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.
You shouldn’t drive your car if:
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).
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:
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 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.
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:
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.
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.
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.
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:
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.
Our claims team are available 24/7 and can be contacted on 0345 528 0076.
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:
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.
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.
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.
Right now, we only offer Comprehensive Car Insurance, but 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.
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.
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.
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:
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.
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.
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.
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.
Unfortunately, no. Stella does not cover Uber or any other car-sharing services where you transport people for a fee
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:
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:
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.
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.
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.
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.
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:
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.
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.
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.
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.
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.
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.
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Stella is a trading style of Freedom Brokers Ltd. Freedom Brokers Ltd is an appointed representative of Action 365 Ltd which is authorised and regulated by the Financial Conduct Authority (FRN 306011). Freedom Brokers Ltd is registered in England and Wales, company number 10399389 and its registered address is BizSpace Cheadle, Cheadle Place, Stockport Road, Cheadle, Cheshire SK8 2JX.
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