Need to contact

Coles Insurance

and make sure they reply?

Coles Insurance is a distributed brand, not an insurer — so the person who answers your call works for an underwriter, not the supermarket. The main Coles Insurance contact number for car, home and landlord policies is 1800 031 301; pet policies run on 1300 333 738. Knowing which entity holds your policy, and when it started, is the fastest route to the right team.

Who actually holds your policy

• Car, home and landlord — issued by Auto & General Insurance Company Ltd (ACN 111 586 353, AFSL 285571), the same underwriter behind Budget Direct, and arranged by Auto & General Services Pty Ltd and Coles Supermarkets Australia Pty Ltd.
• Pet — issued by Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791).
• Policies started or renewed before 31 August 2024 — held by Insurance Australia Limited (IAL) and serviced on separate phone lines and email addresses.

Main support channels

• Phone — car, home and landlord: 1800 031 301, Mon–Fri 8:00am–10:30pm AEST, Sat 8:00am–5:00pm AEST.
• Phone — pet: 1300 333 738, Mon–Fri 9:00am–6:00pm AEDT.
• Phone — roadside assistance: 1800 412 999.
• Phone — legacy (pre-31 August 2024) claims: 1300 265 374, 24/7; from overseas +61 2 8661 9205.
• Email: colesinsuranceenquiries@autogeneral.com.au (car/home/landlord), enquiries@petinsurance.coles.com.au (pet), customercare@autogeneral.com.au (complaints).
• In store: not available — supermarket checkouts and service desks cannot help with policies or claims.

What the reputation data actually says

• Public review scores for Coles Car Insurance on ProductReview sit at roughly 1.5 out of 5 from about 1,692 reviews, with Coles Home Building and Contents at about 1.6 from 448 reviews and Coles Pet Insurance around 2.2.
• Independent survey data is kinder. CHOICE's Coles Insurance review found 69% of home insurance customers rated their experience above average or excellent, and 82% said the same of their claims experience.
• CHOICE still ranks Coles below average against rival Australian home insurers overall, and recorded 2023 car insurance satisfaction at just 57%.
• Coles Insurance customer service outcomes diverge sharply by product — Coles was also named Winner of the 2025 ProductReview Pet Insurance Provider of the Year.

Steep renewal premiums

• Reviewers report car premiums jumping $400 or more with no claims history, and one Perth home building premium rising from $464 to $981 in a single year without explanation.
• Headline discounts — 30% off combined home and contents, 15% off individual policies — apply to online purchases in the first year only, so a Coles Insurance premium increase at first renewal is common.

Claim delays and drawn-out repairs

• Reviewers describe waiting weeks or months for assessments, repair approvals and settlement payments, including a written-off vehicle where payment reportedly took six weeks and a stolen-car claim assessed over five months before being declined.
• Claims teams work business hours, so a Friday-night incident can mean waiting until Monday for towing coordination.
• A Coles Insurance claim delay is the single most common trigger for formal escalation.

Investigations opened after a claim is approved

• A recurring pattern: the claim is authorised, work begins, then an investigation opens — often where the claim was lodged soon after the policy started.
• Rejected-claim complaints rose 47% across the general insurance industry in 2025–26, so this is a sector-wide pressure point rather than a Coles-only one.

Repair quality from authorised repairers

• Vehicles returned with mismatched parts, incomplete cleaning or residual damage.
• Customers then face a second round of back-and-forth to get the work put right.

Communication gaps

• "No updates," "emails unanswered" and "had to chase every time" appear constantly across reviews.
• Coles commits to progress updates every 10 business days once a matter is escalated — which is precisely why lodging formally often unsticks a stalled claim.

Billing and cancellation errors

• Direct debits continuing after a confirmed cancellation is a documented theme, including a customer charged $90 in August 2026 for a policy cancelled in April 2026 with email confirmation.

Pet exclusions and renewal refusals

• Pet reviewers report separate incidents bundled into a single claim, no cover for elective desexing, and first-consult exclusions.
• Some customers report Coles declining to renew after a claim — even a withdrawn one — citing risk.

Where these complaints land

• Auto & General was the largest single contributor to general insurance complaints at AFCA in 2024–25, with 3,032 complaints, per insuranceNEWS.com.au's analysis of AFCA dispute data. Because Auto & General underwrites Coles car, home and landlord cover, Coles disputes are captured in that figure — which also spans other Auto & General brands.
• General insurance complaints overall hit 36,022 in 2025–26, per AFCA's record complaints media release.

