How can we Help?

Yes, absolutely! We have a flexible approach to make things simple for you when changes need to be made, with most changes being able to be made by you via the Stella Hub.

Date Change? Switch up your travel dates any time before your journey starts.

Policy Cancellation? If you do so within the cooling-off period, which is within 21 days of purchasing your travel insurance and before you have departed, we provide a full refund.

If you need to cancel after the cooling-off period and you satisfy our eligibility conditions, premiums will be refunded pro-rata from the cancellation date.

Refunds are only possible if you haven’t started your trip, haven’t claimed, and aren’t planning to claim. When a policy cancellation has been accepted, we will process your refund within 15 business days.

Your excess amount was selected at the time of purchasing your travel insurance. You can find your selected excess on your Certificate of Insurance. You are able to change your excess at any point up until the day before you depart for your trip.

This excess is applied on a per Insured Person, per event basis. If an event triggers benefits under multiple covers or sections, the highest relevant excess will apply.

In most cases this should be possible, and you can do this via the Stella Hub. If you have any questions, please get in touch with our team to explore extending your policy. We’ll take several factors into account, including whether the original policy has lapsed.

However, in circumstances where your return is delayed due to a covered event, the policy automatically extends at no extra cost until you can get back to Australia via the fastest route.

Absolutely. Trip Cancellation, if selected, will be covered when unforeseen plans change.

This includes unexpected events like unforeseen illness, medical issues, or even an unexpected passing.

Plus, coverage extends to cancellations or restrictions by the carrier of pre-paid scheduled public transport services, caused by severe weather, natural disasters, strikes, and more. For full details read the PDS.

Your well-being matters! While you don’t need to declare pre-existing conditions when purchasing, it’s crucial to know that, unless it is on our list of automatically covered pre-existing medical conditions, coverage doesn’t apply for losses caused by these conditions.

We define pre-existing conditions as those known, investigated, treated, or requiring prescribed meds/surgery in the 12 months before buying the policy. The definition extends to you, fellow travellers, close relatives, or anyone named on the Certificate of Insurance.

Absolutely, Stella has you covered when it comes to medical expenses linked to COVID-19.

Not only that, if you opt for the Trip Cancellation and Interruption add-on, coverage extends to certain events tied to COVID-19.

Rest assured, claims will be paid up to the limits shown in your Certificate of Insurance and subject to the policy terms and conditions, giving you the peace of mind, you need.

If you contract COVID-19 while travelling and require medical treatment (including testing) during your trip, it would be covered.

However, routine testing required to enter or leave another state or country is not covered under your policy.

If you are diagnosed with COVID-19 and are required to quarantine, you may have coverage under your policy. For example:

– Pre-Trip Diagnosis: If a registered medical provider diagnoses COVID-19 within 14 days before your trip (post-policy purchase), you’re covered under the Trip Cancellation benefit (if chosen and listed on your Certificate of Insurance).

– During Your Trip: If a COVID-19 diagnosis happens during your trip, Trip Interruption coverage (if chosen and on your Certificate) kicks in for prepaid arrangements that you may miss or need to reschedule.

Keep in mind, stay-at-home orders and isolation from potential exposure aren’t covered. We recommend staying informed about this.

Domestic violence is never ok, at home or while you’re away. Our domestic violence cover is included in all travel insurance policies. This feature will apply when your travel plans change, or need to be cancelled, due to the following specific unexpected events;

– If you’re a victim of deliberate violence by a current or former spouse or partner, and the incident has been reported to the police.

– If you experience a deliberate act of violence at the hands of your current or ex-partner, we can give you up to AUD $500 to go towards counselling services.

– If you have Trip Cancellation and Interruption cover, you can also claim up to AUD $200 for any additional daily accommodation expenses for a maximum of seven days.

When overseas, up to a maximum period of 12 months, we’ll cover the essential medical treatment, including practitioner fees, hospital costs, and in/out-patient care.

Plus, in a difficult situation involving deliberate violence by a current or former spouse/partner, we will provide up to AUD $500 for counselling services.

Travelling with a little extra luggage? Don’t let pregnancy stop you from travelling.

It doesn’t matter how far along you are in your pregnancy; if your doctor has given you the okay to travel, we’ll cover you. That means we’ll pay for essential treatment for any serious complications that may happen on your holiday. You’ll just need to provide a doctor’s note if you’re past 19 weeks for twins or multiple children or 24 weeks for a single child. We’ll cover unexpected serious complications of pregnancy and childbirth.

However, certain exclusions apply, including childbirth costs overseas and newborn care. Also, cover depends on factors like the stage of pregnancy and medical history:

– No Cover for Birth: Costs related to childbirth aren’t covered at any pregnancy stage, even overseas.

– Newborn Care: Expenses related to caring for a newborn, even in case of premature birth abroad, aren’t covered.

– Timing Matters: No cover if pregnancy goes beyond the 24th week for a single child, or 19th week for twins/multiple children, unless medically cleared.

– Complex Cases: If conception was medically assisted, if complications arose, or if previous pregnancies had issues, coverage might not apply.

Exploring with little adventurers? As part of Emergency Medical and Additional Expenses, we’ll cover up to AUD $200 for a maximum of 5 days for child minding services during each 24-hour hospital period, if you’re a parent or guardian who requires a hospital stay or confinement during your trip.

This insurance excludes certain sports and activities. Please see the PDS for the full list of excluded activities.

