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No Service at ALL. Don't Bother
I have sent many emails to these people regarding my existing claim and received nothing. they don't respond to your emails or anything. they did not advise me at any step of the way what was happening with my claim. i had to find these details myself. I didn't even know where my car was for a week. so don't bother with this company - you are better going with a more reliable company.
Charged an exorbitant fee when moving interstate then told to cancel and go elsewhere if I don't like it.
I contacted company to update my garage address and registration details as I had moved interstate. Being a customer for three years I expected perhaps a small increase moving to a larger city, however was told I need to pay over $280 then and there to change my address on top of my yearly fee that had already been paid. When questioned as to why the charge was so much I was advised it was because of the claims history of the area I was living, I was then told it would have to wait till it came time for renewal next year in May to be able to ...negotiate or find any savings in the coverage. Given that I did't want to risk having an accident with the incorrect address on the insurance that might cause issues I paid the amount. Curiosity got the better of me and I did an online quote with Coles for insurance using the same details as my current insurance and the price was substantially different. I sent the quote and my current policy and charges through to Coles for explanation and was told to call them because they had other question (they couldn't pick up the phone and contact me???). Speaking to the call centre person today I explained the situation and advised that I didn't feel as though I was given much of a choice. I asked them what realistically I should have done in order to avoid these charges and still keep my insurance details up to date as I was being told I shouldn't have paid them if I didn't want to. The response was cancel the insurance and restart up a new insurance policy if you have to. I questioned whether I would receive a refund on the unused portions of my insurance (10 months worth) and the additional cost I had paid on the address update and was told no, but I was welcome to cancel it. I struggle with the concept of a letting a loyal customer walk away from this situation and no longer using the services, however I guess when they are keeping the money paid already what is being lost from the company perspective? Given my current financial situation I cannot afford to go to another company and spend more money on car insurance and thus have to stick out the 10 months left in my policy. I worry if I do have an accident and need to call on this insurance now what level or service I will receive. This experience is also making me question my loyalty to Coles Supermarkets, Liquorland, Kmart, Flybuys etc. Whilst not the same exact company, they are brands of the bigger brand that is Coles.
Why am I paying another $40.00 for one month's coverage on existing policy - I moved house.
I have changed my address and have been charged more than $40.00 for less than 4 weeks remaining on my existing policy. That is exhorbitant! I understand the premium may change based on my postcode but $40.00 for four weeks equates to an annual increase of nearly $500.00. How is that justifiable. Very disappointed in this service.
Coles insurance is the best one around
5 years with Coles car insurance. It has value for money. Staff is co-operative. Good rewards.
Most of the shopping we do in coles. Their insurance rocks. Easy to understand polivies
- Comprehensive Car Insurance
Absolutely shocking and very unprofessional! Wish I could give them 0 stars. Avoid them at all cost!
Had our car registered with Coles Insurance and an incident happened in December 2019. Sent in the required documentation in December 2019. Didn't hear back until a couple of months when they asked for the documentation again. Sent it again, got a message saying they'll be in contact within 5 business days. Didn't hear back from them until a further 3 months later, when they just sent an invoice out of the blue with no explanation (this is now 6 months after the incident was made).
Called them multiple times to find out what the invoice was a...bout, every single person gave me a different story and they later admitted we weren't included in the process as much as we should have been and there was a lack on informing on any updates on their part. They kept saying they were going to make notes of it, however, when questioning someone else, it was clear they didn't have any idea what previous progress was made, so it was back to square one with every phone call. To further add to this, more than a number of times, they would just hang up halfway through being transferred to different departments, or even when talking to them while trying to politely find out more information. They're utterly hopeless, completely unprofessional, wasted huge amounts of energy, stress and headaches. Would avoid them at all cost. In the process of reporting them further and moving insurance elsewhere. Doesn't surprise me all these bad reviews as they're absolutely shocking!
Do not ever take out insurance with Coles!!
Appalling company. Have only ever spoken to a local Australia representative once (who hung up on me when I politely requested a reference number). Be warned from all reviews here.
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
worst insurance company
Put in a claim, they did the repairs, faulty car running poorly or not at all on pickup up. Returned car and told fair wear and tear but cars not running. Needs to be towed. How to you drive a car into a repair shop then unable to drive it home????? They are a joke. Now we will not even shop at cole. Well done
Await for a reply, will pass this on to claims Dept. Ha Ha
The worst. Do not insure your car with Coles Insurance
Coles cancelled my insurance after my credit card changed and they could not access direct debit. I accept the credit card issue was my error but the effort they made to inform me of my oversight was pathetic and NEGLEGENT. Once they made the decision to cancel my insurance they did not inform me. I was driving an uninsured car for 6 months. Thankfully I did not have an accident. I found out by fluke about the cancellation and Coles refused to re-insure me as I disclosed that a small scratch that they already had on record had developed a tiny rust patch. That has caused me a huge stress. Go elsewhere. So terrible.
It's the worst car insurance. can't acceptance.
My Coles Insurance Claim Number COL202384537. I am a victim, but the coles insurance made me a victim. It's incredible and unacceptance. What a rubbish insurance company!
During the course of 2 months of following up on this matter, your customer service and complaint sections have hung up my phone call several times either during polite conversations or while I was put on hold for them to “investigate” on this matter.
