• To expedite the process for faster approval and payment, please familiarize yourself with our FAQ (below).
• Gather simple supporting documentation required to submit your refund request: 1) a copy of your ticket receipt, 2) Reason why you are unable to attend, and 3) acceptable proof of Reason, which varies by Reason. Please refer to your policy for acceptable proof by Reason.

Please note: if your refund request reason is Illness, you will need to submit a valid Attending Physician Statement advising you not to attend event. We do not request or require disclosure of any personal health information or specific diagnosis. Please click here to download the Attending Physician Statement for your physician to complete.

For events cancelled or rescheduled due to COVID-19, please contact the ticket platform or event venue for their refund and exchange policy.

• The refund request process must be initiated within 30 days of the first occurrence of a covered reason. We recommend having all your supporting documentation available at time of refund request initiation BUT you have 90 days from the date of the first occurrence of a covered reason to submit all supporting paperwork. You can start your refund submission by uploading your ticket receipt and then submit additional documentation later within the allotted 90-day window.
• To start your refund submission, please click the ‘FILE A REFUND REQUEST’ button on this page.

Terms, Conditions, and Coverage may vary by country, state, event, underwriter, and other factors. Please refer to your original confirmation email for a link to information about your specific plan. If you are unable to locate the email, please contact our dedicated Customer Service Team at 844-849-4827 (press Option 2) or help@fanshield.com for assistance. If you are in Canada (except Quebec), please contact Insurance Insight at 888-828-1866 or help@insuranceinsight.ca.

• After your refund request is submitted: you will see a confirmation page with your refund request reference number. You will also receive a confirmation email containing your refund reference number. If you don’t see a confirmation email, please check your Spam folder. Once your refund request is submitted, you can expect to receive a status update via email within 1-2 business days.
• About the refund review process: an examiner will review your refund request to confirm that you have provided valid information for approval. You will be contacted if additional information is required to complete the process. Once review of your refund request has been completed, you will receive an email with your updated status.
• If you need to submit additional documentation: please attach as a direct reply to the most recent email you received from our team. You may also email it to our Customer Service Team, who can upload it for you.

Our team can assist with any questions about the refund request process or your current request. We are here for you. You can also reach our Customer Service Team via email: help@fanshield.com or phone: 1-844-849-4827 (press Option 2). If you are in Canada (except Quebec), please contact Insurance Insight at 888-828-1866 or help@insuranceinsight.ca.

• Please keep in mind that filing a refund request is not a guarantee of payment.
• If your request is denied, you may submit new supporting documentation within the appropriate 90-day window and ask for a re-examination of your refund request.
• If your refund request is approved for payment, we will notify you via an email from do.not.reply@hyperwallet.com. Hyperwallet is the payment service used to send your reimbursement. That email will outline the options for receiving your payment.
• If you need assistance with your Hyperwallet account, please visit the Hyperwallet Support Page.
• If your refund was approved but you never received the Hyperwallet payment email, please check your Spam folder. If you need additional assistance, please contact our Customer Service Team at help@fanshield.com. If you are in Canada (except Quebec), please email help@insuranceinsight.ca.

FanShield is refund protection made by fans, for fans. FanShield provides ticket protection to your live event experiences, at a small premium. If you are unable to attend your event due to any of our covered reasons, you have the option to file a refund request with us for reimbursement.

Coverage varies based on your protection plan. Please refer to your original confirmation email for a link to information about your specific plan.

If you are unable to locate the email, please contact our dedicated Customer Service Team for assistance.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

You can easily add FanShield protection to your tickets during your ticket provider’s checkout process, through our embedded widget. Protection can also be purchased directly at FanShield.com.

Depending on what protection plan you have, you have at least up to 30 days after a Covered Reason first begins or as soon as reasonably possible to submit your refund request.

Please refer to your original confirmation email for a link to information about your specific plan.

If you are unable to locate the email, please contact our dedicated Customer Service Team for assistance.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

A cancellation link can be located in your original confirmation email.

If you are unable to locate the email, please contact our dedicated Customer Service Team for assistance.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

We provide a free look with all of our plans. A cancellation link can be located in your original confirmation email.

