Appalling customer service. 3 days waiting for funds to hit my account even though I told them how desperate we are for we lost a written off car 2 weeks ago. No one cares, no one phones. Never again will I use Coles.
Happy with Coles Car Insurance
I was accident free for 6 years until a guy came behind me and knocked off rear hatch and the bumper, as he was too hasty to drive on Green light. I immediate stopped the car and anyway he was kind enough to accept that it was his fault. He gave me his driving license to note down license number name and address. i spoke to Coles , they got the history and the other drivers details. They sent details of the place where we can do the repair next day itself. The repair place had to import door (Mitsubishi Outlander 2014) it took about a month. Panel repair was done almost back to same level as it was before. Did not have to pay excess. I am happy with Coles support. Planning to activate higher car and road side assistant.
Good value if you haven't had a claim before
Handle the claim nicely and the road assistance service is very useful. Overall is good value for the service it provided. The setback is my insurance is double after I lodge a claim.
Coles insurance is one of the worst experience i have ever had. They fix my car with really bad quality stuff and won't fix it properly. I won't be using this service anymore
Very Happy with Coles Insurance
I can't fault Coles Insurance. Have been with them for 4 or 5yrs. Minor accident earlier this year. Other driver was at fault - minor damage was repaired promptly. Even though I wasn't covered for hire car on my policy while my car was being repaired; Coles claimed the one day hire car cost & recovered it for me.
Very happy :))
I might as well sort every thing out myself
This year I had a couple of bad luck with my car, hail damage and got rear ended so I can give prospective on making a claim and lodging a not at fault claim and I can say both experience has been frustrating.
Hail Damage -
Severe hail storm in Dec 20 2018. Lodge a claim for hail damage, was given a number to call up hail damage repairer myself which is disappointing as I thought Cole would assist me in getting this sorted out.
I had rental car extra in my comprehensive policy but was told that I need to book rental car myself closer to the da...
One Of Worst Insurance Companies For A Car
The staff in the coles don't seem to care. Don't ring you back keep you waiting drag out things when it comes to pay you the value is low, always in there favour.
Dont do it
We had a car insured with them and they decreased the agreed value of the car by over $7,000 and we did not notice as this is paid monthly and premium went up $200 a year. we assumed it would be fairly similar to last year - BIG MISTAKE. So when the car was badly damaged in the hail storm they now want to write the 2017 Hyundai Accent sport with less than 20,000klms off and give us around $8,000 after they have taken out the balance of the policy for the year and the excess. They do not answer emails I believe so we have nothing in writing, ...they just ring and go "oh well that is what we insured it for". So after a fight getting us no where we went to the ombudsman and guess what they get told have have to fix the car, all we wanted from the start. So last year its insured for $18,589 and this year the renewal is now $11,273 and and put the premium up by $200 per year. Anyone believe this is fair ? well under the replacement cost. and when asked why they under valued an agreed value amount they say " we do not have to explain that" Little Red Robbers
Great cover with an even better price- and it is easy
Great value, excellent with claims and easy to do business with. I have recommended friends and family to compare and they have also move to Coles and have similar experiences.
They treated me like a fraud because I take medication
After 3 weeks and 2 days my claim has finally been resolved and paid out. It has been an immensely frustrating process due to lack of communication on coles' part. Promised call-backs which never happened. Information not supplied by them which delayed the process and caused me repeated 40-minute trips to the doctor to satisfy coles' requests. After speaking with my doctor on the phone, they were satisfied my medication played no part on the accident and I did not cause the accident.
This process would've been much less stressful if Coles wer...e upfront and told me what I needed to do straight up rather than stuffing me around. Their communication is poor. Once transferred to the investigations team (because I take medication) the communication improved dramatically. After posting a complaint on here the communication also improved dramatically from the complaints team. The claim process has caused me so much extra unnecessary stress at an already stressful time. I was also insured for market value and they valued my car at $2000 less than what it cost me to buy a replacement (same make, model & year). Minus my excess and I'm out of pocket $3000. Thankfully they have paid out now at least and I can move on. I'm grateful my parents were able to help me get back on the road while I dealt with the loopholes from Coles. I understand they have a process to follow, but they need to be more transparent about what they want from their customers and actually phone them when they say they will, not leave their customers wondering why they didn't get called back etc.
