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Existing Customers

Coles Insurance

What to do if you have a complaint

We understand that sometimes issues come up and you may have a complaint.

We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do.

Car, Home and Landlord Insurance

We will aim to resolve your complaint as quickly as possible and keep you informed as to the progress of your complaint. If you are unhappy with our decision or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may wish to access external review options – see Step 3.

Our Process

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 Car, Home or Landlord 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

Pet Insurance

Pet Insurance

Our commitment to you

We work hard to provide the highest quality customer service. However, we understand that occasionally issues may arise, and you may have a complaint as a result. We have developed the following Complaints and Dispute Resolution Process which seeks to resolve your complaints fairly and efficiently.

Hearing or communication needs

If you have special hearing or communication needs please contact us via the National Relay Service (NRS) and provide NRS with the Coles Pet Insurance number 1300 333 738.

For more information, visit the National Relay Service website.

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

Coles Insurance

Visit our Car, Home and Pet Insurance FAQs

Visit our FAQ page for additional Car, Home and Pet Insurance FAQs

FAQ page

Your Important Information

Important information regarding your Coles Insurance Policy are included in these links. It is important that you read them carefully.

Prices Explained

To help you understand more about how the price of your car and home insurance is set, and to provide you with options on how you may be able to save, we’ve created this simple guide.

Terms and conditions

Product related

Standard underwriting criteria apply. Coles Car, Home and Landlord Insurance issued by Insurance Australia Limited (ABN 11 000 016 722) (AFSL 227681) (IAL). Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of IAL. Coles Pet Insurance is issued by Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791) (Guild). Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of Guild, and receives commission for each insurance policy sold. 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 and Target Market Determinations before deciding whether to acquire an insurance policy.