Comprehensive Car Insurance

Product Disclosure Statement

Because you're... Stella

Stella is not all about cars and car accidents. Stella is about making insurance easy, rewarding, seamless and with a purpose in mind.

Insurance for women, by women with a mission, which is to cover you for the things you need and none of what you don’t. Stella has also stepped up with its #Stellaforsocialchange campaign which will incorporate time and money into causes affecting Australian children and women.

Thanks for joining. You’re gonna love it here :)

About Stella

Stella Underwriting Pty Ltd (ABN 72 633 811 319) as an Authorised Representative of Allstate Insurance Pty Ltd (ABN 82 073 267 053, AFSL 239010) on behalf of the product issuer, QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFSL 239545).

About QBE

QBE Insurance (Australia) Limited (QBE) is a member of the QBE Insurance Group Limited (ASX: QBE), which is Australia’s largest international general and reinsurance group, and one of the largest insurers and reinsurers in the world. QBE has been helping Australians protect the things that are important to them since 1886. Our purpose is to give people the confidence to achieve their ambitions.

Preparation date: XX Month 2020

This PDS is issued and underwritten by QBE Insurance (Australia) Limited, ABN 78 003 191 035, AFSL 239545.

Table of contents

  1. About your policy
    1. Our agreement
    2. Your policy documents
    3. Tell us when things change
  2. What is comprehensive cover?
    1. Damage to or theft of your car
    2. Standard features
    3. Options you can add to your policy
    4. Legal liability
    5. What you’re not covered for
  3. General exclusions
    1. Driver
    2. Intentional, reckless or fraudulent acts
    3. Use of your car
    4. Reasonable actions and precautions
    5. Condition of your car
    6. Other loss or damage
    7. Operation of law, war, nuclear material or terrorism
  4. Claims
    1. What to do immediately after an incident
    2. What you must not do after an incident
    3. Cooperating with us
    4. How we settle claims
    5. Excesses
    6. Claims administration, going to court and recovery action
  5. Paying, renewing and cancelling
    1. Paying your premium
    2. Renewing your policy
    3. Cancelling your policy
  6. Definitions
  7. Privacy, complaints and other important information
    1. Privacy
    2. Complaints and disputes
    3. General Insurance Code of Practice
    4. Financial Claims Scheme

About your policy

Our agreement

When you pay or agree to pay your premium, we agree to provide you with comprehensive insurance cover for your car under the terms and conditions set out in this policy.

Your policy documents

When you buy your policy it will be made up of:

Receiving your policy documents

We’ll normally email your policy and other related documents. QBE will treat the time they’re sent out of our data system as the time you receive them. You can choose to receive them by post and you can change your preference at any time.

Who is Stella?

Your insurance with us is administered by Stella Underwriting Pty Ltd (ABN 72 633 811 319), (Stella) as an Authorised Representative of Allstate Insurance Pty Ltd (ABN 82 073 267 053, AFSL 239010) on behalf of the product issuer, QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFSL 239545).

Any general advice provided by Stella relating to this policy is provided as an Authorised Representative of Allstate Insurance Pty Ltd under their Australian Financial Services Licence. Please consider your financial situation, needs and objectives and read the PDS and FSG before deciding whether to buy this insurance from us.

Claims

The product issuer will manage claims made under this policy and will utilise its network of Accredited Smash Repairers when processing claims.

About this PDS

This PDS tells you about the Stella Comprehensive Car Insurance policy we offer including the conditions and exclusions of the cover. Before deciding to buy this policy, please read this PDS to decide if the cover is right for you. Words in italics have special meanings that are explained in Definitions.

The amounts stated in this policy include GST unless stated otherwise.

When there is more than one insured

When there is more than one insured on your policy, we’ll treat what any one of them says or does about your policy or any claim under it, as said or done by each of the insured. We only need a request from one insured to change or cancel your policy or tell us where a claim payment should be paid.

Who is covered

Your policy covers anyone who drives your car when they meet its terms and conditions. This includes a learner driver who drives your car when supervised by a properly licensed driver.

Cooling off period

If you change your mind within 21 days of buying or renewing your policy, and you don’t need to make a claim, you can cancel it and we’ll give you a full refund.

You can also cancel your policy outside the cooling off period, see Cancelling your policy.

Tell us when things change

You must tell us immediately if any of the information on your Certificate of Insurance is incorrect or has changed. For example you must tell us if:

If you don’t tell us, we may reduce or refuse to pay a claim.

