If we’ve asked you to prove your No Claim Discount (NCD), you can either send us your current renewal notice or a letter from your previous UK insurer. Proof must be on the Insurance providers letter head and: Include your name Be less than two years old State the number of years NCD Include the expiry date Have been used on one vehicle at a time If there is a gap between the date of your NCD proof and the start date of your new Stella policy with us, we’ll also need an additional letter with the following information: Reason for the gap in cover Details of any claims or convictions during the gap period Details of whether the NCD is still being used on another car

How can we Help?

It’s important you know the ins and outs of your cover.

What happens if my car is stolen and not recovered, or too damaged to repair?

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.

Can I drive my car after the accident?

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 I claim for windscreen damage, does it affect my NCD?

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).

How can I get my windscreen repaired?

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

How do I claim my car insurance excess back?

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.

The car accident wasn’t my fault, when do I get my excess back?

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.

What is a car insurance excess?

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.

Do I get a hire car to use while my car’s being repaired?

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.

What should I do if someone makes a claim against me?

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.

What information do I need to make a claim?

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.

What number should I call to make a claim?

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

How can I make a car insurance 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.

Why choose Stella?

Stella is a brand and business built primarily with women in mind and our products and services have been designed in collaboration with women. At Stella we’re not just about insurance, we’re about building a community that you’ll love being a part of too.

How can I reach the Stella team?

You can always get in touch with our team through our website or by calling us on 0333 996 9718.

We are open from 9 am to 5:30pm Monday to Friday.

Alternatively, feel free to send us an email to hello@withstella.co.uk or get social by following us on Instagram and Facebook.

What policies does Stella offer?

Right now, we offer Comprehensive Car Insurance and Telematics Car Insurance, but we will be rolling out other great Stella products in the future. Join our mailing list to be the first to hear what we’re up to.

How do I retrieve my quote?

If you provided your email address, we would have sent an email containing your quote when it was first made. Try checking your ‘Junk Mail’ folder in case it went there. In the email there will be a ‘Recall Quote’ button you can select, which will allow you to recall your quote, make changes and set up the policy. You will need your quote reference (contained on your quote email) postcode and date of birth.

If you can’t find the email, feel free to give our team a call on 0333 996 9718 so they can assist you in locating the quote with either your email address, registration number or phone number. We are open from 9 am to 5:30pm Monday to Friday.

Our quotes are only valid for 30 days but don’t worry as we’ll happily provide you with a new quote if it has expired.

How do I get Stella Insurance?

The full Stella experience is available through our website, or you can purchase a policy by calling us on 0333 996 9718. We are open from 9 am to 5:30pm Monday to Friday.

Where can I find my policy documents?

Your policy documents were attached to your Stella welcome email. We’ve also added all your policy documents to your Stella online account for safe keeping. In your account you’ll find:

Statement of Demands and Needs
Terms of Business
Statement of Facts
Insurance Product Information Document (s)
Certificate of Insurance
Schedule of Insurance

If you haven’t already done so, it only takes a few seconds to register and access your online account, you can do so using the link below.

You’ll need your web reference which was located in your Stella welcome email. If you’ve already registered, then you can log in straight away.

How do I know what my policy covers?

You get to see a summary of your coverage and a preview of your customised policy before you pay.

You’ll be able to edit your cover and other policy settings such as the excess, start date, and more – all before you finalise your policy. After payment, we will instantly issue your final policy and send it to you by email.

How do I make changes to my policy information?

Making changes to your policy has never been easier. You can simply log in to my online account to update your address, your mileage, your vehicle, your vehicle usage and additional drivers. If you get stuck or have questions, our team are always here to help in case you need to talk to someone. We are open from 9 am to 5:30pm Monday to Friday and feel free to give our team a call on 0333 996 9718 and they will be happy to assist you.

I’ve changed my car, how do I transfer my existing car insurance to my new car?

You can simply log in to my online account to update your car.

Depending on whether your new car costs more or less than your old one, you may be required to pay an additional premium or will get a refund on your premium paid.

If you get stuck or have questions, our team are always here to help in case you need to talk to someone. We are open from 9 am to 5:30pm Monday to Friday and feel free to give our team a call on 0333 996 9718 and they will be happy to assist you.

If I use my car for Uber driving or other car sharing services am, I covered?

Unfortunately, no. Stella does not cover Uber or any other car-sharing services where you transport people for a fee

What is NCD proof?

