Stella Insurance UK Reviews 499

Worst insurance!! claimed I was doing delivery and was sent an email saying it was cancelled.. call them up and spoke to 4 agents which I was accused doing delivery by going to a hotel all the time which is located near my flat. Then said I went over the mileage by 10 miles when they realised they were wrong, I also paid for extra 1000 miles before this the night before the call. Also I was accused that I have gone over the 1000 miles I purchased night before the call when the car wasn’t driven so total would be 70010+1000. Also was placed on hold 40 mins one time then they drop the call this happened between the other calls some was like 22 minutes, then I had to call back again also told them I have a 24 hour dashcam that I can use to prove that I was not delivering, they also accused me going to the laundrettes was a delivery which the car at the point was stationary for almost 2 hours. Then was threatened they will cancel my insurance many times.

So basically how all this started, I had a online chat which I was in the process of doing food delivery so I wanted to find out more if my insurance had a perk that would allow me to do food deliveries, I asked the online agent and their message was very simple “ we dont cover food deliveries, will you be using your vehicle for food deliveries?” I said yes then she said “ your policy will have to be cancelled” so I said I have another company that allows me to which is called Zego that allows you to keep your personal insurance and Zego can be a pay as you go type of insurance, to correct this I meant at first I know a company not ‘have’. Then agent said “ The policy needs to be cancelled.” “ What date do you want the cancellation to be effective from?”
So I said I haven't done the insurance with Zego yet
But I will contact yourselves when I do,so I told them I haven’t and never said I was doing food delivery because I needed insurance certificate that I can upload to begin the process. I was told again it will be cancelled. Then I received a letter saying my insurance had been voided? This company has very rude agents and some has know clue what the a company they working for is. I would have giving a 0 Star

I just received a message on my app that I went nearly twenty miles over the speed limit approaching a junction. There are traffic lights here, I've never been one mile per hour over the speed limit in hundred of journeys and I drive a little car and am over cautious about my driving always since reading these reviews prior to joining. On top of that I had my mother in the front seat, who is over 87 years old, had a major stroke just two months ago that I was taking to my brother's house. I can't believe what I saw. I check my speed and my every journey on the app every night to check I haven't been remotely over, and everything was fine and well within the limits when suddenly this just changed was amended spontaneously, a journey I had already checked on the app five days ago. I will keep you updated

This is an update on a previous review.
"Nightmare after non fault claim" 26/02/2025

After posting this review my issue was investigated.
I had a reply 3MONTHS after my initial complaint (and countless follow up emails)
Firstly a phone call and then an email
This reply stated that that they apologised for the delay in responding to the complaint, they also apologised that I was told they could not amend the insurance database when they could.
And, as a final goodwill gesture, they would offer me £100.
I was asked to reply to the email accepting this gesture with my bank details.
I looked into the effects of having an open claim on my insurance record for two insurance renewal periods on 3 vehicles and realised the cost of increased policies was substantially more than £100.
I replied to the email explaining that I was not happy by their term of "good will gesture" (as if it was out was out of the goodness of their hearts) and also that I had incurred significantly more losses.
I asked for them to look and reconsider their offer.
I had no response at all.
I followed this up with a further response.
I am still awaiting a response, hence this review, as it seems the only way in which to force Stella to do anything is to shame them!

getting a quote was easy and the cover very clear to understand what was included. I would have given a five but some information on my documents needed correcting.

Really bad experience. I unfortunately had a crash in December and despite all my efforts I still have not received an outcome and it is mid April. Their customer service team are quite intimidating. After ending my policy and paying a lot to cancel plus admin fees the company then sent me constant letters that were extremely intense saying I owed them £0 and if I didn't pay them they would pass them onto to debt collectors. The two stars are for the claims team who were helpful team during my policy with them.

Lots of thanks i love ❤️

Easy to fill in. Support if required

Great service and very helpful

Your emails very intense. Had telematic plug in on Friday was away for weekend and by Sunday had 4 emails threatening cancellation

Easy online access, completion and best quote.

Competitive price.

Quick and easy to add my husband as a named driver to my policy. Make sure you have all driver details ready before you start!

So easy to deal with and easy to follow instructions

Took out and paid for a policy in full back in September 2024 with no real complaints up until this point - other than the annoying threats of cancelling the policy as the device had yet to be fitted (as said device hadn't been delivered).

Moved house (new build) which prompted a request to change the address. Provided my new address details and awaited an update re. the cost of the amendment and any change to the cost of the policy.

Fast forward 24 hours and I received an e-mail advising that my policy would be cancelled in 1 weeks time with no reasonable/rational explanation provided.

Called customer services and spoke with a supervisor who couldn't expand on the reason for the cancellation, simply made assumptions as to the possible reasons and was unable/unwilling to contact the underwriter to obtain actual details. Same supervisor then further irritated me to advise that - as per the terms of the policy - I will also be charged a cancellation fee!!

I asked for a call back / detail provided as to the refund amount seeing as the policy that I paid for in full was being cancelled mid-term. Supervisor confirmed I'd receive this by close of business today and unsurprisingly this hasn't materialized.

Totally unacceptable customer service and, if this is how they treat customers, I'm glad that I've never had a need to make a claim and will take my custom elsewhere.

Ref: 3196257/001

Very easy to deal with

Great and affordable insurance

Helpful on the phone to sort out finer details. Was the cheapest insurance company.

The process was very simple to follow to get my insurance sorted 👌