Coles pet insurance

Very expensive policy and the same level at another fast-moving consumer goods competitor was 50% cheaper. No online interface for vets to complete the claim on the spot which is where the competitors are at. The correspondence process is slow and clunky, information required to be sent multiple times. We eventually were reimbursed some of the costs, but you expect that as that is what an insurance policy is for.

Never had a claim since 2022 but increased premium from $88.84 to $115.51.

Wasted thousands over the years to not be able to claim when I needed to. Requested financial hardship assistance only to still have them charge on two separate occasions which still put me at a disadvantage when they were supposed to be helping and they did not care that their error was inconveniencing me, nor would they offer any sort of credit or free months as other providers can. Don’t bother with these policies.

Disgusting customer service for pet insurance, waiting forever for a claim and dispute only for them to do nothing, they are not for the well-being of your pet. They say they do not cover any elective desexing even if an emergency desexing or cryptorchid dogs. They also do not cover your first vet consult unless you go back for a second one even if your dog was sick.

Unable to cancel. We called them and asked to cancel. They told us the cancellation team were all in a meeting and someone would call us back. What a load of carp that is. So I jump onto their online portal to cancel. What do you know? All of a sudden we can’t log in and get the error message in the attached photo. So we are completely unable to cancel and the payment is meant to come out tomorrow. This is straight out dishonesty and bordering on theft.

Not worth the money. Doesn’t even cover gastro or xrays conducted when Vet thought it was likely an emergency situation. Coles Pet Insurance tried to bundle two separate incidents/claims into one in an attempt to deny both without assessing more expensive claim. Complaint lodged with their dispute team. Still denied. Garbage product, many other companies cover much more for similar price. Have now moved to Bow Wow Meow. Just Coles trying to rip you off. Avoid.

Coles sells misleading information to recruit customers. Have reported to ACCC for misleading claims it covers the top 19 cat illnesses (plot twist, it’s missing urinary issues, which IS in the top 19 but not covered) better off saving an emergency fund than wasting time with Coles. I will be going back to RSPCA who was amazing to deal with and very transparent.

After almost 5 years of insurance we had an event where my dog stole & swallowed a chicken bone recently that resulted in him heaving, retching, vomiting & having trouble breathing. The vet made observations and based on everything concluded an obstruction was the probable cause but because gastroenteritis was the primary result and because we didn’t spend thousands more CONFIRMING the bone was responsible, Coles call that INCONCLUSIVE. It’s another way out of paying even though it’s painfully clear what had occurred. In their response they made sure they referred to our cover as BASIC on numerous occasions, as though the few thousand I have paid out so far was peanuts and to highlight the fact BASIC doesn’t cover any/all accidents. I don’t give them a single star for denying my claim, the terrible review is for the fact the refusal is unfair and clutching at policy straws when the Vet made it quite clear it was an accident but the insurer demanded greater testing (which of course ultimately would have meant the insurer would have had to pay out a lot more). Why would I have demanded additional testing when I was clearly guided by the Vet and her treatment? She gave advice including additional testing if the blockage did not improve within 24-48 hours. In summary, get Pet insurance, just don’t get Coles Pet insurance.

They won’t cover an emergency visit even though the vet deemed it’s necessary. What’s the point of having an insurance if it’s not covering an unforeseen situation? Not worth a single cent.

They denied our pet insurance claim because our dog had Gastro from eating something bad from bin and they deemed this inconclusive based on the Vet notes and it couldn’t be considered an accidental injury because the Vet had written Gastro as the main illness. Even tried to phone over the weekend to find out what we were covered for. The weekend staff can’t access your file- so not sure exactly what they are being paid for. Rang on Monday and the lady lady me to believe if the vet had written her got into the bin- this would be covered as an accident. However, they will not cover it even though it was clear the dog had ingested something to cause it… we complained and they still would not cover it. Will be looking to change as what’s the point in paying the money each month.