We have split the FAQ's into 10 sections - please click on the relevant link to see those questions.
About the cover
About proof of ownership
About the policy options (Active/Leisure/Electric bike options)
About the policy options (area cover)
About bikes, parts and accessories
About locks and security
About the company
About the site
Problems opening or receiving documents
How to complain
About the cover
1) Your policy states that bikes must be kept indoors. If I were to go shopping, secure my bike with an approved lock to a lamp post and it were then to be stolen from the high street, would I be insured?- Your bike only needs to be kept inside when at the insured location (where you keep your bicycle).
If you are away from the home with the bike and need to leave it unattended, we will cover this providing it has been locked through the frame to an immovable object with an approved lock (a lock from our locklist). The bike can be left unattended for up to 12 hours or 24 hours if left at a train station.
- Your bike only needs to be kept inside when at the insured location (where you keep your bicycle).
- 3) Does your policy cover my bike whilst transported in a plane?
- Provided your bike is suitably packed in a bike bag or box and you have a receipt from the airline that your bicycle was checked onto the aircraft, then your bicycle would be covered against accidental damage. Any claims would still be subject to our minimum claim amount of £100.
As it is virtually impossible to lock a bicycle to an immoveable object whilst being loaded on or off the plane, and also whilst in flight you would not be covered against theft.
- Provided your bike is suitably packed in a bike bag or box and you have a receipt from the airline that your bicycle was checked onto the aircraft, then your bicycle would be covered against accidental damage. Any claims would still be subject to our minimum claim amount of £100.
- 4) Is my bicycle only covered at the address I've given is my bicycle covered whilst locked at work?
- Providing you follow the security requirements your bicycle is covered whether at home, work or out shopping.
It's very important that wherever you leave your bicycle, that it is securely locked (using an approved lock and not left unattended for more than 12 hours (24 hours if left locked at a train station).
- Providing you follow the security requirements your bicycle is covered whether at home, work or out shopping.
- 5) Do you only cover UK residents?
- Yes. You must be a resident of, and domiciled in, the United Kingdom, the Channel Islands, Isle of Man or Northern Ireland. Sorry, we cannot cover residents of Eire.
- 6) Do you operate a bonus scheme?
- Yes, we believe in rewarding loyal customers, even if you are unfortunate enough to make a claim we will not reduce your loyalty bonus. This is how our loyalty bonus system works:
After year one = 5% discount (minimum of £5)
After year two = 7.5% discount (minimum of £5)
Between year three and four = 10% discount (minimum of £10)
Between year five and seven = 15% discount (minimum of £10)
Between year seven and ten = 20% discount (minimum of £15)
- Yes, we believe in rewarding loyal customers, even if you are unfortunate enough to make a claim we will not reduce your loyalty bonus. This is how our loyalty bonus system works:
- 7) I have previously made a claim, will this affect my cover?
- You need to tell us about any bicycle related losses or claims you have had within the last three years whether insured or not. This will not affect your premium but it is important that you make an honest disclosure of any previous claims or losses, as this could invalidate your cover if you do not tell us. If you require the public liability option, you must tell us about any liability, property damage or personal accident related events or claims.
Having made a previous claim won't affect your cover and you will not have to pay a higher premium. You can have up to 2 prior claims and still take out Cycleguard.
You need to complete the claims section of the application form, you must also disclose any criminal convictions for theft or dishonesty. If you are in any doubt, you should tell us.
- You need to tell us about any bicycle related losses or claims you have had within the last three years whether insured or not. This will not affect your premium but it is important that you make an honest disclosure of any previous claims or losses, as this could invalidate your cover if you do not tell us. If you require the public liability option, you must tell us about any liability, property damage or personal accident related events or claims.
- 8) My bicycle isn't brand new - is it still worth insuring?
- Even though we make a small deduction of 10% per year for wear and tear on bikes over 3 years of age it may still be worth insuring your bike if it is under 10 years old, as you will receive some contribution towards the cost of a new bike.
Alternatively, you can select our Cycleguard Roadcare policy which will cover you as a road user for third party damage claims.
- Even though we make a small deduction of 10% per year for wear and tear on bikes over 3 years of age it may still be worth insuring your bike if it is under 10 years old, as you will receive some contribution towards the cost of a new bike.
- 9) What information do you need to start cover?
- We need your name, contact details, date of birth, payment details and the make, model, year of manufacture and serial/frame number of each bicycle you would like to cover.
- 10) Do you insure professional cyclists?
- No, sorry we can only insure cyclists that do not earn their living from cycling.
- 11) What is the minimum/maximum age?
- The minimum age we can insure on our Cycle policy is 16. However we do have a special Cycleguard for Kids policy for children aged between 12 and 15 where you can get an online quote or cover.
The public liability and personal accident cover is only applicable for policyholders aged between 16 and 85. Total permanent disablement is not applicable for those over the age of 65.
- The minimum age we can insure on our Cycle policy is 16. However we do have a special Cycleguard for Kids policy for children aged between 12 and 15 where you can get an online quote or cover.
- 12) What value should I insure my bicycle for?
- For items that can be readily replaced with a new one (or with a similar model), the value should be the usual, undiscounted cost including VAT from a reputable dealer at the time you apply. End of season offers and bargains from Ebay do NOT count as the usual price.
