Do you know what you are covered for / Cyclesure?

[Dinkymoo]

Thanks for this Carpet.

 

So, reading the Specific Exceptions on p.12:

 

4. Frame crack or break ascribed to manufacturer - no cover. So only a warranty claim with manufacturer.

5. Unattended bike - cover only if locked to immovable object, vehicle or trailer with approved locks and cable or locked inside a vehicle or trailer and entry or removal is violent and forcible.

So no cover if bike is not locked to immovable object at home, even if home was violently and forcibly entered. Really? I wonder how many bike owners lock their bikes to immovable objects at home?

Also, what if you're going away for a weekend, and you leave your bike on the trailer correctly locked but not technically in transit? Do you need to take your bike off the trailer and lock it to an immovable object at the guest house, hotel, camp site you're staying at?

No cover if an unlocked and unattended bike is stolen after an event?

What if the removal of a bike compliantly locked wasn't violent but only forceful?

6. Bike in transit - cover only if attached to vehicle or trailer with approved locks and cable or locked inside a vehicle or trailer and further that the bike carrier is securely bolted or locked by an approved lock, and that the theft, loss, removal or damage was violent and forcible.

What about bikes in transit in bike boxes on commercial airlines?

What about bikes in transit to stage race events in trucks owned and operated by third parties, who don't lock the trailer and/or the bike is stolen or damaged during loading, offloading or storage? Think Sani2C, for those of us from Cape Town.

What if a third party rear-ends my vehicle with bikes in transit and there are damages? Is that exclusion because it's not violent and forceful? Also, am I not covered if the bike was not correctly locked to the carrier, even though the damage has nothing to do with theft?

 

I, for one, wouldn't mind an answer from Cycle Sure on this forum to clarify these and other exclusions. They're quick to take my monthly premium, but it seems there are too many grey areas when it comes to paying out claims.

 

Answers from management

 

Frame crack or break ascribed to manufacturer - no cover. So only a warranty claim with manufacturer? The policy covers accidental damages and any damage due to a manufacturers fault will not be covered and must be claimed against the manufacturers warranty.

 

 

Unattended bike - cover only if locked to immovable object, vehicle or trailer with approved locks and cable or locked inside a vehicle or trailer and entry or removal is violent and forcible. So no cover if bike is not locked to immovable object at home, even if home was violently and forcibly entered? The bicycle do not have to be locked to an immoveable object at home, theft from your residence must be accompanied by forcible entry or threat of violence against you,

 

 

Also, what if you're going away for a weekend, and you leave your bike on the trailer correctly locked but not technically in transit? Do you need to take your bike off the trailer and lock it to an immovable object at the guest house, hotel, camp site you're staying at? The bicycle will be covered against theft if it was securely locked to your trailer.

 

 

What if the removal of a bike compliantly locked wasn't violent but only forceful? The theft will be covered whether taken violently or forcefully

 

 

Bike in transit - cover only if attached to vehicle or trailer with approved locks and cable or locked inside a vehicle or trailer and further that the bike carrier is securely bolted or locked by an approved lock, and that the theft, loss, removal or damage was violent and forcible.Theft or damage whilst in transit is covered

 

 

What about bikes in transit in boxes on commercial airlines? The bicycle will be covered against theft or damage from the moment you hand the bicycle in the airline’s care until such time that you take into your care again

 

 

What about bikes in transit to stage race events in trucks owned and operated by third parties, who don't lock the trailer and/or the bike is stolen or damaged during loading, offloading or storage? The third party has to take proper care against theft while in their possession, if not they can be held responsible. Damage during on or offloading will be covered

 

.

 

Also, am I not covered if the bike was not correctly locked to the carrier? That is correct

[Hollard]

No, service a client through the channel of their choice, not yours...be client centric.

 

Ok, fair enough. If we don't respond to future posts related to us on this forum within one working day then please PM this account so I get an email alerting me to it.

