Deliveroo FAQ

Getting Started

How do I subscribe to Deliveroo Rider Free Liability Insurance provided by Indeez?

The insurance is paid for by Deliveroo and covers Deliveroo’s riders whenever and wherever they are out on the road with Deliveroo in the UK. So no action on your side, you will be automatically covered from the time you go online as well as up to one hour after you go offline.

Who are Indeez?

Indeez are working in partnership with Deliveroo to bring to you Free Liability Insurance.

Indeez is a new EU InsurTech, which aims to bring missing protection and benefits to independent workers (starting with gig workers and freelancers). We hope our efforts and those of like-minded players in the domain will help positively influence the narrative on the future of work.

Indeez is registered as an insurance broker with ORIAS in France and operates under the freedom to provide services in the European Union. In the United Kingdom, Indeez is deemed authorized and regulated by the Financial Conduct Authority (FCA).

Should you wish to find out more please visit our website www.indeez.co.uk.

What happens after I create my profile and / or make a claim?

You will receive an email welcoming you to Indeez. If you have submitted a claim at this time you will also receive a confirmation of this. We will be keen to keep you up to date so at every stage in the process you will be hearing from us! You can also check the status of your claim directly on your Indeez account.

Product

Who can benefit from Deliveroo Rider Free Liability Insurance?

The Rider Liability Insurance covers cyclists and walkers when working. It also covers scooter and car riders when they’re ‘off-vehicle’, for example, when walking to pick up and deliver orders.

What is covered?

You and your substitutes get up to £1,000,000 of cover in case you cause injury to someone whilst at work. It also gives you protection in case you damage someone else’s property whilst working, such as other vehicles or buildings. Legal costs are included in the cover.

When will Deliveroo Rider Free Liability Insurance cover me?

As a Deliveroo rider you are covered by our insurance whenever and wherever you’re out on the road with Deliveroo in the UK. This includes the whole time you’re online, as well as up to one hour after you go offline.

Who is my insurance provider?

Your Deliveroo Rider Liability Insurance is provided by XL Catlin Insurance Company UK Limited.

How do I view my policy documents?

All policy documents can be viewed within the Deliveroo Indeez Liability website. Once you have registered to the Indeez platform you will be able to visit at any time to access policy documents.

Does the insurance cover my cycle or phone?

No, your free insurance does not cover property such as your cycle, bike, scooter or phone. But if you cause damage to another person’s property, this would be covered by the Rider Liability Insurance.

Who is insured under the policy?

You and your substitute are the only ones covered. The policy is not extended to family or relatives.

I work as a substitute rider. Am I covered?

The Rider Liability Insurance covers substitutes provided you were working under the account of an active rider and in accordance with Deliveroo’s Supplier Agreement.

Am I covered even outside my working hours?

No. You are only covered by Deliveroo Rider Liability Insurance when carrying out work for Deliveroo in the UK as well as up to one hour after you go offline. You also need to be using the Deliveroo app to be eligible for the benefits under the liability insurance.

Do I pay for my policy?

No. The Rider Liability Insurance is provided to all riders for free. All premiums are paid for by Deliveroo directly.

Is there an excess to pay when making an insurance claim?

The excess is the amount that you are responsible for and which will be deducted, or payable by you, in the event of a claim.

The excess applicable to the Rider Third Party Liability Insurance is:

£150 for each and every claim arising from accidental damage to third party property and,
No excess for bodily injury

Claim

How do I make a claim?

To make a claim is quick, simple and straightforward.

Deliveroo Riders – You’ve caused injury/damage to someone (Third-Party) – If you require to make a liability claim in case you cause injury to someone whilst at work or in case you damage someone else’s property whilst working, please report to Indeez using the claim form here.
Deliveroo Riders – You’ve been injured in an accident – If you were involved in an incident with a Deliveroo Rider, please report your liability claim to Indeez using the claim form here.
Third-Party – If you require to make an accident claim in case you can’t work following an accident while working with Deliveroo, please report to Bikmo using the claim form here.

Should you have any further questions you can contact us and we will be happy to help.

What information and documents are required to make a claim?

To assist us in making the claims process as speedy and ‘pain-free’ for you we would ask that you provide as much detail regarding the incident as possible. For instance, exact circumstances of the incident (time/date/location), any third parties involved/their contact details, statement from the police or other images. All of which will help us assess your claim. Should we require any additional information we will contact you.

Indeez strives to protect your privacy as we are dealing with your claim and any personal data you may share with us during the claim process. To find out more about your rights regarding the processing of your personal data and the conditions under which this processing is carried out, we invite you to read our Privacy Policy. If you have any queries you can contact us on: legal@indeez.co.uk

Who handles my claims?

All claims will be handled by Crawford, our selected provider. You can contact Crawford directly to discuss your claim at deliveroo@broadspiretpa.co.uk or using the following telephone number 01908 088926.

How long do claims take to be processed?

We endeavour to handle all claims in a fast and efficient manner. This could mean you receive notification that your claim is successful in a matter of days. We will keep you notified at every stage in the process via email and should you wish to review progress please log-in to your Indeez account where you will find all reported claims and further details available.

Who will pay my claim?

Your claim will be paid by our claims handling provider, Crawford. Should you have any questions or queries regarding your payment please contact us.

Complaints

What if I have a complaint?

Please contact us as soon as possible at legal@indeez.co.uk or should your complaint refer directly to a claim please contact our claims handling partner Crawford at deliveroo@broadspiretpa.co.uk so that they may resolve the matter with you directly.

If you find Indeez’ or Crawford’s response unsatisfactory, you may refer the matter to the Financial Ombudsman Service (FOS).

To do so, you must contact the FOS within 6 months of receiving our final response either by:

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Need more support or have a question?

Please contact us

Indeez SAS is listed on the Paris Trade and Companies Register under number 888 048 659 with its head office located at 19 rue du Rocher 75008 Paris, France. Indeez SAS, operating under the Indeez brand, is registered as insurance broker in the ORIAS Register, under number 20006983 (www.orias.fr).
In the UK, Indeez SAS is deemed authorised and regulated by the Financial Conduct Authority (FCA). The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the FCA’s website (www.fca.org.uk). Indeez SAS is listed on the financial services register (register.fca.org.uk) and its FCA registration number is 938582.