If you are unable to locate the email, please contact our dedicated Customer Service Team for assistance.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Please contact the ticketing platform or event organizer in order to obtain a copy of your original purchase invoice.

In the case your event has been cancelled, please contact your ticket/registration vendor directly. Coverage is not provided in the case of a cancelled event as outlined in the coverage Terms & Conditions.

The original premium paid for ticket protection is non-refundable.

Please refer to your original confirmation email for a link to information about your specific plan.

If you are unable to locate the email, please contact our dedicated Customer Service Team for assistance.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Any serious injury that occurs prior to the event will need to be documented by a physician and include the date the injury occurred. You must not be aware of your or any other ticket holder’s injury or illness at the time of the ticket purchase. The ticket holder must be examined by a physician and provide written proof that the ticket holder is injured, and that the physician advises them not to attend their event. Please do not provide information about the specific diagnosis or any past medical history.

If you need assistance, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Our refund protection covers unforeseen illness or injury occurring to a ticket holder’s immediate family member which requires the ticket holder or ticket holders to provide primary care to that family member.

In the case of such injury or illness, the ticket holder’s immediate family member must be examined by a physician and provide written proof stating that the family member is ill or injured, and the ticket holder(s) provided care for them. They do not need any information about the specific diagnosis or past medical history.

If you need assistance, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Per your refund plan terms, an immediate family member includes a ticket holder’s spouse, parent, child, foster child, step-child or child-in-law.

Please refer to your specific plan for a full list of covered family members.

Depending on your specific plan, refund protection is available for emergencies that would keep an individual from attending their event, such as serious injury or your vehicle breaking down on the way to the event.

Refund protection is not available if you are unable to get off of work unless it involves work travel.

For more information on refund eligibility, please refer to your original confirmation email for a link to information about your specific plan.

If you need assistance, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Please refer to your original confirmation email for the link to our Refund Request Form.

If you are unable to locate the email, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Typically, a refund request is completed within two business days from submission, but it could take longer if more information is needed or request volumes are high. Please note that the timing will also vary depending on the response time to communications sent from the Customer Service Team.

Please contact our Refund Protection Team directly. You can reach them by replying to the last email they sent to you or by contacting us directly. One of our agents will be more than happy to assist you.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

If you need help filing a refund request, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

If you are having trouble completing your refund request form, please contact our Refund Protection Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

Every refund request must be supported with proof of loss and proof of ticket order confirmation. The required proof of loss will vary depending upon your circumstances.

You should have received a confirmation email (or text) when you purchased your tickets. If you are unable to locate your confirmation, you will need to contact the company or visit website where you purchased your tickets.

In the case of unforeseen illness and injury, the ticket holder must be examined by a physician, who must advise in writing that the ticket holder is not able to attend the event due to the illness or injury. We will not need any information about the specific diagnosis or past medical history. You must not be aware of any ticket holder’s injury or illness at the time of the ticket purchase.

Documents can be uploaded to the Refund Request Form when requested or can be provided later by replying to the last email sent to you by our Refund Protection Team or by contacting us directly. One of our agents will be more than happy to assist you.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

If you are having trouble understanding how to upload your ticket/registration/reservation purchase receipt to our Refund Request Form, please reach out to our Customer Service Team, and one of our experts will be happy to assist you.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

You can contact our Refund Protection Team directly by replying to the last email they sent you or contact us directly. One of our agents will be more than happy to provide further information your refund request.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 1).

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

If your refund request is approved for payment, we will notify you via an email from do.not.reply@hyperwallet.com. Hyperwallet is the payment service used to send your reimbursement.

That email will outline the options for receiving your payment. If your refund was approved but you never received the Hyperwallet payment email, please check your Spam folder.

If you need additional assistance, please contact our Customer Service Team.

U.S. / INTERNATIONAL CUSTOMERS: Call 844-849-4827 (press Option 2) or email help@fanshield.com.

CANADIAN CUSTOMERS (except Quebec): Please call Insurance Insight at 888-828-1866 or email help@insuranceinsight.ca.

HyperWallet is the accounting system we use to pay you. Once you receive an email from Hyperwallet, you can choose how you would like to receive your payment. There are three methods of payouts available: PayPal transfer, direct deposit to your banking account or a physical check mailed to your address.