Review Time
Shipsurance denied our claim. We have shipped hundreds of Packages to Europe. Recently Etsy switched to Shipsurance and we were advised to use them by Etsy. Two packages were lost, and they paid the claim on one but denied the 2nd. Poor excuse for a company. Avoid them at all costs!
We ship fairly expensive hand made furniture and home accessories. Over the last 10 years, UPS has never honored a damage claim on any of our shipments, they've always found some reason to deny it. I've always been skeptical of third party insurance in general, and after our experience with UPS, skeptical of shipping insurance in particular. But after a rash of damaged UPS shipments this year, we started buying the additional Shipsurance insurance on our Shopify shipments. A couple weeks ago, UPS did their normal trick of drop kicking a carton out the back of an airplane, completely destroying its contents. We had Shipsurance on this one, filed a claim, and had a payment for the full agreed value in less than a week. I will never ship another high value package without using Shipsurance.
Shipsurance paid me through Pirate Ship for one (1) claim, for a broken item (by UPS), and now has sent me a letter dropping me. According to their letter, I’m no longer able to insure anything through Shipsurance on Pirate Ship or anywhere else. What is the purpose of having insurance? ONE CLAIM???? I’m so disappointed! I’ve had a pirate ship account for a couple of years now. Sad!!!
I recently had to file two claims with Shipsurance. In both instances, I received a quick reply with a list of the required documents. Every time I attached new documents, I was notified that the claim was updated. In one case, I received a partial refund, and in the second, I received the full coverage price for the damaged item. Both claims were completed and paid in about two weeks. All my correspondence with them was done by email. I was happy with the outcome and will use them again.
AVOID THIS COMPANY. THEY WILL ADMIT TO CHARGING YOU FOR COVERAGE THAT THEY DON'T PROVIDE!!! CHECK BBB COMPLAINTS BEFORE USING. I WISH I DID.I just used Shipsurance for the first time through Shopify. We insured a package for $2500 & it was bent by UPS in transit. We submitted a claim to Shipsurance and they denied it due to us using packing tape with our Company name on it. I don't know what using tape to promote our small business has to do with UPS bending our package. I talked to Emma from Shipsurance support and she told me "In order for coverage to trigger it must be shipped in accordance with the policy. In your scenario coverage never triggered due to the packaging." So she is admitting that they charged me for a coverage that was never actually provided to me or the customer. It was never "triggered." This is very deceptive business practice. I do not understand how Shopify would have Shipsurance as their insurance provider. Very, very disappointed in Shopify as well as Shipsurance. They just stole from a small business coming up on holiday season.Rebecca - Thank you for the review. Based on the details you provided in this review, it is unfortunate that you shipped an excluded item. We are happy to walk you through the coverage terms and explain risk mitigation techniques. That being said, we are happy to review the claim and see if we can help!This is the response from Shipsurance. They do not acknowledge that they charged me for coverage that was never "triggered." I did not ship an excluded item. I shipped photos that were damaged, but happened to have my company's logo on the box. They will avoid paying claims for various reasons.
EDIT: It is now Dec1st and according to Pirateship my claim is still in review. I submitted my initial claim on 11-9 in spite of Shipsurance response that the claim was settled 11-29After submitting an absurd amount of required evidence including invoice, payment, screenshots of entire conversation between me and buyer, tracking number, detailed list of items and damage, photos of the damage, photos of all sides of the box and photos of the packaging Shipsurance then asked for screenshots of the listing. Then a week later requested a picture of the items in the same picture even though they have them individually. Keep in mind, my buyer is already annoyed that they have not been reimbursed yet (at the suggestion of Pirateship) and I keep bugging them for pictures. I put in a claim three weeks ago. They claim to settle claims in a couple days. It has taken me hours of my time to gather all the evidence. Shipsurance, the carrier broke my stuff, I paid you to insure it, the claim needs paid in a timely fashion without requiring a novel. Pirateship damaged claim ticket #6881
Shipsurance and Shopify need to be held accountable for deceptive business practices as it relates to shipping insurnace. Shopify OPENLY encourages shop owners to custom brand their packaging to promote their business. A great idea until UPS damages, mishandles, or lost your package. At that point Shipsurance will dip into the T&C pool to hit you with "The outer shipping carton was either the manufacturer's packaging or it alluded to the contents." I can tell you that a piece of packing tape with our logo on it is no different than a package with just a return label with our company name. UPS treats it exactly the same. (Like it is chucking wood on a fire)If Shopify wants to promote branded packaging as a leg up for your business that is fine but it should revisit its contract with Shipsurance and remove exclusions from coverage that contradict their own promoted strategies for customers (shop owners). This is the deceptive part and a complete misrepresentation of services provided to shop owners. (Maybe a disclaimer directly in the portal warning shop owners that branded packaging will not be covered by the third-party insurance provider???)Given the number of instances it is not unlikely that this as well as other similar deceptive practices result in some form of legal action. Shopify and Shipsurance could get out ahead of this but it is likely they will not. Shipsurance do not bother replying to this review with a smart alek comment like I have seen on other posts. You can call direct (and it better be someone other than a mouthpiece) or don't call. I do not expect a resolution because anyone that can resolve this does not care to do so.
Edit: Shipsurance you replied at the bottom to reach out but did not provide details on how to do that. Please reply with an actual way to move this forward. Emailing your generic info email is not helping me to resolve this issue.Shipsurance should be absolutely ashamed for their decision to deny my claim. I sent a package with an extremely precious baby gift to a friend. This was something I had been saving for a long time, and I insured it because it was so important to me. It was destroyed in a fire at a UPS distribution center, and so badly ruined they did not even return the remains to me. Shipsurance denied my claim because I could not show that it was purchased within 60 days. I provided receipts from when I purchased it back in 2020, and I even had photos of the items. The cause of damage could not be more cut and dry - it was literally DESTROYED IN A FIRE and UPS took full responsibility, but Shipsurance will not take responsibility. It's beyond appalling.
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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
