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Filing A Claim Has Never Been Easier
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Customers
Frequently asked questions
For Merchants
For Shoppers
We’re here to help you get your orders from point A to point B in one piece.
Order insurance is a must-have for any business that ships products, and we know that shipping can be a risky business. That’s why we created ShipInsure, an extra layer of protection for your orders during shipping. From the second it leaves the merchant until it reaches your door, we insure the order if it’s lost, damaged, or stolen.
When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it’s due to weather), we’ll make sure you’re compensated with a refund or reshipment.
When a customer submits a claim, our Support team will contact them by email to begin the process.
Following our policy guidelines, the team will investigate, process, and resolve the claim directly with the customer.
If we need additional information from you, the merchant, we will promptly reach out.
To provide the best experience for your customers, it’s important to minimize unnecessary distractions or confusing steps during checkout.
One way to do this is by hiding ShipInsure in your store.
For detailed instructions, please refer to our Help Center article, Hiding ShipInsure as a Product in Your Store.(https://help.shipinsure.io/hiding-shipinsure-as-a-product-in-your-store/)
For existing subscriptions where customers have purchased ShipInsure Package Protection, if any items in the subscription are lost, stolen, or damaged during transit and can be purchased individually, ShipInsure will reorder those items.
If the items cannot be purchased individually, ShipInsure will refund or provide a store credit to the customer for those items based on the merchant’s coverage agreement.
Although you can file a claim on behalf of the customer, we highly recommend encouraging the customer to file the claim themselves.
This ensures we receive all relevant information directly from the customer, including context and photos.
It also helps us prevent fraud and suspicious behavior by allowing us to thoroughly investigate the details, wording, tone, and more.
A claim can be filed here.(https://go.shipinsure.net/claims)
When a customer submits a claim and it is approved for reshipment, we will enter the reshipment details into our system, generating an order in your system for the customer.
However, ShipInsure does not handle returns or exchanges. If the customer wishes to return or exchange a product, they will be directed to contact you, the merchant, directly.
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