On Hold - transferred - On Hold again repeat
My car was hit by someone insured by Coles insurance, I represented myself.
It took 7 months to complete the claim.
I had to constantly contact Coles Insurance, each time I contacted them nothing had progressed.
They lost my documentation and evidence, I had to resend it.
They told me they couldn’t decide who was liable, even though I had sufficient evidence. I requested a review of the claim to by someone higher, (or I would seek legal assistance) eventually liability was decided correctly.
Every time I called I would wait on hold, once ...for 1 Hour and 45 minutes before someone answered, often told I needed to be transferred to another area then put on hold again! Only to repeat my situation over and over! ( Their call waits mentions how much they realise our time is valuable, what crap! )
- Verified customer
Basic cover at best price
I've just renewed my TPPD (third party property damage) policy. This cover is almost 10 years old, and I've never claimed. Price is very cheap. My car is 15 years old, and not worth a real lot ($5K maybe), and I've never claimed on insurance for over 40 years of driving.....I just want to be covered for the cheapest price, and Coles certainly does it. ($214pa)
RUDE, fraudulent inefficient and discriminatory
Never come across such a bunch of disorganised people in my life. First of all it takes them a month to accept liability for my husbands car damage, then they refuse to offer a hire car by fraudulently claiming my repairer had verified it fit for use. When I insisted that the car was not safe they offered a hire car. I tell them that my husband can’t drive one as he is a learner and I get told to hire one for him in my name. So not my not do they make fraudulent claims, they invite clients to break the law and drive without insurance. I then ca...ll their underwriters ( INSURANCE AUSTRALIA GROUP LIMITED ) the receptionist calls me sir ( I politely inform them im female ) she apologises with a childish huff and then hangs up. I try to escalate this complaint and get passed around from pillar to post. I would advise anyone wishing to have a claim dealt with efficiently to steer clear of these people and any transgender people also to exercise caution. We have had enough and are filing with the anti discrimination board of NSW and also NCAT in Sydney.
Other Driver in wrong with Coles Insurance, still waiting on decision 7 weeks this Wednesday ...
Avoid them who are looking at getting policies with them!!! Stick with Supermarkets in industry, you are useless!
I was hit by another Driver, they contacted you that night. Still no resolution for the grief in damage with driving a damaged Car nearly 7 weeks later ... As an self employed business owner, am lost for words in no professionalism at all! Give 0 if it was an option.
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