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 locks and security
1) I have a lock which isn't included in your approved lock list – what should I do?- All the locks on our list have been tested by Sold Secure and we are confident that they provide the best level of defence against cycle theft, so we would advise that you buy one of those locks and use your existing lock as a secondary lock.
If you feel that your lock offers the same level of protection to a similar lock on our list, then you can call us or the lock manufacturer to see whether it is suitable. Locks that may fall into this category are:
o Foreign locks which have been tested to a similar standard as Sold Secure but in a different country
o A motor bike or motor scooter lock tested to Sold Secure standards
It's very unlikely that a budget lock or braided lock offer sufficient protection and as mentioned above, we would advise that you invest in an approved lock.
- All the locks on our list have been tested by Sold Secure and we are confident that they provide the best level of defence against cycle theft, so we would advise that you buy one of those locks and use your existing lock as a secondary lock.
- 2) Hi, as part of your security requirements it says the bike must be locked to an immovable object inside the house - is this correct?
- Not exactly – it depends on the insured location (where you keep your bicycle):
If your bike is kept at a house, flat or room (in a communal residence), the bicycle must be kept inside and any security devices (locks, alarms etc) put into use. It does NOT need to be locked to an immovable object.
If the bicycle is stored in a private garage or privately accessed wooden shed, the doors must be locked using 5 lever mortice lock/padlock OR the bicycle must be locked to an immovable object.
If the insured location is a communal hallway or communal outbuilding, the bike must be locked to an immovable object within the building.
- Not exactly – it depends on the insured location (where you keep your bicycle):
- 3) Also the bike cannot always be kept indoors, and at times it will be parked in town and at the university/hospital bike racks for a number of hours, what is the policy on this?
- That's ok, we recognise that bicycles can't always be kept indoors! If you need to leave your bicycle at work, university, hospital, a shop you need to ensure that it's locked to an immovable object using one of our approved locks (see our locklist for details). Unless it's at a train station you can only leave your bike unattended for 12 hours (24 hours if it's locked at a train station).
- 4) Does your policy cover bicycles stored outside overnight, if locked to an immovable object using an approved lock? For instance - a rear garden or a campsite with cycle storage.
- When the bike is at the insured location it must be kept inside a building. If the bike was stolen from the garden (even if secured to an immovable object) your bicycle would not be covered.
When you are away from the home, such as at a campsite, you would be able to lock the bike to an immovable object with an approved lock and leave it unattended for up to 12 hours.
- When the bike is at the insured location it must be kept inside a building. If the bike was stolen from the garden (even if secured to an immovable object) your bicycle would not be covered.
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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