Dear [NAME]

From Thursday 28th of December 2017, there will be a few changes to our bicycle insurance policy regarding how our breakdown cover works, and how we handle bicycle insurance claims.

We're determined to stay ahead of the competition and we're constantly updating our products to make sure we keep providing you the best cover and service we possibly can.

So What has changed?

Breakdown Recovery

Our breakdown recovery service used to rely on a national network of recovery vans. Your feedback was that they were a little slow and it was an extra hassle to find the breakdown number on our website when stuck out in the middle of nowhere. You told us it would be much easier if we just refunded the cost of a taxi when you get stuck, so that is what we will be doing from now on.

The same caveats apply as before; you can’t jump in a taxi just because you've been dropped by your club mates, but we'll cover the cost if you get stuck due to a mechanical breakdown or accident.

Bicycle Claims

For consistency, our first response for bicycle claims will now be handled by the same team that handle our travel claims, Direct Group. After a good few years of searching, we have now found a claims service that matches our own high standards. We have spent a lot of time looking into this, providing their team with extensive training and we are confident they will do a great job of looking after you.

From now on, when you submit a claims form online, as well as coming to us, a copy will also go to Direct Group. They will take care of collecting the missing data and keep us in the loop at all times and if a resolution is simple, they'll complete your claim there and then. They have authority to transfer funds which removes one step of the process so they will be able to pay claims quicker than before. If things get complicated, they'll refer back to us. Of course, we will still have the final say on claims, we are here to sort out any problems and we will be auditing all the claims to ensure our high standards are met.

The majority of you won’t even notice the differences, but if you have any questions or concerns at all, please get in touch with us.

We have attached an updated copy of the policy wording and a copy can always be can be found online here.

For ease of reference we have summarised the changes on a web page which can be found here.

Yours sincerely,

Ryan Georgiades
Managing Director