How can we Help?

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

Car FAQs

No, we are not for women only. We are a female-focused brand with a vision to balance the gender biases that exist for women. In saying that, we insure men and non-binary too and see ourselves as an inclusive community.

We have thousands of customers who are men and non-binary and are proud that our customers are supportive of our position to support and empower women.

How do I get Stella Insurance?

The full Stella experience is available through our web app, or you can purchase a policy by calling us on 1300 633 811, 9am – 5.30pm (Local Sydney Time), Mon – Fri. We currently offer Comprehensive Car Insurance, Travel Insurance and Pet Insurance nationally, and will be rolling out other products in the future.

How can I reach the Stella team?

You can always get in touch with our team through our website or by calling us on 1300 633 811, 9am – 5.30pm (Local Sydney Time), Mon – Fri, or feel free to send us an email to hello@stellainsurance.com.au whenever you need our help.

Is my information kept confidential?

We highly value and respect your privacy. Transparency and integrity during the processing of your personal data is very important to us. We comply with data protection regulations, including the EU General Data Protection Regulation. In fact, we like to say we are GDPR compliant by design, building Stella with the customer as our focus. Details on how we process your personal data can be found in our Privacy Policy.

How do I retrieve my quote?

If you provided your email address, we would have sent an email of 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 ‘Get Covered Now’ button you can select that will take you to where you left quote at. If you can’t find the email, feel free to give our team a call on 1300 633 811 9am – 5.30pm (Local Sydney Time), Mon – Fri, they can assist you to locate the quote with either your email address, registration number or phone number.

Our quotes are only valid for 30 calendar days, so depending on when you made the quote, it may have expired. If this is the case, you will need to get a new quote

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.

Why does my policy include an admin fee?

At Stella we aim to be completely transparent with any costs and fees. Therefore, we have chosen to disclose the administration fee separately on your premium breakdown.

We charge an annual administration fee which is payable when you enter or renew your insurance policy. An administration fee is charged to cover costs associated with opening, maintaining or closing an insurance policy.

Can I pay via BPAY® or a Direct Debit from my bank account?

Currently, your monthly premium instalments are debited from your nominated debit or credit card on your scheduled instalment date each month. We aim to offer other payment options in the near future to have options that suit your needs.

How do I change my payment details?

It is super easy! You can change your payment details at any time via your online customer portal. Simply log in at the top of the web app and select the policy you want to update your details for. Then select ‘Update Payment Details’ to securely enter the preferred debit or credit card. You will be shown a green tick once this has been confirmed.

If you have missed a payment and need us to retry the outstanding amount to your updated card, please contact us via Live chat, email or call to arrange a retry.

What if I want to cancel my policy?

You can cancel your policy at any time by giving us a call. If you have paid an annual premium, you will receive a refund for the unused portion of your premium. If you pay your premium by monthly instalments, we will not provide a refund.

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 make changes to my policy information?

It’s super easy! You can either update your details online by hitting the ‘Login’ button at the top of our web app. Simply log in and select the policy you want to update your details for and we will guide you through the rest of the process there. Or you can get in touch with our team on 1300 633 811 and they will be happy to assist you.

Within your account you can access your policy documents.

What if I need to change my car?

Firstly, congrats on the car! In a matter of minutes you’re able to update your old car to the new, right there from our online customer portal. Depending if 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’re having trouble updating online – just contact our dedicated Customer Experience team team on on 1300 633 811 9am – 5.30pm (Local Sydney Time), Mon – Fri.

Why has my renewal premium increased?

You’ve held your Stella policy for 12 months, where has the time gone? At renewal, there are many factors that are taken into consideration to generate your renewal invite. Factors such as your claim history from the previous period of insurance, the age and value of your vehicle, the risk rating of the area in which the car is kept and any changes you decide to make at the time of renewal.

If you would like to take a closer look at your renewal with a member of our team, feel free to contact us on 1300 633 811 9am – 5.30pm (Local Sydney Time), Mon – Fri, and they would be happy to discuss any changes with you.

Am I covered after a caesarean?

Congratulations on your new baby! Before you can get back behind the wheel, we will need you to get the all clear from your doctor first. We don’t require you to send us any documentation, as long as your doctor says its safe for you to drive, then you’re good to go. At claim stage, documentation would be required such as doctor certificate if within the period of C-section, which is typically between 4-6 weeks.

Do I need to add a learner driver to my policy?

Don’t stress! There’s no need to update your policy to include a learner driver. They’re automatically covered under your policy, as long as they’re supervised by a properly licensed driver.

Will my child’s policy be cheaper if I insure their car under my name?

Feeling nervous? Generally, yes, however if your son or daughter has their own car then it should be insured in their name. This also allows them to create their own insurance history and at each renewal they may be entitled to other Stella benefits and incentives.

Note: For your child to be a policyholder, they must be a registered owner of the car.

If I lend my car to a friend, are they covered?

Good news is your policy covers anyone who drives your car even if you haven’t listed them on your policy. However, additional excess may apply in addition to your basic excess in the event of an incident.

Note: Anyone who drives your car more than twice per month should be listed on your policy. It’s easy to add and remove drivers as required.

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

Unfortunately, no, Stella does not cover Uber or any other ridesharing services where you transport people for a fee, such as through a ridesharing company’s booking app. You can reach out to the Insurance Council of Australia to find cover that’s right for you.

What information do I need to make a claim?

