Frequently asked questions

Yes, a claim form needs to be completed for all claims lodged except for Glass only claims.

No. When you take out an insurance policy, we agree to insure you in the event of a loss (the conditions of which are set out in your policy). If you lodge a claim, and we decide that your vehicle is a total loss (and we pay you for that loss), then we have legally fulfilled the contract.

Some of our policies provide reimbursement payments for alternative transport and rental vehicles whilst your vehicle cannot be safely driven. Please check your insurance schedule or if you are unsure, give us a call on 0800 250 600.

Yes, photos are very helpful as they can show our assessing team what has been damaged before the vehicle is seen by a repairer. Please obtain accident site photos only if it is safe to do so.

We are happy for you to take your vehicle to a repairer of your choice. If you need help finding a repairer, our assessors have a list of repairers we can suggest which are best suited for the type of vehicle you have.

Our assessors (or assessors we have contracted to assess your claim) aim to make contact with you within 24 hours (inside business hours) of the claim being lodged into our system.

Some of our policies provide reimbursement payments for accommodation. Please check your insurance schedule or if you are unsure, give us a call on 0800 250 600.

We handle the claim for your vehicle and provided we have details of the At-Fault party we can seek recovery against them for the claims costs. If you also provide us with details of the At-Fault party you may also not need to pay an excess.

We suggest that you contact the Police if anyone involved in the accident has been injured or if the accident is impeding traffic.

No, provide their details to us and we will assist them as an uninsured party.

In the event of a total loss, the settlement payment will be made in full to the finance/interested party. In the event of a repair, we pay the repairer of the vehicle.

Obtain as much information as you can, including photos and diagrams. Include any contact information and details of any witnesses and other involved parties including their name, vehicle registration, contact phone numbers, addresses and insurance details. If the Police attend, collect the officer's name and number.

Provide us with a copy of the letter or details of who contacted you. We will make contact and liaise with them on your behalf.

If sufficient evidence/contact details of the liable party are provided and you prove to our satisfaction that you or the driver of your vehicle was completely free of blame, our Recoveries team will pursue action against the Third Party and your applicable excess may be waived.

If you have caused damage to someone else’s property but there is no damage to your vehicle, we suggest you still lodge a claim with us. That way we can liaise with the other party (or their insurer) directly on your behalf.

In the event of a total loss, the damaged vehicle becomes the property of Star Insurance. Please refer to our Wreck Challenge info sheet explaining how we dispose of our damaged vehicle.

If the Police are present they will organise this. Alternatively, we can organise accident scene towage at any stage day or night. If it is after business hours, our after hours team will organise towage - however, you may be requested to provide payment security or payment. Once your claim is accepted this will be reimbursed to you in totality.

Avoid accepting liability at the scene of the accident. If you are at fault, notify us of the accident as soon as possible so we can review the information and accept liability on your behalf.

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

Simply contact your preferred glass repairer, give them your Customer/Policy number and have them contact us. If you don’t have your Customer/Policy number or you need help finding a repairer, call us directly on 0800 250 600.

You should notify the NZ Police on 105 as soon as you notice the theft (or 111 if the theft is currently happening). Then contact us. You will be required to complete a Claim Form and a Stolen Vehicle Declaration when the claim has been lodged. These can be downloaded from our resource centre.

It is best to let us know as soon as possible. The earlier we are advised the faster we can process the claim and have the vehicle repaired, or at the very least have the vehicle inspected to ensure it is safe to continue driving until repairs can be completed.

Once the vehicle and repair quote have been assessed and the claim has been accepted by our Claims team, authorisation will be provided to the repairer for repairs to commence.

Once the repair quote from the repairer has been assessed and accepted, the assessor will give approval directly to the repairer for the repairs to commence. If you have registered a mobile number with us, you will also receive a text message.

