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A global leader in cloud-based logistics and supply chain solutions, Descartes delivers the industry’s most comprehensive offerings across transportation management, e-commerce shipping and fulfillment, customs and regulatory compliance, and more. Before partnering with Cover Genius, the Descartes ShipRush shipping solution utilized a traditional insurer that provided limited coverage, a clunky sign-up process, and manual claims processes that resulted in lengthy delays for shippers. As a result, the take rate for shippers was below par, and growth opportunities were not being realized. Working with Cover Genius, Descartes was able to create a more comprehensive but easy-to-use and quick-paying protection solution that, in its first year, grew the attach rate 20 times more than the previous solution.

In 2020, Descartes partnered with us to create Total Shipping Protection to protect Descartes ShipRush customers and provide frictionless coverage across all shipments anywhere in the world. A truly global solution was critical for ShipRush as its customers operate worldwide. Descartes ShipRush customers now benefit from a decrease in claims processing times from +20 days to 24 hours†, ending with instant payments of approved claims in 90+ currencies, plus smarter pricing and a frictionless experience capstoned by a one-click sign-up process. Customers also get a better policy that automatically covers return shipping and re-shipping. Shippers have responded favorably to the changes, with a post-claims Net Promoter Score of +65‡, a score that tops the industry league tables.

“Cover Genius’ XCover platform helps us create a seamless delivery experience, and when things go wrong, they can replace their items immediately and protect their margins,” said Troy Graham, Vice President E-commerce at Descartes.

Enabling opt-in at every touchpoint

Total Shipping Protection is offered across multiple touchpoints, from single orders to new signups and API partners, with frequent reminders via eDMs, notifications, modals, and sales calls. The Cover Genius team creates scripts, conducts audits, and facilitates training and webinars to help ensure messaging is compliant, and that actionable feedback is fed back into the policy development process.

In fact, these feedback loops led to a novel expansion of the partnership, with Descartes ShipRush recently releasing LTL Protect, a policy that covers “Less Than Truckload” shipments. Those shippers that are already opted into Total Shipping Protection are also now covered for LTL, while those in the LTL space are encouraged to opt in using the seamless setup process that has been honed for merchants. 

Boosting attach rates using XCover

Total Shipping Protection added an extra revenue stream for Descartes ShipRush and accelerated the claims process and attach rate. Total Shipping Protection quickly became the top choice for merchants looking to protect their shipments.