Information -CycleSure on behalf of Cycling UK

Information

Please click on the links below for information on:

Here are examples of situations where an amendment to your CycleSure Policy may be needed.

  • You change your address, or the address where the cycle(s) are normally kept
  • You need to change the value of the cycle(s)
  • You purchase additional cycles
  • You want to extend the cover to include Competetive Events Extension
  • You wish to add Excess Waiver Extension
  • You wish to add Personal Accident Cover
  • You need to change the renewal date
  • Other changes to the risk occur


For policies incepted after 1st February 2016:

If you need to change the details of your cover, or if you wish to add or delete a cycle, by changing the total value of your cycle(s), please amend your policy online by logging into Your Account.


For policies incepted prior to 1st February 2016:

If you need to change the details of your cover, or if you wish to add or delete a cycle(s), please phone our office on 0151 427 9529, or email .

When the time comes to renew your CycleSure Policy we will send you a renewal reminder.

Premium payments will be refunded in certain circumstances:

1. 'Cooling off' Period

If the cover provided by the CycleSure policy does not meet your specific demands and needs, please return the Policy of Insurance to us within 14 days of the inception date. The premium paid (including Insurance Premium Tax) will be refunded to you. A £10 administration charge will be deducted from the refund.

2. Mid-Term Cancellation

We have the right to cancel the CycleSure policy at any time providing we give you 7 days notice in writing to your last known address. If we do this, you will receive a pro-rata return of premium (including Insurance Premium Tax) less our commission.

You have the right to cancel your CycleSure policy at any time during the period of insurance and you may do so by giving us 14 days notice in writing of your intention to cancel. We then have the right to forego this notice period and allow you to cancel your policy immediately, if we so choose. If you do decide to cancel the policy mid-term by giving the appropriate period of notice, you will receive a pro-rata return of premium (including Insurance Premium Tax) less our commission. A £10 administration charge will be deducted from the refund.

3. Notice

Proper notice by us to you of the intention to cancel will be deemed to have been made if the Notice of Cancellation letter was sent to you by 'Recorded Delivery'. The period of notice will be deemed to have commenced on the day following the postage, providing the letter was sent to your last known address.

 

Claims Procedure

If you need to make a claim, it's a good idea to have your policy schedule to hand and to note down the details of the damage before you call us, to allow us to deal with your claim as quickly as possible


Theft/Damage

  • If your cycle has been stolen, contact the Police immediately, making a note of the crime number.

  • If your cycle has been stolen or has been damaged in an accident, please contact RSA Property Claims on :

    0330 102 4100 (9.00am- 5.00pm, Monday to Friday) and tell them about the incident or
    You can email new claims to promise.propertyclaims@uk.rsagroup.com

  • To help us progress your claim, please collect as much information as possible to assist with the claim process and then once you have notified your claim by phone or email as above, your claims manager will ask you to provide the following:

    If the cycle has been damaged – a repair estimate

    If the cycle has been stolen - an estimate for the cost of replacement of the cycle.

    Original purchase receipt for the cycle or proof of purchase..

    Photographs of the cycle and any damaged parts.

    Photographs of damage caused by thieves entering the insured location in order to steal the cycle, plus a receipt or estimate for repairing the damage.

    If the cycle was stolen away from the insured location and was locked to an immovable object you must send to us a photograph of the damaged lock or the lock key plus a receipt for your approved lock. You must also enclose a photograph of the immovable object to which the cycle was locked.

    If the cycle was stolen from a vehicle you must provide photographic evidence of any damage caused by the thieves when entering the vehicle.

    If you were involved in a road traffic accident please prepare a sketch diagram of the road layout where the accident occurred indicating your position and that of any other party involved in the accident

Please notify a claim to us as soon as you can. If you delay, this can make it difficult for us to deal with your claim and may result in it being rejected.

Do not order a replacement cycle, or hire a cycle, until your claim has been approved and you have been told how it is to be settled.

 

Public Liability

  • If someone (a third party) is holding you  responsible for an injury or any damage, you must not admit responsibility make any offer in settlement, or do or say anything which might prejudice our position in terms of defending your claim. To report a new claim or incident please contact RSA Liability Claims on :

    0330 102 4257 (9.00am- 5.00pm, Monday to Friday) or

    You can e-mail new claims to
    liabilityclaims.manchester@uk.rsagroup.com

  • It is very important for you to notify us as soon as possible of any actual claim or any possible claim for compensation which has been or may be made against you as a result of a cycling accident.

