If you purchased additional insurance at the time your shipment was created.
Damaged package claims must be reported no later than 30 days from the date the carrier marked the Parcel as delivered.
Lost package 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).
Lost package claims where the status is marked by the carrier as “delivered” to the Delivery Address (but it has not been received by the customer), must be filed within 5 days from the date the carrier marked the Parcel as delivered.
Once the claim has been filed, all communication regarding the claim will come directly from XCover. You do not need to contact the carrier in addition to XCover. If you have questions or need to contact XCover to update your claim details, please send an email to claims@xcover.com.
* IMPORTANT: After creating a shipment that you added insurance to for the 1st time an email will be sent to the email on file in XPS >Settings>Admin Settings>Billing Address to create an XCover account. If you do not finish the account setup for XCover using the link sent to the email on file, when you click on the “File a Claim” option from the shipment history, you will be redirected to the XCover login page. You will need to use the email on file in XPS for Billing Address to continue. You MUST create an account in prior to filing a claim. For more details on initial setup visit the Help Center article: Creating an XCover account
To file claim follow the steps below.
Click the History/Track tab.
You can use the "Search" feature in the History/Track page to locate the shipment you wish to file a claim on.
Click the eye icon next to the shipment details.
Under Packages, it will list Insurance Claims >File a Claim, click on the tracking number. This feature will only show up on shipments that have had additional insurance requested above the minimum liability.
Note: If you do not see a link in the shipping details, but do see the charge for the insurance, you will file the claim through the carrier. See the Help Center article: Filing a Claim on a Lost or Damaged Package for details on filing a claim for your shipment.
After clicking the link to file a claim, a new browser window will open that will take you to the XCover website. The XCover page should recognize your shipment and take you straight to the claims filing process, click “Start Claim” to begin.
Choose the reason for the claim and select “Next”.
Read the Instructions on what you will need on hand before submitting a claim, and select “Next” to continue.
Enter/verify your contact information and select “Next” to continue.
Continue to add:
Claim Information: Describe what happened, Loss Date
Parcel Information: Category of the item(s) if specific contents were lost/stolen/broken
Upload Any Supporting Documents: Photos, receipts/invoices, any other relevant documents
When you are done entering in the required information, click “Submit Claim”.