Route Shipping Protection
What it covers, what it excludes, and how claims pay. Quoted from the wording.
Wording reviewed October 2026 · 6 sources
Quick answer
Route Shipping Protection is offered to shoppers at checkout. It is backed by a marine cargo policy (No. 26-1) in Route App, Inc.'s name, secured through Artex Risk Solutions with Seg Insurance Ltd. Route's terms say it covers purchases lost or damaged in transit or 'porch pirated', up to $5,000 per package ($2,500 for laptops, tablets, phones and watches). Route alone decides whether a claim is settled by replacement, repair or refund. Only a non-binding summary of the policy is public.
- Wording you can read Partner terms only; policy not public
- Who carries the risk Named insurer, licence status not shown
- Porch theft Covered, with conditions
- High-value goods Covered up to a lower cap
- Pays without the carrier Pays first, carrier not required
- Claim rules Deadlines stated, payment time not
At a glance
- Sold by
- Route App, Inc., through merchants' checkouts; the shopper usually pays a 'Route premium' unless the merchant provides it at no cost.
- Claims handled by
- Route (claims at claims.route.com); Route Insurance Solutions, LLC is Route's licensed producer.
- Risk carried by
- Seg Insurance Ltd. (via Artex Risk Solutions) (Named insurer; licence status not shown)
- Max per parcel
- $5,000 ($2,500 for packages containing a laptop, tablet, mobile/smart phone or watch)
- Relationship to carrier
- Pays first; carrier claim not required
- Wording available
- Partner terms only
The policy is in Route App, Inc.'s name; shoppers are not insureds. Our review found Seg Insurance Ltd. listed as a Bermuda company but could not confirm its licence class or a US fronting insurer. It is not on the NAIC alien insurer list our review checked.
“Coverage is secured via Artex Risk Solutions through Seg Insurance Ltd. and policy number 26-1.”
Does Route cover porch theft?
Route's terms say porch-pirated purchases tracked through Route are covered. The claim must be filed within 30 days of the 'delivered' scan (Route's terms add a 5-day wait first), and a police report, affidavit or security video may be required.
“The Route Policy extends coverage to online purchases that are lost or damaged while in transit or, "porch pirated" where the transportation of such purchases is tracked through Route.”
Jewelry, watches, laptops, and phones
Laptops, tablets, mobile/smart phones and watches are covered but capped at $2,500 per package. Jewelry valued over $1,500 and precious stones and metals are excluded unless agreed in writing.
“are insured against "All Risks" of physical loss or damage from any external cause, except for the exclusions listed below. However, the limit of liability for any one shipment shall not exceed $2,500.”
What it excludes
Jewelry over $1,500, precious stones and metals, cash, negotiable papers, securities
“The following commodities are excluded unless agreed upon in writing by the Underwriter:”
Route Insurance Policy Summary · Excluded Commodities Perishable commodities, pharmaceutical drugs, flowers, live animals, tobacco
“Perishable commodities”
Route Insurance Policy Summary · Excluded Commodities (unless agreed in writing) Fine art over $10,000 per piece
“Fine arts (valued in excess of $10,000 per piece)”
Route Insurance Policy Summary · Excluded Commodities (unless agreed in writing) Used goods are insured on FPA terms only (theft/non-delivery of a whole shipment needs extra premium)
“are insured subject to FPA terms.”
Route Insurance Policy Summary · Special Commodity Insuring Conditions - USED GOODS Electrical, electronic or mechanical derangement unless caused by an insured peril
“Electrical, electronic and/or mechanical derangement unless the Assured is able to demonstrate that such damage is the result of a peril insured against.”
Route Insurance Policy Summary · General Coverage Exclusions Poor packing, but only when done by the party making the claim
“Insufficiency or unsuitability of packing or preparation of the goods insured to withstand the ordinary incidents of the insured transit, but only where such packing or preparation is carried out by the party presenting the claim for payment”
Route Insurance Policy Summary · General Coverage Exclusions Delay and loss of market
“Loss of market or loss, damage, expense or deterioration arising from delay, whether caused by a peril insured against or otherwise.”
