Bicycle Insurance FAQs

Please click on a question to see the answer. If you still need help please contact us.

IMPORTANT: These FAQs apply to policies bought before 01 April 2024.

Arranging Cover

What is bicycle insurance?

The policy is designed to cover the costs of repairing or replacing your bicycle caused by accidental damage, malicious damage and theft.

How can I pay?

This is an annual insurance cover that can be paid for either in monthly instalments or on an annual basis. If you pay annually, by lump sum then you will have paid for the full annual premium at point of sale. If you pay monthly, your debit or credit card will be debited automatically on a monthly basis over the course of 12 months.

The security of your payment information is very important to us. Your credit or debit card information is collected on a secure HTTPS web page using SSL. We choose credit card processing partners that are fully PCI-DSS compliant, which means they meet all industry standards for cardholder security. We never store your credit card number or your security code (CVV code). We only store a payment "token" (an order number generated by the card processing partner), which allows us to charge your card automatically or to look up your payment transaction without having your card details.

When does cover begin?

Cover will begin on the start date of your policy as shown on your schedule of insurance.

I have changed my mind and would like to cancel my policy?

You have the right to cancel your cycle insurance policy within 14 days of purchasing and you will receive a full refund unless a claim has been made. 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. If you pay monthly and have claimed, you can cancel your policy only once the full annual premium has been paid. To cancel your policy please email us at admin@covercloud.co.uk or use the contact form. Please refer to the policy wording for full details.

My bicycle is more than three years old/was purchased second-hand, can I insure it?

Yes, you can insure the bicycle for the second hand purchase price, as per the receipt/documentary evidence. In relation to any claim made, we will repair, replace or pay for your bicycle on an equivalent type or specification basis.

I have a custom bicycle, made up of different parts, can I insure it?

Yes, please provide the value based on the overall cost of parts using original receipts.

I use my bicycle for work, can CoverCloud insure me?

Cover is provided for commuting purposes. We are unable to provide cover whilst being used for competitive events, professional races or for business/trade purposes such as a courier.

I purchased my Bicycle through the Cycle to Work scheme, can I still purchase a CoverCloud bicycle insurance policy?

Yes, we certainly can insure bicycles purchased through the Cycle to Work scheme.

What’s the maximum value of cycle you will accept?

We can insure bicycles up to the value of £6,000.

If I bought my bike in a sale/discount what should the value be that I insure it for?

You must ensure that the value you selected is sufficient to cover the replacement cost of the cycle once the sale has finished.

Can I use my cycle abroad?

If you purchase the Prime or Ultra cover level, your cycle will be covered for use worldwide except for Cycle Rescue which is provided in the UK only.

Do I need an approved lock?

Yes, you will need to secure your bicycle using a nominated lock from the appropriate Sold Secure category (as specified on your policy schedule):

under £1000 requires a Silver rated ‘Sold Secure’ lock
£1,000 and over requires a Gold or Diamond rated ‘Sold Secure’ lock.

What should I do if my lock isn't on the sold secure list?

Please e-mail details of your lock to admin@covercloud.co.uk to seek approval before arranging cover.

Do I have to provide you with my cycle frame number?

Yes, we require your cycle's frame number at time of purchase or within 7 days of the policy start date.

Can I insure my accessories with you too?

Sure, our Prime and Ultra cover levels include cover for accessories. Accessories are defined as: “Equipment added or fixed to the cycle in addition to the manufacturers original specification, including helmets (excluding airbag helmets), shoes, jerseys or vests, base layers, gilets, glasses & goggles, jackets, shorts, trousers, backpacks, helmet mounted cycling cameras , cycling computers, cycling GPS unit, lights, spare wheels, cycle luggage, cycling tools, cycling armour & guards, locks.”

I paid extra for a spare wheel, do I need to declare it?

Spare wheels are considered an accessory and are included in your cover if you have purchased the Cycle Accessories option.

What is Public Liability cover?

Public liability insurance is included in our Prime and Ultra cover levels and provides cover for claims against you if you damage someone’s property or injure another person whilst using your bicycle.

How do I upload my proof of purchase documents?

Once you have purchased your policy you should also upload evidence of ownership for your insured cycle, lock and accessories within 14 days to your "My Policy" page. In the event of a claim, it will help if you are able to provide a dated photograph of the cycle, along with the accessories, approved lock and frame number.

How do I renew my policy?

If you have chosen to have your policy renewed automatically, we will contact you up to 30 days before the annual renewal date of your policy and we will tell you then if there are any changes to your premium or cover. We will then renew your policy for a further period of 12 months unless you advise us otherwise. Your renewal premium will be taken by the same method used during your initial purchase.

If you have chosen not to have your policy renewed automatically or if we are unable to automatically process your renewal, we will contact you before your renewal date and invite you to renew your policy via our website.

Amending Cover:

I have changed my cycle or moved home. Do I need to inform CoverCloud?: Yes, please contact us via the website website contact form or by email to admin@covercloud.co.uk.
How can I change my payment details?: If you would like to change your payment method or other details please contact us via the website contact form or by email to admin@covercloud.co.uk.

Making a Claim:

How do I make a claim?: To make a claim please follow the instructions on our claims page.
Is there an excess to pay?: Yes, an excess is your contribution in the event of a successful claim. The excess is payable for each and every claim that is made and is noted in your schedule of insurance. Please note that there is an additional excess fee of £50 for any claim made within 30 days of policy commencement.
Will my bicycle be covered for theft if it is left at a train or bus station?: Yes, providing your bicycle has been secured to an immovable object using an approved lock and left for no more than 24-hours.
Do I need to supply a receipt or proof of purchase?: Once you have purchased your policy you should also upload evidence of ownership for your insured cycle, lock and accessories within 14 days to your "My Policy" page.

Complaints:

Who is my insurance with?

This insurance is administered by Acumen Insurance Services Limited trading as CoverCloud Insurance. Acumen Insurance Services Limited is an Appointed Representative of Maintenance Assist Limited who is Authorised and Regulated by the Financial Conduct Authority (FCA). Register number 516611.

Sections 1 - 6 are underwritten by Acasta European Insurance Company Limited, 5/5 Crutchett’s Ramp, Gibraltar, GX11 1AA (registered no. 96218) which is authorised and regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) for the conduct of UK business. Details about the extent of their regulation by the FCA and PRA are available from the insurer on request. The insurer is solely obligated and liable for the covers and benefits provided under this policy.

Section 7 (Cycle Rescue) is provided by Call Assist Limited and is underwritten by DAS Legal Expenses Insurance Company Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority (Register number 304838) and the Prudential Regulation Authority. DAS Legal Expenses Insurance Company Limited's Registered Office is DAS House, Quay Side, Temple Back, Bristol, BS1 6NH.

How can I make a complaint?

If you wish to lodge a complaint against any aspect of our service in the sale or administration of your policy please contact us via the website contact form or by email at admin@covercloud.co.uk.