Coles Home & Contents Insurance

Firstly, we made 2 claims on our home and contents, one was hail damage to our roof 8 months later we paid for it to be resheeted ourselves, and they never ever rang or wrote re this matter. Second I lost my wedding ring a specified item. I couldn’t tell them exactly where I lost it so my claim was denied, even though I had a police report. My husband passed away, the house and all our bank accounts have been transferred into my name as sole beneficiary. I rang to notify them and the girl on the phone demanded to speak to the power of attorney...

Thought I had a good value policy until I needed to make a claim on a specified Item on my content’s policy. After 2 months of asking me to get reports & documents they want to replace it with a rubbish degrade not what for the same item that I had insured. Diminished customer service. Will be complaining to AFCA

Do not purchase insurance from Coles. It took over 7 months to even get an answer. If I hadn't persisted they wouldn't have done anything at all. There was absolutely communication on their part, not a single phone call or email. After 6 phone calls and waiting on hold for far too long with every call, we were given a ridiculous reason for the denial of our claim. A complete waste of time and money.

I called up for assistant on my Insurance, and very professional and quick service was provided.

There were no standard procedures to respond to the claims. The procedure is chaotic. You always have to call them to find out the progress. Eventually, they will find a reason to decline.
I apoloised that this review a bit long. I just wish to show you the details and they are facts. I wish you to read them before you purchase any policy from them.
We insured with Coles Insurance for Contents. We had water damage to the timber floor boards in 3/2022. We lodged a claim with them. Then they sent its contractor to come. The contractor advised t...

Put in a claim from fence that blew over on 25th Dec 2021. Mid July 2022, it is still outstanding and i still have a fence fallen over not repaired.
Coles refused to accept a legitimate quote from a fencing contractor, preferring their cheaper estimate from the assessor who was not a fencing contractor and didnt even measure the length of damage, let alone has any idea of current market rates with rising costs of materials.
I tried to follow up again yesterday, to be told someone was assigned to my case and would call me back once they were off the phone....still no call.
Then, top it off, a 30% increase to my premiums and i havent been notified.
My next move is contact to the ombudsman and finding a new insurance company.

Put a Claim in 4 months ago, every time I call a get a different answer. I asked for the complaints number and was told they will put a complaint in for me, they would not give me a supervisor or managers phone number. Do not go with this company.

I 100% concur with the other horror stories here surrounding Coles Home and Contents Insurance.

I wont bore you with the details because it doesnt make any difference. My flood claim from March 2022 is just an ongoing series of follow phone calls from me to them to see whats going on.

They have sent there team out to review and now they want more info so they need to send an engineer. Seriously, the house was flooded after one night where more than double the amount of rainfall was received after 3 weeks of continual rain anyway, Just pay the...

We had to keep chasing them. They would say it looks good then ask for something else. Took 2 months. Sent as assessor who spent less than 1 min inside the house and took a photo we had already sent them. He arrived an hour earlier than agreed. They try everything not to pay especially no response. Declined. DON’T use Coles. Rubbish service and product. We are done with them.

Made a claim 9 months ago and they have lied all the way through and try everything they can to not pay. If we don't contact them they don't do one thing on the claim. They approved a payout for us 2 weeks ago and when it never came i rang today and now they have rejected the claim for some absolute nonsense reason

Lodged a claim since last year and until now despite several follow-ups I still have not received anything.
Been put on hold for a long time each time I call as well.

Like what has happened to many of other customers, my roof and ceiling were damaged by the storm and heavy rain. I have been with Coles insurance for almost 3 years and this is my first time to make a claim. When I called them and explained what happened (I had to speak to different agents/consultants every time when I call as they refuse to transfer me to the same person who I've already spoke to), more than one referred me to the "exclusions" section (what’s not covered) in their PDS, and the construction company they use for assessment is ve...

Disappointing lack of service. I have emailed Coles insurance at least 5 times in the since the end of March and still have not received a reply regarding the status of my claim. All I get is an automatic reply stating but someone will get back to me in 5 days, but it has now nearly been 2 months!!

Nothing wrong with the policy. Have changed address so made a call. Phone interaction felt pressured and punitive.
(l had apparently missed a payment, and therefore usual courtesies were not applied). Disappointing

Never ever buy insurance from Coles, we have purchased landlord insurance for the premium of nearly $2000 a year, and end up with a bloody $300 claim only for multiple property damages. absolutely disgusting service, people, company and everything.