  • If you have been involved in an accident, and no claim against you has actually been made, but you suspect that this is likely to happen, you should take the precaution of informing RSA on the above phone number/email that there has been an incident. Depending on the circumstances, claimants may have several years to bring their claim against you. It is best to tell us as much about the incident whilst it is fresh in your mind and allows us to collect evidence and witness statements which will help us deal with the issue more effectively.

  • Please keep any correspondence received from the party who is claiming against you, together with other documents, photographs or information which will help to defend the claim in preparation to send into our Claims Team once you have notified us of the incident and we have given you a claim reference number.

  • If you have any footage from, for example, a helmet camera, please retain this and we will discuss how you can share it with us. You may wish to consider if there are any other CCTV cameras in the vicinity and request a copy of this from the relevant party. This can assist us greatly in determining where a liability may attach.

  • Please inform us if you are a member of a cycling association and have your membership details to hand when you contact us. It would also be useful for you to have a copy of your policy schedule when you are reporting a new claim.

 

Personal Accident

  • If you have the relevant cover under your policy (see your policy schedule for details) and been injured as a result of an accident involving use of your cycle and wish to claim under the Personal Accident section of the policy, please contact the RSA Personal Accident Claims on

    0330 102 4093 (9.00am- 5.00pm, Monday to Friday) and tell them about the incident or you can e-mail new claims to
    glasgow.accidentandhealthclaims@uk.rsagroup.com

If at any stage of the proceedings you are not sure what to do, or what is required of you for your claim to be processed and paid, please contact us on 0151 427 9529.

Claims Procedure

Should you need to make a claim please follow the guidelines below:


Theft/Damage

  • If your cycle has been stolen or maliciously damaged, contact the Police immediately, making a note of the crime number.

  • If your cycle has been stolen or has been damaged in an accident, contact Hiscox Property Claims on 0845 213 8899 immediately and tell them about the incident

  • Complete a claim form as soon as possible. You can download a claim form by clicking on the link below, or you can ask Hiscox to send you a claim form

  • Complete and sign the claim form, returning it to Hiscox Property Claims, 25 London Road, Sittingbourne, ME10 1PE with all the information requested from you (see the guidance notes attached to the claim form)

  • Please be aware that the claim form and supporting information must be provided to Hiscox within 28 days of the occurrence. If you delay, the Insurers reserve the right to reject the claim.  

  • Do not order a replacement cycle, or hire a cycle, until your claim has been approved and you have been told how it is to be settled.

Material Damage Claim Form

Public Liability

  • If a third party is making a claim against you for injury or damage, you must not admit liability, make any offer in settlement, or do or say anything which might prejudice our position in terms of defending your claim. Contact Hiscox Insurance Company on 01206 77 3776 between 9.00 and 5.30 Monday to Friday or e-mail to hicliability@hiscox.com.

  • Complete a Public Liability Report Form (click on link below) and attach to it any correspondence received from the party who is claiming against you, together with other documents, photographs or information which will help to defend the claim.

  • Even when, after you have been involved in an accident, no claim against you has been intimated, but where you suspect that this is likely to happen, you should take the precaution of completing and submitting a Public Liability Report Form. Depending on the circumstances, claimants may have several years to bring their claim against you. The longer you leave completing the form, the more likely you are to forget details of what happened.

  • It is extremely important for you to notify us as soon as possible of any actual claim or any possible claim for compensation which has been or may be made against you as a result of a cycling accident.

    Public Liability Report Form

Legal Expenses

  • Telephone us on 0800 783 6066 as soon as possible after your accident to speak with one of our dedicated customer claims handlers..

Personal Accident

  • If you have been injured as a result of an accident involving use of your cycle and wish to claim under the Personal Accident section of the policy, please notify Van Ameyde & Wallis Ltd , 34 The Mall, Bromley, Kent, BR1 1TS - +4420 8466 6034.

If at any stage of the proceedings you are not sure what to do, or what is required of you for your claim to be processed and paid, please contact us on 0151 427 9529.

