Secursus Reviews 435

I strongly warn everyone against using Secursus for insuring their shipments. My experience with them has been nothing short of a complete nightmare.

My insured package was not delivered, and despite providing every document they requested, including a completed police report for the missing parcel, my claim was denied on unreasonable technicalities that were apparent from the start. They wasted my time by continuously asking for more paperwork, only to reject the claim in the end. UPS confirmed the package was lost and that they had no proof of delivery. However, Secursus refused to take any responsibility or even offer a partial refund. Instead of supporting their loyal customers, they seem to actively search for loopholes to avoid paying out. What makes this even more frustrating is that multiple Trustpilot reviews indicate Secursus has offered goodwill compensation to other customers despite not meeting all conditions. So why this unfair and inconsistent treatment?

I have insured more than 60 parcels with Secursus in the past 9 months. This was the first time I had to submit a claim, and yet they have treated me with nothing but disregard. As a small business owner, this situation has cost me a lot—not just financially, but also in lost trust and wasted time. And what did Secursus do? Offer zero support.

Not only did they refuse to help, but now they are completely ignoring me. They have stopped responding via both email and chat, leaving me completely in the dark. It is absolutely unacceptable to abandon a customer in this way after taking their money for supposed "insurance."

No one should use a company that treats their valued customers like this. If you’re considering using Secursus to insure your shipments, DON’T. If something goes wrong, they will do everything possible to avoid paying you a cent.

I will never use Secursus again, and I strongly advise others to stay away unless you want to waste your money and lose your time.

EDIT; My Response to Secursus:
Secursus, your response is both misleading and inconsistent with the facts. Let’s break it down:

1. Regarding the "Luxe" Label:
- Nowhere on the package was there any mention of the actual contents or their value. A generic term like "Luxe" does not indicate what was inside. If a single word is enough to deny a claim, you should make that explicitly clear before taking customers' money.

2. Regarding the Claim Submission Timing:
- I submitted the claim immediately after my customer informed me that the package had not been delivered. I followed all procedures correctly.
- You dragged out the process by continuously asking for more documents, including a police report, only to deny the claim based on so-called "technicalities" that were already clear when I first submitted it.
- The evidence is clear – the package was never delivered: everything points to the fact that the package was never delivered. UPS has confirmed that they have no proof of delivery and consider the package lost. A legitimate insurance company would step in to assist its customers in such cases, not look for loopholes to deny their claims.

3. Selective Goodwill:
- Secursus states: "While we occasionally make commercial gestures for our customers, the deviations in this case were too significant for any accommodation to be possible." This statement only confirms my point - Secursus chooses when to make exceptions, meaning it’s not about strict policy enforcement, but rather selective goodwill.

Lastly, your complete silence via email and chat speaks volumes. A professional company does not ghost customers when they seek fair resolution. If you genuinely cared about fairness, you would engage with me instead of hiding behind copy-pasted policies when it's convenient for you.

Your actions prove that Secursus is not a trustworthy insurance provider. Instead of offering real protection, you profit from customers and look for loopholes to deny valid claims.

Let this be a warning to anyone considering using Secursus: if something goes wrong, they will not have your back.

I have use the Package insurance for a Great Package with a lot of Items. One Item arrived with a damage. I have opened a claim and the Package insurance Paid the Item very fast. Thanks

Very good experience so far. Just had an important high value shipment to be insured and they were the only one doing it. Helped me a lot. The shipment arrived fine regardless but I wouldn’t be able to send my item without their service.

Item was sent via Royal Mail and arrived damaged. Royal Mail refused to pay out compensation but thankfully I’d used secursus and they stepped in to pay full compensation quickly. Will continue to use this company when I post parcels as they are excellent

I’ve used Secursus regularly over the years as it’s a great way to fully insure parcels and costs way less than the courier insurance. The measure of a good co is when they go that extra mile to help. Through no fault of their own, issues have occurred with uncollected parcels etc and they have always helped by return. V happy and will continue to use them.

