AVOID AVOID AVOID
I was pleasantly surprised with the premium offered by Coles, however (And please don't think I'm being racist, I'm stating facts) the call centre is offshore making the staff people who don't have English as a first language and as such there was a miscommunication about the level of cover. The staff member for some unknown reason added the 3 additional drivers I requested as policy holders, not listed drivers, their names appear on the policy so it's easy to assume that they are listed drivers. Apparently not, so unfortunately my son was inv...olved in an accident where the car has been written off and now they're 'reviewing' my claim. The car is in the tow truck yard at $25 a day, the claims department staff are rude, disinterested, unhelpful and useless, don't bother asking to speak to a supervisor that must be in writing and takes up to 48 hours. I could write war and peace on how incompetent and obviously happy to take your premium but don't want to pay out. The other driver was at fault and seeing he was taken away by ambulance I didn't get his details and the claims dept are refusing to obtain that information. Nightmare, stupid stupid me for going with a cut price insurer.
Renewal Price increases
Having held Coles Comprehensive Car insurance for several years claim free, I was curious to see the annual fee had increased by $150. Consequently I have cancelled my policy as they are not interested in maintaining their clientele only bringing in new business.
Is there an option to award no stars?
There is a total disconnect between the promotion of Coles Car Insurance services and the actual service delivery. Attention to claims? Non-existent. Half a dozen or more emails to the claims department over the last two months have been met with nothing more than automated receipts promising a response ‘within 5 business days’. Coles should have stuck to flogging groceries.
My cars battery died on the way to work and I needed road side assist. I called them and they told me they work with Coles insurance and that I didn’t actually have road side assist, they transferred me to Coles, I payed for a new plan and a large fee because I needed the assistance right away. They transferred me back to the road side people and they said they couldn’t find my details online and to call Coles again to sort it out. I spoke to Coles again, they said they’d transfer me through to road side and explain to them that I have payed the fee and to get help ASAP. I am still on the phone and have been on hold for the past 30mins.
This company needs to be investigated
I wish I'd read these reviews before I experienced how bad they are for myself. I had a not-at-fault claim and was told who to take my vehicle to for repairs. I actually wanted to be paid out for the damage instead of getting it repaired as I was ready to get a new car anyway, however I was (wrongly) informed that this was not an option. I was also (wrongly) told that only I could get the repairs done...I couldn't organise for the repairs to be done for the new owner. I asked to speak to a supervisor because I didn't believe what I was being to...ld. I was informed that one would call me within 24-48 hours...two phone calls from me later in the week and I finally had someone call me...over a week after I made the request. This person told me that I had been given the wrong information, and apologised, however, said that I may as well get the repair done since it was now booked in. IF ONLY I HADN'T!!! My car has NEVER had mechanical issues in the 10 years that I have owned it, however, arriving to pick it up when the repairs were completed, I found that my car wouldn't start. Completely dead!! Over 3 weeks later and it has only just now been fixed. All I can imagine is something happened to the engine or wiring when replacing the bonnet. From the first day my car would not start Coles totally washed their hands of it and said it must be a pre-existing problem with my car. The hire car was no longer an option as Coles wouldn't let me renew it...even for the 4 days still remaining as part of my policy. If not for the willingness of the repairer to finally solve the problem, I would have been left thousands of dollars out of pocket. Every step of the way with Coles Insurance has been an absolute disaster and I strongly suggest that anyone considering their slightly cheaper fees should AVOID AT ALL COSTS!!!
no I did not I found the person on the phone for Coles insurance rude and not easy to understand her she seem to lack knowledge of the new car I had purchased
I will not recommend Coles insurance to any one I know and if asked I will advise them of my experience
Coles screwed me over!
I agreed my renewal policy would be posted but coles sent it by email. It went to junk, my policy expired. I wasn't covered when I made a hail claim.
Coles car insurance is the worst. Dont waste your time with this insurance company. I lost my car in October from an accident and Im still chasing them up now to get a pay out. No one has called me for any updates regarding the claim (which they should) and every time I call them; Im stuck on the phone on hold for 30 minutes+ and get tossed around from 1 team to another. In this case its claims- total loss-settlements and nothing still gets done at the end of the day. DISGUSTING SERVICE!
Do not waste your time - they do not honour an online quote
I was shopping for comprehensive car insurance and printed off a quote for my own reference online via Coles Insurance website. When I decided to proceed with the payment, 'system error' came up. I called the customer service hotline and spoke to several people (including the supervisors) and they came up with a higher premium compared to what I first quoted online. One team member indicated that the premium changes all the time. The team leader alleged that I changed the detail although the quote was printed off the website directly after I se...nt them the quote I saved from the website. Then another senior team leader commented that he could not honour the quote and asked me to re-do the quote online (which the system error was still present and they could not do the quote either due to online errors). When I asked for his manager's name, he initially refused and said it would be irrelevant. He could not tell me about the company complaint handling process either when I asked further. He further stated that it would show that he is not competent if I contact his manager. It took me an hour plus to get a response stating that they do not honour the quote and the name of the manager. The lack of professionalism and courtesy is disappointing and let alone the misleading information regarding the 60-day validity regarding car insurance quotes.
