What to do if you have a complaint


We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.


Step 1. Please talk to us first Navigation Show below Hide below

The first thing to do is talk to one of our consultants or email us about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not, escalate it to a manager.

The consultant or manager will attempt to resolve your complaint within 5 days. If more time is required we will let you know and respond within 15 business days of receipt of your complaint.

Call us on: 1300 265 374 (Weekdays 8am-9pm and weekends 8am-6pm AEST)

Email: insurance.enquiries@coles.com.au

Step 2. Contact independent customer relations for next level dispute resolution Navigation Show below Hide below

If you have already tried Step 1 and we have not resolved your complaint to your satisfaction, you may request the matter be referred to our independent Customer Relations team for review.

Customer Relations is an independent team and will treat your complaint as a dispute. Customer Relations will assign one of their team members to conduct an independent review of the matter. They will contact you with a decision usually within 15 business days of receiving your dispute.

Call us on: 1800 045 517 (Weekdays 9am-5pm Mon-Fri AEST)

Email: Customer.relations@iag.com.au

Mail: Customer Relations, Reply Paid 62759 Sydney NSW 2000 Free post (no stamp required)

Step 3. Seek an external review of the decision Navigation Show below Hide below

If you have already tried Step 1 and 2 to resolve your complaint and are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options, such as referring you to the Financial Ombudsman Service Australia (FOS).

Please note that the Financial Ombudsman can only assist if you have already tried to resolve your complaint by talking to the Customer Relations team.



Need help?

If you have special hearing or communication needs please contact us via the National Relay Service (NRS) and provide NRS with the Coles Insurance number: 1300 265 374.

If you have special hearing or communication needs please contact us via the National Relay Service (NRS) and provide NRS with the
Coles Insurance number: 1300 265 374.

For more information, visit the National Relay Service website.

If you require further assistance, please email us insurance.enquiries@coles.com.au