If we agree to the change, we’ll send you an updated Certificate of Insurance and let you know if your premium has changed. We may tell you we can no longer cover your car and that we need to cancel your policy, or we may not offer to renew it.

What is comprehensive cover?

Your Stella Comprehensive Car Insurance policy covers:

Damage to or theft of your car

What you’re covered for

Your policy covers accidental loss of or damage to your car from incidents such as:

Standard features

The following standard features apply when we agree to pay a claim for an incident covered by your policy and they are directly connected to that incident.

Standard feature We will... But not...
Baby capsules and child seats
  • replace damaged or stolen baby capsules and child seats which are inside your car
  • if they are stolen from your car when the car itself isn’t stolen
Baby gear
  • Pay up to $2,000 for baby gear such as prams, strollers and other essential baby items if they are damaged as part of a covered incident or stolen from your car
  • if there no evidence of forcible entry to your car;
  • if there is no valid police report;
  • if the items are baby capsules or child seats;
    or
  • if the items are mobile phones, computers or any other electronic devices.
Personal items
  • pay up to $1,000 in total for damaged or stolen personal items which are inside your car.

Personal items are items normally worn or carried such as clothes, eyewear and any disability or medical devices.

  • if they are stolen from your car when the car itself isn’t stolen;
  • if the items are:
    • cash, cheques, credit cards or negotiable documents;
    • mobile phones, computers or any other electronic devices;
    • tools of trade;
    • baby capsules or child seats; or
    • baby gear.
Travel expenses
  • reimburse up to $100 in total to help the driver of your car and any passengers get to their destination
  • if your car is safe to drive
Emergency accommodation and transport costs
  • reimburse up to $1,000 for the reasonable cost of essential accommodation and transport to get the driver of your car and any passengers home
  • if the incident occurs less than 100km from home;
  • if your car is safe to drive;
  • any other costs such as food or laundry
Towing and storage costs
  • pay the reasonable cost of towing your car to the nearest repairer or safe location, that we agree to
  • pay reasonable storage costs at the agreed location
  • if your car is safe to drive
Hire car after a not-at-fault car accident
  • arrange and pay the reasonable daily cost of a hire car which in our opinion meets the drivers’ mobility needs, if your car is damaged in a not-at-fault car accident.

It will be provided:

  • until repairs authorised by us are completed; or
  • until we pay the reasonable costs to repair your car; or
  • until we pay your claim after we determine your car is a total loss.
  • when your car is not at the authorised repairer and it’s safe to drive;
  • if you arrange a hire car without our authorisation;
  • for any other costs related to the hire car such as fuel, upgrade, road tolls, traffic fines, accidents or other losses, or insurance excess reduction;
  • after we receive information confirming that the driver of your car caused or contributed to the accident
Hire car after theft or attempted theft
  • arrange and pay the reasonable daily cost of a hire car which in our opinion meets the drivers’ mobility needs, if your car is stolen or damaged in an attempted theft.

It will be provided for up to 14 days:

  • until your car is found and doesn’t need repairs; or
  • until repairs authorised by us are completed; or
  • until we pay the reasonable costs to repair your car; or
  • until we pay your claim after we determine your car is a total loss.
  • when your car is not at the authorised repairer and it’s safe to drive;
  • if you arrange a hire car without our authorisation;
  • for any other costs related to the hire car such as fuel, upgrade, road tolls, traffic fines, accidents or other losses, or insurance excess reduction.
Essential temporary repairs
  • reimburse up to $500 for essential temporary repairs needed to get your car back on the road
 
Trailer cover
  • pay up to $1,000 towards the cost of repairing; or
  • replacing your trailer if it’s stolen or damaged, when attached to your car.
  • for anything stolen from or damaged on top of or inside the trailer
Concierge service
  • arrange collection and delivery of your car from your home or usual workplace prior to and after repairs.

This concierge service will only be provided if we have arranged for your car to be repaired by a QBE Authorised Repairer.

  • if the repairer is not a QBE Authorised Repairer
Deliberate damage caused by your current or former spouse or partner
  • not apply any excess to a claim under this policy if the claim is for damage arising from a deliberate act by your current or former spouse or partner, and the incident has been reported to the police.
 

Unlike the standard features in the previous table, the following standard features don’t need a separate claim for a related incident.

Standard feature We will... But not...
Basic excess reduction
  • reduce your Basic excess by $100 for a claimed incident that occurs within a 3 year period of no claim or only a Not-at-fault claimed incident on this policy..
 
