Unless you have specifically agreed with your insurer to send us anything less than the whole bike, please send us everything. Your insurer is generally paying to have a full bike inspection, which includes components and accessories (if you have any). A good rule is to send us anything that you would want to be covered by your insurance if it were damaged. If later down the line you find damage to something that you didn't have inspected at the time of your claim, it may not be covered by your insurance. Always check with your insurer first.

When we receive the details of your claim from your insurer, we will send you an email with the below options, and links for booking the courier. There are 3 options for getting your bike to us for inspection. 1. If you are within acceptable driving distance of our workshop - located at CW9 6NL - please feel free to bring it in yourself. This is always preferred over couriering it, if this is a viable option. 2. If you have a bike box or case, you can provide us with the details needed to book it in with our courier, and we'll arrange the rest. Simply follow the link in the email to choose this option. 3. If you need a bike box sending out, follow the link in the email to book this in. A box and packaging will be sent out to you, and then collected on the date chosen at the time of booking.

This is difficult to answer at this stage because until we have conducted our inspection, we don't know what is wrong with your bike. We will always provide your insurer - our customer - with estimated completion dates and updates regarding the work to your bike, which they should pass on to you. Standard timelines are as below: INSPECTION | 1-2 weeks from when we receive your bike. Once completed, we will send the report over to your insurer, and they will be in touch with you once they have had time to review it. We don't have any control over how long they take to do this. REPAIR | 2-3 weeks from when we are given authorisation from your insurer to proceed. Subject to the type of damage present, repairs will generally be completed within this timeframe. During this time, we will have also ordered any replacement components required, allowing time for them to arrive before your rebuild. REBUILD | within 1 week of repairs being completed. Your rebuild will have been scheduled in the nearest available slot following the completion date for your repairs. This is usually within 1 working week. *Please note that there are things out of our control that may affect these timeframes such as parts taking longer to arrive than anticipated, being out of stock, or custom parts that come from different countries.

Unfortunately, due to GDPR, we are unable to share this with you directly as you are technically not our customer, your insurance company is. However, if you ask them, they may be happy to provide you with a copy, this is their decision.

Updates from our system are automated and go directly to our customer, which in this case is your insurer. Please contact them to obtain this information, or to request anything further.

This depends entirely on your insurer and the policy you have with them. As a rule, most policies will not cover cosmetic repairs, so if there is no structural damage, it may not be covered by your insurance. Wear and tear is also not covered by most policies, so things like worn chains or brake pads are likely not covered. We can certainly sort these things out for you, but it would be outside of your insurance cover. Please discuss with your insurer first.

Of course! If there is any cosmetic work, or work not covered by your insurance, that you would like to have completed, just let us know. We will just quote and invoice you separately for this, and it will not impact your claim. Just talk it over with your insurer first and let them know. We can also carry out any component upgrades or other mechanical work, but again, please discuss with your insurer first.

This is a tricky one, and depends on the type of bike you have. Once work is complete and your bike has been rebuilt by our mechanic, it is also test ridden and signed off by our staff here to check everything is working as it should. In order to safely transport your bike with a courier, we must partially disassemble some parts of the bike to enable it to fit properly in the box, this can include; - Loosening the seat post clamp, or removing the whole post/saddle. - Detaching the stem/handlebars to allow them to rotate. - Removing the pedals. - Removal of the front wheel. - Removal of any accessories that would be easily broken in transit, such as bottle cages. Sometimes during transit, the movement can affect the setup, such as the hydraulic brakes or gearing. This is usually covered by your insurer as it is common transport problem, especially with fully internal setups. If you don't feel confident reassembling your bike, we can arrange to have it shipped directly to your bike shop/mechanic instead, so they can get it set up for you as quickly as possible. Any other questions or issues at all, please don't hesitate to contact us and we will be happy to help.