LuggageHero and HotelsHero offer optional insurance to travelers who book and pay through our platforms: Insurance of up to 10,000 USD per booking.
This insurance covers your belongings during short-term storage at approved partner locations. In collaboration with First Marine Insurance Ltd., cover holders for Lloyd's of London, your booking can be insured for up to USD 10,000.
⚠️ Important: This is subsidiary insurance. The LuggageHero and HotelsHero insurance 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.
Insurance summary
Insurance of up to 10,000 USD per booking. You can add insurance of up to 10,000 USD per booking when you drop off your bags.
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 been checked in and checked out through LuggageHero (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 insurance 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. Claims must be made when you collect your bags: report any damage or loss to the storage location at pick-up, before you leave.
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 Insurance Ltd., for assessment.
What is not covered
Jewelry, watches, precious metals
Cash or currency
Valuable documents (passports, IDs, prescriptions)
Collectibles, antiques, art
Electronics (laptops, tablets, phones)
Cameras & accessories
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
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 booking was not checked in and out through LuggageHero (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
Claims must be made when you collect your bags — report any damage or loss to the storage location at pick-up, before you leave
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
Excluded items are never covered
Questions before filing? Contact us at support@luggagehero.com (LuggageHero) or support@hotelshero.com (HotelsHero) before starting the claim form.