Applicable to: Club Administrators, Association Administrators

This article will cover the following:

1. How Registration Protection works for your participants
2. Administrator responsibilities and limitations
3. Supporting participants with insurance questions
4. Understanding the claims process

Related articles:

• How participants can protect their registration fees with Registration Protection

Overview

Registration protection is automatically available to players registering for competitions through PlayHQ. Coverage protects participants' registration fees if they cannot participate due to qualifying circumstances such as injury, illness, or relocation.

As an administrator, you don't manage coverage directly - it's handled between participants and Vertical Insure. The only step required to support participants with a claim is to ensure their registration is cancelled in PlayHQ.

The registration protection feature requires no cost, setup or configuration from administrators.

How Registration Protection works

Automatic availability

Registration protection appears automatically during checkout for player registrations into competitions, where the cart includes registration fees.

Protection is NOT available for:

• Program registrations
• Team registrations
• Membership fees, donations, merchandise, or other non-registration fees

• Non-player registrations (coaches, volunteers, etc.)

   

Cost and coverage

• Registration protection costs 7% of the participant's total registration fees
• Covers 100% of registration fees for qualifying cancellations
• Only covers competition registration fees (not membership fees, merchandise items, etc)
• Processed and managed by Vertical Insure, not PlayHQ

Understanding the claims process

Participant claim steps

Administrators involvement is limited to processing a registration cancellation in PlayHQ. Participants with coverage follow this process:

1. Contact you to cancel their registration
2. You process their registration cancellation in PlayHQ
3. They are automatically emailed proof of cancellation
4. They contact Vertical Insure directly with proof and their initial invoice received on registration
5. Vertical Insure processes and successful claims are paid directly to participants

Administrator responsibilities

Registration cancellation process

When participants with insurance need to cancel, you handle the PlayHQ side as normal:

Process cancellation in PlayHQ

• Cancel the registration through your standard process
• The participant will see "Cancelled" status in their registration history

Provide cancellation proof

• Advise participants to look out for their registration cancellation email, automatically sent via PlayHQ on cancelling their registration
• Alternatively, instruct them to screenshot their "Cancelled" status from their profile registration history in PlayHQ
• This proof is required for their insurance claim

What you DON'T handle

• Registration protection refunds: These come directly from Vertical Insure to the participant
• Claims processing: Participants contact Vertical Insure directly
• Policy questions: Direct participants to Vertical Insure

⚠️ Important: You are not responsible for processing registration protection refunds or handling claims taken out through Vertical Insurance. Always direct participants to contact Vertical Insure directly for registration protection matters.

Supporting participants

Common participant questions

"How do I add protection to my registration?" Registration protection can only be added during the initial registration checkout. It cannot be added after payment is complete.

"I have registration protection - can you process my refund?" Direct them to contact Vertical Insure directly. Explain that you can cancel their registration in PlayHQ and provide proof of cancellation, but refunds come from the insurance company.

Frequently asked questions

Do I need to set up Registration Protection for my participants? No setup is required. Registration protection appears automatically for eligible registrations and is managed entirely by Vertical Insure and participants.

Can I see which participants have purchased registration protection? Yes, this is reflected in registration invoices and a participant's registration history, but detailed policy and coverage information is managed by Vertical Insure. 

What if a participant says their claim was denied? Direct them to work with Vertical Insure directly on claim disputes.

How do I support participants who want to cancel their registration, but didn't purchase protection? Process cancellations according to your standard refund policies. Registration protection through Vertical Insurance only applies to participants who purchased coverage during registration.

How can a participant or parent request a refund? They can contact support@verticalinsure.com - Vertical Insure will manage the request from there.