Making a Claim

In this article:

• Theft and total loss claims
• Vandalism and accidental damage claims
• Service claims
• Extended Warranty claims
• Wear and Tear claims
• Claim delays and decisions

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Theft and total loss claims

What happens if my bike is stolen or damaged beyond repair?

We replace it. If your bike is stolen, or damaged so badly it can’t be repaired, our aim is to get you back on a Specialized as quickly as possible.

• A replacement bike: the same model, or the nearest equivalent if yours is out of stock or discontinued.
• From people who know your bike: supplied through Specialized or a participating authorised Specialized retailer, and set up ready to ride.
• No excess to pay on your replacement.

Your retailer will be in touch to sort out your replacement once your claim is approved.

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My bike has been stolen. What do I do?

1. Report it to the police straight away, and get a crime reference number.
2. Tell us as soon as you can by making your claim in your Bikmo account. A delay without good reason can affect your claim.
3. Send us what we ask for as soon as you can (within 28 days in the UK): proof that you own the bike, the crime reference number, and proof of your approved lock, including the key. We may also ask for proof of your identity.
4. We review your claim. Once we have everything, we aim to decide within 5 working days.
5. If it’s approved, we replace your bike: like-for-like or an equivalent model, through Specialized or a participating authorised Specialized retailer.

There’s no excess and nothing to pay for the replacement. If your stolen bike is found afterwards, it belongs to the insurer.

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What happens to my plan after my bike is replaced?

Once the claim is settled, the plan for your old bike ends. Any refund follows the normal cancellation rules for each cover, so there’s no refund on the insurance once you’ve claimed.

Your replacement bike can have its own new Specialized Care plan. Ask your retailer about it when you collect your bike.

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Vandalism and accidental damage claims

I’ve crashed, or my bike is damaged. What do I do?

1. Take your bike to an authorized Specialized retailer for an assessment. Their assessment is the main evidence for your claim, so it’s best to have it first. The cost of the assessment is included in the final invoice.
2. Make your claim in your Bikmo account as soon as you can, with what happened, photos of the damage, the retailer’s assessment and proof that you own the bike.
3. We review your claim, check your cover, and contact you if anything’s missing. Send us what we ask for as soon as you can (within 28 days in the UK).
4. If it’s approved, your retailer carries out the repair and invoices us. If the bike can’t be repaired, it’s replaced in full, with no excess, as for a theft.

Don’t start a repair before your claim is approved. If your claim is declined, your retailer will charge for the assessment as a normal paid job. Accidental damage doesn’t cover wear, breakdowns, manufacturing faults, or scratches and dents that don’t affect how the bike works.

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I’ve found a crack in my carbon frame. What should I do?

Stop riding the bike and take it to an authorised Specialized retailer to be inspected. A crack you can see may not show the full extent of the damage.

Your retailer will help work out the cause. A crack after a crash or knock is an insurance claim. A crack with no impact behind it may be a warranty or extended warranty question.

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Wear and Tear and Extended Warranty claims

How do I claim on Wear and Tear?

You don’t fill in a claim form. Your retailer checks the part and submits the claim for you.

1. Book in with a participating authorized Specialized retailer and tell them you have Specialized Care.
2. They check the part and submit the claim. Don’t buy parts or start a repair before they’ve looked at it.
3. Once we’ve approved it, they complete the repair. We pay them directly, parts and labour.

If your retailer spots wear during a service, they’ll ask for your consent before they claim.

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How do I claim on my Extended Warranty?

There’s no claim form. Only a participating authorised Specialized retailer can submit an Extended Warranty claim.

1. Book in with your retailer and tell them what’s happened. Don’t start a repair before they’ve inspected the bike.
2. They check the part, take photos and diagnostics, and send it to Specialized.
3. Specialized decides. Your retailer lets you know and completes any approved work.

Bring your proof of purchase. It shows the date your bike was first bought new.

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Can my retailer make a claim for me?

‍Who makes the claim

Insurance - You do, in your Bikmo account. Your retailer can help, but you complete the declaration.

Service - Your retailer claims the labour from us.

Extended Warranty - Your retailer submits it to Specialized.

Wear and Tear - Your retailer submits it for you.

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Claim delays and decisions

What slows a claim down?

Most delays come from something missing. Claims go quicker with these to hand:

• Your proof of purchase
• A clear account of what happened, and when and where
• Clear photos of your bike and any damage
• Your lock receipt and keys, for theft
• Your crime reference number, for theft and vandalism
• Your retailer’s assessment, for damage

Tell us as soon as something happens, and send what we ask for quickly (within 28 days in the UK). Replying quickly is the fastest way to a decision.

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My claim was declined, or my retailer says it isn’t covered

If we turn down a claim, we’ll always tell you why. If you have new information that could change the decision, send it to us and we’ll look again.

Your retailer can’t make the final decision on a claim. If they tell you something isn’t covered and you think it should be, contact us before you pay for anything yourself. Another part of your plan may cover it.

Extended Warranty decisions are made by Specialized. If one is declined, contact us before you authorise a paid repair.

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