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Car insurance FAQs

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

1. Will you insure me?

   We may be able to provide you with a quotation if you are aged between 21 and 80. If you, or one of your drivers is aged over 80, we are pleased to be able to refer you to another company within our Group, Sheilas’ Wheels Broker, who can provide quotes up to the age of 99. Their website is www.sheilaswheelsbroker.com or you can contact them by phoning 0800 917 0436

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2. 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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3. 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.

   If you choose to pay your premium in a lump sum using a debit card or credit card belonging to you or by instalments, 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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4. Do I need to provide evidence of my no claim discount?

   Yes, if you decide to take out a policy with us you must provide evidence of your no claim discount as soon as you receive your Welcome Pack.  We'll provide a pre-paid envelope in your Welcome Pack for you to send your proof to us.

   Your proof of no claim discount is usually contained within the renewal invitation or cancellation letter from your most recent insurer.  We only accept proof from UK insurers, relating to a no claim discount earned within the UK on a private car insurance policy. We cannot return your evidence of no claim discount once it has been used for your Sheilas' Wheels policy. 
   
   If we do not receive this within 21 days from the start date of the policy, we will issue a cancellation letter giving you 7 days notice. Your policy will be cancelled at the end of this notice period if we still have not received the evidence of your no claim discount. If we cancel because we did not receive your proof of no claim discount, a cancellation fee will be charged. Our current fees can be seen here: http://www.sheilaswheels.com/car_insurance/small_print/administration_fees/

   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:

   • Proof of no claim discount which is over two years old
   • Certificates of insurance
   • Insurance quotations
   • Proof 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 Call Centre on 0845 603 7874 as we may be able to give you an introductory discount.
   
   Note that you cannot use the same no claim discount on more than one policy at the same time.
   
   If you have any difficulty in obtaining this proof, please call us on 0845 603 7874. 
   
   Alternatively, if you provide your name, address, date of birth and policy number you can email us at ncdvalidation@sheilaswheels.com. 

   Please note that because of the insecure nature of emails we cannot accept any responsibility for data lost or intercepted in transit.  We usually respond to queries within 3 working days.

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5. 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 2 years 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 claim discount entitlement is calculated as the amount of complete "claims free years" from when the incident occurred until the start date of your policy.
   • You may wish to consider our Misfuelling Cover in case you fill up with the wrong fuel by mistake.

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6. Do I qualify for an introductory discount?

   If you already have a policy with us and are buying a second car, but you do not have a second No Claim Discount to apply to, then we may be able to offer you an introductory discount.
   
   Also, if you have been a named driver on another policy for at least one year and are able to provide evidence of your driving record as a named driver elsewhere, we may be able to offer you an introductory discount.
   
   We can only consider offering introductory discounts in the following circumstances:

   • All the drivers are over 25
   • There are no more than two drivers on the policy
   • There have been no ‘non recoverable’ claims in the last 3 years

   Please phone our Call Centre on 0845 604 3550 to find out more.

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7. 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 to your premium.
   
   Please refer to question 4 to see what you need to provide as evidence of your no claim discount.

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

   To ensure your cover remains valid, we ask you to let us know about any important changes. If you do not tell us, this may result in:

   • Your claim being rejected or reduced or
   • Your policy being declared null and void

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

   •  you change your car
   • if the main user of the car changes from the person listed in the Schedule
   • you make any modifications, alterations or changes to the manufacturer’s standard specification for your car, including optional extras fitted to the car when new by the vbehicle manufacturer or dealer 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 and paintwork 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 change the address where you normally live
   • 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
   • You may wish to consider our Misfuelling Cover in case you fill up with the wrong fuel by mistake.

   We may then re-assess your cover and premium.

   Please call us on 0845 603 7874 to make any changes to your policy.

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10. Do you offer non-comprehensive insurance?

    Currently we only offer comprehensive cover policies.

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11. 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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12. Am I covered when I drive abroad?

    Your vehicle must be registered in the UK or the Isle of Man and not be kept outside these jurisdictions for more than 90 days in your year long cover period.

    The cover under Sections 1 - 5 of your policy operates in the UK, the Isle of Man and the Channel Islands and during sea journeys between these constituent parts.

    The territorial limits of the cover under Sections 8 – 14 of your policy are different and are set out in the relevant section of the policy.

    You also have the minimum cover you need by law to use your car in:
    - any country which is a member of the European Union; and
    - any country which the Commission of the European Community approves as meeting the requirements of Article 7(2) of the European Community Directive on Insurance of Civil Liabilities arising from the use of motor vehicles (no 72/166/CEE).

    This may provide less cover than you have in the UK or the Isle of Man and is usually equivalent to the third party only cover available in the UK or the Isle of Man, with no cover for damage to your car. 

    If you ask us, we will provide you with an international motor insurance certificate (Green Card). We will charge an administration fee for this. Our fees are detailed in your Schedule. 