Declaration

“You are a cycle owner resident in the United Kingdom who does not use their cycle for professional purposes other than commuting. In the last 5 years, the total value of all claims or losses relating to this insurance does not exceed £5,000 and you have not:

  • Had any insurance or proposal cancelled, withdrawn, declined or made subject to special terms; or
  • Had any claim against your for third party property damage or bodily injury arising from the use, ownership or possession of a cycle; or
  • Made more than two claims for damage to your cycle; or
  • Had any previous Legal Expenses claims
You have not been:
  • Convicted or charged with any offence, other than a motoring offence or conviction spent under the Rehabilitation of Offenders Act 1974; or
  • Declared bankrupt or become insolvent or made any voluntary arrangement with creditors or been subject to enforcement of a judgement debt”

Butterworth Spengler Facilities Ltd believe it is important for customers to know with whom they are dealing and to be assured that the cycle insurance product they are purchasing is genuine and backed not only by a major insurer but also by the protections which the insurance market and the financial services market have implemented to avoid customers being let down.

CycleSure cycle insurance is underwritten by Royal & SunAlliance Insurance plc and the scheme is managed by Butterworth Spengler Facilities Ltd .

Butterworth Spengler Facilities Ltd and Royal & SunAlliance Insurance plc are authorised and regulated by the Financial Conduct Authority in the UK.

If you wish to assure yourself that both and Butterworth Spengler Facilities Ltd and Royal & SunAlliance Insurance plc are FCA authorised and regulated:

please visit the FCA website at http://www.fca.org.uk
or
phone the FCA directly on 0800 111 6768 (freephone).

Butterworth Spengler Facilities Ltd,(previously trading as Butterworth Insurance Services Ltd), have been providing cycle insurance for more than 25 years and we are highly respected in this sector. You can be assured therefore that this cycle insurance is fit for purpose. However, the service we provide is one of transaction only and we do not give advice or make recommendation, although it is inevitable that we will ask you questions in order for us to ensure that you obtain the correct cover and extensions of cover for your individual demands and needs. Ultimately, the decision on whether to insure with us, which type of cover to purchase, and what extensions of cover are needed, will be a matter for you to decide. Your decision will be based on your own interpretation of the information contained in the pages of this website and in any literature or documentation we may send to you.

You have a right to complain if you are dissatisfied in any way with the service we provide for you, and within the policy documents there is a formal complaints procedure. In the first instance you must write to The Managing Director, Butterworth Spengler Facilities Ltd , 20-24 Faraday Road, Wavertree Technology Park, Wavertree, Liverpool L13 1EH.

A full copy of the Terms Of Business under which we operate is available by clicking on the link below:

Terms Of Business Agreement

 

1. Terms of Use

When you use this website, you do so subject to these Terms of Use. If you do not agree with the Terms of Use, then you should not use this website. Your actual use of the website will be taken as your tacit agreement that you have accepted the Terms of Use of which we have the right to change, amend, or vary at any time without notice.

All intellectual property which is contained within and has gone into the making of this website, belongs to, or to those organisations who have provided licences to us or software developers retained by us for the creation of this website in terms of text, graphics, rating engine, programming and any other technology.

This intellectual property must not be copied, replicated, altered, amended, downloaded, or any component parts used independently of the whole of the website. Nor can this website or any part of it be reproduced or stored in any other website or database, whether public or private, without our express written permission.
Documents contained within this site, in whatever format, may not be modified or amended and may only be used for viewing purposes, or for the printing out of pages or extracts for personal use. We hereby reserve our rights in respect of any Terms or Conditions relating to any aspect of the intellectual property contained within this website, which have not been specifically expressed or set out by us herein.


2. Disclaimer

Butterworth Spengler Facilities Ltd gives no guarantee, warranty or representation regarding any aspect of the content of this website. We have done, and will continue to do, all that is reasonable to ensure that the content of the website is accurate and lawful, but we cannot accept liability for any losses or damages of any kind, financial or otherwise, direct or indirect, from your use of or from your inability to access the website at any time. We will use our best endeavours to ensure that any details and information contained in the website are accurate and up to date, but we can give no guarantee of this and we do not warrant that this is so, and you must use this website accordingly and at your own risk.


3. Suspension and Alteration

We reserve the right to suspend this website at any time, and for any reason and without notice. We also reserve the right to amend or vary the website in whole or in part and for any reason. The rates and premiums contained within the rating engine may be amended or varied by us, in total or in part, at any time, and for any reason, and without us giving notice to you. Similarly, we have the right to amend or vary any of the documentation which is accessible to you from the website, either to view, download or to print. However, once a Policy of Insurance has been issued to you following your purchase of cycle insurance, that document becomes immutable because it is your Contract of Insurance with the Underwriters.