If anyone involved in the accident has been injured or if the accident is impeding traffic, contact 111 immediately. If there are no injuries, contact us on 0800 250 600

An excess is payable on the majority of claims lodged unless it is waived by the Recoveries team. The excess is normally payable to the repairer.

Lodging a claim could affect your no claims bonus and it could increase your premium at your next renewal.

If you have purchased your vehicle new from a registered NZ dealer, you have agreed value for 5-years.

If you have purchased second hand from a registered NZ dealer, you have agreed value for 3-years.

If your situation doesn’t fit with either of these options, you can apply for agreed value by supplying us with a written valuation, which we will send to our assessing team for approval.

Most insurance policies list the vehicle and registration that is insured, so if your motorhome is not listed then it is probably not insured by your car insurance. It is safer to ensure that you have a separate insurance policy for the motorhome you are driving. If in doubt check with your insurance company.

Yes, you can get motorhome insurance if you live in your motorhome. It is a good idea to advise your insurer that you live in it. Some insurer’s such as Star Camper Care Insurance can provide additional insurance benefits such as alternative accommodation options if your motorhome is damaged and you can't live in it whilst it is being repaired.

Our policy excludes the rental of your motorhome or caravan.  We suggest you get in touch with Mighway (www.mighway.com) or Share A Camper (www.shareacamper.co.nz) who can ensure that your motorhome/caravan is covered whilst it is being rented out.

Yes, we offer this option. Please call or email our knowledgeable team and we will give you the options available to your policy.

If you have friends that are borrowing your motorhome for their recreational use we can cover them but we must be notified and they must be noted on the policy. They may have an additional excess that applies.

This depends on whether your insurance policy is limited to only you driving. Some insurance policies restrict who can drive, or limit drivers to over 25. Many insurance policies will not also not insure your vehicle if you are renting it out to someone. It always pays to check with your insurer.

Yes you can. Many rental firms offer insurance as part of their rental package. Star CamperCare can issue an insurance policy for a motorhome you rent. You will need to apply to us with details such as motorhome description and value, the length of hire, your driving license details, age and driving experience.

Yes, photos are very helpful as they can show our assessing team what has been damaged before the vehicle is seen by a repairer. Please obtain accident site photos only if it is safe to do so.

We are happy for you to take your vehicle to a repairer of your choice. If you need help finding a repairer, our assessors have a list of repairers we can suggest which are best suited for the type of vehicle you have.

It is a very good idea to have a fire extinguisher in your motorhome. Star Camper Care Insurance does not currently have a requirement that you must carry a fire extinguisher for your Star Camper Care insurance policy to be valid.

Different insurance policies insure different things. Many may only insure the motorhome as a vehicle and not the items within the motorhome. Star CamperCare insurance policies have been specifically designed to insure motorhomes and items that you usually have in your motorhome living space.

An excess is the amount that you contribute to a claim. If you make a claim and it's accepted, your insurer will pay the repair or replacement costs that are over your excess amount. If the accident is not your fault your excess will often be refunded to you.

For average motorhomes insurance often costs in the region of $500 - $1500 a year, but motorhome insurance costs depend on factors like model, age, features, the construction type of your motorhome and how regularly you use it and other questions an insurance company may think relevant. 

For average motorhomes insurance often costs in the region of $500 - $1500 a year, but motorhome insurance costs depend on factors like model, age, features, the construction type of your motorhome, how regularly you use it and other questions an insurance company may think relevant.

Yes and no excess applies to any glass-only claims unless a glass/windscreen excess is specifically noted on your policy.

Yes, we can extend cover but we need further information to assess this risk. Please call our knowledgeable team to discuss this with them.

If the Police are present they will organise this. Alternatively, we can organise accident scene towage at any stage day or night. If it is after business hours, our after hours team will organise towage - however, you may be requested to provide payment security or payment. Once your claim is accepted this will be reimbursed to you in totality.

