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Home insurance FAQs

1. What does buildings insurance cover?

   It covers your house and the fixtures and fittings, sheds, summerhouses, garages and fixed gazebo, arbours and greenhouses, which are all designed and only used for domestic purposes. It also covers swimming pools, fixed hot tubs, stair lifts, domestic fuel tanks, underground service pipes and cables, sewers and drains, hard tennis courts, terraces, patios, driveways, footpaths, domestic wind turbines, walls, gates, hedges and fences all within the same site at the insured address shown in your schedule.

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2. How much should I insure my contents for?

   This is the replacement value as new for all household goods and high risk items belonging to your household or which your household is legally responsible for. It covers everything you would take with you if you moved. Any item valued £1500 or over other than tables and large furniture items (except for antiques) must be added to your specified items.

   A third of this total will be allocated to high risk items, for example, if your contents sum insured is £30,000, £10,000 will be allocated to high risk items. High risk items are, for example, televisions, mobile phones, DVD players and antiques, and household goods are, for example, tables, freezers and cookers.

   It is important that the sums insured represent the full values of all the items in your home as new. Failure to do so could result in your policy being invalid and we may reject or reduce any claim you make or even treat you as being uninsured. It is your responsibility to ensure you keep your sum insured up to date.

   The best way to combat underinsurance is by making an inventory. To help you, simply download and fill in our Home Contents Calculator and please remember to use the full replacement cost as new - not what you purchased them for and not the value you think they may be worth for resale.
   
   Keep receipts of any new items you buy, as you will be asked for documentation if you need to make a claim.
   

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3. Do you offer accidental damage cover?

   Yes, we do. Accidental damage cover is offered on contents and buildings as an optional extension for an additional premium.

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4. Can I get a no claim discount on home insurance?

   Yes - we offer a no claim discount on contents insurance only. We offer up to 40% no claim discount for 5 claim-free years, which increases by 1% each claim-free year you renew your existing policy with us up to a maximum of 45%, which represents 10 claim-free years. You may also protect your contents no claim discount at new business, provided you have 5 or more claim free years. An additional premium will be charged to protect the discount. If a claim is made during a period of insurance and the discount has been protected the discount will not be affected. If more than one claim is made in a period of cover we will remove the protection.

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5. Can you explain the full claims process to me?

   If you would like some more information about making a claim on your home insurance, go to our home insurance claims FAQs page.

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6. Can I cover my possessions away from home?

   Yes, you can protect your possessions away from your home under our 'contents away from home' cover (also known as personal possessions cover away from home). Sheilas' Wheels will cover your possessions while they're temporarily removed anywhere in the United Kingdom and while they're temporarily removed for up to 60 consecutive days anywhere in the rest of the world. If you have any individual item valued at £1,500 or more, or a pedal cycle worth more than £500, you'll need to tell us about it and we'll class it as a "specified item".

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7. Why do I need Family Legal Protection?

   Family Legal Protection provides you with legal assistance and advice in disputes involving things like employment contracts, purchased goods & services, bodily injury, tax enquiry cases and more.

   You'll also have access to helplines giving advice on European law, tax and health matters.

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8. Are my contents covered for business use?

   Sheilas' Wheels will cover any office furniture and computer equipment owned by you and used for business purposes that are kept in your home up to the policy limit, but not any other items which you own or use (whether totally or partially) for business purposes or which are connected with any employment.

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9. Do I get a discount if I have window and door locks?

   Yes, if you have approved security locks we may be able to offer you a further reduction on your premium.

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10. Do you cover bicycles?

    Yes, our contents in the home (high risk items) would give you basic cover. If you'd like cover away from home, you should add "personal possessions cover away from the home" to your policy. There is a limit of £500 per pedal cycle. If your pedal cycle is worth more than £500 you'll need to tell us about it so that we can class it as a "specified item".

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11. What must I do if my circumstances change during the period of insurance?

    You must tell us as soon as possible about any changes in the information you give us, including the sums insured, building works, convictions and about any other new facts we should take into account when providing you with insurance. We may then re-assess your cover and premium. If you don't tell us about any relevant changes, we may reject or reduce any claim or even treat you as being uninsured.

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12. Why do I need Home Emergency cover?

    For a small additional cost, Sheilas Wheels’ Home Emergency cover offers peace of mind when you need it most - immediately after a domestic emergency in your home. So should you need emergency repairs in a hurry, there's someone you can rely on. Call the Sheilas' Wheels Home Emergency helpline, and arrange for a reputable contractor to come to your home and carry out any immediate repairs.
    
