With the Alteos Comfort Protection, you can enjoy your rides, no matter where your E-Bike takes you. Whether it's theft, accidents, or unexpected repairs—Comfort Protection offers you optimal coverage.
If your E-Bike gets damaged or goes missing, you will be reimbursed for its full value—no questions asked. This way, you can easily replace your bike and get back on the road without any additional costs.

Mobility Protection
Having a breakdown on the road? No problem! Whether it's for onward or return travel, accommodation costs, or emergency cash.

Quick Assistance When You Need It
The service is fast, straightforward, and always available, so you won’t waste any time and can get back in the saddle immediately.

Simple. Digital. Worry-Free
Forget about paperwork. With digital management, you have everything in view and can easily report damages or changes online. Quick, transparent, and stress-free.

• Insurance Duration Up to 3 Years
• Commercial Use
• Mobility Protection
• Coverage for Theft, Robbery, Vandalism, including Burglary
• Theft of Battery and Accessories
• Material and Production Defects
• User Errors
• Damages (from falls, accidents, moisture, electronics, natural forces)
• Wear and Tear of Individual Parts (excluding tires/brakes) up to €150 per year.

1. How long is my bike insured?
The contract duration for Alteos Comfort Protection is 3 years and ends automatically. Please keep all purchase receipts for your Hepha E-Bike for insurance purposes.

2. Where can I report damage or theft?
In case of an insurance claim, you can contact Alteos GmbH's customer service digitally at https://mein.alteos.com or via email at service@alteos.com, or by phone between 9 AM - 6 PM at 030 255 585 055.
Have damage? You can easily report it under "My Alteos." All information about the insurance can also be found in the following document: E-Bike_AVBs_Hepha.pdf.

3. What is the insurance amount?
The insurance amount covers the purchase price of your E-Bike up to a maximum of €6,000.

4. What are the requirements for locks?
An appropriate lock should have a minimum purchase price of €45. Additionally, frame locks are considered adequate when used with a chain lock. Existing locks can be used as long as they meet the stated requirements, are fully functional, and are not older than 3 years at the time of purchasing the Alteos Comfort Protection. In case of theft, a purchase receipt is required.

5. What does the mobility protection include?
The Alteos Mobility Protection includes:

• 24-hour service for breakdowns and accidents
• Recovery after an accident up to €2,000
• Replacement bike up to €50 per day for a maximum of 7 days
• Accommodation costs up to €80 per night for a maximum of 5 nights
• Emergency cash up to €1,500 in case of financial hardship abroad.

6. How long do I have to wait to receive my insurance documents after purchasing the insurance? What is the process?
You will receive your insurance documents no earlier than 14 days after receiving your E-Bike, but no later than 28 days via email. Please note that this will be sent to the email address provided during the order.

*Alteos Comfort Protection offers comprehensive insurance coverage for E-Bikes, including protection against theft, robbery, vandalism, and accidents. The plan includes new value reimbursement, mobility protection for breakdowns, and coverage for material, production, and user errors. Damages from falls, accidents, moisture, electronics, or natural forces are also insured.

The contract ends automatically after a maximum duration of 3 years. A lock valued at least €45 and retention of the corresponding receipt are prerequisites for insurance coverage.

For more information, please download this file.