Excellent Service with friendly and extremely helpful staff.
Whilst I was not making a claim but updating several policies, the staff member could not have been more helpful and made what could have been a difficult process so easy. Everything was resolved within the one phone call in a timely manner.
Not worth the paper the policy is written on.
Have multiple properties and cars insured with Coles. I tried to claim an at fault accident and was denied. Their reason was that my Ute wasn’t being used as intended (carrying a covered load as per NSW road rules). Not worth the few $ saved.
DO NOT DO IT - Save yourself the stress from this horrendous company!
I have had Coles full comprehensive + windscreen cover for a few years. On Saturday 10/4 my back windscreen was smashed while my car was unattended. I was annoyed but THOUGHT it would only be the $50 excess to fix it as I had paid extra for the windscreen cover. However, I tried to contact Coles on Sunday 11/4 but no one was there to take my call, so much for 24/7 service! Then I found out that only my FRONT windscreen was covered after lodging an online claim. This was never explained to me when paying for this extra coverage & with all th...e other companies I have held insurance with every windscreen in the vehicle is covered. So they wanted me to pay the $800 excess. I was furious & tried to fight them on this however the whole team is quite useless & just repeat the same script over & over. I then questioned them as to how they can charge me $800 for windscreen excess for an item that O'Brien's has told me will only cost $650 to fix, the same supplier they use for repairs...what are they doing with the extra $150???? So they then told me it is not feasible for them to fix it & I have to arrange repairs myself!!! Are they serious??!!! So basically I pay them over $700 a year for them to tell me to arrange the repairs myself. I cancelled my insurance immediately & asked for a full refund... still waiting for it. Save yourself the headache, the stress & the time... go for a company that actually honors customers policies! Side note: I have now arranged repairs myself ($400) & every company I range to get a quote said that this is the first time they have ever heard of an insurance company not covering every window in the vehicle.
Insuring my car with Coles was the worst decision I ever made. I was sucked in by the cheap premiums but as the saying goes “ you get what you pay for”. I’ve used many different insurers and Coles has to be the worst one without a doubt due to their zero to none customer service. I made a not at fault claim and it was a absolute nightmare... it took 9 long weeks to repair my car. I don’t know who was worse - Coles themselves or the two smash repairers I was sent to. Firstly no one follows up on your claim - at one point I was calling daily to f...ind out what was happening with my car and when it would be repaired. When you speak to customer service no one knows what’s going on , you get told something different each time you call and they say they will call you back to follow up but they never do. When my car was finally approved for repair 2 weeks after the claim was made the smash repairer then took forever. I was given 7 estimated completion dates for my cars repairs...each time the date came around they would never call me to let me know that the car wasn’t ready. I was left constantly calling them to find out what was going on but often I was on hold for at least 10mins before they answered or they would not answer the phone at all. Very poor customer service as well. In the end my car was sent to a second repairer but they weren’t much better. After 9 long painful weeks my car was finally repaired but then when I went to pick it up they tried to trick me to into paying my excess even though I was told by Coles it was waived as the accident wasn’t my fault! Never again will i use Coles car insurance. I’ve since cancelled my insurance and gone elsewhere. I’d rather pay double in premiums than go with Coles again. Absolute Nightmare!
Great price, low service
I choose them cause of the competitive prices, I've been with them a few years I find their service is lacking, they aren't very easy to understand on the phone. Hard to converse with. After getting off the phone I don't feel very secure in my insurance.
Coles insurance is the worst insurance I have ever had, they do nothing to help you, in fact they go out of their way to make it harder for you.
I made a not at fault claim 3 months ago, still waiting, every time I call them I wait on the phone 30 - 40 then told will call you back it never happens. Be very careful avoid using this company.
