cycleGuard provided very good insurance cover for fairly severe accidental damage to my previous road bike, when I hit a pothole whilst cycling down a hill in the rain. Their "New for Old" policy co... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Unlike any other experience with insurance companies when having to make a claim, Cycle Guard’s process was simple, quick, straightforward and personalised. What’s more the call centre was very quick... Toon meer
Having insurance from a company that knows the problems cyclists face on the road each day from other road uses. The possibility your bike can be stolen or damage without warning. It gives a reducti... Toon meer
Had a great experience with Sharon with my claim. Living in London can be stressful especially when owning a valuable bike that you commute to work with. My one got stolen and Sharon was really helpfu... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
Providing insurance for the UK's cyclists for over 20 years
Contactgegevens
Verenigd Koninkrijk
- www.cycleguard.co.uk
4,5
Uitstekend
665 reviews
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Simple fast and effective
9 juli 2022
Useless - choose a different provider.
Useless - do not get this insurance. My bike was stolen from me whilst I was having dinner and had the bike by my side. Claim was rejected as their definition of theft has to involve some sort of violence and entry and exiting - basically a wording issue. Claim rejected immediately.
Made formal complaint and will go to Ombudsman. Guy I spoke to was extremely rude and patronising and was sounded as if he was questioning the bike had been stolen - saying things like I do not understand how that happened? Insurance cover that offers no cover.
7 juli 2022
Review zonder uitnodiging
Not Worth It
Not Happy with the service.Claim handler was rude and almost made me feel like I stolen my bike myself.
**After Cycle Guard comment**
I said I wasn't happy with the way your claim handler talked to me.TBH he wasn't very helpful as I said I wasn't comfortable while taking with your handler and about how I lock my bike ,I was in rush and I been locking my bike correctly from last 7-8 months since I been cycle guard and tbh I am not even sure if I put lock in my bike incorrectly,As I said I was in rush I don't remember.Why don't you investigate more by watching CCTV or something from station ?
5 juli 2022
Review zonder uitnodiging
Antwoord van cycleGuard
Hi Rohan (Yaz Rooh)
We are sorry to hear that you are unhappy with the result of your claim.
Looking at the notes on your claim it shows that your bike was taken from a train station after having been incorrectly locked up.
The quick release wheel and lock were left intact at the scene as the thief was easily able to take the bike without having to deal with the lock due to the incorrect locking which wasn't done through the frame.
This is the reason we have a clear guide within the policy on how to correctly lock your bike as doing it in the way your bike was locked greatly increases the likelihood of your bike being stolen.
This is a claim for the theft of a bike from a train station. The insured returned to find the lock and rear tyre still locked to the rack but no bike. The claim was declined due to the lock requirements not been correctly followed as if it was locked through the frame then the likelihood of the bike being taken would have been reduced.
Our claims team have let me know that you confirmed to them that you understood the reason for the decline of the claim.
We are sorry that you have had your bike taken. Please feel free to visit our website or refer to your policy documentation for future guidance on how to correctly lock your bike to deter thieves.
The cycleGuard Team
Easy and efficient
4 juli 2022
Useless
Useless. They refused to pay out on a dodgy and very arguable technicality. If I had enough strength I’d take them to the Ombudsman, but life is too short.
Don’t use them, they’re cheap for a reason.
1 juli 2022
Antwoord van cycleGuard
Sorry to hear that you are unhappy with the result of your claim.
Unfortunately, having confirmed that you had left your bike unattended, and away from your insured location, for roughly three weeks your bike was not covered for this claim.
Bikes can only be left locked and unattended away from the insured location for a maximum of 24 hours, as per the policy wording, and therefore your claim was not upheld.
We have sent you the details of how to reach out to the Ombudsman within your complaint letter response and would encourage you to reach out to them if you feel we have made a mistake in our decision.