The more information you can get the better. At a minimum you should try and collect the following, irrespective of who’s at fault:

the name, address, phone number and licence details of any drivers involved (Front and back photo of licences would be preferable)
the make, registration and insurer of the other car(s) involved
the contact details of any witnesses (emergency personnel, tow drivers etc)

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

Don’t worry, our claims team are here to help and will deal with anyone involved or witness to the incident on your behalf. However, due to privacy laws, authority needs to be provided by the insured, for us to act on their behalf.

What do I do if I have a car accident?

If you need urgent help such as organising a tow please refer to the regulations for your State to help you arrange a tow.

Towing Allocation Schemes in Australian States:

Victoria: Utilises a centralised system managed by the state government to dispatch licensed tow truck operators.
New South Wales: Employs the Tow Truck Allocation System using GPS technology to ensure fairness and efficiency.
Queensland: Tow truck operations are regulated by zonal restrictions without a statewide allocation scheme.
Australian Capital Territory: Similar to Victoria, using a government-regulated system.
South Australia: Operates via the Accident Towing Rosters, dividing the state into zones, each with accredited operators.

What to do following a car accident:

Make sure you and anyone else who was in your car are safe and your car is secure so it will not be damaged further.
For EVs: Immediate Actions: In case of an accident, prioritise safety by contacting emergency services if there are injuries. Keep a safe distance from the vehicle if you suspect any damage to the battery or electrical components.
Inform Authorities: Clearly inform authorities and emergency responders that the vehicle is electric or hybrid to ensure appropriate safety measures are taken.
Claims and Towing: Contact our claims team immediately. Do not attempt to handle or inspect electrical damages yourself. Ensure the towing service is informed that the vehicle is electric or hybrid and utilise a tow company experienced with these vehicles to avoid further risks.
If you need emergency help or anyone is injured, call 000
Collect the details of anyone else involved
If possible, take photos using your phone
Report the incident to the police if required
Lodge a claim by calling our claims team on 1300 633 811 or for customers who were issued a policy after 24 June 2024, you can lodge a claim via our lodgement portal here.

How do I lodge a claim?

Our current claim lodgment process can be completed over the phone with our claims specialists or via our lodgement portal (the portal is only available to customers who were issued a policy after 24 June 2024). They are available 24/7 and can be reached by calling 1300 633 811 and selecting option 1.

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.

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

The best thing to do is contact our claims team in the event of any accident 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.

What is an excess and when does it apply?

This is the amount that you may be required to pay when you make a claim. Think of it as your contribution towards the damage or loss. When you buy a policy, you can select your preferred excess from the options given. So, why would anyone choose a higher excess? Well, the higher the excess, the lower your premium will be.

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

This all depends on the level of cover you have and the type of claim you make. For instance:

if the claim is not your fault, we’ll cover the reasonable cost of the hire car until your car is repaired, or until we pay the reasonable costs of repair or until we pay your claim after your car has been assessed as a total loss (whichever’s first)
if your car is stolen, we’ll cover the reasonable daily cost of the hire car for up to 14 days
if the claim is your fault, or it is result of weather damage, you will only get a hire car if you purchased the optional cover to include a hire car for up to 14 days

Note: We don’t cover other costs related to the hire car such as petrol, upgrades, tolls, traffic fines, accidents or other losses, or insurance excess reduction.

*Policy terms & conditions, limitations and exclusions apply. Please see the Product Disclosure Statement for more details.

What happens if my car is a write-off*?

If we determine your car is a total loss (also known as ‘written-off’*) and you were the first registered owner of your car and your car is less than 3 years old and travelled less than 60,000 kms we will replace it with a new one.

*Policy terms & conditions, limitations and exclusions apply. Please see the Product Disclosure Statement for more details.

Travel FAQs

Why choose Stella?

Stella is a purpose-driven insurance brand that is mission-led, authentically different and passionately pro-women. We are passionate about challenging the status quo, championing equality and building products for a fairer world.

At Stella, we prioritise the needs and lifestyles of women, adapting and tailoring product and experiences with you in mind. We want to empower customers and humanise insurance which is clearly no small challenge.

Beyond insurance, we partner with like-minded people and organisations creating a community to drive actionable change for women. A portion of our profits is given to women focused charities and organisations with a shared vision to help improve the lives of women. The world moves forward when we work together, as partners, allies, equals.

Is Stella for women only?

We have thousands of customers who are men and non-binary and are proud that our customers are supportive of our position to support and empower women.

How can I reach the Stella team?

You can always get in touch with our team through live chat on our website or by calling us on 1300 633 811 from Australia, or +61 2 7202 0824 if you’re overseas, 9am – 5.30pm (Local Sydney Time), Mon – Fri, or feel free to send us an email at hello@stellainsurance.com.au whenever you need our help. For 24/7 emergency assistance, call us on 1300 633 811 from Australia, or +61 2 7202 0824 if you’re overseas, or email us at help@robinassist.com.

What is travel insurance?

Stella Travel insurance protects you from unforeseen financial losses you could incur while travelling within Australia or internationally. The cost of the premium can vary based on factors like your age, the length of trip, and your destination(s).

From minor inconveniences like flight interruptions or damaged suitcases to full-blown crises like needing emergency medical evacuation, Stella travel insurance has your back.

Depending on your policy inclusions you could be reimbursed up to a set amount for the unexpected expenses when your vacation plans take a turn for the worse. We recommend checking the PDS to confirm.

Plus, we also provide 24/7 assistance to help you navigate emergency situations.

How can I get travel insurance?

With Stella, you can get an instant quote online or over the phone with our friendly team by calling on 1300 633 811, 9am – 5.30pm (Local Sydney Time), Mon – Fri.

