Heymondo Travel Insurance
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I made the mistake of using Heymondo…
I made the mistake of using Heymondo insurance on a recent backpacking trip. Here is my experience making two claims with them: Claim 1: Travelling across Sri Lanka I took multiple bus journeys in one day, where my backpack would be placed in the hold with other bags piled on top. Unbeknownst to me, the weight of these bags on mine caused the screen on my Nintendo 3DS to crack. This was discovered later in the evening when I got to my hostel and unpacked. I had extra 'Gadget' cover and tried to claim for the damage. Heymondo stated that they would not pay out, as every time you take a journey with a carrier, when you disembark you should check through the entire contents of your luggage before allowing the driver to leave, and get a damage report from them if anything is found. I don't know if Heymondo employees have ever taken a bus/coach/train in their life, but drivers don't wait around for people to check the entire contents of their bag before continuing on their journey. They have a schedule to keep. There is no office to go to when you get off at a bus stop, and unpacking your bag on the roadside when you are surrounded by taxi touts vying for your business is a good way to get your belongings stolen. Not to mention the driver will just drive off once you disembark anyway. So in order to make a claim, Heymondo want me to produce a document that is impossible to attain, unless I were to somehow restrain the driver from leaving, while I simultaneously check my bag for damage. Taking a driver hostage would, of course, be criminal. So Heymondo is asking their clients to engage in criminal activity, in order to acquire the documents needed to make a claim. Claim 2: I booked flights from Japan to Manchester via Sri Lanka. The Japan to Sri Lanka flight was delayed, which would cause me to miss my connecting flight from Sri Lanka to Manchester. I was able to get a full refund for the delayed flight, but the connecting flight wouldn't issue a refund as they were a different airline. I tried to look for other flights from Japan to Sri Lanka so I could still catch the same connecting flight, but it would have meant leaving much earlier and I had commitments in Japan. In the end I had to book a different return flight a few days later, so I tried to claim for the missed connection. The response from Heymondo stated "After assessing all the information regarding your case, our Supervision Department has identified that there is no applicable coverage in this situation." For the record, my insurance policy states on the 'included coverages' for travel disruption that you can claim for 'Travel delay due to transport' and 'Missed connecting flight'. I wrote again to ask them why they stated I have no coverage when my policy says I do, and got no reply. And wrote again and got no reply. And wrote again and got no reply. And now it's been three months without a word from them. Conclusion: If you want to pay money to an insurance company that won't pay out unless you break the law, and will then claim you have no coverage when your policy clearly states that you do, and then ghosts you when you complain, then Heymondo is the company for you! But if you want insurance that actually pays out based on your coverage, and doesn't request documents that are impossible to obtain without engaging in illegal activity, then I suggest you shop elsewhere. x Update: In Heymondo's reply below they claimed: “One of our agents has already reached out to you to provide all the necessary details and clarifications”. This is a lie. No one has reached out to me. “our claims department processes cases supported by proper and appropriate documentation”. So they admit that they expect you to break the law to obtain documents that are impossible to acquire any other way. And they just didn't bother to mention the flight delay at all, despite my policy clearly stating that I'm covered. Buyer Beware. x Update 2: First they claimed that they had been in touch, but now when I call them out on it they state that "We’ve also tried to reach out to you again, but unfortunately haven’t been able to connect." I reached out to them! They have my email address. What more do they need? Pathetic response from a company that wants to appear in public to be resolving issues, while actually doing nothing.