InsureShield & CommerceShield · Store management
Every review we hold for InsureShield & CommerceShield, quoted in full, with the store that wrote it.
Bigger stores rate InsureShield & CommerceShield 0.24 lower than the crowd does. The App Store prints one number; the store behind each review is the part it never shows.
62 reviews pulled · 62 long enough to quote · 2021-04-13 to 2026-01-12
Every review we hold, newest first
This app and company just keeps getting worse. We have been having claims denied for no reason at all. Sometimes tracking clearly shows it was lost, sometimes it shows it was delivered and we have written affidavit from the customer that it was not, or was stolen. Sometimes even delivered to wrong address. In any case, they will find any reason they can to deny your claims. Customer support is not help at all and will essentially just forward your emails over to the same claims team that denied them. If you reach out to the claims adjusters, they simply tell you "this is staying closed". My last claim she flat out told me that USPS said the delivered it so it's denied. Ok, so why are you advertising that this protects against theft or packages that were misdelivered? In the month of December alone, we paid this company (UPS Capital, InsureShield, whatever they go by now), over $800, only for them to deny claims. To me, this is blatant fraud and honestly, we are considering legal action and may also have to talk to our bank about reversing that charge. It's not just these two claims, it's happened before and right now the cost does not justify the spotty coverage they are replying. Our recommendation, seek a different app. You won't be happy with this one (also, the shopify extension/app is extremely buggy and sometimes won't even show you transactions).
Joco Records · jocorecords.com · outside the top 100k
This app started off great. Unfortunately, over the past few months it has turned into hot garbage. The transactions won't even load no matter how many times I refresh the page. We're still getting charged for transactions, and we can't even see them at all. Shipments are being skipped over, allowing packages to not receive insurance coverage randomly. We're out several claims that were supposed to be covered automatically and can't be covered now because their system just skips covering random orders for no reason. Support used to be good as well. Unfortunately, when you send a support request. It takes about a week to get a reply and the person that replies can't even help you. They act as a go between between you and the actual tech support people, and it takes about a week each time for a response and the problem is not resolved ever. The app is completely broken, yet they will continue to charge you for transactions that you can't even see. And even when you could see them, they would just skip over random shipments, so when you go to file a claim, they don't have to pay because it doesn't show to be insured. You can't even dispute it with them because all you see is a charge on your credit card for the month of transactions, but you can't see if that transaction was even covered because the app is broken. I can no longer recommend this app.
Conquest Auto Parts · conquestauto.com · outside the top 100k
DON'T WASTE YOUR TIME!!! Customer support is AWFUL!!! I have reached out for a week now for assistance and no one is helping or getting back to me, the phone number listed to call is "disconnected". Very disappointed. I had high hopes for this app. Will be looking for another option.
EmieJames · emiejames.com · top 100k store
Had app for years talked to customer service today and was told they don't cover drop shippers? because shopify doesn't make the shipping labels don't know if new policy or what but have had on my stores 3 years now and just finding out .
Role-Players · role-players.shop · outside the top 100k
Was great for first couple of months. If you actually need to use the insurance (i.e. file claims) they will rapidly increase your rates with no warning. They also won't allow you to negotiate or bring down your rates once they do this. They will also charge insurance for full MSRP value on products, even if the customer received a discount, or the item was on sale at the time. There's a lot of work needed, but it worked well for us in the beginning.
Horizon Motorsport · horizonmotorsport.com · top 100k store
I would not recommend this app at all. After using it for 7 months and only submitted 5 claims, they've decided to change my policy and told me that they were going to deduct $50 from every claim refund on top of what they're already charging me and my customers. The most absurd thing I've heard. But luckily, there's plenty of fish in the sea so I found me a much better app on the app store that doesn't have these ridiculous terms. Keep looking, there are way better apps out there than Insure Shield.
Exquisite Designs Home Décor · exquisitedesignshomedecor.com · outside the top 100k
The entire team and process is very professional and has helped us cover damage and losses - both of which insurance directly filed with carriers would often not pay out. No issues, just a couple of small bumps with the app but it has since gotten better!
