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.
Shop around after the first 2 years
I have had Coles Car Insurance for 2 cars and also house and contents insurance, saved me a lot of money, they went up tremendously so now with Woolies who gave me a big discount
partial claim resolved, still awaiting contact 3 months later as to finalisation. Never hear from Insurer or its claims officer. Started off well and went downhill fast!
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Lots of phone calls but next to nothing in writing when making claim.
A handbasin was accidentally damaged in the house. I smeared silicon sealant over the crack as a temporary repair intending to ring about replacing it. Just three or four weeks later, before I had got around to ringing Coles Insurance about the handbasin, I had to call a plumber to the house for an emergency. After completing the repairs I asked him to come back to replace the handbasin knowing how difficult it is to get hold of a tradie. After replacing the handbasin I then contacted Coles Insurance. I explained the circumstances and the first...response was "take it up with the plumber". She hadn't listened carefully. Sorted that out and they sent out an assessor about a week later. He couldn't look at the damaged handbasin but I gave him photos I had taken of it when still in place. About two weeks later got more phone calls then eventuallya call saying that they would accept and pay the claim subject to review by a senior manager who would contact me within 72 hours. He contacted me within 24 hours which he seemed to delight in telling me. Didn't tell me that it would be 5-7 working days before the money would be paid. Throughout the process nothing is put in writing by Cole Insurance. Every time you ring the recorded message tells you that "this call may be recorded blah, blah". But no email so that I have a record until the very end of the process.
A surprise deflation from Coles
Have been with Coles for their Home & Contents Insurance for years. $250 was the premium we paid last year for our policy.
This year nothing has changed in my level of cover but the new price was just $199....A big thank you goes to NSW State Government, got rid of the Fire Emergency Levy.
Experience with application was far from easy
Decided to go with Coles home content insurance because compared to its competitors the price difference was considerable (pretty much the same benefits as another company I researched, but for half the price!) I tried to apply online but in the address dropdown list I couldn't find my exact address. I live on a Philip St (only one L) but could only see a Phillip St (2 Ls) for my suburb/postcode. I went on the online chat service and a lady said I had to call the customer service helpline. Did this, and the man I spoke to said everything with t...he address would be fine (he even had to put me on hold while he tried to sort out the address issue). A few days later I received the policy documents online and my address was incorrect - 2 Ls in Phillip! UGHHHHHHHHH!!!! I went on the online chatline and explained my latest problem, and the lady said when she entered Philip with one L in the system the premium went up by $40! eh whaaaaaa???!!!! I pointed out that I should not have to pay for another person's mistake and this really wasn't fair. She escalated the issue and a different person called me a couple of hours later and said the premium would stay as is, and even though there were 2 Ls in my street name on my policy, the suburb and postcode was correct and I would not run into any problems should I need to make a claim in the future. That was a relief but what I don't understand is how the lady I spoke to on the chatline had come up with a different, more expensive premium. I have yet to make a claim, hope I never have to, but am not exactly filled with confidence that everything would go smoothly in the event I ever need to make a claim.
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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