Coles Car Insurance

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

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.

Delayed repairs with internal processes for almost 2 months Trying to use second-hand parts (motor and turbo) with significantly higher mileage than my car (over 43,000 more km's travelled with no service history, etc). When I lodged a complaint about the motor, they refused to answer the complaint and told me to complain to AFCA (AFCA has a… Read more

delay of 6 weeks just to have my case reviewed) before repairs can be considered to start

Every time I call I am passed around for about 2 hours with everyone I speak to telling me they can't help me it's another team, who can only be contacted via internal email, who never get back to anyone

I am only giving a star because it is bare minimum. I got a quote for a $36,000 car on Monday for $718.54. They refused to send me the quote by text or email. Told me I had to call back when I bought the car. On Wednesday I bought a car for $18,000. I needed insurance cover to drive it off the lot. I called again and the quote doubled in price… Read more

even though the value of the car was half and they would only insure it for market value which was less than what I paid. They claimed they couldn't find the other quote and without an email I had no proof though the phone operator id'd me and accessed my account. I went home without the car and started ringing around other insurers. Then I did a quote online with Coles and it was $974. This is all within 2 days. Made a complaint and they said they would call me back. They didn't. I made another complaint and absolutely nothing came of that except to say they can't send quotes. I call nonsense.

I had compressive car insurance through Coles Insurance for about 18 months. During that time I was involved in a not a fault accident with an uninsured driver who refused to pay, resulting in the matter going to court. I filled out the claim online, spoke to one person on the phone when I was super stressed over the situation (that lady was so… Read more ·  1

nice and made me feel so much better!!), and replied to two emails.

That was the extent of my effort lodging the claim. Everything else got sorted out for me.

It was as pleasant as an insurance claim could be. I expected it to be a nightmare because they were so cheap, but it wasn't.

When it was time to cancel the policy because I sold the car, it took about two minutes to cancel it online.

Good customer service after accident – Someone ran into my car from behind and it was a write-off. Coles was very helpful. Only thing was, instead of paying out the full agreed amount they said that some deductions were made for expected rego and CTP refunds, except that the refunds from those 2 sources were less than what Coles deducted from the agreed amount. Not by much, but still less. Show details ·  1

Very efficient and professional! – So happy with how my claim on my comprehensive car insurance was handled after an accident. Kept informed at every stage and very pleasant people to deal with would definitely tecommend Show details ·  1

The quote provided as valid for 30 days had increased by 26.5% 3 days after expiration date... I wonder if the Coles supermarket uses the same policy, how many customers will they keep as a result? Show details

Have had many issues with Coles Car Insurance. Would not recommend this company to no-one, they are under the IAG Insurance brand. Had a car accident and was booked in this week, and had a hire car. Relatively easy process to book the hire car under Coles Insurance. When I booked the hire car, the lady on the phone told me that even though the… Read more

smash repairer said it would take 5 days, if I needed the hire car longer due to the car not being ready, that was fine. The smash repairer has been updating me daily via text about the progress of the repair. The last text was yesterday where they said it was undergoing quality testing and they would notify me soon when it would be available to collect. Today, received a nasty text message from Coles Insurance Hire Car Team stating the car is ready and if I do not return the hire car today, I will have to pay for the hire car myself. I phoned the Hire Car Team and spoke to a lady who english was her second language and she said her colleague had written in my file that they rang the smash repairer yesterday and was told by them that the car was ready. I told her I had not received a call or text that it was ready to be picked up and in fact the last text yesterday at 1604, stated it was still in the quality process checking everything was ok. She argued with me and said i would have to pay for the hire car for 2 days. I said that was nonsense and that I work full-time and a health professional and by the time I got off work today, the hire car centre and smash repair centre would be closed. I cannot just leave my work. I asked to speak to her supervisor. Another 10 minutes or so went by and a lady named "R" came on and supported her rude colleague and I read out the text that the smash repair company sent me yesterday and she could not care less. I said I was going to lodge a complaint with the independent company that investigates insurance issues and she said she would start a complaint herself and email me a copy (still not received). She said even if the complaint is raised, it will not go against what she has told me. She put me on hold and said she would phone the smash repair centre. I was on hold for around 5-10 minutes. She came back and told me the car was ready and that the smash repairer 'forgot to phone me'. I hung up and phoned the smash repairer and spoke to the lady who I spoke to when I dropped off the car on Monday. She was very pleasant and said that the repair men just came and told her that the car was now ready. She said she did not receive any call from Coles Insurance and I did ask her to put it in writing for me to argue the point with these customer service people who do not provide customer service, very patronising females and need to be held accountable. I now have to take a day off work tomorrow to collect my car and pay the hire car fees. DO NOT GO WITH COLES INSURANCE OR IAG INSURANCE - THEY MAY BE CHEAPER THAN OTHER INSURANCE COMPANIES BUT THEY ARE A FARCE AND DISHONEST COMPANY.

