Supporting you during COVID-19

With the COVID-19 situation continuing to evolve, we understand the challenging climate you may be facing, and are doing our very best to support you. We will continue to update this page as the situation evolves and as we advance our options to support you. 

Car, Home and Landlord Insurance

 Last updated: June 22, 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 View or download historical documents for your policies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:

Online – Please use the ‘Request Change’ form in the Policy Details section in the Insurance Service Centre,  select the financial hardship reason and a consultant will call you back.

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 (9am–5pm, Mon–Fri)

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.