    If you want full policy cover abroad
    In return for any extra premium we may require and an administration fee, we will extend the level of cover provided by your policy under Sections 1 to 7, to named countries in Europe  and give you an international motor insurance certificate (Green Card). You must request this extension to your cover and agree it with us prior to travelling. Your car will also be covered while being carried by a recognised carrier between or within those countries during the period shown in the Green Card.  
    We will allow up to 90 days cover per policy year. This extension does not apply to Sections 8 to 14.

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13. 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, motor sports, speed testing, rallies, trials or competitions, at off road events such as 4x4 events and track days.
    If you want any other people to use your car for business purposes, please call us on 0845 604 3550.

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

    This extension is applicable to the policyholder only. There are certain occupations where cover to drive other cars is not provided and also some age limitations. Your quote summary and policy documents will confirm if you have this cover. Please note that the cover provided to drive other cars is Third Party only. Full details of this extension are detailed in the Policy Booklet.

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15. 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.

    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 you haven't seen our range of products in a while, you may wish to take a look at our three new products - Misfuelling Cover, Key Cover and Excess Protection.

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

    Approximately 22 days 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 are Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 2pm.)

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17. 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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18. 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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19. 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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20. How do I cancel my policy?

    Within the 14 day cooling off period
    You have 14 days from the date you receive your Policy Booklet, Schedule and Certificate of Insurance if you are a new customer or from your renewal date if you are an existing customer to tell us that you want to cancel the policy and to 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 premium you have paid, less the administration fee, to take account of our costs in providing your policy. The administration fee is 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.

    Outside the 14 day cooling off period
    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 the cancellation fee to take account of our costs in providing your policy. The cancellation fee is detailed in your Schedule.

    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.

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

    What you must do
    To enable us to cancel your policy, you must phone us to inform us in the first instance and return your Certificate of Motor Insurance to us at The Equinox, 19 Cadogan Street, Glasgow, G2 6QQ. 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.

    If the premium amount due, including the cancellation fee, when you cancel your policy is more than the amount you have paid, you must pay us the difference.

    By cancelling your direct debit this does not mean that you have cancelled your policy. You will need to tell us you want to cancel your policy and return your Certificate of Motor insurance.

    When your policy is cancelled, all cover provided by the additional services and benefits you chose with your main policy cover will automatically be cancelled at the same time.

    Cancelling additional services and benefits
    You have 14 days from the date you receive your documents if you are a new customer, or from your renewal date if you are an existing customer, to tell us that you want to cancel any of the additional services and benefits you included with your main policy cover. As long as no incidents have arisen which could result in a claim under these sections, we will refund the premium you have paid, less the administration fee. The fees are detailed in your Schedule. If any incidents have arisen which may result in a claim, 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 choose to cancel any of the additional services or benefits you included within your main policy cover after the 14 day period, with the exception of breakdown assistance cover, 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.

    If you choose to cancel your breakdown assistance cover after the 14 day period, we will refund the premium you have paid for your breakdown assistance cover less a pro rata charge for the time you have been on cover.

    Our right to cancel your policy
    We have the right to cancel your policy at any time by giving you seven days notice in writing where there is an exceptional or 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. Exceptional or valid reasons may include but are not limited to:

    • Where we have been 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 by the end of the period notified to you we will issue a letter confirming we have cancelled your policy;
    • 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 significantly hinders our ability to process a claim, or our ability to defend our interests we may issue a cancellation letter to advise you we will cancel your policy if you fail to co-operate with us or provide the required information or documentation within the seven day cancellation notice period;
    • Where we do not receive evidence of your no claim discount within 21 days from the start date of the policy. If we have not received such evidence by the end of the 21 day period, we may issue a cancellation letter and we will cancel your policy if we do not receive evidence of your no claim discount by the end of the seven day cancellation notice period;
    • Where you do not take care of your car as required in the General Conditions section applying to Parts 1 to 7 of this Policy Booklet;
    • Where we reasonably suspect fraud; or
    • Threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers.

    If we do cancel your policy, we will refund the part of your premium you have not yet used less a cancellation fee to take into account our costs in providing your policy. The fees are detailed in your Schedule.

    If we cancel your motor insurance at any time, we will automatically cancel any cover provided by the additional services and benefits you chose with your main policy cover. The premium you have paid for these additional benefits will be retained by us with the exception of the breakdown assistance cover, where we will refund the premium you have paid for your breakdown assistance cover less a pro rata charge for the time you have been on cover.

    If we cancel your policy because we have been unable to collect the premium by direct debit instalments, we will charge the cancellation fee to take account of our costs in providing your policy and for recovering any premium owed to us for the period of cover. The fees are detailed in your Schedule.

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21. 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.

    It is an offence to keep or use 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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22. Does the CIE law affect all registered vehicle keepers?

    It affects 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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23. 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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24. 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
    
    You may wish to consider our Misfuelling Cover in case you fill up with the wrong fuel by mistake.

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25. 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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