Route Insurance Policy Summary · General Coverage Exclusions Shipments to or from sanctioned countries; cover ends at discharge for Haiti, Nigeria, Pakistan and CIS
“shipments to/from Afghanistan, Iran Iraq, Libya, Somalia, Sudan, Syria and Yemen are excluded entirely.”
Route Insurance Policy Summary · Geographical Limits Domestic shipments outside the US and Canada unless endorsed
“Also including domestic shipments within the United States and Canada. All other domestic shipments are excluded unless specifically endorsed heron.”
Route Insurance Policy Summary · Geographical Limits Pre-shipment and fulfillment problems, wrong address, customs holds, returns to sender (Route help page)
“For any fulfillment issues that occurred prior to shipping, Route's Shipping Protection doesn't apply.”
Why was my customer’s claim denied? – Route · Why was my customer's claim denied? - Wrong / missing items Orders where the shopper already started a chargeback
“If customers have already initiated a chargeback request, Route is unable to resolve their claim.”
Why was my customer’s claim denied? – Route · Why was my customer's claim denied? - Chargeback in process
How and when claims pay
Route pays the claim and keeps the exclusive right to recover from the carrier; the terms do not ask the shopper to claim from the carrier first.
“If there is a Loss while the package is under the control of a Common Carrier including but not limited to FedEx, UPS, USPS, or DHL, and Route makes a payment to You related to that Loss, Route shall have the exclusive right to seek recovery from the Common Carrier.”
Deadlines
Lost parcels (not marked delivered): file no sooner than 7 days after the last tracking checkpoint (20 days international) and no later than 30 days from that checkpoint.
“must be filed no sooner than 7 days after the last shipment checkpoint date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the last checkpoint.”
Route Insurance Policy Summary · Claim Filing Requirements Parcels marked 'delivered': file within 30 days of the delivered date. Route's terms add that the claim can't be filed until 5 days after the delivered scan.
“Claims for packages marked by the carrier as "delivered" must be filed within 30 days from the date and time shown by carrier as delivered.”
Route Insurance Policy Summary · Claim Filing Requirements All other claims: file as soon as discovered, and no later than 365 days from the purchase date.
“All other claims should be filed as soon as discovered but in no event later than 365 days from the purchase date.”
Route Insurance Policy Summary · Claim Filing Requirements Route closes a claim if the customer does not answer its claim correspondence within 10 days (help page).
“If a customer does not respond to a claim correspondence from Route within 10 days, Route will automatically close the claim.”
Why was my customer’s claim denied? – Route · Note
Payment time
The wording we reviewed does not state when claims are paid.
“In the event of a covered loss, Underwriter, or Route, shall approve that the merchandise be either replaced, repaired or refunded based on the sole advisement of Route.”
What changed recently
2026-01-01 The wait before filing a lost-parcel claim now runs from the last tracking checkpoint instead of the scheduled delivery date.
“must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments”
Route Insurance Policy Summary 24-1 (Wayback 2024-12-17) · Claim Filing Requirements 2026-01-01 New settlement terms: Route alone decides whether a covered loss is replaced, repaired or refunded, and multi-part machines are limited to the cost of the damaged part plus shipping.
“In the event of a covered loss, Underwriter, or Route, shall approve that the merchandise be either replaced, repaired or refunded based on the sole advisement of Route.”
Route Insurance Policy Summary · Settlement Terms 2026-01-01 A duty-of-cooperation clause was added (documents, system access, and statements under oath from Route personnel).
“The Assured will keep Underwriter and its agents fully informed of all facts and make available all documents within the Assured's custody”
Route Insurance Policy Summary · Duty of Cooperation 2026-01-01 Raw cotton was removed from the excluded list, and air-shipped frozen food no longer appears as 'on application only'.
