Hello,

Thank you for your feedback and we are sorry that you had this negative experience. We would like to clarify the situation.

In the event of a claim, the subsidiarity principle applies, which is why it was necessary to inform your household insurance about the theft. The principle states that other insurers, such as household insurance in this case, must first check whether they cover the damage. If this possibility is excluded or only partial cover exists, the special insurance, such as the bicycle insurance in this case, will step in.

In addition, in the event of theft, the contract usually remains open until the claims process has been completed so that the bicycle can continue to be insured in the meantime. If the stolen bike is recovered and is in a damaged condition, high repair costs are not uncommon. In such cases, the continued insurance ensures that these costs are covered. Once the claim has been processed, the contract will be cancelled retroactively to the date of the theft and any premiums paid in excess will of course be refunded.

As some important documents were missing in your case, the process could unfortunately not be fully completed and the contract could therefore not be terminated. We recommend that you contact our colleagues so that we can clarify the matter together and close the case.

Thank you for your understanding.

Best regards, your team from hepster.