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FAQs


General Questions and Definitions

Q What is MyBubble?

A. MyBubble is our online account management portal for policyholders. With MyBubble, you can:

  • View your policy terms and conditions and Schedule of Insurance
  • Change your personal details – your email, postal address and phone number
  • Make a claim

To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

Q How can I cancel my insurance?

A. Email customerservices@protectyourbubble.com and be sure to provide your policy reference number.

You can also write to us at:

Protect Your Bubble
PO Box 1033
Uxbridge
UB8 9PX

Q How do I file a complaint?

A. Although we set ourselves high standards, if we do not meet your expectations and you are not satisfied in some way, we would like to know. Please call our customer services team on 0844 346 3971*, or follow the guidelines below to file a complaint.

Step 1 – Contact your administrator:

The Quality Assurance Manager
Assurant Services Limited
PO Box 1033
Uxbridge
UB8 9PX

Tel: 0844 346 3980*
Email: complaints@protectyourbubble.com

In your correspondence, please quote your policy or claim reference number.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Customers who bought policies before 19 June 2013 whose complaints cannot be resolved by the end of the next working day will have their complaints passed on to:

Customer Relations Department
UK General Insurance Limited
Protect Your Bubble Bicycle Insurance 2013 220713
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: 0845 218 2685
Email: customerrelations@ukgeneral.co.uk

Step 2 – In the unlikely event that you are still not satisfied with the way your complaint has been handled, you can ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If we are not able to meet our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can contact them at:

7th floor Lloyds Chambers
Portsoken Street
London
E1 8BN

The level of protection for non-compulsory insurance claims is 90% of the value of the claim with no upper limit.

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau. You are advised that any telephone call made to Our Policy Administration, Claims Services and Quality Assurance departments may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and our own staff. It may also be used to provide additional training to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that calls can be recorded and monitored.

Q I can't find the answer to my question. What next?
A. Please email us at customerservices@protectyourbubble.com.
Q What is "accidental damage"?
A. "Accidental damage" is any damage caused to your bike by violent and external means – including vandalism – that isn’t specifically described in your policy’s list of key exclusions.

Policy and Cover

Q What is covered under the Bicycle Insurance policy?
A. Our policy covers:
  • Theft
  • Accidental damage
  • Vandalism
  • Use by family members that permanently live with you
  • New-for-old replacement for a bike up to 3 years old
  • Optional EU cover for up to 90 days per year (30 days per trip) with payment of an additional premium
Q What kinds of bicycles do you cover?
A. We offer insurance for road bikes, mountain bikes, E-bikes, foldable bikes, BMX bikes, hybrid bikes and children’s bikes.
Q Is there an excess fee?

A. Yes – when making a claim, you'll be required to pay an excess fee. The amount of the excess fee is dependent on the value of the bike(s) you're insuring. The excess fees are as follows:

  • £0 – £349.99: £25 excess
  • £350 – £899.99: £50 excess
  • £900 – £1,499.99: £75 excess
  • £1,500 – £2,499.99: £100 excess
  • £2,500 – £8,000.00: £200 excess
Q What do I get with European cover?

A. Opting in for European cover means that – for an additional premium – your bike will be covered anywhere in the European Union against theft, accidental damage and vandalism for a period of 90 days during any one period of insurance (for a maximum of 30 days per trip).

At any point during the term of your policy, you will be able to make adjustments to your cover to add or remove European cover. You can do this by calling our customer services team on 0844 346 3971* or emailing us at customerservices@protectyourbubble.com.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Do I receive a discount if I insure multiple bikes on my policy?
A. Yes, we offer a multi-bike discount. If you add a second bike you will get 10% off your total policy price, and three or more bikes will give you 15% off.
Q How can I pay for my policy?

A. You can pay by Debit or Credit Card in one go for your annual policy, or spread the cost into 12 monthly direct debit payments at no extra cost.

If you choose the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month, whichever suits you best.

Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Therefore, we'll take two months’ worth of premium for your first payment, followed by 10 monthly instalments.

Q How soon will I receive my policy documents after purchasing a policy with you?

A. We no longer routinely send printed version of your Terms and Conditions and Summary of Cover as it helps us to be more environmentally friendly. You will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

You can also have hard copies of your policy documents mailed to you. To request them:

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q What should I do if I replace my bike or want to add more bikes to my policy?

A. If you buy a new bike, or want to insure an additional bike, you can:

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Who is the policy underwritten by?

A. This insurance is arranged and sold by Protect Your Bubble, which is a trading name of Assurant Direct Limited, and is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.

