To find out more about the impact of COVID-19 including changes to our contact centres click here.  

With the COVID-19 situation continuing to evolve, we understand the challenging climate you may be facing, and are doing our very best to support you. We will continue to update this page as the situation evolves and as we advance our options to support you. For updated information select from the products below to find the impact of COVID-19 on your Coles Credit Card, Personal Loan and Insurance products including changes to our contact centres.

 

   Last updated: May 11, 2020

Coles unsecured credit products are issued by Citigroup Pty Limited, who have provided the information on this page for the purpose of supporting you in these challenging times.

Contact centre update

Due to COVID-19 quarantine measures, we had previously been able to take only emergency calls.

We are now also able to speak with you over the phone for general enquiries, and you can visit our contact us page for more details on how to get in touch.

Managing Your Repayments

We understand that as a result of COVID-19, some customers may be looking for some more flexibility in their repayment options. We are here to support you during this time with a range of ways to help.

Financial Assistance

If you have been impacted by COVID-19, there are some other options you can consider before applying for financial assistance. Find out more about them here.

You can also contact us by:

• Chatting with us by logging into the Online Service Centre and clicking the ‘Live Chat’ tab
• Emailing us at hardship@secure.coles.com.au
• Calling our Debt Management Solutions team on 1800 931 356 from 9am-5pm, Monday - Friday (AEST) except public holidays

For general advice on managing expenses and your money you can also find helpful tools and tips on the Money Smart website.

General enquiries

Our Customer Support Team is available to assist you on eChat and over the phone. Find out more about how you can get in touch with us through our Contact Us page

We also have a range of self-service options available 24/7 through the Online Service Centre to assist you with other enquiries, including:

• Check your balance
• View your statements
• Temporarily lock and manage your credit card, including requesting a replacement card and reporting your card as lost or stolen
• Make payments to and from your credit card
• Reset your ATM PIN
• Activate your card
• Update your profile, including your contact details and your preferences about how you would like to be contacted by us

You can also send us a secure message from within the Online Service Centre, which we’ll respond to as quickly as possible.

If you have not registered for online services, you can get set up quickly by following the links below:

• Register for the Online Service Centre
• Download the Coles Mobile Wallet App

Find out more about how you can manage your account online here.

Contactless payments

We encourage all customers to use contactless payment systems such as payWave, Tap & Go, Apple Pay or Samsung Pay where possible to minimise physical contact in light of COVID-19.

You can find out how to set up Apple Pay and Samsung Pay for your Coles Mastercard here.

Online Safety

We have leading fraud detection systems, and we continue to monitor your accounts for any suspicious activity 24/7. As you may be moving toward conducting more of your activity online, we ask you to please remain vigilant and watch out for scams related to COVID-19. You can learn more about how we protect you, and how you can protect yourself, on our website

To keep track of your purchases and credit card balance in real time, download the Coles Mobile Wallet App.

Coles unsecured credit products are issued by Citigroup Pty Limited ABN 88 004 325 080, AFSL and Australian credit licence 238098 (Citigroup) and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. Coles will receive commission for the introduction of credit business to Citigroup.

 

   Last updated: May 22, 2020

Due to COVID-19 quarantine measures, we are currently running at limited capacity at our Coles Insurance contact centres. We’re doing everything we can to keep our community, customers and team members safe. We understand that you might be feeling overwhelmed with information, so here are a few key things you need to know.

Managing your policy and claim online

There is currently no disruption to our online service centre, so we encourage you to access the online Insurance Service Centre which is available 24/7. You can:
• Make a claim
• Track your claim status
• View or download historical documents for your policies
• Update your payment and contact details
• Request policy changes
• Check your policy coverage
• Edit your flybuys number linked to your policy
• Change your preferences/settings to receive policy documentation via eDocs instead of mail – it’s the best way to help ensure you receive your documentation immediately.

We’re making changes to help you in this difficult time.
The ability to request changes to your policy online and get a call back is a new feature, designed to get your request to a consultant without you having to phone us. You can already make many simple changes to your policy online that update your insurance immediately however for those you couldn’t make we’ve now added a simple online form for you to tell us your requested change. One of our team of specialists will review and aim to get back to you within 5 business days, at a call back time of your choice.

If you haven’t used the online Insurance Service Centre before it's simple, just register and log in using your mobile or email.

Contacting us by phone

The majority of our Australian call centre employees are set up to work remotely when required. We are currently running at limited capacity at our contact centre due to COVID-19 quarantine measures.

Our Sales and service lines are open Monday to Friday at reduced hours. Our claims enquiry line continues to be available at its standard opening hours.

Our phone lines are very busy right now, we apologise but there may be long wait times. We are asking all other customers to go to our website to manage their existing policy, lodge a claim, get a quote or buy a policy.

Rest assured, we are working around the clock to get our call centres back to full strength and thank you for your patience and support.

We have temporarily changed our operating hours. You can contact us:

• Online – 24/7 for quotes, buying new policies, managing existing policies, lodging or managing claims
• Existing policies: Monday – Friday, 8.00am – 9.00pm, Saturday – Sunday, 8.00am – 1.00pm AEST
• Sales: Monday – Friday, 8.00am – 9.00pm, Saturday – Sunday, 8.00am – 1.00pm AEST
• Claims enquiries: Monday – Friday, 8.30am – 5.00pm AEST

Financial Hardship

If you’re experiencing financial hardship due to COVID-19 and you’re worried about whether you can make your next insurance payment, you can talk to us.

• Online – Please use the ‘Request Change’ form in the Policy Details section in the Insurance Service Centre and select the financial hardship reason. A consult will call you back without you having to phone us.
• Call our Service team on 1300 265 374 Monday – Friday, 8.00am – 9.00pm, Saturday – Sunday, 8.00am – 1.00pm AEST. Our phone lines are very busy right now, we apologise but there may be long wait times.

Assessing Claims

To protect our people and our customers we will be increasing the use of our virtual assessing processes – for example using a live video assessment. This has been designed to minimise face-to-face interaction for customers who have made claims. Our assessors will be contacting customers to arrange virtual assessments.

If we’re unable to provide our virtual assessing services, we will be asking our assessors and customers appropriate screening questions before our people visit customers.

Our assessors will also use appropriate Personal Protective Equipment and follow the appropriate health and safety advice of authorities.

Landlord Insurance update

Given the escalating COVID-19 pandemic, we are unable to issue any new landlord policies with the tenant rent default optional benefit or add this optional benefit to your existing policy. COVID-19 is an unprecedented situation and we have made this decision due to the evolving risk in a pandemic and its scale and impact on customers.*

There is no impact for customers with existing policies that currently have the tenant rent default optional benefit.

*To find insurance suited to your needs, you can contact the Insurance Council of Australia at insurancecouncil.com.au.

Standard underwriting criteria apply. Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681) and receives a commission for each policy sold and renewed. Any advice provided is of a general nature only and does not take into consideration your objectives, financial situation or needs. Before acting on any advice you should consider its appropriateness. You should read the Product Disclosure Statement before deciding whether to acquire an insurance policy.