A breach in the pipe inside my laundry wall cracked, resulting in water gushing out when the tap was turned on. As it leaked inside the wall behind the laundry cabinet, it was not noticed for some time. It resulted in mould developing in the wall. When I noticed it I contacted Coles and they had a builders assessment done and after the inspection they quoted a repair price. Soon after this they told me that I wasn't covered, as the clause in the water damage policy stated that I am not covered for a" slow leak over time, even if It went unnoticed." After countless phone calls and emails, they refused to honour my claim, even though it wasn't a slow leak over time, it was water gushing out of a crack, when the tap was turned on.
The Coles claims are handled by IAG Insurance. I had a home burglary. At first the attention to re-secure the house was very good and the tradespeople were very helpful. Receiving payment for stolen items was like pulling teeth. It is still not settled after 14 months. They are tricky beyond belief, including by having a slow response time to each email, by separating each individual item stolen into its own case with multiple staff handling it, by accepting liability but not paying, by lying about the contract I signed, by refusing to answer questions and by asking for the same information over and over. To add insult to injury, they doubled my premium for the following year.
Incredibly incompetent in handling claims and held my premium refund for 1 month when policy was cancelled.
This is not a real insurance company in my eyes , they happily take the fee but they don’t honour there policy, the claim and customer service department that they claim is helpful is nothing short of a nightmare with agents who say ridiculous things like offer you $1200 to settle a $15,000 flooring claim, they have no idea how to conduct insurance and should be avoided at all costs in the end I went from settlement of around 17k after forwarding my bank details that they requested and told payment would be forthcoming to receiving an email stating that my claim is denied, the assessor’s they use are clearly nit picking on anything related to the claim or not , I had one of there expert’s submit a report that was based entirely on the wrong side of the property. In the end after 4 months of back and forwards with this company and over 12 hours on the phone trying to make sense of all these agents and there inexperience and lack of knowledge they know that you will most likely not proceed with legal action as the amount would not warrant the cost ,they treat their customers with contempt and as many hundreds of former policy holders will confirm they do not pay out. I will never buy anything associated with coles and will continue to warn others about the dodgy business practices associated with this cringe worthy and pathetic company.
Good company. Value is pretty good. As good as any other and better than a lot of others. Cons they look after you.
Absolutely terrible claims experiences in 2017, 2018, 2021 and 2022. 2018, 2021 and 2022 claims all result from poor workmanship on earlier claims. Current 2022 claim is unresolved after 6 months. Have made one complaint to AFCA and two to Coles. Current complaint now escalated to level 1, however, no one can talk to me until its allocated so I've gone from feeling like actually having traction finally to nothing again. I get consistently poor information from agents who answer the phone, am given wrong information in almost every phone call. No continuity, no one can bother to read the notes well enough to give corerct answers. All chasing done by me. In the whole 6 months, I've only received a phone call back once when the agent promised a callback. I'm still amazed I got that one. Would not go near them ever again. Feel stuck now, as if their repair is dodgy this time, and then I switch to another insurer, where will that leave me? They treat me so badly when I'm a customer, imagine if I wasn't a customer anymore!!
We have had 2 claims with Coles insurance and cannot fault their professionalism and service in both instances. I would recommend Coles insurance to anyone needing insurance policies.
We use Coles as we have in the past and they are a no nonsense no frills company. We changed to Woolworths once but their hike prices next years was so bad we returned to Coles.
Coles insurance is affordable and value for money. I am pleased with their service and customer support.
Insufficient information. First time policy holder.
Coles is great to deal with and provides very competitive prices for their policies.
Competitive rates and great customer service.
if mu insurer put up my fees by 20% i would still stay with them without question
Absolutely worthless policy. After Sydney’s wettest weather event on record water entered one bedroom in our home ruining the built in wardrobe and carpet. After months of back and forth the builder they sent finally decided it was a long term problem and not covered by insurance. I don’t remember living with wet carpet and a damaged wardrobe long term but that’s what they told me was the case. Do not waste your money on Coles insurance.
i have never had insurance house or contents but had to insurance my daughters house as its in estate, and the insurance was so cheap as was the house contents.
Mozo gives you the inside story on the best banking, energy and insurance products as rated by thousands of real customers around Australia. We don't make subjective judgments, nor do advertisers influence our ratings. Although our reviews may be moderated to improve quality standards, they are moderated independently of any of Mozo’s commercial relationships.