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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
Shocked by over 40% increase in house insurance premiums
I have just received my renewal notice and was shocked by the increase in premium. There was no explanation as to what the justification for an increase of over 40% was.
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.
Moved from a terrible suburb to one that was only 5 years old and has great statistics in all areas. They charged me $43 more. After 23 phone calls no one at Coles can tell me what EXACTLY it was for.
When the COO Phil Wilson-Brown puts his name to an amendment he needs to be able to explain himself on the document, because he can't be contacted to get an answer.
If i took $43 from Phil's or the CEO's pocket and was not able to explain why they no doubt would have something to say.
Spoke to someone at Coles today in the claims section, they had...
Happy with repair and service
We made a claim after storm damage and couldn't be happier with the service from Coles Insurance and their nominated builder. Both companies kept us update at all stages of the claim and also followed up after repairs were complete to ensure we were happy with repairs.
Reported to the Financial Ombudsman Services Australia
I agree with all the poor reviews that have been written - the best action is to report your concerns to Financial Ombudsman Services Australia (FOS) Many phone calls and the run around from both Coles Insurance and their contractors make this the only viable solution. Coles...Please don't ask me to privately message you - you have the details.
Cancelled Coles Home and Contents Insurance without telling me.
I have been with Coles Home and Contents Insurance for about 3 years which was coming out monthly and I always had the money in my account to cover the payment. After 3 years I rang to make a claim on an oven burnout and the Customer Service male in South Africa told me my policy did not exist. After looking it up he informed me it was cancelled 12 months prior. He stated they rang my mobile 3 times and could not get me and sent me 3 emails . I did not receive the calls as I had changed my mobile 2.5 years earlier and possibly the emails went t...o junk mail. I did not get any correspondence in the mail. He admitted fault on their part and stated if my house burnt down they would have honoured the $700,000 for the rebuild and $250,000 for contents. SURE !!! He asked me to renew my policy and they could look at covering the oven which subsequently ended up costing $70 in parts. I suggest you may not want to take a gamble with you life savings as mine was $950,000. I am and you should give Coles Home and Contents Insurance a BIG miss!!!!!
Money wasted on this insurance.
We had HAIL in March 2019. Arrange for an accessor to check out our roof if there is any cracked tiles. They should know we have a double story house. An older guy came out and we’re like.... uh is he really gonna get up this roof? He told us that they don’t actually climb up the roof.... So tell me COLES how are you going to know if and when we have broken tiles if you don’t get up there to check it out. We have moved on from Coles Home Insurance. All that money we paid went down the drain. Never again and would not recommend it to anyone.
Poor erroneous communications.
Sending emails that cannot be replied to.
Lied about a request for policy via email and have not provided proof of this request as there was not one made.
Poor use of the English language.
I have no idea if I am going to be sent a paper policy in the mail due to the poor English.
Unethical. Terrible service. Better to have No insurance than this policy.
I have been insured with Coles with home and contents for over 8 years. I made a claim in January of 2019 for some water damage. They assured me that it was straightforward. They sent an assessor who verbally advised me it would go ahead.
Then... nothing. No response for months. The case manager did not answer my emails or attempts to follow up. So now mid-May I finally get someone on the phone and they eventually advise me that the claim was denied 3 months ago but no one thought to advise me. I have been unable to use this bathroom for four ...
My single garage ceiling got detached in one corner from the ceiling joist. I made a coles insurance claim. They sent a builder to the property who cut out part of the ceiling. The builder also damaged the side door and made large holes on the side gyprock wall both of which had nothing to do with the ceiling. Almost 2 months later they sent a letter which said the claim is refused and that they also will not fix the ceiling, door and wall. Coles insurance has failed honour the claim. They also refused to repair the additional damages to the do...or, wall and the ceiling caused by their authorised builder. Its been also extremely frustrating talking to their claims customer service based overseas. They have failed to understand the situation, lack customer service skills and very slow.
Dishonest - Beware
I have been with Coles Home Insurance for a few years and found their premiums to be competitive. Since making a claim in December 2018 for minor water damage to my dining ceiling after a storm i have had nothing but a run around with Coles and the sub contracted assessor. The assessor is simply not contactable by phone or email and coles have been completely dishonest and unhelpful. My claim was approved (via email) and a request for me to pay my excess to proceed with the works to the watee damage. 6 weeks after paying the excess i had coles ...call to now decline the claim. they also denied knowledge of me paying the excess. i am still waiting on answers and requests for information in writing have not been provided. After speaking to 5 different people at coles i am being told completely different and contradictory stories by each of them. My request to escalate my issues are being stonewalled by each of them and they always need more information from me or the assessor before escalating. I have no trust in this mob as they continue to lie and pass the buck. I am now told my claim is declined, however there's no mention of refunding my excess as they will 'keep looking into things'. This whole process has been completely unprofessional and I will certainly be moving elsewhere, even if the premium is higher. Be aware of this mob and stay away! They have lied and taken money from me with no resolution insight.
Last year my home insurance was $345,47 this year 2019 renewal come to $449,11... could someone please explain how that could be , don't think inflation is gone that much or workers wage in 12 months, and I never have put any claim against my policy...and COLES like to tell us how good value for money they are... get real guys if u like to keep u customers... U spending fortune to attract new customers and then ..... you expect customer to be loyal no matter how much u increase u premium ...not on guys... people are not that stupid !
