Frequently Asked Questions

We have split the FAQs into 6 sections - please click on the relevant link to see those questions.

Our Cover

What is the minimum/maximum age?

The minimum age we can insure on our Evans Cycles Insurance policy is 10 (anyone aged under 16 is required to have an adult as a joint policyholder). There is no maximum age however the public liability and personal accident cover is only applicable for policyholders aged over 16. Total permanent disablement is not applicable for those over the age of 65.

My bicycle isn't brand new - is it still worth insuring?

For a bicycle over 3 years old, depreciation will be deducted from the bike value to take in to account wear and tear up to a maximum of 50%.

Do you only cover UK residents?

Yes. You must have been a resident of the United Kingdom for a minimum of 12 months at the time of policy inception. You must have a permanent residential address in the UK and have not been travelling abroad continuously for more than 12 months.

I have previously made a claim, will this affect my cover?

You need to tell us about any Cycle related losses or claims you have had within the last three years whether insured or not. It is important that you make an honest disclosure of any previous claims or losses, as this could invalidate your cover. If you require the public liability option, you must tell us about any liability, property damage or personal accident related events or claims. If you are in any doubt, you should tell us.

Do you insure professional cyclists?

No, sorry – we can only insure cyclists that do not earn their living from cycling.

What value should I insure my bicycle for?

You need to insure your bike for the current new, replacement cost (including VAT). If you have added any customised parts then you need to ensure that these are included within the total sum insured.

What is the maximum value you insure?

We can provide cover for individual bicycles and fixed accessories up to a maximum value of £12,500 through our website and up to £20,000 through our contact centre. You can insure up to 3 bicycles on one policy providing the total value does not exceed these limits unless approved in writing by us.

Do you cover more than one bicycle on a policy?

Yes, provided they are all owned and used by the same person.

If you, your partner or any family members have a bicycle each, you will need to have separate policies.

Is there an excess on this policy?

There is a £25 excess on each and every claim except for bikes stored in wooden sheds, communal hallways, communal outbuildings or privately accessed gardens when the excess will be £100 or 20% of the bike value; whichever is the greater. Public Liability claims are subject to a £500 excess for thrid party damage only

What are your Approved Locks?

It is a condition of your insurance that you use an approved lock appropriate with the value of your bicycle. Click here to view our approved locklist details.

Do I need any specific security on my vehicle or where I keep my bicycle?

Yes – the requirements are quite specific in terms of types of locks and security devices. For more details, see our policy wording.

Am I covered to take my bicycle abroad?

This depends on the options you choose with Evans Cycles Insurance. Our standard cover allows you to use your bicycle anywhere in the UK.

If you need cover outside of the UK, you can choose to extend this cover to:

  • Anywhere in EU - up to 45 days per trip with a maximum of 90 days in any year
  • Anywhere in the world - up to 45 days per trip with a maximum of 90 days in any year

Can I add or make changes to the policy at any time?

Yes, you can change or renew your policy by calling us.

Note that additions will incur additional costs. Additional premiums are charged on a pro rata basis from the date of change.

No refunds are payable for reductions in cover.

What is public liability cover?

Public liability is known by a couple of different names – personal liability or third party liability. It provides cover against damage to persons or property caused by your proven negligence. Evans Cycles Insurance offers you the choice of £1, £2 or £5 million of liability cover.

Do you cover motorcycles, or scooters?

No - we only cover bicycles.

Bicycles includes tricycles, tandems or any bicycle that is powered by human pedalling and/or battery that is not subject to the Road Traffic Act.

I have previously had a criminal conviction, will this affect my cover?

You must disclose any criminal convictions you have received. If you are in any doubt as to whether this applies to you, you should tell us.

About Us

Who are Evans Cycles Insurance?

Evans Cycles Insurance is a trading name and division of Thistle Insurance Services Limited (a wholly owned subsidiary of Jardine Lloyd Thompson Group PLC).

What are your contact details?

Evans Cycles Insurance
Thistle Insurance Services Limited
Southgate House
Southgate Street
Gloucester
GL1 1UB

Tel: 0345 034 3238

Are you registered by the Financial Conduct Authority?

Yes, as a division of Thistle Insurance Services Limited, we are authorised and regulated by the Financial Conduct Authority, register number 310419. You can check this on the Financial Conduct Authority's register by visiting their website or by contacting the Financial Conduct Authority on 0800 111 6768.

About the Website

Is this site secure?

