Coles Insurance FAQs

General FAQs

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  • How do I make a change to my policy information?

  • Important documents

  • Troubleshooting

How can I add someone else to the policy? Navigation Show below Hide below

Our customer service consultants are able to add another person to the policy, but you can’t do this online.

You can make changes to the main policy holder’s name (and any additional policy holders already added) by logging into the Insurance Service Centre. This includes changing your surname if your circumstances have changed.

How can I update my contact details? Navigation Show below Hide below

You can do this by logging into the Insurance Service Centre and going to the ‘Contact details’ section where you can change your postal address, email address, telephone numbers and/or your preferred method of receiving insurance documents.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

How can I add on my flybuys number? Navigation Show below Hide below

You can do this logging into the Insurance Service Centre and going to the ‘Policy details’ section where you can add or update your flybuys number.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

How can I update my registration (REGO) number? Navigation Show below Hide below

You can do this by logging into the Insurance Service Centre and going to the ‘Policy details’ section where you can add your registration number or correct a mistake.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

How can I change my monthly payment method? Navigation Show below Hide below

You can make changes to your credit card or account and BSB details by logging into the Insurance Service Centre and going to the payment details section.

To change the day of the month that your payment is due to come out on you will need to contact our call centre where our friendly consultants on 1300 265 374 who will help.

What is an excess and can I change the excess amount? Navigation Show below Hide below

An excess is the amount you may be required to pay towards the cost of a claim.

You do have a say in what your standard excess will be. This amount is set when you take up the policy and cannot be changed during the policy period. There are other excesses that may apply in the case of a claim – to find out more please refer to our Product Disclosure Statement (PDS).

How do I cancel my policy? Navigation Show below Hide below

You can cancel your policy at any time by contacting our call centre on 1300 265 374, a cancellation fee may apply. If you pay your policy annually you may be entitled to a refund of the unexpired portion of the premium, less any cancellation fee and non-refundable government charges.

What’s a Product Disclosure Statement (PDS)? Navigation Show below Hide below

A PDS outlines the terms and conditions of your policy. It will include information about the product’s key features and benefits including optional extras available to you, risks and the complaints handling process.

You can view our Product Disclosure Statements (PDS) for more information.

How do I get a copy of my Certificate of Currency? Navigation Show below Hide below

You can do this by logging into the Insurance Service Centre and going to the ‘My documents’ section where you can click the ‘Receive certificate’ via email button.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

How do I get a copy of my policy schedule? Navigation Show below Hide below

You can do this by logging into the Insurance Service Centre and going to the ‘My documents’ section where you can download the document. You can access current and older documents here.

What’s a Financial Services Guide (FSG)? Navigation Show below Hide below

A Financial Services Guide (FSG) assists you in deciding whether to use any of the financial services we offer. It contains information about:

  • who we are,
  • the financial services we provide,
  • how we and others are remunerated in relation to those services,
  • how we deal with complaints,
  • how we respect your privacy, and
  • how to contact us.

You can view our Financial Services Guide (FSG) for more information.

Why is my promo code not accepted online? Navigation Show below Hide below

In certain circumstances, a promo code won’t be accepted online. Our web chat or customer service consultants will be able to assist you if this happens.

Why can’t I log into the online Insurance Service Centre (ISC)? Navigation Show below Hide below

If you have previously signed in to ISC, please click on the ‘Chat now’ icon and our webchat consultant will help you.

If you haven’t used ISC before, go to the Insurance Service Centre and follow the steps to register. Please note, only the main policy holder can register to use the Insurance Service Centre.

When registering:

  • you need to register with a current policy. The registration will not work if your policy has lapsed or is cancelled.
  • please make sure you use the policy ID, date of birth, email address, or ABN (for business policies) as listed on your policy. If these don’t match you might get an error message.

Do you have Travel Insurance? Navigation Show below Hide below

Coles offers travel insurance but this is only available to customers who book flights through flybuystravel.com.au

Car Insurance FAQs

Select a topic

  • General FAQs

  • Making a claim

  • Am I covered for...

Can I change the car on my policy? Navigation Show below Hide below

In most circumstances, you can change the car on your policy. Please contact our call centre on 1300 265 374 and we can help you with this potential change.

Are drivers under the age of 25 covered? Navigation Show below Hide below

Unless you’ve previously selected this option, drivers under the age of 25 are not covered under your policy. You’ll need to let us know if you need this included; adding this cover may cost you more. Don’t worry, if you don’t have under 25 cover on your policy you may still be covered when your car is driven by professionals in the course of their work, like parking attendants and mechanics who are under 25.

Do I need to tell you about any modifications or accessories to my car? Navigation Show below Hide below

Yes, all modifications and accessories must be disclosed. We cover many legal modifications and accessories fitted to your car, but we will not cover modified cars if:

• You did not tell us and we would not have agreed to cover your car had you told us, or

• The modification is prohibited by any law in Australia.

Do I have to list everyone who drives my car on my policy? Navigation Show below Hide below

You’ll need to list any driver who drives the car regularly (i.e. more than once a week).

What's the difference between market value and agreed value? Navigation Show below Hide below

The agreed value is the actual amount we have agreed your car to be worth. This value will be shown on your schedule and is set at the start of the period of insurance. At renewal, the agreed value will be recalculated to account for depreciation due to age and use.

The sum insured of the car is not set at a specific amount when insured under a market value. Instead, the value of the car is determined at the time of a claim and calculated using industry standard guides.

