Horrible. Go elsewhere.
I’ve constantly been trying to renew my insurance with them just to be messed around. I call up and they’re very rude and give you false information. All they care about is money. Got a quote from them for $1300 and did it online myself and got a $700 quote. Coles sucks. Got elsewhere.
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.
No problem here
I've had Coles insurance for my car a while now and never had issues. In saying that I've never made a claim, only used the road side assistance which I found they used Racq for anyway so I was pleasantly surprised.
- Verified customer
Cannot trust Coles Insurance
Setting up Coles insurance online was easy. However, the problem I faced was dishonesty. I selected the insurance as monthly payments when I lodge the file but for a reason that I do not know they have deducted annual fee from my account, which was $1000+, then I called them asking to revert it, and they told me it would take 3-5 days for money to come to my account. The cancellation done on 26th Friday and the agent pretended that I would get the money on 29th or 30th. Nevertheless, up to today I have not received any money. This is a huge inc...onvenience for me because I have to pay other bills too. In addition, when I called them today, they are saying that the process takes time and I will receive money probably on 5th or 6th August, I am wondering why the person who talked to me on 26th couldn’t say this? So I would have arrange some money to pay my other bills, Why this dishonesty?
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
Will never use Coles insurance again! They are totally dishonest!
At the time of renewing my car insurance the person that I was speaking to told me they would give me 12000 fly by points . That never happened. After months of wasting my time calling them and being fobbed off each time... and promised that the manager would call me back and of course he never did. I have finally decided they are just a very dishonest and unprofessional company and I will never deal with them again.
Avoid Coles insurance
Had collision with other car last month and lodge no fault claim very next day. But since that day my claim stuck in pending list. Every time call to claim team they only has one answer your claim in progress will call you soon. And if I ask them can I speak to your supervisor or manger they getting rude like why you ask me this question. It’s been one month now my car parked in the driveway waiting for claim to be approved. Been with Aami for 6 years now I’m regretting about my decision to chose Coles. One of the worst car insurance I had so f...ar. September 14th 2019 Update: Missed repair Drop my car for repair at one of their repair centre and explained all the damages. Assessor marked all the damaged on the paper. But when I came back after 10 days to pick up my car I got surprised that they missed half of the repair. When I ask to them why you guys didn’t finish the front part then I got surprised answer that you didn’t tell us about this damaged and this damaged not related to same accident. They said go back to your insurance and lodge an another claim about this damaged. When I get back to Coles they said we will investigate it and get back to you soon. I explain them I mentioned all the damages when I lodge this claim and you can check the recording. After a week I got a call from investigator that we can’t cover front part of your car because our repairer said this damages not related to this accident. I tried everything but got disappointed. This is the worst experience I had so far with any insurance company. Coles is one of the worst insurance company which took about 3 months to just accept the claim and after that you got your car back with dints still on it. With my worst experience with Coles I would suggest spend little bit more amount on other good company policies but don’t go with Coles.
- Verified customer
I'm a detractor for Coles Insurance!!
Just wanted to give you some first hand feedback on a customer that used Coles insurance.
I cancelled my 2x vehicle insurance a couple of weeks ago because i found some other policies that were cheaper. But when i cancelled it i wasn't told by the agent that I wont get the remaining unspent monthly premium.This is extremely disappointing as i'm now out of pocket by ~$80 and for a family of 5 - this makes a huge difference. I was with Coles insurance for ~3 years and will not come back. I will also be detractor for coles insurance as it seems that customers are not your priority. LT
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.
Avoid! Red flag!
While I never had coles brand insurance, I used to work for them. They treat their staff no better than they treat their customers. They’re dodgy and used to accuse everyone of fraud. What pushed me over the edge-two things actually-
1. When they accused a 90 year old man of trying to rip them off
2. When they accused a young girl who lost her dad and was on her way to the hospital to say goodbye, that she staged the whole thing.
They bully their customers and bully their staff!
Customer services is non existent go somewhere else
The objective was to speak to someone who had the same information as the last person waited weeks to hear back fro complaints pitiful after 9 yrs will never deal with again after hours on phone and emails just decided to give up when you haven't responded .buyers please beware Coles car insurance isn't worth wasting your time Thankgod didn't have to make a claim
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.
Stay away from Coles!
Made a claim and took the car to our repairer.
Coles said that’s a no no because we can only take the car to THEIR preferred repairers and if i wanted to have the option of own repairer i should’ve chosen ‘comprehensive plus’ instead of just ‘comprehensive.’
After wasting 20 mins talking to Billy who was extremely rude and continuously told me i should’ve taken out comprehensive plus and checked the pds, I was finally put through to a senior manager.
If she was a senior manager it could only be in her own mind. She was worse than Billy. Mention...
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.
Absolutely terrible, what a disgrace of an insurance
Do not even bother, waste of time ! Terrible customer service, cannot understand what they are saying, argumentative and down right rude.
I would recommend NRMA highly, as coles insurance is an absolute disgrace
They won't insure me as I've made 2 claims in a year that weren't my fault. Woman on phone sounded as miserable as all hell like she had the flu & was mega rude. Typical, I'm struggling to find work & they hire rude bloody immigrants. Nice one Australia! Coles can shove it right up there.
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 ever
The worst Car Insurance ever. They do not pay the price that the car is worth and still deduct several things. In the end they pay you a misery of value, much less than your car is worth. A piece of advice I give to everyone. Do not get Coles insurance
- Verified customer
Basic cover at best price
I've just renewed my TPPD (third party property damage) policy. This cover is almost 10 years old, and I've never claimed. Price is very cheap. My car is 15 years old, and not worth a real lot ($5K maybe), and I've never claimed on insurance for over 40 years of driving.....I just want to be covered for the cheapest price, and Coles certainly does it. ($214pa)
Questions & Answers
I currently have 3 cars insured through Coles insurance, today I tried insuring my new LDV T60 and instead of a price I get a screen stating that Coles cannot offer me insurance due to my circumstances. What is going on ?
Coles I.Coles Insurance
Hi Rob, thanks for getting in touch. We're sorry to hear of your experience. We recommend calling our Customer Care Team on 1300 265 374, as they'll be best placed to assist you with this.
Spoke to customer care, My new car is one they don't insure, So the fact it is brand new, has a 5 star uncap rating means nothing to Coles. So I will be insuring this car elsewhere and moving my 3 other cars and 2 property insurances as well. Very poor of Coles to not care about loyalty to their customers.
I request for access fee refunds and I got refund form from coles insurance but 3month after they still haven't refund yet.
Is it possible?? I asked 4times but nothing response. Just got auto response about 3 to 5 business day.
Coles I.Coles Insurance
Hi, thanks for getting in touch. We'd recommend that you contact our Customer Support Team on 1300 265 374 as they'll be best suited to assist you further.
Could someone in car claims. Communicate. Put in a claim on 25th august. Someone phone to say my car was written off about 6 days later. And to submit the details of bank. Now we are having issues again. Saying i have to wait for an emailbefore i can hand the plates in. I was in the right. But there also hanging on to the excess as well. I live out of town and theres no transport. How long does it take to pay me out.
Coles I.Coles Insurance
Hi Margaret, thanks for getting in touch. We're sorry to hear of your frustrating experience and we'd like the opportunity to look into this for you. Can you please private message us your contact details, as well as your claim number and we'll have someone contact you?
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