Need to make a claim?

We’re here for you 24/7.
header_claim-2

What to do if you’ve had an accident


Call 000 immediately if

  • 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


Collect info & take pictures

  • 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 anything else that might support your claim
  • Get a police report number, if they attend


Call us for a tow

If your car cannot be driven away, call us on 1300 633 811 for a tow. We'll assist with towing your car to the nearest safe or secure place or our accredited repairer. If you're covered for it, we can also arrange a hire car for you.

Make a claim

Lodging a claim can be stressful enough especially when you’ve been involved in an accident. Every claim is different, just like you. That’s why we’re here to help you every step of the way.  Our claims team is available 24/7 to resolve your claim as quickly as possible and get you back on the road.

General Claims

Glass, accidents, incidents, theft and vandalism.

To make a claim, you’ll need:

• your policy number
• details of what happened
• details of other people involved, such as names and contact details of third parties and witnesses

You should make your claim as soon as you can after the incident. You can make your claim online or call our claims team 24/7.

Roadside Assistance

For when your car has broken down or won't start.

To report a breakdown, you’ll need:

• your name and contact number
• your car registration number
• your breakdown location
• a description of the problem

We're here to help 24/7, every day of the year.


What happens next?

We’ll review your claim and come back to you within 48 hours. 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.

Frequently asked Questions

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:

  • It’s obviously not safe to drive
  • It’s unroadworthy due to the damage
  • The lights have been damaged
  • The radiator is leaking
  • The engine or transmission has been damage
  • The temperature gauge is too high
  • Been damaged and interferes with normal driving.

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.

If we agree someone else was at fault and you tell us their name, address and car’s registration, you will not need to pay an excess.

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.

 

If your car needs to be repaired, that’s where QBE’s Accredited Smash Repairer gets to work. QBE’s hand-picked nationwide repairer network has been chosen for a reason; they’ll take care of you and your car, so you have a great claims experience. QBE have selected them because they have the right knowledge, skills and equipment, so you can trust their service and safe repairs.

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 QBE has 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 QBE Accredited Smash Repairers must meet QBE standards. 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 QBE’s accredited repairers are:

 

  • Quality inspections
  • QBE provides a lifetime guarantee on the workmanship and materials used in your repairs
  • They maintain professional business premises
  • They use the latest repair equipment
  • They’ll wash and vacuum your car before you pick it up.

QBE guarantees 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 633 811 so we can arrange inspection of your car.

Still looking for more information?

Stay in touch

Subscribe to our mailing list and get the freshest stories from Stella