Damage or Theft: How to File a Claim with Kingpolis

Has your e-bike been damaged or stolen? Follow the steps below to submit a claim to Kingpolis. Just Ride On can assist you throughout the process.

Please note that the exact coverage, excess, security requirements and compensation depend on your personal policy and the applicable Kingpolis insurance conditions.

In Case of Damage

1. Contact Just Ride On

Contact us and bring your bike to our store for an inspection. We will assess the damage, take the necessary photographs and prepare a repair estimate.

Damage caused by an accident, collision, fall or another sudden external event may be covered by your insurance. Normal wear and tear, insufficient maintenance and manufacturing defects are generally not covered.

2. Check Whether Prior Approval Is Required

The process depends on the total repair costs:

Damage of €200 or less

The bike may be repaired immediately. After the repair, the following documents must be submitted to Kingpolis:

• A completed claim form
• The repair invoice
• Proof of payment
• Photographs of the damage

Damage above €200

A completed claim form and repair estimate must first be submitted to Kingpolis. The repair may only begin after Kingpolis has reviewed and approved the claim.

Just Ride On can help you prepare the required documents and submit the necessary information.

3. Submit the Claim

Kingpolis may request the following information:

• Your policy number
• The bike’s frame number
• A clear description of what happened
• Photographs of the damage
• A completed claim form
• A repair estimate or final invoice
• Proof of payment, where applicable
• The details of Just Ride On as the repairing bicycle shop

It is best to provide all requested documents at the same time to prevent unnecessary delays.

4. Damage Involving Another Road User

If another road user was involved, you may also need to provide a completed European Accident Statement.

When a car, scooter or another motor vehicle is involved, make sure you include the other party’s contact details, registration number, insurance company and policy information.

5. Claim Assessment

Kingpolis will review the claim and check whether the damage is covered by your policy. During the assessment, Kingpolis may request additional information or documentation.

Once the claim has been approved, Just Ride On can carry out the repair.

6. Repair and Payment

Depending on the claim, Kingpolis may pay the approved repair costs directly to Just Ride On.

You will only need to pay the applicable excess and any repair costs that are not covered by your insurance policy.

7. Total Loss

If the bike cannot be repaired safely or if the repair costs are too high in relation to the bike’s value, Kingpolis may declare the bike a total loss.

Depending on your policy conditions, you may then be entitled to select a replacement bike through Just Ride On.

In Case of Theft

1. Activate the Tracking or Recovery Service

If your bike is equipped with a tracking system, report the theft through the relevant app or recovery service immediately.

Activating the tracking service as quickly as possible gives the recovery team the best chance of locating your bike.

2. Report the Theft to the Police

Report the theft to the police as soon as possible and within the period stated in your insurance conditions.

Make sure you keep the complete police report. A confirmation that you submitted a report may not be sufficient to process the insurance claim.

3. Report the Theft to Kingpolis

Submit the theft claim through the Kingpolis online claim form.

After the claim has been submitted, Kingpolis will inform you which documents and evidence are required to process your claim.

4. Provide the Required Documents

Kingpolis may request the following:

• The complete police report
• The original purchase invoice
• Your policy number
• The bike’s frame number
• A completed theft or claim form
• All original keys and any duplicate keys
• Proof of purchase for an additional lock
• Information from the tracking system
• Any other evidence required to assess the claim

Submit all requested documents together whenever possible to avoid delays.

5. Security Requirements

Kingpolis will check whether the bike was secured according to the requirements stated in your policy.

Depending on your policy, this may include using two approved locks and securing the bike to a fixed object with the additional lock.

A claim may be rejected if the applicable locking or security requirements were not followed.

6. Claim Assessment

Kingpolis will review the police report, purchase documents, keys, security measures and any available tracking information.

Additional information may be requested during the assessment. If the bike is recovered while the claim is being processed, you must inform Kingpolis immediately.

7. Select a Replacement Bike

Once the theft claim has been approved, you can select a replacement bike at Just Ride On within the amount covered by your policy.

The applicable excess and any additional costs that are not covered by the insurance must be paid by the customer.

8. Collect Your Replacement Bike

Just Ride On will order and assemble your replacement bike and install the selected accessories.

We will coordinate the necessary documentation and invoicing with Kingpolis. Once your new bike is ready, we will contact you to schedule a pickup appointment.

Need Assistance?

Our team will be happy to assist you with the damage assessment, repair estimate, required documents and the next steps of your claim.

Please contact Just Ride On as soon as possible after your bike has been damaged or stolen.

Damage or Theft: How to File a Claim for Your Lease Bike

Is your lease bike damaged or stolen? The claim process depends on whether your bike is leased through Lease a Bike or through HelloRider.

Just Ride On can assist you with the assessment, required documents, repair and replacement process.

Please note that the exact coverage, excess and conditions may depend on your lease agreement and your employer’s bike lease scheme.

Lease a Bike

In Case of Damage

1. Contact Just Ride On

Contact us as soon as possible and bring your bike to our store. We will inspect the damage, take photographs and determine which repairs are required.

Damage caused by an accident, collision, fall or another sudden external event is generally covered under the Lease a Bike insurance.

2. Submit the Claim Through Just Ride On

Together, we will complete the digital damage claim form in the Lease a Bike platform.

Just Ride On will submit the claim for approval. The repair should normally only be started after the claim has been approved.

3. Damage Involving Another Person

If another road user or third party caused the damage, collect as much information as possible:

• The other party’s name and contact details
• Their registration number and insurance information, where applicable
• Photographs of the accident and the damage
• Contact details of any witnesses
• A completed accident statement

Inform Just Ride On that another party was involved when reporting the damage. This may allow the costs to be recovered from the responsible party.

