FAQs

To log in or register for your customer account click here.
In your customer account you will be able to:

• Contact us via Live Chat
• View your policy details
• Download your policy documents
• Make changes to your policy
• Upload documents when requested
• Renew your car insurance policy
• Pay off direct debit defaults and other debt

Your cover will start on the date you selected when quoting, subject to a successful payment being made. The start date and time is noted in your policy documentation which you can view in your customer account and is attached to your confirmation email.

To make changes to your insurance policy, log in to your customer account.
To log in or register for your customer account click here.

You can let us know you want to cancel your policy  by using the chat option in your customer account. Click here to log in. Alternatively you can email bikehelp@sabredirect.co.uk, please include your policy number or web reference and the date you would like to cancel from.

Different cancellation terms apply depending on how long you have had your policy. Refer to our terms and conditions and administration services contract for details.

You can add up to four named riders to your policy. This can normally be done by logging in to your customer account.

No, we don’t allow temporary adjustments but you can add a permanent rider to the policy. If you require a motorbike to be added permanently, please take out a separate policy.

We offer :

• Helmet and Leather cover
• Breakdown cover
• Legal cover
• Protected no claims bonus
• Enhanced personal accident

Click here for details.

Yes, you can select the option to protect your no claims when you take out your policy (subject to eligibility).

No, we don’t include riding other bikes cover.

You are covered to travel to the EU, but unless you inform us of your plans in advance, your cover will be limited to the minimum required by the countries you visit. Let us know your EU travel plans to receive full policy cover for up to 30 days at no extra cost.

For travel outside the EU, provide details of the countries you’re visiting and your travel dates, and we’ll explore suitable cover for you.

See our Policy Wording for more details or contact us via your customer account.

You can request pillion use when you get your quote or add it later in your customer account.

Yes, you can contact us using live chat via your customer account or email bikehelp@sabredirect.co.uk.

Yes, you will be able to view, add or remove a payment card when you log in to your customer account.

Yes we cover riders of all ages. Simply get a quote.

If you have more than one motorbike, you can buy separate insurance policies for each bike with Sabre Direct. We don’t currently offer cover for more than one bike on one policy.

We offer cover on many modification types. Please make sure that you tell us about them when you take your policy out, make changes or renew.

You can ride as soon as you have a valid bike licence issued by the DVLA. You can apply for this when you are 16 years of age. You will need to make sure that your bike is suitable for the type of licence you have.

Yes we insure electric motorbikes.

No, we don’t currently offer short-term insurance for motorbikes.

If you wish to make a complaint, you can email us at bikehelp@sabredirect.co.uk or contact us using the live chat feature in your customer account.

No, any no claims you declare must have been earned on a motorbike insurance policy. Please also note that you can only use it on one bike at a time.

We accept no claims discount that was earned in the UK and EU only.

No, we don’t accept NCD from a fleet or motor trade policy.

We provide your NCD proof with your renewal documentation, you can get this by logging in to your customer account.

No, we don’t provide courtesy bikes.

You can expect your claim to be checked, and for any information upon which your policy was quoted to be validated for accuracy. Those checks, along with our counter fraud measures, are done quickly. Once verified, we will deal with your claim without delay. At all times we will treat you fairly, and provide you with the benefits available under your policy in accordance with industry best practice.

Photographs can be emailed to claims@sabredirect.co.uk or to your claims handler.  Please ensure that you quote your claim number or policy number in the subject line of any email. If you do not have either of these, your registration will suffice.

You can report an incident 24 hours a day 365 days a year on our dedicated number 0330 024 9852.

Should you need to speak to a claims handler, you may do so between 9am and 5pm Monday to Friday. You will be provided with the name of your dedicated claims handler and a direct contact number when we first write to you within 2 working days of the first notification of your claim.

You may email us at any time, although we will only respond between 9am and 5pm Monday to Friday

For full contact details please click here.

Call costs may vary depending on your service provider. If phoning from a mobile please check with your mobile operator. All our calls are recorded for training purposes.

All incoming and outgoing calls are recorded.

Please refer to the contact us area of our website.

Yes, repairs are guaranteed for 5 years.

If your motorbike is recovered and repairable, it will be recovered to an approved repairer or repairer of your choosing and repaired in accordance with the terms and conditions of your policy.

If your motorbike is not recovered or is damaged beyond repair, we will require you to complete a claim form and send us the following documents:

• Motorbike registration document
• Purchase receipt
• Evidence of payment
• Vehicle photographs

We will require original documentation, which we recommend is sent to us by recorded delivery. Copy documentation can be sent by email or uploaded to our website to speed up the process. We will send you a link if you wish to upload documents directly to our website.

