Shipsurance Reviews 272

Very good experience with using their shipping insurance. Reliable, provide the documents we need for customers quickly, and are true to their policies.

Affordable, professional service I highly recommend and use every day. Claims, when needed, are easy for sender and recipient.

Be warned: this company will deny a DAMAGE claim if there is any kind of logo on the box--it does not make sense at all. We were not trying to collect for theft, in which case their policy would sort of make sense--- but a sturdy box was damaged & denied because of printed box. This is an easy way for them to collect your $$ and get out of paying for a claim. Absolutely ridiculous! They would not even discuss with us. I would avoid this company and just work directly with UPS.
After writing this review, Shipsurance posted a snarky reply, which pretty much displays the level of professionalism and customer support you can expect from the company.

RESPONSE TO SHIPINSURANCE REPLY:
I already told her and sent her the email but it wasnt sufficient she wanted ANOTHER email after I asked the recepient to talk to her local post.
The claim was paid in full and we were asked to pay it back to you today. So total scam.

_

ITS A SCAM INSURANCE. We had a package going oversees. The package has not scanned since Oct 31st. After the customer emailing us and contacting their local post several times we opened a case with them who asked us to wait for 40 days for international packages. We of course waited. After the 40 days passed they asked our customer to accept a link in which they state they have not received the package. They approve the claim and paid us and thus, we reimbursed the customer. 90 days later Emily reaches out saying the package was delivered and we should pay them back. I contact the customer, she tells me she HAS NOT received the package. This was not sufficient evidence for Emily that insisted I ask the customer to contact her local post yet again (she had contacted them several times in the 40 day period while we was waiting for the package).
After 90 days plus I refuse to ask my customer for the money I refunded her back. So its basically a Scam this insurance because I acted 100% based on what the resolution of their claim was. So for them to come months later to tell us “ohh but it was delivered” its just ZERO protection for us a shop- so why buy this insurance? AVOID

We pay for insurance coverage through Shipstation. We had a package that FedEx lost and Shipsurance told us we needed FedEx to deem it a loss before we could be paid out on the claim. So we did that, which means the package will be marked a loss and we would get our reimbursement from Shipsurance.

When we provided photos we use a packing tape that has just our logo on it, and they denied the claim because it "alludes to the contents." No where in their policy does it specifically call out branded packing tape, but instead they have a clause that can be used to essentially deny any claim because Shipstation also uses branded shipping labels.

I am willing to bet we spend $20K annually with Shipsurance and they've been the worst to deal with. I had better luck dealing with FedEx than I did this company.

So I had to mail a package that contained an expensive laptop, clothes, and other items. Therefore I chose to pay for shipsurance just in case anything happened and to make the delivery fast and secure. But even though I paid so much for the insurance and fast delivery, I had a terrible experience with delivery. The package was completely damaged, there were signs of the package being tampered with, items were missing, and everything was soaked In water. The computer was completely damaged and so I put in a claim for my damaged and missing items. However shipsurance basically tried to claim that it wasn’t covered?? What was the point of shipsurance then?? I don’t understand at all what they meant as to how it wasn’t covered at all?? The laptop is COMPLETELY unusable and I am MISSING items! This is absolutely the worst customer service I have experienced!! I truly am baffled by how they are trying to tell me that nothing is covered. I would give this experience NEGATIVE stars if I could but one star is unfortunately the lowest I could go. So if you are considering to buy insurance to cover anything important be cautious of this company! Nobody has been trying to help me and I have been getting turned down. I am looking to take further action because this is completely unacceptable.

Deceptive and abusive. Shipsurance allows patrons to overpay for insurance without warning them that they won't pay replacement cost, but instead pay only the last sale price of the item. They bank money from huge amounts of people insuring to replacement value. Buried in their terms they say that they will only pay the purchase price of a recently sold item. If you get a $1000 item for $500 in an auction, they will let you pay for $1000 of insurance and will only pay out the $500 sale price plus shipping costs.
I insured a shipment. The shipper dropped the box too heavily and damaged the item despite all the bubble wrap the shipper had used and the fact that it was in the factory case. I made a claim with shipsurance for the insured amount. Shipsurance did the following. 1) asked for proof of ownership. (so I provided the Paypal receipt). 2) used the Paypal receipt I provided to prove ownership to establish the instrument value (I paid about 50% of replacement value in an awesome deal) 3) Required several repair estimates (you couldn't repair it for less than the cost of the instrument). 4) Paid me the purchase price, not full replacement value of the instrument which I paid to insure. 5) Blackballed me from further business with Shipsurance. (That is fine with me, but they also blackballed the guy I bought the instrument from whose only involvement was to give me a good deal, pack, and ship the instrument.)
I'm looking forward to the class action where some enterprising lawyer sues Shipsurance for all the money they take by allowing people to routinely inadvertently overinsure their items.

