Value For Money, but.....claims process is Atrocious!!!
27 emails, a complaint to the Ombudsman and 2 years to get a straight forward claim completed! Highly stressful! No apology or acknowledgment of error. Advice: get everything in writing.
An insurance that actually paid the claim!
In the storms last year, our laserlite awning (a very $$$ custom job) covering the deck got beaten up with holes in it due to the hail, as well as a roof that had various leaks and caused leaking in the kitchen.
Called Coles thinking expecting the worst, but Coles did well.
It took a while though (there were a lot of storm claims).
Coles did not approve any roof repairs (as that should have been covered by maintenance apparently).
But they sent out their guys for the awning repairs, and they knew exactly what material we had, and replaced it...
I am the Lucky one
My house was flooded in ankle deep water in Feb 20 from storm, I rang the night of the flood and reported it, I was put in accomodation from the next day, (stayed with family member night of flood) it took seven months before I could move back into my home, really no ones fault it took this long as Covid 19 hit us all so caused some hold ups. Coles were good all the way through, with building and contents, why I am saying I was lucky, both neighbours on either side of me with other well known Insurance Companies, where not so lucky with no work...started on their properties until 7 months after the flood and from what they have been told they wont be back home until around Easter 2021 so they will have been in hardship for 14months from time of the flood until they are able to live back in their home again, so I am one happy customer. Thank you Coles.
Very poor customer service when making a claim !
Been with Coles Ins for at least 5 yrs. Was relatively easy to join but when having to lodge a claim this year extremely disappointed. No follow up had to chase to get response then had to take to another level to have claim reviewed . Finally approved internal damage claim from water damage from broken tiles but rejected claim of external cause of damage . Impossible to have had the internal damage without the external ???
They only give you insurance if you don't use it!!!
I was with Coles Insurance for our Home & Contents for quite a long time without ever making a claim. It just so happens that I had claims, not of my own making in the past three years. A burglary break-in, hail damage to roof tiles and water flooding damage internally, and a slow water leak from a washing machine hose that caused joinery water damage. A month before the insurance was to expire, I received a letter saying that Coles were declining to renew my insurance. Upon querying it, I was told that the terms and conditions state that if we have 3 claims in 3 years, they wouldn't renew the insurance. What is the use of insurance, if you can't use it? No credit for years of no claims!!
Better than Expected
Initially went with Coles Insurance as they were cheaper than other companies. Was expecting because of their price the claims process would be more difficult. We had a tree fall on our house which took down our power lines and damaged our gutters and fascia. We had an electrician come out the next morning who repaired the power lines which Coles Insurance covered for us. I was expecting to be on hold waiting to speak to someone because of COVID however someone answered the phone within the first 30 seconds. They also arranged for the tree to b...e removed and had a company come and do a make safe on the property has some of the roof was exposed. They engaged a construction company to inspect the damage and provide a quote. They accepted the claim quickly and allowed us to engage our own builder to repair the damage. We told them initially we needed the repairs completed quickly has our house was for sale and open for inspections so they were very quick with organising everything and arranging payment. I have previously dealt with another company for home insurance which was more expensive and I thought would provide a better service. The claim was much smaller and was a result of storm damage however it took nearly 8 months for that to be resolved and a lot of back and forth regarding what they would and wouldn't cover. They definitely exceeded my expectations given I was aware of some of the poor reviews from others and they were cheaper. I was expecting difficulties and delays but I couldn't fault them with there service.
Horrible! Absolutely atrocious!!! Paid excess, took months for coles to fix the damage to house from a falling tree, then they did half a job and didn't fix other damage all from the one event, then had to chase them to finish the job and they said they'd send another assessor out! After they said ok we will they massively increased annual amount and then stated they would finish the job only after we renewed! Safe to say we went to allianz for half the price!
Very easy too deal with !
I just had a break in recently and with covid the lines were very busy! I claimed online! Had a response straight away about getting my house safe and secure! The whole claim took 12 weeks for everything too be replaced ! Simon in the claims team was amazing! Called emailed when he said he would. And basically Made the whole claim less stressful! He was amazing
I’ve had my car with them for years and I’ve had a claim which they were amazing Too
And my house and contents for a year!
