Staff on Coles phone line need to have better English
Difficulty understanding Coles phone operator as very poor English. Not happy with service. Operating centre should be located in Australia with English speaking staff. Phone call took longer than it should have.
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...
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.
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
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...
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 !
asked to claim for a water leak caused by me not putting the dish washer hose on tight when the dish
Called to make a claim, had to get a plumbers report to make sure it was not an ongoing leak and was a sudden leak. don that, got that they never asked for the report. Assessor called review and said they would most likely only repair the base of the kitchen cupboard and not the complete units. With my excess at 500 it properly wasn't worth it, given the age of kitchen and possibility of getting increased monthly payments and loss of no claims bonus.
After two weeks I had not heard anything, so I emailed the person to advise I wished to cancel my request for a claim for reasons mentioned above.
Another week on haven't heard anything at all- Customer service is rubbish
Don't Give Up !
Have been with this company for 4 years and made a claim as our air conditioning unit motor burnt out and we assumed we were covered as we paid extra for fusion cover. Coles were adamant that this was not covered under our Contents policy but that it should be considered part of the building. We then approached our Body Corporate Insurance co who stated that it was part of the Contents according to Queensland law. After more denials by Coles we then submitted a complaint with ACFA (google it) which is the new organisation set up after the Royal...Commission into banking and insurance practices. They were exceedingly helpful. After a week or so Coles then miraculously discovered a clause in our policy where we were actually covered and they paid out. But a stressful process all the same with a lot of time wasted. So don't give up !
2 years had to make a claim due to storms over a long weekend in June 3 took over a week.for assessor to come. Was told I had to wait for a response from Coles on claim. Waited and waited finally to be told it was rejected due to poor maintenance. It now Sept and it has passed three different areas all.of them rejected. I now have to get a loan as i don't have the money to fix due to being on a pension the leak in the roof which has got bigger keep getting told I not covered for this even though I'm.covered for storms which is how it all happened in the first place.. They are not a good company in all this time my property was only assessed once it's a joke. :-(
Cheap policies but customer service very lacking.
I think there's a reason their policies are so cheap. They're clearly cutting corners in customer service. Yes, they have a number of convenient contact options available, but each time I have had to contact them about my policy, I've felt the person I was speaking to had very little knowledge of the products and services. And the service was so basic and abrupt as to come across rude. I had to drag information out of them and didn't feel satisfied with the information provided. I have zero confidence, in the event I had to make a claim, it wou...ld be handled professionally and things would run smoothly. It's why I have not moved any other policies to them and why I will likely shop around for better service when this policy is up for renewal.
Well my insurance renewal came up so I thought I get a quote from coles I insurance!
After getting a quote for home and content I was gobsmacked how expensive and over priced it was compared to my usual insurance company I use aami.
And premium was very high too.
It’s not what they make it sound like.
Over priced for coles insurance.
Landlord Insurance - Super cheap, option, poor customer service.
After calling several companies I found Coles to have the cheapest landlord / building insurance. So signed up with them. After getting my COI, I found my name spelt incorrectly, Bank details spelt incorrectly and flybuys number not added to the policy. Considering it took 5 times longer than had I just done it on the web, it was somewhat annoying. I needed five separate units insured as they would not do it as one policy and after finally getting the first unit completed, was told he would call me back to finalise the others. He finally called...me back and told me to do it on the web myself as it would be cheaper, not to mention the deal I had emailed to my apparently 'didn't apply'. Though I don't think he actually knew anything about the deal. I then had to call them and get everything fixed which was even more annoying as the guy had to spell out every piece of information he could find.
I have had contents insurance with Coles for 3 years. When renewing today I was informed that Coles new policy guidelines say they do not cover units/apartments that are above shop or commercial residences. Be warned you may not be covered from now. Big loss to Coles as this appears to be the biggest developments happening now.
No claims but price increase of 10% in one year
I have been with Coles Insurance for a year. I've never made a claim (with Coles or any other insurer) and yet the insurance price has gone up $78 in that year!
I am a customer of multiple Coles product, however totally disappointed with home and content insurance. When I called to get rid of some of specified items off from the contents (as it is gone back to home country), they took the whole items away and put me on the same premium for almost 1 year and never send any renewed document.I was believing that the premium is same because certain expensive items are covered till I called today. The person I spoke to was Stephanie I think is not interested to help you, she has the attitude of I don't care. I have multiple other products with Coles since many years, they were really good when I started with them but these days they are worst. I don't recommend them
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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