Simply answer a few questions about yourself, your age, where you’re headed, and how long you plan to travel for.

You can also customise your coverage, adding in extra benefits and adjusting limits.

What does travel insurance cover?

In general, travel insurance helps protect you from things that can go wrong when you travel.

If you’re going overseas, it could help with things like getting sick or injured and needing medical care, losing your luggage, having to cancel your trip, or if something happens to your rental car.

If you’re travelling within Australia, it could cover things like your luggage, if you have to cancel your trip, rental car issues, and other unexpected problems.

To choose the most suitable travel insurance cover for you and your family, it’s important to review the PDS to understand the product and coverage available.

What does travel insurance not cover?

While travel insurance is designed to protect you for a range of unforeseen incidents while you are travelling, it’s important to understand what you may not be covered for. We suggest you read the PDS for full details.

When should I buy travel insurance?

The best time to buy travel insurance is immediately after making your first payment or deposit for your adventure – think hotel bookings, flight tickets, or tour packages.

Time is of the essence, but hey, better late than never! Even if you’re running fashionably behind, worry not. You can still buy our policies up until your journey takes off.

Am I eligible to purchase?

You are eligible to buy if:
– You are 18 years of age or older, but not more than 99 years of age.
– The date of your departure is no more than 12 months from the date of purchase.
– You are an Australian resident (only applies if you are travelling internationally)
– You have not commenced your trip.

What is Robin Assist?

Robin Assist is Stella’s 24/7 specialist emergency assistance and claims team. You can access our expert support by calling the team on 1300 633 811 within Australia, or +61 2 7202 0824 from overseas.

Lost luggage? Overseas emergency medical help? We’re on it. Multi-lingual experts, travel insurance pros – we’ve got you covered.

Is my information kept confidential?

We highly value and respect your privacy. Transparency and integrity during the processing of your personal data is very important to us.

We comply with data protection regulations, including the EU General Data Protection Regulation.

Details on how we process your personal data can also be found in our Privacy Policy.

Do you offer domestic travel insurance cover?

Yes, we do! Simply select ‘Australia’ as your destination as you progress through the quote. Protect yourself from a range of unforeseen events, such as Cancellation or Trip Interruption, Travel Delay, and Rental Vehicle Excess.

Can I make changes or cancel my policy?

Yes, absolutely! We have a flexible approach to make things simple for you when changes need to be made, with most changes being able to be made by you via the Stella Hub.

Date Change? Switch up your travel dates any time before your journey starts.

Policy Cancellation? If you do so within the cooling-off period, which is within 21 days of purchasing your travel insurance and before you have departed, we provide a full refund.

If you need to cancel after the cooling-off period and you satisfy our eligibility conditions, premiums will be refunded pro-rata from the cancellation date.

Refunds are only possible if you haven’t started your trip, haven’t claimed, and aren’t planning to claim. When a policy cancellation has been accepted, we will process your refund within 15 business days.

What is my excess, and can I change it?

Your excess amount was selected at the time of purchasing your travel insurance. You can find your selected excess on your Certificate of Insurance. You are able to change your excess at any point up until the day before you depart for your trip.

This excess is applied on a per Insured Person, per event basis. If an event triggers benefits under multiple covers or sections, the highest relevant excess will apply.

Can I extend my policy if I plan to travel longer?

In most cases this should be possible, and you can do this via the Stella Hub. If you have any questions, please get in touch with our team to explore extending your policy. We’ll take several factors into account, including whether the original policy has lapsed.

However, in circumstances where your return is delayed due to a covered event, the policy automatically extends at no extra cost until you can get back to Australia via the fastest route.

Am I covered for trip cancellation?

Absolutely. Trip Cancellation will be covered when unforeseen plans change.

This includes unexpected events like unforeseen illness, medical issues, or even an unexpected passing.

Plus, coverage extends to cancellations or restrictions by the carrier of pre-paid scheduled public transport services, caused by severe weather, natural disasters, strikes, and more. For full details read the PDS.

Do I need to declare my pre-existing symptoms and conditions?

Your well-being matters! While you don’t need to declare pre-existing symptoms and conditions when purchasing, it’s crucial to know that, unless it is on our list of automatically covered pre-existing medical conditions, coverage doesn’t apply for losses caused by these symptoms/conditions.

We define pre-existing symptoms and conditions as those known, investigated, treated, or requiring prescribed meds/surgery in the 12 months before buying the policy. The definition extends to you, fellow travellers, close relatives, or anyone named on the Certificate of Insurance.

Am I covered for COVID-19?

Absolutely, Stella has you covered when it comes to medical expenses linked to COVID-19.

Not only that, if you opt for the Trip Cancellation and Interruption add-on, coverage extends to certain events tied to COVID-19.

Rest assured, claims will be paid up to the limits shown in your Certificate of Insurance and subject to the policy terms and conditions, giving you the peace of mind, you need.

Do you cover COVID-19 testing?

If you contract COVID-19 while travelling and require medical treatment (including testing) during your trip, it would be covered.

However, routine testing required to enter or leave another state or country is not covered under your policy.

Do you cover COVID-19 quarantine?

If you are diagnosed with COVID-19 and are required to quarantine, you may have coverage under your policy. For example:

– Pre-Trip Diagnosis: If a registered medical provider diagnoses COVID-19 within 14 days before your trip (post-policy purchase), you’re covered under the Trip Cancellation benefit (if chosen and listed on your Certificate of Insurance).

– During Your Trip: If a COVID-19 diagnosis happens during your trip, Trip Interruption coverage (if chosen and on your Certificate) kicks in for prepaid arrangements that you may miss or need to reschedule.

