General Questions

Where can I file a claim?
All claims should be submitted through the Digital First Notice of Loss portal of our insurance partner, Cachet OÜ, for the fastest processing.
General Portal: Visit app.cachet.me/submit-claim/, select your country, and then choose the relevant operator
‍Direct Links for Ryde:

• Norway: app.cachet.me/submit-claim/ryde/no
• Sweden: app.cachet.me/submit-claim/ryde/se
• Finland: app.cachet.me/submit-claim/ryde/fi
• Germany: app.cachet.me/submit-claim/ryde/de

What information do I need to have ready?
To ensure high accuracy and prevent "memory decay," we recommend filing the claim as soon as possible. You will need:

• Incident Details: The exact date, time, and location.
• Event Description: A clear summary of what happened.
• Contact Information: Your (the person filing the claim) first name, last name, email address, and phone number so the insurer can contact you if necessary.
• If you are the rider: The ride receipt during which the incident occurred.

Do I need to provide photos of the damage immediately?
No, uploading photos, invoices, or medical documentation is currently optional at the reporting stage. However, providing them at that stage is highly recommended as they can speed up the process. If not provided, the insurer may request them later to investigate the claim.

What if I don’t have the vehicle code or the rider’s details?
‍If you are a third party and do not have the specific vehicle frame number or user details, you can still submit your claim. While providing this information is highly beneficial for trip verification, it is not mandatory for the initial submission.
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For Claimants & Users

Should I report an incident even if there is no immediate damage?
Yes. We recommend reporting any incident to Ryde Support as soon as possible. Minor incidents can sometimes result in "latent" damages or late-appearing medical symptoms.
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What if the incident wasn't my fault?
If you believe the incident was caused by another party, it is important to provide as much factual evidence as possible during the reporting stage. This includes:

• Witness Information: Names and contact details of anyone who saw what happened.
• Police Reports: If the police attended the scene, provide the case or reference number.
• Visual Evidence: Even if not mandatory, photos showing the position of vehicles, road signs, or traffic signals can be vital in proving fault.

The insurance company’s liability team will conduct a formal investigation by reviewing all statements, ride telemetry, and available evidence. Based on this, a determination of fault will be made. In some cases, responsibility may be shared (split liability).

Can I file a claim on behalf of someone else?
Yes. If you are a witness or a legal representative (Power of Attorney needed), you can use the portal of our insurance partner, Cachet OÜ, to file a claim. However, you must provide the contact details of the primary claimant so the insurer can verify the facts directly with them.

What happens after I submit the form?

1. Verification: The operator verifies the claim against ride telemetry and data. We aim to complete this verification within one business day to ensure your claim reaches the insurer without delay.
2. Transmission: Validated data and evidence are securely transmitted to the insurer.
3. Resolution: The appointed insurer handles the final adjudication. They will contact you directly if further interviews or specialized documentation are required.

How can I track the status of my claim?
Once you submit your claim, you will receive a confirmation email with a secure link. This link allows you to monitor the lifecycle of your file and see if it is "In Review," "Resolved," or "Denied".

Can I edit my claim after it has been submitted?
Once a claim is formally submitted, you cannot edit the primary form directly for security reasons. However, you can provide supplemental information, updated contact details, or new evidence (like late-received medical reports) either to the portal's support team who will update the insurer or to the insurer when they make their first contact.Information on how to contact the portals support team at Cachet OÜ is at the bottom of this article.

I had a technical issue and couldn't complete the form. Is my data lost?
The digital portal includes a "Save Draft" feature. You may be able to resume your progress based on the IP associated with you when trying to file the claim. If you encounter persistent issues, please contact the filing portals support team, information on how to contact the portals support team at Cachet OÜ is at the bottom of this article.

Does filing a claim cost me anything?
There is no fee to file a claim through the digital portal. Our goal is to provide the "fastest path to resolution" without unnecessary financial or legal friction.
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Timelines & Process

How long does the process take?
Getting the claim into the hands of the insurer is a quick digital process. However, once a claim is opened, a formal investigation begins. Depending on the circumstances of the incident and the damages suffered, a claim may take longer than expected.
Based on industry averages:

• Simple Property Damage: Often resolved within 1 to 3 months.
• Standard Claims: Typically processed and resolved within 6 to 9 months.
• Complex Cases: If there are serious injuries, disputed liability, or multiple parties, the investigation can take 12 months or longer as they may involve complex medical assessments.

Please note: These timelines are not a guarantee but rather represent averages observed in the industry. Each claim is unique and subject to its own specific circumstances.

What is my responsibility during the process?
It is crucial for claimants to keep a close eye on their phone and email for any requests or inquiries from the insurer. Timely responses to requests for additional information or documentation are the best way to prevent unnecessary delays in your claim's resolution.

‍What happens if my claim is denied?
If a claim is denied, you will be notified via the secure status link. If you disagree, you have the right to provide fresh evidence or follow the insurer’s formal appeals process
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Other

I am an insurer looking for recourse for a claim. Who do I contact?
If you are seeking recourse for a claim made under your policy, please reach out directly to Ryde Support. They will provide the necessary contact details to connect you with the relevant department at the broker or insurer.

Need more help?
If you encounter any issues using the digital link, please contact the portals support team at Cachet OÜ either via email (support@cachet.me), their contact form on their website or by contacting them via their live chat at the bottom left hand corner of their website.