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
- I already have a lock. Do I need to buy a new one?
- What is the correct rated lock for my cycle’s value?
- Do I need an approved lock if I always keep my bike in my house, garage or shed?
- Does the bike need to be locked to anything inside a private garage or shed?
- I live in a flat and leave my bike inside the hallway. Other residents have access, but the main door is locked. Do I need to lock my bike?
- I lock my bike to an immovable object under a shelter within a private residents parking area. Will my bike be covered?
- If I leave my bicycle attached to car roof rack, is it covered?
- How often do you deny claims on cycle insurance policies?
- If I don’t have a receipt for my bike – what are my options?
- If I don’t have a receipt for my lock – what are my options?
- Where can I find the frame number for my bike?
- My bicycle doesn’t have a frame number. What do I do?
- I bought my bike through the Cycle to Work scheme – will I be covered under your insurance?
Do you have any more questions? Email firstname.lastname@example.org and we'll find the answer
I already have a lock. Do I need to buy a new one?
If the make and model of your lock is listed on the Sold Secure website then we will accept it if it meets the correct rating of bronze, silver or gold relating to the value of your cycle.
If you receive a cable as part of a pack with a D Lock, please note that this part of the product has not passed the Sold Secure test and is only meant to provide a minimal level of security for accessories.Back to FAQs
What is the correct rated lock for my cycle’s value?
Bicycles, inclusive of any fixed accessories, that have an insured value of less than £250 require a Bronze rated lock.
Bicycles, inclusive of any fixed accessories, that have an insured value of less than £1,500 require a Silver rated lock.
Bicycles, inclusive of any fixed accessories, that have an insured value of £1,500 or more require a Gold rated rated lock.Back to FAQs
Do I need an approved lock if I always keep my bike in my house, garage or shed?
You need only provide ownership of the lock when the bike is stolen or damaged/vandalised whilst locked in a public place or communal hallway. If you never keep your bike in one of these areas and it is kept out of sight in a locked private building, shed or garage, then we will not require proof of ownership of your lock.Back to FAQs
Does the bike need to be locked to anything inside a private garage or shed?
No. As long as the garage or shed is locked- then you will not need to secure your bike when inside.Back to FAQs
I live in a flat and leave my bike inside the hallway. Other residents have access, but the main door is locked. Do I need to lock my bike?
Yes. The bike will need to be locked to an immovable object and stored out of sight from the public, if visible from a window or door. As other residents, and possibly members of the public, can gain entry to the building, the bike would not be covered unless it were locked or stored away from external view.Back to FAQs
I lock my bike to an immovable object under a shelter within a private residents parking area. Will my bike be covered?
Only if there is a locked gate and fence of at least six feet or 1.8 metres in height surrounding the parking area and blocking public access. However if there is no locked gated entry and/or fence the bike will not be covered if it is left for more than 12 hours.Back to FAQs
If I leave my bicycle attached to car roof rack, is it covered?
If the roof rack is properly fitted, and you use a Sold Secure lock of the correct rating, you can leave your bike unattended on your roof rack for up to 12 hours at a time and it will be covered against theft (be aware that if you leave it on the roof rack overnight, a higher excess applies if it is stolen between 1am and 4am). 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 on cycle insurance policies?
We have established a fantastic reputation over more than twenty 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
If I don’t have a receipt for my bike – what are my options?
We will accept a valuation of your bicycle from a VAT registered cycle shop, bank statements detailing the purchase date and amount, Ebay or Paypal transaction receipts (not confirmation emails), hand-written receipts from the previous owner which are dated and signed, or, if you got your bike through a cycle to work scheme, the accompanying documentation detailing the value and purchase date of your bicycle. We recommend obtaining at least one of these pieces of supporting evidence as soon as you take out your insurance policy. Many of our customers find it convenient to email us a copy of their receipt or other proof of ownership when they take out the policy so that we can attach it to their records.Back to FAQs
If I don’t have a receipt for my lock – what are my options?
We will accept photos of the lock and/or bank statement to show the transaction when the lock was purchased. We recommend that you take photos as soon as you take out the insurance in case the lock is stolen along with the bike, otherwise you might not be able to prove ownership after the theft has taken place. If you are supplying photographs as proof of ownership, you should at the very least be sure to provide one close up showing make and model, and one of it locked to the bike, as you would usually secure it (through the frame). All photographs used in support of a claim should be clearly date stamped.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.Back to FAQs
My bicycle doesn’t have a frame number. What do I do?
You can fit your bike with an identity tag. The easiest and most effective way to create your own frame number is to use the Datatag system. The Datatag system includes a four etches to permanently mark your frame and forks and a series of micro dots to mark components. A Datatag can be purchased in most local cycle shops, or you can purchase it online here.Back to FAQs
I bought my bike through the Cycle to Work scheme – will I be covered under your insurance?
Yes, many of our cusomers have bought bikes through the Cycle to Work scheme. Although the bicycle technically remains the property of your employer throughout the Cycle to Work scheme, it is your responsibilty to insure it, because if it is stolen you will still have to repay the loan.Back to FAQs
What parts / accessories are covered under the insurance?
We will cover any item that is efficient in the pursuit of cycling, but is not essential to the operation of the bicycle, including and limited to baskets, bells, bottles, cycle clothing, cycle computers (not including mobile phones), cycle shoes, cycle-specific cameras (helmet, frame or handlebar mounted), heart rate monitors, helmets, lights, mirrors, pannier racks and saddle bags.
When valuing a bike for cycle 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, panniers, wheels (including quick release), tyres, bottle holder, pedals and fixed lights.Back to FAQs
I have a cycle computer that I take with me when I cycle, will this be covered?
Yes, this will be covered under our accessories cover, however, you can only claim for this if you are claiming for the theft or damage of the bicycle and up to £250.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 from a VAT-registered cycle shop, photographs of your bike or an eBay receipt.Back to FAQs
I have been involved in a road traffic accident and my bicycle has been damaged, do I need to report it to the police to claim?
If you have been involved in a road accident you need to report it to the police as a road traffic accident and obtain a road traffic accident reference number. Once you have obtained a road traffic accident reference number, you can then submit your claim form online.Back to FAQs
I sent in my claim, but I forgot to add some information. What do I do?
You can send the additional information to our claims at email@example.com. However, if our claims team need any more information from you, they will contact you.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 10 working days – 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. Don’t forget that you can claim up to £250 towards the costs of hiring a bicycle if your own bike is off the road following a claim. If you would like to make use of this hire bike benefit, please call us for details.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
How do my monthly payments work?
If you choose to pay monthly for your cycle insurance, you will be covered for one month at a time – similar to other products you may be familiar with like Spotify or Netflix. At the end of each month your policy will renew, at which point we will collect your next monthly premium. The agreement you have with us is not a credit agreement, where one years’ cover is split over twelve monthly instalments.Back to FAQs
What if I want to cancel my policy?
You have the right to cancel this 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. You can cancel your cycle insurance by calling us on 0333 000 1234 or send us an email on firstname.lastname@example.org.Back to FAQs
My partner and I are travelling and hiring bicycles to go cycle touring – Are we covered?
We are unable to provide cover for bicycles that have been hired by a company for personal use. Usually, the business you are hiring the bike from will provide adequate cover.Back to FAQs
Will I be covered for racing?
You will be covered for theft and accidental damage.Back to FAQs
Am I covered if I work as a bike courier?
You are covered for all aspects except personal liability and personal accident.Back to FAQs
Can I insure my E Bike?
Yes, we cover electrically – assisted bicycles with an output not exceeding 250 w/15.5 mph.Back to FAQs