Unprofessional conduct , no accountability
Had car assessed booked in for repair , for minor not at fault claim
4 days to complete
Car was allocated to another repairer,
On the fourth day car is still parked on side street not touched
Told a bunch of lies , not happy
The assessor does very little to keep the customer informed, and seems to working for the repairer
Inconvenienced and unprofessional
Sent a request through the app to cancel my policy. After 2 days still no call to complete the cancellation. Took the premium out of my account so I called to dispute and cancel, was told they wont refund the premium they took out but happy to cancel the policy. They also had the nerve to ask me to consider them once my new policy ends....why rob me and then suggest considering doing business again!?!
Paid $151 for 3 days insurance.
Seriously there are many cheaper options to consider, avoid Coles insurance!!
Terrible company! Do not use!
Charged an extra $800 due to new location which they deem high risk !! Charged $1600 a year!! Cannot revere or stop the policy for the exta charge- call center is in st africa !!! Worst company ever!
Low agreed value option
Tried to do full cover but the agreed value for my car was only $9000 and my car in the marked is worth around $21000. Was so disappointed when I heard that.
Terrible experience with customer care team- I would avoid them. And way too expensive
Had a very poor experience with Coles car insurance, their call centre is very poorly managed and hard to deal with, and offer no real support.
I called up to discuss an address change and everything was so hard.
They more than double my premium, and didn’t offer any sort of loyalty discount. Or solution to my problem. And basically didn’t care at all.
Absolutely no loyalty for current customers.
I found them to be very expensive compared to other better priced offers from well known car insurance companies. The attitude was also very complacent as it seemed to be a very much "take it or leave it."
- Comprehensive Car Insurance
Good online and phone service - great prices!
I have several insurance policies through Coles and have always found the cover and price very competitive. The one time I made a small claim (on my home insurance) it was paid out though took some time. My comprehensive cover includes and under 25 driver (albeit perfect driving record) and it's competitively priced.
Coles don't want to sell the insurance service for no reason?
I have being used Coles third party car insurance for many years on one of my car. I have never made claim on that. Now I want to buy this for an other car but Coles doesn't want to sell me that. I have no idea why they deny me. If I choose to online renew my first car (currently with Coles third party car insurance) it deny me as well, but they will renew it on the phone. That's absolutely weird and make me feel bad
Have been most courteous and prompt insurance i have dealt with.
I have unfortunately had to make a claim after an at fault accident. I struggled a little with the online claim process so called and was helped by a wonderful lady. I went to the preferred repairer which happens to be the one i had to take my vehicle to when i was with RACV and had a claim where i wasnt at fault. Lovely repairer. I had further questions and called online, spoke to jamie and he made me feel very comfortable and assisted me instantly.
You see how good they are when you need them, couldnt be happier.
Been with them for years claimed once
This driver ran into the back of me at traffic lights, it was so easy to make a claim over the phone. It took around about 10 minutes and my car was booked in for repair the following week. Could not be happier with Coles insurance and the operator was very pleasant to deal with
Very happy with my insurance
I had comprehensive insurance for my new car. I was rear ended and the car was written off within the first month. Coles provided me with a new replacement car in a very timely manner (exactly the same make and model as my previous car). Even though this happened over the Christmas and new year period, their customer service and communication was excellent. I have taken out coles insurance on my new car! Thanks coles insurance, I am extremely happy with my cover!
Please call your customers
Missed one payment, they sent a email which was lost in my junk. Cancelled policy. Why is it so difficult to just call your customers? One simple phone call would have sorted it out on the spot. Another example of crap Australian customer service.
Easy to deal with,and good Rates
We are in our 4yr with coles insurance,never made a claim,and just organised the renewal to cover our
new ,vehicle we about to take delivery of soon 10/10
we are very happy with the service.
