Claim outcome doesn't make sense
Finally received a call today regarding damage to my roof during the hailstorm. The girl on the phone told me I would be getting a cash payout as due to no downpipe off my tiny back porch it couldnt be covered by the repaired. She gave me a payout figure of $13000 which I found astonishing. I asked for the builders report.
This was sent and after reading thru it realised the amount she quoted me as the payout figure was totally wrong.
It was for what they considered maintenance required to the roof. They were only covering the polycarbonate r...
8 years of premium and first claim!
I have been using Cole's home insurance for 8 years and this is my first claim. Heavy storm damaged 3 areas of my house on the roof and water leaks in the garage and 2 bed rooms. The initial inspections was carried out very professionally but the follow up service is another story. When I called in for a follow up, they just discouraged me by saying there is no follow up as the repair cost is less then Excess which is $2000 and I question if it's enough to repair the roofs and gutters and re-plaster the ceilings? To me, the so call claim expert...has no interested in really helping me but to discourage my claims and save money! Every time it took ages on the phone and when I asked for an inspection report and it was never forwarded. I have since discontinued the policy. I will never use Coles again!
Have my home and content with coles. During last month deluge had tradie come and fix my roof and has damaged my car. What is interesting is they have hired a
Some trade company and are now asking me to chase individual.
Totally No accountability and when i call their call centre all they say is we deal with home insurance not car.
As a company they have lost my trust.
When i mention amboudsam i get told to do it , as of they dont care just no effort to resolve the issue.
Great employee Ashnee
I had to renew two of our policies with Coles the lady I spoke to Ashnee was wonderful. She was helpful in all ways she was very clear with what she said. I hope that they recommend her as if all of the employees were like her it would be great
thank you Ashnee I really appreciate your help
Regina Harcourt and Gino Ienna
VERY bad service!
my issue isn’t with the product as such but with their service! lodged a claim after a severe hail storm which was easy enough however that was it - didn’t hear anything from coles insurance unless i made contact with them. today i rang for an update on my claim and to seek advice on the next steps to repair my house - coles basically said they don’t know when i will be contacted by their repair company cause they are busy. so, in the 5 weeks since i lodged my claim not only did i receive NO contact from coles unless i initiated it but was told...they ‘don’t know’ and have no timeframe for when my repairs are likely to occur. i understand with the fires, floods and storms that they are in a peak period however pick up the phone and give your customers a simple update! let them know they haven’t been forgotten! also, don’t tell a customer you don’t know when repairs will start just to get them off the phone and then say there isn’t anything that can be done! as a paying customer i expect to be kept informed through what is considered a very stressful process and i also expect to NOT be told there are no timeframes and there is nothing else that can be done to help. also, as a side note, the company coles insurance use to assess and repair damage is just as bad.... 3 times i was promised a call back within 24 hours and what a surprise i didn’t get a call back - my roof continued to leak! then, on my 4th attempt at not being called back within 24 hrs i was told by the repair company that it’s ‘their policy’ to advise that customers will be called back - even if they have no intention of actually calling a customer back... yes, there is a peak in claims and all insurance companies must be flat out, however all i wanted was a simple update..... it’s funny how premiums must be paid on time otherwise your policy will be cancelled but when you actually need help from coles insurance they are very hesitant to actually help.
I am shocked at how they have become worse than before. Worst company rude staff
Have been waiting for over a month. Lots of phone calls and get no reasonable answer. Total lack of respect when communicating and dismissive.
They wanted me to give them autority to settle the claim without any scope of work.
When i asked for itemised prices and scope of work I was told it is their private business.
Policy is cheap and so is the service received.
I am moving away from this company as I no longer trust them.
Ask to speak to supervisor and was denied.
The rude man talked and talked over me and finally hang up on me.
Thank god for the ombudsman.
If I could give no stars I would
I have never ever dealt with a worst insurance company. Pathetic excuse of a company. My claim has been on going since early November. Useless.. save your self the money and hassle and DO NOT GO WITH COLES INSURANCE
The pricing is good. But the customer service is so hurd to understand.
Pricing is good. Did not understand the call taker. Been with Coles for 3 years. Asked the call taker to repeat his questions . At the end he did changes without me accepting them when he sent me my end result of my policy
The reviewer stated that an incentive was offered for this review
Paid premiums for years and wasn't covered
I called to check if I was covered for a burst water pipe repair in my ceiling cavity, which resulted in water damage to my ceiling. I was told nothing of the pipe damage repair would be covered or any damage to the air conditioning unit which it was attached to, but I could claim only the resulting damage to the ceiling. That means simply a painter for the ceiling discolouration. When I asked why I wasn't covered and was this usual practice for an insurance company not to do water pipe repair, I was told Coles is a budget insurer and other com...panies with higher premiums cover it. Well I will find another company with higher premiums if necessary, as I don't see the use in paying over $230 a month and then receive no coverage for my claim. Is it my fault for not reading the fine print? Probably, but I'm now not staying with Coles.
