Coles Landlord Insurance

Disgraceful, sneaky and deceitful. Beware !!!!!!!!! – I am so devastated in the way I’ve been treated by this company. Two claims have been rejected now. I am at a huge financial loss and treated like an idiot. The first claim was after unprecedented rain and one room flooded as the water came back in through the sheets and the gutters overflowed. COLES said lack of maintenance. Not true. They… Read more

proceeded to send a company out to try and prove my roof was in bad repair and took photos of other parts of the roof with a few rust stains. This roof an older roof that was maintained and recently had new screws and sheets replaced. Might as well not have insurance if they never pay. The second claim Coles have refused to pay tenant damage and loss of rent. I believe I did not have loss of rent on the cover so I except that and then took it out at a latter date in my policy. Lesson learnt there but the damage to property and items missing they will not pay. They said it’s not clear what went missing. There was furnishing missing and the damage was evident. I have 2 smashed windows, burnt carpet, holes in the walls ect. The kicker is Coles feel this is normal tenants neglect. ( I’ll I see a photo of their explanations) I have escalated this with Coles with no success so now I have to go to AFCA. It’s exhausting and it’s over a year! Coles takes a long time to get back to you and use many excuses why they dont. Coles are hard to talk to on the phone if your overseas even after requesting a phone number I could speak to someone.

If your looking for insurance please do not use Coles. Three dodge their responsibility to pay. What’s the point paying for insurance if tenants burn carpet and this is not insured! How is this normal living or breaking windows and punching holes in walls??? Please tell your friend and family AVOiD COLES INSURANCE!!!!!!!!

Terrible insurance cover – I had Coles Landlord insurance for over 6 years. My tenants recently left and did a bit of damage to my property. There were missing blinds, holes in the walls, burnt carpet marks ( due to iron), broken clothes lines and broken ceiling lights. I logged the claim with Coles Landlord insurance and was straight away told that all the damage is… Read more

because of negligence and not malicious and hence not covered. Not even a single damage was covered. We had blinds missing on almost all windows and they said it was negligent.

Just reading the PDS here. It says "You are protected against any kind of legal liability as a result of neglect or poor housekeeping by the tenant." The person on the phone told me straight away that "We wont cover: tenant neglect, carelessness, poor housekeeping and unhygienic living habit" Thy further said that we will only cover the damage if the tenants has a baseball bat and damages it with malicious intent. So basically the tenants walks around the property and smashes the baseball bat around ( which normally does not happen very often) and that is covered. So my 2 cents here is stay away from this insurance, they will happily take your money and when it comes to claiming. they have a million reasons to deny your claim. In my case, all the tenant damage came down to negligence and nothing was covered. I have switched my insurance to something more reliable. They have no intent of processing any claims. My property agent was surprised to see the claim being denied as she deals with a lot of similar claims from other insurance companies and they get approved, but in my case not even a single damage was approved.

Started out well but they have now gone down the path of disrepute – Used to be good but is now expensive and worthless. Show details

Scamming their customers seems to be in their business model – Had to make a claim on flood damage. They used every trick in the book to get out of meeting the claim. Used the shoddy workmanship from a previous claim that their builder had carried out to deny. Total scam and a joke of a company. Show details

Thank you – I just want to commend Robert who I spoke to on the phone earlier about my landlord insurance policy. The way he stepped me through the policy to explain was very professional and friendly and I really appreciate it, so thank you again! Show details ·  1

Customer for 3 years (no claims) ..premiums go up and up.."because I might make a claim" – Due to renew and phoned to try to arrange 6 months cover as considering selling the insured property... not possible.. Customer since 2017...no claims . The annual renewal is their opportunity to gouge the customer. Asked the the Indian lady named "Lorraine" (sounded like) why I am up for such huge increases since I have never made a claim, she… Read more

told me that I might make a claim this year due to increased bushfires, and I am not the only one being affected. (Does that mean I should not be selfish, shut up and pay up? ) I live in the inner city though. They do not even cover me for Loss of Rent even though it is so called Landlord policy. Why is it always such a nightmare dealing with insurance companies ? I would hate to think what stresses I would have to endure if I needed to make a claim! You are ok so long as you just keep paying your premiums and never make a claim. The consumer needs better protection than is available at the present. Need to shop around again to find another provider , at least with better customer service, though from previous experience, my personal view is they are mostly as bad as each other. Oh to find just one decent Insurance Company that I could feel reasonably assured would conduct their business in an open and honest manner. Dream on!

