Heymondo Travel Insurance
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Step 1 of making a claim less than satisfactory
Took out the policy based on good reviews but its not possible to know until trying to make a claim. There is never any delay for insurance companies to take payment of policy but when it comes to reverse it is another story. On Saturday I was due to travel home by train and in the time between when I checked out of hotel and the time of the train I suddenly became sick with gastroenteritis symptoms. I had nowhere to go and had to run back to hotel which was a self check in with no reception and get urgent support from a chef working in the hotel restaurant which operates separately but part of the same group. I needed a room urgently and I could not possibly travel on the train I was due to take 2 hours later. Approx 3 hours later 5pm on a Saturday ( not 3 am!) having taken some medication I called Hey Mondo to advise of the issue as it was live. As it was Saturday I could only reach the medical section I explained everything and they opened a case, and follewed up on email with a reference number. Very reliable first step, this office was in Czech Republic and is outsourced by Hey mondo I believe.They told me I would need to make another PHONE call on Monday to the Italian office of Hey Mondo. First thing on Monday morning I called the Italian number and spoke with Veronica, I had to explain the whole situation again , that I had to pay for emergency night in the hotel and new train ticket extra 300 euros. as I could not travel home. I left the next morning at 7 am as soon as I was able to physically travel. Despite being a Travel Insurance company she told me noone spoke English!! I tried as best as possible and after 13 mins she told me what I understood was I would receive an email WITHIN THE SAME DAY with all the documents. Nothing arrived, I had to call again this morning, I reached Veronica who told me NO! I did not understand well, it would be within 10 DAYS that I would receive an email with documents to start the claim. I was shocked, no other insurance company would not provide a written ackowlegdement and paperwork outside 48 hours worst case of calling. Most countries can manage even without a phone call! I asked to have an EMAIL record of the fact that I have spoken to you and this is the process, she raised her voice as is normal in Italy and said NO ITS NOT POSSIBLE. It is so stressful , despite the stress and money incurred I now must wait for 10 days to receive something from the company to START to TRY to make the claim. Notihng in writing at all from Hey Mondo that I have contacted this office on Monday 28 July via phone Update since reading the reply below. I do not want to share my policy number in a public domain nor my claim number. I will contact you on the numbers / email below immediately today providing all the relevant information and previous correspondence. I would like to understand why the lady on the Italian phone number provided in my policy + 390200620261 - did not provide the email address you give me when I asked her? She told me simply I must wait up to 10 days and there was nothing else she could do!!