We have split the FAQs into 12 sections - please click on the relevant link to see those questions.
If you are away from your insured location with your 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 18 hours.
No, your premium will not be affected.
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 claim would still be subject a £25 excess. As it is virtually impossible to lock a bicycle to an immovable object whilst being loaded on or off the plane, and also whilst in flight – you would not be covered against theft.
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 through the frame, to an immovable object with an approved lock and not left unattended for more than 18 hours.
Yes. You must have been a resident of the United Kingdom for a minimum of 12 months at the time of policy inception. You must have a permanent residential address in the UK and have not been travelling abroad continuously for more than 12 months.
Yes, we believe in rewarding loyal customers, even if you are unfortunate enough to make a claim you will still receive your loyalty bonus.
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 require the public liability option, you must tell us about any liability, property damage or personal accident related events or claims. If you are in any doubt, you should tell us.
For a bicycle over 3 years old, depreciation will be deducted from the bike value to take in to account wear and tear. We can cover modified bicycles on an agreed value basis, please contact customer services for more details.
We need your name, address, contact details, date of birth, bicycle value(s), along with the make, model, year of manufacture, serial/frame number(s) of each bicycle and payment details.
No, sorry – we can only insure cyclists that do not earn their living from cycling.
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. Public liability and personal accident cover is only applicable for policyholders aged over 16 years. Total permanent disablement is not applicable for those over the age of 65.
For items that can be readily replaced with a new one (or similar model), the value should be the 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. If your bike is modified you can insure it on an agreed value basis. Please call customer services to discuss.
We can provide a quotation without referral up to a maximum value of £12,500 for individual or multiple bicycles and fixed accessories. You can insure up to 3 bicycles on one policy providing the total value does not exceed the £12,500 limit. If you have a bicycle or bicycles over that value, we may be able to cover you on referral, please call on for an individual quote.
Yes, provided they are all owned and used by the same person. We can cover up to a maximum of 3 bicycles with a maximum combined value of £12,500. For bicycles over this amount please contact the call centre. 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.
This depends on the type of claim. The standard excess is £25 unless otherwise stated within the relevant sections of the policy wording. In respect of any claim for Theft from the Insured Location defined under 1.19e communal hallways, 1.19f communal outbuildings, 1.19g privately accessed wooden sheds and 1.19h privately accessed gardens the following Excess will apply:
It is a condition of your insurance that you use an approved lock appropriate with the value of your bicycle. Our approved locklist details our requirements.
Yes – the requirements are quite specific in terms of types of locks and security devices. For more details, see our policy wording.
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 extension' your bicycle will be covered for use by other members of your family, against theft and accidental damage only.
This depends on the options you choose with Cycleguard. Our standard cover allows you to use your bicycle anywhere in the UK.
If you need cover outside of the UK, you can choose to extend this cover to:
Please note that the Bicycle roadside recovery (Cycleguard Rescue) option provides cover anywhere in the United Kingdom only.
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 reductions in cover.
You must disclose any criminal convictions you have received. If you are in any doubt as to whether this applies to you, you should tell us.
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 £1m, £2m or £5 million of liability cover.
Please take a look at our public liability page for more information.
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.
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:
No we only cover Bicycles. Our definition of a bicycle includes: tricycle and tandem, trailer cycle or push scooter, powered by human pedalling and/or battery which is not subject to the requirements of the Road Traffic Act including any fixed accessories which you specify.
Yes, although you should make sure that the value you insure it for sufficiently covers a new bicycle of the same style, quality and functionality. This is because we replace bicycles on a new for old basis – if you put a lower value in, you may have to make up the difference to get a bicycle of similar functionality.
As you don't have a receipt, we'd advise that you have a picture taken of you with the bike (preferably auto dated) and keep that in a safe place, should you have to make a claim. Keeping a copy of the auction and any Paypal payment record would also be useful.
It's particularly important that you have proof of ownership of any major cycle parts and lock. Proof of this could be packaging, manuals or photos of all of the relevant parts, clearly showing the make (and model if applicable) of that item. Alternatively bank or credit card statements can be provided and in some occasions, retailers may be able to provide copy receipts for larger purchases.
No – you only need to select the Active option if you take part in competitive cycle events.
You do not need the Active option to take part in:
You only need the Active option if you take part in competitive cycle events.
You do not need the Active option to take part in:
If the events are in a foreign country, ensure you have chosen either our EU or worldwide cover extensions.
Our Active option is designed to cover all competitive cycle sports – as triathletes compete against each other you would require the Active option. We now have a policy specifically for triathletes, called Triathlonguard which was created with the unique needs of triathletes in mind (if you compete in triathlon events you still need the Active option).