I have used Secursus to insure guitars in transit within the UK for a number of years. I had never needed to rely on the cover until last month, when ParcelFarce (typo intended), managed to damage a guitar in transit.

Insuring with Secursus is incredibly easy and affordable. Raising a claim with them via their online portal is also really straight forward. I found Marie in their customer services team to be really helpful and responsive. They resolved my claim quickly. I’ve received an excellent service and wouldn’t hesitate to recommend them.

I've just received fantastic service from Secursus after a string of mess ups by Parcelforce. I've insured numerous parcels in the past with Secursus (when sending with Parcelforce) without the need to call on them. This year (2025) I've sent 3 parcels, 2 sent to the wrong depot therefore delayed, and 1 damaged in transit. I claimed on the damaged one, Parcelforce admitted fault but wouldn't pay out but Secursus did. It was a partial refund but that's all I asked for (to cover the damages). Marie on the claims line was great (you do it all through a message portal). They paid out 3 days after Parcelforce's ruling. If you're sending anything of value through Parcelforce, this insurance plan is the way to go. Very satisfied.

Great experience with Secursus. Answered all my questions promptly and was quick to help me with some issues I had through my own fault. Highly recommend if you’re looking for insurance for high value goods.

We had shipped 3 sequential graded Pokémon cards from the UK to Germany via ParcelHero using Fedex. Unfortunately, despite packing the items safely, two of the graded cards were damaged in transit. This meant that the sequential set was ruined, and we had to refund our customer.

Marie from Secursus was great. We provided all the required evidence, and explained why this damage affected the entire set and therefore the whole sale. I believe a key element was that the carrier and shipping broker accepted that damage had been done in transit. This experience emphasised the importance of making sure the package is securely packed, then taking all the necessary photos!

Overall, a really good experience and will definitely be using Secursus again.

I have used Secursus a number of times to insure guitars that I have sent, after they were recommended to me by a professional guitar trader a number of years ago.
The process of insuring the packages has always been straightforward and very reasonably priced, but until this past few weeks I have never had cause to actually put them fully to the test by making a claim.
However, unfortunately ParcelForce managed to lose a £1,000 PRS guitar in transit to someone who had bought it from me.
I was very dubious and sceptical about how the process might go, and nervous that I would be left out of pocket, but am very pleased to say that my fears were totally unfounded.
Maria from Secursus provided very clear instructions, requests for information and documentation, and commentary throughout the process, and I am pleased to say that they paid out the value of my claim with minimal stress or administrative burden. All of the requests for info were reasonable, and easy to provide, and I cannot rate them highly enough, and will definitely continue to use them (although hope to never have to claim again).

Abysmal service. Not UK registered, so no FCA coverage. Refused to pay out on a claim despite following the advice in the confirmation email. They wouldn’t allow me to even raise a complaint as they claim they have no responsibility to as they aren’t based in the UK. Definitely won’t be using them again.

Easy refund when I needed to cancel insurance on a voided label.

Excellent service

I'm glad I found this Company a few years ago - I regularly ship guitars & amps both within the UK & internationally - it's rare that things go wrong but thankfully when they have Secursus have sorted things out quickly, easily & professionally. I wouldn't hesitate to recommend them, in fact I do recommend them to everyone I know who is shipping anything of value.
Shout out to Marie, who replies to queries in a timely manner & is very helpful.
5 stars all round.

I made a mistake on my booking with the reference number. I contacted customer services using the online form and Marie quickly corrected my error and confirmed that it was done.

I’ve been using Secursus for a couple years now to insure my watches when shipping them to clients. They have answered all my enquiries fast and very professional. Great trusted insurance partner!

It is very simple and easy to use and the team has been fantastic with answering all my questions.

Easy and painless claim procedure!

Although there were some delays between updates, I can't fault the claim process that was easy and relatively painless. Nice friendly staff. Keep your photos and documentation and you won't go wrong.

Thanks!!