Incompetent and slow
Our car was stolen and we lodged a claim due to some extenuating circumstances but expected it to be quickly rejected based on our keys not being secured which we disclosed in every conversation. Instead coles took our car for 5 months to assess it, put us through a fraud investigation and subsequently declined the claim based on information disclosed by us in our initial and subsequent submissions. We now need to get it repaired but are concerned that because we couldn’t get any work done while they had it the damage would be worse.
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.
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.
They take your money but don’t pay claims!
I signed up with coles insurance for my new car back in April 2020. Just recently I went shopping with my niece and I asked her to move the car closer as we had large items and she managed to run up the rear of another car in the carpark and they won’t pay my claim because she is under 25... I’m actually going to the ombudsman regarding this matter. Never again. I know I will stick to insurance specialists moving forward but this is so painful because I would have been insured if I had stayed with GIO.
Avoid, Avoid, Avoid - our experience has been terrible
Coles car insurance have just rejected our claim that was lodged in April 2020. Our vehicle was stolen from our driveway in the middle of the night by a group of juveniles that were apparently 'earching' in the area. I had locked the car, as I always do. The car was somehow opened, and then stolen. A day later they stole another vehicle. This resulted in a police pursuit, and they drove our vehicle in to a business, writing it off. The car was graffitied, and had drug paraphernalia all through it. I had to provide Coles with the police re...ports (kids pleaded guilty to theft, drug use, stealing property etc) and also provide them with our car key for forensic examination. They have rejected our claim, stating that we have been dishonest about the car being locked and that a key must have been left in the vehicle....neither of which are true. I have made a complaint to ACFA ombudsman and will pursue this. Coles have strung the claim out and the stress and psychological damage of this process to both my daughter (who is in Year 12 and trying to study for trials) and I has been immense. Do not put yourself through this.
No Service at ALL. Don't Bother
I have sent many emails to these people regarding my existing claim and received nothing. they don't respond to your emails or anything. they did not advise me at any step of the way what was happening with my claim. i had to find these details myself. I didn't even know where my car was for a week. so don't bother with this company - you are better going with a more reliable company.
worst insurance company
Put in a claim, they did the repairs, faulty car running poorly or not at all on pickup up. Returned car and told fair wear and tear but cars not running. Needs to be towed. How to you drive a car into a repair shop then unable to drive it home????? They are a joke. Now we will not even shop at cole. Well done
Await for a reply, will pass this on to claims Dept. Ha Ha
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!
- Comprehensive Car Insurance
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.
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.
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
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.
Treated like a criminal over a hail damage claim
Absolutely disgusting do not go near this mob. My hail damage claim and my 1 at fault claim is still under investigation after 4 months. I have the actual proof of the video footage when it all occurred.
It is my first claim after 12 years and what makes it worse is after my claim they have upped my yearly insurance premium for an extra $500 a year while they still have my car locked up in a holding yard!
- Comprehensive Car Insurance
super slow to review claim
On Monday I called to check on claim. Was assured flagged as urgent
On Tuesday called again. Nothing.
On Wednesday, car dropped off. Called again. Was assured its urgent
On Thursday called again. Was told I would get a call by cob. Nothing
On Friday still havent heard anything.
My car has been sitting idle at the repairer whilst they ignore their customers. Atrocious.
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|
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