Have an insurance question?
You're in the right place! We've put together the most frequently asked questions by our customers - start by selecting a topic below.
If you cancel your policy within 14 days of receiving your policy information, we will retain £30 of the policy issue fee and the insurer will make a reasonable charge for the time you have been on cover. This may vary depending on the insurer. If you have any questions please call our customer service line for more information.
We offer full UK and European breakdown cover. It's got all the bells and whistles:
Yes, we offer a "Helmet and Leather" policy which covers your gear for the first £1,000. It doesn't matter what the gear is, Arai, Shoei, Roof, Alpinestars, Sidi, RST, Wolf... anything. This also has a separate excess, so claiming on this will have no effect on your No Claims Bonus.
There may be an administration fee for issuing a Green Card.
Yes, a Green Card is required to cover each vehicle insured under a policy, so you’ll need a Green Card for each individual vehicle included in a multi-car policy that you intend to drive abroad.
Although the UK intends to remain part of the Green Card-free circulation area and meets all the requirements to do so, a decision confirming that has not yet been made by the European Commission.
Therefore, UK motorists should prepare to carry Green Cards as proof of insurance cover when driving in the EU, EEA, Switzerland, Serbia and Andorra from 1st January 2021.
Yes, you’ll need one for the towing vehicle and one for the trailer / caravan. You might need separate trailer insurance in some countries as well – get in touch with us for a quote.
Contact us in good time before you intend to travel – preferably a few weeks before – with your dates of travel and a list of the countries you intend to drive in and through, and we will issue you a Green Card for those dates and countries. If you are travelling within the EU or EEA, your Green Card document no longer needs to be printed on green paper, so you will now be able to print this yourself at home, similarly to printing a boarding pass before travelling by air.
Policy holders can print them on white paper using black ink only. If you are unable to access a printer, please let us know as soon as possible and we will send one in the post instead.
Yes, you should prepare to carry a Green Card to drive in the Republic of Ireland from 1 January 2021.
You should prepare to carry a Green Card or other valid proof of insurance when driving in the UK from 1 January 2021 – contact us to arrange this.
If your policy is due for renewal during the period of travel, you need a Green Card for each policy. When you contact us with your travel dates, we’ll let you know if this applies and discuss renewing your policy to make sure you have the cover you need.
It will be illegal to drive abroad without a Green Card from 1 January 2021. You could be prosecuted, face penalties or fines, or have their vehicle seized. Should you find yourself abroad without a Green Card, or any other relevant insurance documents, contact us urgently and we’ll do our best to help get these to you.
Alongside your Green Card(s), when travelling abroad you should carry your driving licence, your Certificate of Motor Insurance for each vehicle, a GB sticker on your vehicle, and possibly an international driving permit (IDP).
You must carry a physical copy of your Green Card when driving abroad – Green Cards will not be accepted in an electronic format (e.g. shown on a smartphone screen, etc). Please print out your Green Card or contact us to request a physical copy before travelling.
You may need to show your Green Card at the border when entering the EU/EEA or moving between EU/EEA Member States, but this will depend on the border authorities of the relevant country. Motorists may also face police checks while driving abroad and will need to present a Green Card if they are involved in an accident. You will need a physical copy – electronic copies (e.g. shown on a smartphone) will not be accepted.
No, your policy includes third party cover for travel to the EU/EEA and will continue to do so after the Brexit transition period ends.
Third party cover means that you meet the minimum insurance cover as required by law, but should you be involved in an accident, you will only be able to claim for the damage caused to the third party. Please check your policy booklet for details of the cover provided on your policy specifically.
We always make sure that a person has looked at the changes you want to make, rather than just a computer. This helps us make sure you’re getting the cover you need at the best price. You can request changes on MyBikesure - select the policy you want and choose the ‘Request a change’ menu option. A pop-up box will appear - you’ll need to read through the information and tick a box to confirm you’ve read and understood that any changes you request are only a request until you hear back from us with confirmation. After that, you can use the drop down boxes to provide information about changes you’d like to request, including a change of address, changing driver/rider details, changing your vehicle or adding a new one.
Once you’ve submitted your request, it will be sent to us where a member of staff will review it and contact you.
Yes - once you’ve logged in, select the policy you want to check and choose ‘Policy summary’ from the menu options. There will be a drop down box called ‘Drivers’ which shows all the people named as drivers, as well as their individual details and vehicle use.
Yes! You can sign in on your smartphone or tablet and enjoy all the functionality on MyBikesure on the go.
