Was involved in an accident with a coles insured driver. I was a stationary vehicle when the driver ran a red a crashed into me. It been nearly 6 months and now they just told me there driver was at fault, yet this lady on the phone trying to turn it on me like it was my fault. She just started yelling at me on the phone. I was on the phone an hour before I even got put through to her. She was so worked up she hung up me haha. Typical insurance people. Quick to take the money slow to hand it out. Negative 100 stars for service
Parents have been with the insurance company for as long as I can remember. Totally fine if all your claims are fault free but as soon as liability is grey it becomes a totally different story. Absolutely terrible when it comes to follow up and follow through. They say they will call you back with an outcome in the next day or so but do they? Absolutely NOT. If you enjoy repeating yourself time and time again, If you like waiting unknown periods of time without knowing what is happening & If you live for the thrill of trying to defend your posi...tion when everyone (including your own insurance) is pointing fingers at you. Coles Insurance is the best Insurer for that. If you actually want good service and someone who will be with you every step of the way, GO ELSEWHERE.
One star is too generous!!
The value of the policy was amazing at first glance, cheap and easy. but after making a claim, I found it to be very difficult and Coles Car Insurance staff were very wishy-washy with their responses over the phone.
First, they would say Im being reimbursed, then they would say I need to provide evidence, then they'd say they received my evidence and it was being processed, then now saying they haven't received any evidence and I won't be getting reimbursed. it has been 5 months and still no resolution!
I am now in the process of dealing wit...h AFCA to find a simple resolution to the issue. Coles Insurance staff talk all nice and friendly on the phone, but I have since been informed that they refuse most claims and their call centre staff actually get commissions for refusing claims!
A terrible ongoing experience
2 weeks after the accident my car still not assessed called the insurance emailed every time i get a different answer or excuse I asked why it taking so long no valid excuse
Worst insurer ever. SCAM
I was reversing out of a Carpark when a person opposite me decided to reverse at the same time. I honked my horn a few times which he did not hear (older man with hearing aids) fast forward, I got his licence number, two, name, insurance company. A witness came forward. The at fault man said he knew what had happened and would not contest it.
I rung Coles. They said , great you're not at fault. Please go to such and such a repairer and get a quote then we can forward it to the other insurer. I rung to organise the quote "sorry we don't do quot...
Terrible customer service. I would give it a NEGATIVE score if I could. Made a claim, been 3 months and still no response. The other party is a hire care from Hertz. And the reason they give for not approving our claim is because we didn't provide them with the other driver's address, who is a UK visitor. Hertz wouldn't give us that information and COLES wouldn't care to find out either. So either way, we are not going to get reimbursed. One of the worst insurance ever. !!!
Awful customer service
If I could give a negative score, I would. Absolute time wasting. Could have rejected my claim from the beginning but took six months to reject it. Then on top of that proceeded to continue taking my money to “process” the claim. Had to keep calling them to follow up - clearly don’t care about customers.
Took my time and money for a whole lot of nothing and I was pocket for the entire thing!!
Six months of insurance and then had to pay for the repair of my car. Would NEVER recommend to anyone. I would recommend them to NOT USE THEM, EVER!
De...finitely use another company. The fact that you have to follow them up constantly is ridiculous. Sometimes weeks would go by and would hear nothing. I tried cancelling the service three times and they even failed to do it the first two times, so goes to show what kind of business they run.
Avoid! Lying staff and terrible company!!!!
I had taken out a policy with Coles car Insurance paying monthly. After checking my bank statements I had been charged annually! And charged dishonour fee. After ringing and cancelling my policy I was told I would get a full refund. 6 days later still no refund. I was then told that the money was never pulled out of my account! And I wouldn't receive a refund. I was also charged a monthly payment for a policy i didn't have! After going to my bank and obtaining bank statements I have sent off an email showing the money had been pulled out of my...account. Yet to hear back if I will receive my money. Please avoid this company. Full of lying and thieving staff who don't know what they are doing. This company shouldn't be running as car/home insurance. Not worth the lost money and time.
Worst Insurance Ever!
The policy SOUNDED good value, until Coles sent me my Documents, which were all wrong, I changed it to what I wanted, and they "fixed" it... for a FEW DAYS... and it changed BACK to nonsense again... It kept getting stuffed up until the prang... not our fault, not the Taxi my son hit, as the taxi was speeding head-on and could not measure speed at night. I found out that my policy was again not correct for the prang of that day!
April 5th 2018 Update: Coles makes so many mistakes, you could be without insurance while trying to fix the last err...or! If Coles could actually get their COVER details correct first time, the value could have been fair, but when making errors on our requests, and continues every time we try to fix it up via their DURBAN Call Centre, we are left without proper cover as we requested. If their errors are deliberate, and misleading, then Coles must be fraudulently claiming to be something they are not. July 10th 2019 Update: Lost My Car Due To Inept Staff Useless Policy. promised all drivers covered, Coles Durban lied about that. Claim rejected. It was trying a new Insurance Coy. I Will never go near Coles EVER again. My Chery J3 was NEW, but now it is no more, lost to a lying, inept systematic problematic Coles DURBAN overseas Call centre who promised me all the cover I asked for, but turned out they changed the data... even after the Insurance Ombudsman got involved, they kept up the facade. The Ombudsman was useless to customers because he said that at the time of accident, I was incorrectly covered (even though because of Coles' staff and system would never tell me that they actually did not cover anyone under 25, yet still took my money, and ruined my car ownership) ... I was never told the truth, because of money greed!
Questions & Answers
Wow Coles Insurance, do you ever actually read any of these reviews? I was about to sign up with you until I read these and realised that the majority of reviews here canned your customer service - or lack thereof. And why is it that when some of these comments do receive a response it's the same thing said over and over again but nothing appears to improve or get resolved? Seemingly the only thing that's going to occur is that the feedback will be passed on. Great! You've certainly just lost my potential business.
Hi there, thanks for raising your concerns. We appreciate your feedback, and in light of what you've read, we hope you give us another chance in future.
Thanks but no thanks.
I need to no if I paid my car insurance last year
Hi Peter, thanks for taking the time to get in touch and we're sorry for the delay in our response. Regretfully, we don't have access to our customers accounts via this platform and we recommend giving us a call on 1300 265 374, and our Customer Support Team will be happy to assist you further.
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.
Get an answer from our members and Coles Insurance representatives
|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|
Other Car Insurance
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