Assurant Direct Limited is an appointed representative of Assurant Intermediary Limited. Assurant Intermediary Limited is authorised and regulated by the Financial Conduct Authority under registration number 311243. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

Q Are parts and tyres covered?
A. No – generally speaking, tyres and other fixed accessories or removable parts are not covered. However, tyres and other fixed parts are covered if the bicycle itself has suffered accidental damage at the same time.
Q My bike costs more than £8,000 – am I still covered?
A. No – we only provide cover for up to £8,000 for each individual bike insured. If your bike costs more than that, you won't be covered for its full value.
Q Who does my policy cover?
A. Your policy covers you and your parents, spouse, partner, children or siblings (aged 16 years or older) who permanently reside with you and are using your insured bike.
Q What are the main exclusions and conditions on this policy?
A. You're not covered for:
  • Theft of your bicycle if it's left unattended for more than 12 hours
  • Theft of your bicycle if it's not secured to an immovable object with the appropriate Sold Secure lock
  • Any claim arising out of cycling as your occupation or profession
  • Damages arising from wear and tear, gradually operating causes, wet or dry rot and frost
  • Cosmetic damages that don't impair how your bike works, like scratches and dents
  • Tyres and accessories, unless they're damaged at the same time as the bike itself

See the rest of our key exclusions in our Bicycle Insurance Terms and Conditions and Summary of Cover.

Q How long am I covered for?
A. Your policy lasts for 12 months; we’ll contact you approximately one month before your renewal date and offer to renew your policy. If you don’t tell us you’d like to cancel your policy, we’ll automatically renew it for you. If you fail to make payments, your policy cover may lapse.
Q If I bought my bike on sale, am I still covered for its full value?
A. Yes – your bike will be insured for its market price, so even if you buy it discounted, we’ll still replace it with an identical model or a model of similar value if necessary.

When possible, try to ensure that you’re getting cover for the amount shown on your proof of purchase.
Q My bike is custom-made – am I still covered?
A. Yes – as long as you can provide us with a receipt for all custom work in the event of a claim. If you don’t have receipts, we won’t be responsible for any custom work for your repaired or replacement bike. We’ll replace individual custom parts, but you will be responsible for your bike’s reassembly. 
Q Are cosmetic damages covered?
A. No – damages are only covered if they impair how your bike works. Scratches, dents and other purely cosmetic damages are not covered. 

Security Requirements

Q What kind of bike lock should I use?

A. When locking your bike (see our security requirements for more detail on when and how you should do this) you will need to use an approved lock, as follows. Most bicycle locks are clearly specified with a "Sold Secure" rating. 

For the value of the bike insured:

  • £0 – £249.99: A "bronze rated" lock tested by Sold Secure is required
  • £250 – £1,499.99: A "silver rated" lock tested by Sold Secure is required
  • £1,500 – £8,000: A "gold rated" lock tested by Sold Secure is required
Q What are the security requirements?
A. The full security requirements are detailed in the policy Terms and Conditions, and vary depending on where your bike is located at the time.
Q What is an “immovable object”?

A. An “immovable object” can be one of the following:

  • A solid object fixed in or on to concrete or stone, which is not capable of being undone or removed from your bike
  • A properly attached car roof rack or car bike rack
  • A rack provided at a train station with the express purpose of securing bikes

Make sure to secure your bike to one of these with an approved lock, otherwise you may not be covered for theft.

Making a Claim

Q Do I need to provide a receipt?
A. When you make a claim, you'll be required to provide us with evidence of ownership. This is the original purchase receipt of your bike, showing the date you bought it, the price you paid for it, details of the bike itself and any other evidence that clearly demonstrates ownership.

Receipts may also be required for any custom work you’ve had completed and for an approved bike lock.

Q How do I make a claim?

A. In the event that your bicycle is stolen or vandalised, you must report it to the police within 48 hours and obtain a crime reference number.

You're able to make a claim by:

Alternatively you can write to us at:

Protect Your Bubble
PO Box 1033
Uxbridge
UB8 9PX

In order to ensure you're fully covered, you'll need the following when you make a claim:

  • Full details of the claim itself
  • Proof of ownership
  • The police crime reference number or a copy of the crime report, if you're filing for theft

Receipts may also be required for any custom work you've had completed and for an approved bike lock.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Do I have to wait before making a claim after I purchase my policy?
A. No – you can claim as soon as you’ve purchased your policy and your payment has been accepted. 
Q What documents and information will I need to make a claim?
A. In order to ensure you're fully covered, you'll need the following when you make a claim:
  • Full details of the claim itself
  • Proof of ownership
  • The police crime reference number or a copy of the crime report, if you're filing for theft

Receipts may also be required for any custom work you've had completed and for an approved bike lock.

Q Will you cover shipping charges if my bike needs repairs?
A. Yes – we’ll cover the shipping costs and arrange for collection of your bike if we confirm that it’s in need of repairs.
Q My bike was stolen and I’ve bought another one. Will you reimburse me for it?
A. No – in the event of a theft, you should notify the police and obtain a police report number.

Once you provide us with that information, we'll facilitate the replacement of your bike. If you purchase your own replacement we will be unable to reimburse you for that cost.
Contact Us

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