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Car insurance FAQs

For FAQs relating to breakdown assistance cover please take a look at Breakdown Assistance FAQs page.

1. Can I get a quote if I don't have a registration number?

   Yes. We understand that there may be circumstances where you won't have the registration number of the car you want to insure - it may be that you're thinking of changing cars and want to find out how much it would cost to insure. You can select from our list of cars to get a quotation, but if you decide that you want to buy a policy, then you will need to know the registration number.

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2. Can I cover a personally imported car?

   Yes, but only if the car has been built for the United Kingdom market and has a United Kingdom registration number. We only cover cars built specifically for sale in the United Kingdom.

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3. Do I need to provide evidence of my no claim discount?

   If you decide to take out a policy with us, you'll need to provide evidence of your no claim discount, which must have been earned on a private car insurance policy.  Failure to do so within 24 days will result in your policy being cancelled.

   Your proof of no claim discount is usually one of the documents in your latest renewal invitation from your most recent insurer. It shows the number of years' no claim discount you have earned.

   We only accept proof from UK insurers, relating to a no claim discount which has been earned on a private car policy. We cannot return your evidence of no claim discount once it has been used for your Sheilas' Wheels policy.

   The document must show:

   • the number of years' no claim discount you've earned
   • the expiry date of your last insurance policy and
   • any claims you have made

   If there has been a gap since your previous motor insurance expired, we will require a short covering letter giving the reason for the break in cover.
   
   We are unable to accept the following documents as proof of no claim discount:

   • If proof of no claim is over two years old
   • Certificates of insurance
   • Insurance quotations
   • If proof is from a non UK insurer

   If you already have a policy with us and are buying a second car on which you have not earned any no claim discount then please phone our contact centre on 0845 603 7874 as we may be able to give you and introductory discount.
   
   If you have any difficulty iin obtaining this proof, please call us on 0845 603 7874

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4. I've been driving a company car for the last few years. Will you give me a no claim discount?

   If you are a company car user who is moving to your own insurance, please contact our sales team who can talk you through our requirements.

   The requirements are a letter from your employer confirming:

   • that you were the sole user of the company vehicle;
   • the dates you were covered under the company car scheme,
   • details of any claims, incidents or losses which occurred during this period and whether these were settled on a fault or non fault basis; and
   • that you no longer have a company car and that no more than 3 months have elapsed since you left the company car scheme.
   • Please note if there have been any claims, incidents or losses settled on a "non-recoverable" basis, then your no claims discount entitlement is calculated as the amount of complete "claims free years" from when the incident occurred until the start date of your policy.

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5. What is protected no claim discount for life?

   Protected no claim discount for life guarantees that you will not lose your no claim discount for the life of your policy, regardless of the number of claims you may have providing your policy remains in force and you continue to be eligible for this benefit. You may be able to add it for an additional annual premium at the start of your period of cover, if you have four or more years’ no claim discount.

   No claim discount protection for life can only be added to your policy at the start of the period of cover, and is a benefit that relates to your no claim discount only. It does not protect you against any other changes in your premium.

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

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

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7. What should I do if my circumstances change during the period of insurance?

   You must tell us immediately if any of the following happens:

   •  you change your car
   • you make modifications or changes to your car which improves its value, performance, appearance or attractiveness to thieves. This includes, but is not restricted to, changes to the engine, engine management or exhaust system, changes to the wheels or suspension system, changes to the bodywork, such as spoilers or body kits or changes to the windows, such as tinting
   • you want to use your car for a purpose not included in your Schedule
   • you become aware of any medical or physical condition of any driver covered by your policy, which may affect their ability to drive
   • you or any other driver covered by your policy are convicted of a motoring offence other than fixed-penalty parking offences or is banned from driving
   • you or any other driver covered by your policy is involved in an accident whilst driving another vehicle or suffers a loss, such as a theft, of any other vehicle or makes a claim on any other motor insurance policy
   • you change the address at which you normally keep your car
   • you or any other driver covered by your policy are convicted of any offence relating to fraud, arson or dishonesty
   • you or any other driver covered by your policy change occupation
   • you or any other driver covered by your policy cease to be a permanent UK resident
   • you change your annual mileage.
   • you or any other driver covered by your policy have a car insurance policy cancelled, made void or refused or had a renewal refused

   We may then re-assess your cover and premium. If you do not tell us about any relevant changes, we may:

   • reject or reduce your claim; or
   • declare your policy null and void.

   Please call us on 0845 604 3550 to make any changes to your policy.

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8. Am I covered when I drive abroad?

   Your policy will provide the cover required for Great Britain, Northern Ireland, the Isle of Man and the Channel Islands, and during sea journeys between these places.
   It also provides the MINIMUM cover you need by law to use your car in:

   1. any country which is a member of the European Union; and
   2. any other country for which the Commission of the European Community is satisfied that arrangements have been made to meet the requirements of EC Directives on insurance.

   If you ask, we can provide an international motor insurance certificate (Green Card). This will provide less cover than you have at home. The maximum period that you are covered for is 90 days. We will charge an administration fee for this.

   If you want full cover abroad.
   In return for any extra premium and an administration fee we may charge, we'll provide the same level of cover provided by your policy to named countries in Europe, and certain other countries outside Europe for up to a maximum of 90 days in one policy year, as well as giving you an international motor insurance certificate (Green Card). This extension to your level of cover doesn't include motoring legal protection and breakdown assistance cover. Your car will also be covered while being carried by a recognised carrier between those countries for the period shown on the Green Card.

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9. How do I get my Certificate of Motor Insurance?

   Your Certificate of Motor Insurance is held on our system and will be posted to your contact address by first class mail.