Poor Service, Poor communication and Misleading information – Lodged a claim after tenant damaged my property. I have an email from Coles Insurance after numerous calls, emails and me chasing that said they 'reviewed your claim *& all the docs on file & come up with the settlement as below'It spelt out what they would pay and what they wouldn't with a cash payment amount which I agreed upon. In the same… Read more

email it state 'please fill in the EFTS form attached with your bank account details so payment can be made'(13/05/20) Called today - they are going back on this requesting more information - this has been going on for over a month. I have asked for a supervisor and have been told 24 - 48 hrs as they are too busy to take my call. Claim still not resolved, they have lied and not paid as per the written email. Very very upset, disappointed in the smoke & screens around this insurance.

Terrible service – I have lodged a roof repair claim 8 weeks ago. I was told that an assessor will go to the property to assess the claim. Nobody has contacted me nor gone to assess the claim. I have written so many email to know the status of my claim but no response. Even their complaint department don't respond. I have been paying my premium for so many years and have made a claim first time. Show details

cLOES lANDLORD INSURANCE – Recieved renewal with cost up by over 40% this year for no good reason. Rang their Indian call centre. The male person was aggressive and is the most arogant and rudest person I have every struck. Refused to even discuss it and was awful. I rang Youi and spoke to Catherine who was polite and helpfulShe saved me several hundred dollars. I have 2 other policies with Coles that I simply will not renew. I ring Catherine at Youi instead Show details

44% Premium Price Hike – I can see others have the same price gouging issue as well. I have two rental properties with Coles Landlord Insurance, 3rd year for the one now due for renewal and was shocked to see the premium rise by a whopping 44% this year. I've made no claims on either property and nothing has changed with regards to the rentals i.e. zoning, condition of… Read more

them etc.

I called them to enquire as to why such a price rise and got quite a short sharp rude person who rhymed off the usual insurance call centre speal but could not give any specific reason as to why this particular policy had escalated by 44%. She went on to say I didn't need any contents insurance for my rentals. I questioned the damage a tenant can cause, theft, fire, accidents, not needed she said, reckless advice.

Needless to say I am shopping around for another insurer which brought me to this website and now see they are all hopeless. It seems they are all good at taking your money and then excellent at avoiding paying any claims.

Price gouging on Year 2 – Coles insurance increased my premium by 20%+ after the 1st year for no reason, just greed. No claims. Coles clear tactic is to attract people then jack up the price at 5 times CPI. Note the property was not in a disaster zone. It was just greed. Don't use. Show details

A Form of Usury – We have had the policy fir three years, and each year the premium rose by some 5% - to be expected. This year however, we had to make a claim due to an electrical storm which damaged some fixtures. The process took three months and it was only when I became politely but seriously aggressive that it was paid out. Then we receive the policy renewal… Read more

that has a more than doubling of the premium!! So, does this mean that if you make a valid claim that you get punished? I believe that insurance premiums are supposedly based on averaging of risks and claims across the relevant sector, so how does this add up? I wrote a letter requesting an explanation for this outrageous premium increase and asked for a written reply. Instead, I get a brief phone message asking me to call. No written response to the detailed questions I had put. The cynic in me says that this is as corporations such as this wish to avoid a 'paper trail' as it may be used in further statutory or legal proceedings. I intend to pursue this matter with the AFCA ( interesting to see if it has any teeth following the exposures of arguably criminal and certainly unethical behaviour revealed by the recent Royal Commission). Anyway, I shall be going elsewhere for my insurance, and will be investigating further action that can be taken against this 'greed entity'. Just some more to add to the list when the revolution comes. Avoid Coles Landlord Insurance like the plague.

Worthless Insurance – Seriously disappointed with Coles. Their landlord product is worthless. I have a landlord policy with additional rent default. Tenant left property with damage and no payment for a month. I couldn't claim accidental damage by tenant because I hadn't added it onto policy however I assumed I could claim rent default which I did. Only to be told they… Read more

would deduct bond which had already been consumed for fixes to damage made by the tenant. They told me the payout was nothing. Not sure what I was paying for but I will never deal with them again nor will I ever shop with Coles again because of this.

Landlord insurance – One word to describe Coles insurance (unsatisfied) the truth anyone who has a home insurance beware what you are covered for. We took out building and contents insurance giving us a piece of mind knowing if there is a problem on our property we will be covered, was i wrong, tried twice to put a claim in and twice it got rejected because they said… Read more

this insurance doesn’t cover you for this damage, what a load of rubbish, looking for a new insurer and making sure i will be covered for all.

