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Charged an exorbitant fee when moving interstate then told to cancel and go elsewhere if I don't like it.
I contacted company to update my garage address and registration details as I had moved interstate. Being a customer for three years I expected perhaps a small increase moving to a larger city, however was told I need to pay over $280 then and there to change my address on top of my yearly fee that had already been paid. When questioned as to why the charge was so much I was advised it was because of the claims history of the area I was living, I was then told it would have to wait till it came time for renewal next year in May to be able to ...negotiate or find any savings in the coverage. Given that I did't want to risk having an accident with the incorrect address on the insurance that might cause issues I paid the amount. Curiosity got the better of me and I did an online quote with Coles for insurance using the same details as my current insurance and the price was substantially different. I sent the quote and my current policy and charges through to Coles for explanation and was told to call them because they had other question (they couldn't pick up the phone and contact me???). Speaking to the call centre person today I explained the situation and advised that I didn't feel as though I was given much of a choice. I asked them what realistically I should have done in order to avoid these charges and still keep my insurance details up to date as I was being told I shouldn't have paid them if I didn't want to. The response was cancel the insurance and restart up a new insurance policy if you have to. I questioned whether I would receive a refund on the unused portions of my insurance (10 months worth) and the additional cost I had paid on the address update and was told no, but I was welcome to cancel it. I struggle with the concept of a letting a loyal customer walk away from this situation and no longer using the services, however I guess when they are keeping the money paid already what is being lost from the company perspective? Given my current financial situation I cannot afford to go to another company and spend more money on car insurance and thus have to stick out the 10 months left in my policy. I worry if I do have an accident and need to call on this insurance now what level or service I will receive. This experience is also making me question my loyalty to Coles Supermarkets, Liquorland, Kmart, Flybuys etc. Whilst not the same exact company, they are brands of the bigger brand that is Coles.
Very bad customer service
I emailed Coles to cancel my car insurance third party damage ( monthly payment) as I sold it and moved overseas. However, nobody responded to my emails ( already sent twice) after one week. What is happening with Coles? Very bad and disappointing service!
Why am I paying another $40.00 for one month's coverage on existing policy - I moved house.
I have changed my address and have been charged more than $40.00 for less than 4 weeks remaining on my existing policy. That is exhorbitant! I understand the premium may change based on my postcode but $40.00 for four weeks equates to an annual increase of nearly $500.00. How is that justifiable. Very disappointed in this service.
Coles insurance is the best one around
5 years with Coles car insurance. It has value for money. Staff is co-operative. Good rewards.
Most of the shopping we do in coles. Their insurance rocks. Easy to understand polivies
- Comprehensive Car Insurance
Absolutely shocking and very unprofessional! Wish I could give them 0 stars. Avoid them at all cost!
Had our car registered with Coles Insurance and an incident happened in December 2019. Sent in the required documentation in December 2019. Didn't hear back until a couple of months when they asked for the documentation again. Sent it again, got a message saying they'll be in contact within 5 business days. Didn't hear back from them until a further 3 months later, when they just sent an invoice out of the blue with no explanation (this is now 6 months after the incident was made).
Called them multiple times to find out what the invoice was a...bout, every single person gave me a different story and they later admitted we weren't included in the process as much as we should have been and there was a lack on informing on any updates on their part. They kept saying they were going to make notes of it, however, when questioning someone else, it was clear they didn't have any idea what previous progress was made, so it was back to square one with every phone call. To further add to this, more than a number of times, they would just hang up halfway through being transferred to different departments, or even when talking to them while trying to politely find out more information. They're utterly hopeless, completely unprofessional, wasted huge amounts of energy, stress and headaches. Would avoid them at all cost. In the process of reporting them further and moving insurance elsewhere. Doesn't surprise me all these bad reviews as they're absolutely shocking!
Worst car insurance company!!