I’m trying to make a car insurance claim when I was insured by Coles back in July when they were under the banner of Insurance Australia Limited. I was on hold for 45 minutes before a recorded message said they were having technical difficulties and would have to cancel the call, so I was hung up on. Before that the recorded message is constantly… Read more

saying you can lodge your claim online. You cannot lodge your claim online if it is an expired policy as you cannot login. The AI bot says I have to call and I tell it I did call and I got hung up on. I asked it to call me and it says can’t do that, I have to call. So I am just going around and around in circles. Meanwhile Suncorp, the insurer for the other party has rung me twice and now sent a final letter of demand. I have told them I am with Coles and they said I have to lodge a claim with Coles. Well I would if I could.

Pathetic insurance company, had been with them for few years, my son who is a leaver driver met with an accident, I was supervising him. Fault of the other driver, as a good customer I called and informed Coles insurance of the accident, that's the biggest mistake I did. I was doing the claims myself from the other party's insurance. So not a… Read more

single DOLLAR loss for Coles. After a month I receive a call saying they are unable to renew the policy as my son is a risk to the roads, pathetic, so they are only giving insurance to experienced drivers whom they think will not cause any accident. Feel disgusted that I had been with them for years, will definitely inform family and friends to get away from this insurance.

Been waiting for a month about the status of my car for the 2nd ASSESSMENT ! Accident Not my fault! Been passed to two repair shops already. Ive been using this insurance for 3 years. It’s very frustrating thinking I got only one car. Its fine of me if they gonna Write it off or what at least Im gonna go on with my life.Every time I call them all their response is nonsense. Next step will file a complain. Customer service worst to talk. Show details

After 16 months, my claim had not been resolved so I wrote a negative review here. The next day my claim was accepted, no excess, and I was reimbursed for upfront repairs. Maybe a coincidence? Anyway, the repairers did a great job and my car is now fixed. Show details

Was hit by a client of Coles Insurance. Took 8 weeks and many phone calls and emails to get approved. After 8 weeks I threatened Coles Insurance that I would call the Ombudsman, our claim was approved the very next day. They are absolutely pathetic to try and deal with. Should you be hit by a Coles Insured vehicle, good luck to you!! Show details

I've been with Coles insurance for nearly 10 years and they won't renew my insurance this year because of a conviction not car related from a couple of years ago bloody ridiculous very disappointed Show details

They deemed me at fault for the accident when even the guy that hit me took responsibility. The car repair shop did a half assed job, threading bolts so the tub of my ute was held on by one bolt. Crazy. They also reversed into something and damaging my car but refused to take responsibility. Coles insurance refused full repairs and handed my car… Read more

back in an unroadworthy state. Even the independent assessor told me to go to another insurance company. The repair job on my car took 3 months, long enough to lose my job

Guess what I'd like a negative star if possible. Premium $ not processing even though been through from my bank for a week. But they allow you to file a claim (NOTE that my policy is ACTIVE meaning you should assume customer pay $ and everything on time and you just need to do ur job, not waiting around like a boss). A simple window breakin damage… Read more

that I noted in the first place being urgent cannot get them to proceed for more than a week now. Turn to somewhere else, cos Coles Insurance doesn't know how to serve customer. No wonder they charge lower fees cos they know they did worse than most other compaines.

