Secursus Omdömen 435

Very positive experience overall. I had a fragile glass item damaged in transit and Secursus handled the situation professionally and fairly throughout. Communication was clear, responses were polite and helpful, and the claim process was ultimately resolved smoothly.

A special thank you to Marie from customer service, who was extremely professional, understanding and responsive throughout the process. She took the time to review everything carefully and provided excellent support from start to finish. I highly recommend dealing with her.

I also appreciated the guidance provided regarding future shipments and packaging validation for fragile items. It is reassuring to deal with a company that takes the time to communicate properly with customers and review situations carefully.

Thank you again to Marie and the Secursus team for the support and assistance.

I am using them all the time and now that after some years, there was a claim. Secursus dealt with it in a very helpful manner, certain documents were needed and if something was not clear, their response was always friendly and useful. I have told others about Secursus, because it is not easy to find reliable insurance.

Try filing a claim with this company. They refer to their Terms & Conditions (T&C) on everything when making a claim. When their T&C is met they will keep adding additional term and conditions until you can’t meet one of them. Very Crooked Company! You will end up suing them I guarantee it!

prompt response from their CS. Problem solved. Thank you

Securus have down to earth prices for parcel insurance,
the customer support service is first class. I had a problem with a Royal mail collection they did not collect the parcel I had to rearrange and the tracking number was changed. Straight away Securus transferred the insurance to the new tracking number. No questions no fuss, that I feel is great customer service.

Secursus allowed me to purchase coverage for a Canada-to-Canada shipment using Canadian shipping information. I shipped a $30,000 watch believing it was insured, only to later learn that domestic Canadian shipments are excluded under their terms.
Their response was that customers are required to read and accept the terms before purchasing. They also said their system cannot determine the shipment route from a tracking number alone. That may be true, but it does not address the core issue: their purchase flow should allow customers to specify the origin and destination countries or addresses before buying coverage. That would immediately prevent ineligible shipments from being insured by mistake.
This is not a complicated technical fix. It is a basic form-design issue. If Canada-to-Canada shipments are not eligible, the platform should not allow Canadian customers to buy coverage for those shipments without a clear block or warning during checkout.
After I complained, Secursus offered to refund the premium. I appreciate the refund, but that does not fix the larger problem. The risk was not the premium I paid. The risk was believing a $30,000 parcel was insured when it apparently was not.
At no point did I expect that my parcel was not properly covered. The platform was even recommended to me by ChatGPT, which also did not recognize at the time that Canada-to-Canada shipments would not be covered.
Secursus may not intend to mislead customers, but the current process is misleading in practice. Until they fix the purchase flow so ineligible shipments cannot be covered by mistake, Canadian customers should be extremely careful.

Great service. Very thorough claims process so make sure you have all the required evidence before submitting. Can’t fault them

Parcelforce/Royal Mail lost a guitar I was sending to someone in their depot. Secursus paid out.

You do need to follow the Secursus T&C’s and process very carefully to ensure your claim is compliant, and this involves being very organised with lodging the claim and also with your paperwork and photos etc. part of the process involves getting Royal Mail to confirm they have lost the parcel & to pay their share (which is a very time consuming nightmare in itself!) but once you have all of that sorted Secursus will pay out.

The response times are pretty fast and helpful to guide you through the process.

So I would recommend the service but do make sure you are across the T&C’s and follow them.

Great communication and answered all questions quickly,

After 5+ years of using Secursus, I had my very first issue with a missing parcel that was marked as delivered by UPS, even though it never reached the recipient. According to the driver, the package was left behind a chair at the front door, but it was not there when checked. To make matters worse, a signature was required for delivery, yet the driver signed for the parcel himself.

I provided all the necessary details, including a text message from the driver confirming where the parcel was left, and opened a case with UPS. Throughout this process, Secursus handled my claim very professionally.

