Protect your shipments from damage, loss & theft

Shipment Protection your shipments for theft, loss or damage during transit and delivery. Shipment Protection also covers return shipping costs for damaged items and re-shipping costs for stolen or lost items. 

The coverage amount is equal to your declared shipment value and starts when shipments leave their originating address. 

If any items which form part of a pair or set are lost, stolen or damaged, the covered amount will vary and one of the following options is possible:

• Repair or replace any part to restore the pair or set to its value before the loss, theft or damage; or pay the difference between the value of the pair or set before and after the loss, theft or damage.
• If your items consist of several parts when complete and one or more parts are lost, stolen, or damaged, they will only pay for the value of the lost, stolen, or damaged part.
•  Costs towards “return shipping” of damaged items and re-shipping of lost or stolen items are included. They’ll reimburse you for return or re-shipping costs (up to the value of the original service) if you’re required to return or resend items. Return or re-shipping costs are paid in addition to the protection amount shown on your certificate.

You will find the coverage certificate for each parcel insured directly on your XCover account. To find out what you are and are not covered for in more detail, you can log in to your XCover account and check your protection wording.

Not covered

• Shipment Protection covers your items until they are delivered to the intended recipient. For example, If your shipment is delivered and is subsequently stolen, it is protected. 
• Protection doesn’t extend to items that are damaged before shipment. Any duties or taxes applied to the cost of return shipping or re-shipping stolen, lost or damaged shipments are also not covered.

• Depending on your protection, certain goods are also excluded. Perishable goods, antiques, jewellery, vehicles and tobacco are typically not covered. You’re also not covered for shipping any illegal items and for any associated costs.
• To find out what you are and are not covered for in more detail, you can log in to your XCover Account and check your protection wording.

Jewellery and electronics are covered under certain conditions, please check the sub limits and additional conditions on the full policy.

Once enabled, your Shipment Protection begins as soon as your shipments leave its originating address. Your shipment is covered for the duration of the transit and delivery.

Your Shipment Protection ends when your shipment has been successfully delivered to the intended recipient.

XCover will send you an email and/or text message with a link to enter your bank details for payment once the claim has been resolved.

Once the payment request is submitted, the bank transfer will be processed within 48 hours.

For all users with a direct contract with a carrier, the claim needs to be made directly with the carrier. For users using Sendcloud rates, an investigation/claim will need to be filed through Sendcloud (via the Sendcloud Panel). 

XCover claims will need to be filed and processed via the XCover account. Please note: the policy and conditions might differ between the carrier and XCover conditions. E.g. It might occur that the customer can claim the purchase value at the carrier, and the sales value from XCover.

An account is automatically created for you when you purchase XCover Protection via Sendcloud.

When you first visit XCover you will need to activate your account. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.

Make sure you check your spam folder if you can’t find your confirmation email.

Depending on how you purchased protection and what information was shared with XCover, you may be asked to choose an email address to associate with your XCover Account, which you can then use to log in.

If you have any issues you can also check the instructions within the confirmation message from XCover that was sent when you purchased your XCover Protection.

Within your XCover Account, you will see your policies. At any time you can:

• View your policy wording. This is also available when you request a quote via our partners or directly on XCover.
• Download your certificate and invoice.
• Cancel or make changes to your policy – select the policy, click on Cancel/Modify then follow the instructions. The changes you may be able to make differ based on your country and protection.

Please refer to the dedicated Sendcloud XCover Help Center for all questions related to account activation, claims management, documents required, cancellations, and the full policy wording.

To help us assess your claim as quickly as possible we 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.