I read the fine print carefully before using this sketchy company. I shipped a phone that was lost in the mail. I met all the requirements for reimbursement. ShipInsurance won’t pay. Requiring documents like trade in agreement that don’t exist and were not part of the insurance contract terms. Pursing my claim against ShipInsurance through legal channels since there’s no basis for requiring extra unnecessary irrelevant documents. BEWARE.

UPDATE: The reply from Shipsurance (below) tells me to contact my claims rep. However, I do not have one. I purchased Shipsurance insurance coverage through Pirate Ship. So there’s no claim number, no claim rep, no toll free number or customer service. Everything goes through PirateShip, giving ShipInsurance a layer of insulation. I do have a lot of frustration and wasted time. Shipsurance has my phone number and I would like to be contacted by phone.

I cannot begin to say what a joke Shipsurance is. DO NOT USE THEM IF YOU WANT TO BE PROTECTED.

UPS damaged a motorcycle engine that was shipped. They took no care of it even though fragile was all over the box. It was very well packed and protected andof course if not handled properly damage will happen. Looks as if UPS dropped it off the back of their truck a couple of times and rolled it around.

Emma Rodgers at Shipsurance wanted us and/or the customer to get quotes from a couple of motorcycle shops to see if the engine can be refurbished. Keep in mind the customer bought a brand new engine....Why should we refurbish it for the customer? That's not what was purchased. Motorcycle shops did not want to get involved and if they were to they wanted to test the engine to find out the damage. That is very costly to do considering the labor and installation involved, along with trying to take time out of our day dragging around a motorcycle engine. In short, impossible to do. Emma also asked what we think it's worth to sell it as is. Can't do if we don't know the all the damage and that's besides the external damage that can be seen since it's a motorcycle. We sell them new, not fix or refurbish them and don't sell used or refurbished items.

They are trying to deny the claim. Why buy insurance? The engine is over $5000 and insurance was purchased for protection from damage during delivery. They wanted many hoops to jump through to even file the claim and then deny it????

This a an absolute joke of a company and a fraud. If I could use more colorful words on here to emphasize how bad they are I would.

DO NOT USE THEM FOR INSURANCE COVERAGE! You will just waste your money and jump through many hoops just to get your claim denied. We will be looking into all legal avenues to take and make them responsible for this.

I insured 4 expensive wheels, tracking of UPS marked as delivered, they never got delivered and claim got denied because the tracking was showing delivered.

I just started the process to file my first claim and it's clear that they (and USPS) assume that I am lying. I dropped my package in the mail collection box in my neighborhood as I have been for months, and for some reason this package was not scanned in and is showing that the post office has not received the package and only a label has been created. For 2 weeks I have been trying to get some level of an informative response from USPS to no avail. Today when I filed my claim Shipsurance responded saying I need proof that the package was received and I need to reach out to USPS. If I had proof the package was received, I would be talking to the post office not Shipsurance. It's unfortunate that most of these shipping applications use Shipsurance. I don't have confidence that Shipsurance will refund the product I lost. I may have just as well saved the money I spent on insurance to also save myself of the headache of filing a claim for a shipment no one believes I shipped. But now here I am, and I need the value of my product back, so I will continue to fight for my refund.

Even the "customer service" responses to these complaints show that customer service is not a priority for ShipSurance.

Shipsurance is the only insurance I trust. I know my claim will be handled quickly and reasonably with an appropriate resolution reached usually within 48 hours. It’s a huge stress relief!

Shipsurance handled my claim very well. Their software was straight forward and the communications were clear and quick. Disposition was also very quick.

