Thank you for submitting your accident claim form. A copy is attached to this email. Please read this email for important information.

We work with two different partners to try and make your claim as quick and easy as possible:

Direct Group are an insurance claims company regulated by the Financial Conduct Authority, and have the authority to look after the admin on our claims. This includes collecting documents, investigating incidences of insurance fraud, and authorising payments either to suppliers or directly to customers.

Carbon Bike Repair are a bicycle specialist. Their team of mechanics and technicians have the knowledge required to assess bike damage, and make decisions about the best solution for your claim. Their bike restoration wing also has the specialist ultrasound equipment we need to get an unambiguous assessment of carbon damage, something a local bike shop cannot provide.

Yellow Jersey sit above these companies, making sure everything is running smoothly. We have the final say on any decisions Direct Group or Carbon Bike Repair make, and are ready to step in if there are any problems. Fortunately, we don't need to do this very often.

If you do run into any issues, the sooner you let us know the better. You can speak to Yellow Jersey directly on 0333 003 0046 Monday to Friday 9 to 5:30.

You will hear from both companies in the coming days as they request bits and pieces from you to progress your claim. You can speed up your claim significantly if you gather these documents now, and have them ready to go.

Carbon Bike Repair will contact you within 1 working day to talk to you about the damage to your bike, the circumstances you detailed in your claim form, and to request photographs of the damage. They will use these photos to produce an initial assessment, decide whether your bike needs to be collected for a full inspection, and give you an estimate for the timeframe of your claim. Read our handy guide to photographing your bike.

Direct Group will contact you within three working days to request copies of some additional documents they need to process your claim. They will need:

• A copy of your photo ID (Passport/ drivers licence)
• Proof of address (utility bill)
• Proof of ownership for the bike (receipts/ photographs)
• And evidence of your trip if the damage happened abroad (boarding passes etc.)

It is slightly unusual for engineers to contact insurance customers and arrange collection of their bikes before their claim has been agreed. If we were to wait for Direct Group to collect all of your information and process your claim through to completion before CBR were allowed to contact you, it would add a huge amount of wasted time onto your claim.

To provide a better service, we work on the assumption that there won't be any issues on the admin side of things, and we get Carbon Bike Repair to contact you straight away. This does mean that bicycles are collected on the proviso that any repair work hasn't been agreed yet, and the bike could be returned unrepaired. We are happy to say this has never happened.

You can read a more in depth guide to our Accidental Damage claims process over on the Yellow Jersey website.

Yellow Jersey