Summer is finally here, and the travel itch is real! It’s completely normal to have a few questions before embarking on your next adventure. At Heymondo, we want to be with you every step of the way.
That’s why we’ve compiled the most frequently asked questions from our community. Here, you’ll find quick, useful answers to help you feel confident before and during your vacation. Save this article for easy reference while you’re away.
Below, we break down the five most common questions about our coverage and services:
- Urgent medical emergency calls
- Policy cancellations and refund requests
- Baggage loss or damage claims
- Changing travel dates or policy details
- Filing a travel insurance claim quickly
Index
What number should I call in case of an immediate medical emergency?
Quick answer: Contact the 24/7 emergency assistance team immediately. They are available around the clock to guide you.
When facing a health issue abroad, the most important thing is to stay calm. If you experience a life-threatening medical emergency, call 911 or the local emergency number of your destination first.
The 24/7 assistance team will direct you to the nearest available medical center and coordinate the assistance you may need.
To get in touch, you have two direct options (remember to have your policy number ready):
- Use the Heymondo App: Select the “Emergency Call” option. You only need an internet connection (Wi-Fi or cellular data) to call completely free of charge.
- Call by phone: Dial the number listed on your policy.
The assistance team will ask for your policy number to identify you, your exact location, and what is going on.
With these details, they will guide you to the right medical center or hospital and support you through every step.
Travel authorities and experts always recommend traveling with comprehensive medical insurance. Having Heymondo by your side guarantees quality care whenever an unexpected health issue arises.
Can I cancel my policy and get a refund if I am no longer traveling?
Quick answer: Yes. If your trip has not started and you have not used the insurance, we can refund 100% of the policy cost within up to one month from the purchase date.
Plans can change at the last minute. You can obtain a full refund if you meet these two conditions:
- Your trip has not started yet.
- You request the cancellation within one month of the purchase date.
What if you don’t meet these conditions?
At Heymondo, we review each case individually. Even if you do not meet these criteria, we still recommend contacting us so we can assess your situation and see how we can help.
How do I file a claim for damaged or lost baggage?
Quick answer: Report the incident to the airline and request a PIR (Property Irregularity Report) at the airport before leaving the terminal. Once this is done, Heymondo can help cover the repair or replacement of your baggage.
Luggage mishaps are a common headache at airports. Here are the exact steps you should follow if this happens to you:
- Report it to the airline and request a PIR: The most crucial step is to act before leaving the airport. Go to your airline’s baggage service desk or their local handling agent and request a Property Irregularity Report (PIR).
This document is absolutely essential for any future claim, as most airlines will not issue it once you leave the terminal. Aviation authorities remind travelers that the PIR is an indispensable official proof of the incident.
- Your insurance steps in: Once you have your PIR, you can report the situation to Heymondo. Your insurance may help cover the repair or replacement of your baggage on a complementary basis to any compensation provided by the airline, up to the limits established in your policy.
In summary: Your insurance is designed to supplement the airline’s compensation so you can recover the value of your belongings.
How can I change my travel dates or policy details?
Quick answer: Unfortunately, it is not possible to modify the travel dates of a policy once it has been purchased. However, if your trip hasn’t started, you can buy a new policy with the correct dates, and we will refund 100% of the original one.
If your plans change before you leave home, our Customer Care Team will be happy to assist you, including if you need help changing your travel dates. You can easily reach us through our standard channels:
- Email: Write directly to our support team.
- WhatsApp: Message us for a quick response.
- Heymondo App: Head to the “Commercial Contact” section.
Please note that it is not possible to change policy dates once your trip has begun.
However, if you decide to extend your adventure, we’ve got you covered! Contact us as soon as you know your plans have changed, and we will help you arrange an extension before your current coverage expires.
How do I open a claim (for delays, theft, etc.)?
Quick answer: Contact either the 24/7 assistance team or our Customer Care Team through our usual channels to initiate the process. We will advise you on the required documentation and the next steps.
To open a claim for an incident such as a delay, theft, or other travel issue, simply get in touch with us. We will guide you step-by-step through the entire process and let you know exactly what paperwork you need to submit.
In most cases, the documentation must be sent directly to the insurance company for review. Once all documents have been received, the assessment process usually takes between 20 and 30 working days.
We do everything we can to make this process as smooth and straightforward as possible.
If you have any questions at any stage, don’t worry! Our Customer Care Team will be happy to assist you.
Quick reference guide
To help you see everything at a glance, here is a quick summary table to keep handy during your vacation:
| What is your question? | What should you do? |
| Immediate medical emergency | Use the Heymondo App (“Emergency Call”) or dial the number listed on your policy to connect with the 24/7 assistance team. |
| Cancel policy & request a refund | Contact Customer Care before your trip starts (and within one month of purchase). |
| Baggage damage or loss | Request a PIR (Property Irregularity Report) at the airline counter before leaving the airport. |
| Change dates or details | Contact Customer Care via email, WhatsApp, or the app before your trip begins to cancel and repurchase. |
| Open a travel insurance claim | Reach out to the 24/7 assistance team or Customer Care to submit your documents. |
Travel with complete peace of mind this summer
Enjoying your summer is your only important task. Unexpected mishaps can happen, but they don’t have to ruin your plans. Knowing exactly what to do will save you time and stress, and our team is always ready to back you up.
With Heymondo travel insurance, you can dive into your next adventure with total peace of mind.
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