FAQs

Theft, Accidental Damage, Extended Warranty, Personal Accident (up to £10,000), Public liability cover (up to £1 million) and 60 days international cover.

• Never admit that it was your fault
• Note the driver’s name, address, vehicle registration number and insurance details
• Take names, telephone numbers and addresses of at least two witnesses
• Ring the helpline. We are here to help you through this traumatic situation
• Report the accident to the police
• If injured ensure that you seek medical advice from a hospital or your GP
• Photograph visible injuries
• Keep any damaged clothing and cycle parts and try to obtain a written assessment of the damaged items
• If you incur any expenses as a direct result of the accident, make sure you keep a full record of these along with receipts where appropriate

No, all helpline calls are answered by highly qualified professionals who can help and assist you straight away.

Our cycling helpline is answered 8am to 6pm Monday to Friday by a person based here in the UK and outside of these hours by a voicemail facility where you will be called back as soon as possible by a person trained to help you.

No. These benefits are only available to the policyholder.

No you don't have to pay any legal fees. Part of your Bicycle Protect policy entitles you to free legal advice for accident claims. Our expert lawyers will assess your claim and establish if you have a good case against a third party.

It isn't possible to put an exact figure on this, as every compensation claim is calculated based on things like pain and suffering, both past and future, as well as loss of earnings and other expenses. All we can promise you is that you will get 100% of what you are entitled to.

Does Bicycle Protect make any deductions?  You are guaranteed to keep 100% of your compensation award. We make absolutely no deductions of any kind.

Fortunately, there is an organisation called the Motor Insurers Bureau (MIB), which is funded, by all of the motor insurance companies in the UK. Where a driver who has injured you is uninsured or untraceable, it is still likely that we can claim on your behalf from the MIB.

If your claim is thought to be worth less than £1,000 then this will be referred to the Small Claims Court. The solicitor that you speak to will let you know if this is the case and will pass a Small Claims pack to you. Bicycle Protect do not support these cases, as legal costs cannot be recovered from a third party insurer, even if the case is successful. For this reason, it is uneconomic for Bicycle Protect to fund small claims. In the Small Claims Court injury cases are pursued by litigants in person, the court staff are able to provide assistance. The solicitor who contacts you will be able to advise you further in these types of cases.

Always ring the helpline. They will advise you of the best course of action and help you assess if it is your fault. In any case, never admit liability before speaking to one of our advisers.

Bicy Insurance is a trading name of Insurance Factory Limited.

This insurance is arranged by bicyinsurance.com which is a trading name of Insurance Factory Limited and underwritten by West Bay Insurance PLC. Registered in Gibralter (Reg No.84085). Registered Office: 846 848 Europort, Gibralter.

West Bay Insurance PLC is regulated by the Gibralter Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting insurance business in the UK (No. 211787).

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

Your right to change your mind (cooling off period):

You may cancel the insurance, without giving reason, within 14 days of it starting or (if later) within 14 days of you receiving the insurance documents, by contacting us via.

By Telephone on:             0203 794 9304

By emailing:                        sales@bicyinsurance.com

Or in writing to:                Bicy Insurance, Floor 2, 5000 Lakeside, North Harbour, Portsmouth, PO6 3EN

You will receive a full refund of all premiums paid provided that no claim has been made and you do not intend to make a claim.

Cancellation after the cooling off period:

If you pay your premium by monthly instalments there will be no refund because you will have only paid for the cover you have already received.

If you pay the premium annually then provided no claim has been made you will receive a proportionate refund of the annual premium less an administration fee equal to 25% of the annual premium with a minimum fee applying of £10.

- Any theft where the cycle has not been left unattended when away from the insured location unless it has been locked to an immovable object using an approved lock.

- Any theft from a building, land or premises unless force, resulting in damage to the building was used to gain entry or exit.

- Any claim for cosmetic damage (e.g. scratches) or wear and tear

- An Excess Fee of the first 10% of the maximum cover limit for your cycle, with a minimum charge of £25.

When your cycle is being kept away from your home, you must make sure that it is locked to an immovable object (any solid object fixed in or on to concrete or stone which cannot be removed or lifted, under or over your bicycle, or, a properly fixed vehicle cycle rack, or if at a train station, a cycle rack supplied by the station and under the jurisdiction of the transport police) and that you use an approved lock as listed below:

Cycles up to the value of £250 require a Bronze-rated Sold Secure lock Cycles up to the value of £1500 require a Silver-rated Sold Secure lock Cycles that have a value exceeding £1500 require a Gold-rated Sold Secure lock

Yes. Your cycle cannot be left when away from your home (the insured location) for more than 12 hours at a time and for all this time it must be locked to an immovable object with an approved lock.

You need to inform us about any bicycle related losses you have had during the past 3 years. This will not affect your premium but it is paramount that you answer this question honestly, as any misinformation provided could invalidate any claim you may make.

All bikes must be less than 36 months old at time of insurance purchase and must be in your possession and in full working order. There is no upper limit on the age of the bicycle once insured.

No. We can only insure cyclists who do not earn their living from cycling.

The value should be based on the undiscounted costs of the cycle including VAT.

We currently insure any cycle up to the value of £3000.

Yes. There is an Excess Fee payable for each and every claim of the first 10% of the maximum cover limit for your cycle, with a minimum charge of £25. For any Personal Injury claims there will be an excess fee of £500 and for any Third Party Property damage there will be an excess fee of £250

No. The insurance is only valid for the policyholder.

Yes, you can. Simply email any amendments to sales@bicyinsurance.com or call 0203 794 9304

No. We only offer cover for bicycles.

Yes. In the event of a claim, you will be asked to supply the original receipt for your cycle and if relevant to your claim you will also be asked for the receipt for your approved lock. Alternatively, bank or credit card statements can be provided and, in some circumstances, retailers may be able to provide copy receipts for larger purchases. If no proof of ownership is available, you should not insure your cycle.

We understand that cycles can't always be kept indoors. If you need to leave your bicycle at work, university, train station, a shop or similar, you need to ensure that it's locked to an immovable object using one of our approved locks. You can only leave your bike unattended for a maximum of 12 hours.

Required approved locks are listed below and can be purchased from any supplier:

Cycles up to the value of £250 require a Bronze-rated Sold Secure lock Cycles up to the value of £1500 require a Silver-rated Sold Secure lock Cycles that have a value exceeding £1500 require a Gold-rated Sold Secure lock

Click here to go directly to the Sold Secure locks website

In the event of a claim, we will require a copy of the receipt for the approved lock and +also the damaged lock where applicable, which must be provided at your own cost.

All the locks on our list have been tested by Sold Secure. We are confident that they provide the best defence against bicycle theft. We would recommend that you buy one of our approved locks.

If you feel that your lock offers the same protection to a lock on our list, then you can call us to see whether it is suitable on 0203 794 9304.