What does the error message "we are unable to confirm insurance" mean?

Created:   |   Updated:

On occasion, you may encounter an error when purchasing shipment insurance:

We were unable to confirm insurance: Unexpected error received while processing insurance. Please contact us for support.

If you see this particular error message on the SHIPMENT HISTORY page, then there was an error transferring information about the insurance purchase to or from Shipsurance. However, the data ShippingEasy received was not clear whether or not insurance was actually purchased for the shipment. 

To verify if insurance was purchased for the shipment, we suggest contacting Shipsurance directly at

Please be sure to include:

  • Details of the shipment
  • Carrier name 
  • Tracking number

After Shipsurance checks their logs, they can respond back to you via email to advise further. They will either confirm that the tracking number has, or does not have, added insurance through their system.


What do I do if insurance has not been added to the shipment?

If Shipsurance confirms that the tracking number does not have added insurance, it will not be possible to add additional insurance from within ShippingEasy. However, you have the option to purchase shipment insurance directly from Shipsurance before the package enters the mail. Learn more about buying Shipsurance for a package after purchasing a label.


Related articles:

What is Shipsurance?
FAQs: Billing for Shipsurance
How to: Find out how much Shipsurance coverage was purchased for a shipment
How to: File a claim with Shipsurance
Can I buy Shipsurance after I have purchased a label?


Please sign in to leave a comment.

Community browse


Questions & Answers

Issues & Bugs

Beta Feedback


Productivity: Features, Interface & Settings

Partners: Integrations, Carriers & Stores

Shipping: Orders, Labels & Shipments

Inventory: Products, Purchase Orders & Suppliers