Coles Pet Insurance 2025: Honest Review, Coverage & Key Insights
Our expert's opinion on Coles
Coles Pet Insurance offers a single straightforward 'Basic Cover' plan that provides up to $10,000 annual vet fee coverage per pet, with a client-selected reimbursement level of 80% or 100% and a per-claim excess (often set at $200), appealing to those seeking clarity and high claim certainty.Compared to major competitors in the Australian market, Coles stands out for its simple product and the option for full 100% reimbursement, positioning itself as a strong value pick, but with notably limited illness coverage and minimal policy extras.Coles is best suited to healthy young dogs and cats whose owners want high reimbursement rates on accidental injury benefits, are not as concerned about routine or dental cover, and prefer straightforward, transparent annual limits.Operated by Coles, a well-known Australian brand with substantial cross-sector operations (Supermarkets, Financial Services), the insurer’s financial stability is supported by significant recurring revenue across insurance lines, but claims processing and specific pet cover reputation remain unclear due to the absence of direct Coles Pet Insurance reviews on Trustpilot or other platforms; average reimbursement times vary and are not publicly disclosed.
- ✅Up to 100% reimbursement option
- ✅$10,000 annual vet fee limit
- ✅Transparent single plan structure
- ✅Lifetime renewal if policy continuous
- ✅Accidental injury, cancer, and joint illness covered
- ✅Multi-pet and healthy-pet discounts available
- ✅Online 24/7 claims portal
- ❌Illness cover extremely limited—only 4 conditions
- ❌No dental or wellness/routine cover
- ❌No coverage for alternative therapies
- ❌No consultation or behavioural benefit
- ❌Sub-limits on key conditions (e.g. cruciate, tick paralysis)
Our expert's opinion on Coles
- ✅Up to 100% reimbursement option
- ✅$10,000 annual vet fee limit
- ✅Transparent single plan structure
- ✅Lifetime renewal if policy continuous
- ✅Accidental injury, cancer, and joint illness covered
- ✅Multi-pet and healthy-pet discounts available
- ✅Online 24/7 claims portal
- ❌Illness cover extremely limited—only 4 conditions
- ❌No dental or wellness/routine cover
- ❌No coverage for alternative therapies
- ❌No consultation or behavioural benefit
- ❌Sub-limits on key conditions (e.g. cruciate, tick paralysis)
Score- ✅Up to 100% reimbursement option
- ✅$10,000 annual vet fee limit
- ✅Transparent single plan structure
- ✅Lifetime renewal if policy continuous
- ✅Accidental injury, cancer, and joint illness covered
- ✅Multi-pet and healthy-pet discounts available
- ✅Online 24/7 claims portal
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts carefully review the terms and pricing of insurance policies available in Australia every year, ensuring you receive reliable and unbiased insights. Thanks to this thorough and independent approach, hundreds of thousands of Australians trust HelloSafe each month to help them make their most important financial decisions.
The Coles Guarantees
Coles offers a single, straightforward pet insurance plan primarily focused on core accident and a limited selection of illness cover (cancer, cruciate ligament, joint dysplasia, and joint luxation), positioning itself as an entry-level insurer in the Australian market.
Customers can choose either 80% or 100% reimbursement with a per-claim excess (e.g., $200), and the annual benefit cap is $10,000 per pet, lower than many mid- and top-tier competitors.
Key strengths are the 100% reimbursement option (rare at this price point), clear limits for major conditions, a simple claims process, and guaranteed lifetime renewal if there are no breaks in cover.
However, coverage for illness is highly restricted, and no dental, preventive, routine, alternative, or overseas cover is included; vet consultations and wellness allowances are not offered, which limits Coles’ appeal for owners seeking broad or customisable protection.
