What do we assess in a claim?
A fall, moisture or a broken charge port often looks worse, or less serious, from the outside than it is. Among other things we look at:
- capacity and general condition;
- cell balance and the state of the pack;
- faults in the electronics or the BMS;
- damage to the housing, charge port or bike-side connector;
- whether repair is possible after a fall, moisture or other damage;
- the choice between repair, cell replacement and a suitable replacement;
- technical write-off if repair is not justified.
We do not decide on cover. The insurer does. We supply the technical substantiation and the repair plan.
How is a claim handled?
- The claim comes in with a claim number or your own reference.
- We receive the battery and assess it technically.
- We record the findings and the conclusion as agreed.
- The claim follows the decision rules and escalations we have laid down with you.
- We carry out the repair, cell replacement, suitable replacement or write-off as agreed.
- Reporting, invoicing and closure follow the agreed process.
Two insurers, two processes
For ENRA we handle battery claims through a fixed process: intake by reference number, an initial test, a mandatory technical conclusion in the test report, reporting and fixed decision rules. A refurbished replacement is not one of the options in that process. Read the ENRA case study.
With another insurer it works differently. There we do supply a refurbished replacement battery for suitable claims. That difference is deliberate: we set the process up around how your organisation wants to handle claims.
What does an insurer gain from KWS?
You get a technical file instead of sales advice. We repair where that makes technical and economic sense, before anything is replaced. We work with the bike shop and the end customer when needed, and we can assess cell packs as well as electronics and mechanical damage. How we safeguard quality and safety is described under quality and safety at KWS Seuren.
Frequently asked questions
No. KWS Seuren supplies the technical assessment and the repair plan. Whether a claim is covered and how much is paid out is decided by the insurer under its own policy conditions.
Then KWS Seuren writes the battery off on technical grounds and records the reason in the test report. Depending on the agreement with the insurer, a suitable replacement follows or the battery goes to controlled disposal.
Yes. In KWS Seuren's claims processes it is often the bike shop that delivers the battery. The link with the insurer runs through the claim number or the agreed reference.
For regular business accounts KWS Seuren can agree a diagnosis time; around three working days is then a realistic indication. That is not a general guarantee for every order or every season.
Discuss your claims process
Fewer unnecessary replacements and better technical substantiation in your claims? Show us how you handle claims now.
You can also read how a battery diagnosis works, or see the case studies.