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.

The complaints process and the times for each step is outlined below. We aim to work within these timeframes and keep you informed of the progress of your complaint. In the unlikely event that your complaint is not resolved within a maximum of 45 days, you may wish to access external review options such as the Financial Ombudsman Service.

You can also download our Guide to resolving complaints (PDF 61kb).

 

Step 1. Please talk to us

The first thing you should do is talk to one of our consultants or email us about your concerns. Within 24 hours of receiving your complaint, our consultant will try to resolve it to your satisfaction and if not escalate it to a manager who has five business days to try to resolve the complaint. This may be extended by a further ten business days with your agreement where further investigation and evidence is required.

Call us on 1300 265 374

Email us insurance.enquiries@coles.com.au

 

Step 2. Contact customer relations for next level dispute resolution

If the Manager cannot resolve your complaint to your satisfaction, you may request the matter be referred to our Customer Relations Team for review or you can choose to contact them direct by phoning or writing to:

Email: Customer.relations@iag.com.au
Free Call: 1800 045 517
Free Fax: 1800 649 290
Mail Customer Relations, Reply Paid 62759 Sydney NSW 2000 Free post (no stamp required)

Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter.

Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.

 

Step 3. Seek an independent external review of the decision

If you 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 (FOS)

You may also wish to contact the Financial Ombudsman Service directly by emailing them at info@fos.org.au or calling 1800 367 287.

 

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.

For more information, visit the National Relay Service website

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

GPO Box 3, Melbourne, Victoria 3001