- Verified customer
Do Not get this insurance! They take your money but do not help you!
I am incredibly sad I left NRMA insurance and joined this lot as they had a special deal on the Fiffy Plus Club. Well they take your money and wriggle out of paying you when you put in a claim. My AC stopped working when there was a power surge on 31 December 2019. I told them I need it as I am a bad asthmatic. It is ducted-so it is in the roof cavity-so House and Contents should cover it! They said it is not covered as my policy is an event only policy-like fire or storm etc. Unbelievable!
Don’t insure with Coles
Worst home insurance company to deal with, people at the call centre are rude and do not know what they are talking about, they were very quick in sending the assessor out but it took six months and a few phone calls for them to knock my claim back because they said that hail blocking the spouting up allowing water to come inside the house was due to lack of maintenance and not storm damage.
Next door got fixed straight away.
Go with another insurance company Not Coles
Coles Insurance-Beware the nightmare
In short,I made an attempt to claim on two occasions.The first claim for theft was a nightmare having spoken to numerous people getting the incorrect information and taking over 3 months to get it all sorted.In addition,I was given less for individual items which meant I had to put money in or select a different product?
The second claim was even worse in which I found out that Coles had cancelled my policy and was unable to claim for hail damage to my house, which will now cost me thousands of dollars to repair.
Having spoken to a very rude an...
easy to set up
easy to retrieve
been with for some years
easy to add optional features not taken up initially
as good as any other insurances as I was told by friends
Deny all claims at Coles Insurnce
I remember a movie called Erin Brokovich where an Insurance Company refused to pay claims. The company manual was scrutinised in court and there was a Policy note "Deny all claims". I moved to Coles Landlord Insurance in 2018 and my first claim has been denied. The plumber was looking for a burst pipe and as he couldn't find one has made a guess as to what hs caused the water damage to my property. That guess has turned out to be wrong but Coles Insurance now refuse to review the claim quoting endless exclusions based on policy wording that on...ly an expert in hydraulic engineering could understand. Apparently I am only covered if the storm water creates an opening in the brickwork. Short of a biblical event I can't imagine that happening. This is unfair and extremely damaging to the Coles brand. Coles started with a single store in 1914 and is now a household name. Another iconic Australian company ruined by greed. They used their "brand" to lure me into a product that was not fit for purpose. Steer clear of anything "Coles".
Never deal with Coles insurance.
Increased premiums for same cover in safer area. Promised no cancellation fees and then charged with no mention in refund calculation. Rudest and least helpful staff and just hung up on me after 15 minutes explanation on phone. DO NOT INSURE WITH THIS RIP OFF COMPANY.
Cyclone in Albury?
Coles Insurance have just rejected my insurance on a new house in Albury with the statement that they aren’t taking any new business there as a Cyclone is about to hit. I have been a customer of theirs for years and hence it isn’t new business and secondly there isn’t a predicted Cyclone for this area, now or more than likely ever!
If you ever want an insurance company that takes your money and does everything to NOT assist with any claim this is the one for you, we have been waiting 6 weeks for small claim to be processed and Coles continually request information that can’t be supplied, extremely unprofessional and provide no assistance particularly for elderly people. Thank god for APIA
Stay away from Coles insurance they will show their true colour during a claim
Been with Coles insurance for many years no issues until we went to make a claim. As soon as we called them we were warned that the claim will affect future renewals. When we said ok to proceed the next thing they say is the claim will be denied before they even listen to our complaints. These call centre people are trained to discourage claim and pull every trick in the book to reject the claim. I called again to a different person and the reason given Was completely different. It is very clear you can’t get money from these people. They are happy as Larry to gobble the premium but does not care about the customers even the slightest. Iam moving all my Insurances from Coles ASAP.
Questions & Answers
I have home contents insurance with you but I cant find the policy no and it needs to b paid
how can i view my home/contents and car policies on line
I just received a policy renewal and the premium has increased by 25% while the building replacement cost went up by 10% and the contents by 3.8%. When I questioned why such a big increase and how do the maths work. I was given a common spell that Coles had re-assessed the post code risk. Really! We have loved there for 19 years and never a problem. Please explain.
Coles I.Coles Insurance
Hi John, we regularly review the premiums our customers pay to ensure they reflect the cost of protecting your house. If you’d like to understand more about how insurance prices are calculated, please visit: www.coles.com.au/insurance-prices-explained. If you’d like to chat further, we recommend calling us on 1300 265 374.
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