| Name of coverage | Coles Pet Insurance Basic Cover |
|---|---|
| Plan positioning | Entry-level, accident & specified illness only |
| Type of coverage | Accidents + select major illness (cancer/cruciate/joint) |
| Animals covered | Dogs and cats |
| Reimbursement rate (%) | 80% or 100% (selectable) |
| Annual reimbursement limit | $10,000 per policy year |
| Deductible (annual or per claim) | Per claim, e.g., $200 (see schedule) |
| Age limits for enrollment | Not Communicated (N.C.) |
| Pre-enrollment health questionnaire | N.C. |
| Waiting period (illness) | 21 days (cancer, dysplasia); 6 months (cruciate) |
| Waiting period (accident) | 21 days (most); nil for severe events |
| Lifetime coverage once subscribed | ✅ If continuously renewed |
| Vet consultations (regular + emergency) | ❌ |
| Medications | ✅ For covered conditions |
| Hospitalization | ✅ For eligible conditions |
| Surgery (including anesthesia) | ✅ For covered conditions |
| Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | ✅ When medically required for eligible conditions |
| Dental care (includes scaling and procedures) | ❌ |
| Preventive care package (vaccines, antiparasitics, spaying/neutering, ID/microchipping) | ❌ |
| Alternative medicine (osteopathy, acupuncture, etc.) | ❌ |
| Travel coverage (countries included, duration) | ❌ Australia only |
| Civil liability | ❌ |
| Euthanasia | ✅ $500 per claim (no excess, includes cremation/disposal) |
| Death & cremation coverage | ✅ Included in euthanasia limit |
| Theft or loss of pet + search expenses | ❌ |
| Boarding fees (if owner is hospitalized) | ❌ |
Important Policy Coverage Details
Hospitalisation, medicines, and surgery are only reimbursed for accidents or specified illnesses that are covered. Only one claim per year is allowed for ingestion of a foreign object, and tick paralysis sub-limit is $2,500 per year. Annual benefit and sub-limits reset each renewal period. General vet consultations, dental, wellness, and most routine/preventive treatments are always excluded. Continuous annual renewal required for lifetime coverage.
It’s a good idea to compare plans to see which is most affordable for your needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!Coles Exclusions
| Exclusions | Details |
|---|---|
| Medical exclusions |
|
| Routine/preventive exclusions |
|
| Geographic exclusions |
|
| Owner/non-medical exclusions |
|
| Time/administrative exclusions |
|
| Other categories |
|
- Pre-existing conditions
- Bilateral/related conditions
- Dental care (all types)
- Illnesses not specified (anything other than cancer, cruciate ligament, joint dysplasia/luxation)
- Behavioural disorders
- Inconclusive diagnosis for an excluded condition
- Pandemic diseases
- General consultations
- Routine/preventive care (vaccines, flea/worming, microchipping, prescription diets, grooming, routine or elective treatments)
- Alternative/complementary/experimental therapies (acupuncture, homeopathy, hydro/physiotherapy, laser, supplements)
- Elective or cosmetic surgery
- Accidents, treatments, or claims occurring outside Australia
- Claims after policy has ended or after limit/sub-limits used
- Failure to provide requested vet records/history
- Failure to comply with claim terms
- Consequential or non-financial loss
- Acts of mistreatment, negligence, or criminal acts
- Commercial use (breeding, pregnancy, racing, guarding, etc.)
- Late claims (submitted more than 1 year after treatment)
- Ongoing costs after max benefit reached
- Ambulance/hospitalisation not confirmed essential by a vet
- Boarding fees, theft/loss, search costs
- Civil liability cover not included
- Ancillary items/accessories, prosthetics, stem cell treatment, training
Coles Prices
Coles positions itself as an affordable but limited option in the Australian pet insurance market.
By focusing only on core accident and select illness cover—while excluding most high-cost routine, dental, and wellness items—Coles can keep premiums relatively low compared to comprehensive or premium-insurer competitors.
There is no choice of coverage tiers and no customisation or add-ons for broader reimbursement, which means out-of-pocket costs for non-catastrophic events may be higher.
The fully digital claims model helps Coles compete on price, appealing primarily to price-sensitive owners seeking basic cover and a simple user experience.
| Coles Basic Cover | |
|---|---|
| Young cat (2–4 years) | $19/month |
| Senior cat (7–8 years) | $31/month |
| Small breed dog | $28/month |
| Small breed dog (2–4 years) | $28/month |
| Large breed dog (2–4 years) | $44/month |
| Senior dog (7–8 years) | $57/month |
Feel free to compare Coles with other insurers to find the best value for your pet’s needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!Coles Promo Codes
| Coles Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
What is the Coles reimbursement policy?
With Coles Basic Cover, you are reimbursed for eligible vet fees at either 80% or 100% (depending on your selection), after a fixed excess per claim, up to the annual benefit limit of $10,000 per pet.
