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How It Works


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Claims



Answers



Q.) Why should I use ShipSaver to buy insurance - What are the benefits?


A.)

To protect against any lost or damaged packages, all sold items should be insured when shipped. Shipping problems do arise. You, as the seller, need to be sure you are protected. Using our ShipSaver allows you to get great shipping insurance coverage while using our buying power to get you a huge discount on the coverage.

Another great benefit of ShipSaver is it saves you time. You can add insurance to your items, in bulk, without going to the Post Office or without having to provide any external reports. Your packages will be covered without any outside indication of coverage, leading to a decreased chance of loss. You can also file claims directly through ShipSaver online. In short, it's quicker, easier, cheaper, and it's completely done online.


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Q.) How do I add insurance to an item?


A.)

Inside your ShipSaver account you will see all of your latest transactions. To add insurance to them, simply click on the 'add insurance' option in the action menu of the application OR checkmark the item(s) and choose the 'add insurance' button.



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Q.) I want to combine items into one package and insure. How do I do this?


A.)

Combining items in our application is extremely simple. Checkmark the items you wish to combine and choose the 'combine & insure' button from the application. This will combine your items and insure them. Note: Combining items means that you will ship these items in the same package.


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Q.) When should I add this insurance to my items?


A.)

You should add insurance to your item the same day that you ship it, up to one day after you ship it. You have a one (1) day period from when you ship your item until you can insure your item with us. Thus, if you shipped your item yesterday, you can still add insurance up to one day after shipment. However, we recommend you do not delay and add the insurance as soon as possible and/or on the day you ship your item.



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Q.) I changed my username or password. How can I update this in ShipSaver?


A.)

To update your username and/or token for one of your channel users, visit the Account-->Channels section.



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Q.) How important is the ship date I set when I add insurance?


A.)

This is extremely important. It's always best to add insurance immediately when your item ships. You have up to one (1) day after the shipment date to insure your packages. In other words, you can't ship your item out, and then 2 days later add insurance to that item. So add insurance first, input the correct shipping date in the ship date section, and then ship your item on that date! Items will not be covered if insurance was added one day or more after

you already shipped your item.

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Q.) What kind of records should I keep to prove I shipped the item (for claims)?


A.)

One of the great things about buying insurance through ShipSaver is that there are many different ways to keep you covered and prove you shipped your items. Any of the following can be used when filing claims as proof of shipment: USPS receipt, PayPal screen shot of the shipping label or printout, Endicia Dazzle postage log, Stamps.com log, USPS.com history, or tracking number. Please note: Placing a postage stamp on your package and dropping it in the mail flow DOES NOT provide proof of mailing. Please use an online label printing service or take your package to the post office to pay for postage and generate a label.



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Q.) Can I insure my shipping and handling?


A.)

Yes! Make sure that your shipping and handling costs is part of your declared value. For example: If you sell an item for $20.00 and the shipping & handling is $5.00, you can declare a value of $25.00 for coverage. Shipping & handling charges are only recoverable if the value is declared in the insured value. Insurance fees are excluded from coverage.



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Q.) If I make a mistake, can I cancel an insurance order?


A.)

You can cancel an order up to one day after the shipment date. To do so, find the insured shipment from the 'insured' section and then find the 'insured' icon. Click on the icon and you will see the option to cancel the insurance. If it is two days or more after the shipment date you provided us when you initially insured the item, coverage cannot be canceled.



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Q.) Is it really this easy?


A.)

Yes, it really is! Just a few clicks in ShipSaver and your item is insured. Filing a claim is just as easy. Just find the insured item from the insured tab, checkmark it and choose the 'file a claim' button.



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Q.) How much does insurance through ShipSaver cost?


A.)

ShipSaver's standard pricing and comparison can be found at http://app.shipsaver.com/compare. If you are on a custom ShipSaver plan, you can find your pricing by going through the insure process and item and selecting your shipping method.



NOTE:

ShipSaver works with USPS First Class International shipments and is at the same ShipSaver rates. This coverage is not available at USPS which makes ShipSaver a great value.



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Q.) How do I get billed for insurance?


A.)

Billing for ShipSaver is extremely simple. If you login through our main app at http://app.shipsaver.com, You just need to fund your account using from the Account (your name) on the top nav bar of our app. You can deposit as little as $5 into your ShipSaver account. Once funded, we will deduct the insurance price from your insurance balance. If you are an eBay only user and are logging into ShipSaver directly from inside eBay's app market, then your insurance purchases will automatically get deducted directly from your PayPal account each night as they are due.



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Q.) How do I charge my customers for insurance?


A.)

This is completely up to you. Just as we can't tell you how to price your items, we can't tell you how to, or if you should, charge for insurance. Many sellers input this cost into their item price or their handling charge. Because our insurance is offered at such a huge discount, it will be easier to include this cost into your pricing.



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Q.)

If I buy insurance here, do I still need to purchase insurance at the Post Office?


A.)

No, you can save your money! Make sure you do not buy insurance from the post office if you already purchased it through ShipSaver. This will cause you to have double the insurance. Once added through our app, your item is insured. Just make sure to read the coverage exclusions and conditions.



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Q.) USPS doesn't offer insurance for USPS International First Class. Does your insurance cover that?


A.)

Yes, this is one of the great benefits of using our ShipSaver to buy insurance! You can ship your items via USPS International First Class and be insured at the same exact rates as other USPS shipment methods.



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Q.) How much coverage do I get?


A.)

You can buy up to $2,500.00, per package, for non USPS First-Class mail shipments and $999.99 for USPS First-Class mail shipments.. The insurance covers freight from all risks of physical loss or damage from an external cause (subject to exclusions) while in transit. Shipments must originate from the United States of America and/or Canada and must be sent via the United States Postal Service, United Parcel Service (UPS) or FedEx (Federal Express). Your shipments must be packages to withstand the normal rigors of transit and follow the rules of the shipping carriers.



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Q.) What if I need over $100 of coverage?


A.)

Not a problem, you can insure your items for up to $2500 using most USPS shipment methods and up to $999 for First Class shipment methods.



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Q.) Is this insurance through ShipSaver?


A.)

ShipSaver resells insurance through a third party company called Shipsurance Insurance Services, which is underwritten by Underwriters at Lloyds of London. We are simply using our buying power and ShipSaver customers to offer our members a great price. We offer the ability to purchase this insurance quickly and easily to save time. Because we buy in bulk, using all of our members power, you save!



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Q.) How do I explain coverage to my buyers?


A.)

We suggest notifying your customers to contact you if they are having any trouble with the shipment; if it has not arrived or is damaged. It is very important to educate your buyers (especially International buyers) that it may take up to 45 days for their packages to get to them. This is due to the shipping service that you use, the time it takes for the package to go through customs, and the time it takes for the local carrier or courier to actually deliver the package. Shipments sent via USPS First Class International mail commonly take 30-60 days to arrive to certain countries. If your buyer needs their shipment faster, consider using USPS Express Mail or UPS.
Make sure your buyers understand that if anything is damaged they need to keep the item and package as they originally received it and to contact you immediately. If your buyers file a PayPal chargeback or complaint make sure to let them know you are working with your insurance company to process their claim.



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Q.) What items are excluded from the insurance coverage?


A.)

This is very important! The following is a list of exclusions (items not available for coverage): Accounts, bills, currency, cash in transit, evidence of debt, checks, money orders, COD payments, coins (collectible coins are not excluded), securities and other negotiable papers, tickets, deeds, notes, gift cards, manuscripts, documents, neon items, hazardous material (per UPS Hazardous Materials List), LCD monitors or screens, televisions (including LCD, plasma, CRT, projection, and similar), perishable cargo or similar property, eggs, any stone or ceramic slabs, automobiles, motorcycles, live animals, flowers, plants, seeds, cigarettes/cigars, cotton, guns (guns more than 100 years old are not excluded), tobacco, windows, plate glass, stained glass, float glass, laptop computers (including tablet computers, iPads, and similar), and mobile telephones (including cell phones, smart phones, messaging phones, iPhones, android phones, blackberry phones, and similar). If you ship any of these items and purchase our insurance THERE IS NO COVERAGE.



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Q.) Can a laptop, lcd, tv, or mobile phone be insured?


A.)

No, these are exclusions as noted in the previous faq question. These items are not insurable! These items are either very prone to loss or extremely fragile and are commonly not packed and shipped properly. Because of this, they are excluded from coverage.



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Q.) What special requirements are there for Jewelry?


A.)

Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc) with a value of $500.00 or more must be sent with the Signature Confirmation service provided by the shipping carriers (must be signed for at delivery). This service is available by most shipping carriers often at an additional expense to their core shipping service. Jewelry shipments that do not abide by this condition are not covered by this program. The buyers and you, as the seller, do not want valuable jewelry left at their doorstep!

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Q.) What countries are excluded from coverage?


A.)

The following countries are NOT covered by this insurance! The following countries are NOT covered by this insurance! Shipments sent to Afghanistan, Angola, Bolivia, Brazil, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Mexico (Truck/rail shipments to and within other than as a connecting conveyance), Nigeria, North Korea, Paraguay, Russia, Russian Federation, 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 Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, 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. Coverage is NOT AVAILABLE to Russia or the Russian Federation. (This list is subject to change.)
Shipments sent to countries that are embargoed by the United States or United Nations as sanctioned by the Office of Foreign Asset Control (OFAC) are also not covered.

When shipping via the United States Postal Service it is also very important to understand their "Country Conditions for Mailing". Certain countries PROHIBIT specific items from being shipped to their country. If you ship a prohibited item, there is no insurance coverage as all parcels that require insurance coverage must be shipped in strict accordance with all regulations of the carrier and amendments thereto. The complete country restriction lists can be found in the USPS International Mail Manual under the "Individual Country Listings" section.



