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.
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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
