Anyone ever had a (successful) claim with Secursus?

VersusTime · Mar 2, 2021

LRX_12
Isn’t this actually illegal if you ship abroad? Making a false declaration on price and content in the CN22 form is illegal in many countries (if not all). Maybe you are referring to national shipments?

We don't ask customers to make a false declaration. We ask to remove any wording that might reveal the nature of the item shipped.
Many carriers such as Fedex, UPS or DHL can erase any sign of value from the label if you ask them to.

Shabbaz
Interesting. I did'nt see this on the website of secursus. @VersusTime would double insurance be a problem?

Hi Shabbaz,

"Secursus is a third-party parcel insurance service, which means it cannot be combined with other insurances purchased from a carrier such as your local post office or Fedex. However, if your carrier offers you compensation for your lost or damaged parcel, our service will make up the difference and transfer the remaining amount to you."
This text is visible on our home page under "our coverage".

In fact, it is totally illegal to make a profit by accumulating insurance.
Shipping insurance is no different from other insurance, such as home insurance.
If your house burns down, you cannot be reimbursed twice.

Shabbaz · Mar 2, 2021

Of course. I did'nt had the plan to cash up twice with insurance. Although it's a good thought! But it had to do with the fact that I did'nt know how insurance companies handle claims. If one does'nt cash out the other might will. But if both would pay out of course I would tell them. And it's good to hear secursus will pay out the difference. In my example that would be eur 700.

Edit:

I did'nt read your post right. So you're saying it's not allowed to insure a package through my own courier and secursus?

VersusTime · Mar 2, 2021

Dan S
I'm curious if any other insurance company requires that you falsify paperwork, and would deny a claim because you correctly identified what you were shipping.
As a sender, I have little control over the recipient's actions. People don't read emails.
Every time I read one of these threads, it makes me feel like this company is just looking for technicalities to deny claims. It just doesn't give me much confidence.

100% of the 3rd party parcel insurances in the USA/UK have the exact same rules.
I totally disagree with what you said about the "technicalities to deny claims".
We have a 95% rate of accepted claims because our rules are displayed everywhere : home page, shipping instructions, email confirmations remind you of the most important rules + we email the recipient. We also ask customers to check the T&Cs every time they insure, not once a year.
As you may know, Secursus is a broker. We do not pay claims, our insurer does.
When our insurer denies a claim we lose the customer forever, why would we do that?

Dan S · Mar 2, 2021

VersusTime
100% of the 3rd party parcel insurances in the USA/UK have the exact same rules.
I totally disagree with what you said about the "technicalities to deny claims".
We have a 95% rate of accepted claims because our rules are displayed everywhere : home page, shipping instructions, email confirmations remind you of the most important rules + we email the recipient. We also ask customers to check the T&Cs every time they insure, not once a year.
As you may know, Secursus is a broker. We do not pay claims, our insurer does.
When our insurer denies a claim we lose the customer forever, why would we do that?

Yeah, this just reinforces my feelings about your company. Your comments are simply not true. I have used 3rd party insurance many times, and I was never asked to photograph the packing process or fudge the documents by writing something other than "watch".

In any case, every time you contribute to a thread, you come off as unprofessional to me, and make me uncomfortable. Somehow I doubt that an executive at a really reputable insurance brokerage would be arguing with anonymous forum members on the internet, and using unverifiable numbers to do it. You don't get people to trust you by repeating over and over again how trustworthy you are. I feel like you would be better off just reading the comments and taking it as valuable feedback from potential customers (which it is). None of us have any way to know what your claim success rate really is, and how you are calculating it. All I know is that your T&Cs are really complicated, some of them are actually out of my control as a shipper, and that you keep repeating all the reasons you might not honor a claim. Unfortunately, a shipper won't know until after the fact.

This business about displaying your rules and reminding people to check the T&Cs is just typical CYA language. If you really wanted people to have confidence in your service, you could design an app that would walk people through the process and confirm that they are covered in advance. That's the world we live in now.

glownyc · Mar 2, 2021

VersusTime
Many carriers such as Fedex, UPS or DHL can erase any sign of value from the label if you ask them to.

Can you share the procedure for this or share some links? I've not been able to find any.

VersusTime · Mar 3, 2021

Dan S
Yeah, this just reinforces my feelings about your company. Your comments are simply not true. I have used 3rd party insurance many times, and I was never asked to photograph the packing process or fudge the documents by writing something other than "watch".

In any case, every time you contribute to a thread, you come off as unprofessional to me, and make me uncomfortable. Somehow I doubt that an executive at a really reputable insurance brokerage would be arguing with anonymous forum members on the internet, and using unverifiable numbers to do it. You don't get people to trust you by repeating over and over again how trustworthy you are. I feel like you would be better off just reading the comments and taking it as valuable feedback from potential customers (which it is). None of us have any way to know what your claim success rate really is, and how you are calculating it. All I know is that your T&Cs are really complicated, some of them are actually out of my control as a shipper, and that you keep repeating all the reasons you might not honor a claim. Unfortunately, a shipper won't know until after the fact.

This business about displaying your rules and reminding people to check the T&Cs is just typical CYA language. If you really wanted people to have confidence in your service, you could design an app that would walk people through the process and confirm that they are covered in advance. That's the world we live in now.

I hope one day you can visit us in Paris, maybe you'll change your mind!

OllieOnTheRocks · Mar 3, 2021

I use the term "horological measuring instrument" on my customs labels. to date I have not had a problem with them going through customs. But maybe I am lucky. I'd like to think the customs officer would know what this means, whilst the common criminal may not.

