Our Claims Promise
We think it’s PEACE OF MIND. A promise that if something does go wrong, your provider will put it right.
The key to choosing an insurance provider is TRUST. We know when you’re riding in a tight group on the road or track you have to trust the cyclists around you to follow the rules.
Yellow Jersey has been designed by cyclists and triathletes, you can trust we understand your needs and also the high standards demanded in every aspect of our sport.
In the process of developing the Yellow Jersey insurance products, we took time to look at what was being offered in the market and applied real-world scenarios to test the practicalities.
In many situations our kit was left exposed, not through negligence but the day to day activities of being a cycling enthusiast or endurance athlete.
We set about improving and innovating to provide unparalleled bicycle and travel insurance policies which catered for the needs of the cycling and triathlon community.
What does this mean to the claims process? When you have a claim we will make it our problem not yours.
Our claims are processed by a company called Direct Group. They are regulated by the Financial Conduct Authority and have all of the process in place to look after the admin for your claim. This includes collecting additional documents from you, carrying out the unfortunately necessary fraud checks, and authorising payments to suppliers.
Once you submit your form, you will be assigned a dedicated claims handler who will take the lead on processing your claim. They are part of a small team looking after Yellow Jersey customers, so if you call in and your handler is unavailable, you will still end up speaking to someone familiar with your claim.
Direct group will reply to any emails you send within three working days, but if you need to speak to them more urgently you can call the office on 0333 003 0600 9-5 Monday to Friday. They are your primary contact during a claim, but if Direct Group don’t reply in this timeframe or you have any other issue, the Yellow Jersey team are on hand to help. You can call us directly on 0333 003 0046 Monday to Friday 9 to 5:30.
When it comes to accidental damage claims, we want to make sure you are speaking to someone who understands bikes. Try as we might, we haven’t managed to sign the staff at Direct Group up to any rides just yet.
For accidental damage claims we work with a company called Complete Bike Recovery, and when you submit your form they will contact you within 24 hours. One of their qualified mechanics or carbon restoration experts will work with you to find the best solution for your claim, be that replacement or repair.
We use Complete Bike Recovery for our initial assessment because they have access to the specialist ultrasound equipment we need to get an unambiguous assessment of carbon damage, something a local bike shop cannot provide.
Our bicycle and travel claims are handled by experts we trust who provide excellent service we constantly test. We are constantly reviewing our claims process, and working with customers during and after their claims to make the process as smooth and quick as we can. If you run into any problems or have any worries during your claim, the sooner you let us know the better.
This claims promise is what makes us different, because trust is at its core and cyclists make the rules.
Our claims promise
- To treat you with trust and for all claims decisions to be made by cycling friendly specialists.
- To expedite the claims process keeping form filling to a minimum.
- To employ highly qualified and competent partners who will guide you through the claims process with the minimum of stress.
- To always be on hand to assist with your claim, be it through speaking to suppliers on your behalf or investigating delays.
- To pay claims to your nominated account within 7 – 10 days of settlement.
- To offer you a renewal discount, even if you make a claim.
Yellow Jersey a fair and straightforward approach to claims
“After crashing my new bike I informed Yellow Jersey of the incident. The process was completed very quickly and it was confirmed full payment would be made immediately and directly into my bank account. I will definitely be recommending Yellow Jersey to other cyclists as I was impressed with the wide range of cover and the speed of settlement.”
Paul Harvey, road cyclist and track enthusiast, Colwyn Bay