Did an online quote, told me it would cost $1,054 but when I went through to checkout it changed to $1667. None of my information changed. Had full license for a long time and never had an accident or any claimes etc. No reason to increase the price but when I contacted them they couldn't tell me why it increased but it wasn't a mistake. So I guess they lie on the quote to get people in and then change it. Show details

If there is minus stars I would select. Horrible experience. Thinking I am covered with a comprehensive insurance. I have an accident the car is a write off but they don't want to pay so they refer it to investigations the process takes 4 months to reach conclusion that its a legitimate claim. Full investigation with 3rd party face to face… Read more

interrogation recorded interviews asking for full disclosure of all finances and bank accounts etc...

Outcome they have no case they have to process payment .

Oh and they don't pay back the unused annual premium and if you do monthly they deduct from the payout the remaining months of a whole year.

Daylight stealing

Worse experience ever Stay away

Have been waiting 5months for a reply to a claim. Their policy holder is at fault, no reply to two emails so far........ Update : 2 months on and still no response after resending quote to a different email address that was supplied Show details

Don't waste your money! – Definitely would not renew my policy. Had some damage caused by another person to my vehicle. Had all photo evidence including the other persons drivers licence but unfortunately at the time I forgot to take a photo of the back of their drivers licence. Was told since I can't provide the address I'm now liable to pay for my own excess for repair… Read more

as there's nothing they could do and was asked to chase the person for their address myself, which of course the other party refused to give out the information. Don't waste your money insuring with Coles, just imagine getting into any incident where you're not at fault and the other party refuses to give out their information. Coles would do Absolutely nothing unless you cough up the excess yourself.

customers are not valued – Have been with Coles car insurance for several years. The normal renewal letter changed to a cancellation letter for all customers since Sept 2024 due to new underwriter Auto and General taking over. Instead of making a smooth transition, they transfer you to the new agency where you have to start all over again and provide them with all of your… Read more

details and reapply for car insurance. This is a South African call centre. The catch is that after you have gone through this tedious process they tell you the annual premium amount WHICH HAS DOUBLED since the premium I paid with Coles for the same product 12 months ago. Terrible rip off. I told them that they must be losing a lot of customers due to this. I found another company and am now paying similar to my 2024 premium. Be careful though. Auto and general underwrite other popular Australian car insurance agencies, and their premiums are almost exactly the same. Pays to ask at the start who underwrites them so you don't waste time with the greedy corporates. NOTE: they try to tell you that you can save 15% if you do your own application online. So what! That is still 35% more expensive than what it should cost.

Don't Move – I'm with Coles Insurance. I will not be renewing my policy which is coming up in January 2025, as back in mid-September and October I telephoned twice to change my address and each time your customer service team stated they cannot change my address unless I get a brand-new policy and sign up for another 12 months. Even though my policy hadn't expired yet. Show details

Got canceled without any communication – My car was insured with Coles car insurance for a year. I had the premium paid automatically out of my bank account. 2months ago the premium wasn't deducted so I called to ask why. The gentleman I spoke to said my insurance was canceled automatically, reason being they collaborated with a new insurer and all insurances needed to be renewed. So,… Read more

without knowing, (no emails, text, or any communication what so ever) I drove without being insured. The gentleman had the audacity to ask if I wanted to be put through with the new insurance people, without even acknowledging I have been driving uninsured. I firmly declined and went with AAMI. Very poor customer service don't waste your time and money.

My claim is rejected – Hi my name is Sandra I have Cole’s insurance I not recommended any one is not helpful my daughter had incident last she not and policy but went I call for my claim the person who took my call was called Kiara we explained our situation and she asked for our information and also from my daughter and told them it there is no problem and told them… Read more

that we had to pay excess $1600.00 and gave them the number claim and all good and Monday called and said my claim is rejected it’s has not consideration and the thieves thank you a God my daughter is live but she had minor injuries such a bruise .