Making a claim is
quick and easy

Lodge a claim online or by phone and we won’t ask you to complete any paper claims forms. We’ll even contact the vet for you. Log in to get started.

How to make a claim

Submit a claim in two shakes of a tail

Before You lodge a claim, you can call our customer care team on 1300 633 811 to find out if a Condition or Treatment is likely to be covered. If we tell you a Condition or Treatment is not likely to be covered, we will never discourage you from lodging a claim, and your claim will be fully assessed upon lodgement and receipt of all required information.


Your proof

Get a copy of your paid invoice and your Vet’s clinic notes or pet’s full medical history if this is your first claim.


Log into your Stella Account

Log in online from any device and select the Pet’s policy you wish to make a claim for.


Make a claim

Select ‘New Claim’, take a photo or upload your invoice and tell us what happened. Click ‘Submit’ and you’re done.

Confirming the receipt of your claim only takes a few minutes. We will contact your Vet for a copy of the clinic notes that relate to the invoice. If this is your first claim, we will also ask your pet’s previous Vets for full medical history unless a Pre-existing Condition1 assessment has already been completed.* You should submit your claim within ninety (90) days from the date of Treatment.
1 Pre-existing Condition assessment There is no cover for Pre-existing Condition unless an exception to the Pre-Existing Condition exclusion is approved by Us.  In general, a Pre-existing Condition is any Injury, Illness, Dental Illness, Behavioural Problem or Specified Condition that first occurred or whose symptoms were showing; or was identified or investigated by a vet, or you could reasonably be expected to be aware of, before the start of Your Pet’s policy, or during a relevant Waiting Period.  A Condition is considered Pre-existing whether or not it’s been officially diagnosed or treated. When We conduct the assessment of Your first claim We will also arrange for a full assessment of Your Pet’s medical history unless a Pre-existing Condition assessment has already been conducted.  You will be reasonably required to aid in the process of obtaining Your Pet’s medical history e.g. by providing details of any Vets Your Pet has seen in the past. This assessment will establish what Pre-existing Conditions Your Pet has, if any. Where an assessment has been completed that results in the identification of Pre-existing Conditions, We will provide You with an updated Certificate of Insurance which lists those Conditions along with confirmation of the required symptom-free period for each Condition for Us to consider exception from the Pre-existing Condition exclusion. Please see the Product Disclosure Statement for more details.

Did you know your Vet can lodge your claim for you?

All your Vet needs to do is email a copy of the invoice and clinical notes to: Once we receive the details from your Vet we will contact you via email to confirm the receipt of your claim.

Most Vets provide clinical notes in 2-3 business days, but in busy times it can take longer. We will keep you updated when we receive the notes or if we need you to follow-up your Vet.

We’ll review Your claim to see if We can assess it quickly without further information.

If no more information

We may be able to assess Your claim without additional information. If so, We will assign it to the Assessment team.

If more information required

We may need to contact You or Your current and/ or previous Vets to: 

  • discuss any details about Your claim
  • ask for any reasonably necessary information and/ or records about Your Pet. We may decline a claim if You or Your Vet refuse or are unable to give Us any reasonable information We need to assess Your claim.

We aim to do an initial check to see if We can assess Your claim within 2 business days.

We will keep You updated on obtaining more information from Your Vet.

Our Australian-based Assessment team will assess Your claim. We aim to assess all claims within 5 business days of receiving all necessary information If approved, the benefit payable will be calculated. The Benefit Percentage You picked when You took out Stella Pet Insurance is the proportion of Vet Costs that We cover in the event of a claim, less any outstanding Annual Excess up to the Annual Limit of Your Policy (unless You changed the Benefit Percentage). The outcome of Our assessment will be communicated in just a few minutes after We have completed it. Please see the following examples.
Benefit Percentage 70% 80% 90%
Claimed Vet Costs (after Annual Excess) $1,000 $1,000 $1,000
We pay $700 $800 $900
You pay $300 $200 $100

In most cases, We will settle Your claim directly with You. We won’t pay the Vet or other service provider unless You instruct Us otherwise and the provider has authorised direct payment or at Our election. 

Settlement is usually processed on the business day after communicating the assessment outcome to You.

PDS Pet Insurance

Expert help for your furry friend 24/7

If you’re worried about your pet you can use our Pet Health Hotline to speak to a registered vet nurse anytime day or night. Stella’s pet insurance customers have unlimited free access to the Pet Health Hotline and it can be used 24/7.

It’s useful if you’re unsure if your pet needs a trip to the vet or if you want expert advice on any accidents or illnesses. It doesn’t replace your local vet, but it may help give you peace of mind for those times when a vet visit isn’t practical.

Stella Stories

Your dose of news to inspire, educate and celebrate Stella women.

Want to know more?

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.

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.

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