They must not be complying with the Shopify app requirements.
There is a new app, Engarde Purchase Protection. This is a similar app to route but instead of them taking the money you make from the insurance you get to keep all the revenue. You can create your own insurance policy and then charge for it in the cart.
Don't settle for Route or any app that doesn't meet industry standards. We created the InsureShield app so you can affordably cover any shipping mishap, including porch piracy. You'll also have expedited reshipment up to 20% of the insured value of the goods. Most claims are paid in 4 days or a matter of days.
Check us out here.