Keep in mind, stay-at-home orders and isolation from potential exposure aren’t covered. We recommend staying informed about this.

What is Domestic Violence Cover?

Domestic violence is never ok, at home or while you’re away. Our domestic violence cover is included in all travel insurance policies. This feature will apply when your travel plans change, or need to be cancelled, due to the following specific unexpected events;

– If you’re a victim of deliberate violence by a current or former spouse or partner, and the incident has been reported to the police.

– If you experience a deliberate act of violence at the hands of your current or ex-partner, we can give you up to AUD $500 to go towards counselling services.

– If you have Trip Cancellation and Interruption cover, you can also claim up to AUD $200 for any additional daily accommodation expenses for a maximum of seven days.

Is counselling covered?

When overseas, up to a maximum period of 12 months, we’ll cover the essential medical treatment, including practitioner fees, hospital costs, and in/out-patient care.

Plus, in a difficult situation involving deliberate violence by a current or former spouse/partner, we will provide up to AUD $500 for counselling services.

Am I covered if I’m pregnant?

Travelling with a little extra luggage? Don’t let pregnancy stop you from travelling.

It doesn’t matter how far along you are in your pregnancy; if your doctor has given you the okay to travel, we’ll cover you. That means we’ll pay for essential treatment for any serious complications that may happen on your holiday. You’ll just need to provide a doctor’s note if you’re past 19 weeks for twins or multiple children or 24 weeks for a single child. We’ll cover unexpected serious complications of pregnancy and childbirth.

However, certain exclusions apply, including childbirth costs overseas and newborn care. Also, cover depends on factors like the stage of pregnancy and medical history:

– No Cover for Birth: Costs related to childbirth aren’t covered at any pregnancy stage, even overseas.

– Newborn Care: Expenses related to caring for a newborn, even in case of premature birth abroad, aren’t covered.

– Timing Matters: No cover if pregnancy goes beyond the 24th week for a single child, or 19th week for twins/multiple children, unless medically cleared.

– Complex Cases: If conception was medically assisted, if complications arose, or if previous pregnancies had issues, coverage might not apply.

What is covered by child minding?

Exploring with little adventurers? As part of Emergency Medical and Additional Expenses, we’ll cover up to AUD $200 for a maximum of 5 days for child minding services during each 24-hour hospital period, if you’re a parent or guardian who requires a hospital stay or confinement during your trip.

Am I covered if I take part in sports and activities during my trip?

This insurance excludes certain sports and activities. Please see the PDS for the full list of excluded activities.

Do you cover extreme snow sports?

Unfortunately, our Snow Pack doesn’t cover certain snow activities. Off-piste skiing (unless guided), freestyle skiing, ski-jumping, acrobatics, stunts, extreme skiing/snowboarding, skeleton, luge, and similar activities aren’t covered under this policy.

Am I covered for dental treatment?

We cover up to AUD $2,000 per insured person for essential temporary dental treatment to relieve immediate pain or discomfort in healthy teeth.

Also, if your dentures or orthodontic appliances need emergency repairs just for eating comfort, we’ve got that covered too.

What is Travel Assistance?

Travel assistance can be just about anything you need while travelling (or even before).

It covers a range of services – from lost baggage and passports to travel tips and emergency messages to loved ones. Basically, whatever you need for a smooth journey, we’ve got it covered.

For general enquiries or support, call us on 1300 633 811, reach out to us via live chat online or email us at hello@stellainsurance.com.au. Our friendly team is here for you from 9am – 5.30pm (Local Sydney Time), Mon – Fri.

For 24/7 emergency assistance, call us on 1300 633 811 from Australia, or +61 2 7202 0824 if you’re overseas, or email us at help@robinassist.com.

What is Medical Assistance?

Feeling under the weather while globetrotting? No worries – we’re on it!

We’ll connect you with a local licensed medical professional. We’ll monitor your condition, and if medically necessary, make arrangements to transport you to the nearest medical facility that can properly treat you. This includes medical emergencies occurring onboard a cruise ship (for those who have bought the optional Cruise Pack).

What is Emergency Assistance?

Regardless of the type of travel emergency—from a natural disaster to terrorist attack, to a serious injury—we can help you. Contact us soon as possible and we’ll guide you every step of the way.

Call us in the time or emergency on 1300 633 811 , or email us at help@robinassist.com.

Am I covered for riding a motorbike or scooter overseas?

If you have opted for our Motorcycle and Moped Pack, you will be covered if you hire a motorcycle or moped as a rider during your trip. However, cover will not be provided if –

– The engine capacity is greater than 250cc;
– You don’t hold a valid Australian Motorcycle or Motor Vehicle licence;
– You are driving without a helmet or participating in a racing, motocross, or professional capacity.

Are my kids covered by my insurance?

You will need to add your little ones to the policy for your kids to be covered. Don’t worry they are much less expensive to provide cover for than the parents. The other good thing is that the benefits are provided on a per person basis for everyone listed on your policy, giving you more coverage for when the unexpected happens.

Am I covered if travelling on a cruise?

Taking to the seas? With our Cruise Pack add-on, you will be covered for claims relating to or while cruising during your trip. For example, in the event of an illness requiring cabin confinement, we’ll pay up to the limits applicable for Hospital benefit and confinement.

For general exclusions and special conditions please refer to the PDS here.

What does the Snow Pack cover?

