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Poor first impressions
I used the online service to get a quote for home and contents.
A week later I was was not able to retrieve the quote online via the link that had been sent to me in an e-mail so I called directly to try and retrieve the quote and purchase the insurance. Service was aggressive and condescending, I was repeatedly told to "close the tab so I can access it". He was not able to understand that I had got the quote prior to the call even when provided with the quote ref number.
Ending up hanging up. With such a poor first impression and a negative customer service experience, I'd rather pay more with a different insurer.
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
leak through storm
the water started leaking through the ceiling with heavy down fall. contacted the insurance after some time they sent the people to inspect the ceiling I am not sure what those contractors gain by saying that this is the slow leak and the insurance will not cover it. The leak happened through the rainfall we did not pour water on the roof. so it is the cause of heavy storm. But as usual they take your money for years but when it comes to make a claim they don't pay you anything. It is disappointing.
monthly insurance still have to pay for 23 days for no insurance
Just phoned COLES to close my policy as property is being sold, premium paid on the 5th of each month and the house is being sold on the 13th, they have told me I still pay the same premium for the 8 days and there is no refund for the balance. To clarify I said I am ringing so that you can advise me what the pro rata is for the 8 days, they said you must pay the monthly premium and there will be no refund for the balance of days where you do not own the property.
So I guess I move my car insurance with an attitude like that.
When the workers in Coles understand how important pennies are when you are living on your pension maybe they won't be so cavalier.
My insurance jumped $300. No claims, nothing changed. They could give no reason why just excuses. Been insured with coles with both house and contents and car. Poor effort on their behalf.
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.
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...
Repair of damage
we had a small damage to our car. I contacted your office next day & then contacted Steve Kennedy - Toukley. Even though it was over Christmas we had our car back mid January.
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.
not very flexible
not very flexible & ignore customer wishes seeing i am a severely disabled pensioner. absolutely no good will at all and so every time i make a payment i am penalized by bank for being late
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.
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.
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.
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|Category||Home and Contents Insurance|
|Other Insurance Types Offered||Car, Home and Contents, Landlord and Travel|
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