We have a secure server with 128-bit encryption on our secure socket layer (SSL), ensuring your details are totally safe and secure.

The site is also totally secure and monitored daily by HackSafe to ensure our site conforms to strict standards. You can see the HackSafe / ScanAlert badge on the right hand side bar.

Thawte Certificate – we are Thawte certified. This certificate acts as our digital ID card and proves we are who we say we are. To obtain this certificate we have had to prove our identity, location and authenticity.

Lock & Key Symbol – to confirm our transaction pages are secure, look in the bottom corner of your browser window for the locked padlock or key symbol.

I am having a problem in applying, can you help?

Firstly, please accept our apologies if you are having a problem.

Secondly, please contact us and explain your problem as clearly as possible, also telling us what browser you are using and what platform (eg. 'Internet Explorer 5, on a PC') and we will help you as quickly as possible.

If you are unable to carry out a transaction because the website is down, please call us on 0345 034 3238 and we will do this for you within normal business hours.

Problems opening or receiving documents

Problems opening or receiving policy documents?

Our PDF documents have been created to be opened by Adobe Acrobat version 5.

If you are unable to open the documents, please download the latest version of Acrobat. If you have a previous version installed you may need to uninstall that version for your new Acrobat to work properly.

Online documents
If you have not received your online documents, you may need to check your spam or junk mailbox in your email program. If you still have not received your policy documents, please contact us.

Postal documents
Please allow 3 days for you postal documents to arrive, if you haven't received them by that time, please call us on 0345 034 3238.

About your payment plan

What is premium finance?

Thistle Insurance Services Limited provides premium finance which allows you to help spread the cost of your insurance. We as the finance loan provider pay the premium to the insurer in a lump sum and then collect monthly repayments from you, which include a credit charge.

How does it work?

If you are dealing with your insurance provider by telephone or the Internet, they will collect all the necessary details and set up a Direct Debit in your name and send the information to us. This is why the name Thistle Insurance will appear next to the Direct Debit entry on your bank statement rather than the insurance company's name. We will then email you a welcome pack within a few days to confirm the amount of each monthly payment and when we will be collecting them from your bank account. This will include a copy of the Pre-contract Credit Information which we advise you to read. Please contact us immediately on 0345 450 6397 if any details are incorrect. You should print off, sign and return a copy of the credit agreement to us. We will then collect the agreed number of monthly payments from your bank account.

What if I no longer require the insurance?

You need to contact us to discuss the cancellation of your policy. If the terms and conditions allow the policy to be cancelled we will then calculate any rebate due or payments owed on your payment plan.

If I renew my policy after a year can I continue to pay my premium by Direct Debit with Thistle Insurance Services Limited?

Yes, you can. Full details will be issued with the renewal documentation from Thistle Insurance Services Limited. In most cases your policy will be arranged to automatically renew however you should still review the renewal documents to make sure the policy continues to meet your needs. We will write to you to advise you of your new monthly payment schedule.

What happens if I miss a payment?

If you miss a payment we will contact you to try to rectify the situation. It is important that you keep up with your payments to ensure that your credit agreement and insurance cover remain in force. If you have any payment difficulties, you should contact us immediately on 0345 450 6397.

What if I default on my agreement?

If you fail to make your required payment after our attempt to rectify we will issue a default notice. This will give you up to 14 further days to make payment before your agreement will be terminated. Please bear in mind that your insurance cover may be cancelled if you fail to make your monthly payments.

What if I want to pay off my loan early?

Please call 0345 450 6397 or email us at thistlefinance@thistleinsurance.co.uk and we will be able to advise you. Please ensure you have paid off your loan in full before cancelling your direct debit agreement.

Can I pay off any balance by credit card?

Yes. We accept most major credit and debit cards. Please call 0345 450 6397 to make arrangements to pay by card.

How to make a Complaint

How to make a Complaint?

If for any reason you are unhappy with us, we would like to hear from you. Making a complaint will not prejudice your right to take legal proceedings.

If you have a complaint about any aspect of this policy, our service or a claim please write to:

The Executive Manager of Customer Complaints
Thistle Insurance Services Limited
Southgate House
Southgate Street
Gloucester
GL1 1UB

If the complaint is still not resolved to your satisfaction, you can approach the Financial Ombudsman Service (FOS) at the address below:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone number: 0800 023 4567
Website address: www.financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If you bought one of our products online you can register your complaint via the Online Dispute Resolution (ODR) platform where you may be able to get help raising your complaint with the Financial Ombudsman Service.