Heymondo Travel Insurance
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HORRIBLE experience with this company!
UPDATED July 18 This experience working through the claim is just as horrendous as I anticipated! One month later and more broken promises (claim reps promising to call back and never calling). Requests for more and more "documentation" on both claims is asinine. I respond to a request (in snail mail letters!), then another letter comes asking for more information, some of which I've already provided. The response to this complaint is - as the rest of the experience has been - completely worthless! NO ONE has contacted me personally about my complaints - only to send canned words that have done nothing to help actually process my claims. _____________ HORRIBLE experience with this company! I purchased a Heymondo travel insurance policy for myself and my husband for a 2 week trip to Indonesia and Thailand. We both became ill and needed a doctor's services while in Thailand, and I needed to submit a two medical claims (one for my husband and one for myself). Here's what's happened so far: In the app, there's a customer service chat. Don't let that fool you - it's a bot. And the chat is only monitored on weekdays. Any previous chat histories aren't saved or shown in the app, which gives you no communication summary - red flag! The claim forms should be easy to download from the app - but there are no claim forms there. Again - red flag! So, I submitted a message to ask where to find claim forms. Didn't hear back for 2 days. When I did hear back, it was from an unrecognized email addres (acipta) and stated I would hear back from someone else with a specific e-mail address. I never heard back after two more days so sent another message. Didn't hear anything. So, I called the "get help anytime" phone number inside the app. My country is set to U.S. The first two phone prompts were in English. Then, the prompts suddenly switched solely to Spanish and I couldn't understand any of the prompts. I was connected to an agent that spoke no English, provided no help, so I was forced to hang up. Tried calling again, thinking it was a glitch, but again was dumped into a Spanish speaking queue. After more back and forth in email, I FINALLY obtained the medical claim forms. They not labeled Heymondo OR Clements (who I purchased the policy from). Two MORE company names are listed ACI, and Starr. So now we have four different entities in the background - making for a very confusing experience. WHO Is actually responsible for client experience here? After filling out the forms, I looked at the instructions for how to submit the claims. The form says "for fastest service, upload the required document to our secure website....with website URL. However, when I go to that site, it's a general corporate website. There are logins for "member" and "client." No idea which one I am. Both require a member ID (which I don't have - was only given a policy # from Heymondo). So then there's another little obscure phrase that you have to e-mail client access to GET a user ID and password. So I sent that e-mail - no doubt unmonitored on the weekend. No mention at all of Heymondo, where I purchased the policy. I have NO FAITH in the legitimacy of this company if I can't even file a simple claim. I can only imagine the experience ahead of me to get the claims approved.