I hope you'll never need it, but if the bad luck decides to bet on you... welcome to the club!
NOTE: if you find yourself in need of a doctor while abroad, you'll need to contact Heymondo which will tell you which hospital or clinic you should go. Usually the insurance company pays in advance any medical expenses by paying the hospital directly, so in that case you won't need to ask for a refund - which is valid in other cases such as flight delay, purchase of necessary personal effects in case of lost suitcase, etc.
In my case, while I was in Mauritius and my daughter was ill, I didn't think about contacting Heymondo right away, also because the expense wasn't too high; so I paid the doctor's bill and then, once I got home, I contacted the customer service through the app to apply for a refund.
Now, let's back to business.
The first and most important rule to remember is this: Keep everything: receipts, boarding passes, invoices, prescriptions, tickets. EVERYTHING.
In my case, regarding the luggage, the delivery was delayed by two days upon returning home. It was April and in the suitcase there were just summer clothes, swimsuits, towels, some toiletries. Nothing extremely important, I didn't have to buy necessary personal effects and therefore I didn't ask for any refund from the insurance. But if it had happened on the outward journey I would have found myself in Mauritius with nothing, and that's where I would have requested a refund for the expenses incurred.
When you are ready to apply for a refund, contact Heymondo customer service via the app explaining briefly what happened and asking for information on the procedure. Within a few hours, you will get an email from customer service where they list the documents to be sent and give you the email address of the insurance entity that will process your refund.
In my case, they asked:
- a medical report including symptoms, diagnosis and treatment, to understand the nature of the illness;
- the medical prescription;
- the medical bill and any receipts from the pharmacy.
I had everything, luckily the doctor who came to see my daughter gave me everything I needed for the insurance so I didn't have to go through any further steps.
Once these documents had been sent, the insurance entity (in my case Axa, but it can change) replied to me within 3 days and asked me to send:
- a letter explaining what happened in detail and what amount I was asking for the refund (I simply wrote what happened in the body of the email);
- proof of travel dates (air tickets are fine);
- a copy of the passport;
- my contact details (address, telephone number, email);
- a certificate from the Bank showing my name, IBAN, and BIC/SWIFT codes.
After 6 days Axa emailed me saying that my refund request had been accepted, and after 6 more days the money was credited to my account. In short, it took only 17 days from the first contact with customer service via the app to the moment the money was credited to my account!