LOZURI · unranked store
muy buena y muy rapida la resolucion de casos de reclamos, Fue muy buena decision de nuestra compañia tomar la cobertura de seguro de envios. gracias por atencion. Mil veces recomendado
AAA Craft Wire · www.aaacraftwire.com · outside the top 100k
Absolutely love using this app, it's so easy to use and customer support is top notch. Thank you very much.
Charmboxmen · unranked store
A solid 5 stars, really good insurance for our orders, it's been around 2months we are using this and also the customer support is great they reply with a day or so
Olfactoryfactoryllc · www.olfactoryfactoryllc.com · outside the top 100k
App has some glitches but has gotten better since we first installed it. Pretty good about being able to get ahold of someone and follow through is also pretty good.
TCP Pro Racing · unranked store
We really like using the Insure Shield app on shopify to protect our packages. They have been a life saver for our wholesale and retail site. Making a claim is easy & the agents are very responsive.
Beaded Blondes Wholesale · unranked store
It is easy to work with this app. However, I was skeptical at the beginning. Now we have quick replies to our queries.
Prolisok · prolisok-store.com · outside the top 100k
I had problems setting up billing as I kept getting error messages, and had to write an e-mail to InsureShield support, but in the end it sorted itself out. The rest of my startup with InsureShield went smoothly. The app is currently running smoothly with no further issues. Customer support has been very supportive, especially Charles...thanks for your help.
Coffeio.store · unranked store
I submitted my first claim after months and it has taken a month to get a response only asking for the tracking number because their system is not working properly. Horrible first-time experience. UPDATE, Yes I mentioned the tracking number above. Why did it take me to email you a month later to get a response that you needed a tracking number?
Aqua Lab Technologies · aqualabtechnologies.com · top 100k store
Fantastic support! They are a great team to work with. I needed a bit of code adjustments and they responded and fixed the issue immediately. Thank you!
VOELEN · voelen.com · outside the top 100k
Didn't even have a chance to use the app, it's coming back with an error code, I'll be more than willing to change this to 5 stars if I can get re-onboarded again, 3 stars because customer service was great reaching out to me initially!
XOXO Virgin Hair · unranked store
This app just keeps getting worse. The app on my store has not allowed me to use it for 2 months now. I've been reaching out to customer support that entire time. Their phone number goes to a voice mailbox that is full (unprofessional). I cannot adjust the settings of my claims or see recent transactions anymore. I've been trying to reach out to someone at UPS Capital to do something as simple as update my email on file with them and nothing has happened for 2+ months now. Sadly, I cannot recommend this app. What's upsetting is although they will not reply to any emails or phone calls, they have problem auto billing our credit card on file like clockwork every single month. I'm hoping someone reads this, takes it seriously and actually solves this issue for us - because your customer support hotlines and email address are going 100% ignored. I also have a claim that has been under "investigation" for 2 weeks now and the claim agent won't reply to me when I ask what the hold up is. --- UPDATE ---- Yes, you reached out to me to fix it. But as of today, I am getting all the same error messages again and cannot access the app or adjust settings. I've emailed, now I wait for a response (last time, it took 2.5 months before someone got back to me and fixed it). We haven't filed a claim now in two months, yet we send you hundreds of dollars a month.
Joco Records · jocorecords.com · outside the top 100k
Unfortunately, they're just like every other insurer. Sell "peace of mind" only to deny every claim based on some obscure excuse. First claim out of the gate was denied, so I've canceled my account. Just wasting money...
Zaar Guitars · zaar-guitars.com · outside the top 100k
We have installed it as a test for insurance of our packages while choosing the option to insure packages only if selected, anyway, we have had it for a few weeks and never used the services and they are charging us fees for some reason even if we proved that the charges are based on false data as we haven't used any of the services. Also, it only covers shopify based orders and not any orders that integrate into shopify from other sources.
Montecinos Ethnic · montecinosethnic.com · outside the top 100k
Excellent shipping insurance app that easily integrates into Shopify. Customer support during the install process is superb.
