Do you know what you are covered for / Cyclesure?

[rouxtjie]

I am interested myself to find out more about this. (My personal understanding is that we acknowledge that a bike-jacking in itself is a violent act, so violent doesn't have to = physical harm. But please, that is just my personal understanding as someone who works in insurance. We will clarify officially later today.)

Maybe its better to run through scenarios starting with the most obvious and frequent happening one

 

I ride my bike..alone. Bike-jacker/s jump out of the bushes with a weapon(screwdriver / knife / gun / panga) and instruct me to get off and lie on the ground. They take my phone / money / bike and bike computer. I lie down for 5 minutes being scared stiff...they ride off, I dont have a scratch on me...

 

What would Hollard do?

 

PS you are signing in blood now, so you might want to check this with all your dept.

[martelpypie]

Who are the owners of Cyclesure? - any bicycle companies/suppliers/bikeshops involved - i heard a little bird singing about it? Anybody that can confirm this. I maybe wrong? Seeing the registered shareholders may be interesting reading.

[Hollard]

I have followed this thread and the responses and in my opinion based on the questions from Rouxtjie below Hollard is doing damage control by re-opening the claim. If Carpet was clearly informed of the process foward she would not revert to asking her dad to intervine or come to the Hub and warn the cycling community of the pitfalls in the general cycle insurance.

 

This claim was not re-opened. It had not been finalised at the time of the original posting. The broker, Cyclesure, had advised the customer, as they are obliged by law to do, that Hollard would be within its rights to reject the claim based on the terms of the policy. However, to repeat the point we made in our earlier response, any claim that will potentially be rejected is subject to a thorough review process. This process was not complete. From our perspective, we can understand how telling someone that there is a potential rejection could be interpreted as "there will be one", but we obviously can't speak on behalf of our customer.

[Blackheart]

Here's my take on it. I'm giving Hollard and CycleSure the benefit of the doubt about there being a misunderstanding. I do believe their explanation that the broker can't reject a claim, only the insurer. That the broker needs to summarise the claim and assess if there are any reasons for the claim to be rejected and that the underwriter then weighs up the merits, taking into account history, circumstance, etc. I'd like to hear Carpet's side of the story as to whether or not the claim was rejected (I imagine the rejection letter would be in writing?) or whether she was told that the claim 'could be rejected'. If it was the latter then obviously the communication wasn't clear enough.

 

Either way, the ball is still in Hollard's court. This is honestly a dream PR opportunity for them to turn mass anger into mass awareness and positive brand sentiment. I think that logging off at 5pm yesterday was a major fumble, though. Hopefully they can still salvage this.

 

In my case my rejection letter came as registered post directly from Hollard.

[Hollard]

Hi Nick, as per your previous post, what did you mean by the "best possible answer" statement? The best possible answer for the client or the insurance company? Just asking

 

No double meaning implied. I meant "thorough, accurate and factual".

[4u2nv]

i am with M&F

 

Claimed a LOT due to crashes etc. I will bet my bike that I pay less with them than from any other insurance company. Covered as "all risk", even whilst racing in competition. Claims has always been paid in full within 3 working days.

 

I wouldn't even look at any other insurance company..

[TALUS]

This claim was not re-opened. It had not been finalised at the time of the original posting. The broker, Cyclesure, had advised the customer, as they are obliged by law to do, that Hollard would be within its rights to reject the claim based on the terms of the policy. However, to repeat the point we made in our earlier response, any claim that will potentially be rejected is subject to a thorough review process. This process was not complete. From our perspective, we can understand how telling someone that there is a potential rejection could be interpreted as "there will be one", but we obviously can't speak on behalf of our customer.

It appears that there is distance being created between you and Cyclesure regarding this. If so they should be encouraged to respond lest you are left to carry the burden alone.

[Bloukrans]

No double meaning implied. I meant "thorough, accurate and factual".

Thanks for the reply

[Hollard]

I think that logging off at 5pm yesterday was a major fumble, though. Hopefully they can still salvage this.

 

Sorry, I had a work-related event that I was meant to be at at 4pm. - Nick.

[Sepia]

This claim was not re-opened. It had not been finalised at the time of the original posting. The broker, Cyclesure, had advised the customer, as they are obliged by law to do, that Hollard would be within its rights to reject the claim based on the terms of the policy. However, to repeat the point we made in our earlier response, any claim that will potentially be rejected is subject to a thorough review process. This process was not complete. From our perspective, we can understand how telling someone that there is a potential rejection could be interpreted as "there will be one", but we obviously can't speak on behalf of our customer.

