Complaints handling

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.

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.

Car, Home and Landlord Insurance

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.

Email: insurance.enquiries@coles.com.au

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 89824 Sydney NSW 2001 Free post (no stamp required)

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 Australian Financial Complaints Authority (AFCA).

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

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 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

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.

If you would like to make a complaint please call us on 1300 333 738 and speak to one of our team members, who will do their best to assist you. If our team member is unable to resolve your complaint, they will refer the complaint to a manager. We will seek to resolve your complaint within 15 business days, provided we have all the information necessary to deal with your complaint. If we need further information, we will agree on an alternative timeframe with you. Where a complaint cannot be resolved by the manager, you can request that the matter be escalated to the Dispute Resolution Panel.

A dispute is any ‘unresolved complaint’ you have raised with us, with a request that we remedy the situation. We will keep you fully informed throughout the dispute resolution process and will respond to your dispute within 15 business days, provided we have sufficient information. Where we need further information, we will agree on an alternative timeframe with you.

You can contact us regarding a dispute or to get an update regarding an ongoing dispute on 02 8284 1839 or email us at petinsurance.enquiries@coles.com.au.

If we are unable to resolve your dispute to your satisfaction, we will inform you of your options for external review. There are several external dispute resolution options which may be available to you. These include:

  • The Australian Financial Complaints Authority (AFCA) – we will provide details of this free service (www.afca.org.au)
  • The Office of the Australian Information Commissioner (we will provide details of this service, which applies in the instance of disputes regarding the collection, use and disclosure of personal information)
  • The formal legal process, including:
    1. The courts
    2. Mediation
    3. Arbitration
    4. Small claims tribunals

If you require any additional information or support, please call us on 1300 333 738 or email us at petinsurance.enquiries@coles.com.au

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

Product related

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) and Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791) and receives a commission for each policy sold and renewed. 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 before deciding whether to acquire an insurance policy.

+Policy limitations, exclusions and conditions apply. For full terms and conditions, see the Product Disclosure Statement.