If you have had an accident, whether it was your fault or not, please contact our helpline 0203 794 9304 and we will provide you with advice about how to proceed when making a claim.

Bicy Insurance wants to make it as simple as possible for you to report a claim. The quickest and easiest way is to register your claim online is clicking the following link below.

Make a Claim

If you are unable to register your claim online, please send us an email to supercoverclaims@directgroup.co.uk, alternatively, you can call our dedicated team of Claim Advisors on 0203 794 9294.

Please remember the following for all claim submissions:

• If your claim is for damage, we will ask you to send the bicycle to our nominated repair centre where we can inspect and repair it. We aim to repair or replace items within 5 to 7 working days.

• If your claim is for the theft or loss of your bicycle you must report the theft or loss to the police and your service provider no later than 48 hours after you notice that your bicycle is missing.

All Bicy claims registered from November 21st are processed by Direct Group Limited.

Certain subsidiaries of Direct Group Limited are authorised and regulated by the Financial Conduct Authority.

Registered office: Quay Point, Lakeside Boulevard, Doncaster, South Yorkshire, DN4 5PL.
Financial Services Register number: 307332. Company number: 2461657. Registered in England & Wales

It is the intention to give you the best possible service but if you do have any questions or concerns
about this insurance or the handling of a claim, you should in the first instance contact

Insurance Factory’s Complaint Manager,
BicyInsurance.com Floor 2,
5000 Lakeside, North Harbour,
Portsmouth,
PO6 3EN,
Tel: 0203 794 9300
Email: Info@Bicyinsurance.com

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient
response.

Insurance Factory Limited will make every effort to resolve your complaint by the end of the third
working day after receipt. If they cannot resolve your complaint within this timeframe, they will
acknowledge your complaint within 5 days of receipt and will do their best to resolve the problem
within four weeks by sending you a final response letter.

If they are unable to resolve your complaint in this time, they will write to advise you of progress and
will endeavour to resolve your complaint within the following four weeks.
If they are still unable to provide you with a final response at this stage, they will write to you
explaining why and advise when you can expect a final response. At this point, you may refer your
complaint to The Financial Ombudsman Service at the following address:

Financial Ombudsman Service
Exchange Tower
Exchange Square
London
E14 9SR
www.financial-ombudsman.org.uk