I had an accident which was not my fault and needed to go through Coles Insurance as it as the other party's insurer. Multiple phone interactions were needed due to Coles not sending emails or texts that they had promised to do. I always needed to follow up. It also appeared that they only examined the claim when I was on the phone to them - this resulted in long delays and it was almost three moths before the car was actually booked for repair. This was a very simple situation where the other party backed into my parked car. I can only imagine the hassle if it had been more complicated. AVOID