Yeah right, Vaseline time!

[Gen]

There are still too many unanswered questions.. I keep on reading we will get back to you

 

Also seems as a bit of passing the buck regarding Carpets claim is going.

 

The problem I have is they do not take ownership of the issue at hand..

 

No offense Nick.. we don't want the PR guy spinning us a .. hold pls I will come back to you. rather send an Underwriter, that can give direct anwers.

 

 

 

[Guest EdEdEd]

Sorry, I had a work-related event that I was meant to be at at 4pm. - Nick.

i think you mean well (as a person), and i commend you guys for coming here... but I really think CycleUnsure has seriously dropped the ball on this one. And as far as I can see the whole situation was not adequately communicated to the customer.

The whole thing leaves a bad aftertaste...

[ChUkKy]

All I would like from insurance is the following:

 

1. Come physically see our bikes, take note of ALL the part specs because they are NOT standard issue off the floor bikes... insure accordingly.

2. I want full loss cover in case I get bike jacked on a coffee ride or crash in a race, replace everything that is broken or stolen.

3. My bike travels on a Thule roof rack, if the rack breaks and the bikes come off at 100km/h on the highway, pay me out for my bikes and broken roofrack.

4. If I park somewhere and someone steals the bikes from my roofrack, pay me out for their replacement value on the current spec of the bike that was seen.

5. The bikes live in a complex within a complex inside a garage with electric motor. If someone opens that garage door dont tell me it wasnt locked. If I wanted to get out my car to unlock a garage door, it wouldnt be electric.

6. If my bike gets nicked after an event, dont give me hassles asking if it was locked to an immovable object. Ive been bleeding out my eyes for 80km I dont carry a 5kg chain and lock in a pocket with my gels for the finish.

 

Im a simple oke, if my bike gets stolen or broken and I must claim... sort it out.

Dont give me stories of chains and locks required either for my roofrack.

 

I dont fall often and break things, but when I do......

[rouxtjie]

i think you mean well (as a person), and i commend you guys for coming here... but I really think CycleUnsure has seriously dropped the ball on this one. And as far as I can see the whole situation was not adequately communicated to the customer.

The whole thing leaves a bad aftertaste...

As mentioned by someone earlier they will be able to do a 180 degrees on this debacle....and its all do-able today still

 

Clear up carpet's claim with some finality...yes or no is all that is asked for.

Show some spirit and donate something to a worthy cause...helmets for poor commuters was one mentioned

Clear up some questions the hubbers have and restore confidence. We are not afraid of "No we wont pay out", @Hollard, we are afraid of only finding it out when we need to claim.

[DIPSLICK]

Maybe its better to run through scenarios starting with the most obvious and frequent happening one

 

I ride my bike..alone. Bike-jacker/s jump out of the bushes with a weapon(screwdriver / knife / gun / panga) and instruct me to get off and lie on the ground. They take my phone / money / bike and bike computer. I lie down for 5 minutes being scared stiff...they ride off, I dont have a scratch on me...

 

What would Hollard do?

 

PS you are signing in blood now, so you might want to check this with all your dept.

 

OH MAN UP ROUXTJIE, YOU FIGHT TILL THE DEATH FOR YOUR RIDE............READ YOUR POLICY

[DIPSLICK]

All I would like from insurance is the following:

 

1. Come physically see our bikes, take note of ALL the part specs because they are NOT standard issue off the floor bikes... insure accordingly.

2. I want full loss cover in case I get bike jacked on a coffee ride or crash in a race, replace everything that is broken or stolen.

3. My bike travels on a Thule roof rack, if the rack breaks and the bikes come off at 100km/h on the highway, pay me out for my bikes and broken roofrack.

4. If I park somewhere and someone steals the bikes from my roofrack, pay me out for their replacement value on the current spec of the bike that was seen.

5. The bikes live in a complex within a complex inside a garage with electric motor. If someone opens that garage door dont tell me it wasnt locked. If I wanted to get out my car to unlock a garage door, it wouldnt be electric.

6. If my bike gets nicked after an event, dont give me hassles asking if it was locked to an immovable object. Ive been bleeding out my eyes for 80km I dont carry a 5kg chain and lock in a pocket with my gels for the finish.

 

Im a simple oke, if my bike gets stolen or broken and I must claim... sort it out.

Dont give me stories of chains and locks required either for my roofrack.

 

I dont fall often and break things, but when I do......

:clap: :clap: