Please review the coverage terms and conditions for the program you are insuring under.

There are certain items that we do not cover. Please review the coverage terms and conditions for the program you are insuring under.

We require the carrier tracking to indicate clear acceptance of your shipment for mailing in order to cover the package. If a shipping label is printed but not scanned by the carrier as in-transit and in their care and custody, it is deemed as never been mailed and there is no coverage.

We typically request an invoice as proof of the insured value. Please provide a screen shot or PDF of the complete commercial sales invoice for the item(s) shipped and insured. Make sure your name, the buyer's or recipients details, and the total amount of the sale is included. In the event there is no invoice, we shall be liable for the actual cash value of the package and its contents.

There are certain items that we do not cover. Please review the coverage terms and conditions for the program you are insuring under.

There are certain destinations we do not cover. This program DOES NOT cover shipments sent to the following destinations:

Shipments sent to Afghanistan, Angola, Bolivia, Brazil, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela. Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.

Most of our programs DO NOT cover items that are delayed or for any loss of use.

Most of our programs DO NOT cover shipments where the package is addressed incorrectly.

Most of our programs do have signature requirements for jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc).

The shipper/insured should always file the claim as they are the insured party.

The insured party will receive the claim payment if the claim is approved.

All claims should be filed and completed within 120 calendar days from the date of shipment.

Lost Packages Shipped via USPS or any consolidator that are not scanned as "delivered":

1. Domestic Shipments - Wait at least 20 days after shipping
2. International Shipments - Wait at least 40 days after shipping

1. File a claim with us immediately (ASAP).

Please select "Shortage". This is a partial loss or if a package arrives without the contents.

Yes, as it may have been mis-delivered.

File a claim for "Loss".

Only the value of the shipped merchandise per the commercial invoice and original shipping costs are covered.

After a claim is filed, it moves through multiple statuses. They are:

New: This is a newly filed claim that has not been reviewed by our team. Claims are typically reviewed the same day they are filed if they are filed during the business day.

Pending Documents: We have reviewed the claim and requested supported documents. Please check the status of your claim for a list of pending documents.

Under Review: We have reviewed the provided documents and submitted your claim to the proper internal team to be paid or closed. Please allow 5 days for us to respond.

Paid: The claim was paid and payment was remitted via the method you selected.

Cancelled: The claim was cancelled per your request.

Closed: The claim is not covered due a violation of the coverage exclusions and/or conditions.

Expired: It has been greater than 120 days from the shipment date and the claim expired.

We understand that sometimes your buyer does not respond to additional requests when there is a shipping loss involved. After you try to reach them and ask them to complete the claims verification link, they may choose not to assist you in the process. At this point, we ask that you provide us all communication that you have between you and the buyer. This includes email communication, text messages, or platform messages where they indicate they did not receive the shipment. Screenshots or PDF copies work great! Please attach them to the claim.

Potentially! After we review the claim details, our claims representative will let you know if we will be collecting the item. Make sure the contents and the packaging are not discarded until the claim is completed.

Filing a tracer is not as complex as it sounds. Basically, this is asking the shipping company "Where is my package?".

Most carriers will need the tracking number and shipment date and they can try to locate package for you.

If the package is shipped via the USPS or any consolidator like DHL eCommerce or FedEx SmartPost, follow these guidelines:

• Domestic Shipments - 20 days after shipping
• International Shipments - 40 days after shipping

If you uploaded or emailed files and did not receive an error, we got them!

Please give us 24-48 hours to review them (business hours). When we update the claim you will receive a status update email. A claims representative reviews all of your uploaded files.

We allow for 120 days from the shipment date to file a claim and provide all supporting documents. Once 120 days passes, we set the claim to the "Expired" status.

We understand that you want to have your claim processed and paid quickly. So do we!

Our goal is for claims to be paid within 5 business days after we receive your supporting claim documents. Once your claim is "Under Review" and approved for payment, please give us up to 5 business days to complete the payment process.

Note: There may be delays in claim payments during the Holidays.

When your claim is paid you will receive an email.

The insured party will receive the claim payment. This is typically the shipper/merchant.

If the claim status page shows that your claim is "Paid", we have already sent your claim payment to you. Based on the payment method selected this is what you should expect:

1. Check - Checks are mailed via First Class Mail. You should receive your check within 7 days of mailing
2. Emailed Check (Deluxe) - Emailed Checks are sent immediately to the email address you provided when filing a claim
3. PayPal - PayPal payments are sent immediately to the email address you provided when filing a claim

We are not open on weekends. If you file a claim on Friday afternoon, during the weekend, or during a Holiday we will review it once we open the following day.

Normal Office Hours Are: M-F 7:30AM - 4:30PM PST

We do! You can call us at 866-852-9956. It may take up to one day to receive a callback if we are unavailable. The best way to reach us is via email at claims@shipsurance.com.

Follow the carrier guidelines and be sure to use a box that is the appropriate size for the item being shipped. Don't forget to use cushioning! Ask yourself "Would the contents survive a 6ft fall?"

Please visit our site www.proshippingtips.com for great shipping tips and suggestions.

If you are having trouble uploading claim attachments, please email them to us at claims@shipsurance.com.

Make sure to reference your claim number on the email!

We try to make our system available 24 x 7, but things happen. Please visit our status page here.