Omg This Is Us Too!
I have already tried Step 1 in the complaints process, following repeated attempts to follow up on a roofing claim from the December 2018 storms.
I now request the matter be referred to your independent Customer Relations team for review.
I have contacted the 1800 045 517 number today and spoken with customer relations who has proceeded to advise that my matter be referred back to the Claim owner/manager to open a level 1 request for me
This is most un acceptable standard of service COLES who state they deliver great value, quality insurance!
Lack of Communication - A simple claim made VERY hard
Very quick, easy and efficient to sign me up and take my money. Now I have had the misfortune of having things stolen from me it seems the biggest offence committed is me making a claim. Rang and reported the claim. And then nothing. constantly calling to get updates only to have to explain everything again. 45 minute calls. Asked the same questions every time, as if they had not even had a claim on the screen in front of them to refer to. Im on the phone now 25 mins and not making headway at all after 6 weeks. Extremely bad service, Co...les needs to stick to Groceries. I would avoid this insurance. If you have a policy change it. When you claim you will be left high and dry by what I can only describe as incompetent and obstructive behaviour to avoid paying a cent where its fairly due. Just look at the overwhelming bad reviews. I should have!
I was hit by the hail storm in Dec 18, lodged a claim and emergency repairs done, assessment completed All good. Then nothing....Feb got a scope of works from builders and no roof repairs. Rang builders, needed to get the roof done myself as it had been restored. Coles had not told me. Spoke to them asked for list of what needed to be done and gave my bank details for payment. Nothing. Made a complaint online and sent photos of new water leaks from damaged roof. No reply.
1 week later my bedroom ceiling caved in on top of husband myself.
Appalling customer service
Worst insurance company EVER! Waiting nearly TWO months for our claim to be resolved. Our air conditioner leaked water in to our ceiling and it split and the water poured into our master bedroom. They came out the next day cut and removed the wet carpet and set up a dryer. Left this running for 4 days, then returned and removed the equipment. The 1st air conditioning plumber that Coles sent out was concerned about the ceiling collapsing and said it needed shoring up. NOTHING DONE ABOUT IT. Cole’s sent out a builder, who was also concerned abou...t the integrity of the ceiling. NOTHING DONE ABOUT IT. Our mattress also had water leak on it and also a single bed mattress that we store under our bed got wet. Coles sent out someone to inspect and they approved the replacement of these mattresses. Then they reneged and now want to send someone else out to look at the mattresses. Meanwhile we are sleeping on a mattress that has has manky water from the roof that has leaked on it. Poor customer service from Coles. DO NOT INSURE WITH THEM.
Coles Home & Contents Claims
Excellent claims service - my claim was resolved within 10 Business days with the repairs being of a high standard.
I highly reccomend the Coles Insurance products based on the seamless claims experience I I had when dealing with the Coles Claims team.
Review collected in partnership with Coles Insurance
Claim on home insurance
Lodged a claim on 4th Feb. No response for over one month, excuse too many claims due to storm, now want to do inspection again after 2 months, it is a joke!!! Waste of money, poor customer service
STAY AWAY - waste of money and time
DO NOT take out Coles home insurance, it is WORTHLESS and CRAP! Not worth the money paid. Sales pitch makes it sound like you are covered, but fine print exclusions arodes ALL purpose of the policy. On top of that NO customer service or contact throughout the process and when I finally get correspondence the details of the claim are incorrect.
Absolutely disgusting. If I could it would be 0 stars. At least 1 is required to proceed.
The price you pay doesn't even wage the experience you get.
The operators rope you in all fun bubbly and best price etc then that's it once you sign up all communication is gone. All things that should be explained relating to cover specifics and limits at the time of quote is almost hidden from you. Just focusing on getting you set up believing you are covered.
Communication after losing a claim is horrendous! Time after time I was lead to believe I was covered and I can lodge a claim. Then come time to the crunch im not insured as per pg 54...
Used to be Good
It took 4 calls just to change my address, got cut off twice, one guy I could not understand then finally informed premium will go up $120 on my car insurance (moving to Bribie Island, safe Area, Car Garaged), now with budget for less money and higher agreed value, lower excess etc etc. Then went to change contents insurance to new address and I was charged an extra 0.97c with 12 days to go on current policfy, WOW, Really!!! Not likely to renew, will get a quote from Budget insurance as with car.....
Absolutely crab service.
I was insurance with Coles Insurance more than 7 years. This was my first claim under Home and Content Insurance .
One day the Drinking water filter busted and whole home flooded. Informed Coles Insurance. They sent some people dismantled beds and all furniture. Cut and removed the wet carpet. Dried the floor and went. Then someone from Midcity called and requested to inspect the damage. They took 2 weeks to come. They came and inspected and went. Now 28 days gone. I made numerous calls to find found the claim status. The call center keep say...ing they are waiting for the inspection report from Midcity and gave a number to call. I called Midcity and they keep saying the supervisor has to sign the document and the supervisor always in the road and not contactable. I ask coles insurance people to put the call to the manager. But they never. put me in a hold for 45min to 1hr and come back saying the manager is in meeting. Please do not trust this people. We cannot complain about these type of fraud business. Better keep away. Now finally I have decided to spend my own money to repair the damage and simply going to discontinue my contract with Coles Insurance. Do not wast your money to insure your valuables to a Number 1 Fraud Company - Coles Insurance.
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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