Surgery for cruciate ligament injury
Total vet costs: $3,400 (including diagnostics, surgery, and post-op care)
Deductible amount (excess per claim): $200
Eligible amount: $3,400 – $200 = $3,200
Reimbursement at 100%: $3,200 × 100% = $3,200
👉 You receive $3,200 from Coles.
ℹ️ Annual sub-limit for cruciate ligament injuries is $3,000, so any reimbursement above this amount is not claimable. Your total reimbursement would be capped at $3,000 for cruciate ligament surgery per year.
Treatment for cancer (chemotherapy and hospitalisation)
Total vet costs: $2,600
Deductible amount (excess per claim): $200
Eligible amount: $2,600 – $200 = $2,400
Reimbursement at 100%: $2,400 × 100% = $2,400
👉 You receive $2,400 from Coles.
ℹ️ The claim is subject to the annual overall benefit limit of $10,000. If you have used some of your limit already, only the remainder is available for reimbursement.
Accidental Ingestion of Foreign Object
Total vet costs: $1,200 (emergency consultation, X-ray, removal procedure)
Deductible amount (excess per claim): $200
Eligible amount: $1,200 – $200 = $1,000
Reimbursement at 100%: $1,000 × 100% = $1,000
👉 You receive $1,000 from Coles.
ℹ️ The policy limits reimbursement for ingestion of a foreign object to 1 incident per year. Subsequent events in the same year are not covered.
Coles Assistance
Coles’ assistance offering is focused mainly on digital claims submission and customer phone/email support, with no dedicated mobile app or emergency veterinary teleconsultation.
<br/>
There is no advance payment service, so policyholders must pay vet bills upfront and claim reimbursement later.
All claims are processed online or by phone, and the provider does not maintain a network of partner clinics or any overseas coverage, which limits support for pet owners who travel.
<br/>
While payments may be made by instalments, there are no facilities for specialist finance or fees-free payment plans.
Emergency access to veterinary advice or direct payment to clinics—key services for many owners in urgent situations—are not available with Coles.
| Assistance Coles | Available? | Details |
|---|---|---|
| Advance payment | ❌ | Payvet, Petcard and similar advance payment services are not offered. Policyholders pay vet bills and claim reimbursement via the portal. |
| Payment facilities | ✅ | Premiums can be paid by monthly instalments at no extra charge. No expert finance or short-term payment deferral options. |
| Mobile app | ❌ | N.C. Coles does not offer a dedicated pet insurance mobile app. |
| Paperless claims process | ✅ | Claims are submitted via the Coles Insurance online portal 24/7. No physical paperwork is required for reimbursement processing. |
| Emergency vet service | ❌ | N.C. There is no 24/7 emergency veterinary advice line or teleconsultation available for policyholders. |
| Vet/clinic partner network | ❌ | Coles does not maintain a partner vet or clinic network; claims may be made for treatment by any licensed vet in Australia. |
| Coverage abroad | ❌ | N.C. Cover is only valid for vet treatment administered within Australia; overseas and travel-related claims are excluded. |
Customer Reviews of Coles
| Review platform | Rating and number of reviews |
|---|---|
| ProductReview.com.au | N.C. |
| Trustpilot | N.C. |
| Google Reviews | N.C. |
We analyzed reviews from the sites listed above. On the positive side, customers who subscribed to Coles for their pets often mention:
✅ N.C.
On the negative side:
❌ N.C.
How to contact Coles?
| Coles Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | Submit your claim online via the Coles Insurance Portal (available 24/7) or call 1300 333 738 for guidance. Required: completed claim form, paid vet invoice, and full clinical notes. Reimbursements are paid to your nominated bank account. Average processing time: typically 5–10 business days after all documents are supplied. For support, you may also email [email protected]. |
| To obtain a certificate of insurance | Request a certificate by calling 1300 333 738 or emailing [email protected]. Provide your policy number and the specific document requested. Certificates may also be accessed via the online portal. |
| To contact assistance | Phone Coles Pet Insurance on 1300 333 738 for all queries or policy assistance during business hours. Email [email protected] for written support. Postal correspondence: Coles Pet Insurance, PO Box 16042, Collins Street West, VIC 8007. |
| To cancel my policy | Call 1300 333 738 or email [email protected] with your policy number and a written request for cancellation. Cancellations are processed immediately upon notification, no formal notice period required. Refunds for unused premium may be issued for the remaining policy term. Postal address: Coles Pet Insurance, PO Box 16042, Collins Street West, VIC 8007. |
Required: completed claim form, paid vet invoice, and full clinical notes.