Great value Insurer – Coles Insurance offered me a really competitive premium rate that was better than the competitors. I received quotes both online and through the call centre and the quality of the call centre team was excellent. The digital portal was also very easy to use, and there are currently %off discounts running exclusivley to online quotes. Show details ·  1

Needs a ZERO star rating !! – They quoted me half of the other insurers, and now I see why. They took forever to deal with a claim just to tell me it was declined (I don't have an issue with the decline as it wasn't covered by the policy, but to take 5 weeks to tell me is ridiculous) I have since tried to cancel my policy and, despite escalating my complaints, have not… Read more

received a reply and they continue to charge my card. I have had to refer to ACFA just to have my policy cancelled, and disputed the transactions on my card.

Premature Deduction towards Landlord Insurance Policy – It is with concern, disappointment and foreboding that I write to convey my recent experience in buying a Coles Landlord Insurance Policy online on 03 Oct 18. I chose the option of starting the Policy on 01 Nov 18 and making the payment also with effect from that date (is there any sensible reason why someone would make such a large payment… Read more

almost a month in advance?).

I was surprised to find that the amount was deducted from my account almost immediately.

Given the opportunity to provide feedback to Coles Insurance, I responded to the online request received from the Chief Operating Officer and conveyed my disappointment about the premature deduction from my account. Having received no response, I called the Insurance Service Centre on 12 Oct 18 and spoke to Brian and later to his manager, Dindy, who:

• held me responsible for the premature payment as the process was initiated online by me;

• expressed inability to check the online form to verify that I had opted to make the payment on the date of commencement of the Policy (it surprises me that an online form can suddenly 'vanish' into the ether with no accountability for its contents);

• doubted my contention that payment had indeed been debited to my account (I had to remind him that as the account holder I had verified this through Netbank);

• failed to acknowledge that once having completed the form with the instructions for payment that it required a Coles Insurance official to act on these instructions, and that was when the error occurred;

• blatantly rejected the idea of an apology or any compensation for the faux pas on behalf of Coles Insurance;

• offered to cancel the Policy, refund the amount and have me reapply online if I wanted to avail of the 10% discount; alternatively they would reissue the Policy on 01 Nov 18 without the 10% discount (as it was not done by me online!)

Cancellation fee – Really disappointed with Coles - it charges the customer a fee for cancelling a policy due to dissatisfaction. I've been told that I would not get a refund on my monthly in advance payment, since I have to pay a fee for cancelling with a BIG company.  Show details

Tried to get a quote – Quote wasn't possible through the webpage, nor their Filipino call centre which I was asked to call. Pretty disappointing and time consuming experience. If the postcode is unsupported, why not provide that information early on and save everyone's time?  Show details

Paid for damage but wouldn't arrange fix – I had a water mark appear on my ceiling in my interstate rental. They arranged for an assessor to attend who quoted $1500 to repair but didn't want to do the work so they paid me out less my excess. I attended the property months later after my tenants vacated and found the problem was very minor (agent photo had been very zoomed in). Still a bit… Read more

put out they wouldn't fix it, I lived interstate and had to arrange a special trip to fix which cost me considerably more, however I was able to attend a number of other issues at the same time which has certainly improved the property.

I claimed and successful! – Okay, let me say they are not the best but you get what you pay for. My leased house has a sudden leak of water inside one of the wall and the plumber had to break into it and fix the leak. At the meantime, the carpet in one of the room got flooded and had to be replaced. Real Estate agent sent in the quote and contacted Coles, and coles… Read more

organised the assesor to have a look and estimate the job price.

It took a while but not too long. Coles responses saying we can get the tradie to do the job ourselves and they are going to pay max of what their assessor says. So if I get someone doing it for $1000 but the assessor says $800, they would only pay $800. Anyway, I managed to find one in their budget and they paid straight away without delay.

One recommendation is, DO look at their fine prints, they have quite a number of exclusions. So be aware!

Otherwise, the claim experience is not too bad, quite smooth and they pay what we wanted quite fast.

Hard to contact their claim consultant though. Have to wait for their calls.

Why Bother – 6 Doors with a fist put through them, that's why we payed extra for damage done by tenants. Coles insurance won't pay due to the tenants trying to fix the doors with putty before they moved out. Why do we bother having insurance as we cannot claim for one thing due to damage done by tenants yet we chose an optional extra in our insurance!!!!  Show details