Frequently asked questions

Select a product below to see the FAQs

  • General Questions and Definitions

    • No. Protect Your Bubble no longer distributes Bicycle Insurance policies.

      However, if you are an existing PYB Bicycle Insurance policy holder and you need assistance, as long as you have a valid certificate of insurance, your policy is still valid and we’re still here to help you with any issues you may have. The following FAQs are designed to give existing policy holders further information if required.
    • Yes. Although we are not selling any new policies, all existing policies will be offered for renewal. You will receive a series of emails as your renewal date approaches, offering you the opportunity to renew your policy if you wish.
    • 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 
      Uxbridge 
      UB8 9PX

    • MyBubble is our online account management portal for policyholders, with MyBubble you can:
      - View your policy terms and conditions
      - View your schedule of Insurance
      - Change your personal details - your email, postal address and phone number

      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.

    • Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792. Lines are open Monday to Friday, 8am to 8pm, and Saturday and Sunday, 9am to 6pm. 
    • 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 
      Uxbridge 
      UB8 9PX

      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 
      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.

       

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

    Policy and Cover

    • 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.
    • 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
    • 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 been stolen or suffered accidental damage at the same time.
    • 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.
    • 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.


    • No – damages are only covered if they impair how your bike works. Scratches, dents and other purely cosmetic damages are not covered.
    • 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.
    • 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.
    • 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.
    • 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
    • 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.

    • 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

    • 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
    • The full security requirements are detailed in the policy Terms and Conditions, and vary depending on where your bike is located at the time.
    • 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

    • 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 calling us on 0333 220 0792

      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.

    • 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.

    • 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.

    • 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.
    • Yes - we'll cover the shipping costs and arrange for collection of your bike if we confirm that it's in need of repairs.
    • No – you can claim as soon as you’ve purchased your policy and your payment has been accepted.

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