Please do not send the motorbike keys to us. We will collect these from you in the event that we need them. Do, however, keep them safe for inspection as we may refuse to deal with your claim if you are unable to provide us with these.

It is likely that we will then need to interview you at your home address and take a statement from you about the circumstances leading up to and including the discovery of the theft. If we intend to do this, we will write to you with the name of the investigation company carrying out the interview.

If you are a genuine claimant, you have no reason to be concerned about this. Subject to your availability, we would expect this to take anything between one and two weeks.

Once our investigation has finished we will pay you the market value of your motorbike at the time of the theft. If there is finance secured on your motorbike, we will need to pay the finance company first and any balance will be paid directly to you. You will be responsible for the balance of any finance agreement if the amount owed is higher than the value of the motorbike. If you have purchase GAP insurance from the dealer that sold the motorbike to you, you will need to ask them about the operation of that policy. 

When we settle your claim, the motorbike becomes our property and you must notify us immediately if it is recovered.

You may choose to go to your own repairer. Please ask the repairer to email a repair estimate to claims@sabredirect.co.uk. It would assist if the repairer is able to quote your claim or policy number, but we should be able to identify your claim from the motorbike registration number.

We will arrange an inspection, agree costs, and authorise repairs to your chosen repairer, subject to the terms and conditions of your policy. In the event that we are unable to agree costs with your chosen repairer, we will give you the opportunity to use an approved repairer or accept a cash payment in lieu of repairs, allowing you to make your own arrangement for repair.

We will not pay for any work or other expense incurred without our prior agreement.

You will need to agree any guarantee with your chosen repairer and we will not be able to intervene in any subsequent dispute that might arise with the repairer about repair quality or any other matter.

You should notify us immediately of any intended prosecution. We may, at our discretion, arrange and pay for legal representation for you.

Any correspondence received in connection with any accident or claim should be passed to us immediately and unanswered. You may post correspondence to us, scan it and email it to claims@sabredirect.co.uk or take an image on your telephone or other device and email it to us. In all communications, please quote your claim or policy number.

All claims for personal injury are carefully scrutinised to access cause. This means that we will consider all the available evidence to determine whether it is likely on the balance of probability that a court will accept that the claimant is injured.

In all cases where you raise a concern or we have our own concerns, whether that is in relation to third parties, their passengers or your own passenger, the case will be referred to our counter fraud team.

The law has recently been changed to allow us to recover costs against the claimant where the claim is found to be fundamentally dishonest and, where this is the case, any legal expenses policy that is supposed to protect the claimant will not operate, meaning that the claimant is entirely responsible for our legal costs.

Where the evidence enables us to do so, we take a very hard line against claimants in these circumstances. In this way, we seek to protect you from paying additional premium to meet the cost of these fraudulent claims.

If your motorbike is a total loss, the motorbike will be assessed by an independent qualified engineer. This may involve a physical inspection of the motorbike or it may be undertaken remotely using images of the motorbike taken by the approved repairer. The motorbike is valued by reference to Glass’s Guide and other trader publications. The condition of the motorbike will be taken into consideration, as will any pre-existing damage and motorbike mileage. The motorbike is valued on the assumption that it has a valid MOT certificate where one is required and that it has been serviced in accordance with the manufacturer’s guidelines.

The amount that we offer you will be based upon the engineer’s valuation. It is intended to be a sum of money that will put you in a position to purchase a replacement motorbike with one of similar make, model, year, specification, mileage and condition from the market in which you are likely to purchase the replacement. Whilst certain insurers may have had a reputation for making low offers, we offer the full amount of the valuation. Although we are happy to review any valuation on request, you should not expect this to result in an increase in the offer, as every care is taken to ensure that we get it right first time.

If you are not happy with the valuation, you should do some research to see whether motorbikes advertised for sale in your local area support your view. If you still think that our valuation is low, telephone your dedicated claim handler and ask for the valuation to be reviewed.

If we can identify suitable vehicles offered locally for a similar amount than we have offered, we will not increase the valuation.

If similar vehicles cannot be found advertised in your locality, a nationwide search will be undertaken to identify the likely sale value of the vehicle if one were available in your area.

If the advertisements cause the handler to believe that the valuation is inadequate, the matter will be discussed with an engineer and you can expect a decision within 48 hours.

If you remain unsatisfied with the valuation, we will refer the matter to an alternative engineering firm who will contact you within a week to discuss and agree the valuation with you. We will also issue an interim payment in the sum offered. Please note that you are free to bank any payments that we make to you in respect of your motorbike and continue to escalate the matter further. We will send you an additional payment in the event that an increased settlement is agreed.