Firstly, you ask me to download the copy of the police occurrence report to you, then you will wavier the excess fee, I did, bu...
Don't make a mistake using Coles Car Insurance
Submitted a refund at the "beginning" of the month so no issues of me taking advantage of days*
I've made 3 attempts for a refund by phone, at all times have been lied by their customer service team who said it's been processed but refuse to send a confirmation email. it's been almost a month since my query and I am still trying to resolve this. Seems to me Cole's trains their staff this way to lie and give customers run around to avoid refunds or give people such a hard time in hoping they give up. This is for a monthly bill btw I can't even imagine what current customers go thru if it's a full claim. Such a dirty practice!
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.
Very unhelpful when making a claim
Reported minor hail damage when sent to be assessed was informed of financial write off. To make a claim was told car had to be handed in with rego canceled then could purchase back and re register. Conflicting information given by many staff members, policy, and claim papers. Canceled claim was told insurance canceled yet I can still log in to my active account. Not happy with service at all.
- Comprehensive Car Insurance
If only I could give them zero stars
I wish that I never needed to write this review, unfortunately a tire bounced out of a oncoming trailer that failed to stop into the path of our vehicle damaging the front of our car and one other vehicle. Given we had Dashcam footage we though we would have no insurance problems. Went to the Police with the footage and they identified the owner of the other vehicle.
Now Coles Insurance tell us that as we don't have the Name and address of the other party we need to pay the $1200 excess, they admitted that they have not contacted the Police and the PDS states they don't need to. So now we're off the the ombudsman.
My personal experience
I had coles car comprehensive switching from aami 5 years ago. Coles' premium was lower and initially was hesitant about it, due to the many negative reviews, but decided to go ahead anyway. Similar to many families, the cost is an important factor and insurance is something you hope you never have to use.
My partner had 2 accidents in the past 3 years. The first accident, hit a stationary vehicle, the claim was straightforward. Called up coles and they said we need to send our car to the assessor (repairer) to assess the damage. I had to cal...l them up twice before they finally managed to assign a nearby assessor. In my opinion, 2 calls to Coles is not too bad. The repair was done well and have no complaints. The second accident, a car smash into our rear. Called Coles and they directed us to send our car to the allocated repairer. No fuss. Probably its because its the other drivers' fault. Both claims repairs were straightforward, completed within 2 months. The service was very good. I have moved my other car's insurance to Coles as well. Based my experience, I would recommend.
Quick efficient service
Changing my card for premium payment and easy to gain deferring payment of premium. Their repair service and claim procedure was quick and efficient accompanied with advice support! They recognize your loyalty!
Disappointing repair by Coles insurance repairer ARM
After the 1st repair session the car was returned with a wheel missing and the get you home spare in its place. 10 days later had to go back to have the correct front wheel installed. when the car was serviced by subaru they said the steering control box had been damaged in the accident and not replaced when it was repaired, mean the car had to be returned to ARM again to have that replaced. How dangerous was it to be driving this car with a damaged steering mechanism? along with many weeks all up without the vehicle. very unsatisfactory service.
- Comprehensive Car Insurance
Nothing but good service
When I signed up with coles insurance, I was unaware of their bad reputation. I still don't understand why they have such a bad reputation. I have had two claims through coles within the last year and a bit, one was a parking accident (entirely my fault, ran into a pole) and the other was a huge hail storm that came through. Both experiences were incredibly easy, and coles were nothing but helpful the whole time. I am certainly looking at using them again for my new car. :)
Coles Car Insurance - borderline criminal
My car had to be written off - someone smashed into it.
Terrible experience dealing with this insurer. 2.5 months later - still no resolution. About 20+ phone conversations, endless repetition of the same information. I would have spent so far probably 40 hours+ trying to resolve this.
Lying, incompetent, misleading insurer. They should be stripped of any insurer license. DO NOT USE COLES CAR INSURANCE
Claim time is working hours only
My first and last experience with coles. From the With bit of headaches but finally they wrapped it up and got it finalized. Except the claim time which is only on working days. It means if you have an accident on Friday night you need to wait till Monday morning and find a towing company to take your car and then they compensate
They have been great with two accidents we had. We were not at fault , they went to lengths to help us from the time we called them to the time we got home. Best customer service when you call them .
Terrible services canceled my policy with out notice or ant notification. terrible customer service !!!!!!!
Terrible services canceled my policy with out notice or any notification. They don't even have text message system to let people know about cancellation of their insurance.
Terrible customer service !!!!!!!
Coles insurance suck you in with cheap policies to begin with. Then wait for it increase it by almost 1,500. Why? Because they are now with a completely different company. My car started out on 500$ then as the years rolled on increased to the same amount as the big well known insurers. Have basically moved most of my cars from Cole's. Having overseas call centers is pathetic as they are like Robots. Stick with what you know. Sometimes it's the case of better the devil you know.
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.
If I could give zero stars, I would.
I recently renewed my Coles comprehensive car insurance (despite the $300 increase in price with no rationale), so when I had a flat battery yesterday I thought great, I’ll use my roadside assistance.
- needed roadside assistance, got told no my policy isn’t active (definitely was, I’d renewed it a month prior), Coles rep verified I indeed had an active policy, got transferred back to roadside assistance after 20 minutes on hold.
- new roadside assistance man couldn’t send a car because I “still had no policy” on their system.
- got transferre...
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|
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