I’m very satisfied with how Secursus managed the situation and especially grateful that they honored the claim and provided a full payout. Their support (Marie and Romain) made a frustrating situation much easier to deal with. I would definitely recommend Secursus!

I had to deal with a lost international shipment (France → Italy) that got stuck for weeks with no updates from the carrier.
Throughout the process, Securus was responsive and professional. They clearly explained what documents were needed and followed up consistently. Even though the carrier investigation was slow and not very transparent, Securus handled the claim correctly and, once all requirements were met, processed the reimbursement.
In my case, this involved a significant amount (around €2,500), which was handled smoothly and in line with expectations.
The final payout was consistent with the insured value (minus the carrier compensation, as per policy), and the payment was completed as communicated.
Overall, a reliable service that does what it promises, even in complex cases where the carrier is not cooperative.

Bonjour,
Suite à problème de livraison d’une antiquité après passage à la douane, j’ai dû faire réparer par un expert.
Suite à cela Secursus a bien remboursé la réparation une fois effectué et facture acquittée

Réclamation auprès de Secursus le 15 février et dossier traité avec indemnisation sur mon compte bancaire le 28 mars. Colis Mondial Relay assuré via leur service, suite à une vente via Vinted. Sur les 3 articles envoyés, un a été abîmé lors du transport. Malgré toutes les preuves apportées à Vinted que le colis avait été fait avec soin, j'ai été obligée de rembourser l'acheteur partiellement. Mondial relay n'a pas voulu m'indemniser non plus. Heureusement Secursus a pris mon cas au sérieux et après envoi de tous les justificatifs, j'ai reçu une indemnisation à la hauteur de la valeur de l'objet abîmé (facture d'achat de l'époque). Je suis très satisfaite.

Almost instantaneous email response to my query regarding a mistake I'd made insuring a parcel. Quickly sorted the issue, and amended my document. Very impressed, I've used the parcel insurance service several times now and will contunie to do so.

We often use this insurance company to complement our insurance when it is a cheaper option than the carriers that we use. On one occasion, the carrier lost the parcel, and we made a successful claim.

Highly recommend Secursus insurance. They gave me complete peace of mind when sending an expensive item via Royal Mail Tracked 48. Emailed Secursus ahead of time and asked if they could insure my item (I am the seller). Apparently they do not generally insure items bought/sold through Ebay...but they made an exception in my case which I really, really appreciated - thank you Marie, Claims Manager. I followed the packaging advice to a T...and then added even more protective packaging. I also took lots and lots of photos of this process. Need not have worried at item delivered by Royal Mail without hiccups. As promised to Marie, I have written a glowing review and thank Secursus for their helpful customer service and promptness to my emails. 5* service.

Per Zufall, wollte eine eingeschriebene Postsendung mit Tracking versichern, habe ich erfahren dass viele Länder als Versandland Destination gar nicht abgedeckt sind. Trotzdem konnte ich auf der Homepage eine entsprechende Versicherung abschliessen und Prämie bezahlen. Warum werden bei der Dateneingabe die entsprechenden Länder nicht geblockt? Unseriös. Nachtrag, bekam die bezahlte Prämie erstattet.

top insurance company.
higher rate of claim paid

Review:
I’ve been insuring my international shipments with Secursus for quite a while, and this is the first time I’ve had to file a serious claim—so it was the real test, and it proved the coverage is genuinely worth it.

A shipment arrived damaged (handmade lampshades). UPS was a complete disaster to deal with: they investigated the damage themselves and then denied liability on “packaging” grounds, despite the outer box arriving structurally crushed. The process was opaque and exhausting.

Secursus, by contrast, was clear and responsive. They requested the correct documentation (photos, invoices, the carrier outcome letter), reviewed the file, and accepted the claim. Once bank details were provided, payment was made promptly.

Overall: professional, efficient, and fair service from Secursus—exactly what you want when the carrier lets you down.

Great customer service! All my packages are insured with Figural which gives me peace of mind.