In eCommerce, the last mile isn’t just about getting a parcel through the door—it’s the moment that defines whether customers return or walk away. With over a third of UK shoppers facing delivery issues and most saying a bad experience would stop them buying again, insurance can no longer be seen as just a failsafe when things go wrong. Used strategically, it drives accountability, surfaces data to improve operations, and protects customer trust. This article explores how redefining insurance as an accountability tool transforms it from a cost centre into a growth lever for retailers.

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