
Recently my bicycle was stolen. It was 13-years old, only big enough for someone 160cm tall and its paintwork was scratched. And yet, it was my comfy bike and had been cared for mechanically over the years. For my comfort I had bought a Brooks saddle, changed the stem and added bull bars. It had a rack for a panier when I was shopping and a bell and mudguards. It was MY bike!
I left it outside Sainsbury’s in Lancaster one evening while I was minute taking for a local charity. There is CCTV and the police watched the thieves take my bike about two minutes before I returned [if only I had walked more quickly!]
I reported the theft to the police and Lancashire Constabulary excelled themselves, calling me four times with updates and getting hold of the above CCTV.
I also made a claim to our home insurance company, where our bikes are listed and specifically insured. At first they were sympathetic and everything seemed to be going through as expected. The next day I was informed that I had to answer some questions, that I should do this in a quiet room and sitting down. I was told the questions would be repeated and I should only answer yes or no.
The questions were asked by a machine and were irritating, ‘Did I know how to use a telephone?’ ‘Did I own a computer?’ Among these trivial questions was one along the lines of, ‘Are any of the items you are claiming for still in your possession?’ I tried to answer these questions clearly but by the second time it was hard not to sound irritated by questions that I considered beyond stupid. I wanted to say, ‘duh!’ to every one of them.
Later that day I had another telephone call from our insurance company. If the first sympathetic member of staff had been good cop, this was bad cop. It seemed the ‘system’ had flagged up one of my answers, suggesting my claim was fraudulent. I was informed that ‘the system’ was highly accurate and rarely wrong! I felt I had wandered in to a farcical performance of 1984; I knew I was telling the truth, but a machine I was told was accurate most of the time heard a lie.
I was on the phone for some time, pointing out to someone with no sense of humour that one of my weaknesses was my inability to tolerate stupid questions. I explained that what the machine had heard was not a lie but my frustration. I tried laughing the whole thing off but this just made things worse. The call became darker and by the end I was being threatened and bullied. I was asked if I wanted to proceed with the claim because if I was found to be acting fraudulently I would be placed on a black list and unable to get insurance in the future.
Describing the call to my partner afterwards made me realise how unacceptable their attitude had been. The telephone call was almost more distressing than having my bike stolen. I knew I wasn’t lying but unbelievably I was being accused of doing so by a machine that is considered to be clever, even though it can’t tell the difference between a sneer and a lie.
It seems most insurance companies now use lie detector software to seek out fraudulent claims. Our house insurance this year is through Admiral but they are not alone in this dubious practice. Insurance companies think this policy has been succesful and saved them money. It isn’t clear how much this is thanks to the clever [?] software identifying fraudulent claims or to their bullying tactics following an alert from the lie detector that makes innocent claimants drop a legitimate claim. I accept that some people will make a claim on their insurance that isn’t real but all they really had to do was talk to the police to know that my claim wasn’t one of them.
I am not prepared to bow down to bullies and I stuck to what I knew was a legitimate claim. I no longer had a bicycle and needed a replacement for getting around. The claim eventually went through, although with the £250 excess, it was still an expensive theft for us.
We quickly realised we had under-insured the bike, only pricing the cost of a replacement bike and forgetting things like locks, lights, rack, mudguard and saddles that we have added over the years. These accessories amount to around £250. Fortunately, it was January and I managed to secure a reasonable replacement bike from Trek in the sales that used up all of the amount paid out. But off-the-shelf bikes have no bell, lights or mudguards and we purchased these, along with a rack from our own savings.
As for the saddle … The manufacturer-supplied saddle on my new bike was so uncomfortable, I could hardly walk after cycling it home from Lancaster! For non-cyclists consider the difference between sitting on a knobbly rock to a sofa and you are almost there. We had an old, slightly better, saddle in the garage so I muddled along with that but cycling was no fun anymore. After a month, in desperation, I found there are lots of second-hand Brooks saddles on Ebay and I bought a womens B17 for under half price so I can once again enjoy being a cyclist.
I hope no one steals your bike, but just in case, check your bike is fully insured and maybe practice answering stupid questions with a straight face!












