If you can’t find the answer you’re looking for, please call us on 0333 000 1234 or use our live chat service during business hours.
Frequently Asked Questions
- Do I need to obtain anything from people using my bikes, prior to hiring them?
- Do my bicycles need to be secured using specific locks?
- What is the correct rated lock for my bike’s value?
- I don’t have receipts for my locks – what are my options?
- Do I need approved locks if I always keep my hire bikes in my house, a garage or a shed?
- My hire bikes are left in the care of other people for days/weeks/months. Are they covered?
- Do the bikes need to be locked to anything inside a private garage or shed?
- If my bikes are left attached to a car roof rack, are they covered?
- How often do you deny claims?
- What information do you need to set up cover?
- Where can I find the frame number for my bike?
Do you have any more questions? Email firstname.lastname@example.org and we'll find the answer
Am I covered outside of Britain?
Yes. The policy provides theft and damage cover for up to 90 days worldwide per year. Personal liability and cycle rescue cover are only available in Britain.Back to FAQs
Who is covered?
Any person using your hire bicycles, who has obtained prior permission from you and has agreed to abide by the insurance terms and conditions.Back to FAQs
If someone injures themselves whilst using my hire bicycles, am I covered?
No. You would need to arrange separate public liability insurance for your business activities.Back to FAQs
If someone using my bikes damages someone else’s property, am I covered?
Yes. This insurance includes £2m Personal Liability cover against damage to third party property which arises from use of your bicycle.Back to FAQs
Do you cover electric bicycles?
Yes, we cover any mechanically or electrically assisted bicycle with an output not exceeding 250w/15.5mph.Back to FAQs
Do I need to obtain anything from people using my bikes, prior to hiring them?
Depending on the nature of your cycle hire scheme, we may ask that a deposit is taken before a bike is lent out in order for the insurance to remain valid. This will be agreed with us upon taking out cover.Back to FAQs
What is the correct rated lock for my bike’s value?
- Bicycles, inclusive of any fixed accessories, that have an insured value of less than £250 – Bronze rated lock
- Bicycles, inclusive of any fixed accessories, that have an insured value of more than £250, but less than £1,500 – Silver rated lock
- Bicycles, inclusive of any fixed accessories, that have an insured value exceeding £1,500 – Gold rated lock
I don’t have receipts for my locks – what are my options?
We will accept any of the following:
- Original dated purchase receipt detailing the make and model of the lock
- Ebay or PayPal dated sale documentation detailing the make and model of the lock
- A dated web receipt from an online retailer detailing the make and model of the lock
- An independently written valuation provided by an accredited cycle retailer detailing the make and model of the lock
If you are unable to provide any of the above, we will accept clear photographs of your lock, both separately from, and locked to, your insured bicycle. Photographs must be supplied to us before you need to make a claim.Back to FAQs
Do I need approved locks if I always keep my hire bikes in my house, a garage or a shed?
Your bicycles only need to be secured using a Sold Secure rated lock when they are being left unattended in a place to which there is public access. When they are stored in a house, garage or shed they do not need to be locked, provided that the building is secured and that they cannot be viewed from outside.Back to FAQs
My hire bikes are left in the care of other people for days/weeks/months. Are they covered?
Yes. Providing that the bikes are stored securely and in line with our policy terms and conditions, they will be covered.Back to FAQs
Do the bikes need to be locked to anything inside a private garage or shed?
Depending on the collective value of your fleet of hire bikes, we may ask that extra security measures are taken in order to validate our insurance. This will be agreed when setting up your cover.Back to FAQs
If my bikes are left attached to a car roof rack, are they covered?
If the roof rack is properly fitted, and you use a Sold Secure lock of the correct rating, you can leave your hire bike unattended on your roof rack for up to 12 hours at a time and it will be covered against theft. When you carry your bicycle on your car roof rack it is covered against accidental damage.Back to FAQs
How often do you deny claims?
We have established a fantastic reputation over nearly thirty years for providing reliable and comprehensive cycle insurance and the vast majority of claims are handled quickly and efficiently, without issue. The only time we are unable to pay out is if you are in breach of the security, or other requirements outlined in your policy. To find out the top 5 reasons we have had to refuse claims in the past, and how to avoid them, click here or check your policy document for full exclusions.Back to FAQs
What information do you need to set up cover?
To set up cover we would need to know the make, model, frame number and full retail replacement value of each bike.Back to FAQs
Where can I find the frame number for my bike?
The frame number can usually be found on the tube that connects your seat pin and your pedals or on the receipt for your bike. It is a relatively long alphanumeric number which the cycle shop you bought the bike from should have a record of too. More info on where to find your bike frame number can be found here.Back to FAQs
What parts / accessories are covered under the Cycle Hire Insurance?
When valuing a bike for this insurance, be sure to give the model’s full recommended replacement value, including the value of your Sold Secure-approved bike lock, as well as any relevant fixed accessories. This is equipment added and fixed to the bicycle in addition to the manufacturer’s original specifications, including trailers and passenger carrying trailers. This also includes permanently fixed accessories and parts, such as a saddle, pannier racks, wheels, tyres, bottle holder, pedals and fixed lights.Back to FAQs
What parts / accessories are not covered?
Many ephemeral cycling accessories which are not fixed to the bike do not qualify for cover. These include drink bottles, bags attached by Velcro, tools secured in Velcro / zipped bags or containers, helmet, pump and clip-on lights. Please get in touch if in doubt.Back to FAQs
How do I make a claim?
You can submit your cycle hire insurance claim online here.
If you require any assistance in submitting your claim, please feel free to call us on 0333 000 1234 and we’ll be happy to help.
Before making a claim, please ensure that you have in place all necessary supporting documentation and evidence. This could mean proof of ownership of the bike and/or lock, photographic evidence and any relevant police reports.Back to FAQs
What can be used as proof of ownership?
To ensure your claim is processed as quickly as possible, we urge you to keep original receipts for cycles insured with us in a secure place as proof of ownership. We do, however, understand that this is not always possible, and in some circumstances will accept a bank statement showing the withdrawal/transfer of payments, a written valuation for a VAT-registered cycle shop, photographs of your bike or an eBay receipt.Back to FAQs
How do I receive settlement?
We always try to replace your bike for a like-for-like model. If we cannot find an exact replacement we will reimburse you up to the insured value for the nearest like-for-like replacement.Back to FAQs
How quickly could my claim be settled?
We can process a claim very quickly – often within a week – if you provide all the correct details and supporting documentation. Failure to provide all the supporting receipts, documents or information, or having to wait for a police report, could significantly delay your claim.Back to FAQs
How much time do I have to submit my claim?
You have 28 days from the date of theft / incident to make your claim. In cases where you are in hospital we ask that you make it as soon as physically possible.Back to FAQs
What if I want to cancel my policy?
You have the right to cancel your policy within 14 days of the start date of the policy without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the policy. Should you cancel after 14 days we will refund you with an amount proportionate to the unexpired period remaining on the policy, unless a claim has been made.Back to FAQs