If your trip will take less than 45 days, then the EU extension or Worldwide cover will be sufficient dependant on where the tour is taking place. If any trip will take longer than 45 days, unfortunately we cannot provide cover.
We can now offer cover on an Agreed Value Basis. This means that depreciation will not be deducted from any claims settlements regardless of the age of your parts / bike. This is only available by contacting our call centre.
When insuring custom built bikes we ask that you insure them for the full retail cost as new to replace with the same or similar frame and components as you currently have. Unfortunately you cannot include the time it would take to build up your bike again.
In the event of a claim you do need to provide us with proof of ownership for your bike and lock, so as your bike does consist of various components we would require receipts, packaging, instruction manuals, or photographs for your bike and the components attached, in order to be able to replace the bike with the same or similar.
We can now offer cover on an Agreed Value Basis. This means that depreciation will not be deducted from any claims settlements regardless of the age of your parts / Bike. Please call the call centre for more information.
You can specify additional components on your policy, such as wheel sets, and you will need to consider these items when selecting your bike value to ensure that your are adequately covered when they are fitted to your bike. Please call us to discuss.
You need to detail your bicycle and any fixed accessories when taking out the policy. If you buy accessories later and add them to your bicycle, you can update the value of your bicycle online or by calling the call centre. You need proof of ownership of the items, this can include receipts, packaging or photos of the items attached to the bicycle.
Yes you can but you will need to either have your post code etched into the frame (which can be done at your local police station or cycle retailer) or put a Datatag inside the frame and provide us with the Datatag number. Datatags can be purchased at many cycle shops and online at Evans Cycles.
Yes – although you need to note this on your policy and ensure the overall sum insured includes the value of the trailer.
Yes, we cover fixed accessories and these should be noted with the bicycle details when you complete an application. Please note that these fixed accessories are only covered when stolen with your bike at the same time.
Our approved lock list has been created to make sure that the best level of defence is being provided against cycling theft. In order for your bike to be covered and for any claims to be successful you must make sure that the lock that you are using is inline with our approved lock list.
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. If your bike is stored in a privately accessed garden again the bike must be locked to an immovable object.
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). The bike can be left unattended for up to 18 hours.
If you have declared your insured location as a privately accessed garden then yes you will be covered as long as all security requirements are met. 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, through the frame of the bike and leave it unattended for up to 18 hours.
Thistle Insurance Services Limited
Tel: 0333 004 3444
The office is open from Monday - Friday 9am - 6pm
Call Assist Ltd
North Station Road
Email: email@example.com or facsimile on 01206 364268. 24 hours a day, 7 days a week.
01206 771767 Rescue Centre
Cycleguard is one of the UK's leading specialist insurance providers for cyclists and their bicycles and we've now been in business for over 13 years. You can find out more about the history of Cycleguard if you're interested.
Cycleguard is a trading name and division of Thistle Insurance Services Limited (a wholly owned subsidiary of Jardine Lloyd Thompson Group PLC).
Call Assist are the company Cycleguard have selected to provide you with this unique rescue service. Call Assist has access to 1,500 recovery operators throughout the UK including Northern Ireland and are regulated and authorised by the Financial Conduct Authority.
A bicycle owner's needs are unique, not only requiring a specialist to whom they can entrust their bike, but also in needing the bike to be recovered immediately if a roadside repair cannot be done.
To ensure you receive a great level of service, we have chosen Call Assist specifically for their experience in this area and the network of dedicated service providers who can assist in the rescue of you and your bike.
Yes, as a division of Thistle Insurance Services Limited, we are authorised and regulated by the Financial Conduct Authority, register number 310419. You can check this on the Financial Conduct Authority's register by visiting their website or by contacting the Financial Conduct Authority on 0800 111 6768.
Yes we have a secure server (SSL), ensuring your details are totally safe and secure.
The site is also monitored daily by McAfee to ensure our site conforms to strict standards.
Thawte Certificate – we are Thawte certified. This certificate acts as our digital ID card and proves we are who we say we are. To obtain this certificate we have had to prove our identity, location and authenticity.
Firstly, please accept our apologies if you are having a problem.
Secondly, please contact us and explain your problem as clearly as possible, also telling us what browser you are using and what platform (eg. ‘Browser issues, on a PC') and we will help you as quickly as possible.
If you are unable to carry out a transaction because the website is down, please call us on 0333 004 3444 and we will do this for you within normal business hours.
Our PDF documents have been created to be opened by Adobe Acrobat version 5 – *read why we've done this.
If you are unable to open the documents, please download the latest version of Acrobat. If you have a previous version installed you may need to uninstall that version for your new Acrobat to work properly.