To be covered out on the slopes, you must purchase our Snow Pack. When you are participating in winter sports, such as amateur skiing, snowboarding and sledding, on groomed terrain, marked slopes or trails that are maintained and monitored within ski resort boundaries, we’ll cover costs for –

– Prepaid Costs: We’ll pay for non-refundable, pre-paid ski lift passes, snow sport equipment, hire or tuition fees you can’t use due to injury or illness sustained during your trip.

– Ski run closure: We’ll pay if you’re prevented from skiing at a pre-booked ski resort for more than 24 continuous hours during your trip due to insufficient snow or too much snow causing a total closure of the lift system.

– Hiring replacement snow sports equipment: If your snow sports equipment is lost, delayed, or damaged during the trip, we’ll pay the necessary cost of hiring replacement equipment.

All claims must be supported by receipts. For payable limits please refer to the PDS.

Do you cover pet boarding?

If your return to Australia is delayed for at least 24 hours, due to reasons beyond your control, we will cover up to AUD $50 per day to a maximum of AUD $500 if you have selected this option as part of your policy and need to extend your pet boarding arrangements.

Am I covered for renting a vehicle?

If you rent a vehicle during your trip that includes comprehensive car insurance cover, you will need to select the Rental Vehicle Excess optional cover to be covered.

We’ll cover you for the rental vehicle insurance excess or repair costs (whichever is lower) you’re liable for if the rental vehicle is damaged or stolen while in your control during the trip; or the cost of returning your rental vehicle to the nearest depot, including related airport concession charges, if you can’t return the vehicle due to an event covered by this policy.

We won’t cover any claim for an event occurring outside the hire dates nominated on the Certificate of Insurance; or the operation of a rental vehicle in violation of the terms of the rental agreement. For example, driving on unsealed roads.

For general exclusions and special conditions relating to this option, please see the PDS.

Can I claim for lost or stolen baggage?

If you have selected our Luggage and Personal Effects cover, we’ve got you covered for the following situations, up to the amount you select and is shown on your Certificate of Insurance:

Missing Baggage: If your carrier confirms your luggage is delayed or misplaced for a period of more than 12 hours, you can claim up to AUD $300 per insured person to buy essential items. Just remember, this benefit doesn’t apply for the trip back home. Good news: no excess applies to these claims. And if your lost items are found, we’re on it – covering the shipping costs to reunite you with your stuff.

Damaged Items: We’ll repair damage where practical and economical to do so.

Stolen and Lost Items: We’re on it – replacing items where available from our trusted suppliers.

Beyond Repair or Replacement: For items beyond fixing or replacing, benefits are calculated based on the depreciation table included in the PDS.

Pair or Set Loss: If part of a set goes missing, we’ll sort it based on the lesser of repair costs or original set price (with depreciation).

Medication Mishaps: Up to AUD $500 for replacing prescription meds overseas, damaged, stolen, or lost during your trip.

Passport and Visa: If they go MIA during your adventure, we’ll cover the cost for replacement, plus travel costs up to AUD $5,000.

Credit Card Safety: Unauthorised credit card use due to theft or loss during the trip? We’ve got your back, provided you’ve met the credit card company’s terms.

Can I make changes or cancel my policy?

Yes, absolutely! We have a flexible approach to make things simple for you when changes need to be made, with most changes being able to be made by you via the Stella Hub.

Date Change? Switch up your travel dates any time before your journey starts.

Policy Cancellation? If you do so within the cooling-off period, which is within 21 days of purchasing your travel insurance and before you have departed, we provide a full refund.

If you need to cancel after the cooling-off period and you satisfy our eligibility conditions, premiums will be refunded pro-rata from the cancellation date.

Am I covered for trip cancellation?

Absolutely. Trip Cancellation will be covered when unforeseen plans change.

This includes unexpected events like unforeseen illness, medical issues, or even an unexpected passing.

What is Emergency Assistance?

Call us in the time or emergency on 1300 633 811 , or email us at help@robinassist.com.

Are my kids covered by my insurance?

Am I covered for renting a vehicle?

If you rent a vehicle during your trip that includes comprehensive car insurance cover, you will need to select the Rental Vehicle Excess optional cover to be covered.

For general exclusions and special conditions relating to this option, please see the PDS.

Can I extend my policy if I plan to travel longer?

In most cases this should be possible, and you can do this via the Stella Hub. If you have any questions, please get in touch with our team to explore extending your policy. We’ll take several factors into account, including whether the original policy has lapsed.

However, in circumstances where your return is delayed due to a covered event, the policy automatically extends at no extra cost until you can get home via the fastest route.

What activities are covered on this policy?

Unlike our international travel insurance policies, the domestic travel insurance policy doesn’t have a specific list of excluded activities. This means that most activities are covered under the cancellation/interruption benefit. However, it’s important to note that the policy does not cover medical expenses.

Can non-residents buy this policy?

Yes, absolutely! Non-residents are eligible to purchase the policy.

Am I covered if I’m pregnant?

Travelling with a little extra luggage? Don’t let pregnancy stop you from travelling.

It doesn’t matter how far along you are in your pregnancy; if your doctor has given you the okay to travel, we’ll cover you. That means we’ll pay for cancellation or trip interruption costs due to unexpected serious complications that may happen before or on your holiday. You’ll just need to provide a doctor’s note if you’re past 19 weeks for twins or multiple children or 24 weeks for a single child.

However, certain exclusions apply, including childbirth costs and newborn care. Also, cover depends on factors like the stage of pregnancy and medical history:

Timing Matters: No cover if pregnancy goes beyond the 24th week for a single child, or 19th week for twins/multiple children, unless medically cleared.
Complex Cases: If conception was medically assisted, if complications arose, or if previous pregnancies had issues, coverage might not apply.