If you are still unhappy with the valuation you have the right to pursue the matter through our complaint procedure which is described in your policy documents and on our website. The matter will then be reviewed at a senior level and a final decision relayed to you, which you may then refer to the Financial Ombudsman Service if you’re main unhappy.

If your motorbike is written off, you are permitted to retain the salvage, although we strongly recommend against it.

Where it is assessed that the motorbike is beyond economical repair, it is placed on the Motor Insurance Anti-Fraud and Theft Register and the damage is recorded on Hire Purchase Interest. In the event that you wish to retain the motorbike or even if you withdraw your claim, these markers will remain against the motorbike and may make it difficult to sell or insure.

Where a motorbike is incurring storage charges, it will be moved to a place of free storage, but it will be disposed of rapidly. You will receive a letter to advise you that this is going to happen. The value of the salvage is held to your benefit pending settlement of the claim.

If you wish to retain your motorbike, you must notify us as early as possible and we will make certain it is kept safe for you. If you do not designate a location to deliver the salvage to, we will store the motorbike at a cost to you of £5 per day + VAT.

When you report an accident, we give careful consideration to the information you provide and we aim to give you an early indication of the likely outcome.

Some accidents are easier to determine responsibility for than others. It is important, therefore, that you provide us with as much detail of the accident as you can. This might include your statement, a sketch, photographs or video evidence. The more factual information that you are able to provide, the better.

Where you provide us with details of witnesses to the accident, we will write to them and ask for a statement if necessary. In certain circumstances, we may need to interview you. We might also interview witnesses or visit the scene of the accident to prepare diagrams and take further photographs.

Where it is felt that it is necessary we might also obtain a copy of the police report, if they attended the scene of the accident.

Once we have gathered together all of the evidence that we consider is needed, we will make a decision and settle the claim on that basis.

If you make any claim where we make a payment that we are unable to recover, your NCD will be lost. If you have chosen to protect your NCD, you are permitted a maximum of two losses in any consecutive period of 5 years without loss of your NCD.

The policy excess is the first amount of any claim for damage to your motorbike that you are required to pay.

Policy excesses are applied by insurers to encourage care on the part of the customer regarding property covered under the policy and to dissuade trivial claims and thereby reduce the premium that you pay.

If an accident is not your fault, your excess will be your responsibility until we are satisfied that we will be able to recover the full costs from the responsible party’s insurer. In the event that we are unable to recover the full costs, you will remain liable for the policy excess.

A straightforward claim where no other party is involved will most probably be settled within a very short period of time. Claims with multiple parties involving liability disputes may take considerably longer. Claims involving significant injury can take many years to settle.

We will endeavour to settle your claim as quickly as possible and to update you where necessary.

In certain circumstances, we will instruct a professional firm to arrange for somebody to come and see you and possibly take a statement from you. We only instruct reputable firms who we take through a rigorous vetting process before they are appointed. Once appointed, they are subject to regular review to ensure that they are performing professionally and to an acceptable standard.

Where such a firm is instructed, you will be notified by us beforehand. Do not allow anybody into your home unless we have told you of their appointment. The appointed firm will contact you by telephone or letter and identify who they are. They will make an appointment convenient to you and you can expect the representative to be professional, polite and courteous throughout.

The representative is there to help us understand your claim so that we deal with it in the most appropriate way and as efficiently as possible, so it is in your interests to meet with our representative as soon as you can and provide your fullest cooperation.

We will arrange an inspection of your motorbike if you are claiming for repair or for the total loss value of the motorbike. Inspections are routinely carried out whether the repair is undertaken by one of our approved repairers, or a repairer of your choosing.

Depending on the nature of the inspection and the extent of any damage, the inspection may be a physical inspection or it may take place remotely by digital imaging.

In all cases, where an inspection is necessary, we would normally expect this to take place within 3 working days of the engineer being instructed.

Any incident that might give rise to a claim under your policy must be notified, whether you intend to make a claim or not. This includes all accidents or other incidents such as theft, fire, storm, vandalism or any other cause of damage to your motorbike.

It is of particular importance that you report any accident or incident that results in injury or alleged injury to any vehicle passenger, cyclist, motorcyclist or pedestrian, even if you believe that the accident was not your responsibility. It will serve to protect your interests if we are given the opportunity to investigate such claims as early as possible to ensure that the evidence is fresh and still available. Claims can be brought against you for up to three years after an accident, or longer still where children are injured or the claimant is without capacity.