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

The purpose of an insurance excess is to reduce the number of small insurance claims insurers face and to give policyholders some "skin in the game". It is to encourage policyholders to take care by driving more carefully to avoid accidents as an example. An excess is a form of self-insurance. It helps to avoid too many small claims which would increase premiums for everyone who is insured.

Yes, when we reference glass, we include windscreens in this description. The description of glass also includes windows, headlights, taillights and the sunroof (if installed)

In most circumstances, anyone over the age of 25, holding a Full New Zealand drivers licence that permits them to drive the class of vehicle your vehicle fits into, is covered to drive. 

Drivers under the age of 25 and drivers holding a driver's licence from any country other than NZ can be insured, however, you will need to notify us.

If anyone involved in the accident has been injured or if the accident is impeding traffic, contact 111 immediately. If there are no injuries, contact us on 0800 250 600

Often Classic motorcycles are cheaper to insure because they are not ridden every day. Also if there is more than one classic motorcycle and or they are part of a collection it is cheaper again to insure the collection not just individual bikes.

Some Star Motorcycle Insurance policies have a mechanical insurance additional benefit included. This applies to motorcycles under a certain age and that have travelled under a certain number of kilometers.

Yes, and many people do because your motorcycle could still be damaged from fire, earthquake and other events that can cause damage. It could also be stolen. If you were riding the motorcycle whilst not correctly licensed your insurance policy would probably not be valid though.

You would need to ask the owner of the motorcycle.  If something were to happen you could be liable to pay the owner for the damage to the motorcycle, including the cost of replacement if it was stolen as well as paying for any damage and injuries you caused other people involved in an accident.

Yes, photos are very helpful as they can show our assessing team what has been damaged before the vehicle is seen by a repairer. Please obtain accident site photos only if it is safe to do so.

We are happy for you to take your vehicle to a repairer of your choice. If you need help finding a repairer, our assessors have a list of repairers we can suggest which are best suited for the type of vehicle you have.

We offer a partial course fee refund, as well as a reduced excess upon completion of a Ride Forever course. You can e-mail through your receipt and certificate to [email protected]

Yes, if you have more than one bike, especially if you are the only rider of those bikes, we can offer you a competitive premium that takes all of your bikes into account.

We recommend keeping your vehicle comprehensively insured whether it is on the road or not.

While this is something that we can look at for your policy, we highly recommend keeping your motorcycle comprehensively insured year-round as we see the claims that would not be covered in the event of storage-only cover. 

It pays to check with your insurance company. Comprehensive Star Motorcycle Insurance policies automatically include roadside assistance designed specifically for motorcycles and are available to policy holders 24hrs 7 days a week.

Motorcycle insurance costs can range from cheap to expensive. For someone with no accidents, aged over 40, riding a bike worth $10,000 and who stores it in a locked garage could pay between $400 - $900. Motorcycle insurance costs depend on factors such as model, age, cc rating, storage, and how regularly you use it.

If you’re under 25 give us a call to see if we can embrace you and your bike of freedom, because every motorcycle we insure is based on our knowledge of the bike and the rider. 

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

Star Motorcycle Insurance has a comprehensive list of insurance benefits included in their motorcycle insurance policies. Star Insurance also has specialist motorcycle assessors covering New Zealand to ensure your motorcycle is repaired correctly.

Proportionally to the value of the vehicle, luxury car insurance costs can be similar to a standard car. However insurance prices can vary due to the age of the driver, the experience of the driver and where the vehicle will be stored, along with the repair techniques required to repair the vehicle, windscreen replacement costs and the insurer’s experience insuring luxury cars along with other factors they may take into consideration. 

We are happy for you to take your vehicle to a repairer of your choice. If you need help finding a repairer, our assessors have a list of repairers we can suggest which are best suited for the type of vehicle you have.

Yes, the policy automatically includes business and private use.

Note: Business use does not include when you are using your vehicle as a Taxi, Uber, Courier, private hire etc.

