FAQs | Shelter Insurance®

Frequently Asked Questions

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 7 a.m. and 10 p.m. CT Mon.-Sat.

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 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?

As of November 2017, we no long charge a monthly payment plan fee. If you have questions, feel free to contact your agent or call 1-800-SHELTER (1-800-743-5837).

How can I file a claim?

For auto glass claims, life policy claims or if you are not a Shelter customer, please file your claim by calling 1-800-SHELTER (1-800-743-5837).

If you are a customer and wish to file a claim on your policy, you may file a claim online or call 1-800-SHELTER (1-800-743-5837).

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).

Does my car insurance policy cover me while I'm driving for a transportation network company?

If you decide to become a driver for a transportation network company (a.k.a. ride sharing company), it's best to talk to your agent about what's covered and what's not.

What is the status of my job application?

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

Where can I find more information about careers at Shelter?

Learn about current job openings at Shelter here.

How do I change 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, contact your agent or call 1-800-SHELTER(1-800-743-5837).

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 going to "My Profile" within your My Shelter account.

 This will only remove the policy from your account view; it will NOT cancel your policy. If you wish to cancel your policy, call your agent or 1-800-SHELTER (1-800-743-5837).

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

- You may not view a policy under certain circumstances for a trust or business.

- You may not be able to view a policy if the named insured has not given you permission to do so.

- You may not see your policy if we do not have all of the personal information needed to associate the policy.

If you need help finding a policy, contact us by email or by phone at 1-800-SHELTER (1-800-743-5837).

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  7 a.m. and 10 p.m. CT Mon.-Sat.

My name has changed. How do I update my name on the policies that appear in My Shelter?

If you need help updating the name on your policy, contact us by e-mail or contact us by phone at 1-800-SHELTER (1-800-743-5837) between 7 a.m. and 10 p.m. CT Mon.-Sat.

Can I make coverage changes to my policy online?

If you wish to make coverage changes to your personal auto policy, you may make those changes through your My Shelter account. To make a coverage change, go to your account and click "Update Coverage" for the auto policy you wish to update.

Coverage changes that can be made through your account include: Bodily Injury, Property Damage, Uninsured Motorist – Bodily Injury, Uninsured Motorist – Property Damage, Underinsured Motorist – Bodily Injury, Medical Payments, Collision, Comprehensive, Roadside Assistance, and Rental Reimbursement. Learn more about each coverage before you make changes.

If you need to make other policy changes or adjust other types of policies, please contact your agent or call 1-800-SHELTER (1-800-743-5837).

Can I make a change to the loan provider on my policy online?

To add, update or remove a financing company for your personal auto, motorhome, motorcycle or ATV policy, simply login to your My Shelter account and click add/update financing company on the policy you need to change.

If you need to update the mortgagee or loan provider on another type of policy, please contact your agent or call 1-800-SHELTER (1-800-743-5837).

Can I purchase an insurance policy online?

You can start the process of purchasing an automotorcycle/ATV, RV, and renters insurance policy online by first obtaining a quote. We'll send your quote to the Agent of your choosing who can then inform you of any discounts you may be eligible for and help you complete your purchase. You can also request a quote from one of our Agents for our other insurance lines.

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).

How can I add 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).

My name has changed. How do I update my name on the policies that appear in My Shelter?

If you need help updating the name on your policy, contact us by e-mail or contact us by phone at 1-800-SHELTER (1-800-743-5837) between 7 a.m. and 10 p.m. CT Mon.-Sat.

Can I make coverage changes to my policy online?

If you wish to make coverage changes to your personal auto policy, you may make those changes through your My Shelter account. To make a coverage change, go to your account and click "Update Coverage" for the auto policy you wish to update.

Coverage changes that can be made through your account include: Bodily Injury, Property Damage, Uninsured Motorist – Bodily Injury, Uninsured Motorist – Property Damage, Underinsured Motorist – Bodily Injury, Medical Payments, Collision, Comprehensive, Roadside Assistance, and Rental Reimbursement. Learn more about each coverage before you make changes.

If you need to make other policy changes or adjust other types of policies, please contact your agent or call 1-800-SHELTER (1-800-743-5837).

Can I make a change to the loan provider on my policy online?

To add, update or remove a financing company for your personal auto, motorhome, motorcycle or ATV policy, simply login to your My Shelter account and click add/update financing company on the policy you need to change.

If you need to update the mortgagee or loan provider on another type of policy, please contact your agent or call 1-800-SHELTER (1-800-743-5837).

Why do I have to contact an agent or customer service for some policy changes?

Insurance can be complex and some changes like adding a new vehicle, changing your address, adding new drivers on your car insurance, etc., require additional questions to be asked. For these types of changes, Shelter requires that you speak with a licensed agent or Customer Service Representative.  Feel free to contact a representative online or call 1-800-SHELTER (1-800-743-5837).

Do I need to notify someone when a change is made to my mortgage company?

Yes, your mortgage company may reach out to us, but it is best to contact your agent or call 1-800-SHELTER (1-800-743-5837) so we can make sure we have the most up-to-date information on your homeowners policy.

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 going to "My Profile" within your My Shelter account.

 This will only remove the policy from your account view; it will NOT cancel your policy. If you wish to cancel your policy, call your agent or 1-800-SHELTER (1-800-743-5837).

How can I file a claim?

For auto glass claims, life policy claims or if you are not a Shelter customer, please file your claim by calling 1-800-SHELTER (1-800-743-5837).

If you are a customer and wish to file a claim on your policy, you may file a claim online or call 1-800-SHELTER (1-800-743-5837).

How do I change 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 report possible insurance fraud?

Report suspected fraud by calling 1-888-804-4693 or by filling out this form.

Where can I find more information about careers at Shelter?

Learn about current job openings at Shelter here.

Does my car insurance policy cover me while I'm driving for a transportation network company?

If you decide to become a driver for a transportation network company (a.k.a. ride sharing company), it's best to talk to your agent about what's covered and what's not.

How can I learn more about Shelter Gardens?

Information about Shelter Gardens can be found here.

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

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