Anil

I purchased bicycle insurance through Hepster (MOINsure GmbH).

I bought my bike as an aluminum model, as the frame is aluminum and it is categorized as such in stores. I insured it under the non-carbon category, but when I filed a claim, Hepster rejected it because the fork is carbon.

Nowhere in the policy is it clearly stated which components are considered "main" for coverage purposes. Like most customers, I could only know the frame material, as that is how bicycles are marketed and sold. No one is expected to verify the material of every single part unless explicitly required. Carbon can be used in various bike components, such as handlebars, seat stays, stem, brake levers, and shifters, making it nearly impossible for customers to inspect and identify every material used.

What Went Wrong:
Unclear contract terms – Hepster denied my claim based on a vague definition of "main components."
Lack of transparency – When I asked for a list of these "main components", I never received a clear answer.
If you're not a bicycle expert, I strongly advise against getting their bicycle insurance. Their claims process is unreliable, unclear, and unfair.

I have been a Getsafe customer for years, using their contents and liability insurance without issues. My bicycle insurance contract states that Getsafe is the main insurer, with Hepster as an intermediary.

I submitted a dispute regarding my claim on November 24, 2024, and have followed up multiple times—sending emails and calling their support several times. After months of waiting, I finally received a response, but only to say there is no update and that they will contact me when there is one. No timeline, no explanation, just more waiting.

Their support is friendly and even offers English assistance—but when they can’t or won’t solve your problem, it doesn’t matter. They are helpful until you actually have a claim or a serious issue, and then they become unresponsive and vague. This lack of communication and transparency is unacceptable for an insurance company.

If you are considering Getsafe’s any insurances, be aware that their claims process is unclear, and their response times are painfully slow. I cannot recommend their service.