Smart Insurance Correduría de Seguros S.L. (trading as Heymondo)

Assistance call deadline

For medical assistance/hospitalization the insured must contact the 24/7 Struttura Organizzativa (+39 02.24128782) immediately, before taking any independent action; reimbursement claims must then be filed within 15 days (medical expenses, baggage, trip interruption), 5 days (flight-delay cancellation, perdita dei servizi), 3 days (accidents) or 30 days (personal liability) of the event.

Unauthorized treatment

No reimbursement is due for hospital/surgical or assistance expenses incurred without prior contact with the Struttura Organizzativa; failure to comply with the notification obligations can lead to total or partial loss of the right to indemnity under Art. 1915 of the Civil Code.

Purchase while abroad

The policy may be purchased after the trip has already started, but in that case cover becomes effective only from 00:00 of the 3rd day following issue, and the optional Annullamento Viaggio and VIP Lounge/parametric flight-delay guarantees cannot be added.

Chronic conditions

Persons suffering from chronic alcoholism, full-blown AIDS, drug addiction, organic cerebral pathologies (e.g. epilepsy) or psychiatric pathologies (e.g. schizophrenia, manic-depressive syndrome, paranoid disorders) are not insurable, regardless of a case-by-case health assessment.

Pregnancy

Illness related to pregnancy is covered as ordinary medical expense only up to the 26th week of gestation; complications after the 26th week, the puerperium, therapeutic abortion and childbirth are excluded from cover.

Pre-existing condition exclusions

Malattie Preesistenti (conditions diagnosed or being assessed before the policy purchase or trip enrolment) are excluded from cover, in particular under the Assistenza in Viaggio and Spese Mediche in Viaggio guarantees.

Coverage duration limit

Cover applies to trips of up to 365 days; the policy can be extended up to a cumulative maximum of 365 days of travel by paying the additional premium, but extensions are not permitted for insureds who have already had a claim involving hospitalization exceeding 7 days, and destination-based medical massimali do not accumulate across renewals.

Flight delay compensation

Compensation for flight delays exceeding 8 hours, up to EUR 300 for outbound or return flights

Baggage delay coverage

Reimbursement for essential purchase expenses if checked baggage is delayed more than 8 hours or not delivered by carrier

Trip cancellation insurance

Optional or bundled benefit covering non-refundable travel expenses in case of cancellation due to covered reasons

Medical expenses (Premium tier unlimited)

As of March 2026, Premium tier single-trip and annual policies offer unlimited medical expense coverage (previously EUR 10,000,000)

Direct payment for medical expenses

Not established from the insurer's documents

Insurance company pays medical providers directly; policyholder typically avoids upfront out-of-pocket costs for emergency medical care

Medical repatriation (unlimited)

Full organization and coverage of repatriation transport to place of residence or equipped Italian hospital following serious illness or injury abroad

Age limit removal (Premium tier)

As of 2026, Premium tier single-trip policies have no age limit (previously capped at 74 years); Top and Tranquility tiers maintain age restrictions

Destination coverage by macro-area

Coverage territory defined by geographic macro-areas (Italia, Europa/Mediterraneo, Mondo, USA-Canada) rather than individual countries; coverage limits and medical expenses vary by macro-area

Pre-existing medical conditions exclusion

Conditions that existed or were diagnosed before policy inception are generally excluded; exceptions may apply under specific circumstances documented in full conditions

Deductible structure (franchigia)

Not established from the insurer's documents

Policies include per-claim deductibles (franchigia) on medical expenses and baggage claims; optional 'Zero Deductible' (Franchigia Zero) add-on eliminates these

Claim notification timeline

Baggage theft/loss claims must be reported to authorities within 48 hours and to insurer without undue delay; medical claims should be reported through 24/7 assistance platform before hospitalization if possible

Armed conflict zones exclusion

Travels to areas under armed conflict are excluded from coverage; destinations not covered even if insured person travels there

No age limit, with over-74 medical sub-limit

The policy does not set an age limit for any tier (Art. 1.3), but a €200,000 medical-expenses sub-limit applies to insured persons over 74, on top of the destination-based massimale, for all tiers.