    Sheilas' Wheels will pay, subject to an overall limit of £500, including VAT, per claim for the call out charge, labour costs and parts and materials. Assistance will be provided if an emergency affects your home as a result of damage to your plumbing and drainage system, main heating system, toilet unit, home security, or if you have lost your keys.

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13. Doesn't my home insurance cover me for Home Emergency anyway?

    In the event of an emergency, your home insurance will cover your contents and property for the damage caused to such items as your furniture, carpet, fixtures or fittings. For example, if your central heating system broke down, and leaked water over your carpet, your home insurance would cover the damage to your carpet and any other items affected. However, your home insurance would not cover the repair of the heating system, or the tradesman's call-out charges and hourly rates. Having Home Emergency cover bridges this gap and means that you wouldn't need to worry about finding a reputable tradesman, day or night. Subject to an overall limit of £500, including VAT, Sheilas' Wheels will pay, per claim for the call out charge,labour costs and parts and materials.

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14. Why do I need Pest cover?

    Sheilas' Wheels Pest cover offers peace of mind when you need it most - immediately after you discover a wasp or hornet nest or an infestation of rats, mice, grey squirrels or bed bugs in your house. You'll know that you can simply call the Sheilas' Wheels Pest helpline and arrange for a reputable contractor to come to your house to remove it.  Sheilas' Wheels will pay up to £150 (including VAT) per claim for the call-out charge and the professional extermination or control of the wasps, hornets nest, rats, mice and grey squirrels and £200 (inc. VAT) per claim for a maximum of three treatments / extermination of bedbugs in one infested area in the event of an emergency.

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15. Doesn't my home insurance cover me for pest damage?

    Your Sheilas' Wheels home insurance policy doesn't cover damage to your house caused by pests.

    For an extra premium you'll have the peace of mind of knowing that if you have a wasp or hornet nest or an infestation of rats, mice, grey squirrels or  bed bugs in your house, you can simply call the Sheilas' Wheels Pest helpline and arrange for an approved contractor to deal with it.

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16. How can I pay for my Sheilas' Wheels home insurance policy?

    We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your car policy can be spread over the year by paying installments by direct debit.

    If you choose to pay your premium in a lump sum using a debit card or credit card belonging to you or by installments, we will automatically renew your policy every year using the latest card details provided, unless you have provided us with alternative instructions.

    Please note, that if you have instructed us not to automatically renew, your policy will not be automatically renewed. If you do not contact us to accept the renewal, the policy and your insurance cover will be automatically lapsed. 

    Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

    We accept the following credit and debit cards:

    

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17. What should I do if I don't want you to send me any marketing material?

    We give you an option to tell us during the quote process if you don't want to receive any marketing material. If you don't take up this option and change your mind at any future date, you can also email us at dpo@sheilaswheels.com or write to the Data Protection Officer, Sheilas' Wheels, The Observatory, Reigate, Surrey, RH2 0SG. Please include your full name, address, policy number (if you have one) and date of birth. Please note that because of the unsecure nature of emails we cannot accept any responsibility for data lost or intercepted in transit. 

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18. Cancellation of your home Policy

    When You or We cancel your home insurance Policy as long as no incidents have arisen which could result in a claim under your Policy, We will refund your premium as follows: a) If You cancel within the first 14 days We will refund the premium paid after deducting the administration fee to take into account our costs in providing your Policy. b) If You or We cancel after the first 14 days We will refund the balance of your premium relating to the period for which cover has been provided, after deducting the administration fee to take account of our costs in providing your Policy. If the balance is less than the administration fee, You must pay us the difference. If any incidents have arisen during the Period of Cover and a claim has been made by You, or against You, We will not refund any premium and, if You are paying by instalments, You must still pay us the balance of the full annual premium. All administration fees which include fees for the cancellation and changing of your policy details are specified in your Schedule. a) You have 14 days to cancel this Policy from the date You receive your documents if You are a new customer, or from your renewal date if You are an existing customer. If You do not exercise your right to cancel during the 14 day period, your Policy will continue as normal b) You can decide to cancel your Policy after the initial 14 day period. You must notify us before the cancellation date either in writing or by telephone. Should You wish to cancel your Policy on that same day, You must contact us by telephone c) We have the right to cancel your Policy at any time by giving You seven days notice in writing where there is a valid reason for doing so. We will send our cancellation letter to the latest address We have for You and will set out the reason for cancellation in our letter. Valid reasons may include but are not limited to:
    