Theft of your car keys
  • cover the cost of replacing or recoding your car keys, locks or barrels if your car keys are stolen and you report the theft to police
  • if your car keys are stolen by someone you gave them to; if your car keys are just misplaced or lost
Change of car
  • automatically transfer your policy’s cover to a replacement car for up to 14 days from when you sell or dispose of your car.

We will cover the replacement car up to its market value or purchase price, whichever is lower.

 
‘No excess’ windscreen repair
  • not apply an excess if your claim is only for damage to your car’s windscreen, sunroof or window glass, and the damage can be repaired
  • if the windscreen, sunroof or window glass needs to be replaced

Options you can add to your policy

You can choose to add the following options to your policy for an extra cost. If you choose any of these, they will be shown on your Certificate of Insurance.

Hire Car – Extra

Your policy automatically provides you with a hire car benefit after theft, attempted theft or a not-at-fault car accident. See Standard features.

If you would like cover for a hire car after other incidents for which we’ve accepted a claim under this policy, you can choose to add this Hire Car – Extra option.

If you choose this option, we’ll arrange and pay the reasonable daily cost of a hire car which in our opinion meets the drivers’ mobility needs.

Under this option we’ll provide the hire car for up to 14 days:

We won’t pay under this option:

‘No Excess’ Windscreen

If you choose this option you won’t need to pay an excess if your claim is only for damage to your car’s windscreen, sunroof or window glass, and the item needs to be replaced rather than repaired.

Stella Roadside Assistance: available for purchase from Stella separately.

You can separately purchase 24/7 Australia-wide Roadside Assistance from Stella.

Please contact Stella [on XXXXXX] if you would like to purchase Stella Roadside Assistance.

Stella Roadside Assistance is subject to separate terms and conditions. It is not a product that forms part of this policy. Any use of Stella Roadside Assistance is not an insurance claim under this policy.

In this legal liability section any reference to ‘you’ means the insured, any driver or any passenger of your car.

This policy covers your legal liability to pay compensation which arises from damage to someone else’s property, caused by the use of your car.

This legal liability cover also extends to:

We’ll also cover clean-up costs at the scene of an accident, for which you are legally responsible.

What you’re not covered for

This policy does not cover your legal liability if:

The most we’ll pay

The most we’ll pay for all legal liability claims arising from any one incident is $30,000,000. This includes GST and any associated legal costs we’ve agreed to pay.

General exclusions

There is no cover under any section of your policy for any claim or damage, loss, cost or legal liability, that involves, arises from or is in connection with any of these general exclusions.

Driver

There is no cover if the driver of your car at the time of the incident was:

The above driver exclusions do not apply if you had no reason to suspect that the driver of your car did or was any of the above. In that instance, we’ll cover the damage to your car but not any legal liability arising from damage caused by that driver. If allowed by law, we may recover the cost of your car’s damage from that driver.

Intentional, reckless or fraudulent acts

There is no cover for intentional, reckless or fraudulent acts by:

Examples of reckless acts include street racing, driving into floodwater, illegally using a mobile phone or driving at dangerously excessive speed.

This exclusion does not apply if we agree your car was stolen. We reserve the right to report suspected fraudulent or other criminal acts to the police for their investigation.

Use of your car

There is no cover if your car was being used:

Reasonable actions and precautions

There is no cover if:

Condition of your car

There is no cover if, at the time of the incident, your car:

Other loss or damage

There is no cover for:

Operation of law, war, nuclear material or terrorism

There is no cover for loss or damage arising from:

Claims

This section explains our claims process. For examples of how we pay claims under this policy, read our Additional Information Guide at stellainsurance.com.au or call us on 1300 633 811 for a copy.

In this claims section any reference to ‘you’ means the insured, any driver or any passenger of your car.

What to do immediately after an incident

Immediately after an incident you must:

As soon as you can after the incident, call us on 1300 633 811 to make your claim, or lodge it online at stellainsurance.com.au

What you must not do after an incident

To avoid your claim being delayed, reduced or refused you must not:

Cooperating with us

To help us process your claim as efficiently as possible, you must:

If you don’t cooperate with us it may delay your claim, or we may reduce or refuse to pay your claim.

How we settle claims

If we accept your claim, we’ll settle it in one of the following ways:

We will follow the equivalent process to settle a claim we accept for a substitute car or replacement car, covered under this policy, except that if we determine that car to be a total loss, we will pay the relevant sum covered under this policy.

