What happened, happened.We'll take care of it.

After you log in, you'll find the claim form. That's the fastest way for us to help you.

Report every claim to us immediately, no later than 72 hours after you become aware of it.

For a theft, we absolutely need a police report, such as a report confirmation. If that isn't possible or doesn't make sense, for example because your bike was stolen abroad, tell us in your claim report, by form or email. You can send the police report once you're back home.

If you claim costs for getting home or continuing your journey, send us the invoices or other receipts so we can reimburse you.

If you report the claim via our homepage, the claim form will ask you everything we need to know to quickly handle the claim for you. Just upload the documents and you'll be back in the saddle soon. If you prefer to send us an email, you can also provide the information that way. We need complete (as long as necessary, as short as possible) details about the claim. What happened, when, and where? Additionally, if possible, please provide an initial assessment of whether a repair is sensible and if you've already obtained a cost estimate.

To process a theft claim for you, we need a police theft report and notification to us within 72 hours. If your bicycle or E-Bike is stolen abroad, it can be difficult to get a police report. If that's not possible or doesn't seem sensible, it's enough to report it to us by email and then provide the theft report once you're back home. If you're claiming costs for the return/continuation of your journey, you must prove the incurred costs with an invoice or other receipts so we can reimburse you.

If you reported the claim through our homepage, you'll immediately receive confirmation from us that the claim has been reported and that we are handling the process. Since every claim is unique, we will tailor our claims handling to your specific needs and do our best to get you back in the saddle quickly. In collaboration with our Karl partners, we usually resolve claims within a day, so you can immediately get a new bike or E-Bike, or order the repair of damaged parts.

Of course, we cannot verify if your bike was secured with an adequate lock. In this case, we trust that you act according to our contract conditions and that your statements are truthful.

Once Karl has reimbursed you the insured value according to the policy, the damaged bike or E-Bike belongs to the insurance. You must generally make the bike or E-Bike available to us. We will resolve this with you in the event of a claim without making the situation worse for you. Legally, we just need to inform you 😊 If your bike or E-Bike was stolen, this obligation naturally does not apply. However, if your stolen bike or E-Bike reappears, we ask you to inform us. It then belongs to the insurance.

We will not automatically increase your premium after a reported and processed claim. However, your claims history will be considered when it comes to continuing to insure your bike or E-Bike with Karl. We will review this on a case-by-case basis, and there are no "automatic adjustments."

If your bike or E-Bike is permanently lost or destroyed, the insurance contract automatically expires, as there is nothing left to insure. Of course, you can take out insurance with Karl again for your replacement bike or E-Bike.