stop. Not even worth one star - negative 100 stars Stay clear from Coles Insurance

Disgraceful, sneaky and deceitful. Beware !!!!!!!!! – I am so devastated in the way I’ve been treated by this company. Two claims have been rejected now. I am at a huge financial loss and treated like an… Read more

idiot.

The first claim was after unprecedented rain and one room flooded as the water came back in through the sheets and the gutters overflowed. COLES said lack of maintenance. Not true. They proceeded to send a company out to try and prove my roof was in bad repair and took photos of other parts of the roof with a few rust stains. This roof an older roof that was maintained and recently had new screws and sheets replaced. Might as well not have insurance if they never pay. The second claim Coles have refused to pay tenant damage and loss of rent. I believe I did not have loss of rent on the cover so I except that and then took it out at a latter date in my policy. Lesson learnt there but the damage to property and items missing they will not pay. They said it’s not clear what went missing. There was furnishing missing and the damage was evident. I have 2 smashed windows, burnt carpet, holes in the walls ect. The kicker is Coles feel this is normal tenants neglect. ( I’ll I see a photo of their explanations) I have escalated this with Coles with no success so now I have to go to AFCA. It’s exhausting and it’s over a year! Coles takes a long time to get back to you and use many excuses why they dont. Coles are hard to talk to on the phone if your overseas even after requesting a phone number I could speak to someone.

If your looking for insurance please do not use Coles. Three dodge their responsibility to pay. What’s the point paying for insurance if tenants burn carpet and this is not insured! How is this normal living or breaking windows and punching holes in walls??? Please tell your friend and family AVOiD COLES INSURANCE!!!!!!!!