    • Where We are unable to collect a premium payment. In this case We will contact You requesting payment. If We do not receive payment We will write to You notifying a period for payment, after which We may cancel your Policy. If We have not received your payment within the period notified to You We will issue a cancellation letter and your Policy will be cancelled if We do not receive your payment by the end of the seven day cancellation period;
    • Where You are required in accordance with the terms of this Policy Booklet to co-operate with us, or send us information or documentation and You fail to do so in a way that affects our ability to process a claim, or our ability to defend our interests We will issue a cancellation letter and We will cancel your Policy if You fail to cooperate with us or provide the required information or documentation by the end of the seven day cancellation notice period;
    • Where You do not exercise the duty of care specified in the General Conditions section applying to Parts A to D of this Policy Booklet;
      Where We reasonably suspect fraud; or
    • Use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers. If You or We cancel your home insurance Policy at any time, We will automatically cancel any family legal protection, home emergency and pest cover You purchased with it.
      Charges for failed direct debit payments
      If You pay your premium by instalments and We are unable to collect a payment due to insufficient funds in your account We will charge an administration fee to resubmit a request for payment.
      Changes to your home Policy
      If You change your Policy details or cover at any time during the cover period, We may charge an administration fee. The administration fees are detailed in your Schedule.

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19. How do I make a complaint?

    Our complaints procedure

    We always aim to get things right first time for our customers although we know that sometimes you will feel this hasn’t happened. We want to hear about this so we have an opportunity to put things right for you.

    If you need to complain we are committed to having an accessible complaints process where we will always try to resolve your complaint speedily and at the earliest possible stage.

    Often if you ring us we can sort things out for you straight away, with this in mind please call us first.

    If it’s about your claim,

    Call 0845 604 3564 about your car insurance claim

    Call 0845 604 4215 about your home insurance claim

    If it’s about any other matter,

    Call 0845 604 3550 about car insurance

    Call 0845 604 4206 about home insurance

    Every effort will be made to resolve your complaint for you within 48 hours. On the rare occasions this can’t be achieved then your complaint will be passed to our Customer Relations department, who act with the full authority of our Chief Executive.

    Your complaint will be acknowledged upon receipt – telling you who will be managing your complaint and how long we expect this to take. Once their investigations are complete a final decision will be sent to you in writing.

    The address of our Customer Relations team is:

    Customer Relations
    esure
    The Observatory
    Reigate
    Surrey
    RH2 0SG

    If after considering our final response you are still dissatisfied, or on the rare occasion that a final decision hasn’t been sent to you within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service. They are an independent body that arbitrates on complaints about general insurance products and other financial services. They can be contacted at:

    The Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR
    Tel: 0300 1239 123 or 0800 0 234 567
    email: complaint.info@financial-ombudsman.org.uk

    The Financial Ombudsman Service will handle most complaints you might have but there are some instances that fall outside of their authority. 

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20. How do I know if my cover has been accepted?

    Once you've entered your payment details, the "payment confirmation" page will be displayed. This page is confirmation of your cover, and will display your policy number and cover start date. Your policy documents will then be posted to you by first class post.

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21. How can I renew my policy?

    Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed.

    If you pay your premium by direct debit:

    • Your policy will automatically be renewed on these terms.
    • In the event that you do not wish to renew your policy, you should tell us before the renewal date.
    • If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.

    If you pay your premium in a lump sum using a credit or debit card belonging to you and you have not specifically opted out of automatic renewal:

    • Your policy will automatically be renewed on these terms.
    • In the event that you do not wish to renew your policy, you should tell us before the renewal date.
    • If you do not tell us and your policy is renewed, we will debit the full renewal premium from the latest debit or credit card provided.

    If we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires. If you pay your premium by direct debit and your insurer changes at renewal:

    • Your policy will automatically be renewed by the alternative insurer.
    • In the event that you do not wish to renew your policy with the alternative insurer, you should tell them before the renewal date.
    • If you do not tell them and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.

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22. Can I renew my policy on this website?

    Unfortunately, we don't currently offer the facility of renewing your home insurance online. Instead to renew, please phone our Call Centre on 0845 604 4208.

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23. Can I renew my policy if I haven't yet received my renewal invitation?

    We'll send you a renewal invitation approximately 4 weeks before your policy expires. However, you can renew your policy in advance of receiving your renewal invitation from 6 weeks before your renewal date. To do this please phone our Call Centre on 0845 604 4208 (office hours : Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 2pm.)

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24. What is Continuous Payment Authority?

    Continuous Payment Authority allows you to automatically renew your policy using the latest debit or credit card details provided by you, unless you have provided us with alternative instructions.  You can also make payments during the year without having to provide card details every time.

    You may choose to specifically opt-out of this via our call centre. Should you do so, please note, that once opted out; your policy will not be automatically renewed.  If you do not contact us to accept the renewal, the policy and your insurance cover will be automatically lapsed. 

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