Peace of Mind, Every Time

How To File A Claim? 

How Long Does It Take To Approve A Claim? 

Once we have all requested information, the claim will take around 1-2 weeks to process by the insurance carrier. This timeframe is only an estimate and actual processing times may vary.

Claim Requirements

All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of or released to the carrier before a claim is completed as detailed photographs will be required to prove damage was caused during transit.

Concealed damage allows for the discovery of loss or damage up to 14 days after final delivery. The loss is deemed to have possibly occurred during the insured transit. Discovery of loss or damage occurring 15 days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered. If your item arrives with damage DO NOT ATTEMPT INSTALLATION. Any products that are found to be installed on a vehicle before reporting damages to XGENAUTO will not be covered for damages as the damage cannot be guaranteed to be attributed to shipping damage. 

All claims must be submitted to XGENAUTO within 14 days of delivery. If a claim is submitted on the 15th day after delivery it will not be covered.

If your package requires signature and signature was successfully gathered by the carrier at the time of delivery you may not submit a claim for lost package as the carrier has verified that your package was delivered directly to a person at your location. Any lost claims submitted for a signed package will be denied.

Any packages that are lost or stolen from your property after marked as delivered are not covered under this insurance agreement. It is the customer's responsibility to provide a secure location to receive deliveries. 

Regarding Freight Shipments (LTL Carriers): Upon receipt, a BOL (Bill of Lading) will be presented to the customer for sign off. Any and all damages must be notated on this document in order to be claimable for shipping insurance. If damages are not notated on the BOL, they cannot be claimed and will not be covered.

Freight shipments must be thoroughly inspected prior to signing the delivery receipt/Bill of Lading (BOL). Any visible damage must be noted on the delivery receipt and acknowledged by the driver at the time of delivery. Failure to document visible damage on the delivery receipt may result in denial of coverage for that damage claim.

Concealed damage on freight shipments must be reported within 5 days of delivery. Claims filed after 5 days (up to 60 days) will still be reviewed, but the shipper must provide proof that the damage occurred during transit. Claims filed after 6 days with a clean un-notated Proof of Delivery (POD) may be void.

Signature may be required for replacement item delivery. Replacements are not eligible not be covered by XGENAUTO Shipping Protection Guarantee* 

During Transit refers only to the time of ordering up until time marked as delivered by the carrier

CLAIM REVIEW & RESOLUTION

Once all requested information has been received, claims generally require approximately 1–2 weeks for review by the Shipping Protection administrator.

XGENAUTO and/or the Shipping Protection administrator reserve the right to determine claim eligibility, required documentation, claim value, and the appropriate resolution method based on the evidence submitted. All determinations are made in good faith based on the available documentation and circumstances of the claim.

Approved claims may be resolved through replacement parts, replacement components, repair reimbursement, partial refund, store credit, or full product replacement, depending on the nature and severity of the documented loss or damage.

Replacement shipments are not covered under XGENAUTO Shipping Protection and may require a signature upon delivery.

PROPORTIONAL DAMAGE RESOLUTION

Shipping Protection is intended to compensate customers only for the actual documented loss or damage sustained during transit and is not intended to provide compensation exceeding the reasonable value of the loss.

Approved damage claims will be resolved in a manner proportionate to the nature, extent, and severity of the documented damage.

Cosmetic imperfections, minor scratches, chips, scuffs, paint blemishes, abrasions, packaging marks, or other non-structural damage that do not materially affect the fitment, structural integrity, intended function, or safe use of the product may be resolved through a partial refund, repair allowance, touch-up reimbursement, replacement component, or another reasonable remedy deemed appropriate by XGENAUTO and/or the Shipping Protection administrator.

Full product replacement or full reimbursement will only be provided when the documented damage materially impairs the product's intended function, structural integrity, or usability and cannot reasonably be resolved through repair, replacement components, or partial compensation.

XGENAUTO reserves the right to replace only the damaged item, component, or portion of an order when doing so adequately resolves the claim. Customers shall not be entitled to replacement or reimbursement of unaffected items, components, or products.

If only a portion of an order is lost or damaged, coverage shall be limited to the affected item(s) or component(s). Customers shall not be entitled to replacement or reimbursement of unaffected items within the same shipment.

FREIGHT SHIPMENT REQUIREMENTS

Freight shipments must be thoroughly inspected before signing the delivery receipt or Bill of Lading ("BOL").

Any visible damage, shortage, or irregularity must be clearly noted on the BOL and acknowledged by the delivery driver at the time of delivery.

Failure to document visible damage on the BOL may result in denial of coverage for that damage claim.

Concealed freight damage must be reported within five (5) days of delivery. Claims reported after five (5) days may require additional evidence demonstrating that the damage occurred during transit.

Claims filed after sixty (60) days from delivery will not be considered.

CUSTOMER DUTY TO MITIGATE

Customers must take reasonable steps to prevent additional loss or damage after discovering a covered issue.

Shipping Protection does not cover additional damages resulting from continued use, improper storage, improper installation, modification, neglect, misuse, or failure to reasonably protect the product after the initial loss event.

Products that arrive damaged must not be installed or used prior to reporting the damage to XGENAUTO. Installation or use of a damaged product may result in denial of coverage if the cause or extent of the damage can no longer be reasonably verified.

CUSTOMER DUTY TO COOPERATE

Customers must fully cooperate with any investigation conducted by XGENAUTO, the carrier, law enforcement, or the Shipping Protection administrator.

