The worst. Do not insure your car with Coles Insurance
Coles cancelled my insurance after my credit card changed and they could not access direct debit. I accept the credit card issue was my error but the effort they made to inform me of my oversight was pathetic and NEGLEGENT. Once they made the decision to cancel my insurance they did not inform me. I was driving an uninsured car for 6 months. Thankfully I did not have an accident. I found out by fluke about the cancellation and Coles refused to re-insure me as I disclosed that a small scratch that they already had on record had developed a tiny rust patch. That has caused me a huge stress. Go elsewhere. So terrible.
It's the worst car insurance. can't acceptance.
My Coles Insurance Claim Number COL202384537. I am a victim, but the coles insurance made me a victim. It's incredible and unacceptance. What a rubbish insurance company!
During the course of 2 months of following up on this matter, your customer service and complaint sections have hung up my phone call several times either during polite conversations or while I was put on hold for them to “investigate” on this matter.
Firstly, you ask me to download the copy of the police occurrence report to you, then you will wavier the excess fee, I did, bu...
Don't make a mistake using Coles Car Insurance
Submitted a refund at the "beginning" of the month so no issues of me taking advantage of days*
I've made 3 attempts for a refund by phone, at all times have been lied by their customer service team who said it's been processed but refuse to send a confirmation email. it's been almost a month since my query and I am still trying to resolve this. Seems to me Cole's trains their staff this way to lie and give customers run around to avoid refunds or give people such a hard time in hoping they give up. This is for a monthly bill btw I can't even imagine what current customers go thru if it's a full claim. Such a dirty practice!
Can’t wait to never have to deal with this company again.
My car was written off 8 and a half weeks ago not my fault. I still haven’t received my payout even though I have been told it has been processed and approved a number of times. Every time I call up to see how the progress is going they say they will process now and the money will be in my bank in 3-5 days. It’s been 2 weeks and 3 phone calls and apparently it only got approved today. I have heard this numerous times so we will see.
Also apparently I don’t receive a refund on my insurance as I only paid it in January. Keep in mind this acci...dent wasn’t my fault so shouldn’t I receive some sort of refund??? This whole process has been so disappointing and frustrating. I will never insure any of my property with coles ever again and I will be warning everyone to stay away. Im a day away from calling fair trading.
Car was stolen and written off by the thieves over a month ago and no resolution
After 5 years with AAMI I changed to Coles Comprehensive Car insurance late last year. I have never made an insurance claim in my life. My locked car was stolen from our driveway in the middle of the night and a day later was involved in a police chase and written off. Two people have been charged and the assessor deemed the vehicle a write-off, but after numerous photos, emails and phone calls Coles (underwritten by IAG) have not paid. I have a disabled husband and three children and until I receive the payment am unable to purchase a new vehicle. The customer service and delay tactics being used are unbelievable and I am about to take this matter further. So disappointing.
Cheap and nasty
Like many insurance companies Coles seems happy to take your money and will make this part of the process easy however try and cancel or change your policy and it's almost impossible. My car was written off due to someone crashing into it. I let the policy lapse as it was almost due anyway. Since then I have received constant emails from a Coles NoReply address with a big button to renew. No other options. No links to change or cancel - only renew. I also cannot reply to the email. So I try and logon only to find that the one time password syst...em doesn't work - i.e. you request a one-time-password and wait for ages for it to turn up. I finally receive it after waiting for so long, try and login and get taken for a long loop back to the login page where I'm told I need to request a one-time-password again. Out of frustration I call the contact number only to be told "we're too busy so use the web page to make changes". This insurance system provides a poor customer experience whereby they seem to be effective at taking your money, but extremely poor at everything else. You would think that by now the senior execs of these companies had figured this out.
Very unhelpful when making a claim
Reported minor hail damage when sent to be assessed was informed of financial write off. To make a claim was told car had to be handed in with rego canceled then could purchase back and re register. Conflicting information given by many staff members, policy, and claim papers. Canceled claim was told insurance canceled yet I can still log in to my active account. Not happy with service at all.
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 good 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 once claim on my repairs. At the end it worked out but they certainly give you a run around and was a stressf...ul 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.
- Comprehensive Car Insurance
- Verified customer
If only I could give them zero stars
I wish that I never needed to write this review, unfortunately a tire bounced out of a oncoming trailer that failed to stop into the path of our vehicle damaging the front of our car and one other vehicle. Given we had Dashcam footage we though we would have no insurance problems. Went to the Police with the footage and they identified the owner of the other vehicle.
Now Coles Insurance tell us that as we don't have the Name and address of the other party we need to pay the $1200 excess, they admitted that they have not contacted the Police and the PDS states they don't need to. So now we're off the the ombudsman.
