Supporting you during COVID-19

Credit Card, Personal Loan and Insurance customers

With the COVID-19 situation continuing to evolve, we understand the challenging climate you may be facing, and are doing our very best to support you. We will continue to update this page as the situation evolves and as we advance our options to support you. For updated information select from the products below to find the impact of COVID-19 on your Coles Credit Card, Personal Loan and Insurance products including changes to our contact centres.

Credit Cards and Personal Loans

Last updated: March 15, 2021

Coles unsecured credit products are issued by Citigroup Pty Limited, who have provided the information on this page for the purpose of supporting you in these challenging times.

  • Contact centre update

    Due to COVID-19 quarantine measures, we had previously been able to take only emergency calls.

    We are now also able to speak with you over the phone for general enquiries, and you can visit our contact us page for more details on how to get in touch.

  • Managing your repayments

    We understand that as a result of COVID-19, some customers may be looking for some more flexibility in their repayment options. We are here to support you during this time with a range of ways to help.

  • Financial assistance

    If you are experiencing financial hardship as a result of COVID-19, you can ask us to help. Find out how you can request assistance at How do I request financial hardship support?

    If you would like to speak with the Debt Management Solutions team, you can contact them on 1800 931 356 from 9am-5pm, Monday – Friday (AEST), except public holidays. 

    For general advice on managing expenses and your money you can also find helpful tools and tips on the Money Smart website. 

  • General enquiries

    Our Customer Support Team is available to assist you on eChat and over the phone. Find out more about how you can get in touch with us through our Contact Us page.

    We also have a range of self-service options available 24/7 through the Online Service Centre to assist you with other enquiries, including:

    1. Check your balance
    2. View your statements
    3. Temporarily lock and manage your credit card, including requesting a replacement card and reporting your card as lost or stolen
    4. Make payments to and from your credit card
    5. Reset your ATM PIN
    6. Activate your card
    7. Update your profile, including your contact details and your preferences about how you would like to be contacted by us

    You can also send us a secure message from within the Online Service Centre, which we’ll respond to as quickly as possible.

    If you have not registered for online services, you can get set up quickly by following the links below:

    Register for the Online Service Centre
    Download the Coles Mobile Wallet App

    Find out more about how you can manage your account online on our FAQs page.

  • Contactless payments

    We encourage all customers to use contactless payment systems such as payWave, Tap & Go, Apple Pay or Samsung Pay where possible to minimise physical contact in light of COVID-19.

    You can find out how to set up Apple Pay and Samsung Pay for your Coles Mastercard on our Mobile Payments page.

  • Online safety

    We have leading fraud detection systems, and we continue to monitor your accounts for any suspicious activity 24/7. As you may be moving toward conducting more of your activity online, we ask you to please remain vigilant and watch out for scams related to COVID-19. You can learn more about how we protect you, and how you can protect yourself, on our website.

    To keep track of your purchases and credit card balance in real time, download the Coles Mobile Wallet App.


 Last updated: September 29, 2021

We’re doing everything we can to keep our community, customers and team members safe during COVID-19. We understand that you might be feeling overwhelmed with information, so here are a few key things you need to know.

  • Managing your policy and claim online

    There is currently no disruption to our online service centre, so we encourage you to access the online Insurance Service Centre which is available 24/7. You can:

    1. Make a claim
    2. Track your claim status
    3. View or download historical documents for your policies
    4. Update your payment and contact details
    5. Make one-off payments
    6. Request policy changes
    7. Check your policy coverage
    8. Edit your flybuys number linked to your policy
    9. Change your preferences/settings to receive policy documentation via eDocs instead of mail – it’s the best way to help ensure you receive your documentation immediately.

    If you haven’t used the online Insurance Service Centre before it's simple, just register and log in using your mobile or email.

  • Contact us

    The majority of our Australian call centre employees are set up to work remotely when required. We may be running at limited capacity at our contact centre due to COVID-19 quarantine measures.

    We are asking customers to go to our website to manage their existing policy, lodge a claim, get a quote or buy a policy.

    You can contact us:

    Online – 24/7 for quotes, buying new policies, managing existing policies, lodging or managing claims

    Existing customer and Sales: Monday – Friday, 8.00am – 9.00pm, Saturday – Sunday, 8.00am – 6.00pm AEST

    Claims enquiries: Monday – Friday, 8.30am – 5.00pm AEST

  • Financial hardship

    If you’re experiencing financial hardship due to COVID-19, or any other reason, and you’re worried about whether you can make your next insurance payment, you can talk to us.

    How we can help

    We’re here to support you. If you’re having trouble paying your insurance premiums, call 1300 265 374 to talk to us about your situation. We’ll work out a plan with you, and we might be able to help by:

    • reviewing your cover to make sure it’s right for you
    • changing how often you pay
    • deferring your monthly premium instalments.

    If you need help with other types of payments (like an excess for a claim), talk to your claims specialist about:

    • deducting your excess from your claim settlement
    • developing a payment plan with you.

    Urgent support after a claim

    We understand that making a claim can be stressful and after an incident you might need urgent financial assistance. We're here to support you. For example, we might be able to speed up our assessment to give you a decision on your claim. Talk to your claims specialist on 1300 265 374 to discuss the support we can offer.

    How to get financial help

    To talk to us about help with your premium payments:

    Online – Please use the ‘Request Change’ form in the Policy Details section in the Insurance Service Centre,  select the financial hardship reason and a consultant will call you back.

    Call our Service team on 1300 265 374 Monday – Friday, 8.00am – 9.00pm, Saturday – Sunday, 8.00am – 6.00pm AEST


    For help paying other payments (like an excess), talk to your claims specialist about applying for financial hardship on 1300 265 374 Monday – Friday, 8.30am – 5.00pm, AEST

    National Debt Helpline

    For financial counselling, money management and budgeting:

    1800 007 007 (9am–5pm, Mon–Fri)

Terms and conditions

Standard underwriting criteria apply. Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681). Any advice provided is of a general nature only and does not take into consideration your objectives, financial situation or needs. Before acting on any advice you should consider its appropriateness. You should read the Product Disclosure Statement and Target Market Determinations before deciding whether to acquire an insurance policy.


Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated.

Coles unsecured credit products are issued by Citigroup Pty Limited ABN 88 004 325 080 AFSL No. 238098 Australian credit licence 238098 and distributed by Coles Supermarkets Australia Pty Ltd ABN 45 004 189 708. Coles receives commission for the introduction of credit business to Citigroup.