Cycleguard Insurance Claim - The TERRIBLE service saga conti

taylortulipclose

Hello all.

I am a very frustrated and angry insurance customer.
I was look for some advice and maybe some opinions and some feedback from other people's experiences.

Allow me to fill you in on my story.

3 weeks ago I was out on our Sunday ride, descending I went through what I though was a puddle and it turned out to be a large pothole. I only went through it as there was oncoming traffic which stopped me from avoiding it, the car driver was at no way at fault.
So anyway I went over the bars doing about 42kph. Awoke to find the bars and stem snapped, front wheel buckled, rear derailleur cracked, crank bent Etc etc.
I went to hospital to get checked out, just a concussion and brushing, so lucky escape.

The next day I started claims proceedings with Cycleguard and also reported the pothole to the council.
After sending all requested documents, including an assessment from the shop where I bought the bike, they declared it a write off as due to the force of the impact the structure and strength of the frame could of been compromised.
I was told by Cycleguard it would take at least 5 days to assess and review my case.
A week later I get an email requesting more photos, map of pothole, bank statements etc etc, all reasonable requests. But after sending this all off I was then told it would be a further week to review any correspondence...this is when I started to get frustrated. Any other insurance claim iv ever made, once he case is open it's a back and forth with your claims manager to get it resolved.
A week later the claims manager calls asking for further info, and also says that due to the size of the claim the underwriters have to approve it. Sounds understandable to me.
But it would be another week to hear from them....

So now another week on, I finally get through to my claims manager who informs me that the underwriters want to send out a loss adjuster. But she couldn't tell me when this would happen, she only said that she will send the file to them today or tomorrow and hopefully il hear from them within two weeks to make an appointment.
She also said that I was realistically looking at a minimum of a further 2 months to get any kind if payment.

So after this call I sent an official complaint to the Financial Ombudsman and a complaint to the insurance company direct.

Anyway sorry for the long essay.
But just wanted to see if anyone had any advice, thoughts or cared to share any of their experiences.

It just seems crazy to me that I paid a premium that was higher than my car insurance, and the service is terrible.

Many thanks

slowbike

taylortulipclose wrote:

It just seems crazy to me that I paid a premium that was higher than my car insurance,

This is why I don't have bike insurance (only 3rd party through BC membership) - the amount I'd spend on insurance would (hopefully) be more than I'd need to spend on replacing the bike ...

taylortulipclose

I agree..but the moment the cost of replacing my bike more than Quadrupled my premium i knew it was time to play it safe and get some insurance.
Im just shocked at the terribly slow service, wouldn't mind so much paying for it if the service matched the cost.

cookeeemonster

in my experience (of dealing with insurance companies due to theft or non fault accident on my motorbike) this is about normal. Expect 2/3 months minumum regardless of what you pay, thats just the time it takes.

No doubt they employ as few staff as possible in order to make more money, and so they cant deal with you straight away

cougie

2 months to get it resolved doesn't sound that terrible to be honest ? I think you've just been lucky in the past ?

How much is the claim for ? I've never had any insurance on the bikes - the premiums i'd have paid would have far outstripped any of my costs incurred.

ic.

I have insurance with this company and have had to submit 2 claims over the past 14 months. To be honest, whilst I did get a bit annoyed at the amount of time it takes them to do anything, I was actually fairly happy both times I claimed. Claims were accepted and it took roughly 3 weeks to get back on the road both times. This was for theft though, so no need for assessments of anything.

It sounds like you insured value is a lot higher than mine which is maybe slowing things down.

bernithebiker

With our bike club we're covered for up to 3050 Euros for accidental damage or theft (+ third party of course) for 120 Euros (100 quid) a year, which seems pretty good to me, though have never had to claim yet, I've heard good things from those that have.

Grill

Wow, that really sucks bro. I find it really strange as it's a JLT company like BC Bike Insurance, but my claim through them, for something I would consider more contentious, was settled almost instantly. Have you asked to speak to your claims manager's superior?

taylortulipclose

Thanks for all the replies.
Its very frustrating. I had a car insurance claim in the past settled within a week and that was for alot more money.
And as you say, I would consider this case very simple,no other parties involved and no personal injury etc.
Iv asked to speak to her superior but I was told she didnt have one. So Iv finally found out who the underwriters are and am going to phone them to try and get some answers.

meesterbond

There's no guarantee they're underwritten by the same company - JLT are just the broker.

If you want to complain to FOS, then you need to follow the insurer's complaints procedure to the letter first. Ask for a copy if you don't have one already. It costs the insurer something like £800 a complaint so they'll do whatever they can to avoid. The ombudsman won't generally look at anything that hasn't given the company a chance to resolve first.

Check who you're dealing with as well... it may well be a third party administrator rather than Cycleguard themselves - not that that excuses them mind, it just gives you another route to complain, particularly if JLT's name is all over the documentation.