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.
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.
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...
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.
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 ...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 NRMA
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.
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.
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.
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.
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...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!!!
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
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.
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!
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...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.
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.
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Questions & Answers
Is it true that Coles will only insure undamaged new cars ?
This is what happened when one of my relatives requested an online quote "complete with pictures of some declared minor door damage", to be told online insurance is not possible, call customer service.
Customer service agent told my relative Coles will only insure undamaged new cars.
Is this true?
Hi Teacher. I had my older car insured with coles when they were backed by wesfarmers and never had issues. As soon as they moved to another company I got out. Prices skyrocketed and were no longer competitive. My advice to you is don't use them. Try budget or Suncorp. As for not insuring a car with minor damage sounds ludicrous. I wouldn't waste my time with them. I hope that helps.
Coles I.Coles Insurance
Hi there, we appreciate you taking the time to express your concerns. Please be assured, we're constantly looking at our underwriting rules, and will pass your feedback onto our product team for their consideration. In the meantime, we recommend calling our Insurance Team on 1300 265 374, if you have any further queries, as they'd be best placed to assist.
I currently have 3 cars insured through Coles insurance, today I tried insuring my new LDV T60 and instead of a price I get a screen stating that Coles cannot offer me insurance due to my circumstances. What is going on ?
Coles I.Coles Insurance
Hi Rob, thanks for getting in touch. We're sorry to hear of your experience. We recommend calling our Customer Care Team on 1300 265 374, as they'll be best placed to assist you with this.
Spoke to customer care, My new car is one they don't insure, So the fact it is brand new, has a 5 star uncap rating means nothing to Coles. So I will be insuring this car elsewhere and moving my 3 other cars and 2 property insurances as well. Very poor of Coles to not care about loyalty to their customers.
Coles I.Coles Insurance
We're sorry to hear of your disappointment, Rob. Please be assured that we'll share you feedback with the relevant teams.
I request for access fee refunds and I got refund form from coles insurance but 3month after they still haven't refund yet.
Is it possible?? I asked 4times but nothing response. Just got auto response about 3 to 5 business day.
Coles I.Coles Insurance
Hi, thanks for getting in touch. We'd recommend that you contact our Customer Support Team on 1300 265 374 as they'll be best suited to assist you further.
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