You may prejudice our position if you do not report these claims as soon as you can and, if this occurs, you might not be entitled to the protection of your policy.

If you report a claim for information purposes only, it will be recorded as such and your No Claim Discount (NCD) will not be affected if we are not ultimately required to make a payment. The costs that we incur in investigating any claim will not in themselves affect your NCD.

If we pay you for the loss of your motorbike under the terms of the policy, the full annual premium is payable. You will have received the full benefits payable under the relevant section of the policy and the policy must be paid for in full.

If you have paid your full annual premium in advance, you will not receive a partial refund. If you agreed to pay by instalments, you must continue to pay the monthly instalments until the policy is fully paid. If you default on an instalment, the balance of the premium becomes payable immediately.

We do allow you to substitute a motorbike on to your policy in place of the motorbike that is lost or written off for the remaining period of the policy, provided that you do so within a short period of being paid. An additional premium may be payable based upon the age, specification and value of the replacement motorbike.

You must ensure that your motorbike is maintained in a roadworthy condition at all times and that it has a valid MOT certificate where required.

If you do not have a valid MOT we will deal with your claim unless it is established that your motorbike was suffering from a fault that would have been identified in an MOT test and that the fault has contributed to the cause of the loss. If we agree to deal with your claim, you will be required to submit your motorbike for MOT following any repairs and you will be directly responsible for the costs associated with putting the motorbike through the MOT. If your motorbike is a total loss, you can expect the value of the motorbike to be reduced to reflect the difference in value between a motorbike of similar specification being sold with a valid MOT and one being sold without.

We endeavour to deal with all claims as quickly as possible to minimise any inconvenience to you.

Please see the FAQ explaining what will happen if your motorbike is stolen. You can speed up the process by sending us the required documentation when you first tell us about your claim, instead of waiting until we ask for it and by cooperating with our representative and arranging an appointment as soon as it is offered or dealing with any other request made of you as rapidly as you can.

If you do everything you can to assist in the process, we would aim to be in a position to make you an offer within 2 to 3 weeks. If you do not cooperate in the process, or fail to provide satisfactory documentation, the process could take considerably longer.

We will keep you informed at all stages.

You may need to attend court if the other party disputes responsibility for the accident and agreement cannot be reached. We will notify you if this is likely and inform you of the identity of any solicitor appointed to act on your behalf.

You may also be required to attend court if you pursue a claim and the amount of your claim is disputed by the other side.

Firstly, you should make certain that you and everybody else involved in the accident are not injured and are safe. You should also consider the safety of other road users and, where necessary and possible, and only if it does not place you in a position of danger, move the vehicles involved to a position of safety.

If anybody is injured or you are causing or likely to cause danger to other road users, the emergency services should be contacted immediately by dialling 999.

If you are unable to move your motorbike and it is presenting a danger to other road users, consider whether any action is possible to warn approaching motorists of the danger without placing yourself or others at risk.

Once you have dealt with any immediate emergency, you should exchange details with the third party. Please obtain as much information as possible to include the name and address and contact details (telephone numbers/email address) of the driver, the make, model, colour and registration number of the third party vehicle and the number of passengers carried in any other vehicles involved.

If the accident was not your fault, please obtain the name, address and contact numbers of any independent witnesses.

If the accident was your fault and there were no serious injuries, please provide the third party with our name and your policy number and invite him/her to contact us on 0330 024 9852. As soon as you report the accident to us, we will be able to assist the third party with vehicle repairs and a replacement vehicle whilst theirs is off the road. We will in any event contact the third party within 24 hours of your report of the accident to offer these services if he/she has not already made contact.

In all case, please take any photographs that might assist in the determination of liability and photographs of damage to the vehicles involved. If you were at fault, this may protect you against claims for additional damage at a later date or claims from passengers that were not there.

If you purchased your motorbike on finance and there is a financial interest recorded against your motorbike, we are obliged by law to pay the finance company the entire balance of the finance up to the value of the settlement, before any balance is paid to you. You should contact the finance company as soon as you are advised that your motorbike is a total loss and ask them to provide you with a settlement figure. Please pass the settlement figure to us urgently, as we will not be able to pay your claim until we have this.

If the outstanding balance exceeds the sum due to you under the policy, you will remain liable to the finance company for the balance of the finance agreement. If you have purchased GAP insurance, this may cover the balance and you should make enquiries with the GAP insurer. GAP insurance is offered by motor dealers when the motorbike is sold. If you are uncertain whether you have cover, you should ask the dealer who sold the motorbike to you.