This article lists everything you need to know about filing a claim, including the information you need to provide, how long claims take to be paid, and more. To lend a hook along the way, we've also included a list of Frequently Asked Questions at the bottom 🪝
How to file an insurance claim through the InsureShield portal
Filing an insurance claim with InsureShield is as smooth as sipping grog and enjoying a sea breeze, matey 😉 Here are the steps to follow to submit a claim:
1. Click the "File Claim" link on the Shipment page
Search or click into the Shipment from the Ship page in Pirate Ship.
You'll find the "File Claim" link next to the insurance details.
2. Fill out the form & provide all the details!
Include all the requested information about the package, such as the contents and the value of the shipment.
3. Support your claim with evidence!
Upload documents that support your claim, such as an invoice, receipt, or bill of sale.
If relevant, include photos or videos of any damaged items and the packaging.
4. Add the payment information.
Designate how you want to get paid for the claim once it's approved.
5. Submit your claim
Y'er done, Matey! Cross your hooks and sleep easy knowing ye protected y'er shipment with the best coverage on the seven seas 😊
What do I need to provide for InsureShield claims?
Here's what you need to have ready to submit when filing an insurance claim through InsureShield:
Basic Documents: Receipt, Merchandise Invoice, Purchase Order, or Bill of Sale/Quote
Photo Evidence: Include photos of the damaged merchandise and packaging from different angles.
Photos should capture the damage to the insured goods, the packing materials, and the outer packaging. InsureShield needs to be able to clearly see the damaged item and item and the damage that occurred to the package.
Credit Memo or Proof of Refund: If you've already refunded your customer, attach that evidence. You can also show proof of a replacement tracking number if you sent a replacement shipment.
Additional documents to have ready
InsureShield may request additional documents at their discretion. Here are the other documents you might receive requests for, depending on the type of claim and the shipment:
Damaged Shipment Claims
One well-shot video may be able to replace all photos!
A repair estimate (if the merchandise can be repaired).
Scrap or salvage value.
Lost Shipment Claims
Written statement of non-receipt from your recipient, or the tracking information from a website.
You can upload screenshots of the tracking information from the website of the carrier you shipped with.
Frequently asked questions about InsureShield claims (FAQs)
When should I file a claim?
For timely processing, report a damaged shipment through the InsureShield portal immediately upon discovery, and never any further than 90 days after delivery, in accordance with the InsureShield Terms and Conditions. For missing shipments, you can file a claim up to 9 months after the delivery date.
How can I check the status of my claim?
You can check your claim status in the InsureShield portal by clicking on the Claim Detail link that will be emailed to you after submitting your claim. You can also log back into the portal to check your status.
How long does the claim process take?
InsureShield typically pays claims within a matter of days, as long as you have provided all the required documents and evidence to support your claim. If InsureShield needs additional information to further review your claim, you'll receive a written notice at the email address you provided when filing the claim.
How will I get paid?
Claims are paid by either Direct Deposit/ACH or Zelle, based on the preferences you select when you file the claim.
Who should I contact if I have questions about my claim?
Questions about your claim should be directed to UPS Capital at insureshieldsupport@ups.com.