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Have questions? Our in-house customer service team is available during extended business hours to help you get the answers you need.

1-800-SHELTER

(1-800-743-5837)
24/7 toll-free
6 a.m. - 12 a.m. CT is the best time to call

By E-mail

Billing

Is your payment process secure?

We take the security of our website and customer information very seriously. All transactions on our website are provided by an industry leader in transaction processing and are extremely secure. To learn more, contact us by e-mail or by phone at 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

Does Shelter save my credit card information?

We take security very seriously. When you make a credit card payment, your credit card information is not stored by Shelter Insurance®. All credit card transactions are processed by a third-party provider, who provides us with a secure code specific to your credit card information. The code can be used to make a future payment, or you can choose to enter different credit card information at that time.

Why do I have three monthly payments instead of four?

Typically, the monthly payment plan for a six-month policy requires a two-month initial payment followed by four monthly payments. However, we cannot always fit four monthly payments within the remainder of your term (due to the date of your first monthly payment and the time required to process it). If that's the case, we will divide the remainder of what you owe between three monthly payments.

Why did my payments increase?

Your payments may increase if you've made a change to your policy. Changes can include adding or removing a vehicle, adding a new driver, or changing an address. If a change was made in the middle of a term while on the monthly payment plan, additional charges will be divided among the remaining payments for that term. If you have questions, contact your agent or call 1-800-SHELTER (1-800-743-5837).

Is there a monthly payment plan fee?

There is a fee associated to each monthly payment for insurance policies other than life insurance. If you choose to pay for more than one policy from the same account on the same day, you will be charged a single fee. If your payments are on different days or from different accounts, you will be charged a separate fee for each withdrawal. If you have questions, contact your agent or call 1-800-SHELTER (1-800-743-5837).

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Claims

How can I file a claim?

You can file a claim online or by calling 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

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Insurance Questions

Does my auto insurance policy cover rental cars?

Depending on the rental car contract and its requirements, there may be some coverage options offered by the rental company that are not available through your auto policy.

To determine whether coverage applies to your specific situation, contact your agent or Customer Service at 1-800-SHELTER (1-800-743-5837).

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Job Opportunities

Where can I find more information about careers at Shelter?

Learn about current job openings at Shelter here.

What is the status of my job application?

You can contact us about your application by sending us an e-mail.

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Life Insurance

How do I change, correct, or cancel my life policy?

Your signature is required to terminate or make changes to your life policy. To have the proper form mailed or faxed to you, contact your agent or call 1-800-SHELTER (1-800-743-5837).

How does value accumulate in my policy?

Universal Life: Universal life policies have a cash value component, which is based on the amount you pay, the interest rate, and policy charges and fees. The value increases if you contribute more to the policy than the costs of policy charges and fees. For example, you may want to keep your premiums lower when you're young and starting a family or buying your first home. That will keep the premiums in line with your other household expenses, but may not contribute to the cash value of the policy.
As you get older and your income increases, you can increase your premium and build up the value of your life insurance policy.

Whole Life: Whole life policies also have cash value component. The value accumulates throughout the life of your policy. Your policy may also earn annual dividends, which will be paid in cash, left to accumulate interest, or used to reduce premiums or purchase additional coverage. Not all whole life policies earn dividends and dividends are not guaranteed.

Term Life: Term life policies do not build cash value.

To learn more, contact your agent or call 1-800-SHELTER (1-800-743-5837).

How can I take value out of my policy?

Universal Life: You can use the cash value you've built up to.

Borrow any portion of the cash surrender value at any time.1
Withdraw any portion of the cash surrender value, as long as at least $25,000 remains in the policy.2
Withdraw the entire cash surrender value at any time.3
An accelerated benefit provision allows a one-time withdrawal of up to 50 percent4 of the death benefit if the insured is terminally ill, with a life expectancy of 12 months or less.

To learn more, contact your agent or call 1-800-SHELTER (1-800-743-5837).

Whole Life: A Whole Life Insurance policy may let you borrow the cash value or receive dividends as loans.

To learn more, contact your agent or call 1-800-SHELTER (1-800-743-5837).

1 Interest will be charged on borrowed funds at a rate not to exceed six percent a year.

2 A charge of $25 will be made for each partial surrender. Each partial surrender will reduce the amount of death benefit.

3 If you surrender the policy during the first 10 policy years or during the first 10 years after an increase in specified amount, there will be a surrender charge. The charge is a percentage of the sum of the surrender factor for the policy or increase and $100, which declines to zero percent after 10 years.

4 Not more than $250,000, less any outstanding loans and unpaid loan interest. You must withdraw at least $5,000.

How will my policy values perform in the future?

To learn more about your policy, call 1-800-SHELTER (1-800-743-5837).

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Online Accounts

How do I change my user ID?

You can change your user ID by accessing the My Profile area within your My Shelter account.

Can I get my policy documents by e-mail?

You can sign up to be notified when new policy documents are available on My Shelter.

How can I add or remove policies from My Shelter?

You can add or remove policies by accessing the My Profile area within your My Shelter account.

Why can't I find a policy I'm trying to add to My Shelter?

If you need help finding a policy, contact us by e-mail. You can also contact us by phone at 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

Why can't I add someone else's policy to My Shelter?

You can only see policies for which you are the named insured or a policy owner. If you have questions, contact us by e-mail. You can also contact us by phone at 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

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Online Purchases

Can I purchase an insurance policy online?

You can purchase an auto, motorcycle / ATV, motor home, and renters insurance policy online. You can also request a quote for one of our other insurance lines. If you have questions, contact us at 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

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Popular Questions

How do I update my address?

To update your address, contact your agent or call us at 1-800-SHELTER (1-800-743-5837).

How can I add or remove policies from My Shelter?

You can add or remove policies by accessing the My Profile area within your My Shelter account.

How can I file a claim?

You can file a claim online or by calling 1-800-SHELTER (1-800-743-5837) between 6 a.m. and midnight CT.

How do I change, correct, or cancel my life policy?

Your signature is required to terminate or make changes to your life policy. To have the proper form mailed or faxed to you, contact your agent or call 1-800-SHELTER (1-800-743-5837).

Where can I find more information about careers at Shelter?

Learn about current job openings at Shelter here.

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Policy Changes

How do I update my address?

To update your address, contact your agent or call us at 1-800-SHELTER (1-800-743-5837).

How do I add a new vehicle to my policy?

To add a new vehicle to your policy, contact your agent  or call us at 1-800-SHELTER (1-800-743-5837).

Adding a new driver to my policy?

To add a new driver to your policy, contact your agent  or call us at 1-800-SHELTER (1-800-743-5837).

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Shelter Almanac

How can I get a copy of the Shelter Almanac?

Learn more about the Shelter Insurance® Almanac, and how to get one.

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Shelter Gardens

How can I learn more about Shelter Gardens?

Information about Shelter Gardens can be found here.

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Vendor/Business

How do I contact Shelter about a business or vendor relationship?

Call us at 1-800-SHELTER (1-800-743-5837).

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