Accidents happen. If your bike is damaged beyond normal wear and tear — from a crash, a fall, or another incident — here's what to do.
First: don't ride a damaged bike
If the bike has taken significant damage, don't ride it until it's been looked at. Safety comes first.
If you can't get it to a shop yourself, your roadside assistance benefit through Better World Club can help. See 24/7 Roadside Assistance.
Get it assessed
Contact your local shop and tell them what happened. They'll book a time to bring the bike in, and their mechanics will inspect the damage and work out what repairs are needed.
Have ready:
What happened — crash, fall, or something else
When and where it occurred
Any photos of the damage
Whether the bike is rideable or needs transport
How the protection plan applies
Normal wear and tear — brake pads, tires, chain wear — is covered under your subscription's maintenance benefit at no cost.
Accidental damage — a crash, fall, or impact — falls under your theft and damage protection. The most you'll be charged for repairs is $500.
Who decides what's covered
The shop assesses the damage either way. Who confirms whether it's routine maintenance or a protection claim — and what you're charged — depends on your setup:
If your local shop manages your subscription Your shop makes that call and handles the claim directly.
If Friiway manages your subscription The shop assesses the damage and Friiway confirms how it's covered and what, if anything, you're charged.
Not sure which applies to you? See Friiway and Your Local Shop — Who Does What.