Check who holds your policy first

• Your policy schedule or renewal notice names the insurer. Auto & General means 1800 031 301; Guild (pet) means 1300 333 738.
• Started or last renewed before 31 August 2024? You're with Insurance Australia Limited — 1300 265 374 for claims (24/7), or insurance.enquiries@gi.coles.com.au for enquiries.
• Getting this right saves you a transfer and a re-tell.

Phone support

• Car, home and landlord: 1800 031 301, Mon–Fri 8:00am–10:30pm AEST, Sat 8:00am–5:00pm AEST.
• Pet: 1300 333 738, Mon–Fri 9:00am–6:00pm AEDT.
• Roadside breakdowns: 1800 412 999.
• Call early in the day with your policy number, claim number, incident date and any photos in front of you.

Online self-service

• Payments, address changes, certificates of currency, adding a driver and policy documents all sit in the Online Policy Manager via the existing customer hub.
• It beats the phone queue and leaves you a timestamped record.

Online claims

• Lodge a Coles Car Insurance claim 24/7 through Make a claim, along with home and landlord claims. Coles will call you if it needs more.
• A Coles Pet Insurance claim can be lodged through the Online Policy Manager 365 days a year, or your vet can submit on your behalf using the vet claim lodgement form.

Email

• Car, home and landlord: colesinsuranceenquiries@autogeneral.com.au. Pet: enquiries@petinsurance.coles.com.au.
• Put your policy or claim number in the subject line, state the outcome you want, and set a deadline.

In store

• There is no branch or in-store service. Supermarket staff cannot access, amend or escalate an insurance policy — don't queue at the service desk.

Formal complaints and escalation

• Say the words "formal complaint" on 1800 031 301, email customercare@autogeneral.com.au, or lodge online through Coles Insurance complaints handling.
• Those words start a clock: acknowledgement within 24 hours, escalation to the Customer Disputes Resolution Team if unresolved in 5 business days, and a decision within 30 calendar days (21 days in financial hardship), with updates every 10 business days. The full process sits at Complaints — Car & Home Insurance.
• Still unresolved? A Coles Insurance AFCA complaint is free, independent and binding on the insurer. Lodge with the Australian Financial Complaints Authority on 1800 931 678, by email to info@afca.org.au, or by post to GPO Box 3, Melbourne VIC 3001.
• You have 2 years from Coles' final decision to escalate — and you can go to AFCA early if Coles hasn't resolved your complaint within 30 days.

Accessibility and language support

• National Relay Service on 1300 555 727 for customers who are deaf or have hearing or speech difficulty.
• Translating and Interpreting Service (TIS National) on 131 450 — free, 24/7, 160+ languages. Coles also publishes complaints guides in multiple languages.

Cooling-off and refunds

• Cancel within the cooling-off period and a full Coles Insurance refund of your premium is paid, provided you haven't made a claim.
• The exact length is set in your Product Disclosure Statement, not by a general industry figure — find yours via Important information and key documents or the Auto & General PDS finder for Coles Car Insurance.

Cancellations

• Cancel any time by phone — 1800 031 301 for car, home and landlord, 1300 333 738 for pet — or in the Online Policy Manager under "Your Policy."
• After the cooling-off period you get a pro-rata refund of unused premium, less any early cancellation fee and government taxes and charges. Refunds of $1 or less aren't paid.
• Always get written confirmation and check next month's bank statement. The full walkthrough on how to cancel Coles Insurance covers what to keep and what to check.

Claims and excess

• Car, home and landlord claims can be lodged online 24/7; pet claims 365 days a year.
• An excess is generally payable per claim, with amounts and any age or inexperienced-driver excesses set in your PDS.
• Home and landlord cover is not available in the Northern Territory, North Queensland or Northern WA.

Complaints handling

• Time-bound and free: 24-hour acknowledgement, 5 business days at the frontline, 30 calendar days for a final internal decision (21 days for financial hardship).
• A written response is mandatory for declined claims, claim value disputes, hardship matters and anything unresolved after 5 business days.

Hardship and vulnerability support

• Struggling to pay a premium or excess? Coles offers hardship arrangements with faster complaint timeframes — see Financial assistance.
• Confidential support for customers affected by family and domestic violence is published at Family and domestic violence support.

Discounts, flybuys and Code protections

• The 30% combined home and contents discount, the 15% individual policy discount and flybuys points on premiums are new-business offers — budget for a step-up at first renewal.
• Coles' insurers are bound by the General Insurance Code of Practice. Under a strengthened, contractually enforceable Code, claims left undecided after 12 months will be automatically accepted, per Insurance Business Australia's reporting on the Code and insurer compliance data.