- Comprehensive Car Insurance
Rude, arrogant customer service, and no follow up
I called Coles Insurance about my existing car policy because I have restrictions added to my drivers licence, the customer service guy couldn't tell me if I would still be covered or not, he said he would find out and call me back. I have not received any call back and now I need to drive my car, i still don't know if I'm covered. To add insult to injury, i have just paid my monthly installment. I called Coles to cancel the policy just now, customer service was rude once again, she just kept babbling about the PDS and disclosure statement, rep...eating it over and over instead of asking me what they had overlooked before and could she help instead. I asked her to cancel the policy and they are keeping my monthly payment i just made as they have a no refund policy, I said to her, look its not my fault, you haven't called me back, i can't risk driving my car today unless I know I'm covered. She couldn't care less but thats what you get for speaking to overseas call centres, the woman was zero help. Do not use Coles Insurance AND we will be going back to Wooloworths/ALDI for our groceries now after supporting Coles for more than a decade, you have lost a customer.
Questions & Answers
Why do you have the worst reviews of any insurer?
Because you pay your premium and when you need to claim and expect to be covered, Coles Insurance actively finds a way to avoid paying and walks away from you in your time of need.
But let’s hear it from Coles. Funny how all the positive reviews are from people who have never claimed. I fail to understand the logic of providing a review on an insurer unless you’ve made a claim.
If I don’t want to renew my car policy when do I notify Coles insurance, my policy expires 10th May. Thanking you Gloria
Call them before the due date and advise that you don’t want to renew the policy
Hi Grant, I forgot to ask.... would this mean I will be charged the $25 cancellation fee
Thank you Gloria
Hi Gloria, thanks for taking the time to get in touch. We recommend calling our Customer Support Team, on 1300 265 374, when you can, as they'd be best placed to advise you of your options.
How long does your refund to go in your bank account
Hi Kerri, thanks for taking the time to contact us. Regretfully, we don't have this information on hand and we recommend calling our team on 1300 265 374, as they'd be best placed to assist.
|Category||Roadside Assistance Providers and Car Insurance||Roadside Assistance Providers and Car Insurance||Roadside Assistance Providers and Car Insurance|
|Other Insurance Types Offered||Home and Contents and Landlord||Home and Contents and Landlord||Home and Contents and Landlord|
|Coverage Type||Comprehensive||Third Party, Fire and Theft||Third Party Property Damage|
|Underwriter||Insurance Australia Limited||Insurance Australia Limited||Insurance Australia Limited|
|Legal Liability Cover||Included up to $20 million||Included up to $20 million||Included up to $20 million|
|Roadside Assistance||Optional Extra||Optional Extra||Optional Extra|
|Reduced or Zero Excess Windscreen Cover||Zero Excess Included||Not Offered||Not Offered|
|Choice of Repairer||Not Allowed||Not Allowed||Not Allowed|
|After Accident Care|
|Hire Car after an Incident|
Included up to $50 per day for up to 14 days
|Emergency Transport & Accommodation||Up to $100 per day or $500 in total||Not Included||Not Included|
|Towing Costs||Included||Included||Not Included|
|Hire Car after a No Fault Accident|
Included up to $50 per day for up to 14 days
|Essential / Emergency Repairs||Included up to $500||Not Included||Not Included|
|Pay As You Drive / Fixed Kilometre Discount||Not Applicable||Not Applicable||Not Applicable|
|Hire Car after Theft|
Included up to $50 per day for up to 14 days
|Lock and Key Replacement||Included up to $1,000||Not Included||Not Included|
|Transit Cover||Not Applicable||Not Applicable||Not Applicable|
|Trailer & Caravan Cover||Included up to $1,000||Not Included||Not Included|
|Child Safety Seats and Prams||Included up to $500||Not Included||Not Included|
|New-for-old Car Replacement|
Earlier than 2 years from original registration
|Personal Property Cover||Included up to $500||Not Included||Not Included|
|Uninsured Motorist Benefit||Included up to $3,000||Included up to $3,000||Included up to $3,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Included||Not Included||Not Included|
|Collision||Included||Not Included||Not Included|
|Natural Events||Included||Not Included||Not Included|
|Theft or Attempted Theft||Included||Included||Not Included|
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