LuggageHero and HotelsHero offer optional insurance coverage to travelers who book and pay through our platforms.
This coverage protects your belongings during short-term storage at approved partner locations.
⚠️ Important: This is subsidiary insurance. The LuggageHero and HotelsHero insurance coverage only applies after your personal or travel insurance provider has processed or formally declined your claim. You must contact your own insurer first. Claims submitted without proof of a personal insurer decision will not be eligible for processing.
Coverage summary
Coverage Type | Amount | How to get it |
Premium Insurance | Up to $3,000 per bag | Must be explicitly selected and paid for at booking |
Basic Insurance | Up to $500 per bag | Included by default or shown as an optional add-on at check-in |
To be eligible, your booking must:
Be paid through the LuggageHero or HotelsHero digital platform
Be checked in through the platform's system (using the app or booking page)
Have used the in-app storage timer (LuggageHero bookings)
Before you file a claim, what do you need to have done first
1. Contact your personal or travel insurance provider. LuggageHero's coverage is subsidiary. You are required to file a claim with your own insurer before we can process yours. This is not optional — the claim form will ask you to confirm this before you can proceed.
2. Report the incident to local authorities. For theft or loss claims, a police report is mandatory. You will be required to upload a copy during the claim form. If you have not yet filed a police report, please do so before starting the form — you will not be able to submit your claim without it.
3. Inspect your luggage immediately on pickup. Report any damage or loss to the storage location before leaving. Incidents not reported at the time of collection may affect eligibility.
4. Contact LuggageHero support. Before filing the claim form, you must have already been in contact with LuggageHero support about the incident. The form will ask when you first contacted us.
How to file a claim
Once you have completed the steps above, you can submit your claim using the form below.
The form will ask you to:
Accept that the information you provide will be shared with relevant authorities to process your claim
Confirm that you have contacted your own insurance provider
Upload the decision letter from your own insurance provider
Confirm that none of the excluded items (see list below) are part of your claim
Confirm you have contacted LuggageHero support before filing
Provide your contact details and address
Provide the booking ID associated with the incident
Confirm when you became aware of the incident
Confirm you notified the storage location
Select what was affected — bags, contents, or both
Select your claim reason — damages, theft, or loss
Describe the damage or loss and upload photos
Confirm whether you have filed a police report and upload a copy (required for theft and loss claims)
Describe each affected item with brand, type, and estimated value
Provide an estimated total value in USD
Upload proof of your personal insurer's decision (settlement or formal decline letter)
Confirm all information is complete and accurate
Claims are reviewed internally before being forwarded to our third-party insurance partner, First Marine ApS, for assessment.
What is not covered
Item Type | Basic ($500) | Premium ($3,000) |
Jewelry, watches, precious metals | ❌ | ❌ |
Cash or currency | ❌ | ❌ |
Valuable documents (passports, IDs, prescriptions) | ❌ | ❌ |
Collectibles, antiques, art | ❌ | ❌ |
Electronics (laptops, tablets, phones) | ❌ | ✅ (must be documented) |
Cameras & accessories | ❌ | ✅ (must be documented) |
Medical or life-saving items | ❌ | ❌ |
Perishable goods | ❌ | ❌ |
Flammable or hazardous materials | ❌ | ❌ |
Weapons or illegal substances | ❌ | ❌ |
Sentimental or personal value items | ❌ | ❌ |
Undeclared high-value items | ❌ | ❌ |
What is covered
Item Type | Basic ($500) | Premium ($3,000) |
Clothing | ✅ | ✅ |
Footwear | ✅ | ✅ |
Toiletries & hygiene items | ✅ | ✅ |
Books and printed materials | ✅ | ✅ |
Travel accessories (chargers, umbrellas) | ✅ | ✅ |
Basic luggage (suitcases, backpacks) | ✅ | ✅ |
Children's items | ✅ | ✅ |
Coverage does not apply if:
Payment was made directly to the storage location (cash or outside the platform)
The booking was not checked in using the LuggageHero or HotelsHero system
The in-app storage timer was not used (LuggageHero bookings)
Luggage was stored outside the confirmed booking window
Prohibited items were included in the stored luggage
You have not first filed and received a decision from your personal insurer
A police report was not filed for theft or loss claims
Summary
LuggageHero insurance is a subsidiary — your personal or travel insurer must be contacted first, every time, without exception
A police report is mandatory for theft and loss claims — the form cannot be submitted without one
Insurance applies only to bookings made, paid, and checked in through the platform
Claims require proof of booking, incident documentation, insurer decision, and police report, where applicable
Prohibited items are never covered, regardless of insurance tier
Questions before filing? Contact us at contact@luggagehero.com (LuggageHero) or support@hotelshero.com (HotelsHero) before starting the claim form.