Leigh & Elizabeth · unranked store
I cannot say enough good things about my experience with InsureShield. I have had some questions and needed some assistance since starting with InsureShield and service has been phenomenal! I am a former user of a different insurance service and had to make a change because claims were paid but took weeks/hours to resolve. The InsureShield process for claims is so much easier and quicker. Thank you, InsureShield!
RTC Fitness Equipment · unranked store
This app is an absolute game-changer! UPS Capital is a true masterpiece that has greatly enhanced my productivity and efficiency. This app deserves a resounding five-star rating for its exceptional quality and unmatched user experience. Highly recommended!
Amor Lafayette · amorlafayette.com · outside the top 100k
We have been using Insure Shield since Nov 2022. I have to say I have seen how beneficial this insurance is. As a company we have an amazing accounts Manager Patrick Bell, that checks in on us and when we do have an issue he is right there helping to rectify the situation. Thank you for making the process easy and smooth!
American Button Machines · www.americanbuttonmachines.com · top 100k store
I have been an InsureShield for Shopify customer since August 2002. We are satisfied with how UPS Capital takes care of our claims. They process the claim soon as you file it with them
O Skin Med Spa · oliviaquido.com · top 100k store
I really enjoy the smooth process when using this app. I recently had to make a claim and it was easy, I provided them with the information needed when filling out the form and a few days later it was approved. They have even helped me set it up on my website with some customizations which is really great. Patrick Bell is my rep and he always answers my phone calls when I need help with something and if he is unsure he will find out and get back to me. That kind of customer service is a big reason why I recommend working with this shipping insurance company.
larueperformance.com · www.larueperformance.com · outside the top 100k
I've use UPS Capital for over a year now and their insurance processing for claims is the best we've used to date. Incredibly fast processing, simple and intuitive interface and they cover a vast amount of service levels and service providers. We've used them from domestic and international shipments with zero issues. I highly recommend you using them if you're contemplating adding insurance to your shipments.
Typically Blush · typicallyblush.com · outside the top 100k
Best App for Jewelry store very simple to use and easy integration you can ship with peace of mind that all your goods will be insured great customer service
JA Inc · unranked store
UPS Capital has been a welcome addition to our online store! No matter how good we prepare our shipments, eventually a shipper will lose or damage our order. Our previous insurance company denied most of our claims saying it was our fault not their shippers. But with UPS Capital our claims have been going through and the process is so much easier. Thank you UPS Capital!
Yandas Music · www.yandasmusic.com · outside the top 100k
As a company that relies on the timely delivery of packages, we are confident in InsureShield's package insurance. Their straightforward claim process and reliable payment of claims ensure that our bottom line will not suffer from any unforeseeable losses. Moreover, the added protection against package theft through their app is a valuable benefit that provides us with peace of mind, and ensures our customers' satisfaction. In short, InsureShield's package insurance is an invaluable product that helps us mitigate risks, protect our business interests, and maintain the highest level of customer service. I can't overstate how highly I recommend this app!
Budget Billiards Supply · budgetcues.com · top 100k store
It gives us peace of mind to know we can rely on coverage for our precious tea and ceramics while the easy claim process helps take some of the pain away. Our customers are always impressed that a small shop like ours can give large company customer service.
Tea Dealers · www.teadealers.com · outside the top 100k
Their customer service is top notch! We appreciate all your help in resolving the issues and kept us updated in every steps.
Mamma Mia Covers · mammamiacovers.com · top 10k store
InsureShield shipping coverage is easy to use and supportive to the business we use it for. The claim processes is always easy when needed. Patrick Bell has been very helpful with partnerships and is always responsive when I have questions.