If we’ve asked you to prove your No Claim Discount (NCD), you can either send us your current renewal notice or a letter from your previous UK insurer. Proof must be on the Insurance providers letter head and:

Include your name
Be less than two years old
State the number of years NCD
Include the expiry date
Have been used on one vehicle at a time

If there is a gap between the date of your NCD proof and the start date of your new Stella policy with us, we’ll also need an additional letter with the following information:

Reason for the gap in cover
Details of any claims or convictions during the gap period
Details of whether the NCD is still being used on another car

What should I do if I don’t have proof of my No Claim Discount (NCD)?

You should have received proof of your NCD on the renewal invitation from your previous insurer, or via a proof of NCD letter. If you can’t locate this, please contact your previous insurer and request a copy.

How do I submit proof of my No Claim Discount (NCD)?

Sending us proof of your NCD is easy! Please log into your customer portal. You will be able to use the ‘Upload Your Documents’ section to upload the documents that we need.

I’ve forgotten my password to my customer portal – what should I do?

Don’t worry! If you have forgotten your password to your online account, you can reset this easily using the ‘Forgotten your password’ link on the login page of the customer portal. You will need the same email address and postcode that appears on your policy documents.

To ensure we are keeping your information secure, you will need to answer your security questions to receive a Password Reset link to your email address.

Do I have breakdown cover with my car insurance?

Our Breakdown Cover is an optional extra that can be purchased at the time of purchasing your Stella policy.

You can find details of the optional extras that you selected for your car insurance policy on your policy documents or by logging into your online account.

Where can I find my car insurance certificate?

Your car insurance certificate along with all other policy documents were attached to your Stella welcome email. We’ve also added all your policy documents to your Stella online account. Here you’ll find:

Statement of Demands and Needs
Terms of Business
Statement of Facts
Insurance Product Information Document(s)
Certificate of Insurance
Schedule of Insurance

If you haven’t already done so, it only takes a few seconds to register and access your online account, you can do so using the link below. You’ll need your web reference which was located in your Stella welcome email. If you’ve already registered, then you can log in straight away.

If I’ve recently had an operation (including a caesarean section), am I insured to drive?

We’re happy for you to drive if your doctor has given you the go ahead after your operation and the DVLA are happy for you to hold a licence.

You don’t need to tell us about your operation but if you’re unsure please always check with your doctor.

Do I have a cooling off period of 14 days to cancel my policy?

If you’re not happy or have simply changed your mind, you have a 14-day cooling off period subject to Terms and Conditions. Please see our Terms of Business for more information.

What if I want to cancel my policy?

Cancelling your car insurance policy is always possible, but how this affects you financially will depend on when you cancel the policy. Please refer to the Terms of Business and your policy wording for more information.

You can get in touch with our team on 0333 996 9718 and they will be happy to assist you. We are open from 9 am to 5:30pm Monday to Friday.

And if you ever want to come back – no problem, we’ll just have to create new policy for you. Know that our prices change from time to time, so your new policy may come with a different rate.

How do I install my device?

If you’re having trouble installing your telematics device, have a look over our installation guides below for the device that you are trying to install, and follow the steps.

You’ll have your device installed in no time.

12v Telematics Device

Step 1

Turn the ignition off

Once you have removed your 12V device from the packaging, locate the 12V socket. It is usually in the front console of your vehicle, use the vehicle’s handbook if you cannot find it.

Plug your 12V device into the socket using the instruction leaflet provided, ensuring you have pressed firmly so it’s securely in place.

Step 2

After a few seconds, your 12V device should have an illuminating ring (either blue or amber). You should use your designated smartphone app to confirm successful connectivity at this point.

If you cannot see an illuminating ring and it is safe to do so, please switch on your ignition as some vehicles shut down the power supply to the 12V socket during periods of inactivity.

If the translucent ring is not illuminated once the ignition is on, you may need to complete a short journey.

If you have concerns that your 12V device does not have an illuminating ring and may be not receiving power, please move on to step 3.

Step 3

The easiest way to check that your vehicle is supplying power to your 12V socket is to plug in an alternative vehicle accessory such as a phone charger.

If this fails to operate, then it is possible the vehicle fuse supplying the socket may be defective. Please consult your vehicle operator’s handbook for advice.

Step 4

Once you have confirmed the illumination on your device then you are all set up!

Remember to download your app located in your insurance policy welcome email.

OBD-II Telematics Device Installation

Step 1

Plug in your telematics device.

Your telematics device is inserted into your cars OBD-II (On-Board Diagnostic) port. This provides access to the data from the various systems of your vehicle.

It is usually located just under the dashboard behind the steering wheel, but this can vary depending on the make and model of your car. It can also be found in the engine bay, under the handbrake and in the luggage compartment.

