Our claims process
If we accept a claim for a bicycle or cycling accessory covered under this policy, we will, at our discretion:
- Repair your bike
- Replace your bike
- Pay you the amount it would cost to repair or replace it
- Our replacement cost, or
- Your sum insured
- Our purchase cost for an item of equivalent age, standard and condition, or
- Your sum insured
If we choose to repair or replace your bike or cycling gear, our liability will be limited to the cost required to repair or replace it as near as possible to the condition it was in immediately prior to the claimed loss or damage, less any applicable excess.
The most we will pay for any repair or cash settlement will be the lesser of the following, minus any applicable excess:
In the event of a partial loss of a bicycle or cycling accessory, we will pay the lesser of the following, minus any applicable excess:
You may have to contribute towards the cost of repairing or replacing tyres, chains, clusters, chainrings, bearings, seals, shock absorbers, forks or other items that have been affected by wear and tear or rust and corrosion.
The amount you will have to contribute will be determined by the amount of wear and tear or rust and corrosion that is evident at the time of the claim.
Before you start...
Do you have everything you need?
- Your Cycling Insurance policy number and documents
- Details of what happened
- Supporting evidence such as photos, witness statements and reports
- Details of other vehicles, people or properties involved
- Contact details of any witnesses
- Crime reference number, if applicable
Start your claim online
Prefer to start your claim online? No problem, it's often faster than calling us.
Just fill out this form to tell us what happened and what you're claiming for.
During the festive season
- Christmas Eve & New Year's Eve 8am - 4pm
- Christmas Day, Boxing Day & New Year's Day CLOSED
Otherwise it's business as usual, and our emergency helpline is still open 24 hours.
Do you know what you're covered for?
Our 24-hour commitment
We don’t want you to be out of action for any longer than necessary, which is why we aim to resolve your claim within one working day of receiving all required information. Give us a call or start your claim online, and we’ll get you back on your bike as soon as possible.
Preferred repairer
In the event of a claim where we choose to repair your bicycle, we will advise you of our preferred repairer. Please note we reserve the right in all instances to have repairs undertaken at a repairer of our choice.
Replacement parts
If any part of your bicycle requiring repair or replacement is not available in the UK at the time of your claim, the most we will pay in relation to any such part will be the lesser of the manufacturer’s most recent UK price list or the list price of the closest equivalent part available in the UK.
If your bicycle is a total loss
If we’ve paid out on a total loss claim, your bike and other claimed parts or accessories become our property, so we’ll keep the proceeds of any salvage sold.
If your bicycle is a partial loss
If you have a partial loss claim on your bike, parts or accessories, the claimed item(s) will become our property. We'll keep the proceeds of any salvage sold. Your policy will remain active during and after the claim process, so you must keep paying your premium while your bike is being repaired.
Things you need to know
Your cycling insurance excess is a flat rate of £50, which is applicable on a per claim basis. Ongoing claims will be covered up to the policy limit on your current policy.
You must never, without our consent:
- Approve any repairs or arrange replacements
- Dispose of any damaged property
These actions may result in us reducing or denying your claim.
What we need from you
- Proof of ownership and value regarding any claimed loss or damage of your bicycle or custom part or accessory.
- Proof, in the event of a theft or an attempted theft claim, that you complied with the policy’s security conditions. Proof includes, but is not limited to, providing us with:
- the key and receipt for the purchase of the lock, and/or
- a clearly identifiable photo of the key and lock, and/or
- the remains of the lock after your bike was stolen
- evidence of forcible and violent entry or removal of the bicycle
- Help us manage your claim by providing us with appropriate supporting evidence or written statements. We may also need to ask you questions and inspect your bicycle.
- Make your damaged bicycle or custom part or accessory available for inspection by us or another representative nominated by us.
- Keep the bicycle or custom part or accessory that has been damaged and allow us to inspect it or assess repair costs.
- Allow us to take possession of damaged property that is the subject of a claim and retain that property if your claim or any part thereof is settled on a total loss basis.
- Provide us with any information and assistance needed to help us recover compensation or secure an indemnity from a third party.
- Tell us about any other insurance that may be relevant to the claim.
- Answer all questions honestly and completely, and provide us with all relevant information. If you don’t, your claim may be rejected or not paid in full.
- We may reduce or deny your claim in the event that you fail to meet or comply with the above claim requirements.
- the key and receipt for the purchase of the lock, and/or
- a clearly identifiable photo of the key and lock, and/or
- the remains of the lock after your bike was stolen
- evidence of forcible and violent entry or removal of the bicycle
Frequently asked questions
Some cycling insurance claims can be complex, but we aim to help you through the process as quickly and efficiently as possible. Check out some frequently asked questions before starting your claim.
The cycling claims team aims to resolve your claim within one working day, once they’ve received all the relevant information.
There is a flat rate of £50 excess on each claim you make. So, if you need to get your bike repaired, pay the excess when you make your claim and the claims team will pay the bike shop directly.
Making a claim online is easy. First, complete all the relevant information and submit your claim. Once submitted, you will be contacted within 24 hours. Arrangements will then be made for any repairs to be made, or a suitable replacement of your bike.
The claims team will keep you up to date throughout the process and ask for any additional information they may need.
Sorry, we don't offer a no claim discount (NCD) on our cycling insurance.
When you’re ready to make a claim, you will need the following information to hand:
- Your policy number.
- A brief description of the incident: what happened, when, where and how.
- Police Crime Reference (if necessary).
- Supporting evidence e.g. photos, medical reports, invoices etc.
You can suggest a preferred bike shop, but we will make the final decision as to which bike shop carries out the work.
If your claim is declined, you will always be provided with the reason(s) this decision was reached, so that you can understand the claims process.
Please get in touch if you have any questions regarding your claim or the decision.
No. General wear and tear on a bike, such as drivetrain wearing, chain stretching, tire issues and brake pad replacement aren't considered accidental and therefore won’t be covered.
Yes, without this information, your claim can’t be processed and paid. You should always provide proof of ownership when you take out your policy.
If you bought your bicycle new, within the last 30 days, all you need to do is send in a copy of the purchase receipt.
If your bike is older, you’ll need to take a high-resolution photo (using your smart phone or digital camera) of each side of your bike. In each image, you must display a sheet of paper that clearly displays your policy number (be careful not to hide any part of your bike with the paper).
You also need to provide a clear image of your bicycle’s serial number. This can usually be found on the underside of the bottom bracket so you may need to turn your bike upside down to get a good picture. Other common serial number locations include the headset and rear stays.