What is Travel Assistance?

Travel assistance can be just about anything you need while travelling (or even before).

It covers a range of services – from lost baggage to travel tips and emergency messages to loved ones. Basically, whatever you need for a smooth journey, we’ve got it covered.

For general enquiries or support, call us on 1300 633 811, reach out to us via live chat online or email us at hello@stellainsurance.com.au. Our friendly team is here for you from 9am – 5.30pm (Local Sydney Time), Mon – Fri.

For 24/7 emergency assistance, call us on 1300 633 811 or email us at help@robinassist.com.

I had an injury/illness and Medicare didn’t cover the full cost, can I claim the difference?

We understand medical costs can be a worry. Unfortunately, the policy doesn’t include coverage for medical expenses.

I am cancelling due to a medical condition, can I claim?

Yes, absolutely! Cancelling your trip due to a medical condition is something the policy covers under the Cancellation/Interruption benefit. You can see the list of coverable events under this benefit in the PDS.

Will this cover me for van-life?

Yes, the policy can be used for van-life trips! It has optional rental vehicle excess cover, which is helpful for van travel.

Can I take a cruise on this policy?

Yes, you can. The policy will cover your cancellation costs if you need to cancel your Australian domestic cruise for a covered reason. There’s no add-on for this; just select the cancellation cover you need when you purchase the policy. Please note the policy doesn’t include medical coverage, so any medical needs on your cruise would need to be handled separately.

What is my excess, and can I change it?

For our Domestic Travel Insurance your excess will be $100, which is a fixed amount and cannot be changed.

How do I make a claim?

If something happens before or during your trip and you want to use your travel insurance, you can lodge a claim with us.

To make your life even easier, we suggest carrying a hard copy of your policy documents during your travels. Storms, power loss, or Wi-Fi hiccups then won’t catch you off guard. You’ll always know the number to dial and the steps to take.

If you’re ready to start your claim, you can start here.

The claim process will involve the following steps –

Tell us about the incident that caused your claim.
Define the financial loss you’re seeking reimbursement for.
Provide the necessary proof of the incident and related losses to back up your claim.

Once submitted, our claims expert will swiftly evaluate your claim. They’ll assess whether it aligns with your policy terms (including contacting you to request additional information or to clarify any details) and then communicate the outcome to you.

How can I get help while travelling?

Need emergency assistance while you’re out there exploring the world? We’re just a call away!

If you find yourself in need during your travels, simply ring us up anytime, day or night. We’re here 24/7 to offer you the support you need.

Whether it’s a sudden emergency or you’re seeking guidance, don’t hesitate to reach out. Your journey’s our priority, and we’re dedicated to making it as smooth as possible.

Wherever you are you can call our friendly specialist emergency assistance and claims team on +61 2 7202 0824 from overseas or 1300 633 811 within Australia 24/7.

If you have any general enquiries whilst you are travelling, reach out to us via live chat or send us an email at hello@stellainsurance.com.au.

Pet FAQs

Is Stella for women only?

We have thousands of customers who are men and non-binary and are proud that our customers are supportive of our position to support and empower women.

How do I get Stella Insurance?

How can I reach the Stella team?

Is my information kept confidential?

What pets are eligible?

Stella Pet Insurance is available to Your companion cats and dogs that reside with You in Australia. We do not cover any other type of pets.

Stella Pet Insurance has been designed for companion cats and dogs but does not provide cover for all types of cats and dogs.

Banned breeds
Certain breeds are considered dangerous and/or are banned in Australia. It is not possible to purchase cover for a dangerous or banned breed. If Your Pet’s breed is categorised as dangerous and/or banned in Australia after purchase or renewal of Your Policy, then Your Pet will no longer be eligible for this Policy and We will send You notice of non-renewal prior to the expiry of Your current Period of Insurance.

Work or sporting activities
Cats and dogs participating in commercial or sporting activity such as breeding or obstetrics, working, fighting, racing, personal protection, gun sports, law enforcement or guarding are not eligible for cover.

Note that it is possible to purchase cover for pets who participate in or are show dogs/cats, search and rescue dogs, guide dogs, assistance dogs or customs sniffer dogs.

Are there age limits?

Once you have insurance, there is no age limit. However, there are minimum and maximum ages for starting insurance.

Minimum and maximum age of Pets on entry
When purchasing a new Policy:

1. the minimum age for entry for a Pet is six (6) weeks old; and
2. the maximum age for entry for a Pet is eight (8) years and three hundred and sixty-four (364) days old; and
3. the maximum age for including or adding Optional Extra Benefits is two (2) years
and three hundred and sixty-four (364) days.

Are there Exclusion Periods?

Exclusion Periods apply to certain benefits available under the Policy. Cover is only available after the Exclusion Period has elapsed.

a.	Accidental Injury (except Specified Conditions)	1 day
b.	Illness (except Specified Conditions)	14 days
c.	Optional Dental Illness	14 days – pets under 1 year old or 6 months – pets 1 year old or over
d.	Optional Behavioural Conditions	6 months
e.	Specified Conditions	6 months

You may ask us to waive the Exclusion Period for some or all the Specified Conditions, and other Conditions (e.g. Dental Illness). When you take out a policy, we will provide an Application Form to apply for a reduction of Exclusion Period(s) for You and Your vet to complete.