Repairing your car

We’ll arrange for your car to be repaired by a QBE Accredited Smash Repairer or another licensed repairer of our choice. We’ll manage the repair process, including choosing the suitable repair method. If needed, our repairer will sub-contract some of the repairs.

When we repair your car this way, we will arrange for the collection and delivery of your car from your home or usual workplace prior to and after repairs.

Alternatively, if you do not want to have your car repaired by a QBE Accredited Smash Repairer or another licensed repairer of our choice, you’ll need to:

If we authorise repairs to a repairer that is not a QBE Accredited Smash Repairer or another licensed repairer of our choice, then Our repair guarantee will apply as long as we manage those repairs to completion.

When your car is repaired this way, and if it is safe to drive, you’ll need to take it to the repairer you’ve decided to use. If it’s not safe to drive, we’ll only pay what it would cost us to tow it to the repairer we would have otherwise arranged to repair your car.

If we repair your car, we’re entitled to keep any parts or materials salvaged from it.

Replacing damaged parts

If your car was first registered:

Regardless of your car’s age, we may use quality non-genuine parts for windscreen, sunroof, window glass, radiator or air conditioning repairs or replacements. When we use non-genuine parts they will:

If a certain part isn’t readily available, we’ll pay you the last known price of that part.

Our repair guarantee

We’ll guarantee the quality of workmanship and materials used in repairs authorised and managed by us, for as long as the owner of your car does not change. If you have concerns about the repairs to your car you must:

Damaged car identification

We’ll do our best to obtain replacements of damaged build, VIN or compliance plates or labels, from your car’s manufacturer. If they’re not available, we’ll request a letter from the manufacturer confirming the identity of your car and the fact that the identifier was damaged.

We’ll otherwise repair your car without replacing the damaged identification, unless the law says we must.

Paying the reasonable cost of repairs

In the following circumstances, we’ll pay the reasonable cost of repairing your car:

In these circumstances, we will pay your car’s owner the reasonable cost of repairs, as determined by us. To help us determine the reasonable cost of repairs we may organise a quote from another licensed repairer. This may require your car to be moved. When we pay the reasonable cost of repairing your car, you’ll need to pay the applicable excess and arrange the repairs to your car.

Determining if your car is a total loss

We’ll determine your car is a total loss if it is:

Paying the agreed value

If we determine your car is a total loss, and if the conditions in Replacing your car with a new one are not met, or you choose not to accept a new car, we’ll pay the agreed value, as shown on your Certificate of Insurance.

We’ll deduct the following from our payment:

When your car is a total loss, and no one else has a financial interest in it, we’ll pay its owner the settlement amount. If someone else has a financial interest in your car, we’ll pay them what they’re entitled to receive and pay the owner any balance up to the value of the claim. We will not pay any financier’s late fees, interest or other administration fees. The owner will need to remove any registered security interest in your car after we settle your claim as a total loss.

Replacing your car with a new one

If we determine your car is a total loss, we’ll replace it with a new car of the same make, model or series, when readily and locally available if your car meets these conditions:

If a new replacement car is not available, we’ll replace your car with a new car that, in our opinion, is of a similar make and model. The new car will have the same or equivalent factory-fitted and legal aftermarket accessories and modifications that your car had.

When we replace your car, we’ll also pay for its initial stamp duty and registration fees, but not compulsory third party insurance if this is sold separately where your car was last registered. We won’t pay to purchase or transfer any extended warranty for the new car.

Before we replace your car, you must pay us:

Claim payments and GST

We pay claims inclusive of GST unless the owner of the car is a business which is, or needs to be, registered for GST. In that case, we’ll reduce the amount we pay to settle the claim by the Input Tax Credit amount to which they are, or would be, entitled. If they fail to disclose or understate their entitlement, they may be liable for GST on a claim we pay.

Excesses

In most cases, you’ll need to contribute an amount towards the cost of any claims you make. Your contribution may be made up of one or more of the following excess types. The excess types and amounts that apply to your policy will be shown on your Certificate of Insurance.

For additional information about excesses and how they apply to your policy, read our Additional Information Guide at stellainsurance.com.au or call us on 1300 633 811 for a copy.

