How do I file a shipping insurance claim?
File online at insureship.com/pages/file-claim (claims portal: claims.insureship.com). Have your order number, the store name, tracking details and any photos of damage ready, and keep all packaging and damaged items until the claim is resolved.
Claims are filed with InsureShip, not with the store, and are reviewed under the policy terms.
Learn more: File a claim · Step-by-step claim guide
Related questions: What documents do I need for a claim? · What is the deadline to file a claim?
Who can file a claim: the shopper or the merchant?
Customers or merchants file claims online with InsureShip, depending on who holds the coverage. For checkout coverage, the shopper who bought it usually files. For enterprise bulk coverage, the business that insured its own shipments files.
The store cannot accept or decide a claim on InsureShip's behalf.
Learn more: File a claim
Related questions: How long do I have to wait before filing a claim for a lost package? · What is the deadline to file a claim?
How long do I have to wait before filing a claim for a lost package?
For a package that has not arrived, the certificate requires a wait of 20 days for domestic shipments and 30 days for international shipments before you file a non-delivery claim. Damage can be reported immediately.
Learn more: Certificate: Claims
Related questions: What is the deadline to file a claim? · When should I report a damaged package?
What is the deadline to file a claim?
All claims must be filed within 90 days of shipment to be honored. After filing, you have one year from the ship date to provide any documentation InsureShip requests; if it is not provided within that year, the claim will be denied.
Learn more: Certificate: Conditions
Related questions: When should I report a damaged package? · What documents do I need for a claim?
When should I report a damaged package?
Right away. The certificate says the insured should file a notice of damage with InsureShip immediately. Concealed damage must be discovered within 15 days of final delivery to be treated as having possibly occurred in transit.
Learn more: File a claim
Related questions: What documents do I need for a claim? · Why do I need a signed statement for my claim?
What documents do I need for a claim?
The certificate requires a completed InsureShip claim form; a copy of the original invoice to the recipient, or the original invoice from the shipper, whichever applies; a signed and dated statement from the recipient; proof of damage, if applicable; and any additional documentation requested to substantiate the loss.
For damage claims, photographs may be required, so photograph the item, the box and the shipping label before moving anything.
Learn more: Claim documents guide · Certificate: Claims
Related questions: Why do I need a signed statement for my claim? · Do I need to keep the box and damaged item?
Why do I need a signed statement for my claim?
A signed and dated statement from the recipient is one of the documents the insurance certificate requires for every claim. It records what happened to the shipment and supports the investigation of the loss.
Knowingly presenting a false or fraudulent claim is a crime, so the statement should be complete and accurate.
Learn more: Certificate: Claims
Related questions: Do I need to keep the box and damaged item? · What happens after I file a claim?
Do I need to keep the box and damaged item?
Yes. Keep all packaging material and damaged goods in the original form as received until the claim is fully resolved, because photographs or inspection may be required. Do not throw them away or release them to the carrier before the claim is complete.
Failing to keep the damaged property can result in the claim being denied, and items that are paid for must be returned to the underwriters on request.
Learn more: Certificate: Claims
Related questions: What happens after I file a claim? · How long does it take to get paid on an approved claim?
What happens after I file a claim?
InsureShip reviews the claim under the policy terms and may ask for more information. To verify a claim, InsureShip and the insurer may contact the merchant, the carrier and the recipient; review tracking, delivery and order records; request signed statements; and inspect goods and packaging. A claim is not complete until all requested information is received.
Learn more: Terms & Conditions, Section 5
Related questions: How long does it take to get paid on an approved claim? · Will I get a payment or a replacement?
How long does it take to get paid on an approved claim?
Once the underwriters accept the claim and the required documentation, payment is made promptly to the insured or their assignee. InsureShip states that approved claims are typically paid within 5–7 business days; the time to reach approval depends on how quickly the documents and information requested are provided and on any investigation the claim needs.
Sending complete documents with your claim helps avoid delays.
Learn more: Certificate: Claims · Claim documents guide
Related questions: What documents do I need for a claim? · How do I check the status of my claim?
Will I get a payment or a replacement?
A covered loss is paid to the insured or their assignee, unless the underwriters choose to replace the property with an item of like kind, function and quality. A claim payment is an insurance benefit; it is not a refund of your order or of the premium.
Learn more: Certificate: Conditions
Related questions: Is every claim paid? · What can I do if I disagree with a claim decision?
Is every claim paid?
No. Claims are evaluated and paid under the policy, and submitting a claim does not guarantee payment. Common reasons a claim is not paid include excluded items or countries, filing outside the 90-day deadline, missing documents, discarded packaging or damaged goods, insufficient packing or addressing, and losses that fall under other exclusions.
Learn more: What to do if a claim is denied · Full coverage terms
Related questions: What can I do if I disagree with a claim decision? · Which items are excluded from coverage?
What can I do if I disagree with a claim decision?
Contact InsureShip first at claims@insureship.com or 1-866-701-3654 and provide any additional information that supports your claim. Disputes about whether a loss is covered, or the amount payable, are governed by the policy and its Claim Disputes provisions, under California law with venue in Los Angeles County.
You can also file a complaint with the California Department of Insurance or your state regulator; InsureShip's terms never limit that right.
Learn more: Terms & Conditions, Section 16.7
Related questions: Should I also file a claim with the carrier? · How do I check the status of my claim?
Should I also file a claim with the carrier?
You can. Under the certificate, the insured is responsible for, and entitled to, collecting any amount the carrier may be liable for. After paying a claim, the underwriters take over the right to recover from the carrier, and the insured agrees to help with that recovery.
Learn more: Carrier claim vs shipping insurance claim
Related questions: How do I check the status of my claim? · What happens if a claim is false or exaggerated?
How do I check the status of my claim?
Claim communications are delivered electronically, by email and through the claims portal at claims.insureship.com. For help with an open claim, email claims@insureship.com or call 1-866-701-3654 (Monday to Friday, 9:00am to 5:00pm Pacific, excluding US public holidays).
Keep your email address current so you receive claim updates.
Learn more: Contact InsureShip
Related questions: What happens if a claim is false or exaggerated? · How do I file a shipping insurance claim?
What happens if a claim is false or exaggerated?
Any person who knowingly presents a false or fraudulent claim for payment of a loss is guilty of a crime and may be subject to fines and confinement in state prison. False information, altered documents, or a claim for a package received in acceptable condition may lead to denial, cancellation of coverage, recovery of any amount paid, and referral to authorities.
Learn more: Terms & Conditions, Section 6
Related questions: How do I file a shipping insurance claim? · Who can file a claim: the shopper or the merchant?
