Typical processing time
Most claims are processed within 5–7 days once all required information is provided.
During busier months (May to August)
When more people are cycling and we receive a higher number of claims, it may take up to 2 weeks to process your claim.
How to speed up your claim
The best way to get your claim processed as quickly as possible is to give us everything we need right from the start. Here's how:
Complete the claim form correctly
Make sure all the details you provide are correct and complete. Missing or incorrect information can cause delays while we request more details.
Use up-to-date documents
When we ask for proof of address, make sure it's recent:
- Use a utility bill or bank statement that's less than 3 months old
Give us plenty of detail about what happened
The more information you can give us, the better. Useful details include:
- A clear description of exactly what happened
- Photos of where your bike was stolen or damaged
- Any additional evidence that helps explain what happened
Keep your receipts
Receipts are really important for theft and damage claims. Please keep:
- The receipt for your bike lock (to confirm it meets policy requirements)
- The receipt for your bike, accessories and any cycling clothing
These documents are essential for verifying your claim.
What Happens After You Submit Your Claim
Once you've sent us everything, our team will review your claim. We'll contact you if we need anything else, or to let you know the outcome.