Claims guide

Filing a claim, step by step

Four steps from empty rack to payout. Most of it takes place in your account.

The process

Four steps to your payout

1

Report it

For theft, make a police report and keep the reference. For damage, take photos and ask for a repair quote.

2

File your claim

Log in, open your policy and choose File a claim. You have 60 days from the incident date.

3

A handler takes it

One claims handler takes your file and is the only person who decides it. You see the status change to In review.

4

Decision and payout

The approved amount minus your excess is paid out. If we decline, you get the reason in writing.

Checklist

What you need before you start

  • Your policy number and the date of the incident
  • For theft: the police report reference (at least 6 characters)
  • A short description of what happened
  • The amount you are claiming (a repair quote, or the value of the bike)
  • Confirmation that the bike was locked as your policy requires
Go to my account
60 days
to file after the incident
1 theft claim
open per policy at a time
2 damage claims
per policy year (All-risk)
Excess
EUR 50, 100 or 250 on every payout
A bike locked to a post
Lock it, photograph it, report it.
Claims FAQ

Good to know

Approved amount minus your excess, never above the agreed value on your policy. Example: a stolen bike with an agreed value of EUR 2,000 and an excess of EUR 100: approved EUR 2,000, payout EUR 1,900.
The bike was not locked as required, the incident is outside your policy period, there is no police report for a theft, or the claim was filed after 60 days.
The details cannot be changed. You can withdraw an open claim and file a new one.
It ends, because the insured bike is gone. You can insure a replacement from the same day.
Cover starts the day you choose

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