Do you know what you are covered for / Cyclesure?

[Hollard]

Hi again all.

 

I'm aware it is almost 2pm. We have a few insurance nerds in the room here and we're still busy with this. As I said this morning, we are favouring accuracy and thoroughness over speed. Please allow us a bit more time.

 

Thank you.

[Broker]

It took Hollard 3 days to respond to all the serious allegations on this thread. Today it took them from 09H00 until 14H00 with no response yet on 4 or 5 simple insurance questions. With all the so-called experts involved I would have expected an answer within 10 minutes. This is throwing more mud into their faces and I'm sure generating more cancelation e-mail every minute..

If you are negotiating a contract with a PR / Legal company to get you out of this mess just stop it and accept responsibility of this badly handled claim.

Sort out Carpet's claim and respond to some very basic questions

[DIPSLICK]

SNIFF SNIFF

[ChUkKy]

Hi again all.

 

I'm aware it is almost 2pm. We have a few insurance nerds in the room here and we're still busy with this. As I said this morning, we are favouring accuracy and thoroughness over speed. Please allow us a bit more time.

 

Thank you.

 

Fine by me...

If you can offer me all I want in post #403 at a decent price Ill be a happy chappy.

 

Get rid of the locks and bolts story...its not gonna happen:

- on my Thule roofrack;

- nor inside my electric garage;

- or even after a race.

 

Make insurance simple for me, I am happy

 

If you want to make sure bikes are safe at races in the event of a theft claim, why not setup a secure bike pen like they do after the 94,7 with some branding for yourselves... Im sure this would be cheaper than the average claim if there are any and you get some mileage on your branding too.... just saying

[TALUS]

Allow me to simplify:

 

Carpet does/ doesn't get a cheque.

We gave you a basic contract -tell us it can/ cannot be done.

 

Actually I don't care anymore. The answer should not need a team at this stage. It smells of PR spin.

 

Good day

[Ratty]

they should...no they MUST make sure the client understands these exclusions and amendments to terms and conditions...ie THEIR product. Failure to do so will see an unhappy client whose expectations werent met....like we see here.

 

Maybe these people can come and give their feedback, cyclesure sure needs some champs to bat for them at this stage of the game.

 

PS that last statement bothers me even more...as I read their exclusions this won't be replaced as they wouldn't have been able to say for sure that it accidental damage and not metal fatigue or wear and tear...they need to be consistent.

 

I wasn't debating what happened to Carpet, just pointing out that the insurers have way more knowledge/stats on the most common things that happen and we should take note and learn from others misfortunes. I usually leave my bike outside to dry after a wash, but after this post, I won't be taking that chance.

 

It was reviewed including pictures and based on where the crack is, they agreed it was from an accident and not wear and tear. Point is that they were fair.

[VicanZA]

why insure u bike at all? if u doing the sani, epic, b&b u got the cash to replace, if you dont have the cash why insure anyway? these things have wheels they move fast, I leave mine in my front garden all the time after rides only put it away after it has washed and dried. I don't insure any item that's easy to take cell phones, bikes and jewelry as the fine print makes pay outs for these items almost impossible.

[Corvus]

Hi again all.

 

I'm aware it is almost 2pm. We have a few insurance nerds in the room here and we're still busy with this. As I said this morning, we are favouring accuracy and thoroughness over speed. Please allow us a bit more time.

 

Thank you.

This sort of illustrates my point a little. If it takes a team of insurance nerds this long to determine what the terms and conditions actually mean in practical terms, how is it possible for the average consumer to fully understand what they're signing for?

[rouxtjie]

I wasn't debating what happened to Carpet, just pointing out that the insurers have way more knowledge/stats on the most common things that happen and we should take note and learn from others misfortunes. I usually leave my bike outside to dry after a wash, but after this post, I won't be taking that chance.

 

It was reviewed including pictures and based on where the crack is, they agreed it was from an accident and not wear and tear. Point is that they were fair.