We reserve the right to change in any respect or in any aspect the form or content of this website, for any reason whatsoever and without our having to give notice to you. By continued use of the website you tacitly acknowledge your acceptance to any changes which we may make to any of the above, and we hereby disclaim any liability for your failure to note or be aware of any such changes.


4. Governing Law

These Terms of Use are governed by the Laws of England and Wales, and by using this site, and unless agreed otherwise by us in writing, you hereby agree that the Jurisdiction Forum shall be the Courts of England and Wales.

Complaints Procedure

Our Commitment To Customer Service

RSA are committed to going the extra mile for our customers. If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response.

Step 1

If your complaint relates to your policy then please contact the sales and service number shown in your schedule. If your complaint relates to a claim then please call the claims helpline number shown in your policy booklet.
We aim to resolve your concerns by close of the next business day. Experience tells us that most difficulties can be sorted out within this time.

Step 2

In the unlikely event that your concerns have not been resolved within this time, your complaint will be referred to our Customer Relations Team who will arrange for an investigation on behalf of our Chief Executive.

Their contact details are as follows:
Post: RSA
Customer Relations Team
P O Box 2075
Livingston
EH54 0EP
Email: crt.halifax@uk.rsagroup.com

Our Promise To You

We will:

  • Acknowledge all complaints promptly
  • Investigate quickly and thoroughly
  • Keep you informed of progress
  • Do everything possible to resolve your complaint
  • Use the information from your complaint to proactively improve our service in the future.

Once we have reviewed your complaint we will issue our final decision in writing within eight weeks of the date we received your complaint.

If You Are Still Not Happy

If you are still unhappy after our review, or you have not received a written offer of resolution within eight weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service (FOS). The FOS is an independent body that arbitrates on
complaints.

They can be contacted at:

Post: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
Telephone: 0800 0234567 (for landline users)
0300 1239123 (for mobile users)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You have six months from the date of our final response to refer your complaints to the FOS. This does not affect your right to take legal action, however, the FOS will not adjudicate on any case where litigation has commenced.

Thank You For Your Feedback

We value your feedback and at the heart of our brand we remain dedicated to treating our customers as individuals and giving them the best possible service at all times. If we have fallen short of this promise, we apologise and aim to do everything possible to put things right.


1. Our Commitment to You

Butterworth Spengler Facilities Ltd is committed to protecting the privacy of all those who visit and use this website. This Privacy Policy is to inform you about the data we will collect about you, how the data is stored and how it is used.

Butterworth Spengler Facilities Ltd is an independent insurance broker whose offices are at 20-24 Faraday Road, Wavertree Technology Park, Liverpool, L13 1EH, and is an England and Wales Registered Company No. 1593973. The company is authorised and regulated by the Financial Services Authority for the transaction of general insurance business in the UK.

2. Your Acceptance

By visiting our website, you accept the regime and practices outlined in our Privacy Policy. Should any dispute arise regarding privacy then such dispute will be subject to the content of the Privacy Policy and of our Terms of Use. We have the right to change our terms and practices at any time and we are not obliged to notify you of such changes. The onus is on you, therefore, to check our Privacy Policy and our Terms of Use on a regular basis so that you may become aware of any changes made. If you continue to use the website after we have made any changes to the Privacy Policy or the Terms of Use, you will be deemed to have tacitly accepted such changes.

3. The Information we collect

(a) Personal details

Your personal details will include, but will not necessarily be limited to, the following: name, address, postcode, date of birth, email address, telephone number/s, gender, claims experience, cycles, credit/debit card information and any other relevant details.

Such information held by us, either electronically or in hard copy, will only be used for insurance administration purposes including claims investigation, prevention of fraud and money laundering activity, in connection with any Policy of Insurance or premium quotation issued by us to you. We guarantee that this information will not be passed on to any other party or for any reason not directly connected with your Contract of Insurance with us.

(b) Information Exchange

We exchange information with other approved organisations, such as loss adjusters, for underwriting, claims and fraud prevention purposes, and in addition, we may disclose information to other parties where this is required or permitted by law and by any relevant Data Protection legislation.

(c) We only deal with you

In order to comply with the Data Protection legislation and to guarantee your privacy and security, it is our policy to deal with only you, i.e. the person named on the Schedule of Insurance. Unless you instruct us in writing to the contrary we will not deal with, accept instructions from, or discuss your affairs, with any other party, other than in extreme and exceptional circumstances.