We don’t. We are vehicle specialists, and as such, we understand that there is a wide range of values that can apply to the same vehicle, depending on its condition. We ask that you let us know what you think your vehicle would be worth in the current market, and where necessary, we recommend calling around to a few vehicle dealers to see what their thoughts are.

There can be big ranges for insurance costs for luxury cars. Many factors are considered in insurance pricing, such as model of vehicle, cc rating, storage and main driving location, how regularly you drive it and how it will be used, the age of the driver, driver experience and whether other people will drive the vehicle.

Our preference is to have cars garaged but if your car is not garaged then we can still look at the risk and rate it appropriately. For example, your car may be behind a locked gate. We treat this just like a garage.

Roadside assistance is available as an optional extension to your policy. Please contact us for current pricing.

To see the Roadside Assistance options - visit www.journeyon.co.nz

Upon application, we can extend terms to provide you cover for certain approved track days. Every track day and driver is subject to application, and are monitored and approved on a case by case basis.

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

Different insurers have different classifications. Star Insurance Prestige considers vehicles that are valued over $100,000 and have been manufactured by one of the European or UK vehicle manufacturers as a luxury vehicle.

Star Insurance Prestige has a comprehensive list of insurance benefits included in their Prestige and Luxury vehicle insurance policies. They also have specialist vehicle assessors covering New Zealand to ensure your vehicle is repaired correctly, using only manufacturer parts to ensure your vehicle warranty is not invalidated.

Different insurance providers define the ways they offer total loss settlements differently. These are how we define our different total loss settlement options for motor vehicles.

Market value:
The reasonable sale price of your vehicle, as estimated by us, immediately before the loss taking into account:
a. the year, make, model and specification of your vehicle; and
b. the general condition of your vehicle, including mileage and hours;
but excluding the presence of any sign writing, vehicle wraps, or artwork on your vehicle unless otherwise advised and accepted by us in writing.

Agreed value:
The lesser of:
a. the vehicle’s market value plus 20%; or
b. the sum insured.

Certified value:
The value of the vehicle specified in a valuation prepared by a motor vehicle valuer recognised by us provided such value is accepted by us and stated in the schedule.

Fixed value:
The value of your vehicle agreed by you and us and stated in the schedule

Construction value:
The base vehicle cost together with all amounts spent restoring the vehicle as at the date of any loss covered by the policy.

We can adjust certain policies to different settlement bases. Please contact us to discuss whether your policy can be adjusted to a different settlement basis.

The highest level of car insurance is insurance that pays if your vehicle was damaged in an accident, was stolen, as well as paying any costs the driver is responsible for. The highest level should also pay for damage to your vehicle from fire or natural disaster such as flood or storm. This type of insurance is often called Comprehensive Insurance. Many insurance companies also provide additional benefits such as replacement vehicles, rental cars, and payments for other costs in the event of a vehicle accident.

Yes, when we reference glass, we include windscreens in this description. The description of glass also includes windows, headlights, taillights and the sunroof (if installed)

Luxury car insurance costs can be similar to a standard car. However insurance prices can vary due to the repair techniques required to repair the vehicle along with parts pricing, windscreen replacement costs, along with the age and experience of the driver, where the vehicle will be garaged, the insurer’s experience insuring luxury cars and many other factors the insurer may take into consideration.

Yes, you can insure drag race cars, however it is very unlikely that the vehicle will be insured whilst participating in a drag race. It is more common to be able to purchase race car insurance that provides insurance whilst the race car is being transported to motorsport events and being stored between events.

It depends. Different insurers may or may not offer track day insurance, and if they do they may have different criteria from each other. Star Insurance Specialists can upon application, extend your insurance policy and provide you insurance for certain approved track days. Every track day and driver is subject to application, and are subject to specific terms and conditions that will be advised to the applicant.

It is very difficult to find insurance for a vehicle whilst you are participating or competing in a motor race. It is more common to be able to purchase race car insurance that provides insurance whilst the race car is being transported to motorsport events and being stored between events. Star Insurance motorsport insurance provides off-track insurance for the vehicle including insurance for associated spare parts.

