Scam - using wording to deny claims

Useless - do not get this insurance. My bike was stolen from me whilst I was having dinner and had the bike by my side. Claim was rejected as their definition of theft has to involve some sort of violence and entry and exiting - basically a wording issue. Read more

Useless - do not get this insurance. My bike was stolen from me whilst I was having dinner and had the bike by my side. Claim was rejected as their definition of theft has to involve some sort of violence and entry and exiting - basically a wording issue. Claim rejected immediately.
Made formal complaint and will go to Ombudsman. Guy I spoke to was extremely rude and patronising and was sounded as if he was questioning the bike had been stolen - saying things like I do not understand how that happened? Insurance cover that offers no cover.

Reviewed on 7th July 2022

Francois Santos

An absolute scam

I cannot express enough how bad my experience has been with cycle guard. They cancelled my policy without telling me and so when my bike was stolen and I tried to claim they are saying there is no active policy. No one contacted me to let me know, no one Read more

I cannot express enough how bad my experience has been with cycle guard.
They cancelled my policy without telling me and so when my bike was stolen and I tried to claim they are saying there is no active policy. No one contacted me to let me know, no one sent me an email and there is apparently nothing they can do. However they did still manage to take money out my account!
I have raised a complaint but unsurprisingly now no-one is getting back to me. Do not get insured with them, absolutely awful.

Reviewed on 9th December 2020

Katie Kerr

Ignored 5 emails, 2 phone calls, 2 letters. Took money illegally. AVOID

Had bicycle insurance and subsequently changed my bike so needed to revisit the insurance. This so happened to fall at the end of the term. I wanted to shop around so I instructed them specifically not to renew. Then they took money out of my bank as they Read more

Had bicycle insurance and subsequently changed my bike so needed to revisit the insurance. This so happened to fall at the end of the term. I wanted to shop around so I instructed them specifically not to renew. Then they took money out of my bank as they had decided to automatically renew my policy after ignoring my emails. Wrote 5 emails more to them, nobody responded. Got through to someone on the phone who didn't have any information on my correspondence. Have since wrote to them (a letter!) to their call center and to their offices - STILL NO RESPONSE a month on. They owe me two months as refund. Still no one talks to me. AVOID AVOID AVOID AVOID

Reviewed on 30th June 2020

James M. Thurlow

Avoid at all costs - complete waste of money and time

Avoid at all costs! This company is a complete scam. After failing to pay out for my stolen bike I was told that my payments would be cancelled and the account closed. Three weeks later and the monthly charge went out of my bank account (even though I Read more

Avoid at all costs!

This company is a complete scam. After failing to pay out for my stolen bike I was told that my payments would be cancelled and the account closed. Three weeks later and the monthly charge went out of my bank account (even though I no longer had a bike to insure!). I was then told that the account had not been closed and I in fact owe the company a £10 cancellation fee too! Understandably I was not impressed given that I had been told the account was cancelled and no further payments would be taken. The company finally said they will reimburse the money but over THREE MONTHS later I am still waiting!

Overall this company is incredibly untrustworthy and I would avoid if possible.

Reviewed on 29th June 2020

Amy

Excellent service !

Having a bike stolen is stressful and time consuming, when it happens out of the blue. Jamie from Cycleguard was very efficient and processed everything quickly.

Reviewed on 27th December 2017

Petria

Excellent bike insurance

Have had cover for last 4 years and when I had to make a claim they made the procedure very easy and settled very quickly. Very glad I decided to have the policy.

Reviewed on 20th November 2017

Charlie watson

Probably one of the best company

Professional services and products, services for 5 stars. I'm very happy with them.

Reviewed on 15th November 2017

Adrian Aeftimoae

Excellent service, restored faith in insurance!

I got a bike through Cycle Scheme and insured it as we had to. My experience with insurance companies hasn't always been great. My bike got stolen and when it did my first thought was: I'm never going to get money back. But, Cyclegaurd have been brilliant Read more

I got a bike through Cycle Scheme and insured it as we had to. My experience with insurance companies hasn't always been great. My bike got stolen and when it did my first thought was: I'm never going to get money back. But, Cyclegaurd have been brilliant! I could easily see from their website what I needed to do, and sent off my claim. Kevin Wakefield assisted me and answered any questions I had, and my payout is on its way so I can replace my bike. Wahoo!