[Vangar]

No, service a client through the channel of their choice, not yours...be client centric.

 

So much this. Why not just post the T+C document as we asked yesterday. I'm not going to email ask, because I HATE using general email addresses and hoping for the best, and I'm not going to waste 20 minutes phoning you.

[Tumbleweed]

Agreed. I want carrier pigeons!

Or St Bernards with those little vats of brandy.

 

http://www.swissinfo.ch/media/cms/images/keystone/2009/04/keyimg20090401_10522028_1.jpg

 

Cool. I share a (real-life) first name with the most famous St Bernard ever. Always have a vat or two lying around. I can, um, guarantee that.

[Brogue]

This is honestly a dream PR opportunity for them to turn mass anger into mass awareness and positive brand sentiment.

 

Ideal time to:

• Settle Carpet's claim
  
• Engender trust
  
• Develop a hubber-specific cycle policy, with easy language
  
• Become a Hubsa site sponsor
  

[rouxtjie]

Ok, fair enough. If we don't respond to future posts related to us on this forum within one working day then please PM this account so I get an email alerting me to it.

Great stuff....do you by any chance have a link to the new T&C document as mentioned before?

[canadonis]

 

 

Hi TK-Sp3cialiSt.

 

No problem. My name is Nick and I work in the Hollard Digital Team, which is part of the Marketing Team. I look after all of Hollard's Social Media and I've worked at Hollard for about three years.

 

Don't be put off that I'm in Marketing! I'm not here to spin. I have a "direct line" to our GM and Head of Marketing, our Group Customer Centricity team, and I'm in contact with Cyclesure.

 

I'm not a big cyclist, but I have participated in the Argus and a handful of other races. Being the "social media guy" I also get quite involved in the numerous cycling events that Hollard either sponsors or our CEO, Nic, often participates in. Re Nic, he has been fully briefed on the posts here and also had input in our original response.

 

To answer another comment posted, yes I have my "big girl panties" on.

 

Hi Nick

 

I thank you for the interest expressed in solving this matter, please realize the resolution of this case will be an indication for me on whether I would continue any future business and personal short term involvement with Hollard. I can't speak for other hubbers but to me this is a principle issue and although you have legitimate technical reasons not to pay out the claim, I would hate to be further associated with such a company.

 

I will be following this thread and sincerely hope an amicable solution is promptly received.

 

Regards

Nad

[Hollard]

Hi again all.

 

We have identified four key things that you have raised here and we will be addressing between 12pm and 2pm today:

1. The bike jacking clause (but I can say now that you definitely do NOT need to be physically harmed for it to be deemed "violent".)
   
2. The most recent policy wording. We will post it here or link you to where you can read it.
   
3. How we notify policyholders of updates to the policy wording.
   
4. The length of the claims process and helping you get back on your bike ASAP after a claim.
   

Anything else?

[TALUS]

Ideal time to:

• Settle Carpet's claim
  
• Engender trust
  
• Develop a hubber-specific cycle policy, with easy language
  
• Become a Hubsa site sponsor
  

It is really not very hard - just do the right thing. Do you really need to be guided for that ?

[Vangar]

Questions from this:

 

 

Frame crack or break ascribed to manufacturer - no cover. So only a warranty claim with manufacturer? The policy covers accidental damages and any damage due to a manufacturers fault will not be covered and must be claimed against the manufacturers warranty. Way too vague? Who makes this call. Where is the experts credentials. This no longer makes it all risk now does it?

 

 

Unattended bike - cover only if locked to immovable object, vehicle or trailer with approved locks and cable or locked inside a vehicle or trailer and entry or removal is violent and forcible. So no cover if bike is not locked to immovable object at home, even if home was violently and forcibly entered? The bicycle do not have to be locked to an immoveable object at home, theft from your residence must be accompanied by forcible entry or threat of violence against you,,To put it bluntly. People in complexes are up **** creek then I guess, with low walls and not having garages. Also where is the list of approved locks readily available?