Reimbursements are paid to your nominated bank account.
Average processing time: typically 5–10 business days after all documents are supplied.
For support, you may also email [email protected].
Provide your policy number and the specific document requested.
Certificates may also be accessed via the online portal.
Email [email protected] for written support.
Postal correspondence: Coles Pet Insurance, PO Box 16042, Collins Street West, VIC 8007.
Cancellations are processed immediately upon notification, no formal notice period required.
Refunds for unused premium may be issued for the remaining policy term.
Postal address: Coles Pet Insurance, PO Box 16042, Collins Street West, VIC 8007.
FAQ
Do I have to pay upfront for veterinary fees with Coles?
Yes, Coles requires you to pay your vet bills upfront at the time of treatment. There is no advance payment service or direct bill option, so you are responsible for settling all costs before submitting a claim. Once paid, you can lodge your claim online for reimbursement. Funds will be reimbursed to your nominated bank account after assessment.
How do I cancel my pet insurance policy with Coles?
You can cancel your Coles pet insurance policy at any time by calling 1300 333 738 or emailing [email protected]. Provide your policy details and a written request for cancellation. There is no required notice period. Any paid premiums for unused coverage may be refunded on a pro-rata basis.
Does Coles cover routine or preventive care such as vaccinations and check-ups?
No, Coles pet insurance does not cover any routine, preventive, or wellness care. This means services like vaccinations, annual check-ups, flea and worming treatments, and microchipping are excluded. Only specified accidental injuries and certain illnesses listed in the policy are eligible for claims. It’s important to review the policy for all included and excluded treatments.
What is the annual benefit limit and reimbursement rate with Coles?
The maximum annual benefit limit is $10,000 per pet each policy year. You can choose between 80% or 100% reimbursement for eligible vet expenses, less any applicable excess per claim. Sub-limits apply for specific conditions such as cruciate ligament injuries and tick paralysis. Any expenses above the annual or sub-limit are not covered.
How does the Coles claims process work and how long does reimbursement take?
Claims are submitted online via the Coles Insurance Portal or over the phone. You need to provide the completed claim form, vet invoices, and clinical notes. Payments are made directly to your nominated bank account. Most claims are processed within 5–10 business days provided all documentation is correct and complete.
Do I have to pay upfront for veterinary fees with Coles?
Yes, Coles requires you to pay your vet bills upfront at the time of treatment. There is no advance payment service or direct bill option, so you are responsible for settling all costs before submitting a claim. Once paid, you can lodge your claim online for reimbursement. Funds will be reimbursed to your nominated bank account after assessment.
How do I cancel my pet insurance policy with Coles?
You can cancel your Coles pet insurance policy at any time by calling 1300 333 738 or emailing [email protected]. Provide your policy details and a written request for cancellation. There is no required notice period. Any paid premiums for unused coverage may be refunded on a pro-rata basis.
Does Coles cover routine or preventive care such as vaccinations and check-ups?
No, Coles pet insurance does not cover any routine, preventive, or wellness care. This means services like vaccinations, annual check-ups, flea and worming treatments, and microchipping are excluded. Only specified accidental injuries and certain illnesses listed in the policy are eligible for claims. It’s important to review the policy for all included and excluded treatments.
What is the annual benefit limit and reimbursement rate with Coles?
The maximum annual benefit limit is $10,000 per pet each policy year. You can choose between 80% or 100% reimbursement for eligible vet expenses, less any applicable excess per claim. Sub-limits apply for specific conditions such as cruciate ligament injuries and tick paralysis. Any expenses above the annual or sub-limit are not covered.
How does the Coles claims process work and how long does reimbursement take?
Claims are submitted online via the Coles Insurance Portal or over the phone. You need to provide the completed claim form, vet invoices, and clinical notes. Payments are made directly to your nominated bank account. Most claims are processed within 5–10 business days provided all documentation is correct and complete.
