Heymondo Travel Insurance: most-reported complaints
Automated analysis of 283 public Trustpilot reviews published 2025-10-02 to 2026-09-23. TrustScore 4.3 from 3,860 total reviews — see the Trustpilot page. Quick answer: is Heymondo Travel Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Heymondo Travel Insurance’s support is unreachable, accounting for 37% of the 59 identified complaints. They also frequently describe the support as unhelpful, which makes up 34% of the complaints, and cite warranty disputes, representing 32% of the issues. Additionally, account and app problems are a rising concern, noted in 10% of the complaints.
How to reach Heymondo Travel Insurance
These are the contact details Heymondo Travel Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2020-10-06, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 19 of 25 in Travel Insurance Company. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.3 → 4.3 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (97%, 0.9d) · 2026-08-20 (96%, 0.9d) · 2026-08-24 (96%, 0.9d) · 2026-08-27 (97%, 0.9d) · 2026-08-30 (96%, 0.9d) · 2026-09-02 (96%, 0.9d) · 2026-09-08 (96%, 0.9d) · 2026-09-11 (96%, 0.9d) · 2026-09-14 (96%, 0.9d) · 2026-09-17 (98%, 1.0d) · 2026-09-21 (98%, 1.0d) · 2026-09-24 (98%, 1.0d).
Severity: 53% of this company’s 59 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In February 2022, 50% of 10 one-to-three-star reviews were 1★; in February 2026, 83% of 12.
Counted from February 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 4.8 days between the experience and publishing their negative review (215 reviews record both dates).
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +1/-0 lines; added: * Sitemap (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 320 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 1 days.
Reply quality: of 321 company replies to negative reviews analysed, 56% engaged with the specific problem and 23% were generic templates.
54% of its 199 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 37% of this company’s complaints vs a 19% median across 135 ranked companies in its sector.
Review velocity: 1,015 of this company’s 3,860 Trustpilot reviews (26%) were written in the last 12 months.
What are the most common complaints about Heymondo Travel Insurance?
Support unreachable
22 reports · 37% of complaintssteady“I couldn't login with my username and password, I couldn't reset my password”
The company replied on 2026-06-22: “Hello Violette, Thank you for taking the time to share your experience. We sincerely regret the situation you mention and that you feel you have not received a response or solution to your issue. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“This third party is called ACI. This company is very unresponsive and when they are, they create so much paperwork for you to complete...you just give up.”
The company replied on 2026-06-15: “Hello Dennis, First of all, we appreciate you taking the time to share your feedback, and we're sorry to hear that the experience you mention regarding the claim. Following your review, we have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I am unable to get hold of anyone through the website or app, always offline.”
The company replied on 2026-03-02: “Hello Sarah, Thank you for your feedback. We are truly sorry to hear about your experience. We would like to clarify that our Customer Service hours are Monday to Friday, 09:00 to 18:00 GMT+1. During…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
20 reports · 34% of complaintssteady“I had to wait in pain at the hospital for ours for them to arrange the payment so I could leave”
The company replied on 2026-02-23: “Hello Angelica, thanks for sharing your experience We are very sorry to hear about the inconvenience you experienced during your trip and we hope you are feeling better now. We also want to let you…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“they refused to take responsibility or help me in any way with the situation”
The company replied on 2026-06-16: “Hello Sara, First of all, we would like to thank you for taking the time to share your experience. Additionally, we are sincerely sorry for the difficulties you experienced during your trip. Having…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“these claims are highly misleading”
The company replied on 2026-05-13: “Hello Anastasis, Thank you for taking the time to share your experience with us, and we are sorry to hear about the stressful situation you experienced during your trip to Japan. After reviewing your…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Warranty disputes
19 reports · 32% of complaintssteady“the claims process has been poor”
The company replied on 2026-02-26: “Hello Marcus, Thank you for choosing us to protect your trip and for taking the time to share your experience. We’re sorry to hear that your experience has not been satisfactory. Upon reviewing your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“they refused to take responsibility or help me in any way with the situation”
The company replied on 2026-06-16: “Hello Sara, First of all, we would like to thank you for taking the time to share your experience. Additionally, we are sincerely sorry for the difficulties you experienced during your trip. Having…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Heymondo sold an invalid policy”
The company replied on 2026-02-24: “Hello, thank you for taking the time to share your experience. We’re truly sorry to hear about the difficulties you faced during your trip and sincerely hope that you’re recovering well. Your…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Account/app problems
6 reports · 10% of complaintsrising since 2026-06“I couldn't login with my username and password, I couldn't reset my password”
The company replied on 2026-06-22: “Hello Violette, Thank you for taking the time to share your experience. We sincerely regret the situation you mention and that you feel you have not received a response or solution to your issue. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“no Confirm button in the screens that enter Start and Finish dates”
The company replied on 2026-08-03: “Hello Steve, Thank you for taking the time to share your experience and for choosing Heymondo over the years. We’re pleased to hear that you find our insurance quick and easy to purchase and that the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I cannot sign in to the app as it goes to login with a password and not to a registration page”
The company replied on 2026-02-20: “Hello Drew, Thank you for choosing us to protect your trip and for taking the time to share your experience. We’re sorry to hear that your experience has not been satisfactory. Upon reviewing your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Refunds delayed
6 reports · 10% of complaintsrising since 2026-06“the insurance company took HOURS to give us instructions”
The company replied on 2026-07-22: “Hello Luis, First of all, thank you for taking the time to share your experience with us. We are truly sorry that your experience with the medical assistance provided in Japan and the subsequent…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I still have not received my reimbursement”
The company replied on 2026-08-28: “Hi Salvatore, thank you very much for your feedback. We are really glad that Debora was able to intervene and help resolve the issues you faced with the insurer, ensuring everything was sorted out.…”
Our classifier read this reply as a substantive response.
“I still haven’t received the payment, I also realised I never was asked about the account”
The company replied on 2026-02-16: “Hello Karolina, thanks for your review We are very sorry for the inconvenience you experienced during your trip and hope you are feeling better now. We also apologize for the delay in handling your…”
Our classifier read this reply as a substantive response.
It promised: refund.
Refund refused
5 reports · 8% of complaintsrising since 2026-06“I couldn't login with my username and password, I couldn't reset my password”
The company replied on 2026-06-22: “Hello Violette, Thank you for taking the time to share your experience. We sincerely regret the situation you mention and that you feel you have not received a response or solution to your issue. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“We had a premium insurance that had cancellation coverate for medical reasons up to 7000 € but they didn't return a signle euro.”
The company replied on 2026-04-20: “Hi Francisco, Thank you for sharing your experience and, first and foremost, we apologize for any inconvenience. Upon reviewing your case, we can confirm that our Customer Care team has attempted to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“I called at night received false information that i should seek medical care ASAP”
The company replied on 2026-02-26: “Hi Diogo, Thank you for taking the time to let us know about your experience. We're sorry to hear it hasn't been as positive as possible. We would like to inform you that, after reviewing your case…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.