Failure to provide requested documentation, photographs, statements, police reports, inspection reports, packaging materials, or other reasonably requested information may result in claim denial.

INSTALLATION, LABOR & CONSEQUENTIAL DAMAGES EXCLUSION

Shipping Protection covers only the physical product purchased from XGENAUTO.

Labor costs, paint costs, refinishing costs, installation costs, removal costs, rental vehicle expenses, towing expenses, loss of use, shop fees, storage fees, diagnostic fees, diminished value claims, lost income, or any other incidental, indirect, special, or consequential damages are not covered unless expressly approved in writing by XGENAUTO.

FRAUD, ABUSE & DUPLICATE RECOVERY

XGENAUTO reserves the right to deny any claim where evidence suggests fraud, abuse, misrepresentation, intentional damage, duplicate claims, chargebacks, or attempts to obtain compensation exceeding the actual documented loss.

Customers may not simultaneously pursue reimbursement through Shipping Protection, the carrier, a credit card issuer, PayPal, Affirm, Shop Pay Installments, or any other third party for the same loss. Any approved claim payment may be reduced, offset, or denied to prevent duplicate recovery.

Submission of false, misleading, altered, incomplete, or fraudulent information may result in immediate denial of the claim and forfeiture of any Shipping Protection benefits.

GENERAL EXCLUSIONS

This program does not provide coverage for the following:

A. Accounts, bills, currency, cash in transit, evidence of debt, checks, money orders, cash on delivery (COD) payments, coins (collectible coins are not excluded), securities and other negotiable papers, tickets, deeds, notes, gift cards, manuscripts, documents, neon items, hazardous material (per UPS Hazardous Materials List), televisions, monitors, screens, perishable cargo or similar property, eggs, any stone or ceramic slabs, automobiles, motorcycles, live animals, flowers, plants, seeds, cigarettes/cigars, cotton, tobacco, windows, plate glass, stained glass, and float glass.

Additionally, collectible coins, comic books, sports cards and similar that are being shipped to be graded and have their value established are excluded. Collectible coins, comic books, sports cards, and similar are not excluded if they have already been graded and have their value established or if they were sold under a paid, Recent Invoice or have a Recent Appraisal.


B. Shipments sent to Afghanistan, Angola, Bolivia, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela. Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.

C. A package that requires a signature confirmation or signature required service that are not sent using the required signature service are excluded from coverage.

D. Loss, damage, shortage, or non-arrival of any package and its contents which is addressed incorrectly or packed insufficiently to withstand the normal rigors of transit.

E. Merchandise shipped on consignment, memorandum, or approval unless shipped in fulfillment of an order. Shipments of gifts are not excluded, provided they have a pre-shipment Recent Invoice or Recent Appraisal.

F. Merchandise shipped as part of a barter or trade transaction with no monetary exchange.

G. Loss, damage, shortage, or non-arrival of any package and the contents when it is obtained by trick, false pretense, or other fraudulent schemes.

H. Loss, damage, shortage arising out of loss of market, delay, loss of use, clean-up costs, decay, inherent vice, or other deterioration, any remote or consequential loss, whether or not arising out of a peril insured against or changes in temperature or humidity.

I. War Exclusion, Atomic and Nuclear Exclusion:

In no case shall this program cover loss damage or expense caused by:

War, civil war, revolution, rebellion, insurrection, or civil strife arising from, or any hostile act by or against a belligerent power;

Capture, seizure, arrest, restraint or detainment (piracy excepted), and the consequences of or any attempt of;

Derelict mines, torpedoes, bombs, or other derelict weapons of war. In no case shall this program cover loss damage or expense arising from the use of any weapon of war employing atomic or nuclear fission, fusion or other like reaction or radioactive force or matter.

J. Mechanical and Electrical Derangement or Mechanical Breakdown - Loss of or damage due to mechanical, electrical, electronic derangement or refrigerated breakdown unless there is evidence of external damage to the package or its packaging. Data files and installed computer programs are not covered for erasure, corruption, or loss.

K. American Institute of Marine Underwriters Extended Radioactive Contamination Exclusion clause.

L. American Institute of Marine Underwriters Chemical, Biological, Bio-Chemical, Electromagnetic, and Cyber Weapons Exclusion clause.

M. Shipments involving illegal or controlled substances are excluded from coverage.

N. Pollution

This program does not apply to any damage, expense, cost, loss, liability or legal obligation arising out of or in any way related to pollution, however caused. Pollution includes the actual, alleged or potential presence in or introduction into the environment of any substance if such substance has or is alleged to have, the effect of making the environment impure, harmful, or dangerous. Environment includes any air, land, structure or the air therein, watercourse or water, including underground water. We will have no duty to defend any suit arising out of or in any way related to pollution.

O. Shipments sent through owned, leased or rented vehicles that are not commercial businesses.

P. Sanction Limitation and Exclusion Clause

No (re)insurer shall be required to provide cover and no (re)insurer shall be liable to pay any claim, provide any benefit or pay any other amount to the extent that the provision of all or any part of such cover, payment of such claim , benefit or other amount by the (re)insurer would cause that (re)insurer to breach any sanction, embargo rule, law, regulation, prohibition or restriction imposed by the United Nations Security Council, or any trade, embargo or economic sanctions laws or regulations of the European Union, the United Kingdom or United states of America.