Frequently Asked Questions

Our customer service consultants are able to add another person to the policy, but you can’t do this online.

You can make changes to the main policy holder’s name (and any additional policy holders already added) by logging into the Insurance Service Centre. This includes changing your surname if your circumstances have changed.

You can do this by logging into the Insurance Service Centre and going to the ‘Contact details’ section where you can change your postal address, email address, telephone numbers and/or your preferred method of receiving insurance documents.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

You can do this logging into the Insurance Service Centre and going to the ‘Policy details’ section where you can add or update your flybuys number.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

You can do this by logging into the Insurance Service Centre and going to the ‘Policy details’ section where you can add your registration number or correct a mistake.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

You can make changes to your credit card or account and BSB details by logging into the Insurance Service Centre and going to the payment details section.

To change the day of the month that your payment is due to come out on you will need to contact our call centre where our friendly consultants on 1300 265 374 who will help.

An excess is the amount you may be required to pay towards the cost of a claim.
You do have a say in what your standard excess will be. This amount is set when you take up the policy and cannot be changed during the policy period. There are other excesses that may apply in the case of a claim – to find out more please refer to our Product Disclosure Statement (PDS).

You can cancel your policy at any time by contacting our call centre on 1300 265 374, a cancellation fee may apply. If you pay your policy annually you may be entitled to a refund of the unexpired portion of the premium, less any cancellation fee and non-refundable government charges.

A PDS outlines the terms and conditions of your policy. It will include information about the product’s key features and benefits including optional extras available to you, risks and the complaints handling process.

You can view our Product Disclosure Statements (PDS) for more information.

You can do this by logging into the Insurance Service Centre and going to the ‘My documents’ section where you can click the ‘Receive certificate’ via email button.

You can also call us on 1300 265 374 and one of our customer service consultants will be happy to help.

You can do this by logging into the Insurance Service Centre and going to the ‘My documents’ section where you can download the document. You can access current and older documents here.

A Financial Services Guide (FSG) assists you in deciding whether to use any of the financial services we offer. It contains information about:

• who we are,
• the financial services we provide,
• how we and others are remunerated in relation to those services,
• how we deal with complaints,
• how we respect your privacy, and
• how to contact us.

You can view our Financial Services Guide (FSG) for more information.

In certain circumstances, a promo code won’t be accepted online. Our web chat or customer service consultants will be able to assist you if this happens.

If you have previously signed in to ISC, please click on the ‘Chat now’ icon and our webchat consultant will help you.

If you haven’t used ISC before, go to the Insurance Service Centre and follow the steps to register. Please note, only the main policy holder can register to use the Insurance Service Centre.

When registering:

• you need to register with a current policy. The registration will not work if your policy has lapsed or is cancelled.
• please make sure you use the policy ID, date of birth, email address, or ABN (for business policies) as listed on your policy. If these don’t match you might get an error message.

Coles offers travel insurance but this is only available to customers who book flights through flybuystravel.com.au.