My personal experience
I had coles car comprehensive switching from aami 5 years ago. Coles' premium was lower and initially was hesitant about it, due to the many negative reviews, but decided to go ahead anyway. Similar to many families, the cost is an important factor and insurance is something you hope you never have to use.
My partner had 2 accidents in the past 3 years. The first accident, hit a stationary vehicle, the claim was straightforward. Called up coles and they said we need to send our car to the assessor (repairer) to assess the damage. I had to cal...l them up twice before they finally managed to assign a nearby assessor. In my opinion, 2 calls to Coles is not too bad. The repair was done well and have no complaints. The second accident, a car smash into our rear. Called Coles and they directed us to send our car to the allocated repairer. No fuss. Probably its because its the other drivers' fault. Both claims repairs were straightforward, completed within 2 months. The service was very good. I have moved my other car's insurance to Coles as well. Based my experience, I would recommend.
Quick efficient service
Changing my card for premium payment and easy to gain deferring payment of premium. Their repair service and claim procedure was quick and efficient accompanied with advice support! They recognize your loyalty!
Disappointing repair by Coles insurance repairer ARM
After the 1st repair session the car was returned with a wheel missing and the get you home spare in its place. 10 days later had to go back to have the correct front wheel installed. when the car was serviced by subaru they said the steering control box had been damaged in the accident and not replaced when it was repaired, mean the car had to be returned to ARM again to have that replaced. How dangerous was it to be driving this car with a damaged steering mechanism? along with many weeks all up without the vehicle. very unsatisfactory service.
- Comprehensive Car Insurance
- Verified customer
Nothing but good service
When I signed up with coles insurance, I was unaware of their bad reputation. I still don't understand why they have such a bad reputation. I have had two claims through coles within the last year and a bit, one was a parking accident (entirely my fault, ran into a pole) and the other was a huge hail storm that came through. Both experiences were incredibly easy, and coles were nothing but helpful the whole time. I am certainly looking at using them again for my new car. :)
Very poor service!
Coles car insurance only open during business hours. If you have an accident after business hours they ask you to organise your own tow!
My car was 'fixed' after 3 weeks and as I was driving home after collecting it a warning light came on on dash with the warning to park car at the side as soon as it is safe and get the hybrid system checked!!
I drove back to repairer they advised that everyone has left early and to take it to Melton Toyota!
I had to drive in car in the unsafe situation and have it checked and fixed at Toyota service and ...this is after I had already paid the $850 excess to Coles repairer! I have just spoken to Coles claims and they have advised they can't help and someone from their assessing team will call me in 24-48 hours!!
Coles Car Insurance - borderline criminal
My car had to be written off - someone smashed into it.
Terrible experience dealing with this insurer. 2.5 months later - still no resolution. About 20+ phone conversations, endless repetition of the same information. I would have spent so far probably 40 hours+ trying to resolve this.
Lying, incompetent, misleading insurer. They should be stripped of any insurer license. DO NOT USE COLES CAR INSURANCE
My fault .lol. Are you serious???
I was turning left and your client overtaking me for the left side and hit my car on left side.
After i call them to claim about the accident .
First I was waiting for more than 45 minutes.
And I was shocked that I was to be claimed and reliable for the accident.
WTH, What a joke.
Disgraceful and disgusting.
Will see you in court.
Claim time is working hours only
My first and last experience with coles. From the With bit of headaches but finally they wrapped it up and got it finalized. Except the claim time which is only on working days. It means if you have an accident on Friday night you need to wait till Monday morning and find a towing company to take your car and then they compensate
They have been great with two accidents we had. We were not at fault , they went to lengths to help us from the time we called them to the time we got home. Best customer service when you call them .
Terrible services canceled my policy with out notice or ant notification. terrible customer service !!!!!!!
Terrible services canceled my policy with out notice or any notification. They don't even have text message system to let people know about cancellation of their insurance.
Terrible customer service !!!!!!!
Coles insurance suck you in with cheap policies to begin with. Then wait for it increase it by almost 1,500. Why? Because they are now with a completely different company. My car started out on 500$ then as the years rolled on increased to the same amount as the big well known insurers. Have basically moved most of my cars from Cole's. Having overseas call centers is pathetic as they are like Robots. Stick with what you know. Sometimes it's the case of better the devil you know.
Questions & Answers
Who is backing this insurance ?Chinese,EU or uncle sam? or just plain AUSTRALIAN CBA
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!
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 2019 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
how can i get roadside assitant included on my exsisting policy
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 https://general-insurance.coles.com.au/mycolesinsurance/login - you should be able to modify your current policy to add extras, such as roadside assistance. We hope this helps!
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