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Bicycle Insurance FAQs| Protect Your Bubble UK

General Questions and Definitions

Q I can't find the answer to my question. What next?
A. Please email us at customerservices@protectyourbubble.com or call us on 0330 333 4792. 
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. See below for ways to cancel your policy – be sure to provide your policy reference number when cancelling.

Call us at: 0333 2200 792

Email: customerservices@protectyourbubble.com

Write to us at:

Protect Your Bubble
PO Box 1033

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.
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 0333 2200 792, or follow the guidelines below to file a complaint.

Step 1 – Contact your administrator:

The Quality Assurance Manager
Assurant Services Limited
PO Box 1033

Tel: 0333 220 6008
Email: complaints@protectyourbubble.com

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

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
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
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
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.


*Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

Policy and Cover

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 frame itself has suffered accidental damage at the same time.
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 My bike costs more than £8,000 – am I still covered?
A. No – we only insure bikes which cost a maximum of £8,000 (per bike) brand new at purchase. If your bike cost more than that, you won't be covered.
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 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. 
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 If I bought my bike on sale, am I still covered for its full value?

A. As long as your bike was not worth more than £8,000 when purchased as new then, yes, even if you bought it discounted we’ll still replace it with an identical model, or a model of similar value if necessary.

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 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 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 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 0333 2200 792 or emailing us at customerservices@protectyourbubble.com.

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:

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:

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 Lifestyle Services Group Limited. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority under registration number 315245. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

Security Requirements

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.

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 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

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 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 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.
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 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 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

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.

Contact Us

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