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I'm with them but fortunately have never had to use them, when I have spoken to them on the phone they have seemed quite knowledgeable and friendly.
ive been with them for about 2 years and have very good feedback for them
but i have not made a claim though, my experiences are with bike cover etc which they have always been helpful and friendly
Great bunch of proper cyclists if that helps?
I was considering them (still haven't made up mind yet) and fired off a query email late in the evening (after 11) not really expecting a reply before lunch. I actually had a reply before going to bed. Very impressed with the level of attention evident and like the look of the cover, but haven't actually pressed the button on them yet...