Insurance
Insurance (Flosurance)
Quick Summary: Flosurance adds optional parcel insurance to your orders. Enable it for your account, then insure orders individually or with Automation Rules. For: Clients Level: Intermediate
Enable insurance for your account
Insurance must be enabled for your account before you can insure an order.
The Insurance row shows your rate as a percentage of the declared value.
- Open your profile menu, then select Account Management.
- Select Preferences, then the Orders tab.
- Switch on Insurance and read the terms.
- Tick I have read and agree to the terms of service, then select Continue.
View Details opens the same terms without changing the setting.
The switch turns on after you confirm the terms. If the Insurance setting is missing, ask your Account Manager whether insurance is available for your account.
Insure an order
Insurance applies to one order at a time. Insure the order before it is fulfilled or canceled.
- Open the order, then select Insure Order in the Insurance panel.
- Review Cost of Goods, EST Shipping Cost, and EST Insurance Cost.
- Select Approve.
For a new order, tick Insure order on the order form. On the Orders list, open the insurance icon tooltip and use its switch.
Insure orders automatically
[pref som_via_automation_rules] 1. After you enable insurance, select Visit Automation Rules in the success message. 2. Add a rule with conditions such as order value or destination country. 3. Select the Insure Order action, then save the rule. [endpref]
[pref !som_via_automation_rules] Ask your Account Manager to set up automatic insurance for your account. [endpref]
A matching rule adds insurance when an order is created or updated.
Understand declared value and cost
Declared Insurance Value is the value you insure. If you leave it empty, we use order line insurance values, then product insurance values, then customs values. Estimated shipping is added to those defaults.
Your insurance rate applies to that value, and a minimum charge can apply to small values. EST Insurance Cost shows the estimate before you approve insurance.
Ask your Account Manager about current service terms and coverage limits before you enable insurance.
Read the Insurance Policy you download for an order for the limits, exclusions, deductible, and coverage period that apply to that shipment.
Insurance is not available for every destination. Ask your Account Manager before you insure a new destination.
Check insurance status on an order
The Insurance panel shows Declared Insurance Value, Insurance Coverage, Insurance Status, Insurance Policy, and Claim Form.
| Status | Meaning |
|---|---|
| Not Insured | This order has no insurance. |
| Planned | Insurance is set to apply when the order is fulfilled. |
| In Progress | The policy request is in progress. |
| Insured | An insurance policy has been issued for this order. |
| Failed | Insurance could not be created. Ask your Account Manager to review the order. |
| Canceled | Insurance was canceled before fulfillment. |
| Referred | The policy needs review before it can be issued. |
Only Insured orders have an issued policy. When a policy exists, Insurance Policy shows Download File. Claims are assessed under the policy's terms.
Cancel insurance
Before the order is fulfilled, select Disable insurance in the order's Insurance panel. A planned order can also be switched off from the insurance icon tooltip in the Orders list.
Ask your Account Manager about charges already applied. The option is hidden after the order is fulfilled or canceled.
File a claim
A claim is available after the order is Fulfilled and shows Insured. The form closes once a claim is submitted.
- Open the order, then select View Form in the Insurance panel.
- Enter the certificate and policy numbers, contact details, and loss details.
- Enter bank details for claim payment.
- Upload the required documents listed below.
- Select Submit.
The claim becomes a PDF and is emailed to the claims team, with your email address copied. The claims team reviews each claim against the policy.
Claim Form then shows Form Submitted, and the claim cannot be edited. Contact your Account Manager if you need to correct a submitted claim.
| Claim | Required documents |
|---|---|
| All claims | Certificate of Insurance/Insurance Policy, Bill of lading/Air waybill, and Commercial Invoice |
| Damage | Photos showing the damaged goods |
| Missing or non-delivery | Confirmation letter issued by forwarder |
Packing list is optional. File the claim as soon as you find the loss.
Check insurance charges
The Insurance Cost column shows the premium for each shipment in Pending Invoice, Pending Fulfilment Estimate, and your invoices. The order summary shows Estimated Insurance Cost until the final Insurance Cost exists.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| The Insurance setting is missing | Insurance is not available for the account | Ask your Account Manager whether insurance can be enabled. |
| Insure Order is not shown on an order | Insurance is not enabled for the account, or the order is fulfilled, canceled, or no longer awaiting insurance | Enable insurance in your preferences and insure the order before fulfillment. |
| The premium changed | The declared value, product insurance values, or your rate changed | Review Declared Insurance Value and product values, then ask about your rate. |
| View Form is missing | The order is not Insured and Fulfilled, or a claim was submitted | Check the status and order state before filing. |
| Insurance shows Failed | The policy could not be issued | Ask your Account Manager to review the order and destination. |
Related Documentation
- Billing — balance, estimates, and payments
- Invoices — insurance costs on invoices [pref som_via_automation_rules]
- Automation Rules — insure matching orders automatically [endpref]
- Orders Overview — order details and statuses
- Shipping Policy — claims for uninsured shipments
- Contact Support — get help with claims