Biggest mistake we made by switching from Budget to Coles car insurance. Someone reversed into our car and have been chasing them for over 4 weeks to get the car fixed but still going around in circles. Had no help from Coles insurance whatsoever in getting the matter resolved. In fact, they told us to deal with other parties insurance directly. If, we had to deal ourselves then why do we pay a premium? No wonder why Coles has such an appalling customer satisfaction rate. Must AVOID!!
Do not ever take out insurance with Coles!!
Appalling company. Have only ever spoken to a local Australia representative once (who hung up on me when I politely requested a reference number). Be warned from all reviews here.
The Bad Reviews are piling up!
After a stressful encounter with a person who had broken into my car and was trying to get it started it while I was waiting for the police, I was feeling much better after lodging a claim and spoke to a helpful consultant on the phone who assured me as it wasn't my fault and the offender was in custody so I wouldn't be liable to pay the excess amount. The next day I received a phone call and a person 'advised' me to try and retrieve the money from the offender through small claims court. Now my car is kept hostage at the repairers unless I pay the excess. I have emailed requesting answers without response. Appalling situation which now will need to reported to ASIC
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
The worst. Do not insure your car with Coles Insurance
Coles cancelled my insurance after my credit card changed and they could not access direct debit. I accept the credit card issue was my error but the effort they made to inform me of my oversight was pathetic and NEGLEGENT. Once they made the decision to cancel my insurance they did not inform me. I was driving an uninsured car for 6 months. Thankfully I did not have an accident. I found out by fluke about the cancellation and Coles refused to re-insure me as I disclosed that a small scratch that they already had on record had developed a tiny rust patch. That has caused me a huge stress. Go elsewhere. So terrible.
It's the worst car insurance. can't acceptance.
My Coles Insurance Claim Number COL202384537. I am a victim, but the coles insurance made me a victim. It's incredible and unacceptance. What a rubbish insurance company!
During the course of 2 months of following up on this matter, your customer service and complaint sections have hung up my phone call several times either during polite conversations or while I was put on hold for them to “investigate” on this matter.
Firstly, you ask me to download the copy of the police occurrence report to you, then you will wavier the excess fee, I did, bu...
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!
Can’t wait to never have to deal with this company again.
My car was written off 8 and a half weeks ago not my fault. I still haven’t received my payout even though I have been told it has been processed and approved a number of times. Every time I call up to see how the progress is going they say they will process now and the money will be in my bank in 3-5 days. It’s been 2 weeks and 3 phone calls and apparently it only got approved today. I have heard this numerous times so we will see.
Also apparently I don’t receive a refund on my insurance as I only paid it in January. Keep in mind this acci...dent wasn’t my fault so shouldn’t I receive some sort of refund??? This whole process has been so disappointing and frustrating. I will never insure any of my property with coles ever again and I will be warning everyone to stay away. Im a day away from calling fair trading.
Cheap and nasty
Like many insurance companies Coles seems happy to take your money and will make this part of the process easy however try and cancel or change your policy and it's almost impossible. My car was written off due to someone crashing into it. I let the policy lapse as it was almost due anyway. Since then I have received constant emails from a Coles NoReply address with a big button to renew. No other options. No links to change or cancel - only renew. I also cannot reply to the email. So I try and logon only to find that the one time password syst...em doesn't work - i.e. you request a one-time-password and wait for ages for it to turn up. I finally receive it after waiting for so long, try and login and get taken for a long loop back to the login page where I'm told I need to request a one-time-password again. Out of frustration I call the contact number only to be told "we're too busy so use the web page to make changes". This insurance system provides a poor customer experience whereby they seem to be effective at taking your money, but extremely poor at everything else. You would think that by now the senior execs of these companies had figured this out.
Very unhelpful when making a claim
Reported minor hail damage when sent to be assessed was informed of financial write off. To make a claim was told car had to be handed in with rego canceled then could purchase back and re register. Conflicting information given by many staff members, policy, and claim papers. Canceled claim was told insurance canceled yet I can still log in to my active account. Not happy with service at all.
Questions & Answers
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.
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.
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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