Claims Quick Guide

Frequently asked questions

General
Turnaround Time
Supporting Documents
Assessment
Repair or Replacement
Settlements
Dos and Don’ts
  • Our team will assist and guide you throughout the process and strives to ensure that you maintain the same position you were in prior to the loss in a timely manner.
  • The claims process involves third parties like bicycle stores, repairers and wholesalers.
  • Our team will keep you updated on the status of your claim, and you are welcome to inquire at any time.
  • Refer to the claims section of your PDS for a better understanding of how your policy will respond to your claim.
When assessing your claim, certain documentation is required in order to review your claim. The sooner we receive the requested information, the quicker we can progress your claim. Turnaround time ranges between 1-4 weeks depending on circumstances (i.e. repairs required, availability of replacement parts, etc.)

Standard information required in the event of a claim:

  • A completed claim form
  • Purchase receipt for your bicycle

Accidental damage claim requirements:

  • Standard information
  • Clear photos of the whole bicycle in its condition after the accident
  • Photos of the damaged parts/sections of your bicycle

Theft claim requirements:

  • Standard information
  • Bicycle lock proof of purchase (if applicable)
  • Clear photos of the theft location
  • Depiction of how the area where the theft occurred was accessed
  • Police reference number obtained after reporting the theft to the local authorities

Liability claims (Only applicable to Public Liability Policyholders):

After notifying us, our team will review the circumstances of the incident. We will then confirm what information is required. In most cases, the following is required:

  • A written statement and diagram of the incident
  • Contact details of the Third Party and/or witnesses
  • Photos of the damage caused to the Third Party’s property
  • Details of the injuries sustained by the Third Party

Once the relevant documentation is provided, the claims team will review your claim and contact you. Key points to take note of:

  • Additional information might be requested

Based on the initial assessment of the photos provided, you can expect one of the following actions to be taken by our claims team:

  • Provide a claims settlement based on the photo assessment (this applies to certain cases only and depends on each individual claim)
  • Request that you take your bicycle to a bicycle shop for a physical assessment
  • Have the bicycle collected via courier from your location for transportation to an assessor
  • One of our representatives will collect your bicycle to have it assessed
Depending on the outcome of the assessment, your bicycle and/or bicycle parts will be repaired or replaced at our discretion. If you have damage to a carbon frame or component, we will appoint a carbon assessor who will determine whether or not the damage is repairable. We will act based on their advice.
If we determine that your claim is a total loss, you will either be supplied with a new bicycle or offered a cash settlement.

The settlement will be based on the lowest of:

  • your sum insured
  • the value that we are able to replace your bicycle for
  • the depreciated value of your bicycle (where applicable), less any outstanding premium and less the excess
Do Don’t
Inform us immediately of any impending prosecution, inquest or fatal inquiry or civil proceedings Admit responsibility, offer, promise, pay or agree to pay any claim or negotiate with any other persons following an incident
Provide all information as quickly as possible Misstate, omit or conceal a material fact
Take reasonable steps to prevent or minimise further loss or damage Incur costs that have not been specifically agreed by us
Provide an honest account of the events Act in a fraudulent manner

Frequently asked questions

General
  • Our team will assist and guide you throughout the process and strives to ensure that you maintain the same position you were in prior to the loss in a timely manner.
  • The claims process involves third parties like bicycle stores, repairers and wholesalers.
  • Our team will keep you updated on the status of your claim, and you are welcome to inquire at any time.
  • Refer to the claims section of your PDS for a better understanding of how your policy will respond to your claim.
Turnaround Time
When assessing your claim, certain documentation is required in order to review your claim. The sooner we receive the requested information, the quicker we can progress your claim. Turnaround time ranges between 1-4 weeks depending on circumstances (i.e. repairs required, availability of replacement parts, etc.)
Supporting Documents

Standard information required in the event of a claim:

  • A completed claim form
  • Purchase receipt for your bicycle

Accidental damage claim requirements:

  • Standard information
  • Clear photos of the whole bicycle in its condition after the accident
  • Photos of the damaged parts/sections of your bicycle

Theft claim requirements:

  • Standard information
  • Bicycle lock proof of purchase (if applicable)
  • Clear photos of the theft location
  • Depiction of how the area where the theft occurred was accessed
  • Police reference number obtained after reporting the theft to the local authorities

Liability claims (Only applicable to Public Liability Policyholders):

After notifying us, our team will review the circumstances of the incident. We will then confirm what information is required. In most cases, the following is required:

  • A written statement and diagram of the incident
  • Contact details of the Third Party and/or witnesses
  • Photos of the damage caused to the Third Party’s property
  • Details of the injuries sustained by the Third Party
Assessment

Once the relevant documentation is provided, the claims team will review your claim and contact you. Key points to take note of:

  • Additional information might be requested

Based on the initial assessment of the photos provided, you can expect one of the following actions to be taken by our claims team:

  • Provide a claims settlement based on the photo assessment (this applies to certain cases only and depends on each individual claim)
  • Request that you take your bicycle to a bicycle shop for a physical assessment
  • Have the bicycle collected via courier from your location for transportation to an assessor
  • One of our representatives will collect your bicycle to have it assessed
Repair or Replacement
Depending on the outcome of the assessment, your bicycle and/or bicycle parts will be repaired or replaced at our discretion. If you have damage to a carbon frame or component, we will appoint a carbon assessor who will determine whether or not the damage is repairable. We will act based on their advice.
Settlements
If we determine that your claim is a total loss, you will either be supplied with a new bicycle or offered a cash settlement.

The settlement will be based on the lowest of:

  • your sum insured
  • the value that we are able to replace your bicycle for
  • the depreciated value of your bicycle (where applicable), less any outstanding premium and less the excess
Dos and Don’ts
Do Don’t
Inform us immediately of any impending prosecution, inquest or fatal inquiry or civil proceedings Admit responsibility, offer, promise, pay or agree to pay any claim or negotiate with any other persons following an incident
Provide all information as quickly as possible Misstate, omit or conceal a material fact
Take reasonable steps to prevent or minimise further loss or damage Incur costs that have not been specifically agreed by us
Provide an honest account of the events Act in a fraudulent manner

Call us

We love an excuse to talk about bikes so if you can’t find the answer to your question here, call us on: 130 095 1353

Our Cycle Insurance

/ Essential Cover

Essential Cover insurance for only $100 a year.
Non-Medicare medical costs $10,000
Accidental damage $1,500
Malicious damage $1,500
Income replacement $50,000
Theft at or away from home $1,500
3rd Party Property Cover $10,000,000
3rd Party Bodily Injury Cover $10,000,000
Permanent injury $100,000
Loss and damage in transit up to $1,500
Death lump sum payment $50,000
Funeral $5,000
Home help expenses $5,000
Chauffeur plan $4,000
Home and motor vehicle modifications $10,000
Counselling support $2,000
View all benefits

/ Comprehensive Cover

Comprehensive Cover insurance could be for you if you’re looking for cover for racing, travel and up to $30k of theft.
Non-Medicare medical costs $10,000
Accidental damage $30,000
Malicious damage $30,000
Income replacement $50,000
Theft at or away from home $30,000
3rd Party Property Cover $10,000,000
3rd Party Bodily Injury Cover $10,000,000
Permanent injury $100,000
Loss and damage in transit up to $30,000
Death lump sum payment $50,000
Funeral $5,000
Home help expenses $5,000
Chauffeur plan $4,000
Home and motor vehicle modifications $10,000
Parent incovenience expense $2,000
View all benefits