Complaints handling

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.

Step 1. Talk to us

The first thing to do is to talk to us about your concerns.

Our consultants will try to resolve complaints when you first contact us or soon after. If we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).

The consultant or manager will attempt to respond and resolve your complaint as soon as possible. If they require more information, they will aim to respond within 15 days of receiving of your complaint.

 

Step 2. Contact Customer Relations

If we can't quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations team.

You can also contact the Customer Relations team directly by:

Customer Relations will contact you if they require additional information or once they have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.

 

Step 3. Seek an External Review

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).  

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you: 

Importantly, time limits may apply to AFCA complaints. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.

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, 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:

  • the Australian Financial Complaints Authority (AFCA)
  • 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:
    • the courts
    • mediation
    • arbitration
    • 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 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.