Do you do Greenslip CTP insurance? Navigation Show below Hide below

Coles Insurance doesn’t offer Compulsory Third Party (CTP) insurance. We do offer Comprehensive Car insurance, Third Party Property, Fire & Theft insurance, and Third Party Property Damage insurance.

What should I do if I am involved in a car accident? Navigation Show below Hide below

Most importantly, you need to get yourself into a safe place. If required, call 000 to receive help from emergency services.

When it is safe to do so, you should try to collect the following details:

  • If another driver is involved, you should swap information with them. Including:
    • Name
    • Address (this is required if you’re not at fault)
    • Phone number
    • Registration number
    • Driver’s licence number (take a picture if possible)
    • Their insurance company details
  • If there are independent witnesses, you should try to collect their contact details as well.
  • Take photos of any damage caused to both cars and their location on the road.

When you are ready, contact us 1300 265 374 (select option 3 from the menu) to lodge your claim and discuss next steps. It always helps to have your policy number handy but you don’t need this to lodge a claim. 

Even if you think the accident was your fault, don't admit that you are, or may have been, at fault as this may impact our ability to assess the claim. We'll do an assessment of fault once the claim is lodged and the necessary information is obtained.

If any contact is made with you by the other driver or their insurance company subsequent to you lodging your claim, contact us to let us know or in the case of a phone call being received, let them know that you are insured with us and that we will be looking after the claim and the other party should direct all further questions or enquiries to us.

What do I do if my car is stolen? Navigation Show below Hide below

Report the theft to the Police and obtain the Police Event number, you will need this when you lodge your claim. To lodge your claim call 1300 265 374 (select option 3 from the menu).

Where can I get my car repaired? Navigation Show below Hide below

You can get your car repaired at any of our National Partner Repairers. We’ll also give you a Lifetime Repair Guarantee on all repairs we authorise, giving you peace of mind.

If you have a Comprehensive Plus policy, you can choose your own repairer.

Do I have to pay an excess for a motor claim? Navigation Show below Hide below

You’ll need to pay an excess if you are responsible for causing damage to your vehicle or another person’s property. If you’re not responsible for causing the damage, and you can provide the at fault person’s full name, address and rego then you don’t have to pay an excess. Our claims team will always let you know you when you need to pay an excess.

What if my car is a write-off? Navigation Show below Hide below

If we determine your car to be a total loss, depending upon the age of your car (based upon original registration), we will either provide you with a new replacement car under the New for Old option (if you qualify for this benefit) or pay you the sum insured less any deductions and excesses that may apply. In certain circumstances, we may need to deduct the premium for the unexpired portion of your policy.

Am I covered for Towing? Navigation Show below Hide below

If your car can’t be driven and needs to be towed, we’ll cover the reasonable cost of towing to the nearest agreed repairer or to somewhere safe.

Do I get free windscreen cover? Navigation Show below Hide below

Our Comprehensive Car Insurance doesn’t include ‘free’ windscreen cover, but you can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance does include one free windscreen or glass repair claim per year.

Are trailers covered? Navigation Show below Hide below

We do provide cover for your trailer or caravan if it is damaged by an insured event while attached to the car you have insured with us. We will pay up to $1000 in one period of insurance for damage to your trailer or caravan under this benefit.

Am I covered for flood and hail damage? Navigation Show below Hide below

If you have Comprehensive or Comprehensive Plus car Insurance you are covered for damage caused by natural disasters such as fire, flood and hail – as long as it happens during the policy cover period.

Do I get a hire car if I have an accident? Navigation Show below Hide below

Our Comprehensive Car Insurance cover doesn’t automatically include the use of a hire car after an accident, but you can add this as an optional benefit on your policy. Alternatively, our Comprehensive Plus Insurance includes the hire car benefit at no additional cost.

Home Insurance FAQs

Select a topic

  • General FAQs

Do you have Renters Insurance? Navigation Show below Hide below

If you are renting, you can cover the contents of your rental home with Coles Contents Insurance. You can find out more here.

How much should I insure my home/contents for? Navigation Show below Hide below

This figure is what’s known as the ‘sum insured’. It’s the maximum amount we’ll pay to rebuild your home or replace your contents.

Make sure the ‘sum insured’ you nominate is sufficient to rebuild your house at today’s prices. If it costs more than the ‘sum insured’ you chose to rebuild your house, you’ll have to make up the shortfall. Our quote system calculates a building estimate based on the information you provide. To get a more accurate estimate you can use a detailed third party calculator or check with a suitably qualified professional. You can use a contents calculator to help you work out an estimated value to insure your contents.

Will you cover my contents items away from the home? Navigation Show below Hide below

Coles Insurance offer two optional benefits to cover items lost or damaged outside your home as part of our Contents policies.

Unspecified portable contents cover provides cover for any number of items whilst they are outside your home but within Australia. These items are not specified in your policy documentation.

Specified portable contents cover provides cover for items outside your home whilst in Australia up to the amount specified by you and shown on the policy schedule.

Both types of cover are subject to limits and an additional premium. To find out more please refer to our Product Disclosure Statement (PDS).

I’m moving, do I need to have two insurance policies to cover both addresses during this time? Navigation Show below Hide below

In most circumstances, our Contents cover will cover your contents in both your new and old address for 14 days. Your contents will also be covered while in transit, if the vehicle transporting the contents is involved in a collision, is stolen or damaged by fire. To be covered, you need to contact us on 1300 265 374 to let us know.