Mociun · mociun.com · top 10k store
This is a great APP! It saves me a lot of time as opposed to navigating UPS's or USPS standard claim process! The cost is negligible and easily transferred to customers, and the savings in time and headache in the draconian claims process UPS has for its standard customers is well worth the costs. The folks are very helpful and go above and beyond to make sure you have the proper service. I am really quite pleased. No one who ships anything that could possibly break should not buy this app (if you're shipping tee shirts... well you might be able to get away without it!) I did with hold one star, and that is because UPS Capital, the underwriter for the app, continually solicits my business to cover me overall. Since experiencing UPS Capital through Shopify, I want it, however they refuse me (even though they solicit me...). One time they said that I break too many packages (to be fair, UPS breaks the packages after I pack them to their standards), and the other time they said I needed $3M in shipping volume to qualify. It is very frustrating that they dangle this carrot in front of me, only to refuse me. I also think that since UPS and UPS Capital are obviously in bed together, and I already pay the declared value insurance (and they do reimburse me after I follow their draconian process), and am willing to pay UPS capital insurance on top, they should just make my life easier and let me play with the big kids. Once again, get this product if you experience breakages, very streamlined, easy to keep track off, overall excellent, and the customer support is great. I withheld a star because I want it for the rest of my business : ) Thanks Shopify for getting my foot in the door of this next level product. And if you are curious, I ship maple syrup in glass and plastic, and so thats why breakages are a part of doing business for me.
Rugged Ridge Forest · ruggedridgeforest.com · outside the top 100k
Before, UPS Insureshield had to get insurance for each package when generating the shipping label; now, it is done automatically and gives the Customer the option of adding the insurance to their cart. It has been about six months since I started using it, and after the initial setup, it has been 'setup and forget.' Works seamlessly in the background. Had one claim which took 3 weeks to resolve with minimal fuss.
ArtByPino.com · unranked store
UPS Insureshield has saved my business so much time and money! The only way to ship! Your company needs! You won't be disappointed.
Limbsaw · limbsaw.com · outside the top 100k
We've been using InsureShield for the last six months or so and could not be happier. The claims process super smooth and easy, but for us the time saved on not having to manually calculate the insurance amount for each order is the big win. We use Shopify Shipping, and prior to installing InsureShield we would manually calculate the replacement value (70%) on each order. Now we bulk ship quickly and easily with complete peace of mind that each order is sufficiently insured if it's lost or damaged.
Taco Moto Co. · tacomoto.co · top 100k store
So far so good. Claims process is super easy. Would give 5 stars if there were a way to easily view accrued charges without having to run reports or wait for the invoice.
GOLIGHTLY INC. · unranked store
Great experience with them on getting our products out. We appreciate the service and will continue working with them in the future.
Bunn Gear · bunngear.com · outside the top 100k
The service has been a welcome addition to my store. Most important is the wonderful customer service that has been very helpful assisting with questions and details of my account!
Dogs With Issues · store.dogswithissues.com · outside the top 100k
UPS Capital has been a welcome addition to our online store! No matter how good we prepare our shipments, eventually a shipper will lose or damage our order. It was a process to file a claim and eventually get a small reimbursement from the shipper. But with UPS Capital, we know we'll get paid right away, so we're able to quickly ship our customers a replacement product without needing any sort of approval from anyone. This gives our customers a much better experience and makes it easier for our team to manage. Thank you UPS Capital!
Starfire Direct · starfiredirect.com · top 10k store
Great customer support and followup to questions. I have this app on 2 stores and it gives me the peace of mind that if anything were to happen to my customers orders in transit. The value for your money is excellent. You can set up which order values you want, have the customer elect it or you pay for the coverage for all your orders. Claims are easy. We have high and low value products and cover all. Patrick was great at checking in and following up after setup.
Rustic Sinks · rusticsinks.com · top 100k store
A great app to offer insurance coverage for shipments large and small. Improves our customer experience and shipping protection.
Gnarly Nutrition · gognarly.com · top 100k store
Easy sign up. No monthly fees. I needed more than $100 of insurance on my packages. It adds an option at check out, after choosing UPS, I typed in the amount the package is worth. It was so easy. Patrick even called me to help finish the sign up process.
Barton Market LLC · unranked store
Great product and I love that I can give the customer the option to either use the shipping insurance or not. I have not filed a claim yet but am interested to see how the process goes. The only complaint that I have is who is eligible for the coverage I have received conflicting answers from UPS Capital team members, some answers in writing would be awesome to clarify the terms.
