If you’re in an emergency situation, you should get help for that first; especially if someone is injured, or in danger
Someone involved in the accident has left the scene
If there are any hazards present, such as a petrol spill or battery leakage from an EV
Take down the name, contact details and car registration number of anyone else involved – along with any witnesses
Try to get some photos or a video of any damage to your car and any other car involved and anything else that might support your claim, including photos of drivers’ licences of all involved
Get a police report number, if they attend
If you're covered for it, we can also arrange a hire car for you. Hire car arrangements are not available 24/7
Lodging a claim can be stressful enough especially when you’ve been involved in an accident. Â
Every claim is different, just like you. That’s why we’re here to help you every step of the way. Â
Our claims team is available 24/7 to lodge your claim as quickly as possible and help get you back on the road.
If your policy was issued after 24 June 2024 you can use the portal to lodge a claim.Â
You should make your claim as soon as you can after the incident. You can make your claim by calling our claims team 24/7.
Glass, accidents, incidents, theft and vandalism.
To make a claim, you’ll need:
For when your car has broken down or won't start.
To report a breakdown, you’ll need:
We’re here to help 24/7, every day of the year.
We’ll review your claim and come back to you within 2 business days regarding the next steps. If we have any additional questions, we’ll contact you or if you feel you just need to follow up, we understand that too, call us anytime on 1300 633 811.
Your policy automatically provides you with a hire car benefit after theft, attempted theft or a not-at-fault car accident. For cover for a hire car after other incidents, this all depends on if you added our Hire Car – Extra option to your policy. Check your Certificate of Insurance and PDS for details or if you’re not sure, give us a call.
You shouldn’t drive your car if:Â
After you’ve lodged your claim, including the details of other involved parties, we’ll take care of any issues should they get in touch. Simply refer any calls or correspondence to us.
An excess is the amount you agree to pay towards a claim. More than one excess may apply in some circumstances.
If we decide an accident wasn’t your fault, you may not need to pay an excess. If you do need to pay an excess, we may ask you to pay it to the repairer after they fix your car.
If your car isn’t damaged, you may still need to pay an excess to us, for damage you cause to other people’s cars or property. Check our Additional Information Guide, to see what excesses may apply.
If you’re having financial difficulties and struggling to pay your excess, talk to your claims officer or call us on 1300 633 811.
Unfortunately, Stella does not offer Choice of Repairer.
Our primary network of repairers is nationwide with priority service, and a guarantee of repairs on a wide range of vehicles. Our dedicated Network Management team closely monitors our networks commitment to driving a focus on service delivery, competitiveness, quality and timeliness.
If we agree that’s the case, then we’ll declare it a total loss and settle your claim in accordance with the terms of your policy.
Once we authorised your car’s repair, the repair time will depend on a number of factors like the extent of the damage to your car and availability of parts.
All networked repairers are required to meet the Motor Vehicle Insurance and Repair Industry Code of Conduct, which allows for quality workmanship and transparent relationships between the repairer and the insurer, and any State and Territory licencing requirements. They’re committed to providing you with priority service and hassle-free repairs.
Your accredited repairer is your main contact while they fix your car. Just give them your claim number and they’ll take care of the rest. The benefits of using accredited repairers are:
We guarantee the quality of workmanship and materials used in repairs authorised and managed by them, for as long as you own the car. If you have any concern about the repairs to your car, call us on 1300 633 811Â so we can arrange inspection of your car.