Basic excess
The basic excess applies to all claims unless:
  • your claim is for a not-at-fault vehicle accident; or
  • the incident you are claiming for is malicious damage, theft or attempted theft and you can provide us with the full name and address of the person responsible; or
  • your claim is only under the standard feature ‘No excess’ windscreen repair or the chosen option ‘No Excess’ Windscreen.
Age excess
An age excess applies when the driver of your car is under the age of 25 at the time of the incident and they cause or contribute to that incident. It applies in addition to the basic excess and any other applicable excess for the claim. An age excess does not apply to a learner driver.
Additional policy excess
An additional policy excess may apply to your policy as a result of the insurance history of your car or its driver. It applies in addition to the basic excess and any other applicable excess for the claim. An additional policy excess does not apply to a learner driver.
Additional driver excess
An additional driver excess may apply to your policy as a result of the driver’s details, including their insurance history. It applies in addition to the basic excess and any other applicable excess for the claim when that driver causes or contributes to the incident.

How we collect the excess

When an excess applies to your claim, we’ll:

We will not pay for any costs that result from a delay in paying an excess.

Claims administration, going to court and recovery action

When we pay a claim under your policy, we have the right to exercise your legal rights related to that claim in your name. We’ll take full control of the administration, conduct or settlement of the claim, including any recovery or legal defence we think is needed. When seeking reimbursement in your name, and at our expense, you’ll need to give us reasonable assistance.

When we pay a claim and some of the loss isn’t covered by your policy, we may offer to try to recover that loss for you when we take any steps to recover the covered loss. We can only do so if you agree to give us documents that support your loss and agree with us on how we’ll handle that recovery. You may also need to contribute to the associated costs.

If we determine that you’ve received a benefit under your policy that you were not entitled to, we reserve the right to recover from you the amount we have paid. If we decline a claim for fraud, we reserve the right to recover our reasonable administration, investigation and legal costs.

Paying, renewing and cancelling

Paying your premium

Your premium is the cost of your policy. It is the amount we set by taking into account things like the chance of you making a claim under your policy, the options you’ve chosen as well as other factors including our costs of doing business. Your premium also includes GST and other applicable government fees, duties and charges.

We’ll let you know how much premium you need to pay us, how to pay it and when. You must pay us your premium on time to stay covered. For more information about how we set your premium, read our Additional Information Guide at stellainsurance.com.au or call us on 1300 633 811 for a copy. .

We offer you several ways to pay your premium, including by direct debit which is explained below.

Paying by direct debit

You can choose to pay your premium annually or in instalments by direct debit.

If you choose to pay by direct debit, you authorise us to debit your nominated account for the agreed premium. If the scheduled debit date shown on your Certificate of Insurance is a NSW public holiday or bank holiday, we’ll debit your account on the next business day. We’ll give you at least 14 days’ notice if we change the way the direct debit of your policy works.

You need to make sure your nominated account details are correct and up to date. This includes advising us of a change to the expiry date of a payment card or method. If your nominated account details change you must tell us at least 7 days before the next instalment is due.

You need to have enough funds in your nominated account to allow our scheduled debit. If you don’t, you’ll be responsible for any fee or interest charged by your financial institution. You can also choose to stop your direct debit by contacting your financial institution.

Important – what happens if your direct debit fails

If you’ve chosen to pay your premium annually by direct debit and we don’t receive your payment on time, we may cancel your policy as permitted by law and refuse to pay a claim.

If you’ve chosen to pay your premium by direct debit instalments and an instalment remains unpaid for one month or more, we may cancel your policy and refuse to pay a claim.

Renewing your policy

If we offer to renew your policy, we’ll send you a renewal Certificate of Insurance. If you make any changes to your policy after we send you our renewal offer, and we agree to continue to insure you, we’ll send you an updated renewal offer and you’ll need to pay us any additional premium to ensure your cover is not affected.

If you pay your premium by direct debit

If you pay your premium by direct debit and we offer to renew your policy, we’ll continue to debit your premium payments, either annually or in instalments, whichever you’ve previously chosen.

If you don’t want to renew, you must tell us at least 7 days before your policy’s end date.

Cancelling your policy

You can cancel your policy at any time by telling us. We can cancel your policy as permitted by law, for example when you do not pay us your premium.

If you’ve paid your premium in advance and your policy is cancelled, we’ll refund you the proportion of the premium for the remaining period of insurance, minus any non-refundable government fees, duties or charges.

If you make a fraudulent claim on your policy, we can cancel it and we won’t provide any refund.

