Reviewer Photos & Videos
- Verified customer
Proof of insurance is in the claim
I have been with Coles Home and Contents Insurance for at least a decade. I review this sort of thing annually at renewal.
I shall not be renewing this policy.
I reported a leak in our roof during heavy rain, photographed the drips and an assessor arrived.
The claim was rejected on the grounds that it would take too much trouble to properly determine.
The purpose of insurance for me is peace of mind. If an insurer does not honour its legitimate claims, there is no point in paying the considerable money.
I have never made a claim on this policy....
Summary of Policy "Value" & Claim Experiences
Just completed reading several reviews & they can sum up as follows:
1. Initial take-up of policy - good pricing & fair policy coverage
2. Then, pricing starts to increase quite significantly in the following years, with all sorts of reasons,
3. When a claim is registered, all sounded pretty good initially. Then it is denied under a "general clause" (maintenance) when the property is well maintained as commented by everyone that has come to inspect - assessor, tradies etc.
4. Then, comes to "delaying" tactics (more than a month now) - still aw...
Customer since 2011 never put in a claim. The premium increased by nearly 300%. I called for an explanation the scripted response was a high volume of claims in my area. I laughed and told them there are only 300 residents in my postcode and I'm probably their only customer. So the next excuse was my council probably made my area bush fire prone. No proof provided for them to make such statement. I was also told that I would be contacted within 72 hours.
Seven days later not one single call back. I phoned to be told the manager will ring me. I...
Only take your money
They sound great on the phone and very polite but when it comes to your claim they refuse to help. Putting lives at risk as far as electrical issues and water damage is concerned..
Not at all happy. Insured since 2011.
Should have read all the negative reviews.
Dont risk it.
First time to claim, and rejected, excuses, excuses.
Now they say will not reinsure, unless I Fix the problem, what a joke.
More Cover For Less
Yes, the policy is good value, giving more cover for slightly less premium than our previous insurer.
Also having to make a change to credit card payment details was no trouble. Just a phone call sorted it out.
20% Premium Increase
My premium increased 20% this year. I have never had a claim. I called Coles to ask why? There excuse is that there have been many claims in my area and there was nothing that they would do. There is no such thing as loyalty any more towards customers anymore.
Old houses beaware of "workmanship" clause
Have multiple insurance policies with Coles Insurance for years and never made a claim until now. A tenant cracked the shower base and made a claim. Coles Insurance said due to the "workmanship" of the shower base they will not pay. I have an old house that was built a long time ago. During the sign up process Coles asked questions about my house i.e build year etc. but NEVER mentioned about workmanship. Coles Insurance is happy to take money from people and make them feel that they will be covered for old houses but it's all a LIE. If they will not pay due to the workmanship clause then they should have done a building report and proper inspection before they offered insurance. Contacting AFCA to make a complaint.
policy renew and change of address only
Rung to change policy insured value and realised they didn't change address when I rung, when we moved. Lady helpful but felt she thought I was lying about previously ringing for address change. otherwise no issues
DO NOT USE COLES INSURANCE
A drain blocked by a tree root 3 houses down resulted in a huge water pressure build up pit was in our backyard $25,000 damage claim refused even though it states covered for blocked pipes in the fine print only if the blocked pipe is NOT a result of tree roots.
Policy price MORE THAN DOUBLED from last year
Policy price more than doubled (230% of last year) despite having no claims and having multiple policies with Coles for many years. After 5 phone calls with unhelpful staff and receiving emails with generic responses of "please call our call team", gladly cancelling our policies. Would not recommend unless you want to be stressed out and feel cheated. I don't even want to picture what it'd be like making a home insurance claim with them. Do not bother asking for a private PM, we already tried to work things out with you. You messed up.
Best rate. Excellent customer service
Called several times and always answered within a minute and able to resolve on the first call. Calls were only on policy updates etc. Fortunately, haven't had to claim so unable to comment on that front.
Coles up selling
Went online to pay a home insurance policy online which had gone up 25% with no claims, went all the way through process with all green ticks & dots no problem. Press the renew button at the end & went to another page saying your policy didn't go through ring a 1300 number which I did. Gave the lady the policy number then what type then all the details it just went on & on but in between she ask me about addons & how I recieved my policy. It was just wasting my time & I call it greed grabbing. No only did they put my policy up by 25% but wante...d money from addons. So if I wanted the add ons why would I DO IT ONLINE. So after I gave her the policy number & asked why didn't it go through online there was a written EXCUSE have no answer. So after I had paid I asked again same response. I said I need answer, so I ask to talk to manager of their group, the response was all the managers are busy. Guilty as sin.
Disappointing Customer Loyalty Care
Our policy jumped from $679 to $831 in one year, almost 25%. I called Coles and advised that we have been a loyal customer since 2012 with ZERO claims and asked if a discount could be applied as i couldn't justify a 25% increase in one year. The lady on the phone (international) advised that despite being a loyal customer and having zero claims, that there was absolutely nothing that she could do. She did not have the authority to grant a discount. She wasn't helpful. Didn't offer to discuss the matter with her own management to see if there was a work around. It almost sounded like she got joy from saying no. Really not good customer loyalty scheme.
Massive Price increase! No more Coles for me.
Last years Coles House and contents bill was $1079.82. This years bill is a massive $2703.53!!! Nothing has changed except they increased the amount insured slightly which I didn't require. Did online quotes from Budget Direct $1453.34, Allianz $1059.12, Suncorp classic $1663.44, AAMI $1503.54 etc, etc. all with same features and excess etc. House is pretty basic, NO CLAIMS in over 10 years. Called Coles got some story that others had made claims and company was loosing money so my Premium had gone up as a result. I pointed out Company would loose money when all the customers left after the huge premium increases.
Big jump in premium with no credible explanation.
My renewal for house and contents arrived and the price has increased from $642.59 to $807.87 I have not made any claims and it is my second year with Coles. Customer service lady did not speak very good English and I could not understand her explanation for the increase, kept saying it was something to do with my post code which of course is the same post code as last year.? When I objected to this increase she wanted me to reduce my cover to reduce the premium. What happened to no claims bonus?
Bad processing and long waiting time.
I have a small fire at home on my electric stove, glad the fire did not caused severely damage but the ashes were everywhere and the splash back was burned.
I waited 2 weeks for the inspector to come and I never heard from Coles Insurance. After a month, I have to call up to find out that my claim would not be processed as the inspector report did not mention the word "fire".
Disappointed with Coles for their processing time and never bother to get back to customer. I did not use my range hook and the stove until I heard from them that the...y will not process my claimed, and they did not tell me what is going on until I called them. Coles always got bad reputation inspector or builders (I Google about them), will not insure with them again.
- Verified customer
Basic Cover for a Basic Home
Self funded retiree, requires home insurance without frills, just basic cover, should a bushfire or truck/plane destroy the place....touch wood!
Maximise the excess to reduce the premium, and always pay annually. It's very hard to beat Coles.
Their site has a estimator to assist in valuations too. I've been with Coles for several years now, and I can sleep peacefully!
Have been with coles for 7 years my first claim ever over 40 odd years. I was not contacted at all with what was happening had to ring them each and every time. Part of the claim is still on going after six months have sent emails no reply. Best one is with annual renewal went up 3 fold how does that justify ? Ask them they’ll give every excuse under the sun. Would not recommend.
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
Questions & Answers
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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