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.
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.
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
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, Monday - Friday (9am - 5pm AEST) or email petinsurance.enquiries@coles.com.au to contact 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 process, will provide updates every 10 business days and will respond to you provided we have sufficient information to deal with the dispute, within 30 calendar days. 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 Monday - Friday (9am - 5pm AEST) 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:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
If you require any additional information or support, please call us on 1300 333 738 or email us at petinsurance.enquiries@coles.com.au.
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
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.
+Policy limitations, exclusions and conditions apply. For full terms and conditions, see the Product Disclosure Statement.
