I have previously blogged on my experience tracking down a suitable policy to insure my bicycles. As a result of this research I took out insurance with Cyclecover , a division of Australian Underwriting Group Pty Ltd., purchasing their Cyclecover Gold bicycle insurance in 2010.
Well as a result of the loss of my Showers Pass Elite 2 rain jacket and Showers Pass Storm Pant on my aborted ride of the Munda Biddi Trail between Nannup and Jarrahdale, I have had an opportunity to put the Cyclecover Gold claims process to the test.Â
I first lodged a lost property report with the Western Australian Police online in the wishful hope that there may have been a chance that the rider(s) who rode the same section of the Trail on the day I think I lost the jacket and pants may have come across them and handed them. The online reporting of the lost is such a straight forward process. Well done to the Western Australian Police for setting this up.
As I had heard nothing upon by return to Perth a few days after the lost I commenced the claims process with Cyclecover Gold.
I downloaded and had to complete the claims form offline. The form is not really designed for lost claims, being a form more relevant for damage to property and contents. Hence this was a bit of pain.
I had to then scan the claims form, invoices for the items being claimed, replacement quote and the Police report for emailing to Cyclecover. This whole process took less than an hour and was emailed off to Cyclecover at around lunchtime Western Australian time on day one of the process.
|Monday, July 18, 2011||0 days||Submitted claim to CyclecoverGold via email as described above.|
|Friday, July 22, 2011||4 working days||Received acknowledgment of the claim via email from Cyclecover Gold and was advised that the claim had been submitted to QBE for processing. Notification included claim number but no indication of timeframe for settlement. A follow-up email answered the same day suggested a two week claims process timeframe.|
|Thursday, July 28, 2011||8 working days||Received advice via email from Cyclecover Gold that the claim has been processed and payment via cheque is forthcoming.|
|Wednesday, August 3, 2011||11 working days||Payment received in the form of a cheque.|
Positives with the Experience:
- Reasonably quick processing of the claim;
- Being able able to do it all online (via email) (the negatives below not withstanding);
- Overall the reasonable communication by CyclecoverGold
Negatives with the Experience:
- Lack of appropriate claims form for lost of property;
- Not able to complete the form either online at a website or as an interactive PDF document;
- Slow acknowledgement of claim by CyclecoverGold;
- No indication of timeframe to settle claim;
- No electronic payment method offered. Seriously we are in 2011. There should be an electronic payment option.