I don't have a policy with Coles Insurance Company. Here's something you probably don't know: It doesn't exist. Coles' insurance policies are actually provided by AIG, as are the policies of several other insurance companies. One of them is AAMI. So, before you renew your Coles insurance policy, get a Quote from AAMI, because for one thing, they provide cover for a hire car which apparently Coles does not.
I was pleasantly surprised with the premium offered by Coles, however (and please don't think I'm being racist, I'm stating facts) the call centre is offshore, making the staff people who don't have English as a first language and as such there was a miscommunication/misunderstanding about the level of cover. The staff member for some unknown reason added the three additional drivers I requested as policy holders, not listed drivers, their names appear on the policy so it's easy to assume that they are listed drivers. Apparently not. Unfortunately my son was involved in a not at fault accident where the car has been written off and now they're 'reviewing' my claim. The car is in the tow truck yard at $25 a day, and the claims department staff are rude, disinterested, unhelpful and useless. Don't bother asking to speak to a supervisor, that must be in writing and takes up to 48 hours. I could write war and peace on how incompetent and obviously happy to take your premium they are but don't want to pay out. Then you get stuffed around by the claims staff who obviously don't have any interest in you or helping you. I have had to go to the ombudsman just to get the claim moving, and it's still not approved. The claims department staff lied to me (confirmed by information from the person who has now got the claim after I went to the ombudsman) She asked why there wasn't an accident report from the driver or passenger in my vehicle....perhaps it was because none of the incompetent claims staff asked for it?? The other driver was at fault and seeing as he was taken away by ambulance I didn't get his details, fortunately the police did provide me with his name and number, after the claims dept refused to obtain that information saying that was my responsibility to provide that, I thought thats why I paid for insurance? Once I provided that information to them, they told me the other driver had to admit liability for them to pay out! Can't be serious?? The other driver was driving an unregistered (possibly stolen, reading between the lines of the what the police told me) and a large quantity of illegal pills (MDMA) were in his vehicle, I doubt he's going to admit anything seeing the insurance will go after him for the money. Nightmare, stupid stupid me for going with a cut price insurer. Do yourself a favour, do NOT go with Coles (I don't even shop at their supermarkets, never have) if you want proper coverage for your car, onshore call centres where there is no miscommunication or misunderstanding of your insurance needs, go with NRMA.
I was recently crashed into by a driver who was comprehensively insured by Coles. He admitted liability and filed a claim to have my vehicle repaired. Very unfortunately this driver died of a heart attack two weeks later. Two months later Coles contacted me and stated the claim had been rejected because the excess had not been paid. I informed them of the reason for that. They still rejected claim.
Worst claims service ever. Took over a year, a lot of time on hold and a lot of angry calls to resolve a claim where I was not at fault. I ended up having to make a complaint to the Ombudsman in order to get the claim escalated to their dispute resolution team and eventually resolved. Their standard claims team are lazy and rude. Their dispute resolution team was definitely much better to deal with, but it should never have gotten to that level.
Competitive premiums, claims process has a flaw...
Customer service was friendly but the process could have been easier. We had to wait for the at-fault driver to make a claim on their own insurance before we could get our car fixed. I don't understand, if the at-fault driver has insurance and decides NOT to make a claim, we can't get our car fixed!? We had to keep contacting the at-fault driver, trying desperately to convince them that they should make a claim. This is not good policy I'm afraid.
So easy to deal with. When you phone you speak to someone without waiting, staff are very helpful and explain in clear language. When residential address is changed they contact you and let you know your premium is being reduced and they refund the difference direct to you straight away. Half the price of some competitior quotes and cover the same things. That's good service.
Coles insurance is about the same as Woolworths insurance. Both offer the same benefits at the same price. I get roadside assistance too with Coles. I am rewarded by using Coles insurance with flybuys points that I redeem for money when shopping.
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