“Raw cotton”
Route Insurance Policy Summary 24-1 (Wayback 2024-12-17) · Excluded Commodities
What we couldn't confirm
- The full Marine Open Cargo Policy 26-1 and its endorsements are not public; the summary 'confers no legal or contractual rights'.
- Policy year 25-1 (2025) was not retrieved.
- No certificate is issued to shoppers or merchants in the documents held.
- Claim timing for 'delivered' parcels conflicts. Route's terms require a 5-day wait after the delivered scan; the 2024 and 2026 policy summaries have no wait. Our review records that Route's terms say protection 'is subject to and strictly limited by the terms of the Route Policy', so the policy wording governs. That wording is not public.
- The policy summary says used goods are insured only on FPA terms (essentially total loss), and theft or non-delivery of a whole shipment needs extra premium. Route's terms and marketing promise 'porch pirated' cover without mentioning this limit.
- The policy summary 'confers no legal or contractual rights', and the full policy 26-1 was not available. All coverage facts here come from the summary and Route's terms.
- Seg Insurance Ltd.: our review found a Bermuda company of that name (OpenCorporates, a low-reliability source) and an Artex Axcell SEG Ltd. on the Bermuda regulator's list. A renaming is inferred, not confirmed. The insurer was not found on the NAIC alien insurer list, and any US fronting insurer is undisclosed.
- Route's help-centre sanctions list (it adds Armenia, Belarus, Ukraine and others) is broader than the policy summary, which fully excludes eight countries and ends cover at discharge for Haiti, Nigeria, Pakistan and CIS countries.
- Route's records note that an older downloadable Route PDF with different deadlines exists. It is not used as current.
- The summary says the policy's frozen-foods terms are 'All Risks', but it also lists 'Perishable commodities' as excluded. The summary does not reconcile the two.
Frequently asked questions
Does Route Shipping Protection cover porch theft?
Route's terms say purchases that are 'porch pirated' are covered when tracked through Route. File within 30 days of the 'delivered' scan (Route's terms say not before 5 days after it). A police report, affidavit or security video may be required.
What is the maximum Route will pay per package?
$5,000 per package or shipment, or $2,500 if the package contains a laptop, tablet, mobile/smart phone or watch.
Does Route cover jewelry?
Jewelry valued over $1,500 and precious stones and metals are excluded unless the underwriter agrees in writing. Watches are covered but capped at $2,500 per package.
How long does a customer have to file a Route claim?
For lost parcels, between 7 and 30 days after the last tracking checkpoint (20 days minimum for international). For parcels marked delivered, within 30 days of delivery. For other claims, no later than 365 days from purchase.
Who is the insurer behind Route?
Route's policy summary says coverage is secured via Artex Risk Solutions through Seg Insurance Ltd., under Marine Cargo Policy 26-1 in Route App, Inc.'s name. Shoppers are not insureds under that policy.
Does Route refund the protection fee when a claim is paid?
Route's help page says a refund excludes the cost of Route Shipping Protection. If you choose a reorder instead, Route says it covers the full replacement cost, including protection on the reorder.
Sources
- Route Terms & Conditions: Platform and Insurance Use partner_terms · Last Updated January 9, 2026
- Route Insurance Policy Summary partner_terms · Policy summary 26-1, 2026-01-01 to 2027-01-01
- Route Insurance Policy Summary 24-1 (Wayback 2024-12-17) partner_terms · Policy summary 24-1, 2024-01-01 to 2025-01-01 (historical)
- Why was my customer’s claim denied? – Route help · retrieved 2026-10-31
- Route how claims process works help · retrieved 2026-10-31
- Route refunds replacement and claims resolutions help · retrieved 2026-10-31
Insurrl doesn't sell insurance and isn't paid by any insurer. This page summarizes published wording; your own certificate, schedule, or account terms can change the result.