Claims Quick Guide

Our team will assist and guide you throughout the process and strive to ensure that you maintain the same position you were in prior to the loss in a timely manner.

The claims process involves third parties like bicycle stores, repairers and wholesalers.

Our team will keep you updated on the status of your claim, and you are welcome to inquire at any time.

Please refer to your Policy Wording to get a better understanding of how your policy will respond to your claim.

When assessing your claim, certain documentation is required in order to review your claim. The sooner we receive the requested information, the quicker we can progress your claim. Turnaround time ranges between 2 business days to 4 weeks depending on the type of claim and circumstances i.e. type of repairs required and availability of replacement parts.

Once the relevant documentation is provided, one of our technical advisors will review your claim and contact you. Additional information might be requested.

Based on the initial assessment of the photos provided, you can expect one of the following actions to be taken by our claims team:

• Request that you take your bicycle to a bicycle shop for a physical assessment
• Request quotes for the repair/ replacement through our supplier network
• Review all information and submit our assessment report to your insurer

Riders At Work provides the insurer with the technical information needed to base their claims decision on and is in no way responsible for deciding the outcome of the claim. Any queries relating to the outcome of a claim should be directed at the insurer.

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Standard information required in the event of a claim:

• Purchase receipt for your bicycle
• Bicycle details: Year, Make and Model
• Residing area details

Accidental damage claim requirements:

• Standard information
• Clear photos of the whole bicycle in its condition after the accident
• Photos of the damaged parts/sections of your bicycle

Theft claim requirements:

• Standard information
• Photos of your bicycle prior to the theft
• Clear photos of the theft location
• Depiction of how the area where the theft occurred was accessed

When assessing your claim, certain documentation is required in order to review your claim. The sooner we receive the requested information, the quicker we can progress your claim.Turnaround time ranges between 2 business days to 4 weeks depending on the type of claim and circumstances i.e. type of repairs required and availability of replacement parts.