Poor service and very unhelpful
I had to make a claim and it took 3 weeks before anyone tried to contact me with an answer. I tried to contact somebody and I ran into brick walls , " we can't find anyone or the phones aren't working right now". Poor excuses don't give a result. When someone did call the repair price was twice what I was quoted at a local repairer, but I had to go to Coles prefered repairer who obviously didn't want the work, so the car was written off. After about 6 weeks it was finally resolved so needless to say my insurance has been taken up elsewhere.
I have been insured with Coles for a few years, I needed my windscreen replaced which I was entitled to under my insurance, I made an appointment with the repairer to do my windscreen and rang Coles to put in a claim and was automatically put through to Windscreens O'BRIEN'S, so I hung up and rang Coles insurance again, I advised the company I was going to use and I was told that was fine. I then had my windscreen replaced (6 months ago) I received a call last Friday to ask what company I used to have my windscreen replaced ??
Today I receive ...
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
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.
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
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.
Give their customers the run around when claims are made.
I have been with Coles Insurance a number of years and I have a number of policies.
What Coles Insurance promise and what they deliver are totally different. Attention to claims? Non-existent.
My car was booked with a Coles recommended repairer only to be told the job was too big for them, they took photos and sent them on my behalf. More than two weeks later I am still waiting to hear from the assessor. I called twice only to be told the assessor is still looking into it. Not a good way to treat loyal customers.
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!!!
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!
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.
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.
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.
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.
Coles insurance is one of the worst experience i have ever had. They fix my car with really bad quality stuff and won't fix it properly. I won't be using this service anymore
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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