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Q.) What if I live outside the US or Canada?


A.)

Only shipments ORIGINATING FROM the US or Canada qualify for this insurance! We hope to have international support at a later time.



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Q.) Can I ship internationally with this insurance?


A.)

Yes, you can ship internationally as long as your shipment does not go to one of the excluded countries and you ship via the USPS, UPS or FedEx. You can see the excluded country list here.



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Q.) How do I file a claim?


A.)

Filing a claim is very simple. To file a claim online, find your item and click on the claim icon. If you prefer to fax in a claim form, you can print and fill out the affidavit and the claim form. (contact claims@shipsurance.com for this form) Then fax it to 818-668-8888 or you can mail it into the address found on the claim form. You can also contact claims@shipsurance.com

The Insured will complete a SHIPSURANCE claim form and provide all required documents to SHIPSURANCE within sixty (60) calendar days from the date of shipment. If the carrier has liability and their remittance (carrier's claim check and stub) or response has not been received by the Insured within the 60 day timeframe, all other claim paperwork must be received by SHIPSURANCE within sixty (60) calendar days from the date of shipment. A complete claim submission includes a SHIPSURANCE claim form, a copy of the carrier's tracer form, a copy of the invoice (PayPal transaction recent or other etsy receipt) or recent appraisal, photos of damaged goods and packaging, a repair estimate, a claim statement signed by the recipient (or intended recipient), and any other documentation requested by SHIPSURANCE. Failure to complete the claim form and follow all claim instructions could lead to non settlement of claim. If the shipment is sent via the United States Postal Service (USPS), complete claims must be submitted and received by SHIPSURANCE within one hundred and twenty (120) calendar days of the shipment date. If the claim is for loss the Insured must wait 21 calendar days (Domestic shipments) or 45 calendar days (International shipments) before filing claim with SHIPSURANCE. All damaged property that was not repaired must be made available (given) to SHIPSURANCE or INS if requested.



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Q.) How many days do I have to file a claim?


A.)

You have 120 days from the shipment date to complete all claims for USPS shipments and 60 days for UPS / FedEx shipments. You should file immediate notice of non-delivery, damage, or shortage with the Shipping Carrier and with SHIPSURANCE. Take proper exceptions on the delivery receipt and with the carrier when any loss or damage is apparent at the time of taking delivery.



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Q.) Who files the claim, buyer or seller?


A.)

The seller of the item must file all claims and the seller will receive the settlement.



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Q.) What happens after I file a claim?


A.)

The moment you submit a claim you are assigned a claim number and Shipsurance is notified of the new claim. They will issue you a "document request" via email that indicates what supporting documentation is required to continue processing the claim. This is usually a PDF file that is sent to the email address that you provided when filing the claim. Make sure to look for emails coming from the "shipsurance.com" domain name and check your junk or spam emails in case your email program incorrectly routes emails there.
Please be patient as it may take up to two business days to receive this email, however, you will usually receive the "document request" within a few hours of filing your claim.



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Q.) Should I refund the buyer when they tell me their shipment is lost or damaged?


A.)

We recommend that you try to not refund the buyer until your claim is settled! The insurance company will require a signed statement/affidavit from the buyer indicating loss or damage. If you refund the buyer they no longer have any incentive to assist you in the claim process and your claim may not get completed. We understand that your buyer may file a PayPal chargeback or complaint, however, in order to complete your claim you should try not refund them until the claim process is complete.



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Q.) What kind of records should I keep for claims?


A.)

One of the great things about buying insurance through ShipSaver is that there are many different ways to keep you covered and prove you shipped your items. Any of the following can be used when filing claims as proof of shipment: USPS receipt, PayPal screen shot of shipping label or printout, Endicia Dazzle postage log, Stamps.com log, USPS.com history, or tracking number. Please note: Placing a postage stamp on your package and dropping it in the mail flow DOES NOT provide proof of mailing. Please use an online label printing service or take your package to the post office to pay for postage and generate a label.


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Q.) Who receives the claim payment?


A.)

The seller (insured) receives the claim settlement. Payment is made via PayPal payment to the email address provided during the claim process. There are no PayPal fees taken from the insured. We do not pay the consignee.



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Q.) How do I get paid when my claim is settled?


A.)

All claims payments are made via PayPal. You will be prompted to include your PayPal email address on the claims form when filing your claim. Once your claim is settled, Shipsurance sends the claim directly to your PayPal email address and pays all fees for you.



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Q.) Who is the consignee?


A.)

The consignee is the person the shipment was sent to. I.E. the recipient (or intended recipient).



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Q.) Who needs to sign the claims statement/affidavit?


A.)

The consignee. (ie. the buyer/person you sent the package to)



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Q.) What happens after a claim is paid but the shipment eventually arrives?


A.)

Please contact Shipsurance at claims@shipsurance.com and provide the claim number if a shipment shows up after a claim is paid. They will contact you and work out the claim payment refund process. This often happens for shipments that get delayed in customs.



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