Insurance
Insurance (Flosurance)
Quick Summary: Flosurance protects your shipments against loss, theft, or damage in transit. Enable it in preferences, apply it to orders, and file claims for covered losses.
Overview
Flosurance provides parcel insurance coverage for your orders. It protects against loss, theft, or damage while packages are in transit. Coverage starts when the package leaves the originating address and applies to all shipping modes (air, ocean, road).
What Is Covered
- Lost, stolen, or damaged parcels
- Return shipping fees for damaged parcels
- Re-shipping costs when replacement is arranged through FedEx
- No deductible
Coverage Amount
Coverage is based on the product insurance value configured per product in Inventory → Products, up to a maximum amount per shipment. The exact insurance rate and maximum coverage are shown when you enable insurance in your preferences.
Note: The premium is not simply a percentage of the order's customs value or sale price. It is calculated from the product's insurance value field plus estimated shipping cost.
What Is Not Covered
- Perishable items: food, pharmaceuticals, plant matter, chemicals (exception: wine is covered)
- Valuables: precious metals, stones, cash, securities, documents
- Illegal goods or contraband
- Delayed shipments (coverage is for loss or damage only, not delay)
Country Exclusions
Insurance is not available for shipments to certain countries. Your Account Manager can provide the current list of excluded destinations. This list is subject to change based on the insurance provider's coverage.
Enabling Flosurance
Insurance must be enabled in your account preferences before it can be applied to orders.
Enable in Preferences
- Click your profile icon → Account Management → Preferences
- Go to the Orders sub-tab
- In the Insurance section, toggle the setting on
- Review the terms of service and click Continue
The insurance rate, coverage limits, and terms are displayed on the preferences page before you confirm.
Note: If you do not see the Insurance option, contact your Account Manager to enable it.
Applying Insurance to Orders
Automatic Insurance (Recommended)
Use Automation Rules to apply insurance automatically to orders that match your criteria.
[pref som_via_automation_rules] 1. After enabling insurance in preferences, click Visit Automation Rules 2. Click the + button to add a new rule 3. Set a condition for which orders to insure: - To insure all orders: use a generic condition like "order value > 0" - To insure specific destinations: add a country condition - To insure high-value orders only: add a value condition 4. Select the Insure Order action 5. Click Save [endpref]
[pref !som_via_automation_rules] Contact your Account Manager to set up automatic insurance rules for your account. [endpref]
Manual Insurance
You can manually insure individual orders:
For new orders: - During order creation, click the Insure Order option
For existing open orders: - On the Orders list, select orders and use the Insure Order action - Or open an order and click the Insure Order button on the order detail page
The system shows the estimated insurance cost before you confirm. Click Approve to apply.
Note: Insurance can be applied before fulfillment. Once an order is fulfilled with insurance active, the policy is created automatically.
Canceling Insurance
Insurance can be canceled any time before the package leaves the originating address (before fulfillment).
- On the order detail page, click Disable Insurance
- On the Orders list, use the insurance icon to disable coverage
Once the order is fulfilled, insurance cannot be canceled.
Viewing Insurance on Orders
On the order detail page, the Insurance section shows:
| Field | Description |
|---|---|
| Insurance Status | Current status (see statuses below) |
| Coverage Amount | The insured value of the shipment |
| Insurance Cost | The premium charged |
| Insurance Policy | Link to download the policy document |
Insurance Statuses
| Status | Meaning |
|---|---|
| Not Applicable | Insurance is not enabled for this order |
| Planned | Insurance will be applied when the order is fulfilled |
| In Progress | Policy is being created |
| Insured | Active policy is in place — coverage applies |
| Failed | Policy creation failed — contact support |
| Canceled | Insurance was canceled before fulfillment |
| Referred | Policy is under review by the insurance provider |
Only orders with Insured status have active coverage.
Filing a Claim
If an insured shipment is lost or damaged, you can file a claim from the order detail page.
Prerequisites
A claim can be filed when: - The order status is Fulfilled - The insurance status is Insured - A claim has not already been submitted for this order
How to File
- Open the order detail page
- Scroll to the Insurance section
- Click View Form next to the claim form
- Fill in the required information:
- Contact details
- Nature of loss (damage type or non-delivery)
- Description of the loss
- Affected items and quantities
- Bank details for claim payout
- Upload supporting documents:
- Photos of damaged goods (required for damage claims)
- Courier confirmation letter (required for non-delivery claims)
- Click Submit Claim
After Submission
- A claim form PDF is generated automatically
- The form and supporting documents are sent to the insurance provider
- The Insurance section shows Form Submitted — the claim cannot be edited after submission
- The insurance provider reviews the claim and contacts you with the outcome
Note: Claims cannot be modified after submission. If corrections are needed, contact the insurance provider directly.
Required Documents by Claim Type
| Claim Type | Required Documents |
|---|---|
| Damaged goods | Photos showing the damage |
| Missing / Non-Delivery | Confirmation letter from the courier |
Claim Timeframes
Claims should be filed as soon as the loss or damage is discovered. Check the policy document for specific time limits on claim filing.
Insurance Charges on Invoices
Insurance costs appear on your invoice under the Insurance Cost column for each shipment. They are also visible in the Pending Charges section before invoicing.
See Invoices for invoice details and Billing Overview for pending charges.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Insurance option not visible in preferences | Account not yet enabled for insurance | Contact your Account Manager to enable Flosurance on your account |
| Insurance cost changed since last shipment | Product insurance value or rate card updated | Review product insurance values in Inventory → Products or contact your Account Manager for current rates |
| Claim form not available on order | Order not yet fulfilled or insurance status is not Insured | Verify order is Fulfilled and insurance status shows Insured before filing |
Related Documentation
- Billing Overview — view insurance charges
- Invoices — insurance costs on invoices [pref som_via_automation_rules]
- Automation Rules — set up automatic insurance [endpref]
- Orders Overview — manual insurance on orders
- Shipping Policy — claims for uninsured shipments
- Contact Support — get help with claims
FAQs
How much does Flosurance cost? The insurance cost is a percentage of the insured value. The exact rate is shown when you enable insurance in your preferences. Contact your Account Manager for your specific rate.
What is the maximum coverage amount? The maximum coverage per shipment is shown when you enable insurance in your preferences. Contact your Account Manager for higher coverage limits.
Can I insure all my orders automatically? Yes. Enable insurance in preferences, then set up an automation rule with the Insure Order action. Use a generic condition like "order value > 0" to insure all orders, or add destination or value conditions for selective coverage.
What happens if I cancel an order with insurance? If the order is not yet fulfilled, insurance is not active — no premium is charged and the insurance status reverts. Insurance coverage only starts when the package leaves the originating address.
How long does a claim take to process? The insurance provider's review timeline varies by claim type and complexity. Contact your Account Manager for the current processing timeframes.
What if my claim is denied? The insurance provider will provide a reason for the denial. Contact your Account Manager to discuss appeal options.
Can I file a claim for a delayed shipment? No. Flosurance covers loss and damage, not delay. Contact support to investigate delayed shipments — see Tracking Overview.
Where can I see my insurance policy document? On the order detail page, in the Insurance section, click the Insurance Policy link to download the policy document.