UPS is Redefining Shipping Protection: Why Customer-Centric Delivery is the New Standard

As consumer expectations rise, transparency, trust, and flexible coverage at checkout emerge as must-haves
Online shoppers have spoken: peace of mind is now part of the purchase decision. In an era where convenience meets vulnerability at the doorstep, retailers face rising expectations; not just to deliver fast, but to deliver protected. A recent UPS Capital survey confirms that 64% of consumers now consider shipping protection "extremely" or "very" important when checking out.
The message? It’s time to think beyond the box.

Protection is No Longer an Add-On – It's a Brand Differentiator

Male UPS driver dropping a package off to a male at a flower shop

Protection is No Longer an Add-On – It's a Brand Differentiator

As e-commerce becomes more integrated into daily life, so does the expectation that retailers will proactively guard the customer’s experience, from click to doorstep. That’s especially true for high-value or high-emotion purchases; like smartphones, jewelry, or collectibles.

According to the UPS Capital survey:

  • 81% of shoppers cite the order’s value as the top reason for purchasing shipping protection.
  • 79% will opt in for electronics and smartphones.
  • 73% are most likely to insure jewelry or luxury items.

But perhaps the most revealing stat is this: 71% of consumers say that clearly explained shipping protection from a trusted provider increases their trust in the retailer. That’s a powerful signal. It tells us that how you present protection is just as important as offering it.

A staggering 92% of consumers either prefer or appreciate the option to add shipping protection at checkout, confirming that when done right, it’s a welcome feature, not a friction point.

UPS Delivers More Than Packages – It Delivers Confidence

UPS has long been a symbol of operational excellence and global logistics leadership. Now, with InsureShield® Checkout Protection, UPS is helping merchants extend that same excellence into the post-purchase experience.

Where others see shipping protection as a checkbox, UPS sees it as a lever for customer loyalty. A way to reduce friction, build brand trust, and strengthen the bond between retailers and their customers.

  • Coverage is customizable based on value, category, or customer preference.
  • Claims are paid fast with 97% resolved within days.
  • Merchants and customers alike benefit from a seamless filing experience that takes just 5 minutes on average.
  • Most merchants go live in under an hour, making this one of the easiest and highest-impact enhancements available.
  • And the results speak for themselves: merchants are seeing up to a 66% reduction in customer service burden.

Transparency is the New Loyalty Program

The survey shows that 72% of consumers appreciate when shipping protection is optional and clearly explained, while only 22% like it automatically included. Retailers who surprise customers with unannounced charges may find themselves losing trust and business.

UPS and InsureShield take the guesswork out of the experience. Retailers can confidently offer opt-in coverage from a brand consumers already know and trust. That transparency at checkout signals care, not just compliance.

The Checkout Moment Is Your Brands Final Impression, Make It Count

Today’s consumers are more informed and more empowered than ever. They expect not only the option to protect their purchases but also the control to decide how and when.

  • 48% want to manually opt-in to protection.
  • Trust in the protection provider increases conversion and reduces hesitation.
  • Coverage tailored to product risk (not just price) builds relevance and credibility.

In short, the protection experience is now part of the product experience.

Final Mile, First Priority: How InsureShield Helps Brands Stand Apart

For retailers, offering InsureShield checkout protection is more than a box to check—it’s a brand enhancer. It can drive higher conversion rates, reduce cart abandonment, minimize operational strain, and make customer service more efficient.

And for consumers? It’s a reason to come back.

When your shipping partner brings customer experience into the heart of fulfillment, you’re not just protecting packages; you’re protecting relationships.

About InsureShield®

InsureShield Shipping Insurance, offered by UPS Capital, helps retailers protect shipments and reputations. With fast claims, affordable coverage, flexible integration, and frictionless filing, it's shipping protection built for the modern e-commerce landscape.

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