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10. What can I use my car for?

    Your online cover allows use of your car for social, domestic and pleasure purposes, commuting to and from a permanent place of work and allows personal business use for you and your spouse/civil partner/partner, if named on the policy.

    
    You are not covered to use your car for commercial travelling, any purpose in connection with the motor trade, carriage of goods or passengers for hire or reward, racing, pacemaking, speed testing, rallies, trials or competitions.
    If you want any other people to use your car for business purposes, please call us on 0845 604 3550.

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11. Does your policy cover me to drive other cars?

    There are certain occupations where cover to drive other cars is not provided and also some age limitations. We'll tell you during the quote if this cover is not available. Please note that the cover provided to drive other cars is Third Party only.

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12. How can I pay for my Sheilas' Wheels 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 instalments by direct debit. 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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13. What should I do if I don't want you to send me any marketing material?

    If you don't want to receive any marketing material you can email us at dpo@sheilaswheels.com or write to the Data Protection Officer, Sheilas' Wheels, The Observatory, Reigate, Surrey, RH2 0SG.

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14. How do I cancel my policy?

    If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel 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 decide to cancel, you must return your Certificate of Motor Insurance to us at The Equinox, 19 Cadogan Street, Glasgow, G2 6QQ. As long as no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid, less any administration fee we may charge. The fees are detailed in your schedule.

    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.

    If you do not exercise your right to cancel during the 14 day period, your policy will continue as normal.

    If you cancel your direct debit this does not mean that you have cancelled your policy.

    If you decide to cancel after 14 days you must tell us and return your Certificate of Motor Insurance to us. As long as no incidents have arisen which could result in a claim under your policy, we will refund the part of the premium you have not yet used, less an administration fee to take account of our costs in providing your policy. The fees are detailed in your Schedule.

    If you cancel your motoring legal protection after the 14 day period, we will not refund any of the premium you have paid for this cover and the full annual premium for it will still be payable.

    We will cancel your policy from the date we receive your Certificate of Motor Insurance. If you have lost your Certificate of Motor Insurance, we will ask you to complete a Lost Certificate Declaration and your cancellation will not take effect until the date we receive your Certificate of Motor Insurance or Lost Certificate Declaration. If the amount due when you cancel your policy is more than the amount you have paid, you must pay us the difference.

    If a claim has been made, we will cancel your cover but not refund any premium. If you are paying by instalments, you must still pay us the balance of the full annual premium.

    We also have a right to cancel your policy at any time by giving you seven days’ notice in writing. We will send our letter to the latest address we have for you. If we do cancel your policy, we will refund the part of your premium you have not yet used.

    If you or we cancel your motor insurance at any time, we will automatically cancel any motoring legal protection or breakdown assistance cover purchased with the main policy.

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15. 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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16. 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, including your Certificate of Motor Insurance will be posted to you by first class post.

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17. How do 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 and any changes to the policy cover. We will also tell you what you need to do to renew your policy.
     
    If you pay your premium by direct debit, your policy will automatically be renewed on these terms.

    If you pay your premium by credit/debit card, we may automatically renew your policy using the payment details you have given us. Full details of how to renew your policy will be contained within your policy documents.
     
    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 if you pay by direct debit or if you pay by a single annual credit/debit card payment, we may deduct the full new annual premium from your credit/debit card.

    If you wish to renew your policy using a different payment method or payment details, please contact us prior to your renewal date to arrange this.

    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.

    If you pay your premium by credit/debit card, they may automatically renew your policy using the payment details you have given us.  Full details of how to renew your policy will be contained within your policy documents.

    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, they will continue to make deductions from your bank account if you pay by direct debit or if you pay by a single annual credit/debit card payment, they may deduct the full new annual premium from your credit/debit card.

    If you wish to renew your policy using a different payment method or payment details, you will need to contact the alternative insurer prior to your renewal date to arrange this.

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

    About 4 weeks before your policy is due for renewal, we'll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 6 weeks before the renewal date. To do this please call our Customer Service Department on 0845 604 3550 (office hours : Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 2pm.)

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19. Do you offer non-comprehensive insurance?

    Currently we only offer comprehensive cover policies.

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20. What is Continuous Insurance Enforcement (CIE)?

    The UK has one of the highest rates of insurance evasion in Western Europe. CIE is a new, vehicle record-based compliance and enforcement regime, introduced to reduce the number of uninsured vehicles.

    At present it is an offence to use a vehicle without insurance. From 2011, it will also be an offence to keep a vehicle without appropriate motor insurance, unless it has a valid Statutory Off Road Notification (SORN). The registered keeper of a vehicle will be sent an Insurance Advisory Letter (IAL) if it appears that they have no insurance. This letter will inform the registered keeper of their options to comply with CIE.

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21. Does the new law affect all registered vehicle keepers?

    It will affect all registered vehicle keepers with a taxed vehicle that does not have insurance in force, unless the vehicle has a valid SORN. DVLA will send an Insurance Advisory Letter (IAL) to all registered keepers  without insurance on the Motor Insurance Database (MID), a database of all the insured vehicles in the UK, and not having a valid SORN.

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22. What is the CIE penalty for not having insurance?

    A fixed penalty of £100 will be incurred.

    The vehicle can also be clamped, seized and disposed of and if the fixed penalty is not paid the vehicle keeper could be taken to court and a maximum penalty up to £1,000 could be levied.

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23. What if I have changed my vehicle or have a Cherished plate?

    It is essential you tell your insurer about any change of vehicle or vehicle registration number immediately so your records can be updated.

    For further information on the Continuous Insurance Enforcement – www.mib.org.uk

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