The cycleGuard Team
Your consultant needed a photo of the…
Your consultant needed a photo of the damages but I told him a buckled wheel would not show up as until you revolve it it doesn’t show . So he wrote to the repair shop who confirmed that it was buckled by the vehicle running over it ( and almost me too) . So all speedily resolved - thank you
24 juni 2022
Review zonder uitnodiging
Really helpful and quick service team
Really helpful service team, and helped me with all the things I needed in a quick time
20 juni 2022
Review zonder uitnodiging
Excellent customer service.
20 mei 2022
Excellent service
My electric bike was stolen recently, which was very upsetting for me and also very inconvenient as it is my main transport. CycleGuard made a bad experience so much easier by their quick and efficient service. The bike was stolen on a Monday and I had an acceptance of the claim within three days, so I was able to replace the bike within the week. After sending the receipt to cycleGuard, they emailed back promptly to say that the money would be in my account within five working days.
Very impressed with this company and would recommend them to any cyclist, they are not the cheapest but you get what you pay for!
4 mei 2022
Review zonder uitnodiging
Really helpful with my claim
Really helpful with my claim. I reported my claim online and within a day, they proactively gave me a call to take further details. They accepted my claim within a week and provided me with a voucher worth the same amount as the bike that was stolen. Highly recommend their services.
28 april 2022
Review zonder uitnodiging
Looking for another provider - far too much hassle!
Would avoid - any problems with your policy will be extremely difficult to rectify. Very glad I didn't have to make a claim.
cycleGuard could not correctly set up my direct debit over the course of the whole first year. Despite several attempts by myself to keep paying, every month, it just became too much hassle. Several months in I was told not to worry chasing the direct debit issue and that my insurance remains valid. Great, problem is finally in hand I thought. But no, still no direct debit taken each month. Upon renewal I was told that I owed money - I contacted the cycleGuard team to tell them "I know, I have told you many many times that the direct debit is not coming out of my account". I told them that I was happy to pay but requested it was split over the coming 12 months instead of a large lump payment. Was told they would look in to this and call back - no call received. Emailed to chase the call - nothing back. Have now received an email saying my policy has been cancelled due to inaction. Will take my business elsewhere - far too much hassle from this company!!
10 maart 2022
Antwoord van cycleGuard
Hi Ryan
We are sorry to hear that we appear to have fallen short of the high level of service that we strive to deliver.
We have had a challenge with payments from a small group of customers banks but this has not been rectified.
Best of luck with your new provider but if you do ever feel like giving us another chance we would be delighted to have you back.
Thanks
The cycleGuard Team
Excellent Protection
Clear and fast communication. Easy claims process. Reasonable premiums.
28 februari 2022
Review zonder uitnodiging
Easy peasy online order and arrived…
Easy peasy online order and arrived exactly as scheduled with bike set up ready to go (I only had to put seat on).
21 januari 2022
QUick and easy
Easy to chose, easy to order, all done in less than 10 minutes. Easy. Can't believe is haven't used it sooner!
20 januari 2022
Having your bike stolen is never an…
Having your bike stolen is never an easy experience. But cycleGuard, by expediting my claim, as quickly and efficiently as they did, made it that little bit easier.
Would definitely recommend them.
18 januari 2022
Review zonder uitnodiging
Very quick and easy to apply for a…
Very quick and easy to apply for a contract, flexible options, useful, not overpriced.
17 januari 2022
I didnt want their insurance and they had
I didnt want their insurance and they kept writing like i already had it, high pressure BS
17 januari 2022
Antwoord van cycleGuard
Hi Laurence
Sorry to hear that you appear to have had a challenge with a cycleGuard policy.
Trustpilot invites are only sent to customers at the point that they take a policy out (it is an automated process) and i noticed that this review was from an automated invite which would suggest you had or have a policy.
If you no longer require the policy then it is quick and easy to cancel. You can either call or email us and we will take care of that for you.
Thanks
The cycleGuard Team
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