Yes, you can insure modified cars. It is a very good idea to advise your insurer that your vehicle is modified, what type of modifications they are, who has done the modifications and whether they are certified by a professional. Some insurer’s can also provide insurance policies if you are in the process of modifying your vehicle but have not completed the modifications.

Yes, photos are very helpful as they can show our assessing team what has been damaged before the vehicle is seen by a repairer. Please obtain accident site photos only if it is safe to do so.

We are happy for you to take your vehicle to a repairer of your choice. If you need help finding a repairer, our assessors have a list of repairers we can suggest which are best suited for the type of vehicle you have.

Insurance is not compulsory for vehicles. However, if you cannot afford the monetary loss if something happens to your vehicle, project car insurance may be a good idea. If you had Project Car insurance it could also provide financial protection to you in the event you are responsible for any liability costs, such as damage to property if your project car burst into flames and burnt a building down.

Yes, we do. Our policy has a standard limit of $5,000 for spare parts relating to your vehicle. You can increase this amount for an additional premium so please call one of our knowledgeable team to discuss your options.

There is no driver qualification required for classic car insurance. Usually all you need is a car manufactured over 25 years ago although different insurers have different considerations. Star Insurance Specialists have insurance policies for classic cars older than 25 years along with policies designed for younger cars but are used as project cars, enthusiast cars, and cars that are not driven every day.

You should advise your insurance company that you use your car every day. Many insurance companies can still insure classic cars that are used every day. Star Insurance Specialists design their insurance policies specifically tailored for your individual circumstances.

Proportionally to the value of the vehicle, classic car insurance costs can be significantly cheaper than standard car insurance. However insurance prices can vary due to the age of the driver, the experience of the driver and where the vehicle will be stored, the classic car experience of the insurer along with other factors they may take into consideration.

It is very difficult to find insurance for a vehicle whilst you are participating or competing in a motor race. It is more common to be able to purchase race car insurance that provides insurance whilst the race car is being transported to motorsport events or being stored between events. Costs can vary significantly based on the different values of race cars, the value of parts and accessories, where they are stored along with a number of other variables.

Proportionally to the value of the vehicle, vintage and classic car insurance costs can be significantly cheaper than standard car insurance. However insurance prices can vary due to the age of the driver, the experience of the driver and where the vehicle will be stored, the vintage car experience of the insurer along with other factors they may take into consideration.

Usually cars aged over 25 years are considered classic cars. Different insurers have different considerations. Star Insurance Specialists have insurance policies for cars older than 25 years along with policies designed for younger cars but are used as project cars, enthusiast cars, and cars that are not driven every day.

Usually cars manufactured before 1930 are considered vintage cars. Different insurers have different considerations. Star Insurance Specialists have insurance policies for vintage cars, antique cars and classic cars along with policies designed for younger cars but are used as project cars, enthusiast cars, and cars that are not driven every day.

If you’re under 25 give us a call to see if we can embrace you and your vehicle of passion, because every vehicle we insure is based on our knowledge of the car, the market and the driver. 

Yes, we can. We can tailor the policy to your individual needs and ensure that you have the best cover in the market at the most cost-effective premium.

Yes, we offer a storage and restoration cover. Please refer to our Star Prestige, Enthusiast & Everyday policy wording and/or call one of our knowledgeable team to discuss.

Our preference is to have cars garaged but if your car is not garaged then we can still look at the risk and rate it appropriately. For example, your car may be behind a locked gate. We treat this just like a garage.

Roadside assistance is available as an optional extension to your policy. Please contact us for current pricing.

To see the Roadside Assistance options - visit www.journeyon.co.nz

Upon application, we can extend terms to provide you cover for certain approved track days. Every track day and driver is subject to application, and are monitored and approved on a case by case basis.

