Need to
make a claim?

Reporting a claim can be stressful enough especially when you’ve been involved in an incident. 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

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. The quickest and easiest way to report a new claim is via telephone. Our claims specialists are available 24/7. Please call us on 0345 528 0076.

Our claims team are available 24/7 and can be contacted on 0345 528 0076.

The more information you can provide us with, the better. At a minimum, please try to collect the following, where another party is involved, irrespective of who’s at fault:

• The name, address, phone number and licence details of any drivers involved
• The make, registration and insurer of the other cars involved
• The contact details of any witnesses

If possible, take photos using your phone, it will all be super helpful for your claim.

Our claims team are available 24/7 and can be contacted on 0345 528 0076.

The best thing to do is contact our claims team so we can anticipate contact from the third party’s insurer.

We’ll handle all communication between the third party and their insurance company on your behalf.

Our claims team are available 24/7 and can be contacted on 0345 528 0076.

This will depend on whether or not you have purchased the Replacement Vehicle optional extra.

If the claim is not your fault, the other party will usually pay for you to be provided with a hire car for the duration you are without a car or for as long as it takes to settle your claim.

In the event of a claim being your fault, or where you are unable to claim from a third party, we will cover the cost of the hire car for the duration you are without a car or until your car is recovered, repaired or written off (whichever is first and provision will be up to a maximum of 3 days after settlement payment has been issued).

Please note that we don’t cover the other costs related to the hire car such as petrol, upgrades, tolls, traffic fines, accidents or other losses or insurance excess reduction.

To put it simply, a car insurance excess is the amount you personally have to pay if you make a claim.

There are two different types of excess:

• Compulsory excess is a fixed excess, set by Stella, which is the amount you will have to pay if you make a claim. The amount is variable depending on your circumstances.
• Voluntary excess is the amount that you opted to pay when you personalised your Stella insurance quote and is payable in addition to your compulsory excess, if you make a claim.

Everyone’s excess is different, so to find out how much you may need to pay in the event of a claim, please check your policy documents.

For some claims, you’ll need to pay an excess. You can find your excesses on your car insurance details. Each driver may have different excesses.

If you’re in an accident that we believe is not your fault, we will not charge you an excess. However, there may be times we require you to pay the excess while we investigate the claim which could take time as the other driver could deny causing the accident or their insurer might not reply to us straight away. If the claim is settled in your favour, you are entitled to claim a refund of your excess directly from the third party insurer. If you have selected Motor Legal Protection as an optional extra, the service may be able to support with the recovery of your excess.

If the claim is settled in your favour, you are entitled to claim a refund of your excess directly from the third party insurer by requesting contact details. If you have selected Motor Legal Protection as an optional extra, the service may be able to support with the recovery of your excess.

For windscreen repairs and replacements, the quickest and easiest way to report a new claim is via telephone. Our claims specialists are available 24/7. Please call us on 0345 528 0076. The good news if that with Stella you’re covered for windscreen replacements or repairs without it affecting your No Claim Discount (NCD).

To make a claim, you’ll need:

• your policy number and registration
• details of what happened and when

No, your NCD won’t be affected.

With Stella you’re covered for windscreen replacements or repairs without it affecting your No Claim Discount (NCD).

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 damaged
• The temperature gauge is too high
• the damage interferes with normal driving.

If we agree that this is the case, then we’ll declare your car a total loss and settle your claim in accordance with the terms of your policy.