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.
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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