Sure, we can all learn a lesson from this...agreed

 

Ah, I read your post as they had no idea how the crack formed....and good for your mate. I hope the same will happen with carpet's claim

[Guest EdEdEd]

SNIFF SNIFF

 

Hulle moet hom nou baie mooi verwoord om sodoende hulle eie gatte te cover terwyl hulle one 'happy' maak

[JJDT]

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.

 

The point I'm trying to make if the client knew that the process was not finalised why would he/she involve another person into getting answers and why would a person pose a question to friends asking them to review their policies if he/she knew that the claim process is not finalised. I'm pretty sure if the feedback was in this region "We would consider the claim based on the facts and we would communicate the outcome in due course" this post would've never seen the light.

I do not know the person at all never met the person but she had a genuine concern when she started this topic. This person in my opinion, made quite a contribution to this forum (joined date and number of posts) is not a first timer who would come on here vent off his/her frustration and leave.

[Wannabe]

why insure u bike at all? if u doing the sani, epic, b&b u got the cash to replace, if you dont have the cash why insure anyway? these things have wheels they move fast, I leave mine in my front garden all the time after rides only put it away after it has washed and dried. I don't insure any item that's easy to take cell phones, bikes and jewelry as the fine print makes pay outs for these items almost impossible.

 

Seems like you have money to waste!!

I don't, so all my possessions is insured against theft and damage.

[Sasquatch]

I am very curious as to whether a Thule bike rack will be viewed as a suitable lock? Surely this is the de-facto standard of bike carrier?

[GrantRH]

2 comments from my side:

 

1. Let's give Hollard time to respond. It speaks to how seriously they are taking this matter that they are involving teams of people to put the best response forward. If they didn't care they would simply have given us a rubbish response. I think Nick has done well to respond thusfar. Many others would simply have ignored the mails and referred you to the Ombudsman.

 

2. I signed up with Cyclesure last week. After reading these threads I raised some concerns about "approved locks" and "forced entry", especially when there are service providers (plumbers, builders etc) on my property from time to time and things sometimes go missing. I am not prepared to pay the premiums if I don't get that basic cover.

 

Look forward to the response...

 

[Steven Knoetze (sk27)]

This sort of illustrates my point a little. If it takes a team of insurance nerds this long to determine what the terms and conditions actually mean in practical terms, how is it possible for the average consumer to fully understand what they're signing for?

 

The best you can hope for is a broker who is really fighting for you and not the hand-out from the insurer.

Heard stories of insurance companies with dedicated departments whose only task is to look for anything allowing them to deny claims.

 

I personally think Nick/Hollard stating they will answer questions at 9am, then 12-2pm and still nothing have only done more damage. Staying quiet would have been better than what you are doing now Nick.

Suppose it is the same "team" that makes the claims processes so quick.............

[Hollard]

Hello Hubbers.

 

The most important part of our update is that we have been in written communication with our customer and are waiting for her response. We are still hopeful that the outcome will be positive for everybody.

 

In terms of my previous post, and with the assistance and input of Cyclesure, here are our answers to the issues raised:

1. Bikejacking is in itself a violent act, so if your bike is stolen at gunpoint, at knifepoint or with any threat of violence, you would be covered. No bodily injury is required to prove that a bikejacking incident has occurred (although you would be expected to report the event to the police). Neither Hollard nor Cyclesure has ever rejected any bikejacking claim.
    
   
2. The most recent policy wording is available for you to download here: https://dl.dropboxusercontent.com/u/8288209/Cyclesure%20-%20Plain%20language.pdf
    
   
3. In terms of updating policy documents, Cyclesure does so via email. This is trackable in that we know that the email has been received and opened. We currently do not insist on proof that the policyholder has actually read their document. The email that is sent draws the attention of the customer to any important clauses.
    
   
4. The obtaining and completion of required documentation is often what determines how long a claim takes to settle. In case of a theft, we need a completed claim form and a police report to be completed. We then appoint an assessor (typically on the same day as receiving the documents), who is tasked with investigating the circumstances of the claim. If a bike is then recovered and damaged, we also need a quotation to repair the damage from any cycling dealer. Although Cyclesure settles 95% of the claims it receives within 24 hours, we are always looking for ways to improve.
   

We'll continue to monitor this thread in the interest of creating a better policy for cyclists.