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.
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 in online from any device and select the Pet’s policy you wish to make a claim for.
Select ‘New Claim’, take a photo or upload your invoice and tell us what happened. Click ‘Submit’ and you’re done.
All your Vet needs to do is email a copy of the invoice and clinical notes to: petclaims@stellainsurance.com.au. 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:
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.
| 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.Â
Settlement is usually processed on the business day after communicating the assessment outcome to You.
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.
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:
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:
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.
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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