Claim was paid out in less than 3 weeks
I had changed to Coles Car Insurance from RACV (whom we had been with for over 20 years) to save money on my premiums as it was much cheaper. The policy was easy to set up and staff were very helpful but three weeks after changing, my 18 yo P plater son crashed into another car and wrote off my car (his fault). I spent the first night trying to contact Coles Insurance but was told at the call centre there was no one to help me at that time in the claims department (although I could speak to someone to open a new house insurance policy). I t...hen began reading Coles insurance reviews and was worried because other people had had bad experiences. I had quite a few problems communicating with Coles Insurance. Their call centre is overseas which worried me as RACV was Aussie, very helpful easy to communicate with and open 24 hours. Coles kept saying my emails were not being received and I felt was getting the run around. But in saying all of that after many phone calls and emails they put my claim through and I received my payout less the balance of the 12 months insurance and other costs (which all insurance companies neglect to tell you so ask) in my bank in under three weeks. It all worked out in the end but for peace of mind I changed back to RACV because I would rather pay a bit extra for better options (including car hire to get to work) and service which you don't realise are important until this happens.
Excellent service and claim
32 days from stolen vehicle claim to money in my bank, very happy with the service.
Apart from one little run around due to call centre staff not knowing what I was looking for the claim process was relatively painless.
I will use them again
- Coles Car Insurance
I had an impressive claim experience..I can't understand the bad reviews
My car rolled down a hill (and into a steep ditch) after I jumped out of my car when a huge huntsman spider jumped on my chest while I was driving. I called Coles Insurance to make a claim about an hour after the incident and they were very pleasant and empathetic over the phone. They organised a tow within 30 minutes (approx 6am on a Sunday morning) and I was contacted by the repairer mid-morning Monday to confirm he had received the car. He explained what to expect from there. I got a call within a day and half to explain that the car was unf...ortunately never going to get back to a safe condition to drive and it was going to be a write off. Within two days after that, I had been contacted by the assessor and the total loss team - very professional conduct at every contact - to keep me updated on what was happening. From accident/claim date to pay out hitting my account took just under two weeks. Honestly, my experience was very positive. I would insure my car with them again.
very happy with outcome
Happy now although had to wait just over two months (after being assessed) to book my car in for smash repair (which I was not at fault).
After initial wait, on the day I book my car in for repair I rang Coles and they organised a replacement car and after 4 days my car was ready and looked great, it was pain free and repairer and hired car was all done in my suburb so I wasn't put out much ..thanks to Coles you made my life a little bit easier as I am a carer and need my car.
Great service at cheap price
Someone bumped my back. Called them and sent in my car for repairs. All done within a few days, no dramas.
The only down side is there wasn't any courtesy car, but reckon you can't expect much from cheap premiums.
Pretty straightforward and easy.
The policy is certainly cheap. Overall the insurance is worth the money you pay.
I had a no fault claim recently which was easy to process.
Only thing is that their nominated repairers are very limited. Also they took 7 days to repair my car.
They were ok to deal with
Held a policy and my husband had an accident, not his fault but he didnt get details as hit and run. Coles were good we had to pay the excess of $600.00 but car was fixed quickly and too a good standard, was quite alot of damage. Customer service was good.
I've only just joined up with them last year as got brand new car. they were the cheapest by far, but you really don't know how things would be until you make a claim. Well, I had to make one in June it happened on a Sunday morning. They were available on that morning and advised they would get back to me Monday in regards to organising a local repairer etc. This was a 'no fault' of ours accident so the third party paid for it. But they got a local repairer only 10mins away. And I got my car back by the end of the week. My only gripe is that th...e call centre is not 24/7 which with AAMI it was and you feel and that they didn't cover the taxi fee from the repairer to the car hire return fare, but then for $60 and what I pay annually that is nothing compared to what other insurers charge. So overall not bad. When I was with AAMI our closest repairer was 20mins away so this is much better.
No issues with customer service :)
Haven't made a claim, but service on the last four occasions (insured 4 different cars with them now) was great. Always a lot cheaper than other insurers. Only once when l rung l got someone quite rude and refused to better the price so l declined the offer. The following day rung back and spoke to someone else and managed to get the same insurance for the same car $200 cheaper. I'm happy with them so far.
Paid out on Bad Fuel.
Having a diesel, bad fuel...not covered under warranty. Last option was to go through my insurance (Coles). It was a $12000 claim....and yes they did pay it under accidental damage. It was a bad time to claim as we had the big storms in NSW....so the claim took longer than expected. I must admit when following up the claim it was so much easier when you got a customer service officer in Oz than in South Africa. from customer point of view give us access to Oz staff more frequently. I guess most of us switched to Coles due to the savings in prem...iums....mine alone on my vehicle was over $400. I have switched back to NRMA for house insurance as their premiums were slightly greater than from a year ago....also everything was fast with reference to claims and customer support with my 30 years of insurance with them.
Much better than expected !
A very pleasant experience with an easy to understand operator who committed to a callback and did so. I was very impressed with the follow up, the price and the policy. No complaints here
Very good insurance company
I had a very good customer service from this company. They listened to me and provided me with a very good plan that I can afford.
Unexpectedly decent service and fast claims
I don't always write reviews but I think Coles should get some credit for this one. Because I travel a lot I rarely use my car and so lent it to a friend who bought insurance under Coles for it. I had a car accident (my fault) and rear ended another car, air bags inflated and everything and the car was a write off. After reading reviews online I was worried about the claims process but everything ran fairly smoothly with only minor hiccups (I called them every week to follow up) and got the car money transferred in about a month. This would be the first time I had to make a claim. Now lets see how much they are going to charge me on the premiums now...
Coles (Wesfarmers) the same mob as Bunnings, have proved to us that they offer a good product at a competitive price. Some $200+ pa lower for identical cover than either NRMA, AAMI or APIA.
We have had one claim (a shattered sunroof). They needed a shove to get started, but after that service including a hire car was good. We have insured with them for a second year.
Initial customer service was erratic.
Good - overall
I took Coles car insurance when it first came out
and still with them.
I've never had any major car accident before
but after taking Coles insurnace, I've had two.
The first one was a very minor paint damage done
by the third party. I claimed it through Coles
and they got it repaired.
one of the best value car insurance I've been with so far,agreed value offered,choice of repairer etc,....but haven't needed to make a claim yet. 12 cents off fuel is an atractive offer also.
Seems good value so far.
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
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