4. Approval and Repair

Once Lease a Bike has approved the claim, Just Ride On can carry out the repair.

If the bike cannot be repaired immediately, a comparable loan bike may be available for up to seven days. Availability depends on the bicycles available at the store. Your existing lease contract will continue during the repair period.

5. Excess

A fixed excess of €25 applies to each damage claim. This amount is paid directly to the bicycle shop carrying out the repair.

When the damage was caused by another party and the costs can successfully be recovered from that party, the €25 excess may not apply.

In Case of Theft

1. Report the Theft to the Police

Report the theft to the police immediately. Make sure the police report includes:

• The bike’s exact frame number
• Volkswagen Pon Financial Services B.V. as the owner and insurance company
• The details of the lease bike
• The registration number if the stolen bike is a speed pedelec

The frame number can be found in your Lease a Bike account or contract information.

2. Keep All Original Keys

You must provide both original bicycle keys to Just Ride On. At least one key must show signs of use.

If the bike has an electronic lock, you may need to provide an electronic log showing that the bike was locked at the time of the theft.

3. Visit Just Ride On

Once you have received the official police report, call, text or visit Just Ride On. The bicycle shop where you submit the theft claim will normally also be the shop where you select your replacement bike.

Together, we will complete and submit the digital theft claim through the Lease a Bike platform.

4. Claim Assessment

Lease a Bike will assess the police report, the original keys and the other submitted information.

The applicable excess depends on the type of bike, the starting date of the lease contract and whether an approved GPS tracking and recovery service was active. For standard bicycles and e-bikes, the excess for theft is generally 0%, but different conditions may apply to cargo bikes, racing bikes, mountain bikes and speed pedelecs.

5. Select a Replacement Bike

Once the theft claim has been approved, you can select a new, comparable bike through Just Ride On.

The replacement bike may have a maximum value equal to the original bike. If the replacement bike is more expensive, you will need to pay the difference yourself.

The replacement bike will be added to your existing lease contract. The original 36-month lease period will therefore not restart.

6. Collect Your Replacement Bike

Just Ride On will order and assemble your replacement bike and install the selected accessories.

Once the bike is ready, we will contact you to schedule a pickup appointment.

HelloRider

In Case of Damage

1. Check Whether Another Party Was Involved

If another party was involved in the accident, complete a European Accident Statement together.

The form should include:

• All available details of the other party
• Your own name as the policyholder
• The name of the relevant leasing company as the insurance company
• A clear description of the accident

Send the completed form and photographs of the damage to HelloRider as soon as possible, preferably within 48 hours.

HelloRider’s insurance covers functional damage to the lease bike. Purely cosmetic damage may not be covered.

2. Visit Just Ride On

If no other party was involved, you can bring the damaged bike directly to Just Ride On. We recommend taking photographs of the damage before the bike is repaired.

Just Ride On will create a digital work order in the HelloRider platform. HelloRider will then submit the damage to the insurance company.

3. Approval and Repair

Just Ride On can begin the insured repair after approval has been received from HelloRider.

The insurance covers damage to the lease bike, but not personal injuries or damage to your personal belongings.

4. Excess

An excess may apply to the damage claim. The amount depends on the bike lease scheme agreed between your employer and the leasing company.

Check your employer’s lease conditions to determine which excess applies to your situation.

In Case of Theft

1. Report the Theft Within Five Days

Report the theft to the police within five days.

The official police report must include:

• The bike’s frame number
• A statement that you are not the legal owner
• HelloRider’s company details
• A statement that the stolen bike is a speed pedelec, where applicable

Only the complete official police report in PDF format is accepted. A confirmation that you submitted a police report is not sufficient.

2. Submit the Theft Report to HelloRider

Complete the theft form provided by HelloRider and include:

• The official police report
• A clear photograph of all original keys
• Clearly visible key numbers

All original keys must be shown together in the photograph.

3. Send the Remaining Items to HelloRider

After submitting the form, HelloRider will provide a shipping label.

You must then send the following items to HelloRider:

• All bicycle keys
• All battery keys
• The battery, if it was not stolen
• The battery charger

HelloRider will only continue processing the theft after all required keys and accessories have been received.

4. Missing Keys

If one or more original keys are missing, the insurance will generally not cover the stolen bike.

You should still report the theft to the police and HelloRider. HelloRider and the relevant leasing company will then determine which alternative solution is available.

5. Claim Assessment and Excess

HelloRider will submit the theft claim to the insurance company.

An excess may apply to the theft of a complete bike. Theft of only the battery or another bicycle component is always subject to an excess. The amount can be found in your employer’s bike lease scheme.

6. End of the Existing Contract

Once all documents, keys and accessories have been received and the theft has been processed, the existing HelloRider lease contract will normally be terminated.

You will then receive confirmation and a new invitation allowing you to order another lease bike.

7. Order Your New Bike

After receiving your new invitation or activation code, you can select another bike at Just Ride On.

We will help you place the new order, assemble the bike and install the selected accessories. Once the bike is ready, we will contact you to schedule a pickup appointment.

Theft of a Battery or Bicycle Component

If only your battery, display, saddle, wheel or another component has been stolen, you must also report this to the police.

Provide the official police report and photographs to Just Ride On. We can then order the replacement part and submit a digital work order through the HelloRider platform.

An excess always applies to the theft of a separate battery or component.

Attempted Theft or Vandalism

In case of attempted theft or vandalism, report the incident to the police before visiting Just Ride On.

The police report is required before the damage can be submitted to the insurer. Just Ride On will then create the required work order and arrange the repair after approval.

Need Assistance?

Not sure which documents you need or which procedure applies to your lease bike?

Contact Just Ride On. We will help you assess the damage, submit the claim and arrange the repair or replacement process.