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.
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*Underwriting criteria, policy terms and conditions, limits, sub-limits and exclusions apply. Promotional Ts&Cs apply. Visit stellainsurance.com.au/car-eofy-promotion for full details. The ‘15% discount’ promotion on Stella Comprehensive Car Insurance offer is available from 01/05/2025 – 30/06/2025 (AEST) to new Stella Car insurance customers only. Available by using the promotional code NEW15 when purchasing a new Stella Comprehensive Car Insurance policy at online checkout during the offer period and for the first year of the policy only. Not to be used in conjunction with any other Stella car offer. For more details, please read full T&Cs here. Stella Comprehensive Car Insurance is distributed by Stella Underwriting Pty Ltd (Stella) (ABN 72 633 811 319) as an Authorised Representative (AR No 001282046) of Virginia Surety Company, Inc. (ARBN 080 339 957, AFSL 245579), who is the insurance issuer. Any advice provided is general only and has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Benefits are subject to the terms and conditions including the limits, sub-limits and exclusions of the insurance policy. You should consider the appropriateness of any such advice, and read the Product Disclosure Statement (PDS), the Target Market Determination (TMD) and Financial Services Guide (FSG) for these products available at www.stellainsurance.com.au, before making a decision to acquire, or to continue to hold, the product.
WeMoney Insurance Awards 2024: Winner – Car Insurer of the Year – Back-to-back (3 years), Winner – Best for Quality (Car Insurance) – Back-to-back (2 years), Winner – Outstanding Customer Service (Car Insurance) – Back-to-back (2 years), Winner – Outstanding Claims Experience (Car Insurance), Finalist – Best for Value (Car Insurance), and Finalist – Outstanding Customer Service (Pet Insurance).
Stella Comprehensive Car Insurance is issued and underwritten by QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFSL 239545) (QBE) and distributed by Stella Underwriting Pty Ltd (ABN 72633811319) acting as an Authorised Representative (AR 001282046) of Insurtech Gateway Australia Pty Ltd (ABN 27 633 140 879, AFSL 525866), which is acting under its own AFSL on behalf of QBE.
Stella Travel Insurance is issued by Pacific International Insurance Pty Ltd (ABN 83 169 311 193) (Pacific) and distributed by Stella Underwriting Pty Ltd (ABN 72 633 811 319, AR 001282046) acting as an Authorised Representative of battleface Insurance Services Pty Ltd (ABN 28 650 606 045, AFSL 536280) (battleface), also operating under the trading name Robin Assist, which is acting under a binding authority as agent for Pacific.
Stella Pet Insurance is issued by Pacific International Insurance Pty Ltd (ABN 83 169 311 193, AFSL No. 523921) (Pacific) and distributed by Stella Underwriting Pty Ltd (ABN 72 633 811 319, AR 001282046) acting as an Authorised Representative of ThePetInsuranceCompany.com.au Pty Ltd (ABN 38 620 795 735, AFSL 536651) (The Pet insurance Company), which is acting under a binding authority agreement as agent for Pacific.
Any advice provided is general only and has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Benefits are subject to the terms and conditions including the limits, sub-limits and exclusions of the insurance policy. You should consider the appropriateness of any such advice, and read the Product Disclosure Statement (PDS), the Target Market Determination (TMD) and Financial Services Guide (FSG) for these products available at www.stellainsurance.com.au, before making a decision to acquire, or to continue to hold, the product.
Stella acknowledges the Traditional Owners of Country throughout Australia and recognises their continuing connection to lands, waters, communities and culture. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.
05.28.2024 backup WeMoney Insurance Awards 2024: Winner – Car Insurer of the Year – Back to back (3 years), Winner – Best for Quality (Car Insurance) – Back to back (2 years), Winner – Outstanding Customer Service (Car Insurance) – Back to back (2 years), Winner – Outstanding Claims Experience (Car Insurance), Finalist – Best for Value (Car Insurance), and Finalist – Outstanding Customer Service (Pet Insurance).
Comprehensive Car Insurance Policies with an effective date prior to 1 May 2024.
Stella Comprehensive Car Insurance issued and underwritten by QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFSL 239545) (QBE) and distributed by Stella Underwriting Pty Ltd (ABN 72633811319) acting as an Authorised Representative (AR 001282046) of Insurtech Gateway Australia Pty Ltd (ABN 27 633 140 879, AFSL 525866), which is acting under its own AFSL on behalf of QBE.
Stella Travel Insurance is issued by Pacific International Insurance Pty Ltd (ABN 83 169 311 193) (Pacific) and distributed by Stella Underwriting Pty Ltd (ABN 72 633 811 319, AR 001282046) acting as an Authorised Representative of battleface Insurance Services Pty Ltd (ABN 28 650 606 045, AFSL 536280) (battleface) which is acting under a binding authority as agent for Pacific.
Stella Pet Insurance is issued by Pacific International Insurance Pty Ltd (ABN 83 169 311 193) (Pacific) and distributed by Stella Underwriting Pty Ltd (ABN 72 633 811 319, AR 001282046) acting as an Authorised Representative of Knose Financial Services Pty Ltd (ABN 38 620 795 735, AFSL 536651) (Knose), which is acting under a binding authority as agent for Pacific.
Any advice provided is general only and has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Benefits are subject to the terms and conditions including the limits, sub-limits and exclusions of the insurance policy. You should consider the appropriateness of any such advice, and read the Product Disclosure Statement (PDS), the Target Market Determination (TMD) and Financial Services Guide (FSG) for these products, before making a decision to acquire, or to continue to hold, the product.
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