FAQ

Who is Laka?

Laka is an innovative European insurance company specialising in micro-mobility.

What is PON's relationship with Laka?

PON have partnered with Laka to deliver an embedded bike insurance solution for customers who purchase certain connected bikes.

Which PON brands are Laka working with?

Gazelle (Connect) - Since October 2023

Urban Arrow (Connected+) - Since March 2024

Which bikes does this offer apply to?

Gazelle Avignon C380; Gazelle Avignon C8 Connect; Gazelle Eclipse C380; Gazelle Eclipse T11; Gazelle Makki Travel

Urban Arrow Family Performance Line Essential; Urban Arrow Family Active Line Plus

What does the offer include?

Customers who purchase certain connected bikes from our brands will be eligible for 1 year of the Laka Theft and Recovery insurance. This is combined with 1 year of data services.

By activating Laka in their app, the customer will be able to report thefts directly from their app, and Laka's bike recovery service will go and look for their bike. In the event of a claim, customers will be able to access a Laka claim form directly from their app.

If the customer does not activate their insurance, they will not benefit from reporting thefts directly from their bike app, the connected recovery service, and the insurance.

The offer includes:

• A recovery service
• Theft from home cover
• Theft away from home cover
• Damage cover in the event of a theft
• Partial theft (eg. a Battery) cover

How does a customer make a claim?

Normally, in the event of a theft of the bike, customers can make claims directly via their app.

If the bike has been damaged as a result of a theft, Laka will ask the customer to get a damage assessment from the dealer where the customer purchased the bike, or a local dealer.

If the customer comes directly to you, you can contact us and we will help you to help the customer make a claim. You can email support@laka.co

Does Laka settle claims with dealers?

Yes.

A customer's policy states that claims will be reimbursed in-kind at the dealer where the bicycle was purchased. There is an exception made if an exact or equivalent bike model is not available, the customer can either try another dealer, or be reimbursed in cash.

If a claim is successful, Laka's customer service team will issue the customer with a voucher for the value of the bike (in the case of a Theft), or the value of the repair (in the case of damage from theft).

The customer will give this code to you.

You can submit this voucher code along with your business details using this form: https://laka.zapier.app/validate

You will receive an authorisation email from us to go ahead and issue the customer their replacement bike or battery (or damage repair).

How do you organise payment?

Once your voucher has been approved, you can send your invoice to klantenservice@laka.co.uk

You will typically be paid within 5 working days of submitting your invoice.