Reviewer Photos & Videos
No way to contact
I tried to contact the customer service after purchasing the policy, neither phone or email could get through, they blocked their email system, and the call center! Someone tell me how I can reach them! Rubbish company!
5 weeks on and still no car from repairer
car had needed a new front bumper ,excusses galore now 4 weeks still not started and Coles do nothing but get accesors to call me and lie about it, no support from coles just words and going round in circles ,you can`t get onto the repairers no one calls ,so stressed out ,we caught them out with 3 of their lies and still it goes on ,been with coles for 8 years and this is what me ,my family and our friends who are mortified get ,,so Mr nicolas hawkins CEO of coles ins short of going onto A currant Affair in Sydney and doing a report on the repairer and the lac of support from coles what would you do ,just read the one star ratings on all platforms about coles ,i`ve learn`t my lesson
At least for the sake of other people, don't buy coles insurance...
Someone who was insured with coles has written off my car. Next day coles calls me to bring my torn to pieces car to my property. I told them I live in a complex with no spot for a damaged car... this is our policy they kept repeating like a parrot... had to go through my own insurance because of the nonsense and they got away with the cover for personal item damage because of that. Just to respond, I kept the rental car for as long as I could to keep coles paying for it. Thanks
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.
Terrible experience. Demeaning and cruel.
Had a serious MVA (no fault) and was, as a hospital patient myself and as a father of 2 hospitalised teenagers with serious injuries, made to feel just terrible. They actually required a diagram of the scene, were not willing to consider (and pay for) the preliminary police report which contained everything they needed, and did nothing to establish my capacity to answer questions given the medication I was on and the stress I was under. Just completely disrespectful and not a shred of decency. Do not expect anything except difficulty if and when you need them. The savings are simply not worth it.
Stay away from this company.
Car was stolen. 6 weeks later I get my payout. The only reason I got it was threatening to take them to the insurance ombudsman. Worst insurance company EVER. Will never use them again and will tell everyone I know that they are awful.
From start to finish, worst experience ever
Six weeks after my car was written off, I finally received payment. Coles has some 'fine print' stating that if the car is a total loss, you still have to pay out the premiums until the end of the contract which in my case was eleven months! So comprehensive insurance for a car that doesn't exist! They lied about the market value of my car and only agreed to pay more after raising a dispute. Customer service only apologise for the stress and say they understand how frustrating it is but with no offer to resolve the complaint. Run a mile, they are cheap for a reason.
Bait and switch - watch out for these guys
Obtained a quote online and got a quote number emailed. After them sending reminders 10 days later I opened the quote (valid for 60 days) to buy and it is $100 more. The call centre said they cannot find the quote. I believe this is classic bait and switch as other reviewers have raised. Terrible customer experience and not worthy of a quality brand like Coles.
Worst experience ever.
Worst customer experience ever. The claim was made on the 19th March ( 3 months ago) and after constant chasing from my behalf they had told me the car was a total loss and would find a replacement. I have emails from Coles staff stating Waverley Volkswagen has delivery for end of August/September for a vehicle replacement to which I was happy to go ahead with the order (also in writing). A week later they have now called and backtracked stating my only option is cash settlement at market value price. Which I CANNOT purchase my car for.
Their...customer service has been appalling to deal with, they have been rude, unhelpful and now contradictory to what both their policy states, to what they have said to me over the phone and now in writing via email. I will never recommend this insurance company to anyone. this complaint has been sent to the customer relations team to review and if they are unable to assist with an outcome I will take it further to AFCA. I hope anyone thinking of insurance with Coles Insurance sees this post and changes their mind about purchasing a policy with this company.
What a scam! Give you a price online, then tell you to call to complete.... $500 more expensive when you do
I did an online quote which quoted me a price and then told me to call the number provided to complete. When i called, they first couldn't find my online quote so we started a new quote. The new quote came out $500 more expensive. When i queried it, they then were able to find my online quote but said that it was not correct and the higher cost was the cost.
Pretty sure they have a name for this type of business practice.... it's called bait and switch.
what a disgrace
Too expensive and they use our money to invest in coal, oil and gas companies
I wouldn’t recommend coles insurance to anyone.
They use our money to invest in coal, gas and oil companies, and are much more expensive than other insurance companies.
Check out the market forces website for more details on who are cleaner insurance companies, that use our money for good purposes. https://www.marketforces.org.au/
I also cancelled my policy today and I didn’t get a refund for the rest of the month, which I think the person I was talking to, maybe should have warned me of this. They essentially got money from me for free, wh...ich I was a little shocked by. I was a good customer for the last couple of years, and never took out a claim so I feel like I should have been better looked after. I simply decided to go with a company who doesn’t use my money to fund things I don’t support.
Not worth the paper the policy is written on.
Have multiple properties and cars insured with Coles. I tried to claim an at fault accident and was denied. Their reason was that my Ute wasn’t being used as intended (carrying a covered load as per NSW road rules). Not worth the few $ saved.
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.
Insuring my car with Coles was the worst decision I ever made. I was sucked in by the cheap premiums but as the saying goes “ you get what you pay for”. I’ve used many different insurers and Coles has to be the worst one without a doubt due to their zero to none customer service. I made a not at fault claim and it was a absolute nightmare... it took 9 long weeks to repair my car. I don’t know who was worse - Coles themselves or the two smash repairers I was sent to. Firstly no one follows up on your claim - at one point I was calling daily to f...ind out what was happening with my car and when it would be repaired. When you speak to customer service no one knows what’s going on , you get told something different each time you call and they say they will call you back to follow up but they never do. When my car was finally approved for repair 2 weeks after the claim was made the smash repairer then took forever. I was given 7 estimated completion dates for my cars repairs...each time the date came around they would never call me to let me know that the car wasn’t ready. I was left constantly calling them to find out what was going on but often I was on hold for at least 10mins before they answered or they would not answer the phone at all. Very poor customer service as well. In the end my car was sent to a second repairer but they weren’t much better. After 9 long painful weeks my car was finally repaired but then when I went to pick it up they tried to trick me to into paying my excess even though I was told by Coles it was waived as the accident wasn’t my fault! Never again will i use Coles car insurance. I’ve since cancelled my insurance and gone elsewhere. I’d rather pay double in premiums than go with Coles again. Absolute Nightmare!
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.
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.
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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.