Sheila's Wheels won't communicate on home insurance

jozijo

A few weeks ago we moved out for a few months to have building refurbishment works done to our house. I've been trying to contact Sheila's wheels since before that date. I have literally spent hours waiting on online chats or the phone and nobody answers 'we're unusually busy' etc or you finally get an answer and they say they are transferring you to someone and nobody comes until you give up 30 minutes later. I've been waiting for 2+ hours at a time. I've been trying to find other ways to inform them, so far I have completed an online form and emailed a customer services email (both automated reply referring back to the chat), and have emailed the CEO of esure (the underwriter). So far nothing. My concern is whether I am covered as my belongings are in the house and the house itself needs to still be insured, but I am officially breaching the conditions (not more than 30 days away and house should be furnished). So what am I supposed to do? Social media seems full of people with similar problems but they don't seem to care! Last time we had building work (Coop was the insurer) I phoned them, spoke to a nice man, paid a few extra quid to cover slightly enhanced insurance and job done. Appreciate any advice. I can write to the ombudsman but that takes time and won't solve the immediate problem of making sure I have adequate cover.

DullGreyGuy

The Ombudman will do nothing other than forward your letter/email to eSure (Shiela's Wheels is just a brand name of eSure). You can only get the Ombudsman meaningfully involved after either 1) you've had a final response to a complaint or 2) 8 weeks have passed since your complaint was made. 

There is little more that you can do than persevere with trying to get through to them unless you decide to buy a specialist policy to cover the renovations now in case you're not covered. Find out what time their telephone lines open and how long it takes to go through the call recordings etc. Trying phoning 2 minutes before the lines open, sometimes lines open early if staff log in early. Alternatively phone 30 seconds early, or however long it takes to get through the recorded messages etc so you are in the queue the second the lines open. 

What work are you having done? If it's just painting and decorating then it's just an unoccupied issue. If it's more than that you may fall foul of the issue of building works which most home insurers won't want to cover whilst anything structural is being done.