I normally purchase Shipsurance on higher dollar sales I have in my Etsy shop (handcraftedbyperdita) "just in case." Unfortunately, I had to use the insurance when one of the pottery items I shipped arrived broken. Filing an on-line claim was easy and my claim was processed quickly (payout within a couple of days). I will definitely continue to use Shipsurance in the future!

My review will read as follows:
This company should be out of business. They claim to insure anything but they do not, I've been professionally shipping items for years now and due to Stamps.com I am forced to used this pitiful service. I made one claim that actually was paid out after a lengthy argument with a useless employee of theirs. After shipping hundreds of packages insured with this scam of a company. I receive an email that reads: "Due to adverse shipping claims, it is hereby understood and agreed that, effective from the above date, shipments requiring coverage for
"my name", on behalf of "my name", and on behalf of the household or business of "my name", are excluded from
shipping insurance coverage issued by Shipsurance or a Shipsurance Insurance Services partner."

What a joke, they also denied 3 other claims of mine that were part of me shipping 14 large double corrugated boxes with various household items across the country. UPS absolutely destroyed them and ShipSurance claims I had "insufficient" packing materials because I put too many items in these 24x24x21" boxes. Regardless of the fact I had about $50 worth of bubble wrap and other packaging materials to insulate everything properly but the boxes showed up torn apart and many were dirty or crushed. So basically at the end of the day they don't cover you if they choose not to, which they can choose to do at any point.

Excellent service.
Simple and clear process.
Quick answers and payments.
We have worked with several shipping insurers and Shipsurance is by far the best

I have been trying to file a claim with shipsurance for a package that my customer did not receive for over a month now. They are SO very hard to deal with. Since I purchased the label through Shopify, UPS is no help as they want the claim to be filed from the purchaser... yet shipsurance wants me to file a "tracer" with UPS and they want a result from them before paying me out. They want proof of invoice, which I provided in 3 parts - but they said it needed to be all one page. So I zoomed out my screen and uploaded the VERY long invoice and now they said it needs to be a clearer version (hence why I screenshot the invoice in parts, so it would be clear).

So here's my question - WHY does shipsurance get to keep the payout for this missing package? I paid to get the extra insurance coverage. I bought the label through them - why do I have to jump through all these hoops for over a month to "prove" that I sent a package and what was in it. Why do I have to file a claim with UPS? Isn't that the point of paying for 3rd party coverage?

Insure your packages directly through UPS. They are so very easy to work with.

why would i endorse this app? you have treated my business like a second class citizen.... you have supercilious expectations that are juxtaposed to the marketplaces in which we sell. Your process is over bearing, cumbersome and lacks full-disclosure.  Your seem like a scam but you are the only option for those of us who use shopify!!!

Let me preface that I hardly pay for shipping insurance on items I ship unless it's worth a lot or a fragile item.

I have never filed a claim before but this was my first and my goodness I have never felt more robbed in my life of time and money. I sold a product on eBay where the product was claimed as damaged. eBay requires that items are sent back to the seller and then the buyer will be refunded after it is received. This in itself will "result in the denial of the claim," as you are expected to hold onto the item and packaging from when it was damaged. I had opened a claim at this point before the return but the claim also took 20 days. eBay had already required the item be returned to me which was totally out of my control and they know this.

They will use their "Terms and Conditions" or fine print to squeeze out any liability they can to steal your money and you won't see a dime for a SERVICE you PAID FOR.

And before I finish, I provided them with more than ample pictures and information, with multiple follow up emails. I gave them everything they wanted and then some which shouldn't even be necessary.

Please learn from me and never send them another penny, thanks.

Due to recent Covid19 protocols, USPS has allowed carriers to sign for packages on behalf of the recipients and then leave the package unattended on their doorstep but mark the package as "delivered/signed for".
Shipsurance has failed to adapt with the times and will continue to deny any claim if the package is marked as "delivered," regardless of the actual circumstances. Does USPS want to admit that this policy hurts their customers and take the blame for it? No, no they do not. Insurance should give you the peace of mind in EVERY shipping loss circumstance, not just the slam dunk cases.

The latest Shipsurance response: "I suggest contacting the carrier to see if they can provide a letter confirming the item was not properly deliverer. If that's no available you can always open a loss claim with them for the free $100 liability and once that's paid we can move forward with your claim."
Sure thing, sit back and let me do your entire job for you. You're a big help here. Actual service rating: 0/100