Unfortunately, our Snow Pack doesn’t cover certain snow activities. Off-piste skiing (unless guided), freestyle skiing, ski-jumping, acrobatics, stunts, extreme skiing/snowboarding, skeleton, luge, and similar activities aren’t covered under this policy.

We cover up to AUD $2,000 per insured person for essential temporary dental treatment to relieve immediate pain or discomfort in healthy teeth.

Also, if your dentures or orthodontic appliances need emergency repairs just for eating comfort, we’ve got that covered too.

Travel assistance can be just about anything you need while travelling (or even before).

It covers a range of services – from lost baggage and passports to travel tips and emergency messages to loved ones. Basically, whatever you need for a smooth journey, we’ve got it covered.

For general enquiries or support, call us on 1300 633 811, reach out to us via live chat online or email us at hello@stellainsurance.com.au. Our friendly team is here for you from 9am – 5.30pm (Local Sydney Time), Mon – Fri.

For 24/7 emergency assistance, call us on 1300 633 811 from Australia, or +61 2 7202 0824 if you’re overseas, or email us at help@robinassist.com.

Feeling under the weather while globetrotting? No worries – we’re on it!

We’ll connect you with a local licensed medical professional. We’ll monitor your condition, and if medically necessary, make arrangements to transport you to the nearest medical facility that can properly treat you. This includes medical emergencies occurring onboard a cruise ship (for those who have bought the optional Cruise Pack).

Regardless of the type of travel emergency—from a natural disaster to terrorist attack, to a serious injury—we can help you. Contact us soon as possible and we’ll guide you every step of the way.

Call us in the time or emergency on 1300 633 811­­ within Australia, or +61 2 7202 0824 from overseas, or email us at help@robinassist.com.

If you have opted for our Motorcycle and Moped Pack, you will be covered if you hire a motorcycle or moped as a rider during your trip. However, cover will not be provided if –

– The engine capacity is greater than 250cc;
– You don’t hold a valid Australian Motorcycle or Motor Vehicle licence;
– You are driving without a helmet or participating in a racing, motocross, or professional capacity.

You will need to add your little ones to the policy for your kids to be covered. Don’t worry they are much less expensive to provide cover for than the parents. The other good thing is that the benefits are provided on a per person basis for everyone listed on your policy, giving you more coverage for when the unexpected happens.

Taking to the seas? With our Cruise Pack add-on, you will be covered for claims relating to or while cruising during your trip. For example, in the event of an illness requiring cabin confinement, we’ll pay up to the limits applicable for Hospital benefit and confinement.

For general exclusions and special conditions please refer to the PDS here.

To be covered out on the slopes, you must purchase our Snow Pack. When you are participating in winter sports, such as amateur skiing, snowboarding and sledding, on groomed terrain, marked slopes or trails that are maintained and monitored within ski resort boundaries, we’ll cover costs for –

–  Prepaid Costs: We’ll pay for non-refundable, pre-paid ski lift passes, snow sport equipment, hire or tuition fees you can’t use due to injury or illness sustained during your trip.

– Ski run closure: We’ll pay if you’re prevented from skiing at a pre-booked ski resort for more than 24 continuous hours during your trip due to insufficient snow or too much snow causing a total closure of the lift system.

– Hiring replacement snow sports equipment: If your snow sports equipment is lost, delayed, or damaged during the trip, we’ll pay the necessary cost of hiring replacement equipment.

All claims must be supported by receipts. For payable limits please refer to the PDS.

If your return to Australia is delayed for at least 24 hours, due to reasons beyond your control, we will cover up to AUD $50 per day to a maximum of AUD $500 if you have selected this option as part of your policy and need to extend your pet boarding arrangements.

If you rent a vehicle during your trip that includes comprehensive car insurance cover, you will need to select the Rental Vehicle Excess optional cover to be covered.

We’ll cover you for the rental vehicle insurance excess or repair costs (whichever is lower) you’re liable for if the rental vehicle is damaged or stolen while in your control during the trip; or the cost of returning your rental vehicle to the nearest depot, including related airport concession charges, if you can’t return the vehicle due to an event covered by this policy.

We won’t cover any claim for an event occurring outside the hire dates nominated on the Certificate of Insurance; or the operation of a rental vehicle in violation of the terms of the rental agreement. For example, driving on unsealed roads.

For general exclusions and special conditions relating to this option, please see the PDS.

If you have selected our Luggage and Personal Effects cover, we’ve got you covered for the following situations, up to the amount you select and is shown on your Certificate of Insurance:

Missing Baggage: If your carrier confirms your luggage is delayed or misplaced for a period of more than 12 hours, you can claim up to AUD $300 per insured person to buy essential items. Just remember, this benefit doesn’t apply for the trip back home. Good news: no excess applies to these claims. And if your lost items are found, we’re on it – covering the shipping costs to reunite you with your stuff.

Damaged Items: We’ll repair damage where practical and economical to do so.

Stolen and Lost Items: We’re on it – replacing items where available from our trusted suppliers.

Beyond Repair or Replacement: For items beyond fixing or replacing, benefits are calculated based on the depreciation table included in the PDS.

Pair or Set Loss: If part of a set goes missing, we’ll sort it based on the lesser of repair costs or original set price (with depreciation).

Medication Mishaps: Up to AUD $500 for replacing prescription meds overseas, damaged, stolen, or lost during your trip.

Passport and Visa: If they go MIA during your adventure, we’ll cover the cost for replacement, plus travel costs up to AUD $5,000.

Credit Card Safety: Unauthorised credit card use due to theft or loss during the trip? We’ve got your back, provided you’ve met the credit card company’s terms.