Straight Talk with Annissa - IMPORTANT READ!
We all have our days when we're overwhelmed and might not be able to focus on finding information or even catch ourselves making mistakes. We have several things in place to not only help you keep calm, but also save you time by not having to email or call the office.
Here are the top tips to help our members quickly help themselves on our website based on the calls and emails we regularly receive:
Step-by-Step Tutorial Videos are available 24/7 right on your Members Home page.
There is a 2-minute video for each topic of "how to":
- Enter a shipment
- Request an override
- File a claim
These videos are easy to follow and available to you at all times so, even during afterhours, weekends and holidays, you have customer service help!
Mistakes Made/Changes Needed On Orders Already Submitted:
No matter the mistake(s) or number of changes needed, you must reply to the confirmation email you received when you placed the order and notate what modifications are needed.
Please do not request order modification via general email or contact us form.
If any changes need to be made, there is no need to cancel and re-purchase the insurance! Simply reply to the confirmation email as stated above and notate the new information, such as tracking#/zip code/updated value/etc, and per underwriting approval, we will update our master log
Our system accepts a secondary email that can be set up to receive the confirmations and/or renewal notices as well. Please call or email the office from the email address on file and request an additional email be added and what you'd like this additional email address to receive.
Claims, Required Documents & Your Responsibilities
Please watch the "How To" video on filing claims located on your Members Home page.
Upon submission of a claim, you will immediately receive an email providing you with your assigned claim# and a breakdown of required supporting documentation you will need to provide in order to further the processing of your claim. If you do not see it in your inbox, please check your spam folder.
Any communications regarding a claim must have the assigned Claim# within the subject line!
The insured (you, our member) holds the responsibility of:
- Filing a search with the carrier if a shipment hasn't moved in a timely manner
- Filing a claim with the carrier for their share of the automatically issued $100 liability they hold and providing that claim result document to us to include in your claim packet (do not forget to claim your shipping expenses paid with your claim filed with the carrier! They do owe you that and that amount is not considered in our claims process)
- Providing at least one repair quote for damage claims
- Check your claim submission email and read the document list to be sure you send us the documents we need as soon as you have them
- Again, when sending claim correspondence via email, you must include your claim# in the subject line
Rates, Limits & Approved Means of Shipping:
There are two places to easily find these important pieces of information!
- On the home page, halfway down on the left, there is a chart of all domestic means of shipping we cover, rates per $100 in ship value & each means' maximum limits
- Under "How It Works", at the top of the home page, there is a "Rates" page that shows the same but for all the coverages we offer via domestic, international & freight shipping as well as company vehicle & armored car transit coverage
- When using FedEx One Rate coverage, enter it on our site based on the delivery method you selected (Overnight, 2-Day or 3 day (Saver) delivery options).
**Note: The ONLY override requests accepted (and subject to pre-approval) are for FedEx Overnights (for over $75K), FedEx 2-Day & FedEx Ground services (up to $35K), Approved Freight Carriers, Company Vehicles & Armored Car. ALL requests should be done directly through the Members Home page by clicking on the appropriate "Insure Shipment" button and then clicking the "Request High Value Override Code" button**
If you've read this far, awesome! You're closer to being an old pro at using the ShipandInsure.com website.
Of course, times do arise when you simply must call the office or shoot over an email. Rest assured, our legendary customer service will never be a thing of the past. We love helping our members!