[TALUS]

Hi again all.

 

We have identified four key things that you have raised here and we will be addressing between 12pm and 2pm today:

1. The bike jacking clause (but I can say now that you definitely do NOT need to be physically harmed for it to be deemed "violent".)
    
   
2. The most recent policy wording. We will post it here or link you to where you can read it.
    
   
3. How we notify policyholders of updates to the policy wording.
    
   
4. The length of the claims process and helping you get back on your bike ASAP after a claim.
   

Anything else?

 

Why would a Client be under the impression that a claim was rejected if it is in fact still under consideration?

[rouxtjie]

Hi again all.

 

We have identified four key things that you have raised here and we will be addressing between 12pm and 2pm today:

1. The bike jacking clause (but I can say now that you definitely do NOT need to be physically harmed for it to be deemed "violent".)
    
   
2. The most recent policy wording. We will post it here or link you to where you can read it.
    
   
3. How we notify policyholders of updates to the policy wording.
    
   
4. The length of the claims process and helping you get back on your bike ASAP after a claim.
   

Anything else?

 

Nice, you guys are being proactive now...this is great to see. will see you a bit later then

[rouxtjie]

Why would a Client be under the impression that a claim was rejected if it is in fact still under consideration?

Agree

 

Add point 5. to you list

 

5. CLEAR communication to the client ito where his/her claim is in the process.

[Brogue]

Hi again all.

 

We have identified four key things that you have raised here and we will be addressing between 12pm and 2pm today:

1. The bike jacking clause (but I can say now that you definitely do NOT need to be physically harmed for it to be deemed "violent".)
    
   
2. The most recent policy wording. We will post it here or link you to where you can read it.
    
   
3. How we notify policyholders of updates to the policy wording.
    
   
4. The length of the claims process and helping you get back on your bike ASAP after a claim.
   

Anything else?

 

See below.

 

Ideal time to:

• Settle Carpet's claim
  
• Engender trust
  
• Develop a hubber-specific cycle policy, with easy language
  
• Become a Hubsa site sponsor
  

[Sepia]

Hi again all.

 

We have identified four key things that you have raised here and we will be addressing between 12pm and 2pm today:

1. The bike jacking clause (but I can say now that you definitely do NOT need to be physically harmed for it to be deemed "violent".)
    
   
2. The most recent policy wording. We will post it here or link you to where you can read it.
    
   
3. How we notify policyholders of updates to the policy wording.
    
   
4. The length of the claims process and helping you get back on your bike ASAP after a claim.
   

Anything else?

Are you guys not the "experts" and should you not have done this ages ago?

Why now all of a sudden.......

Damage control?

We should be running your insurance business then!!!!

Gee you make me cross when you try and soft-soap!

[Barend de Arend]

The bicycle do not have to be locked to an immoveable object at home, theft from your residence must be accompanied by forcible entry or threat of violence against you

To put it bluntly. People in complexes are up **** creek then I guess, with low walls and not having garages. Also where is the list of approved locks readily available?

 

This is indeed insufficient.

 

When mountainbiking I do the following:

• come home muddy
  
• park the bike next to the tap (inside the gate)
  
• swap my helmet and shoes for slops (10 minutes unattended)
  
• rinse the bike
  
• ...and the shoes
  
• get a towel (another 10 minutes unattended)
  
• park the bike inside.
  

I think this process is common and sane.

 

So for 20 minutes someone can:

• jump over the wall
  
• throw the bike over the wall
  
• run away
  

 

I can't realistically lock the bike to the tap.

 

I can't realistically claim to have someone forcibly enter (the bike was not inside because it was muddy, but it was behind a gate.)

 

I can't realistically claim violence (but I might feel like it.)

 

 

I've got some serious concerns like this about some of the trailer stuff too. Especially for group rides, large trailers & "approved" locks.