Takeoneairsoft · takeoneairsoft.com · outside the top 100k
Patrick has been super helpful getting us set up, we are excited to start using UPS capital for Shopify!
Niven Morgan · unranked store
InsureShield was so easy and quick to add to my Shopify store (thanks to the rep who helped me - thank you Lexxi!). It added a layer of protection that would allow customers to rest easy if anything were to happen to their package. I like that I was given the option to cover if the customer didn’t want to purchase it for themselves & how easy it is for them to add the protection at checkout. I would recommend InsureShield to any small business looking for a way to offer their customers the confidence to shop worry-free.
Stay Down To Earth · unranked store
We have been very pleased with the way InsureShield Shipping Coverage has worked for our customers and integrated into our checkout process. By giving customers the option to insure their products, they can securely purchase goods on our website with peace of mind all the way to delivery.
thecncsource.com · unranked store
Update: I was able to get in touch with Yolanda (customer support tech) who engaged and understood the issue. She then passed this issue up the chain and we are being refunded for all charges that weren't orders that needed to be shipped. Also I spoke with the Product Lead and he assured me that going forward this would be resolved and that they used my report as a means to fix and update their system. Experience started off awful, but they resolved the issue (even though it took some time to get the right support). If you sell products exclusively online, this app may work well for you. However, if you sell items in store, have the option for buy online pick up in store, or do any other sales, this app is a total failure. We've been getting charged for items sold that were not shipped (items sold in store or BOPIS). I've tried numerous times to contact UPS capital via their 1-800 phone number and I've been passed around or promised assistance or a return call. I've emailed several times as well with no resolution. I've finally received more support from 1 of their customer support specialists who is trying to help, but now it seems like I'm awaiting for shopify to review transactions. Reviewing transactions should be easy, shopify shows whether an item was shipped or not and if an order was supposed to be shipped and was cancelled/refunded. It's been almost 3 weeks of communication and the issue is yet to be resolved. We need to be refunded for all the items we were charged coverage for that were not shipped.
SOLECTION · unranked store
We have been using the UPS Capital app for our Shopify store for a year and a half now and love it. It did have some hiccups but seems like they have made some changes to the platform. As a Shopify merchant that uses a vendor to drop ship for us without insurance, this has been a great value to the time to deal with the lengthy process of filing claims with the carriers for damaged or lost shipments. InsureShield for Shopify makes the process of filing claims simple and effective regardless of carrier. Customer support both phone for technical quesitons, the responsiveness from our claim representative, along with payments have been great. We rarely have claims but this gives us peace of mind incase something happens.
Estancia Tiles · estanciatiles.com · top 10k store
This protection is a No Brainer for any seller to have. It protects us and our clients and any expense is minimal for the peace of mind it provides. Porch Pirates beware InsureShield is there.
RAEZUM Door Lifts · jeepdoorlifts.com · outside the top 100k
Thought this app would be a plus but don't make the mistake of installing if you have any expectation of needing any service or if you happen to process any orders using a method other then shipping like pickup or local delivery. When I first signed up they were helpful and a rep contacted me about my issues, but since that person promised to credit me for orders not shipped it has been months and they still haven't got it fixed. It is literally impossible to reach anyone on their team, they offer an 800 number that always goes to voicemail and then don;t respond to your voicemails, mail support is the same all my messages constantly go ignored and on the rare occasion someone contacts you they never followup. I've never had to make a claim but with the service I've seen so far it does not bode well!
