Insights to Help Your Business

Shipping Claims Done Right Through the Power of Partnership

The UPS Store and UPS Capital join forces to flip customer sentiment

TUPPS associate handing box to customer

In a groundbreaking collaboration, The UPS Store and UPS Capital Insurance Agency have reimagined the way shipping claims are handled—giving customers an optimized digital post-shipping experience. The partnership is celebrating one year of success after introducing the user-friendly online claims portal, simplifying the entire experience. 

Since its implementation in September 2022, customer satisfaction has soared, increasing by an impressive 49+ points, according to UPSC surveys. This was achieved by keeping a pulse on customer and franchisee feedback through voice-of-the-customer surveys. When customer sentiment indicated a need for an enhancement or a change in process, the teams behind the claim portals went to work. 

The new seamless integration of advanced technology has not only streamlined the reimbursement process for shipping claims but has also set a new industry standard for hassle-free customer experiences in shipping.

Customers have taken notice of the enhancements. “The claims process was easy, and the response was quick,” one surveyed customer noted.

The streamlined technology helps most claims to be resolved within an average of just 4-5 days, providing fast reimbursements and reducing stress for customers.

“It is unbelievable how well this new system works,” one enthusiastic surveyed franchisee noted after the TUPSS claim portal launched. “Claims were by far the worst part of the job. I can’t tell you how much less stress we have in the day. Just knowing that our claims will not only actually be paid out, but also fast, has been a godsend. This has changed many people’s lives for the better.”

By leveraging advanced technology, The UPS Store and UPS Capital enhanced the claims experience most recently by revamping the lost packages process, allowing for extended searches and empowering customers with more control and satisfaction.

“We knew that UPS Capital’s track-record in risk mitigation and claims processing could really make a difference here,” said Tyffany Gunn, Director of Channel Partners at UPS Capital. “The UPS Store partnership has been immensely beneficial in raising the level of customer experience. It has also become a model for how we are starting to work with other channel partners to help elevate their claims experience.”

In essence, this partnership stands as a beacon of reliability. Small business owners and consumers alike can rely on The UPS Store and UPS Capital Insurance Agency for efficient claims resolution. With the user-friendly platform and risk mitigation expertise, they have transformed the claims landscape, making shipping mishaps just a bump in the road rather than a roadblock. This collaboration represents more than just a solution; it represents a commitment to turning challenges into opportunities for enhanced customer satisfaction and sets a standard for seamless and hassle-free shipping experiences.

Ready to revolutionize your shipping experience?  Reach out today and experience a seamless shipping journey for your business like never before.

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Insurance coverage is offered through UPS Capital Insurance Agency, Inc., a licensed insurance producer. All descriptions or illustrations of coverage are provided for general informational purposes only and do not in any way alter or amend the terms, conditions, or exclusions of any insurance policy or program.  Insurance coverage is not available in all jurisdictions or to all customers.