We would like to reassure customers that we're working hard to continue to provide services during this challenging time. Although we are making changes to the way we work, with the majority of our staff working from home, we are still available to take your calls and respond to emails. At present, we hope customers will not experience any significant disruption to services. For further help please read our Coronavirus (COVID-19) FAQs. Read FAQs >
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.
You can't add a rider online, but our customer service team will be happy to help you.
At the moment, you can only download your policy booklet, however, we will be adding this option in the future. Your policy booklet can be found in the "Overview" section.
If you're looking to add a new bike to your policy (rather than replace your current bike) you will need to speak to our sales team in person. For convenience, our sales team can call you back - simply click here to request a call. They may be able to arrange a multi bike policy. If the offices are closed (after 7pm in the week, after 4pm Saturday and all day Sunday) you can enter your details here and we will send you a quotation. It's best to speak to our sales team in this case though, as you are an existing customer and we can look at any additional discounts or the multi bike option.
You can't get a quotation for a change of vehicle on your online policy. To do this, call our change of vehicle team and by speaking to them in person, we will be able to find the most competitive policy that suits your needs.
Yes of course. The MyBikesure account is designed to help you get paperwork or documents to us conveniently, however, our customer service team are also available for any queries you may have or to help you with your forms.
Yes, in the "Overview" section under "Insured Parties". This shows the drivers named on your policy.
If you haven't clicked the send button yet, the item you have uploaded should have a red square next to it (or an orange square if the item hasn't loaded correctly). Simply click this to delete it. If you have already clicked the send button, the file will be on its way to our administration team. If you want to submit a different document in its place, you can either call our customer service team or send it via email (with your reference number) to [email protected].
If you already have a password, click here. You can log in using your email, date of birth and password. You can request a new password if you have forgotten it.
If you don't yet have a password, call our customer service team who can send one to you by email.
If you don't have a password, you can request one from our customer service team, whose details you can find on our contact us page. It will be sent to the email address that we have on your policy and takes less than 10 minutes. You can simply click on the link in the email and enter your details and password and will then have the chance to enter a new, more memorable password.
Your paperwork will be processed by our administration team. They will send you confirmation that all of your paperwork has been processed and that your policy is complete. If there is anything else needed from you, they may call you, or send you an email to explain. If you elected to receive your correspondence in writing when you took the policy out, they will write to you with any further requirements if you can't be contacted by phone.
If something you are uploading shows an error (such as "file too large"), please try to remove the item by clicking on the orange square next to it. If you have other items to upload in the same section, you can still click submit, however the item that hasn"t uploaded properly would not be submitted.
Please ensure that the file is an acceptable type (such as a Word document or jpeg).
If you are having problems logging in or encountering errors, contact our customer service team who can help you, or report the problem to our webmaster.
You can view your policy details, such as cover, riders, your personal details, policy excesses, download your policy booklet, complete your agreed value form, upload photographs, see if any paperwork or forms are outstanding and complete them online, link to your Premium Credit account (for our clients who pay monthly) and update your email address or password.
By managing your policy online and completing or sending any paperwork that we need from you, you can avoid delays caused by the post, and the inconvenience of having to post things to us.
In the future you will be able to download your certificate and schedule and make payments too.
You can simply go to the log in page by clicking here and can request a new password. You will need your customer reference as well as your date of birth and email address. A new password will be emailed to you with a link to log back into your policy.
Your policy booklet can be found in the "overview" section.
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.
Redirecting you to Adrian Flux, our specialist insurance division
Redirecting you to Chartwell
Redirecting you to Herts Insurance