Mark020 · Mar 3, 2021

Timing device is my favorite

Lonestar · Mar 4, 2021

Dan S
In any case, every time you contribute to a thread, you come off as unprofessional to me, and make me uncomfortable. Somehow I doubt that an executive at a really reputable insurance brokerage would be arguing with anonymous forum members on the internet, and using unverifiable numbers to do it. You don't get people to trust you by repeating over and over again how trustworthy you are. I feel like you would be better off just reading the comments and taking it as valuable feedback from potential customers (which it is). None of us have any way to know what your claim success rate really is, and how you are calculating it. All I know is that your T&Cs are really complicated, some of them are actually out of my control as a shipper, and that you keep repeating all the reasons you might not honor a claim. Unfortunately, a shipper won't know until after the fact.

Dan I think you are a bit harsh.

Obviously the very essence of an insurance business is to cover as few claims as possible, but not being dishonest... The T&C are rather clear, and those that you call out as being a pinchpoint as a shipper (Naming, value, ...) actually don't look so unreasonable to me...

However the proof is in the pudding, which is why I am so interested in any feedback from any long-standing member here about a lost package and the ease (or not) of navigating through the claim process all the way through getting the funds. Given the recent global context, I am really (happily!) surprised insured stuff hasn't been lost and discussed here yet... Until we get this story here on the forum (apologies for not being as receptive to Trustpilot's reviews as I am to my fellow OF members's input), I think we are still in the dark. Valentin i.e. @VersusTime might be honest and straightforward, there is also a bit of conflict of interests here - I think a customer "success story" (if losing a valuable package can be called as such) is still needed to convice us...

wristpirate · Mar 4, 2021

What pricing are people seeing on the site? Showing as 0.8%, I thought it was 0.6%?

Shabbaz · Mar 4, 2021

Lonestar
I think a customer "success story" (if losing a valuable package can be called as such) is still needed to convice us...

True. The problem is, we only know when something goes terrible wrong.

The reason I was asking about the double insurance. I can insure a shipment within the EU up to eur 5.500 from my local courier. It's the dutch postal office. When they deny my claim I can go to a dutch court and dutch law will be applied. As a lawyer I think that's quite reinsuring. With secursus... well, that will be a different and more complicated story. Where do I go to if they deny my claim and I disagree. So double insurance is a insurance itself against bad behaviour from a foreign insurance company or broker.

Shabbaz · Mar 4, 2021

The example 'you dont insure your house twice either' is'nt valid because I dont insure my house through a foreign insurance company. So I know I always can go to the dutch national court if my insurance company denies a claim on false grounds.

Archer · Mar 4, 2021

Shabbaz
The example 'you dont insure your house twice either' is'nt valid because I dont insure my house through a foreign insurance company. So I know I always can go to the dutch national court if my insurance company denies a claim on false grounds.

Some carriers provide automatic insurance simply based on the service level you choose, so to get something to a place quickly (which you would think an insurance company would want, as that reduces their exposure), that service includes insurance. If a service providing insurance specifically for watches doesn't allow any other insurance, that's not good.

Lonestar · Apr 20, 2021

I'm feeling like I might be beating a dead horse here but...

Any OF member want to share a successful claim story with Secursus?😗

Borosilikat · Apr 21, 2021

Lonestar
I'm feeling like I might be beating a dead horse here but...

Any OF member want to share a successful claim story with Secursus?😗

I am currently involved with claiming from Secursus, will report back whether they do or do not pay out.

Shabbaz · Apr 21, 2021

Borosilikat
I am currently involved with claiming from Secursus, will report back whether they do or do not pay out.

Ah. That's interesting. When did you started your claim?

Lonestar · Apr 22, 2021

Borosilikat
I am currently involved with claiming from Secursus, will report back whether they do or do not pay out.

Well thanks for engaging👍

We certainly all hope it turns out okay for you... It's nice of you to agree to keep us posted for sure😀

There is no Emoji with fingers crossed but you get the idea😀

Thanks!

Borosilikat · Apr 22, 2021

Shabbaz
Ah. That's interesting. When did you started your claim?

Earlier this month

They are trying to get out of paying now on the grounds that I waited too long to start a claim, which I have never ever encountered from any other insurance company and doesn't even seem legal to me, they are saying that if you wait longer than 14 days they won't pay. Now bear in mind I was in contact with Fedex the entire time and tried to get them to find my package, I didn't consider it lost until a few days ago and neither did Fedex. I am now going to contact a family friend who is a lawyer specializing in international arbitration.

I advise anyone reading this to not ever use Secursus.

When it comes down to it they will drag their feet.

Borosilikat · Apr 22, 2021

Also I should mention that they are saying I should've started a claim within 14 days and are now draging their feet due to me waiting until the 25th day as I was honestly still hoping it gets delivered and calling and emailing fedex daily.

Borosilikat · Apr 22, 2021

VersusTime
I hope one day you can visit us in Paris, maybe you'll change your mind!

Is this how your company always operates ?

Anyone ever had a (successful) claim with Secursus?

VersusTime

Shabbaz

VersusTime

Dan S

glownyc

VersusTime

OllieOnTheRocks

Mark020

Lonestar

wristpirate

Shabbaz

Shabbaz

Archer

Lonestar

Borosilikat

Shabbaz

Lonestar

Borosilikat

Borosilikat

Borosilikat

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