ecbo cloak provides insurance coverage for luggage stored through our platform as a goodwill measure to protect users. It's worth understanding exactly how this works.
What the insurance covers:
Accidental damage, loss, or theft of your luggage during the storage period — up to 100,000 yen per item, based on the depreciated (current market) value of the item at the time of the incident.
How the insurance process works:
As stated in our Terms of Service (Article 1.16 and Article 9.5), ecbo cloak holds the right to receive insurance payouts from our insurer (Tokyo Marine & Nichido) on your behalf. ecbo cloak then arranges for the compensation to be passed on to you. You do not file a claim directly with the insurer yourself.
Important limitations:
Insurance only applies to damage or loss that occurs during the storage period — not before check-in or after check-out
Items on our prohibited items list are not covered
Compensation is based on depreciated value, not replacement cost — older or well-used items may receive lower compensation
All claims are subject to independent review by the insurance company and are not guaranteed
The provision of insurance assistance is ecbo cloak's voluntary measure and is not a contractual obligation under our terms
If you need to make a claim, contact ecbo cloak support as soon as possible with your reservation ID, photos of any damage, and a description of the incident.