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Understanding Your Insurance Coverage with LuggageHero and HotelsHero

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

Updated this week

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.

Please note: This is subsidiary insurance. You must first file a claim with your personal or travel insurance provider before submitting a claim through us.

Coverage summary

Coverage Type

Amount

Conditions

Premium Insurance

Up to $3,000 per bag

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

Basic Insurance

Up to $500 per bag

May be included by default or shown as an optional add-on during check-in. Only valid if selected and paid for, where applicable.

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).

Applies to:

  • Bookings via the LuggageHero app or website

  • QR or walk-in bookings activated digitally

  • HotelsHero bookings where payment and check-in are completed online

Important limitations

Insurance does not apply if:

  • Payment was made directly to the storage location (cash or outside the system)

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

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

  • Luggage was stored outside the confirmed booking window

  • Prohibited or excluded items were included (see list below)

  • You have not filed a claim with your primary insurer first

Note: Insurance through LuggageHero and HotelsHero is a subsidiary. It applies only after your personal or travel insurance provider has processed or declined the claim.

How to file a claim

  1. Inspect your luggage immediately upon pickup.

  2. Report any damage or theft to the storage location before leaving.

  3. Fill out the form below and email your claim to the appropriate team:

  4. Include the following:

    • Booking ID and confirmation

    • Description of the incident

    • Photos of affected items and the issue

    • Proof of declined or insufficient coverage from your insurer

    • Police report (if applicable)

Insurance Claim Form

Your documentation will be forwarded to our third-party insurance partner, First Marine ApS.

Eligibility requirements

To qualify for coverage:

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

  • Payment must be completed digitally (unless explicitly approved otherwise).

  • The luggage must not contain restricted or excluded items.

  • Claims must be filed while at or near the storage location to allow verification.

Items not covered

Item Type

Basic ($500)

Premium ($3,000)

Notes

Jewelry, watches, precious metals

❌

❌

High-risk items

Cash or currency

❌

❌

Never eligible

Valuable documents (passports, IDs)

❌

❌

Not covered

Collectibles, antiques, art

❌

❌

Irreplaceable items

Electronics (laptops, tablets, phones)

❌

✅

Must be declared & documented

Cameras & accessories

❌

✅

Must be declared & documented

Medical or life-saving items

❌

❌

Should never be stored

Perishable goods (food, drinks, plants)

❌

❌

Storage prohibited

Flammable or hazardous materials

❌

❌

Includes gas or aerosols

Weapons, firearms, ammunition

❌

❌

Illegal to store

Illegal or controlled substances

❌

❌

Not permitted

Fragile items (glassware, porcelain)

❌

✅

Must be packaged properly

Sentimental or personal value items

❌

❌

Emotional value excluded

Unchecked or unverified luggage

❌

❌

Must be registered in system

Undeclared high-value items

❌

❌

Premium applies only if declared

Items generally covered

Item Type

Basic ($500)

Premium ($3,000)

Clothing (shirts, coats, pants)

✅

✅

Footwear

✅

✅

Toiletries & hygiene items

✅

✅

Books, printed materials

✅

✅

Travel accessories (chargers, umbrellas)

✅

✅

Basic luggage (suitcases, backpacks)

✅

✅

Children’s items (toys, stroller gear)

✅

✅

Sunglasses / non-prescription glasses

❌

✅ (if declared)

Summary

  • Insurance is optional and available only for bookings made and paid through the platforms.

  • Coverage applies only when the timer or digital check-in system is used.

  • The policy is subsidiary. File first with your personal insurer.

  • Claims must include proof of booking, payment, and documentation of loss or damage.

Questions?

Contact us for assistance:

Related Articles
What Items Can and Cannot Be Stored with LuggageHero
Understanding LuggageHero Rates, Fees, and Add-Ons
Understanding Multi-Day Storage at LuggageHero
Understanding LuggageHero’s Commission and Fee Structure
LuggageHero Guarantee and Optional Insurance
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