On Hold - transferred - On Hold again repeat
My car was hit by someone insured by Coles insurance, I represented myself.
It took 7 months to complete the claim.
I had to constantly contact Coles Insurance, each time I contacted them nothing had progressed.
They lost my documentation and evidence, I had to resend it.
They told me they couldn’t decide who was liable, even though I had sufficient evidence. I requested a review of the claim to by someone higher, (or I would seek legal assistance) eventually liability was decided correctly.
Every time I called I would wait on hold, once ...for 1 Hour and 45 minutes before someone answered, often told I needed to be transferred to another area then put on hold again! Only to repeat my situation over and over! ( Their call waits mentions how much they realise our time is valuable, what crap! )
Have been with coles for 4 years and have made my first no fault car claim.service has been so bad, staff with poor english, and poorer attitudes. They make promises they dont keep. They are cheap for a reason people, i am going back to the major players next time.
The worst car insurance!!!
The call centre staff did not care. The assigned repairer (Brady's Body Works) blamed you for buying Ford car and choosing Coles car insurance.
My car has been with them for three months. I tried to ring them twice per week for last three months. They always told you everything is on tack....However, your car still not been fixed up...
I lodged complaints with Coles car insurance, and no any consequences.
The worst car insurance in Australia! The worst customer service!
Never buy! My car was hit by the other car which was insured by Coles insurance and was towed to a holding yard 4 weeks ago. The other driver made the claim to coles at the scene and admitted it was their fault. During these 4 weeks, coles never contacted me about this. Today I called the holding yard, they said the car has never been moved at all!! And also the insurance never contacted them at all!! What were Coles insurance doing during these 4 weeks?! It's ridiculous. And if you contact them, wait hours and hours but no one answer.
I will lodge a complaint to Australia Financial Complaints Authority if Coles insurance didn't contact me this week. Terrible service!
Outstanding Value & Service !
Been with Coles for 7 yrs.
Only ever had 1 claim( substantial ); couldn't fault either the process or the result. To top it off, my premium actually dropped slightly next renewal!
Third party customer
Had a very bad experience with Coles insurance company from waiting on the phone for hours up on end then being told I would have to pay car hire excess out my own pocket then claim it back off Coles unreal very disappointing
I had insurance for a reason and my car was written off by you guys and now I find it is still registered so not sure what is happening this was over 2 months ago now also you never contacted the other person with who the accident was with you deal with them not me that is what I paid you for talk about dodgy service also the taxi involved that caused the accident which can be seen by a highway camera was never investigated
Total rip off from Coles. I will never ever buy an INsurance policy from them
We had insurance with Coles my wife's car was hit by another lady. The car was written off the money they offered was nothing and because the expenses were high we had no choice to accept Coles' term and condition.
I pay yearly to save a couple of $$$ every year. I just had renewed my insurance and after 15-20 days the collision happened and Coles is not going to refund my $800 which I paid for insurance.
The staff was pretty nice but that doesn't solve our problem we can't afford losing money.
Bottom line I will never ever, ever be going to buy insurance from Coles. Thinking to stop buying grocery from Coles as well.
stay away from this
very bad customer service -
this is like all dumb people hired by coles !
you explain your case multiple times and no solution at all
definitely no to coles insurance
I would spend my money somewhere else ! Thanks
No1 Cheating people
In my house water filter busted and whole house was flooded. I have insurance with Coles insurance. I informed them. Some people came. Dismantle whole furnitures including bed. Removed entire carpert. Dried the floor and went. After that no news. After a week I called them regarding my claim. They said the building people come and evaluate the damage and given their phone no. After multiple calles they came. Took 14 days. They evaluated the damage and went. After that did numerous calles. Some times they put me on hold for 45 mins. No proper an...swer. Could not talk to the managers. They took exactly 31 days to finalise for cash settlement which is much less than actual damage. I put money to fix the new carpet and damaged plumbing. I had insurance with them more than 10 years. First claim. Went behind them as cheap. Absolutely terrible insurance company. Please do not have insurance with them.
