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Understanding Your Insurance Coverage with LuggageHero and HotelsHero

Understand what's covered under our Basic & Premium insurance—and which items are excluded from compensation.

Updated this week

Overview

LuggageHero and HotelsHero offer optional insurance coverage to travelers who book and pay through our platforms. This coverage is designed to protect your belongings during short-term luggage storage at approved partner locations.

Please note that this is subsidiary insurance, which means you must first file a claim with your personal insurance provider.


Coverage Summary

Coverage Type

Amount

Conditions

Premium Insurance

Up to $3,000 per bag

Available only when explicitly selected and paid for at the time of booking via the platform.

Basic Insurance

Up to $500 per bag

In some cases, included by default with bookings made and paid through the platform. In other cases, it may appear as an optional add-on during check-in. Only valid if selected and paid for, where applicable.

To be eligible for any coverage, payment must be made through the LuggageHero or HotelsHero digital platform, and the booking must be checked in using the platform’s system.

Applies to:

  • Bookings via the LuggageHero app/website

  • QR/walk-in bookings activated

  • Bookings via HotelsHero, where payment and check-in are completed digitally.


Important Limitations

Insurance does not apply in the following cases:

  • Payment was made directly to the storage location without system confirmation

  • The booking was not checked in using the LuggageHero or HotelsHero system

  • The in-app storage timer was not used (LuggageHero)

  • Luggage was stored outside the confirmed booking window

  • Items not eligible for storage were included (e.g., jewelry, electronics, cash, perishable goods)

  • You have not yet filed with your primary insurance provider

Note: Insurance offered through our platforms is subsidiary. This means it only applies after your personal or travel insurance provider has processed or declined the claim.


How to File a Claim

To begin a claim:

  1. Inspect your luggage immediately upon pickup.

  2. Report any damage or theft to the storage location while you are still on-site.

    • Booking ID and confirmation

    • Description of incident

    • Photos of the item(s) and issue

    • Proof of declined or insufficient coverage from your insurer

    • Police report, if applicable

LuggageHero or HotelsHero will forward your documentation to our third-party insurance partner, First Marine ApS.


Eligibility Requirements

To be eligible for any insurance coverage:

  • The booking must be registered and confirmed through the LuggageHero or HotelsHero platforms.

  • The service must be paid via the digital system (unless explicitly approved, in which case payment can be made in cash).

  • The luggage must not contain excluded or restricted items.

  • Claims must be made while still at or near the storage location to ensure verification.


Items Not Covered

The following table outlines which types of items are excluded from insurance coverage under each product tier offered by LuggageHero and HotelsHero:

Item Type

Basic Guarantee ($500)

Premium Insurance ($3,000)

Notes

Jewelry, watches, precious metals

❌ Not covered

❌ Not covered

Considered high-risk and easily concealable

Cash or currency (incl. coins)

❌ Not covered

❌ Not covered

Never eligible under any tier

Valuable documents

❌ Not covered

❌ Not covered

Includes passports, contracts, and IDs

Collectibles, antiques, art

❌ Not covered

❌ Not covered

Includes rare or irreplaceable items

Electronics (laptops, phones, tablets)

❌ Not covered

✅ Covered if properly documented

Must be declared and photos submitted at time of booking

Cameras and accessories

❌ Not covered

✅ Covered (with documentation)

Same as above

Medical/life-saving items

❌ Not covered

❌ Not covered

Should never be stored; user assumes full risk

Perishables (food, drinks, plants)

❌ Not covered

❌ Not covered

Storage of these items is prohibited

Flammable, explosive, or hazardous goods

❌ Not covered

❌ Not covered

Includes gas, fireworks, aerosol cans

Weapons, firearms, ammunition

❌ Not covered

❌ Not covered

Illegal in most storage environments

Illegal or controlled substances

❌ Not covered

❌ Not covered

Including narcotics and restricted drugs

Fragile items (glassware, porcelain)

❌ Not covered

✅ Covered with proper packaging

Must be packed securely; damage must be documented

Sentimental or personal value items

❌ Not covered

❌ Not covered

No coverage for emotional or non-monetary value

Unattended or unverified luggage

❌ Not covered

❌ Not covered

Must be checked in via the app or platform

Undocumented high-value items

❌ Not covered

❌ Not covered

Premium coverage only applies to declared items


Items Generally Covered Under Both Insurance Products

Item Type

Basic Guarantee ($500)

Premium Insurance ($3,000)

Clothing (e.g., shirts, pants, coats)

✅ Covered

✅ Covered

Footwear (shoes, boots)

✅ Covered

✅ Covered

Toiletries and hygiene items

✅ Covered

✅ Covered

Books, printed materials

✅ Covered

✅ Covered

Travel accessories (umbrellas, chargers, power banks under €50)

✅ Covered

✅ Covered

Basic luggage (suitcases, backpacks)

✅ Covered

✅ Covered

Children’s items (toys, diapers, stroller accessories)

✅ Covered

✅ Covered

Sunglasses and non-prescription glasses

❌ Not covered

✅ Covered (if declared)



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