Specified Conditions include cruciate ligament damage, intervertebral disc disease, hip dysplasia, patella luxation, elbow dysplasia, osteochondritis dissecans (OCD), cherry eye, entropion, ectropion, and Lumps. Lumps are not considered a Specified Condition if Your Pet was under one (1) year old on the First Date of Cover or when Your cover increased.

When does cover start and end?

Cover commences at 23:59 on the day you purchase cover.

Cover under Your Policy will continue into subsequent Renewal Periods and will cease on the effective date of cancellation or the end date of Your current Period of Insurance if You confirm You don’t wish to renew Your Policy.

Can I always renew my insurance even if I have made lots of claims in the past or my pet develops chronic conditions?

As long as You continue to hold the cover, pay Your Premium when it falls due and meet the conditions of cover, We will not refuse to provide You with a Renewal Policy due to the number of claims You may have made or if Your Pet has developed chronic conditions.

However, please note that we may change the terms and conditions of your cover over time, and your policy renewal may reflect these changes, based on factors including, but not limited to, a pet’s age, breed, and general increase in the cost of veterinary treatment. This may lead to an increase in your premiums.

Will my premiums increase each year as my pet ages?

While there are numerous factors involved in determining the premium levels, a pet’s age plays an important part. Like humans, as pets age, the likelihood of them falling ill increases and the cost of veterinary procedures generally also increases. This means that the Premium is likely to increase each year to make sure we can keep helping with your pet’s veterinary costs. This is a general guide only, and future premium levels can also be impacted by other factors including, but not limited to, a pet’s breed and general increase in the cost of veterinary treatment over time. Please call us on 1300 633 811 if you would like to know more about Stella Pet Insurance.

Can I choose my level of cover?

During the application process You will be provided with various options to tailor Your coverage, You can choose:

Your Annual Limit.
What proportion of Vet Costs You would like reimbursed.
Whether or not you’d like to include an Annual Excess and the level of Annual Excess.
To include optional extra benefits or not.

After you’ve purchased your Policy online, you may also call us to arrange to exclude cover for Vet Consultations.

Are pre-existing symptoms and conditions covered?

There is no cover under this Policy for Vet Costs for Treatment of Pre-existing Symptoms and Conditions.

A Pre-existing Symptom and Condition is defined as:

an Injury, Illness, Dental Illness or Behavioural Condition, (including Bilateral Condition and other conditions that are related to, secondary to, or results of) that:

a) first occurred or showed symptoms of, or
b) was identified or investigated by a Vet, or
c) You were aware of or a reasonable person in the circumstances could be expected to have known about,

before Your Pet’s First Date of Cover, before a change of coverage becomes effective, or during any applicable Exclusion Period.

Exception to Pre-existing Symptom and Condition Exclusion?

When We conduct the assessment of Your first claim under the Policy We will also arrange for a full assessment of Your Pet’s medical history. You will be 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 Symptoms and Conditions, if any, Your Pet has, and We will share the assessment outcome with You. You may request a Pre-existing Symptom and Condition assessment before Your first claim (e.g. during a cooling off period).

Where an assessment has been completed that results in the identification of Pre-existing Symptoms and Conditions, We will provide You with an updated Certificate of Insurance which lists them along with confirmation of the required symptom-free period for each, for Us to consider exception from the Pre-existing Symptom and Condition exclusion.

What’s included in optional extra benefits?

During the application process you will have the option to include optional extra benefits and extend cover for some conditions and treatments that are otherwise not covered under the Policy.

Optional extra benefits include:

Vet Costs for Dental Illness such as dental diseases, gingivitis, periodontal disease.
Vet Costs for Behavioural Conditions such as excessive licking, fur pulling, pacing and destructive chewing.
Vet Costs for Specialised Therapies such as acupuncture, physiotherapy, hydrotherapy.

Please note that optional extra benefits do not include cover for general dental check-up and clean (for Dental Illness), and do not include routine or elective treatments or supplements (for Alternative Therapies). Optional Extra Benefits are not offered to pet over 3 years old. However there are no age limits when renewing Policies. For full details about what is and isn’t covered you should always refer to the Product Disclosure Statement.

What are Pre-existing Symptoms and Conditions and Exclusion Periods?

When you decide to purchase pet insurance for your pet, one of the most important things for you to consider is what conditions, symptoms, injuries or illnesses they have had before the start of cover under the policy and occur during an applicable Exclusion Period.

The reason it is important to think about this is because Stella Pet Insurance, like most pet insurance policies, has an exclusion for Pre-existing Symptoms and Conditions, which means there is no cover for Vet Costs associated with the Treatment of a Pre-existing Symptom and Condition. And unlike private health insurance for humans, conditions that arose while being covered by one pet insurance provider is generally not covered by another provider, if you switch cover.

Same common conditions, injuries and illnesses that may have occurred prior to Your Pet’s First Date of Cover include diarrhea, ear infections, swallowing a foreign object or limping. These may be considered pre-existing even though they have temporarily been treated and/or resolved.

You can request a Pre-existing Symptom and Condition assessment. If your Pet has Pre-existing Symptoms and Conditions, we will also tell you whether any Pre-existing Symptoms and Conditions may be reviewed at a future date, the earliest future date you may request a review and any supporting information we will require at that time.

Note that exclusions are not automatically lifted at the review date, and it will only be lifted if we are satisfied the medical evidence confirms the Pre-existing Symptom and Condition has been successfully treated and/or resolved. If a Pre-existing Symptom and Condition is not reviewable, it will be permanently excluded from your cover.

Exclusion Periods apply from the time your policy starts, even if you have decided to switch to Stella Pet Insurance from another provider’s pet insurance policy, and also when you upgrade your level of cover with Stella.

