XCover FAQs

We have partnered with XCover to provide you with Shippo Shipping Protection - simple, stress-free protection for your shipment.

XCover’s digital claim process is simple and hassle-free with instant payment of approved claims and their friendly support team can help you with any questions not answered in this Help Center. You can also visit XCover to find out more information.

Managing your XCover Protection

Is this email I am receiving from XCover legitimate?

Yes! When you purchase insurance for the first time through XCover, their team will send an activation email request to the email account associated with your Shippo account. Please note, this initial email is only sent for your first shipment. Once your XCover account is activated, you will be able to access all insurance-related information. To get started, simply find the confirmation email from XCover in your inbox and click the link to set up your XCover Account.

What Email Account is my Insurance Policy Connected To?

When you buy insurance through Shippo using our third-party provider XCover, the insurance policy is linked to the email address entered in the sender's shipment details during label creation. All activation emails and other policy-related correspondence will be sent to this email address. If a sender email is not provided when creating the label, the policy will be connected to the email address of the Shippo account holder on record.

Sender Address Label Creation.png

Where are my XCover Protection documents?

To protect your privacy, your XCover documents are not sent via mail. To view your documents, wording, and certificate, you first need to log in to your XCover Account.

Important! 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. From your XCover Account, you can make a claim, or view your protection
wording.

Once you have set up your XCover Account, you can view your documents and start a claim.

I can’t find any emails for XCover. What can I do?

It might take an hour or two to receive your confirmation email. When you activate your XCover Account or request a new password, you will need to locate the email from XCover in your inbox.

If you can’t find any emails from XCover, the below explains why and how to solve related issues:

Your email may be in your social, promotions, spam, or junk folder.
You purchased your protection using the Safari web browser, your Apple Account or iCloud email address.
You made a typo in your email address during your purchase.
You purchased multiple XCover Protection products using different email addresses. We can merge two XCover Accounts for you. Simply follow the instructions in this article to contact us.
There was an issue when you purchased XCover Protection via Shippo. Please contact Shippo as they should be able to retrieve your XCover Reference Number. Then contact us with your Reference Number and we’ll create a new XCover Account for you. Please include the information listed here in both of your enquiries.
You may have purchased protection from a different provider, not XCover. Occasionally we are mistaken for other providers. If that’s the case you don’t need to tell us and your enquiry will be closed.

If you are still having issues, simply follow the instructions in this article to contact us.

Once you have set up your XCover Account, you should be able to easily log in, view your XCover Protection documents and start a claim.

How do I log in to my XCover Account?

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

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 XCover Protection wording. This is also available when you request a quote via our partners or directly on XCover.
Download your certificate.
Cancel your XCover Protection- click on Cancel/Modify then follow the instructions.

How do I make a change, cancel or get a refund for my XCover Protection?

You can make a change or cancel your XCover Protection at any time before your parcel has shipped. You can update your policyholder details by logging in to your XCover Account using the same email address you use for Shippo.

Important! When you first visit XCover you will need to activate your account. Simply find the XCover confirmation 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. From your XCover Account, you can make a claim or view your protection wording.

How do I enable XCover Protection?

You can opt-in to XCover Shipping Protection by navigating to the insurance settings in your Shippo settings.

Where can I find my shipping and protection invoices?

You can find both the invoice for your shipment and the invoice for your XCover Protection in your Shippo account.
Please note that this is different from the certificate of your XCover Protection, which is available in your XCover Account.
If you’re handling large numbers of shipments, you can also find a monthly invoice for your XCover Protection in your Shippo account.

What if I used different sender email addresses during label creation and therefore have multiple XCover accounts?

Merging XCover Accounts

If you wish to merge all XCover accounts under one email address please follow the steps below:

Simply Contact XCover with the information below and they will be able to progress your inquiry.

The full name entered when you purchased your XCover Protection.
The email used when you purchased XCover Protection.
Your purchase ID (also called a Booking ID, Transaction ID, Customer Reference Number, etc.)
The amount that you paid for your XCover Protection.
The date of the purchase.

If you are requesting to merge multiple XCover Accounts, please supply the above information for all your purchases along with the email address you would like to use as your primary XCover Account email address to Xcover for further assistance.

Key Things to Know About Your Total Shipping Protection

What am I covered for?

Total Shipping Protection covers up to the full item value and your declared shipping costs. To ensure your shipping costs are included in your coverage, update the insurance coverage amount to include the cost of your shipping label. In the case of Stolen, Lost, or Damaged goods, XCover will also cover the replacement shipping costs. See more information in XCover's Terms and Conditions.

XCover Protection also covers return shipping costs for damaged parcels and re-shipping costs for stolen, lost, or damaged parcels.

To find out what you are and are not covered for in more detail, you can check your protection wording, which is available when you purchase XCover Protection and in your XCover Account.

To get started, simply find the confirmation email from XCover in your inbox and click the link to set up your XCover Account.

Note: Insurance coverage does not apply to non-trackable service levels.

What's not covered?

Protection doesn’t extend to goods that are damaged before shipment.

Depending on your protection, certain goods are also excluded. To find out what you are and are not covered for in more detail, you can check your protection wording, which is available when you purchase XCover Protection and in your XCover Account.

To get started, simply find the confirmation email from XCover in your inbox and click the link to set up your XCover Account.

We also encourage our shippers to review the XCover Policy Wording to ensure their claims meet the coverage guidelines as well as deadlines.

When does my XCover Protection start and end ?

Once enabled, your XCover Shipping Protection starts as soon as your shipment leaves its originating address. Your shipment is covered for the duration of transit and protection ends when the shipment is delivered.

Depending on your type of protection and country you may also be covered for package theft after delivery — please check your wording in your XCover Account.

Making a claim

How do I make a claim?

When you select ‘Make a claim’ in your Shippo account, you will be taken to the XCover site to start the claims process.

Preserve all of the packaging material and Damaged Items. Do not dispose of the packaging material or Damaged Items before a claim is completed as photographs or other proof of a claim may be required. Failure to comply may result in the denial of your claim due to insufficient evidence.

If a Parcel is marked by the carrier as “delivered” to the Delivery Address but it has not been received by the customer, the claim must be filed within 10 days from the date/time the carrier marked the Parcel as delivered.

Claims where the status is “not delivered” must be reported no later than 30 days (60 days for international shipments) after the shipped date (carrier pick up).

XCover may request supporting documents to finalize your claim, including but not limited to video recordings or photos showing Theft or a police report. If required documents are not provided to XCover, the claim may be rejected.

The XCover claims process is quick and hassle-free, with payment or reimbursement for approved claims processed instantly. Our dedicated team at XCover aims to complete 95% of claims within 3 days of claim filing, so keep a close eye on your emails to ensure there’s no delay.

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

Once your account is activated, visit XCover Claims to get started.

About XCover

Who is XCover?

XCover is owned by Cover Genius, the insurtech for embedded protection who was recently ranked #1 in the Financial Times list of fastest-growing companies. Cover Genius has won dozens of industry awards in the US, EU, UK, Asia, India and Australia for its claims handling and customer support and has investment from one of the world’s largest insurers, Sompo. XCover's policies are backed by some of the world's largest insurance companies including Lloyd’s, Generali, Sompo, CNA, Swiss Re and Munich Re.