If you need to register for the first time, there’s instructions above to help. If you’re already signed up but have forgotten your password, it’s easy to reset. Visit the Password Reset page and enter your username as well as the mobile number on your policy. We’ll send you a text with a six-digit activation code, which you should enter in the box below. You can then choose a new password.
Normally, when you log in you’ll just need to enter your username and password. If you’re registering for the first time or resetting your password, you’ll need to use the mobile you added to your policy so you can access the activation code we’ll text to that number.
If you ever logged into our previous system, we’ve moved your account over to the new one; your password will have expired so you’ll just need to reset it to log back in.
Currently, MyBikesure is only available for our motor policies, but we’re working on including our whole range of policies in the future.
If it’s your first time using MyBikesure and you’ve recently renewed or started a new policy with us, we’ll have sent you an email inviting you to register which includes your unique invitation link. If you’ve been with us for a while, don’t worry; until you’ve got an active account, any emails you get will include your invitation link to MyBikesure.
Once you’ve clicked the link, it’ll take you to our registration page, where you’ll be asked to enter your mobile number and hit the ‘Request activation code’ button. Stay on that web page; we’ll send you a text straight away which includes your six-digit activation code. Enter this code in the next box that appears and click ‘Confirm’.
Two more boxes will appear; one will suggest a username for you, which you can keep or change. The other will ask you to enter a password (see below if you need information about our password rules).Finally, click ‘Create account’ and you’re done! We’ll redirect you to your account so you can have a look around.
You may have multiple supporting files to submit where we’re asking for one document - for example, you might want to send us two separate scans of a double-sided No Claims Bonus document. You can put multiple files into a zip folder - if you’re using Windows, select each file you want to include, then right-click and select ‘Send to’ and ‘Compressed (zipped) folder’. You can then upload this zipped folder.
The Samsung browser blocks ‘automatic downloads’ as a default setting, and you’ll need to switch this off to download your documents. In your browser, go to the browser settings and select ‘Sites and downloads’. Scroll down to the option for ‘Block automatic downloads’, and make sure it’s switched off.
Alternatively, using another browser should allow you to download your documents as well.
Our administration team processes all the paperwork our customers return in date order. As soon as yours has been processed, they will notify you, either by sending confirmation that your policy is complete, or by contacting you if anything else is needed. Whether your forms are complete or not, we will always contact you to let you know.
You’ll need to enable JavaScript to be able to use MyBikesure - check your browser settings allow this if you’re having trouble loading the site.
Your password must have:
Minimum length of 10 characters At least 1 uppercase letter At least 1 lowercase letter At least 1 number At least 1 symbol - relevant symbols are !"#$%&'()*+,-./:;<=>[email protected][]^_`{|}~€
Depending on the password you choose, you may see a message warning that it appears on a database of passwords previously exposed in data breaches. We would recommend choosing a different password if you see this message, but you can choose to continue by clicking ‘Continue with insecure password’.
File types supported are .doc .docx .gif .jpeg .jpg .pdf .png .tif .tiff .xls .xlsx – we accept a maximum file size of 10mb and a maximum of 27 files./
You can choose your own username when you first register for access to your online account; many people choose their email address. If you’ve forgotten your username, try old email addresses first, and if not, get in touch with us to ask for a username reminder.
Log into your MyBikesure account. If there’s something new for you to read, there’ll be a notification waiting for you - you can click on the bell icon at the top right, and then click the notification to link straight to your inbox. Otherwise, you can get to your inbox by clicking on the policy you want documents for, then selecting ‘Inbox’ from the menu options on the left-hand side.
Once you’ve logged into your MyBikesure account and selected the policy you need documents for, navigate to ‘Inbox’ using the menu options on the left-hand side. Your current or most recent policy certificate and schedule will be pinned at the top, along with your policy booklet.
You should be able to use MyBikesure on most up to date browsers, but it’s optimised for use with Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. It’s best to make sure your browser is updated frequently to keep MyBikesure and all your other sites running smoothly. If you’re using the Samsung browser, please see above for information on how to download your documents.
MyBikesure has been designed by the team at Bikesure to be a hub where our customers can see and manage every aspect of their insurance policies. Here you can access all the information you need to manage your policies, from your welcome documents to your downloadable certificate, schedule and policy booklet, from checking information about your named drivers to updating your phone number.
Often when we send you a message there’s an action we’ll need you to take; returning paperwork, paying for a renewal, or getting in touch with us. By sending you correspondence via your inbox, you’re already in the best place to do that. It also means there’s no risk of you losing your documents to an email outage, and our policy summary and notification system help you to see what you need quickly and clearly.
