To find out more about the impact of COVID-19 including changes to our contact centres click here.
How do I make a change to my policy information?
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.
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.
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.
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).
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.
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.
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.
A Financial Services Guide (FSG) assists you in deciding whether to use any of the financial services we offer. It contains information about:
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.
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.
Coles offers travel insurance but this is only available to customers who book flights through flybuystravel.com.au.
Making a claim
Am I covered for...
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.
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.
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.
You’ll need to list any driver who drives the car regularly (i.e. more than once a week).
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.
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.
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:
When you are ready, contact us on1300 265 374 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 in 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.
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
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.
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.
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.
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.
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.
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.
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.
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.
If you are renting, you can cover the contents of your rental home with Coles Contents Insurance. You can find out more here.
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.
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).
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.
Making a Claim
You can check your policy schedule and Product Disclosure Statement.
Cats and dogs are covered under Coles Pet Insurance.
Yes – if you insure more than one pet under a policy you will receive a discount.
No – medical records are not required. You will however need to provide your pets medical history when you claim.
Your pet must be older than 8 weeks and younger than 9 years when you purchase your policy.
Your vet will be able to provide you with an estimate of your pets age after a physical examination. We don’t need your pets date of birth, just how old they are in years.
We use a range of factors about you and your pet such as the species, breed, age, location and claims experience to calculate your premium.
Yes – you can see your own vet.
Generally, waiting periods are 21 days for most Accidental Injuries and Illnesses. For some Accidental Injuries we waive the waiting period completely. The waiting periods for Cruciate ligament are 6 months. Specific waiting periods are shown in your policy and/or in your schedule.
Once we have all the necessary documents, it usually takes between 5-10 business days. If we need more information to assess the claim we will let you know.
A pre-existing condition is any injury or illness that occurred or existed prior to the start of your cover or is within the waiting period that you or your vet were aware of or should reasonably have been aware of, including any bilateral condition or related condition.
All Coles Pet Insurance policies have a $200 excess. More details can be found in your Product Disclosure Statement.
Excess is the amount you are required to pay when you make a claim on your policy. Coles Pet Insurance will then pay 100% of eligible costs covered by your policy.