Purpose: learn how to start an XCover claim. This only applies to shipments that you have insured with Sendcloud Shipment Protection.
In order to insure your parcel with XCover you will first need to activate your account. If you haven't done so yet, see How to add Sendcloud Shipment Protection (XCover).
Related articles
→ Insurance: Sendcloud Shipment Protection (XCover)
→ How to add Sendcloud Shipment Protection (XCover)
When to start your claim
We advise you to start a claim as soon as you can. XCover's Claims team prioritizes claims that are filed within 7 days of the claim event occurring. In some situations, there is a cutoff for filing a claim. If this is the case, it will be mentioned in the XCover policy. We have summarized various cutoff times below:
- Claims for shipments marked by the carrier as “delivered” to the delivery address but not received by the customer must be reported within 10 days from the date and time shown by the carrier as delivered.
- Claims where the status is “not delivered” must be reported no later than 30 days (60 days for international shipments) after the label was created.
- Claims for damaged shipments should be reported no later than 14 days after delivery.
- Any labels that have not been shipped, are older than 30 days and have insurance can't be canceled.
The biggest cause of claim delays is incorrect or missing paperwork, without which your claim status will be changed to “pending” or closed, depending on the time taken.
Claim documents
What documents do I need to make a claim?
To help us assess your claim as quickly as possible XCover may ask you - depending on the nature and amount of the claim - to share as much information with us as possible, such as:
- A detailed description of what happened
- For damaged shipments, a photo or video evidence of the damage
- For stolen shipments, we may require a copy of any written communications with the carrier
- Videos such as surveillance footage
- A police report for stolen items
- Your original shipping receipt and shipping tracking number*
- Any other supporting documents
XCover requires, as a minimum, a detailed description of the event. They may request documents during the claim process (such as a police report). If required documents aren't provided to XCover, this may lead to the claim being rejected or the status changed to “Pending”.
All packaging material and damaged items must be kept in the original form as received. Packaging and damaged items should not be disposed of before a claim is completed as photographs may be required. Failure to comply may result in the denial of your claim due to insufficient evidence.
When filing a claim, XCover will ask to enter the re-shipping costs. This is the amount you paid for shipping a new shipment to your customer. These costs will only be refunded if this information is entered when filing the claim, and if the shipping costs were included in the coverage amount (the insurance that was added when creating the label).
Please note: the re-shipping costs cannot exceed the original shipping costs.
How to start a claim
There are two ways to start a claim for your insured parcels. One is via your Sendcloud panel and the other is via your XCover account.
Starting a claim via your Sendcloud panel
If your package is insured, you can also start a claim directly from your Sendcloud panel. You can do so by looking up the order in your overview or by going to the Support section in your account.
Option 1: File a claim directly from the label details view
- Go to Shipping > Orders in your Sendcloud panel
- Go to Shipped
- Click on the shipment and click on the eye icon to open the label details. You will then see the following screen:
- You will be redirected to the Support menu. The tracking number and the claim reason will already be filled in for you.
- Click Find my shipment
- The following documents are required for the carrier to handle the claim. Try to fill in as many fields as possible. The more details, the better. They will investigate and assess the claim based on their findings and the information that you provided.
Once the form has loaded, adding all the required information is important.
Required information:
- When did it happen
- Are all the items in this shipment damaged
- What was the value of the damaged items (optional)
- How much did you pay for shipping
- Was your parcel shipped using any other carrier(s)
- Have you paid for the items to be re-shipped
- Have you paid for the items to be return shipped
- Select the category of the item
- Tell us what happened
- Order invoice or summary (optional)
- Photo or video evidence of damage, including packaging (in case of a damaged claim)
- Correspondence with the customer confirming the issues with the parcels (optional)
Option 2: File a claim from the Support menu
- Open the Support menu by clicking the question mark icon
- Click +New ticket
- Click Select a category > Submit a request for a parcel
- Select the claim reason
- Enter the tracking code of your parcel and click Find my shipment
- Fill in all the necessary information (you can find the documents required for each claim in the previous section of this article) and click Submit when ready
Required information:
- When did it happen
- Are all the items in this shipment damaged
- What was the value of the damaged items (optional)
- How much did you pay for shipping
- Was your parcel shipped using any other carrier(s)
- Have you paid for the items to be re-shipped
- Have you paid for the items to be return shipped
- Select the category of the item
- Tell us what happened
- Order invoice or summary (optional)
- Photo or video evidence of damage, including packaging (in case of a damaged claim)
- Correspondence with the customer confirming the issues with the parcels (optional)
Starting a claim via your XCover account
Step 1: Go to your XCover account
Once you are in your XCover account, your policies (orders) should be visible. You can open one of the orders by clicking on the yellow circle with a black arrow in front. Next, you click on Make a claim at the bottom of the order (see screenshot).
Confirm the reference number (tracking number) and click on Start a new claim when you're ready.
Step 2: Select the claim reason
Select the reason for your claim and click on next.
Step 3: Claim information
Fill in your (the claimant's) information and give a detailed description of the items.
Step 4: Claim details
Fill in further information on your shipment and its value.
*To get the original pricing of your parcel, you can open the price breakdown in your Sendcloud panel by following the steps below:
- Go to Shipped (or Created Labels) in your Sendcloud account and find the parcel in question
- Open the shipping details by clicking on the eye icon
- Click on View price breakdown and share the information with XCover, so they can refund the shipping costs.
Step 5: Lithium battery
Select whether or not, your parcel contains a separately packed lithium battery.
Step 6: Add your supported documents
Without the supporting documents, your claim can't be processed. To read more about the required documents in the next section of this article: What documents do I need to make a claim?
Step 7: Submit
As a final step, you need to submit your claim!
FAQ
Where are my XCover Protection documents?
To protect your privacy, your XCover documents are not sent via mail. To view your documents, wording, and invoice, you first need to log in to your XCover Account. Once you have set up your XCover Account, you can view your documents and start a claim.
What should I do if I haven’t received my documents?
It might take up to two hours to receive your confirmation via email. If you still don’t have a confirmation email and it’s not in your spam, promotions, or social folders after this time has passed, feel free to reach out for help.