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You have a poor rating for a reason
I was not at all happy when I made a claim from damage to my car.
The Excess was $600 Fair enough.
I had to pay the $600 after 2 weeks,
My car was not fixed for another 6 weeks.
I got a hire car for 2 weeks...if any damage even if im not at fault was $2000
Thrifty asked me to contact coles to see if they would approve a ute I needed for my work. I did that, coles seemed pist this happened.
I don't even make $2000 in the 2 weeks I had the car.
You have a very low star rating.
I got my renewal forms, everything has gone up in price, probably because I actually made a claim. I would not recommend Coles insurance, so many hidden traps in the fine print.
I am now looking for new insurance....
- Comprehensive Car Insurance
Worst refund experience
I was with coles car insurance for over 5 years. Last month I decided to go with a cheaper insurance and pay as I go because of the covid lockdowns. So, I cancelled my Coles insurance on 2nd and was not advised how long the refund will take to appear in my account. A week passed and nothing, called Coles and they said the refund is issued on 3rd and I have to wait till the end of 10 business days. I called them again today after 12 business days, and they said, there has been an "error" and we couldn't revert it back to your card, so we can wri...te you a cheque. My thought, first of all, what a terrible customer relation your organization has that I was not contacted if there was an error, and I have to chase you and my card provided over a couple of times, and ofcourse you will not understand the frustration, second issue is who offers a cheque in this lock down situation, do you realize that your accounts team has no idea about the real life and how people many need their money in their account asap. This was the worst experience and I will recommend my friends and colleagues to avoid coles insurance at all cost and pick any other competitors.
Bad Customer Service, no process in place if policy is canceled to know if refund bounced back
I purchased comprehensive car insurance on 30th July 2021 and then cancelled on 2nd August 2021. I was told that Coles finance team only processes refunds on Fridays. I called again to check on 13th Aug when I was told that payment was processed on 11th Aug and I should get money within 3 working days. When I checked on 5th working day (17th Aug) as money did not come, I was told that refund sent to my credit card bounced back. However, even though it bounced back, Cust Rep told me that they do not get any alerts on refund not processed. If Col...es Car Insurance has this process where they do not get information on refunds not going through, they should look into their finance processes. Very unhappy and I will not come back to Coles for any insurance requirements.
I had to flee my family home due to domestic violence. I am now a single mother. After reporting to Coles insurance about my change of address they have increased my insurance by $20 a month. I can't afford it. I only move 2km.
Worst insurance company ever.
In 70 years of driving this is the worst Insurance Company I have ever been with. It is a shame that 1 is the lowest mark I can give as I would struggle to give this mob a zero.
They took the easy way out when it came to a dispute with another driver who ran into me. Despite several letters , diagrams and endless phone calls they simply gave in.
I took out Coles insurance because I am retired and do not cover many kilometers. It seemed cheap and all I needed. However, after viewing other Insurance Companies, In my opinion, it is not cheap at a...
Absolutely disgusting Behaviour. Abusive and bullying tactics.
My mother is insured with Coles Car Insurance and recently she had a woman nearly run her over while loading groceries into her car in a supermarket car park. The other driver initially admitted fault to my mother and thought she had driven into my mother.
Two weeks later my mother is informed by Coles insurance that the other driver claims my mother opened a door into her car. The other driver had also delayed making a claim by having the repairs done to her car at a panel beaters the next day, before making the claim with insurance and had...the damage repaired without an insurance assessor even viewing the damage!! Now my mother is receiving harassing and bullying phone calls every day from Coles insurance and the other driver's insurance (RACV) demanding my Mum admit fault and pay $600 excess! The other driver is insured with RACV. It seems that Coles Insurance and their underwriter (Insurance Australis Group - IAG) are engaging in harassment and bullying behaviour that is causing my mother undue stress, emotional distress and psychological injury. What stinks and looks suspicious is the fact that the other driver had the repairs done before reporting the accident and it was the other driver that actually nearly drove into my mother in a supermarket car park while mu mother was loading the car with groceries. Also strange and noteworthy for insurance to investigate is how this woman is now claiming damage to her car that could not have been caused by the accident!
Difficult to cancel policy
Difficult to cancel policy for deceased estate, staff unhelpful, unsympathetic and demanded documents that were not legally required to cancel insurance for deceased policy holder according to our solicitor. They eventually cancelled policy but it was made very difficult.
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 ...
Good value. Have had problems in the past but they seem to be better now
The policy is good value and the process to sign up also easy.
I did leave Coles insurance in the past because either someone was inexperienced or lied to me about a claim we had before but certainly they offer very flexible plans.
No way to contact
I tried to contact the customer service after purchasing the policy, neither phone or email could get through, they blocked their email system, and the call center! Someone tell me how I can reach them! Rubbish company!
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
At least for the sake of other people, don't buy coles insurance...
Someone who was insured with coles has written off my car. Next day coles calls me to bring my torn to pieces car to my property. I told them I live in a complex with no spot for a damaged car... this is our policy they kept repeating like a parrot... had to go through my own insurance because of the nonsense and they got away with the cover for personal item damage because of that. Just to respond, I kept the rental car for as long as I could to keep coles paying for it. Thanks
Incompetent and slow
Our car was stolen and we lodged a claim due to some extenuating circumstances but expected it to be quickly rejected based on our keys not being secured which we disclosed in every conversation. Instead coles took our car for 5 months to assess it, put us through a fraud investigation and subsequently declined the claim based on information disclosed by us in our initial and subsequent submissions. We now need to get it repaired but are concerned that because we couldn’t get any work done while they had it the damage would be worse.
Terrible experience. Demeaning and cruel.
Had a serious MVA (no fault) and was, as a hospital patient myself and as a father of 2 hospitalised teenagers with serious injuries, made to feel just terrible. They actually required a diagram of the scene, were not willing to consider (and pay for) the preliminary police report which contained everything they needed, and did nothing to establish my capacity to answer questions given the medication I was on and the stress I was under. Just completely disrespectful and not a shred of decency. Do not expect anything except difficulty if and when you need them. The savings are simply not worth it.
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.
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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