St. Kilian's Cheese Shop · stkilianscheeseshop.com · top 100k store
Started out great but has been going downhill quickly. Claims used to be approved in 1-2 days, now I'm waiting over a week (at least) on a claim to process. When it finally does process, it's almost never approved without them first asking for 3-4 different documents, in addition to all the documents I've already provided, documents which used to be enough to approve a claim. My current adjuster (Breanna) does not reply to my emails when I reach out. In addition to me uploading the conversation with my customer, the order history page that shows the order value and amount refunded - she's now asking for a Credit Memo, a Reshipment Tracking Number (even though we didn't re-ship anything), and also a "statement from the customer". What even is that? I'll never know because no one replies when I reach out to ask what is going on. I consistently sent them anywhere from $500 to $900 a month in premium payments (paid via invoice, credit card), but they now are having troubles paying out claims in the amount of $30-60 when I've provided full proof. We are a super small business so to pay this much money and stop getting anything in return for it, I now don't see this as "insurance" because clearly nothing is insured. Honestly, I'm considering stopping payment on this previous month's invoice because they paid out $0.00 to us in the month of November but we will owe them nearly $500 in premiums for said orders. So long story short - they started out great and won me over, but in the end, they are no better than Route or the others. I cannot recommend their services. The claims process has become slow and the agents will not reply to your contact attempts. Feel free to follow up with me if you want to make this right but as of now, our search for a new provider starts today. I will be reaching out to close my account and will also be requesting that my most recent invoice by waived since you paid out nothing and provided zero coverage. I'll also be sharing this information with Shopify support.
Joco Records · jocorecords.com · outside the top 100k
Best shipping insurance provider! Claim process is super easy and getting reimbursed is painless with InsureShield. Jeanne was very helpful and still is to this very day.
Baltini · unranked store
I could provide a minus 10 if available. My UPS account manager advised me to get this app to provide insurance to my packages. I paid insurance through Shopify, and now UPS is charging me for insurance. There is no interface between Shopify and UPS insurance. It is fraud and deception; after paying insurance via Shopify, they are also charging me insurance. I am deleting it. Store owners, be aware, don't get scammed by these people
Micro DOT Helmet Co · microdothelmet.co · top 100k store
As a Shopify Plus merchant we never found value in spending the time to deal with the lengthy process of filing claims with the carriers for damaged or lost shipments. InsureShield for Shopify provides us with one solution and one process that makes filing claims simple and effective regardless of carrier.
PROCAM Photo & Video Gear · procam.com · top 10k store
We really love UPS Capital so far! Makes having coverage for every order super easy, and their customer service is on top of it! I never thought getting insurance payouts for order damages could be SO easy.
Cait and Co · unranked store
Extremely easy setup and a seamless platform which captures your orders with nothing to do on the front end. Jeanne at UPS Capital went above and beyond to provide bespoke solutions for our business to better integrate with the app and has been there for us whenever we've needed her (we ship a very niche product). If you need help integrating or run into any snags, you can rely on customer support (ask for Jeanne!) that is hard to find these days. If you want minimize your risk in a straight forward way (especially if you are shipping a high value product) it makes sense to install the app / use UPS Capital for insurance.
Apollo Gear Co. · apollogearco.com · top 100k store
Over the past couple of years, we have tested Shipsurance, Route Package Protection, and InsureShield. And to be very honest, InsureShield is the best one by a million miles. InsureShield gives us the peace of mind that Shipsurance never could. It was close to a nightmare working with Shipsurance on a claim, they would make us (and our customers) wait more than two weeks before asking us for another document from the shipping carrier for no reason. But InsureShield, which is technically run by UPS, so they already know what the entire story behind a lost shipment is. Getting reimbursed for any lost shipments is virtually painless with InsureShield. Route Package Protection is also good, but InsureShield has much better coverage rates, faster reimbursements, and excellent customer support. And, even though they are run by UPS, they also insure USPS and other carrier packages as well. Highly recommended!
Jewelry Outlet · jewelryoutlet.shop · outside the top 100k
Loving this app!...Easy to use, and flexible coverage for my products. What I like the most is that it is helping me with shipping problems that happen frequently with multiple carriers, and the best part is that I am able to keep my customers happy!!
GFIT activewear · unranked store
Easy setup, reliable customer service and easy to file claims! Jeanne was extremely helpful with installing the app on our Shopify store and is always there when we need her! Highly Recommended!
Blazing Bull · unranked store
App was seamless to integrate and having the ability to customize our products coverage is a nice touch overall. Satisfied with my customer's claim experience as well.
The Hive Experience · unranked store