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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
Got to give Coles the thumbs up.
We has a not at fault accident. From the word go, customer service was excellent - the call centre was very helpful, the loss assessor was fair and the person who did the settlement (Dianne) was great. The online claim management system was good for tracking the claim. Would insure with Coles again based on this experience.
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.
Excellent Service with friendly and extremely helpful staff.
Whilst I was not making a claim but updating several policies, the staff member could not have been more helpful and made what could have been a difficult process so easy. Everything was resolved within the one phone call in a timely manner.
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!
Great price, low service
I choose them cause of the competitive prices, I've been with them a few years I find their service is lacking, they aren't very easy to understand on the phone. Hard to converse with. After getting off the phone I don't feel very secure in my insurance.
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.
Unprofessional conduct , no accountability
Had car assessed booked in for repair , for minor not at fault claim
4 days to complete
Car was allocated to another repairer,
On the fourth day car is still parked on side street not touched
Told a bunch of lies , not happy
The assessor does very little to keep the customer informed, and seems to working for the repairer
Inconvenienced and unprofessional
Sent a request through the app to cancel my policy. After 2 days still no call to complete the cancellation. Took the premium out of my account so I called to dispute and cancel, was told they wont refund the premium they took out but happy to cancel the policy. They also had the nerve to ask me to consider them once my new policy ends....why rob me and then suggest considering doing business again!?!
Paid $151 for 3 days insurance.
Seriously there are many cheaper options to consider, avoid Coles insurance!!
Terrible company! Do not use!
Charged an extra $800 due to new location which they deem high risk !! Charged $1600 a year!! Cannot revere or stop the policy for the exta charge- call center is in st africa !!! Worst company ever!
Low agreed value option
Tried to do full cover but the agreed value for my car was only $9000 and my car in the marked is worth around $21000. Was so disappointed when I heard that.
Terrible experience with customer care team- I would avoid them. And way too expensive
Had a very poor experience with Coles car insurance, their call centre is very poorly managed and hard to deal with, and offer no real support.
I called up to discuss an address change and everything was so hard.
They more than double my premium, and didn’t offer any sort of loyalty discount. Or solution to my problem. And basically didn’t care at all.
Absolutely no loyalty for current customers.
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.
Get an answer from our members and Coles Insurance representatives
|Category||Roadside Assistance Providers and Car Insurance|
|Other Insurance Types Offered||Home and Contents and Landlord|
|Underwriter||Insurance Australia Limited|
|Legal Liability Cover||Included up to $20 million|
|Roadside Assistance||Optional Extra|
|Reduced or Zero Excess Windscreen Cover||Zero Excess Included|
|Choice of Repairer||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|
|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|
|Pay As You Drive / Fixed Kilometre Discount||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|
|Transit Cover||Not Applicable|
|Trailer & Caravan Cover||Included up to $1,000|
|Child Safety Seats and Prams||Included up to $500|
|New-for-old Car Replacement|
Earlier than 2 years from original registration
|Personal Property Cover||Included up to $500|
|Uninsured Motorist Benefit||Included up to $3,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Included|
|Theft or Attempted Theft||Included|
Other Car Insurance
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