"Shipsurance dropped me!"

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!!!

"Hope you aren't in a hurry..."

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 11-29

After 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

"AVOID THIS COMPANY"

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.

"Deceptive Business Practices"

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.

"Shipsurance should be absolutely…"

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.

"They turned a horrible situation into a workable one"

UPDATE: After a very long and repetitive process, they issued the check and we received it in the mail . I was very nervous about this company but they came through and now I am relieved. Thank you !

"Is it really insurance if its “surance”???"

So I’ve been shipping my packages with a simple logo on the box, not even the company name. Oh, and with only this one loss to account for. You know as many companies do like Amazon, Walmart, my material vendors, and on and on. Well apparently Shipsuarnce through Shopify feels that alludes to the whole team over at UPS exactly what is in my box. It’s as if someone hit my car and Progressive was like, well your car was grey and blends with the road and is harder to see, so we’re not going to be able pay your claim. What a cop out for paying a rightful claim of a lost package verified by the UPS driver. I’m a little bewildered on why do I pay for insurance when shipping with Shopify for literally having a logo on a box gets a claim denied. Which actually goes against what Shopify promotes it’s stores to do, logos, tape, stickers with company name on box, etc. Seems as if getting the shipping guarantee app is the way to go from reading their reviews. They actually give you what you pay for. I dunno maybe if you only pay for “surance” and not insurance it’s a scam.

"I wish I could give this company ZERO stars"

I wish I could give this company no stars! I am an Etsy/Shopify seller of handcrafted items and have always insured all of my packages. As we have expanded to Amazon selling, we had to stamp our company name on the box for a non-generic listing. The small stamp is just the company name and is no different than the company name on the return label. However, we recently had to file two claims for damaged shipments. After jumping through all the Shipsurance hoops, the claims were “closed/denied” due to “manufacturer packaging indicating contents”. No terms in their policy or their communications clearly indicate that the Company Name stamp on the box was the reason for claim closure/denial. I had to search seller forums to learn Shipsurance is denying claims when a company name is on the shipping box, packaging tape, return labels, etc. There were even customer stories of Shipsurance denials due to “Fragile” and “Fragile/Glass” stickers shared in seller forums as well. Our company name in no way indicates contents of the package. We are a small family owned business that handcrafts various home decor, furniture, gifts, etc. Furthermore, I’m not sure the relevance of a contents indication when the package is DAMAGED not stolen/lost.
Adding insult to injury, all communications with this company have been rude and disrespectful with absolutely no concern or regard for customers.
I would highly recommend avoiding this company.

"Non-existent customer service and feeling scammed"

Item arrived to my customer completely shattered, with packaging damage. Shipsurance denied the claim because "the packaging was the original manufacturer packaging or alluded to the contents of the package." However, this was a hand-made item sold through Etsy, and the box had the shipping label and a fragile sticker on it.

When I asked for further help or an explanation, I received the initial email again. When I called for help, I received a voice-mail.

I'm currently waiting on them to email me back, as I wrote them again to dispute that the package alluded to its contents or was "the original manufacturer" packaging.

I paid for insurance and can't even get customer service to speak to me or send something that isn't a canned response.

"I can't give them a zero"

I can't give them a zero. Do not use this company for insurance. Their customer service is nonexistent. Nobody calls back after leaving voice mail after voice mail. If you get lucky enough to get a hold of any one there they never get back to you. We had used endicia for years shipping with no problems. When we had a insurance claim they handled it fast and efficient. We have only had a few claims over many years usually under a few hundred dollars. Stamps.com took them over and changed their insurance carrier to Shipsurance. We just had a claim for 300.00, the first in many years and my office manager has spent way over 300 dollars of her time trying to get this settled. They are just trying to wear you down and forget about the claim. I am involved now the owner and I will leave a bad review on every social media outlet I can find.