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Frequently asked questions

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Claims

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  • Do I need to fill out a claim form?

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

  • Do I get a refund of my premium if my vehicle is a total loss?

    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.

  • Do I have rental/courtesy vehicle cover?

    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.

  • Do photos of my damaged vehicle help the claims process?

    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.

  • Do you have a list of preferred repairers?

    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.

  • How long after making a claim will it take the assessor to contact me?

    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.

  • I am away from home, will I be covered for accommodation costs?

    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.

  • I am not at fault for the accident, why do I need to lodge a claim and fill in a claim form?

    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.

  • I have an accident that is my fault, should I call the Police?

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

  • I have caused damage to someone else who has no insurance; should I pay them directly?

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

  • I have finance on my vehicle, do you pay me or them?

    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.

  • I have had an accident. What details should I get?

    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.

  • I have received a phone call/letter from the other person’s insurance company, what should I do?

    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 I am not at fault for the accident, when will my excess be waived?

    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 my vehicle is not damaged, do I still need to make a claim?

    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.

     

  • If my vehicle is written off, do I get to keep it?

    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.

  • My vehicle needs to be towed from an accident site, who organises that?

    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.

  • Should I tell the other party that I accept blame / liability?

    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.

  • What is an excess?

    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.

  • What is the process if I have damage to my windscreen/window/rear screen/headlight?

    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.

  • What should I do if my vehicle is stolen?

    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.

  • When should I make a claim?

    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.

  • When will my vehicle be repaired?

    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.

  • When will repairs to the vehicle be authorised?

    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.

  • Who should I contact first if I have had an accident?

    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

  • Will I have to pay an excess?

    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.

  • Will lodging a claim affect my no claims bonus?

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

Star Insurance CamperCare

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  • Agreed Value?

    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.

  • Can I hire out my motorhome/caravan?

    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.

  • Can I increase my policy excess to reduce my premium?

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

  • Can overseas friends borrow our Campervan and be covered by our insurance?

    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.

  • Do photos of my damaged vehicle help the claims process?

    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.

  • Do you have a list of preferred repairers?

    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.

  • Is Glass and Windscreen insurance included?

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

  • My children want to borrow our motorhome but they are under 25; can we extend cover?

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

  • My vehicle needs to be towed from an accident site, who organises that?

    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.

  • What is an excess?

    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.

  • When you say 'glass' does that include the windscreen?

    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)

  • Who can drive my motorhome/caravan?

    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.

  • Who should I contact first if I have had an accident?

    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

Star Insurance Motorcycle

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  • Do photos of my damaged vehicle help the claims process?

    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.

  • Do you have a list of preferred repairers?

    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.

  • Do you offer benefits if I complete a Rider Forever course?

    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 admin@starinsure.co.nz

  • Do you offer Multi-Bike Discounts?

    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.

  • Do you offer storage cover when not in use?

    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. 

  • I am under 25, can you insure me?

    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. 

  • What is an excess?

    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 Insurance Prestige

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  • Do you have a list of preferred repairers?

    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.

  • Does my policy include business and private use?

    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.

  • How do you work out my Sum Insured?

    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.

  • My car is not garaged. Does this mean that we can not have cover under your policy?

    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 included?

    Roadside assistance is available as an optional extension to your policy.

    Currently, this can be purchased for an additional $59.95

  • Track Cover?

    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.

  • What is an excess?

    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.

  • What is the difference between Market Value vs. Agreed Value vs. Certified Value vs. Fixed Value

    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.

  • When you say 'glass' does that include the windscreen?

    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)

Star Insurance Enthusiast

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  • Do photos of my damaged vehicle help the claims process?

    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.

  • Do you have a list of preferred repairers?

    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.

  • Do you offer cover for the spare parts on my vehicle?

    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.

  • I am under 25, can you insure me?

    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. 

  • I have a collection of vehicles. Can you offer me a discount to reflect that I don’t drive these cars very often?

    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.

  • My car is currently off the road; can you cover this whilst it’s laid up?

    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.

  • My car is not garaged. Does this mean that we can not have cover under your policy?

    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 included?

    Roadside assistance is available as an optional extension to your policy.

    Currently, this can be purchased for an additional $59.95

  • Track Cover?

    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.

  • What is an excess?

    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.

  • What is the difference between Market Value vs. Agreed Value vs. Certified Value vs. Fixed Value

    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.

  • What KM limits are on my policy?

    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.

  • When you say 'glass' does that include the windscreen?

    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)

Star Insurance Everyday

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  • Does my policy include business and private use?

    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.

  • Loss of Use?

    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.

  • My car is not garaged. Does this mean that we can not have cover under your policy?

    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.

  • My vehicle needs to be towed from an accident site, who organises that?

    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 included?

    Roadside assistance is available as an optional extension to your policy.

    Currently, this can be purchased for an additional $59.95

  • What is an excess?

    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.

  • What is your standard excess?

    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. 

  • When you say 'glass' does that include the windscreen?

    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)

  • Who can drive my vehicle?

    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.

Star Insurance Auctions

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