I’m a single mum and I shop around always
I would definitely recommend these products
House repairs after hail storm
Claim assessed within 1 month and work done within 3 months. Repairs were carried out in an orderly logical fashion in that one aspect was worked on before the next. Quality of repairs very good. Hail damage included windows, air conditioning, roof, garage and pergola.
Shocking. Avoid at all cost.
Will send you in circles to get claim through. Lost the count of times I had called through. You’ll be waiting 20 munutes to get through, and then when you do get through, they hang up or phone drops out. They had to send out two assessors to convince them of my claim and they tried getting to excess claims out of me when it was clearly one. Their approach defied logic and at the end the second assessor was able to clearly see it was only one claim for my repairs. At the end it worked out but they certainly give you a run around and was a stres...sful experience. In all fairness one person i spoke to at the end before the claim went through was an understanding gentleman and showed the care factor. Apart from that, the worst experience, will not recommend to anyone.
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.
I had a severe storm damage , early Nov.
After having lodged my claim, they send Maincom , to make the roof weatherproof , and worked until midnight before they finished.
Next day , late, they came over to clean up. A few days later , they send a assessor to check the damage.
The following week , Maincom came to repair the damage, old for new.
They cleaned up to perfection.
I would not hesitate recommending coles for a job well done.
Thanks to all of you.
Not worth the money/ terrible
My advice and experience keep away from this company it’s not worth the stress they put you through when claims are lodged
I have been coles for a while but when claims was lodged due to hail/storm it was very stressful and staff were incompetent and the response was poor manager unhelpful
DON'T DO IT...Cheap but very nasty!
Been a Coles customer for some years and then I made my first ever claim. A burst hot water pipe I call a plumber ($440) who found the leak and capped it he recommended I claim on my insurance. I lodged a claim online over a week later I received a call from the assessor who came to the house and assessed the claim and advised someone would be in contact soon. Four weeks later no response, 7 phone calls over 3 days to get disconnected every time, on my 8th attempt the operator who seemed to have a limited understanding English talked in circl...es told me the claim had been accepted, though they could not repair the damage and would instead be paying me a cash settlement but did not know how, when or where. She was reading the assessment report but was not managing to explain it very well I asked for a copy which she agreed to email. On receipt of the email it turns out, because there is 2 tiny cracks in the ceiling paint (there is no water damage to the ceiling), they will not repair the wall due to "poor maintenance" of ceiling??? though they will pay me $480 cash for me to "paint" the wall myself which is less than the $750 excess so they do and pay nothing. The wall is not painted it is tiled?? Should have just got the plumber to fix it on the day and had a tiler in within the week. Total waste of time and money. Moral of the story buy your grocery from Coles not your Insurance it is a scam. Regards Soon to be ex-Coles customer.
Questions & Answers
I’ve emailed Coles car insurance in regards to having my next payment deferred and am still yet to receive a reply, it’s the second time in which I have emailed and had no response. Just curious as to what the wait times are for email replies and whether a call would be easier? Thanks
Hi Emm, thanks for taking the time to get in touch and we're sorry for the delay in our response. We're disappointed to hear that you're yet to receive a response from our team. We can confirm that our teams are experiencing higher than normal volumes and responding may take a little longer than usual. We recommend giving us a call on 1300 265 374, and our Customer Support Team will be happy to assist with your query or concern.
Inverter for solar is out of order and needs to replace that our electrician told us,
Coles home insurance which we are using will be covered ?
Hi Suzie, thanks for taking the time to get in touch. Regretfully, we don't have access to our customers accounts and we recommend calling our Support Team on 1300 265 374, as they'd be best placed to assist.
Hi We have home insurance with Coles. Recently some one damaged our Garage. Coles approved our insurance claim to fix it.. We want Coles to pay cash.. We want our own builder to fix the garage. Coles do they pay cash for approved insurance claim.
Hi Sue, thanks for taking the time to get in touch. We recommend contacting our Customer Care Team on 1300 265 374, as they'd be best placed to assist.
Get an answer from our members and Coles Insurance representatives
|Category||Home and Contents Insurance|
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