Review Time
I’ve used Shipsurance for shipping coverage and recently had a situation that left a really bad impression.
I filed a claim for a lost package (around $595), and the claim was approved and paid out. Weeks later, the package unexpectedly showed up — which I understand can happen. At that point, Shipsurance reached out requesting reimbursement.
The issue is not the reimbursement itself — I completely understand that part.
The problem is how it was handled.
First, I was given incorrect information and told the package had been delivered back to me, which was not true. After clarifying that it was actually delivered to my customer, I was then asked to contact my client and have the item returned.
From there, the communication became extremely aggressive and rushed. I was repeatedly asked for immediate repayment — even though I did not have the item back in my possession yet. When I asked if return shipping would be covered (since this situation was outside of my control), I was told no and that payment was still expected immediately.
This puts small businesses in an unfair position:
I’m expected to return funds before recovering my product
I’m responsible for coordinating the return with my client
I’m also expected to cover additional shipping costs
And I take on all the risk if the customer never sends the item back
On top of that, I felt pressured into sharing my client’s contact information, which I now regret, as it crosses a line in terms of customer privacy.
The tone and urgency throughout the process felt more like pressure than support.
they are impossible to reach, i can't even get my claim reviewed and question answered properly because every call goes to voicemail, every email comes back with same script. i should have just get insurance directly from the shipping company, now i have to lose money to replace a 700 dollar sale to my customer. stay away NOT WORTH IT.
I’ve used Shipsurance for shipping coverage and recently had a situation that left a really bad impression.I filed a claim for a lost package (around $595), and the claim was approved and paid out. Weeks later, the package unexpectedly showed up — which I understand can happen. At that point, Shipsurance reached out requesting reimbursement.The issue is not the reimbursement itself — I completely understand that part.The problem is how it was handled.First, I was given incorrect information and told the package had been delivered back to me, which was not true. After clarifying that it was actually delivered to my customer, I was then asked to contact my client and have the item returned.From there, the communication became extremely aggressive and rushed. I was repeatedly asked for immediate repayment — even though I did not have the item back in my possession yet. When I asked if return shipping would be covered (since this situation was outside of my control), I was told no and that payment was still expected immediately.This puts small businesses in an unfair position:I’m expected to return funds before recovering my productI’m responsible for coordinating the return with my clientI’m also expected to cover additional shipping costsAnd I take on all the risk if the customer never sends the item backOn top of that, I felt pressured into sharing my client’s contact information, which I now regret, as it crosses a line in terms of customer privacy.The tone and urgency throughout the process felt more like pressure than support.
I operate a high-volume e-commerce business that ships approximately 50,000 packages per year. We insure all high-value shipments through ShipSurance and spend thousands of dollars annually purchasing coverage. ShipSurance is our primary shipping insurance provider.We filed a claim for a shipment valued at $390+ that was mistakenly picked up by the United States Postal Service (USPS) even though it carried a UPS label. USPS has confirmed in writing that they accepted and scanned the package, but determined the label had insufficient postage. USPS has further stated they will not deliver the package, will not allow additional postage to be paid, and will not return the item to us or to UPS.In other words, USPS is in possession of the package and it is effectively lost in transit through no fault of our company.Despite this, ShipSurance denied our claim, stating there is “no record that the package is in the mail stream.” This statement is demonstrably false.We provided tracking information showing USPS possession, emails from the USPS Small Business Support team confirming the situation, and all requested documentation, which was uploaded directly into ShipSurance’s claim portal at their request.Additionally, ShipSurance provides no meaningful customer support, as their phone lines go unanswered and there is no practical way to resolve disputes.We purchased insurance specifically for situations where a shipment is lost while in carrier possession. That is exactly what occurred here.ShipSurance is refusing to honor the policy we paid for despite clear documentation.We are requesting that ShipSurance immediately review the evidence already submitted and approve payment of the insured value of this shipment.Failure to resolve this matter will force us to reconsider our ongoing business relationship and pursue additional remedies.
Awful policies, we paid extra to have a $2K shipment covered by Shipsurance, since we are a business and UPS picks up from us, that package was not scanned, we shared video proof with them showing the UPS Driver taking the package from our business but still said that it was not valid
Would not recommend. If you have an alternative I’d suggest you use it. My business insured 1000s of packages with this company. I’ve prob had less than 20 that have been lost. However this company refuses to honor the insurance. The latest situation is of a $700 package that ups admitted they lost. Shipsurance refuses to pay for it. DO NOT USE!!
Stay away from this business.We are very disappointed with their service. It is clear that the company intentionally delayed the process and then allowed claims to expire, which we consider an unacceptable business practice.As a result, we will no longer use their services. This company has been placed on our internal blacklist for future business dealings.
I requested package insurance, but it turned out to be completely unnecessary and a waste of money. When I reached out for help, customer service was dismissive and unprofessional. Instead of addressing my concerns, they made the situation even more frustrating.Poor service and bad business practices — I would not recommend this company.
been on shopify for about 3 years. I used to file claims directly through UPS/USPS. Now that we solely use Shipsurance, it's so much easier to take care of customers whose packages go missing, get damaged, etc. Their quick tag menu for naming the screenshots/docs i send them can use some updating, but overall, this has made me a much better merchant because there's less risk for both me and my customers. You show proof, they reimburse you. It's a matter of screenshots and now having to type everything out, list prices, etc etc. Simple. Thank you.
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Shipsurance Insurance Services, an Assurant Company, is a shipping insurance provider. We provide coverage for shipments sent via the major shipping carriers at a greatly reduced rate; often more than 90% off of the carrier rates. Think of us more as a business partner than a shipping insurance vendor. We work with you as your claims management department. We have been insuring businesses for over 10 years and underwritten by Voyager Indemnity Insurance Company. Voyager is 'A' rated by A.M. Best."See more
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