Coles Insurance Customer Hub

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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.

Select a topic

  • Complaints handling

  • Hearing or communication needs

Step 1: Please talk to us first Navigation Show below Hide below

The first thing to do is talk to one of our consultants or email us about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not, escalate it to a manager.

The consultant or manager will attempt to resolve your complaint within 5 days. If more time is required we will let you know and respond within 15 business days of receipt of your complaint.

Call us on: 1300 265 374 (Weekdays 8am-9pm and weekends 8am-6pm AEST)

Email: insurance.enquiries@coles.com.au

Step 2: Contact independent customer relations for next level dispute resolution Navigation Show below Hide below

If you have already tried Step 1 and we have not resolved your complaint to your satisfaction, you may request the matter be referred to our independent Customer Relations team for review.

Customer Relations is an independent team and will treat your complaint as a dispute. Customer Relations will assign one of their team members to conduct an independent review of the matter. They will contact you with a decision usually within 15 business days of receiving your dispute.

Call us on: 1800 045 517 (Weekdays 9am-5pm Mon-Fri AEST)

Email: Customer.relations@iag.com.au

Mail: Customer Relations, Reply Paid 62759 Sydney NSW 2000 Free post (no stamp required)

Step 3: Seek an external review of the decision Navigation Show below Hide below

If you have already tried Step 1 and 2 to resolve your complaint and 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 Australia (FOS).

Please note that the Financial Ombudsman can only assist if you have already tried to resolve your complaint by talking to the Customer Relations team.

Need help? Navigation Show below Hide below

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.

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

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Insurance FAQs

Visit our FAQ page for additional Car and Home Insurance FAQs.

Select a topic

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

  • Important documents

  • Insurance Service Centre

  • Understand the price of your Car Insurance Policy

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.

What can I use the Insurance Service Centre for? Navigation Show below Hide below

You can use the Insurance Service Centre to:

  • Update your payment and contact details
  • View or download historical documents for your policies
  • Check your policy coverage Link your flybuys number to your policy

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.

Car insurance prices explained Navigation Show below Hide below

For detailed information regarding how your car insurance price is set, and for ways in which you can save, please read our guide.

Your important information


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

Product Disclosure Statements

See our Product Disclosure Statements and Financial Services Guide.
Find out more

Travel Insurance

Need information on your Travel Insurance Policy?
Find out more

Privacy Policy


Find out more

About our Insurance


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Terms & conditions

Coles Car, Home and Landlord Insurance: Coles Supermarkets Australia Pty Ltd and Loyalty Pacific Pty Ltd are authorised representatives of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681).

Coles Travel Insurance: Coles Travel Insurance is administered and arranged by Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, AFSL 241713) (Cover-More) on behalf of the Insurer, Zurich Australian Insurance Limited (ABN 13 000 296 640, ASFL 232507). Coles Supermarkets Australia Pty Ltd is an authorised representative of Cover-More.