(d) Changing your data

A full copy of all of the data that we hold about you in our database can be obtained by you, but you must make the request in writing to The Managing Director, Butterworth Spengler Facilities Ltd , 20-24 Faraday Road, Wavertree Technology Park, Liverpool, L13 1EH. We have the right to charge an administration fee for providing the service.

4. System Security

Our website and database are hosted by Applied Interactive Media Ltd, Goodyear Business Park, New Street, Mawdesley, Lancashire, L40 2QP. Their procedures with regard to data warehousing, access and disclosure of information, are all in accordance with appropriate Data Protection Legislation.

We do not store or keep any credit card or debit card details on our system.

We must point out to you that emails are not guaranteed to be totally secure, and we recommend that you bear this in mind before you send any personal or confidential information to us by email. If you do so then this will be considered to be at your own risk.

5. Cookies

Our site uses cookies which don't contain any personal information - Cookies are small text files that are placed on your computer by websites that you visit or certain emails you open. They are widely used in order to make websites work, or work more efficiently, as well as to provide business and marketing information to the owners of the site. Cookies can also help us to track and target the interests of our users in order to enhance the experience on our site. If a user rejects the cookie, they can still use our site. For more detailed information about cookies visit http://www.allaboutcookies.org

6. Claims Data Protection

How We Use Your Information
Please read the following carefully as it contains important information relating to the details that you have given us.
You should show this notice to any other party related to this insurance.

Who We Are
Royal & Sun Alliance Insurance plc.

You are giving your information to Royal & Sun Alliance Insurance plc, which is a member of the RSA Group of companies (the Group). In this information statement, ‘we’ ‘us’and ‘our’ refers to the Group unless otherwise stated.

How Your Information Will Be Used And Who We Share It With
Your information comprises of all the details we hold about you and your transactions and includes information obtained from third parties.
If you contact us electronically, we may collect your electronic information identifier e.g. Internet Protocol (IP) address or telephone number supplied by your service provider.
We may use and share your information with other members of the Group to help us and them:

  • Assess financial and insurance risks;
  • Recover debt;
  • Prevent and detect crime;
  • Develop our services, systems and relationships with you;
  • Understand our customers’ requirements;
  • Develop and test products and services.
  • We do not disclose your information to anyone outside the Group except:
  • Where we have your permission; or
  • Where we are required or permitted to do so by law; or
  • To fraud prevention agencies and other companies that provide a service to us, our partners or you; or
  • Where we may transfer rights and obligations under this agreement.

We may transfer your information to other countries on the basis that anyone we pass it to, provides an adequate level of protection. In such cases, the Group will ensure it is kept securely and used only for the purpose for which you provided it. Details of the companies and countries involved can be provided on request.

From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we shall write to you. If you do not object, you will consent to that change.

We will not keep your information for longer than is necessary.

Sensitive Information
Some of the information we ask you for may be sensitive personal data, as defined by the Data Protection Act 1998 (such as information about health or criminal convictions). We will not use such sensitive personal data about you or others except for the specific purpose for which you provide it and to carry out the services described in your policy documents.
Please ensure that you only provide us with sensitive information about other people with their agreement.

Fraud Prevention Agencies
If false or inaccurate information is provided and fraud is identified or suspected, details may be passed to fraud prevention agencies. Law enforcement agencies may access and use this information.
We and other organisations may also access and use this information to prevent fraud and money laundering, for example when:

  • Checking details on applications for credit and credit related or other facilities;
  • Recovering debt;
  • Checking details on proposals and claims for all types of insurance;
  • Checking details of job applicants and employees.

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

Claims History
Insurers pass information to the Claims and Underwriting Exchange Register (CUE) run by Insurance Database Services Ltd (IDS Ltd). Under the conditions of your policy, you must tell us about any incident (such as fire, water damage, theft or an accident) which may or may not give rise to a claim.
When you tell us about an incident, we will pass information relating to it to the register.

How To Contact Us
On payment of a small fee, you are entitled to receive a copy of the information we hold about you. Any fee charged will be in line with guidance issued by the Information Commissioner’s Office for such information requests. If you have any questions, or you would like to find out more about this notice you can write to:
Data Protection Liaison Officer,
Customer Relations Office, RSA,
Bowling Mill, Dean Clough Industrial Estate,
Halifax HX3 5WA.