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

Different insurers use different classifications for vehicle use. Hobby Useage is a way to describe a vehicle that is not used every day, may only travel a small number of kilometres in a 12 month period, and is predominantly driven as a source of enjoyment.

Star Insurance Enthusiast has a comprehensive list of insurance benefits included in their Classic car and Enthusiast insurance policies. They also have specialist vehicle assessors covering New Zealand to ensure your vehicle is repaired correctly, using correct repair techniques and parts suitable to your vehicle.

Star Insurance Enthusiast has a comprehensive list of insurance benefits included in their Vintage Car, Classic Car and Enthusiast insurance policies. They also have specialist vehicle assessors covering New Zealand to ensure your vehicle is repaired correctly, using correct repair techniques and parts suitable to your vehicle.

Different insurance providers define the ways they offer total loss settlements differently. These are how we define our different total loss settlement options for motor vehicles.

Market value:
The reasonable sale price of your vehicle, as estimated by us, immediately before the loss taking into account:
a. the year, make, model and specification of your vehicle; and
b. the general condition of your vehicle, including mileage and hours;
but excluding the presence of any sign writing, vehicle wraps, or artwork on your vehicle unless otherwise advised and accepted by us in writing.

Agreed value:
The lesser of:
a. the vehicle’s market value plus 20%; or
b. the sum insured.

Certified value:
The value of the vehicle specified in a valuation prepared by a motor vehicle valuer recognised by us provided such value is accepted by us and stated in the schedule.

Fixed value:
The value of your vehicle agreed by you and us and stated in the schedule

Construction value:
The base vehicle cost together with all amounts spent restoring the vehicle as at the date of any loss covered by the policy.

We can adjust certain policies to different settlement bases. Please contact us to discuss whether your policy can be adjusted to a different settlement basis.

In short, there are none.

We don’t restrict mileage on your policy as we rate vehicles on how they are used. We understand that some years you may do a big tour, where other years, your vehicle will hardly leave the garage. We don’t restrict kilometres but do ask that you give us an accurate picture of how you are using your vehicle.

Usually cars aged over 25 years are considered classic cars. Different insurers have different considerations. Star Insurance Specialists have insurance policies for cars older than 25 years along with policies designed for younger cars but are used as project cars, enthusiast cars, and cars that are not driven every day.

Yes, when we reference glass, we include windscreens in this description. The description of glass also includes windows, headlights, taillights and the sunroof (if installed)

Yes, the policy automatically includes business and private use.

Note: Business use does not include when you are using your vehicle as a Taxi, Uber, Courier, private hire etc.

Yes, you do have provisions to rent a vehicle in the event of a claim. There are limits and conditions that apply to this, so please check your policy schedule.

Our preference is to have cars garaged but if your car is not garaged then we can still look at the risk and rate it appropriately. For example, your car may be behind a locked gate. We treat this just like a garage.

If the Police are present they will organise this. Alternatively, we can organise accident scene towage at any stage day or night. If it is after business hours, our after hours team will organise towage - however, you may be requested to provide payment security or payment. Once your claim is accepted this will be reimbursed to you in totality.

Roadside assistance is available as an optional extension to your policy. Please contact us for current pricing.

To see the Roadside Assistance options - visit www.journeyon.co.nz

An excess is an amount you must contribute towards the cost of repairs, or payment of a total loss settlement for each event that you have made a claim for.

If we have identified that you were not at fault in an accident and you have provided details of the 'at fault' party your excess may be waived or refunded to you.

Your excess details can be found on your insurance schedule. Your standard excess is determined by your driving history and the value of your vehicle. 

Yes, when we reference glass, we include windscreens in this description. The description of glass also includes windows, headlights, taillights and the sunroof (if installed)

In most circumstances, anyone over the age of 25 and holding a Full New Zealand drivers licence.

Drivers aged under 25 and drivers holding a drivers licence from any country other than NZ can be insured, however, you will need to notify us.