Step 2

To help you locate the OBD-II port in your car, use this handy OBD Port Locator tool.

My device hasn’t arrived?

Devices are shipped from our UK distribution centre within 3 working days of policy purchase, using Royal Mail 48hr delivery. We’ll email you once your device has been despatched.

If your device hasn’t been received by day 6 from policy purchase or you’ve not received confirmation of despatch, please contact withstella@freedomconnect.co.uk Please be sure to include your postcode and vehicle registration number to help us identify your policy.

How do I install/activate the App?

Download the insurance app on iOS or Android
Open the app and select Activate
Enter your Email Address and Activation Code (this would have been provided in your Welcome email)
You will need to choose a username, password and accept the Terms & Conditions and Privacy PolicySelect or enter your mobile number to receive an access code via SMS
Enter the code and that’s it!

I’ve plugged in my device and it’s not reporting

Please ensure the device is fitted firmly in the port. There should be a light on the device to show that it is receiving power. If you cannot see a light you may need to switch your ignition on.

Once you’ve installed and made your first trip, you’ll be able to see confirmation in your app that your device is active and reporting.

If you have followed the above steps and there is still no light showing, or the device is not reporting please contact us using the details shown in your app or email us withstella@freedomconnect.co.uk

You’ve told me my device is unplugged, what do I do?

Whilst your vehicle ignition is switched on, double check that your device has a light showing. It may have become loose whilst driving. If no light is present, please switch off your ignition, remove the device and wait for a minute or two and then reinstall, ensuring the device is plugged in fully. You should use your app to confirm the device shows as installed. If it is not showing as installed it may require a short journey. To check your device is successfully installed and reporting, please refer to your smartphone app.

If you have followed the above steps and there is still no light showing, or the device is not reporting please contact us using the details shown in your app or email us at withstella@freedomconnect.co.uk

You’ve told me that my device is not reporting data, what do I do?

Whilst your vehicle ignition is switched off, please remove the device, wait for a minute or two and then reinstall, ensuring the device is plugged in fully. If you turn your ignition on there should be a light on your device. You should use your app to confirm the device shows as active and reporting. If it is not showing as installed it may require a short journey. To check your device is successfully installed and reporting, please refer to your insurance smartphone app.

If the device is still not showing as active in the app, please remove the device from the port for an hour and plug it back in. Turn the ignition on for a few minutes and check your app.
If you have followed the above steps and there is still no light showing, or the device is still not reporting please contact us using the details shown in your app or email us at withstella@freedomconnect.co.uk

You’ve asked me to return my device, where do I send it?

Please place your device in the original packaging or a padded envelope and address the parcel to ‘Freepost Trakm8’

Your parcel can be put into a post box or at your local post office, and that’s it!

We recycle our devices to help reduce our carbon footprint.

Can I have a different device to the one that you have sent me?

The device you’ve been sent has been assessed as the best fit for your specific vehicle according to its make, model and year. If you believe this to be incorrect or have concerns, contact us on 0330 123 3833

Why can’t I see my score yet?

You’ll need to have driven for at least 4 days, covering a minimum of 40 miles before we can display your driving score. This is to ensure we’ve got a good understanding of your driving behaviour.

How is my score calculated?

We use your driving data to score you based on many factors, including but not limited to:

Time of day
Speed
Cornering
Braking
Road type usage

These factors are combined and weighted to provide your overall driving behaviour score. This means that your overall score will not be an average of all scores equally. Nighttime driving includes any trips made between the hours of 11pm-5am.

My data looks incorrect, what should I do?

It’s rare for our system to make errors, but mistakes can happen. if you believe there’s an error in your data, please provide as much detail as possible, including screenshots to withstella@freedomconnect.co.uk

Experiencing financial difficulty?

If you’re experiencing financial difficulty, we’re here to listen. Please call our customer service team on 0333 996 9718 to see what options are available to you. We are open from 9 am to 5:30pm Monday to Friday.

How do I make a complaint?

Sometimes things don’t go to plan, so please let us know if you feel like we’ve let you down. We’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer.

We want you to feel like you’re being looked after every time you chat with us. If you don’t feel we have delivered this, we want to know about it.

If you’re not happy with our products or services or a decision made in relation to your insurance, we’d like to know straight away so we can do our best to fix it for you. Whether it’s a communication mishap or a service that didn’t meet your expectations, the only way we can fix it is if you talk to us.

You can get in touch with us using our Contact Us form on the Stella website or by calling us from 9 am to 5:30pm Monday to Friday on 0345 528 0256.

How can we Help?

It’s important you know the ins and outs of your cover.

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