Disastrous claim process with Secursus
My experience with Secursus has been extremely deceitful and disappointing, to say the least. Please, if you need peace of mind when shipping high-value items, mark my words and do not deal with Secursus. They are extremely dishonest and their main priority is to find ways to decline claims. I have insured 36 high-value parcels with Secursus, since 2023. I initially chose to insure all my parcels with them because of the straightforward and easy process they promote. I have read carefully throughout the website, from the packaging instructions, FAQ and any relevant information. Everytime I ship an item, I always make sure to purchase Secursus insurance before midnight, take countless pictures of the items before packaging them, take pictures of box and labels, make sure I have proof of value and comply with the instructions mentioned. Secursus is the reason why I started to pay for UPS pick-up (even though there is an access point 5 minutes from my house and literally one adjacent to my office building). June 30th, 2026, I shipped a package with UPS that ended up lost. I requested a pick-up from UPS, got e-mail of completion of the pick-up but the driver did not scan it. This shipment was insured with Secursus, so I opened a claim as soon as UPS started the investigation. To begin, the claims process was extremely and unnecessarily slow. My claims representative typically replied only once a day, asking one question at a time. I responded promptly to every request, yet each answer was followed by another long wait. This significantly prolonged the handling of my claim. My package was lost by UPS. Although there was no pickup scan, I had a completed pick-up request confirming UPS picked up a package at my place. Accordingly to the rep, that was not acceptable because there was no pick-up scan and no proof that was the actual package that was picked-up. UPS completed its investigation and acknowledged that the parcel had been lost in a letter. I uploaded that letter and let them know. From reviewing Secursus FAQ, the most important thing when filing for insurance is having a proof of value. I submitted the retail receipt of the 2 bags I shipped and insured with the initial set of documents submitted. Still according to Secursus, shipment between individuals is allowed provided there second-hand goods. Despite providing all the documentation requested throughout the process, my claim was ultimately denied because I could not provide proof of payment of the recipient prior to the shipment of the goods. The rep used it as a reason to deny my claims, saying “ Here is what is stated in our T&Cs : For Second-Hand Merchandise: A sales invoice or written sale agreement stating the value of the Merchandise, dated less than two (2) months from the Pick-Up Date, accompanied by proof of payment confirming that the Recipient has paid the Shipper for the declared amount.” However, when I went myself to verify the terms and conditions, there was no condition that the recipient issued payment to the shipper. Here is what is written under the section 8.3 Declared Value Requirements: “- For Second-hand Merchandise: A sales commercial invoice or a written agreement stating the value of the Merchandise, dated less than two (2) months from the Pick-up Date, matching the insured amount.” The invoices submitted were less than 2 months. I took a timestamp screenshot of both the French and English versions, printed the T&Cs in PDF and went to the code source of the page to have a timestamp record of what is written on the website. I also did a screenrecording on my phone, showing me navigating on the website, in both English and French. As a French company, Secursus is subject to French consumer and contract law. In particular, the principle of good faith in the performance of contracts (Article 1104 of the French Civil Code) requires contracts to be performed loyally and fairly. In addition, ambiguous contractual clauses are generally interpreted against the party that drafted them (Article 1190 of the French Civil Code). Overall, I am just disgusted and disappointed, first for giving them my money all these years, and second for all the time I have spent carefully packaging items and following their instructions for my claim to be unjustly denied. I have already filed a complaint with the French consumer authority (DGCCRF). If you plan to use Secursus, please don’t. I repeat, all they care about is to find ways to deny claim and it’s not easy and straightforward to file a claim with them as they pretend.