XCover FAQs

We've partnered with XCover to bring you Shippo Shipping Protection: simple, stress-free coverage for your shipments.

XCover's digital claims process is simple, with instant payment on approved claims, and their support team can help with anything this article doesn't cover. Visit XCover for more information.

Account & activation

How do I activate and log in to my XCover account?

An account is created for you automatically the first time you purchase XCover Protection through Shippo. To activate it:

• Find the confirmation email or text from XCover in your inbox (check your spam or promotions folder if you don't see it).
• Click the link inside to set up your account at xcover.com.
• Depending on how you purchased protection, you may be asked to choose which email address to associate with your account. Use that email to log in going forward.

Once activated, you can log in anytime to view your policies, file a claim, view your protection wording, download your certificate, or cancel or modify your protection.

Is the email I'm receiving from XCover legitimate?

Yes. When you purchase insurance through XCover for the first time, their team sends an activation email to the address associated with your Shippo account. This only happens for your first shipment. Once your account is active, all future policy information is available inside it.

Where are my XCover protection documents?

To protect your privacy, we don't send XCover documents by mail. Log in to your XCover account to view your documents, wording, and certificate. If you haven't activated your account yet, see How do I activate and log in to my XCover account? above.

I can't find any emails from XCover. What can I do?

Confirmation emails can take an hour or two to arrive. If you still don't see one, here's what might be going on:

• It may be in your social, promotions, spam, or junk folder.
• You purchased protection using Safari, your Apple Account, or an iCloud email address.
• There was a typo in your email address at purchase.
• You purchased XCover Protection under more than one email address. See What if I have multiple XCover accounts? below.
• Something went wrong when you purchased protection through Shippo. Contact us and we'll help retrieve your XCover reference number, then contact XCover with that number so their team can create an account for you.
• You may have purchased protection from a different provider. If that's the case, no need to let XCover know. Their team will close the inquiry.

Still stuck? Contact XCover directly.

What if I have multiple XCover accounts?

If you used different sender email addresses across shipments, you may end up with more than one XCover account. To merge them into one, contact XCover with:

• The full name used when you purchased protection.
• The email address used for each purchase.
• Your purchase ID (also called a booking ID, transaction ID, or customer reference number).
• The amount you paid for each purchase.
• The date of each purchase.

Include this information for every purchase you'd like merged, along with the email address you want to use as your primary account going forward. Contact XCover to get started.

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

You can change or cancel your protection any time before your parcel ships. Log in to your XCover account using the same email you use for Shippo, then click Cancel/Modify and follow the instructions. If you haven't activated your account yet, see How do I activate and log in to my XCover account? above.

Where can I find my shipping and protection invoices?

Your shipment invoice and your XCover Protection invoice are both available in your Shippo account. If you handle a high volume of shipments, you'll also find a monthly XCover Protection invoice there.

This is different from your protection certificate, which lives in your XCover account.

How do I turn on XCover Protection for my shipments?

You can opt in to XCover Protection from your Shippo insurance settings. For step-by-step instructions, including how to turn it on automatically for every package, see Adding insurance to a package in Shippo.

What email address is my insurance policy connected to?

Your policy is linked to the email address entered in the sender's shipment details during label creation. If no sender email is provided, it's connected to the email on your Shippo account. For more detail, see Adding insurance to a package in Shippo.

How can I contact XCover?

Reach XCover's team through their contact page, or browse their help center for quick answers.

Phone support is available for US customers in English at +1 (888) 883-6522, Monday through Friday, 9am to 5pm EST. If you have a claim in progress, XCover may also call you if they need more information.

Coverage details

What am I covered for?

Total Shipping Protection covers up to the full value of your items plus your declared shipping costs. To make sure shipping is included, add your label cost to the insurance coverage amount when you purchase protection.

If your items are stolen, lost, or damaged, XCover also covers replacement shipping costs, along with return shipping for damaged parcels and re-shipping for stolen, lost, or damaged ones.

For the full picture, check your protection wording in your XCover account. See XCover's terms and conditions for more detail.

What's not covered?

Protection doesn't extend to goods that were already damaged before shipment. Certain goods may be excluded depending on your protection, so check your protection wording for the specifics, and review the XCover policy wording to make sure any claim you file meets coverage guidelines and deadlines.

When does my protection start and end?

Once enabled, coverage starts as soon as your shipment leaves its originating address and lasts for the duration of transit. Coverage ends at delivery, though depending on your protection type and country, you may also be covered for theft after delivery. Check your wording in your XCover account for specifics.

Making a claim

How do I make a claim?

Select Make a claim in your Shippo account to head to the XCover site and start the process.

A few things to keep in mind:

• Hold on to all packaging material and damaged items until your claim is resolved. XCover may need photos or other proof, and disposing of evidence too early can result in a denied claim.
• If a parcel is marked ‘delivered’ but never arrived, file your claim within 10 days of the delivery scan.
• If a parcel is marked ‘not delivered,’ report it within 30 days of the ship date (60 days for international shipments).
• XCover may ask for supporting documents, like video, photos, or a police report, for theft claims. Claims may be rejected without them.

XCover aims to resolve 95% of claims within 3 days of filing, so keep an eye on your email for updates. Once your account is active, visit XCover Claims to get started.

For the Shippo-side steps to start a claim, see Adding, managing, and claiming XCover insurance.

About XCover

Who is XCover?

XCover is owned by Cover Genius, an insurtech company recently ranked #1 on the Financial Times list of fastest-growing companies. Cover Genius has won dozens of industry awards across the US, EU, UK, Asia, India, and Australia for claims handling and customer support, and counts Sompo, one of the world's largest insurers, as an investor.

XCover's policies are backed by major insurers, including Lloyd's, Generali, Sompo, CNA, Swiss Re, and Munich Re.