Uber Courier item protection

Now you can easily and stress-free protect your Uber Courier (formerly Uber Flash) trips if your item is not delivered or is damaged during delivery.

How does it work?

You can add the item protection before confirming an Uber Courier request. When selecting the Item Protection option, you will need to add your contact information, the details of the items and confirm XCover protection.

An account is automatically created at XCover when you purchase an item protection. After the account is created, you must activate it by accessing the link in the confirmation email or in SMS sent by XCover. If you can’t find the link, access this article.

What is covered by the item protection?

The item protection covers the full item’s value in cases of theft, loss, or damage during an Uber Courier transportation.

Access your XCover account here to find out what is and what is not covered in the item protection.

The protection period begins when the driver-partner picks up the item and only ends when the item is delivered to the recipient.

If you have a problem with your delivery, you have up to 7 running days to contact support. You can see more in the “How to make a claim” below.

Depending on your protection’s terms and dates, you can request its cancellation. In your XCover account, you can select the option “Cancel/Modify” in any order you want to change or cancel.

Summary of your protection

The Item protection is valid when:

• Your item is not delivered, it’s damaged or lost during the delivery.

The Item protection is not valid when:

• Your item was damaged, lost or stolen before the driver picked it up or after the item delivery.
• You can review all the ineligible items in the Terms and Conditions of the Uber Courier Item Protection Policy.
• If there’s not enough evidence that your item was not delivered or that it was damaged during the delivery.
  
• Theft cases in which the item value exceeds R$250 and it does not have an invoice.

Items restrictions

1. Items cannot weigh more than 20 kilos (vehicles) and 10 kilos (motorcycles) and must fit in the driver-partner’s vehicle.
2. Items cannot have a total value superior to R$5.000 (including travel cost).
3. Items must be tightly closed and sealed for a safe collection, transportation and delivery.

How to make a claim

1. Access your XCover account.
2. Select the XCover protection you wish to claim.
3. Select “Make a claim”.
4. Describe the situation and the items covered.

XCover may request documents during the claim process (a police report, for example). If the required documents are not provided, the claim may be denied or its status may be changed to “Pending”.

You can find more information in the following XCover page:

Note that all damaged items must be kept the way they were received. Do not discard damaged packages or items before the claim is processed, since photographs may be requested. The claim may be rejected otherwise.

Claim processing

XCover aims to complete 95% of cases within 3 days of submitting the claim. If any information is missing, you will be contacted by email and the time needed to evaluate your case may increase.

Access the following page if you want to contact XCover:

All requests from XCover customers are evaluated via email. You can respond to the emails for faster feedback.

Claims follow up

Access the following page to verify your claim status: