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Supporting you during COVID-19

Credit Card, Personal Loan and Insurance customers

Credit Cards and Personal Loans

Last updated: June 24, 2022

Credit Cards

If you are experiencing financial hardship due to factors such as unemployment, injury, illness or natural disaster, we can work with you to find a solution that best meets your needs.

Visit our Credit Card FAQs page for more information.

Personal Loans

We understand sometimes things don’t always go to plan and situations arise that can make it difficult to meet your repayments. If you are having difficulty keeping up with the repayments on your Coles Personal Loan account please contact us, as we may be able to offer some options to assist you.

Visit our Personal Loan’s Existing Customers page for more information. 


Car, Home and Landlord Insurance

Last updated: December 14, 2022

We’re doing everything we can to keep our community, customers and team members safe during COVID-19. 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:

  1. Make a claim
  2. Track your claim status
  3. View or download historical documents for your policies
  4. Update your payment and contact details
  5. Make one-off payments
  6. Request policy changes
  7. Check your policy coverage
  8. Edit your flybuys number linked to your policy
  9. 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.

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

Contact us

The majority of our Australian call centre employees are set up to work remotely when required. We may be running at limited capacity at our contact centre due to the impacts of COVID-19.

We are asking customers to go to our website to manage their existing policy, lodge a claim, get a quote or buy a policy.

You can contact us:

Online – 24/7 for quotes, buying new policies, managing existing policies, lodging or managing claims

Existing customer and Sales: Monday – Friday, 8:00am – 9:00pm, Saturday – Sunday, 8:00am – 6:00pm AEST

Claims enquiries: Monday – Friday, 8:30am – 5:00pm AEST

Financial hardship

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

How we can help

We’re here to support you. If you’re having trouble paying your insurance premiums, call 1300 265 374 to talk to us about your situation. We’ll work out a plan with you, and we might be able to help by:

  • reviewing your cover to make sure it’s right for you
  • changing how often you pay
  • deferring your monthly premium instalments.

If you need help with other types of payments (like an excess for a claim), talk to your claims specialist about:

  • deducting your excess from your claim settlement
  • developing a payment plan with you.

Urgent support after a claim

We understand that making a claim can be stressful and after an incident you might need urgent financial assistance. We're here to support you. For example, we might be able to speed up our assessment to give you a decision on your claim. Talk to your claims specialist on 1300 265 374 to discuss the support we can offer.

How to get financial help

To talk to us about help with your premium payments:

Call our Service team on 1300 265 374 Monday – Friday, 8:00am – 9:00pm, Saturday – Sunday, 8:00am – 6:00pm AEST.


For help paying other payments (like an excess), talk to your claims specialist about applying for financial hardship on 1300 265 374 Monday – Friday, 8:30am – 5:00pm AEST.

National Debt Helpline

For financial counselling, money management and budgeting:

1800 007 007 Monday – Friday, 9:00am - 5:00pm

Terms and conditions

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). 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.


Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated.

Coles unsecured credit products are issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) (“NAB”) and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. NAB has acquired the business relating to these products from Citigroup Pty Ltd (ABN 88 004 325 080, AFSL and Australian Credit Licence 238098) (“Citi”) and has appointed Citi to assist to administer the products. Coles receives commission for the introduction of credit business to NAB.