To uninstall your previous version of Acrobat, go to 'Settings' > 'Control panel' > 'Add/Remove programs'. Then select the correct version of Acrobat and click the 'Change/remove' button. Please note that we cannot be held liable for any damage caused to your PC by the following the above instructions or trying to remove software.
If you have not received your online documents, you may need to check your spam or junk mailbox in your email program. If you still have not received your policy documents, please contact us and provide the following info:
Please allow 3 days for you postal documents to arrive, if you haven't received them by that time, please call us on 0333 004 3444.
If Acrobat asks you for a password
We have security coded all of our policy booklets, if you are trying to copy and paste from the file you will be asked for a password. You can save the file or print the file but you cannot copy any parts of it.
*We use Acrobat 5 to allow better access for those people with viewing impairment and to comply with the Disability Discrimination Act; this is the earliest version that can be read by a screen reader.
If for any reason you are unhappy with us, we would like to hear from you. Making a complaint will not prejudice your right to take legal proceedings.
If you have a complaint about any aspect of this policy, our service or a claim please write to:
The Executive Manager of Customer Complaints
Thistle Insurance Services Limited
If the complaint is still not resolved to your satisfaction, you can approach The Financial Ombudsman Service (FOS) at the address below:
The Financial Ombudsman Service
Tel: 0800 023 4567
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
PIN Finance and Thistle Insurance Services Limited are both part of the JLT group of companies. We are undertaking an internal restructure to consolidate companies and to improve the service that we deliver to our customers. To support this, PIN Finance business will transfer to Thistle Insurances Services Limited.
Your finance payment plan will automatically transfer from PIN Finance to Thistle Insurance Services Limited with effect from the 1st August 2015. No action is required by you.
If you would prefer to pay your finance payment plan off in full by either credit or debit card, please call the UK based customer service team on 0345 450 6397.
No - Your finance payment plan will remain the same and we will continue to administer your plan with no additional charges.
All interest charges remain the same.
No - You will not need to sign any new credit agreement. Your existing agreement will remain in place.
You will see Thistle Insurance appear on your bank statement instead of PIN Finance.
No - There is no change to the date that your monthly payment leaves your bank account.*
*This is subject to no amendments on your policy.
No - There is no change to the amount that you pay each month.*
*This is subject to no amendments on your policy.
No - This is an automated process your loan provider is making and therefore no action required by yourself.
Yes - you will need to notify the person whose account the loan agreement comes out of, this will reduce any confusion, and should they have any further questions, please call our UK base Customer Service team on 0345 450 6397.
Thistle Insurance Services Limited provides premium finance which allows you to help spread the cost of your insurance. We as the finance loan provider pay the premium to the insurer in a lump sum and then collect monthly repayments from you, which include a credit charge.
If you are dealing with your insurance provider by telephone or the Internet, they will collect all the necessary details and set up a Direct Debit in your name and send the information to us. This is why the name Thistle Insurance will appear next to the Direct Debit entry on your bank statement rather than the insurance company's name. We will then email you a welcome pack within a few days to confirm the amount of each monthly payment and when we will be collecting them from your bank account. This will include a copy of the Pre-contract Credit Information which we advise you to read. Please contact us immediately on 0345 450 6397 if any details are incorrect. You should print off, sign and return a copy of the credit agreement to us. We will then collect the agreed number of monthly payments from your bank account.
You need to contact us to discuss the cancellation of your policy. If the terms and conditions allow the policy to be cancelled we will then calculate any rebate due or payments owed on your payment plan.
Yes, you can. Full details will be issued with the renewal documentation from Thistle Insurance Services Limited. In most cases your policy will be arranged to automatically renew however you should still review the renewal documents to make sure the policy continues to meet your needs. We will write to you to advise you of your new monthly payment schedule.
If you miss a payment we will contact you to try to rectify the situation. It is important that you keep up with your payments to ensure that your credit agreement and insurance cover remain in force. If you have any payment difficulties, you should contact us immediately on 0345 450 6397.
If you fail to make your required payment after our attempt to rectify we will issue a default notice. This will give you up to 14 further days to make payment before your agreement will be terminated. Please bear in mind that your insurance cover may be cancelled if you fail to make your monthly payments.
Please call 0345 450 6397 or email us at firstname.lastname@example.org and we will be able to advise you. Please ensure you have paid off your loan in full before cancelling your direct debit agreement.
Yes. We accept most major credit and debit cards. Please call 0345 450 6397 to make arrangements to pay by card.
I was delighted with the service and help I got today from Cycleguard. I needed to make a claim and was talked through the process. Tom was a pleasure to talk to and extremely helpful.
Victoria Smith - Coventry 2015
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