Reviewed on 23rd October 2017

Marina Anne Pape

There quick, fast and affective

Very good, I had my bake Replaced within the week

Reviewed on 18th October 2017

Adrian Bish

Very good

Very cheap, helpful customer service, easy to use website

Reviewed on 25th September 2017

Daisy Newberry

Excellent service from start to finish

The most refreshing element of the experience was being treated with respect and not being made to feel like a criminal in having to make a claim. The representatives I spoke to over the course of the claim were all, without fail, polite, friendly and did Read more

The most refreshing element of the experience was being treated with respect and not being made to feel like a criminal in having to make a claim. The representatives I spoke to over the course of the claim were all, without fail, polite, friendly and did what they said they would do.

The policy was competitively priced, through the link with British Cycling membership and was pleasantly clear on levels of cover and exclusions.

Reviewed on 8th September 2017

J Lowe

CycleGuard have your back

I have always been happy with the service I've received from CycleGuard / Thistle on the rare occasion I need to use them. It's not pleasant to have an old, faithful bike stolen, or have it damaged in a collision, but CycleGuard have you covered. They Read more

I have always been happy with the service I've received from CycleGuard / Thistle on the rare occasion I need to use them.

It's not pleasant to have an old, faithful bike stolen, or have it damaged in a collision, but CycleGuard have you covered. They are quick to respond, and will get you back on the road in no time.

Very happy with the service!

Reviewed on 29th August 2017

Peter

Good

Average service and help. Consolidation of claims process not helpful.

Reviewed on 23rd August 2017

Ahmad Daen

Dean claims

The best bike insurance company My bike stolen and submitted all information Abd following up from dean at claims department was professional courtesy polite and promptly addressed Have replaced bike and only use this company as they accepted my claim a Read more

The best bike insurance company
My bike stolen and submitted all information Abd following up from dean at claims department was professional courtesy polite and promptly addressed
Have replaced bike and only use this company as they accepted my claim and issues cheque in five days

Reviewed on 26th July 2017

Caroline Carty

Smooth and Straightforward

Initially phoned up re whether I was covered and the representative was very helpful, then the claim was processed quickly and efficiently - claim actually settled before my bike has been repaired - Cycle shop are the ones who are being slow!

Reviewed on 14th July 2017

Ian Alexander

A very prompt service

After experiencing a bike accident recently Cycleguard (thistle) were so prompt in my recent claim. Could not fault the service at all would highly recommend to my friends.

Reviewed on 13th July 2017

Mark Whalley

Very professional and thorough company

I recently had to make a third claim in 4 years on my Cycleguard Policy. Previously each claim was settled quickly and with little fuss. On this last occasion they were more thorough as they I believe they had become understandably suspicious. the Claim w Read more

I recently had to make a third claim in 4 years on my Cycleguard Policy. Previously each claim was settled quickly and with little fuss. On this last occasion they were more thorough as they I believe they had become understandably suspicious. the Claim was looked into much more thoroughly eventually being referred to one of Cunningham Lindseys "special Investigators" I presume they suspected fraud. The Loss Adjuster was very thorough and I believe investigated the loss diligently. I cooperated fully and eventually the claim was upheld in my favour. It was a drawn out process and took approximately 3 months to conclude. I may not be happy about the time scale and one or two interactions but they all did their jobs well and as I said prior diligently. You can't fault a company for that.

Reviewed on 28th June 2017

John Chapman

Excellent value with very quick settlement

After losing my bike I provided the company with all the required details. There response was very quick with money for a new bike. Nit wanting to go to their tied cycle company I chise yo go elsewhere. Cycle guard provided me with a voucher for the ne Read more

After losing my bike I provided the company with all the required details.
There response was very quick with money for a new bike. Nit wanting to go to their tied cycle company I chise yo go elsewhere. Cycle guard provided me with a voucher for the new company no trouble and then followed up when the company were slow in sending the voucher out.
Thank you Holli in settlements.

Reviewed on 15th June 2017

Jerry

Quick response and Easy Claim

Cycleguard were friendly over the phone and were quick in their claims process - they simply sent me an email with a claim for which could be filled out online and sent over. They responded two days later that my claim had been accepted even though I was Read more

Cycleguard were friendly over the phone and were quick in their claims process - they simply sent me an email with a claim for which could be filled out online and sent over. They responded two days later that my claim had been accepted even though I was missing photos.

Reviewed on 2nd June 2017

Adamina Carden

They dealt with my claim very promptly and efficiently, brilliant.

Brilliant service all around, quick and clear. Well done.

Reviewed on 4th May 2017

Jawad Hameed