It’s also more secure; MyBikesure is protected by Cloudflare, as well as our own username, password, and activation code requirements for keeping your login private. Using an online inbox is a practice being followed by many institutions governed by the Financial Conduct Authority (FCA), including many banks who offer online services.
The location software used by our firewall provider Cloudflare recognises where your Internet Protocol address (IP address) is situated, and blocks any outside the region we allow. Seeing this error means it has identified your IP address as being outside that allowed region.
You can access MyBikesure from an Internet Service Provider (ISP) based in: Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Christmas Island, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Hungary, Iceland, Ireland, Ilse of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Reunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom.
If you’re abroad somewhere not listed above, you’ll need to wait until you return before accessing MyBikesure. If you need to take action on your policy or speak to us before then, please contact us by phone on 0344 381 6503 or by email at [email protected]
Not abroad, but still seeing this error? It could be that you or other members of your household are using a Virtual Private Network (VPN), which often route your internet traffic through servers based all over the world. Switching this off or changing it to specify an IP address based in one of the above places when you want to access MyBikesure should fix the problem.
If you try to enter an incorrect password five times in a row, your account will be locked, and you’ll need to reset your password.
If you try to reset your password unsuccessfully five times in a row (i.e. the password reset isn’t completed or you enter the wrong activation code), your account will be locked fully and you’ll need to contact us to get it unlocked.
Log into your MyBikesure account. If there’s something new for you to read, there’ll be a notification waiting for you - you can click on the bell icon at the top right, and then click the notification to link straight to your inbox. Otherwise, you can get to your inbox by clicking on the policy you want documents for, then selecting ‘Inbox’ from the menu options on the left-hand side. Anything you haven’t read yet will have a blue dot next to it.
As a general rule, the type of No Claims Bonus that you use on a policy must be the same as the type of vehicle that you are insuring. So, motorcycle NCB would not be acceptable on a private car policy, or commercial NCB would not be acceptable for a motorcycle policy.
The underwriters like to ensure that you have experience on the type of vehicle that you are insuring.
If you only have a type of NCB that is different to the type of vehicle you want to insure, please discuss this with us when getting your quotation. We may be able to find a suitable policy for your needs and driving experience.
We need to know what country your NCB was earned in as it can affect your quotation. The majority of underwriters will accept NCB only from the United Kingdom. We do have some schemes where we can accept NCB from other selected countries, so it is important that we are informed of the origins of your NCB before you accept the quotation. We can then make sure you have the right policy for your driving experience.
If the NCB is not from the United Kingdom but you have told us that it is, you would either have to pay an additional premium or your policy could be cancelled.
In the majority of cases, the NCB that you use to gain a discount on your policy with us must have been earned on a policy in your name. If the policy was in someone else's name, but you were the named driver, you would not have earned your own NCB. You may qualify for an introductory discount instead, so please let us know if this is the case when you are getting your quotation.
Very occasionally NCB can be transferred to another person, however, you would need to discuss this with the quotations clerk who is dealing with your quotation prior to you accepting the policy. This is not common practice though and would only be available is the underwriters of the policy agree.
We advise discussing your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.
If you are unsure of how many years NCB you have, you need to speak to your most recent insurance company and ask for details. If you have more than one vehicle insured at a time, you can't add the two lots of NCB together to make additional years they remain as two separate lots of NCB.
This stands for "No Claims Discount". You earn a year's NCD for every full year of a policy in which no claims are made either by you or a third party. Some policies, such as classic car policies, are not based on NCD and so at the end of such a policy you would not have gained any NCD. Only the main policyholder earns NCD. NCD is also sometimes referred to as NCB - No Claims Bonus.
If your NCB expired over 2 years before the start date of your policy, you generally cannot use it. Please ensure that you discuss this with us when getting your quotation, as an additional premium would need to be paid if your NCB cannot be used if your quotation was based on it being in date.
There are some policies where NCB is not earned, but they will allow you to keep it up to date. If you are unsure about this, speak to the provider of the policy you had and ask. Of course, it is best to discuss your NCB options in detail before accepting your quotation, so we can find the most appropriate policy for you depending on your driving experience.
NCB can allow quite a large discount as it shows a good driving history. This must be proven to allow the discount. Unfortunately, insurance fraud is on the increase and we want to protect our clients from price rises caused by it by verifying documents such as NCB, driving licences and other important information.
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