It is better to over insure rather than under insure.
- For items that can be readily replaced with a new one (or with a similar model), the value should be the usual, undiscounted cost including VAT from a reputable dealer at the time you apply. End of season offers and bargains from Ebay do NOT count as the usual price.
- 13) What is the maximum value you insure?
- We can provide cover for individual bicycles and fixed accessories up to a maximum value of £10,000 on any one policy. You can insure up to 3 bicycles on one policy providing the total value does not exceed £10,000.
If you have a bicycle over that value, we may be able to cover you, please call on 0844 826 2297 for an individual quote.
- We can provide cover for individual bicycles and fixed accessories up to a maximum value of £10,000 on any one policy. You can insure up to 3 bicycles on one policy providing the total value does not exceed £10,000.
- 14) Do you cover more than one bicycle on a policy?
- Yes, provided they are all owned and used by the same person.
The bicycle values must not exceed a combined total of £10,000 including any fixed accessories.
If you, your partner or any family members have a bicycle each, you will need to have separate policies.
If other members of your family need occasional use of your bicycle, select the family members option which extends theft and accidental damage cover whilst they use your bicycle.
- Yes, provided they are all owned and used by the same person.
- 15) Is there an excess on this policy?
- That depends on the type of claim:
For theft and accidental damage claims there is no excess but there is a minimum claim amount of £100
If a bicycle is kept overnight in a communal hallway, communal outbuilding or a privately accessed wooden shed there is a 20% or £100 excess on the bicycle value (whichever is the higher). The £100 minimum claim amount still applies.
Public liability claims are subject to a £500 excess for third party property damage only.
- That depends on the type of claim:
- 16) What are your Approved Locks?
- It is a condition of your insurance that you use an approved lock appropriate with the value of your bicycle. Our approved locklist details all of the locks tested by Sold Secure along with other locks which we have experience of being suitable.
- 17) Do I need any specific security on my vehicle or where I keep my bicycle?
- Yes the requirements are quite specific in terms of types of locks and security devices. For more details, see our security requirements guide or the policy wording.
- 18) Am I covered if I lend, loan or hire my bicycle to another person?
- If you choose the 'family members' option, your bicycle will be covered for use by other members of your family against theft and accidental damage only.
A family member means parents, spouse, partner, siblings or children aged 16 years or over but only when living at the insured location.
- If you choose the 'family members' option, your bicycle will be covered for use by other members of your family against theft and accidental damage only.
- 20) Am I covered to take my bicycle abroad?
- This depends on the options you choose with Cycleguard. Our standard cover allows you to use your bicycle anywhere in the UK (England, Scotland, Wales and Northern Ireland).
If you need cover outside of the UK, you can choose to extend this cover to:
Anywhere in EU (30 days per trip) with a maximum of 90 days in any year
Anywhere in the world (up to 45 days in any policy year).
Please note that the Bicycle roadside recovery (Cycleguard Rescue) option provides cover anywhere in the United Kingdom only.
- This depends on the options you choose with Cycleguard. Our standard cover allows you to use your bicycle anywhere in the UK (England, Scotland, Wales and Northern Ireland).
- 21) Can I add or make changes to the policy at any time?
- Yes, you can change or renew your policy by calling us you can also make changes to your policy online.
You can add or delete insured items and change some aspects of your policy. Note that additions will incur additional costs. Additional premiums are charged on a pro rata basis from the date of change.
No refunds are payable for cancellation, in part or in whole, for any reason outside of 28 days from the commencement date other than for amendments allowed.
- Yes, you can change or renew your policy by calling us you can also make changes to your policy online.
- 22) What is public liability cover?
- Public liability is known by a couple of different names personal liability or third party liability. It provides cover against damage to persons or property caused by your proven negligence. Cycleguard offer you the choice of £1, £2 or £5 million of liability cover.
Please take a look at our public liability page for more information.
- Public liability is known by a couple of different names personal liability or third party liability. It provides cover against damage to persons or property caused by your proven negligence. Cycleguard offer you the choice of £1, £2 or £5 million of liability cover.
- 23) I am looking for public liability cover only can you help?
- Yes. If you do not have a bicycle to insure, but require liability insurance, we can offer public liability cover on its own through our Cycleguard Roadcare policy. Use these links to get a quote or take out online cover.
- 24) How does the 'Bicycle roadside recovery (Cycleguard Rescue)' option work?
- If you purchase the recovery option you'll receive a contact number for Call Assist the recovery breakdown providers. We would recommend that you store this number on your mobile phone or in an accessible place when you are out cycling. Call Assist have over 1500 recovery agents and will despatch the nearest one to recover you and your bike. They will then travel to your location and transport you to one of the following:
A suitable cycle repair shop
An appropriate railway station
A car rental agency
The nearest overnight accommodation
Your home
- If you purchase the recovery option you'll receive a contact number for Call Assist the recovery breakdown providers. We would recommend that you store this number on your mobile phone or in an accessible place when you are out cycling. Call Assist have over 1500 recovery agents and will despatch the nearest one to recover you and your bike. They will then travel to your location and transport you to one of the following:
If you can't find an answer to the question you're looking for, submit your question and email address and we'll endeavour to get back to you as soon as possible with the answer. (Monday to Friday, 9am to 6pm only)
Questions marked with an asterisk (*) are compulsory.
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