Stella Insurance AU Avis 

My claims consultant Vivian was just lovely in a very stressful time . It was my first claim and had no idea what o was doing . She walked me through the process and kept contact regularly via email. The process was quick once the assessment was complete .
Needless to say I am re insured with Stella .

Extremely Disappointed – Claim Unfairly Declined and Policy Retroactively Cancelled

I’m very disappointed with my experience with Stella Insurance. I was involved in a not-at-fault accident on 30 April 2025, and my car was declared a total loss. I fully cooperated with all requests, including submitting my driving history report.

Despite initially acknowledging my claim and promising a payout, Stella later retroactively cancelled my policy — on the same day the accident occurred — citing a licence suspension from over four years ago under a foreign licence. I have held a full, clean Australian licence since 2022 and was never asked about foreign driving history when I purchased the policy.

To make matters worse, after declining my claim, I was told to contact the third party’s insurer myself — despite Stella having already taken over the claim process. I followed their internal dispute resolution process but received no response within the 30-day timeframe.

This entire experience has caused unnecessary stress, financial hardship, and a complete lack of trust in this insurer. I feel abandoned during a time of need, and I would not recommend Stella Insurance to anyone looking for reliable or ethical support.

After I sold my car I had to cancel my Stella Car Insurance. The phone call was quick and professional, and I even had the refund in my bank account before the call was over!

Worst experience imaginable! I had a truck merge into me on 28 Feb 2025, one month after my Stella insurance renewed, and honestly it would have been a better experience if the truck killed me! First off I spent 2 hours on the side of the road being bounced between roadside assist and claims, I was on hold for 45 minutes only to he told to call the other number! It’s the same fk number but you have to select different options. No one at Stella knows what to do in the instance of a car accident. Insurance mob got me to get through to roadside assist before they let me make a claim, only for the roadside assist arm unable to come help me until I had made a claim! Thanks for nothing!!

Even though it was an obvious total write off, I was told my car report would take 5 working days, 20 working days later no report, zero progress. I spent countless hours chasing them up via email and phone, waiting on hold 30-45-60 minutes or just giving up. The 2 people they have “managing” the 250 odd claims they have at any one time don’t understand the PDS and tried to pay me out the minimum amount instead of a full car replacement which is what I was entitled to. They tried to say they waived my excess when I was not liable to pay an excess as it was not my fault.

I had to fight to get a rental car, which was supposed to be a like-for-like rental, they put me in shitty tiny cars when I usually drive a 7 seater. Cars didn’t fit my whole family, then of course I had to return the rentals at various times. Rentals would expire and the rental companies call me to return the cars, leaving me with nothing to pick my kids up from school and daycare. This went on for nearly 3 months. I made a formal complaint and finally some movement on my replacement car. They then sent me an email saying I didn’t make a real complaint - whatever that means.

I developed anxiety about my loss of car and being at the mercy of Stella. They’re absolute vampires and not for women at all!! Seriously thinking about going to 60 minutes to expose these psychos. 0 out of 5.

Easy on line purchase, comprehensive and plain language in all information provided. True experience comes in the unwanted experience however if needing to make a claim. Hopefully we won’t find out.

Very quick response, actioned my query and no issues. Very good customer service.

Fast responses to my inquiry. They were very helpful and I got what I requested with minimal effort on my part!

Really easy, lovely lady who was very thorough talking through 3 car policies. I’m very happy with quote, much less than other companies. Highly recommend this company and their lovely staff.

Was able to have questions answered online and easy to follow. I loved that Stella valued my good driving record and bothered to ask. Thank you. :)

Recent policy purchased provides good value vs other competitors.

Absolute cluster of a claim process. Great with setting up the policy etc., however when I made a claim it has taken over a month and I still don't have a repair in sight. A no-brainer of a claim too - Comprehensive policy and an at fault car park fender bender. No complaints process available, many hours on hold waiting and then constant excuses without an outcome. An insurer is only as good as its ability to process your claim. Avoid.

Great dealings with Jo, lovely phone manner

Celina was so very helpful and really understood what I was after. Thank you

I haven't had to make a claim, but the sales and policy maintenance service is good. Except that I missed a couple of emails, and then the insurance expired after 14 days and I had to start a new policy.

Every interaction on the phone has been nothing but exceptional. My recent one today was with Kim. Thank you for your patience, courtesy and humility.

Lua was super friendly and helpful. Amazing customer service.

Angela was a fantastic service specialist who assisted me throughout the process of insuring my car. I initially was having issues with my application online, and had to call up to resolve it. I was initially quite frustrated with the online process and considered going to another insurer. When I spoke with her, Angela was patient, non-judgemental, and politely explained the reasons as to why I wasn’t able to proceed with my online application (it was totally my fault). She listened to my needs, took the time to go over my application, and processed it for me over the phone.
She turned an initially negative experience for me into a positive one with Stella. Thanks so much, officially a loyal customer!

Great agent

Exceptional Service - I've had several interactions recently relating to the cancellation of my insurance policy (which previously wasn't enacted earlier last year). I've been very impressed with the over and above service on each of these calls, the professionalism and support in getting the policy cancelled means that I wouldn't hesitate to utilise Stellar again or recommend them to others. Thank you for a top notch service experience.