Definitions

Agreed value
The amount you and Stella agree to insure your car for during the period of insurance shown on your Certificate of Insurance.
All State
TBC placeholder

Business use
If shown on your Certificate of Insurance, it means your car is used for the stated occupation, profession or business. Business use also includes the use of your car for personal purposes. Business use does not mean using your car for paid ridesharing.
Certificate of Insurance
The most recent Certificate of Insurance we have sent you. It shows the information that forms the basis on which we’ve agreed to insure you, including information about you, your car and its drivers. You’ll receive a new Certificate of Insurance when you buy, renew or make a relevant change to your policy.
Incident
An event which results in a claim on your policy, being either one occurrence or a series of related occurrences which result in loss or damage

Insured
See definition of You, your, insured.
Market value
The value of your car in your local area immediately before the incident, as determined by us. To calculate the market value we may use recognised industry guides and consider things like the make, model, age, kilometres travelled, both factory-fitted and legal after-market modifications and accessories, and the general condition of your car.
Not-at-fault
When we determine the driver of your car did not cause or contribute to the incident claimed and you are able to provide us with the full name and address of each responsible person, and if they were using a vehicle, each vehicle’s registration number.
Period of insurance
The time between the start date and end date shown on your Certificate of Insurance during which we have agreed to provide cover. If your policy is cancelled, or we determine your car is a total loss and make a total loss payment or replace your car under your policy, the period of insurance ends.
Policy
Your Stella Comprehensive Car Insurance policy, once you have paid or agreed to pay us your premium. It is made up of this PDS, any SPDS we send you and your Certificate of Insurance.
Private use
If shown on your Certificate of Insurance, it means your car is used for personal purposes, including driving to and from work. Private use does not include business use or ridesharing.

Ridesharing
Means your car is used to transport people for a fee, such as through a rideshare company’s booking app. Ridesharing does not mean using your car as a taxi or for car-pooling without payment.
Stella
TBC

Total loss
See Determining if your car is a total loss for what this means.
Trailer
A trailer owned by you or in the control of a driver of your car, for example a boat trailer.
We, our, us, QBE
QBE Insurance (Australia) Limited, ABN 78 003 191 035, AFSL 239545, BECS authority no. 481326.

You, your, insured
The persons or entities named as Insured(s) on your Certificate of Insurance, except in the sections of your policy where we say otherwise.
Your car
The car shown on your Certificate of Insurance. It includes both factory-fitted and legal after-market modifications and accessories.

Privacy, complaints and other important information

Privacy

We take the security of your personal information seriously.

We’ll collect personal information when you deal with us, our agents, other companies in the Stella group or suppliers acting on our behalf. We use your personal information so we can do business with you, which includes issuing and administering our products and services and processing claims. Sometimes we might send your personal information overseas. The locations we send it to can vary but include the Philippines, India, Ireland, the UK, the US, China and countries within the European Union.

Our Privacy Policy describes in more detail where and from whom we collect personal information, as well as where we store it and the ways we could use it. To get a free copy of it please visit qbe.com/au/privacy or call us on 133 723. It’s up to you to decide whether to give us your personal information, but without it we might not be able to do business with you, including not paying your claim.

Complaints and disputes

If you’re unhappy about any aspect of your relationship with us, including our representatives, products or services, please let us know and we’ll do our best to put things right.

You can call us on 1300 633 811 between 9:00am and 5:00pm Sydney time, Monday to Friday on Sydney working days, or email us at complaints@stellainsurance.com.au

We will aim to resolve your complaint directly, quickly and fairly.

If we are unable to resolve your complaint directly or quickly or if you’re not happy with our resolution, then you can contact the Australian Financial Complaints Authority by:

Phone:
1800 931 678
Email:
info@afca.org.au
Post:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

More information about how we deal with complaints is available on our website at qbe.com/au or you can speak with us or request our complaints brochure.

If you pay for your policy by direct debit and have a concern about your debits, please follow our complaints process. You can also raise your concern with your financial institution.

Complaints just about privacy

If you’re not happy about how we’ve handled your personal information, call us on 1300 633 811. If you’re not satisfied with our decision you can contact the Office of the Australian Information Commissioner by:

Phone:
1300 363 992
Email:
enquiries@oaic.gov.au
Post:
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001

General Insurance Code of Practice

QBE is a signatory to the General Insurance Code of Practice (Code) and is committed to providing high standards of service. The Code covers topics like buying insurance, how claims are handled, what happens if financial hardship occurs, and complaint handling. You can read the Code at codeofpractice.com.au

Financial Claims Scheme

This policy is protected under the financial Claims Scheme (FCS), which protects certain insured and claimants in the unlikely event QBE Stella becomes insolvent. You may be entitled to access the FCS if you meet the eligibility criteria. For more information, contact the australian Prudential Regulation Authority on 1300 558 849 or go to apra.gov.au/financial-claims-scheme-general-insurers