Worst insurer ever, claim process it’s a nightmare
We had for 3 years comprehensive car insurance with Coles and when we had car accident the nightmare started. Complete lack of communication and transparency. Some people from Customer service are quite abrupt and rude, not possible to talk to anyone who could made a decision because they just refused to put you through.
18 days after accident car is not even assessed and Coles doesn’t even bother to inform us.
Endless phone calls to Coles without any result, always empty promises that someone will contact us and nobody does.
We open a dispute ...
I switched my Mother to Coles for her comprehensive Motor Vehicle insurance. A few months after that Mum was involved in a minor crash. She was very impressed with the timely manner in which the matter was dealt. Also the customer service at the repair centre was without fault. Thanks for helping my Mum get back on the road Coles!
The reviewer stated that an incentive was offered for this review
Coles insurance - don’t bother, would give negative rate if possible!!!
Worst customer service from Coles I have ever experienced. Had to wait 8 weeks to book car in for repairs. Booked in Monday was told car would be ready by end of week. Heard nothing so rang to be informed they would need car for 2 weeks, this was for minor repairs. Rang Coles to complain, no satisfaction whatsoever. Was rung back by Tony who just wanted to get on his soap box and yell over the top of me, wasn’t interested in listening to what I even had to say. Received further phone call to say I had to be there between 4.30 to 5 to collect ca...r. My disabled husband and I arrived at 4.30 only to see our car sitting stripped in the yard. At 5.30 our car was still sitting stripped in the yard. Another irate customer said he had been waiting since 3.30. Noted he ended up leaving with no parking sensors working and had to take it to Kedron to get job completed properly. Our car was finally ready, front guard and bumper fitted, at around 7.00pm. So after waiting 21/2 hours, we were told we would have to bring our car back in approx 7 weeks to get trim fitted to complete job. This, despite the fact that car had been booked in 8 weeks prior to job being done so they had ample time to organise parts, only to be told they wouldn’t release the car unless $800 excess was paid. Is this even legal???? Can they not complete a job, tell you to bring it back in maybe 6 or 7 weeks but still expect full payment???? DO NOT LIKE THE WAY THEY DO BUSINESS. Felt sorry for the lady who was still left waiting for her car when we left. Can fully understand why she was so angry, she was rung to say she could collect her car at five. Coles obviously need a lot more “approved repairers” as the ones they have got very obviously cannot handle the workload!!!
Made a claim as my car was stolen, received 10 weeks of absolute stress , was told so many porkies and Coles insurance tried every trick in the book not to pay the claim. I had to persist almost on a daily basis , sometimes for hours to battle for my rights. The way in which my claim and myself were treated was appalling to say the least. I was given the runaround daily, was told different explanations and depends who I got total mistruths. I will never buy Coles insurance nor go into a Coles store ever again in my lifetime. My advice is to avoid at all costs. They are happy to take your money but in my case made me suffer immeasurably when getting my claim attended to
Do not use this useless company
According to Coles Insurance, there is only ONE supplier in the whole of Canberra who can repair hail damage. Because Canberra is such a Podunk little backwater, right? And all you get from Coles customer service is weasel words like "they are not on our list", "this is not on our system" and "that is the policy you chose". So we are forced to use their sole preferred supplier who is going to take FOUR WEEKS to fix it. Coles says it takes four weeks because they use precision machinery to individually repair every bump. Which is rubbish, bec...ause I have spoken to the repairer, who told me they are REPLACING the roof and the bonnet, so why would they spend four weeks repairing panels that are going to be replaced???? Not good enough. In the meantime, I have a panel beater locally who can fix it, but I can't use him because he is "not their list". Do not use this insurance company.
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