How do I apply to have certain Exclusion Periods reduced?

We offer customers the chance to submit an additional application to request the 6-month Exclusion Period applicable for Specified Conditions (and others, e.g. Dental Illness) to be reduced or waived.

To consider whether a reduction of the Exclusion Period can be provided, we require:

a completed request form from you, which will require you to have your pet examined by a vet at your own expense; and
copies of your pet’s medical history & clinical notes. You will need to assist us in the process of obtaining these, for example, by providing details of any vets your pet has seen in the past.

During our assessment of the application, we will review the available information, and if sufficient, confirm whether there are any identified or suspected Specified Conditions (and others). Where we are comfortable that we there aren’t any identified or suspected Specified Conditions (and others), we may reduce or waive the Exclusion Period for those Specified Conditions (and others).

We will confirm the outcome of your application and if we decide to approve the reduction of the Exclusion Period, we will provide you with an updated Certificate of Insurance which lists the agreed Specified Conditions (and others) and the new reduced Exclusion Period applicable.

How do I request a Pre-existing Symptom and Condition assessment?

At Stella we value transparency. It is very important to us that we are as clear and upfront as possible about the cover available under your policy, and we therefore offer a pre-existing Symptom and Condition assessment that can be completed after you purchase a policy for your pet to help you understand what we consider to be a Pre-existing Symptom and Condition and therefore excluded from your cover.

If you decide not to get a Pre-existing Symptom and Condition assessment completed straight after purchase a policy with us, we will still require one at the time of your first claim based on a full assessment of your pet’s medical history. This will also include symptoms and conditions (including signs & symptoms of conditions) contained in the medical history during an applicable Exclusion Period.

How do I make a claim?

To submit a claim

Complete and submit the online claim form by logging in at stellainsurance.com.au including attaching a copy or photo of Your invoice. Alternatively, Your Vet may email a copy of the invoice and clinical notes to petclaims@stellainsurance.com.au.

Your Vet will be contacted for a copy of the clinical notes that relate to the invoice. If Your Vet has initiated the claim on Your behalf, You will be contacted to confirm the claim.

We will let You know if We need a full Treatment history for Your Pet from the attending Vet and any previous Vets. If so, Your Vet can easily submit these online or by email.

Alternatively, You or Your vet can initiate Your claim simply be emailing Your invoice and the clinical notes to petclaims@stellainsurance.com.au.

What You must not do

If You are making a claim You must not give Us false or misleading information. If You or any other person makes an intentionally false or fraudulent claim under Your Policy, We may refuse to pay such claim and may also cancel Your Policy or treat the contract as though it never existed.

What We may do

Where reasonably necessary We may contact Your current or previous Vet to:

discuss any details about Your claim
ask for any 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 information We need to process Your claim.

What can affect Your claim

You don’t give Us all the information We need to process Your claim.
You or Your Vet don’t cooperate with Us and refuse or are unable to give Us any reasonably necessary information We need to process Your claim.
You don’t provide a copy of the original itemised invoices and receipts for the Treatment received by Your Pet.
You don’t comply with any terms, conditions or provisions of Your Policy.

For more details please contact us Monday to Saturday (except public holidays) 8.00am to 8.00pm (AEST) via:

Email: petclaims@stellainsurance.com.au
Phone: 1300 633 811

How do you assess a claim?

Most claims are assessed within five (5) working days from receiving all necessary information.

We can ask to review and examine your Pet’s past and current records and any other information from any Vet who has treated your Pet.

If the Vet Costs You are charged are higher than the fees usually charged by a general or referral practice, We reserve the right to request a second opinion from a Vet that We choose. If the Vet We choose does not agree with the Vet Costs charged We may decide to pay only the Vet Costs usually charged by a general or referral practice in a similar area for the Treatment.

How do you calculate the Benefit?

We deduct any outstanding Annual Excess from approved Vet Costs and pay the agreed Benefit Percentage of the remainder, up to the Annual Limit. The Annual Limit of Your Policy is the maximum We will pay for each Pet in each Period of Insurance.

For example, let’s say Your approved Vet Costs come to $1,000, You have $100 Annual Excess and have a Benefit Percentage of 80%. This means a benefit of $720 ($1,000 – $100 = $900 then $900 x 80% = $720) will be payable to you, and You will still have $24,280 of Your Annual Limit available for any future claims for Vet Costs related to Treatment in the same Period of Insurance (if you have chosen the Annual Limit of $25k). Future claims during the same Period of Insurance will not have the Annual Excess deducted because you’ve already met this for that Period of Insurance.

Each time Your Policy is renewed, the Annual Excess and the Annual Limit for Vet Costs will be reset.

Will you pay the vet directly?

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 is an authorised member of Our preferred network or at Our election.

We will send You correspondence which sets out how We settled Your claim.

When We settle Your claim, We may deduct any amount You owe Us.

Why are there no sub-limits?

Stella Pet Insurance is designed with simplicity in mind. That’s why we provide flexible options of Annual Limit ($7,500 / $12,500 / $25,000), Benefit Percentage (70% / 80% / 90%) and Annual Excess ($200 / $100 / $0) to suit your needs and lifestyles. But there are no sub-limits.

What if I travel overseas with my pet?

This Policy only provides cover for Treatment provided by registered veterinarian, veterinary specialist, animal hospital, animal clinic or animal surgery licensed in Australia (‘Vet’).

However, there is cover available if they become ill or injured when travelling with you for up to sixty (60) days in New Zealand or Norfolk Island.