Claim in progress
Lodged a claim with coles on Sunday night. Been ringing continuously since Monday to see the status of my claim to find its under investigation as Ive switched from another insurer. I asking ked why to be told that theres no fraud involved. Are you serious? Im not a criminal dont like being treated like a criminal. All I want are answers as to whether my claim is approved or not and if Im able to get a hire car. Im a shift worker currently and n night shift. Need to be able to get to and from work. Not impressed with coles. Will never recommend them.
Treated like a criminal over a hail damage claim
Absolutely disgusting do not go near this mob. My hail damage claim and my 1 at fault claim is still under investigation after 4 months. I have the actual proof of the video footage when it all occurred.
It is my first claim after 12 years and what makes it worse is after my claim they have upped my yearly insurance premium for an extra $500 a year while they still have my car locked up in a holding yard!
They cancelled my insurance when I called them to correct my name. Consultant very indifferent.
I have been with this company for a long time. Recently I bought a new car, they got name spelled wrongly I asked them to correct it, they cancelled my insurance. The experience of dealing with the claim team very indifferent. No urgency.
Almost ripped me off $1000.00. Team can't find payments on their own bank statement or record them properly.
Would like to share feedback that Coles Insurance collections team are incompetent. I received a call today informing me I hadn't made a payment to my excess. Called back the AP team (Risa & Peter) on 1300 146 383 who were unable to find my credit card payment back on the 25/9/19 even though I was able to give them a receipt number provided by THEM (and also showing on my bank statement). If I didn't keep records of payments, I would have been screwed over $1000. It's been nearly 2 months, and the other party still hasn't been covered for their...expenses. And I almost lost an additional $1000. Very disappointed. I have at least 3 vehicles insured by Coles Insurance and am highly disappointed in the amount of time I have to waste following up on their incompetent admin.
Fabulous customer service
Fantastic value for our policy
Great customer service by representative
Easy to contact even though I called on a weekend
English speaking representative so no communication problems
Could not rate the customer service representative highly enough
- Verified customer
super slow to review claim
On Monday I called to check on claim. Was assured flagged as urgent
On Tuesday called again. Nothing.
On Wednesday, car dropped off. Called again. Was assured its urgent
On Thursday called again. Was told I would get a call by cob. Nothing
On Friday still havent heard anything.
My car has been sitting idle at the repairer whilst they ignore their customers. Atrocious.
Dont waste your time or money
Very poor customer service. Cant claim online, only able to make a claim over the phone Monday-Friday during business hrs. When calling out of theses hrs you are out through to a call centre in Sth Africa whos response is we will get someone to call you back within the next 47hrs.
Do I have to give Coles Car Insurance even one star?
I am making a small claim for a single vehicle accident. Under $2000. The first repairer we were sent to by Coles Car Insurance had closed down. They would not accept the quote from the second repairer they sent us to (after we had to chase them up, having not heard from them for an unacceptably long time) and now Coles Car Insurance will not accept the quote from the third repairer they sent us to. We've just been given the details for the fourth (yes, you read that correctly) repairer. Wish me luck and please guess what is top of my to-do list once I do manage to sort this all out. Have nothing to do with them. There's something seriously wrong about the way they do stuff. Hopeless.
dirty trick & disgusting
4 in 5 staff told me I can only have the hire car for 14 days, until I sent them the original terms and condition says i can have the hire car until the car repair is done.
the ceo, the management are playing dirty trick, which is discussing, will shop with woollies from now on.
the repairer they nominate is rubbish, not even have the quotation ready after having the car in their yard more than one week, miss two main areas did not repair, have to talk to the accessor. so far, the case been delayed for three weeks now, not sure how long it will take in total. hire car charging hire car fee from my account without any notification.
World No 1 Worst insurance company
I am member of Coles insurance since 4 years. Last month made an accident that was first in my lifetime, I contacted coles for my claim. Now almost one month, they never replied on time. They need 24 to 48 hours for our questions to answer. Even though they will not call you back on this time,and they try to avoid you in many ways ( this case is with other team etc..) and never able to contact them directly.
Appalling customer service. 3 days waiting for funds to hit my account even though I told them how desperate we are for we lost a written off car 2 weeks ago. No one cares, no one phones. Never again will I use Coles.
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