By default, ViCoverage is enabled and both coverage types are selected. To disable ViCoverage entirely, toggle it off. To limit which coverage types appear to customers, uncheck the coverage type(s) you don't want to offer.

ViCoverage appears at the final stage of checkout when a customer registers for an eligible program. Customers can choose to add Refund Protection, Accident & Injury Coverage, or both before completing the transaction.

Not all programs are eligible. Eligibility is determined on a case-by-case basis by program cost, program type, and risk level. Most program registrations offer coverage, but non-registration purchases such as rentals, memberships, passes, gift cards, and food items are typically not eligible. In the initial offering, ViCoverage is also not available on purchases made with a payment plan.

Additionally, there are a few reasons why customers may not see coverage options at checkout. In some cases, Vertical Insure isn't able to generate a personalized offer because they didn't receive all the information needed to generate a quote. Additionally, customers must have a birth date on file in their account to see Accident & Injury Coverage options. If a customer has not provided their birth date, only Refund Protection will be available at checkout (if applicable).

When customers proceed to checkout for an eligible registration, they see a section titled Purchase Protection by ViCoverage. This section displays:

Customers can select one coverage type, both, or decline all coverage before completing checkout. However, they must either accept coverage for at least one option or explicitly decline all coverage before they can proceed with their purchase. The checkout button remains disabled until a selection is made.

Once a customer completes checkout with coverage selected, they see a confirmation page showing their transaction is complete. The confirmation includes details about their registration and any purchase protection policies they bought. Customers receive confirmation emails directly from Vertical Insure for their policies.

When customers view their invoice in the Customer Portal, the Purchase Protection by ViCoverage section appears as separate line items for each coverage type purchased (Refund Protection and/or Accident & Injury Coverage). Each shows the policy holder's name, policy number, and the premium amount. The VI coverage amounts are not included in your facility's invoice total. They are separate transactions managed by Vertical Insure.

Customers can view their active policies associated with enrollments on their under "My Enrollments" on the Dashboard in the Customer Portal. This shows them which programs have coverage, and what types. This provides customers with easy access to their policy numbers, which are needed to submit claims.

When viewing a customer's profile, you see a green VI Coverage Policy icon next to their name if they have purchased coverage. Customers may have one or multiple active policies depending on which coverage types they selected. Hover over each icon to view a tooltip showing the policy holder's name and policy number.

When viewing a program roster, you see a VI icon next to participants who have purchased coverage. Customers may have one or multiple active policies depending on which coverage types they selected. A legend item labeled "ViCoverage Policy" shows what the icon represents. Hover over each icon to view a tooltip showing the policy holder's name and policy number.

When a participant with an active ViCoverage policy needs to be removed from a roster or team:

When a player is dropped from the roster, they are removed from all future events but their payment remains attached to their registration (no refund is issued by your facility). Participants with active policies will automatically receive a roster drop notification from Dash.

The Claim Filing Flow:

The customer contacts your facility to cancel their enrollment in the remaining 4 classes. The customer submits a claim to ViCoverage showing they canceled due to job loss and relocation. If approved, ViCoverage reimburses the customer for the remaining 4 class fees. Your facility has already recorded the cancellation and keeps the revenue for those 4 classes.

When individual players register, they have a balance equal to their assigned dues. ViCoverage appears at checkout for each player. Players can purchase Refund Protection and/or Accident & Injury Coverage for their registration fee. If a player needs to cancel and has purchased ViCoverage, they contact your facility to cancel and then submit a claim to Vertical Insure. If approved, Vertical Insure reimburses the player directly for their registration fees.

When players register, they have a balance (either the amount they choose to pay or the amount the manager requested). ViCoverage appears at checkout for each player. Players can purchase Refund Protection and/or Accident & Injury Coverage for their registration fee. If a player needs to cancel and has purchased ViCoverage, they contact your facility to cancel and then submit a claim to Vertical Insure. If approved, Vertical Insure reimburses the player directly for their registration fees.

The staff member drops the player from the team. Their record shows with a strikethrough on reports so game history stays intact. The player had purchased ViCoverage when they registered. The player submits a claim to Vertical Insure showing they were injured and had to drop out. If approved, Vertical Insure reimburses the player for the remaining season fees. Your facility has already recorded the removal and keeps the revenue.

The player contacts your facility to cancel their registration. The player had purchased ViCoverage when they registered. The player submits a claim to Vertical Insure showing they relocated and had to drop out. If approved, Vertical Insure reimburses the player for their registration fee. Your facility has already recorded the cancellation and keeps the revenue.

Yes. ViCoverage is automatically enabled by default. You can disable the entire feature anytime by going to Admin > Integrations & Add-ons > VI Coverage card > Edit Settings, then toggling off the Enable ViCoverage switch and clicking Save Settings. You can also choose to offer only one coverage type by unchecking Refund Protection or Accident & Injury Coverage under ViCoverage Products, then clicking Save Settings.

There is no centralized view or report of all customers who purchased coverage. However, you can see coverage information on a per-customer basis by looking for the green VI Coverage Policy icon on a customer's profile or next to their name on a program roster. Hover over the icon to see the policy holder's name and policy number.

Refund Protection reimburses customers for registration or booking fees if a covered event prevents them from participating. Accident & Injury Coverage helps with out-of-pocket medical costs if a participant is injured during a covered program or activity. Customers can purchase either coverage type or both at checkout.

Yes. The two coverages are independent and can be added together at checkout. Each coverage type is priced separately, and customers can select one, both, or decline all coverage before completing their transaction.

No. Vertical Insure handles all claims, verifications, and payouts. Customers file claims directly with Vertical Insure through their customer portal at customers.verticalinsure.com, or by emailing [email protected]. You do not need to process refunds, medical claims, or make claim decisions.

If a customer purchased Refund Protection and a covered event such as illness or injury prevents them from participating, recommend that they file a claim with Vertical Insure rather than requesting a refund from you. Vertical Insure will review the claim and reimburse them directly, protecting both the customer and your revenue. If a customer requests a refund but did not purchase Refund Protection, it is up to your organization to decide how to handle the request.

Direct them to Vertical Insure support. Customers can email [email protected] or visit customers.verticalinsure.com for policy details, claim filing, and general questions.

Purchase Protection offerings are determined by a number of factors. If a policy option is not showing, it is likely because ViCoverage is not available for that purchase. Not all programs are eligible. Eligibility is determined on a case-by-case basis based on factors like program cost, program type, and risk level. Most program registrations are eligible to offer Purchase Protection. However, non-registration purchases like memberships, passes, gift cards, and food items are typically not eligible. In the initial offering, purchases made with a payment plan also do not have Purchase Protection available. Additionally, customers must have a birth date on file in their account to see Accident & Injury Coverage. If a customer has not provided their birth date, they will only see Refund Protection (if available). If you believe a program should be eligible or have questions about eligibility, contact [email protected].

If a customer wasn't able to purchase coverage during registration, there are a few reasons this may have happened. In some cases, Vertical Insure wasn't able to generate a personalized offer because they didn't receive all the information needed to generate a quote. In other cases, the opportunity to purchase coverage may have simply been missed during the registration process. The good news is customers can still purchase coverage by completing a short form to receive a personalized quote at https://dash-platform.vicoverage.com/

Customers should contact Vertical Insure directly to learn what documentation may be required for their specific claim. Requirements can vary depending on the type of injury and coverage details. Vertical Insure will guide customers through the claims process and let them know what information, reports, or other documentation they need to submit. Direct customers to [email protected] or customers.verticalinsure.com for specific guidance on their claim.