We purchased a “Top” travel insurance policy expecting protection in case of real travel disruptions. Unfortunately, our experience with Heymondo / IMA Ibérica has been extremely disappointing and feels deliberately evasive.

Our journey was severely disrupted by a chain of events completely outside our control:

Our ferry from Coron to El Nido was cancelled without prior notice, with all sea routes suspended for days.

As a mitigation measure, we purchased an alternative flight.

That flight was then cancelled as well due to weather conditions.

As a direct result, we were objectively unable to reach El Nido on time and lost prepaid hotels and tours.

Despite this very clear causal chain, the insurer chose to fragment the events and interpret the policy in the narrowest possible way.

They:

Ignored the clear link between the cancelled ferry, cancelled flight, and the loss of hotels and tours.

Used highly literal and restrictive interpretations of the policy to deny coverage.

Argued that losses at the destination “do not apply” simply because the delay happened elsewhere.

Rejected the application of “trip interruption” and “loss of services” despite these being explicitly mentioned in the policy wording.

In short, the insurance covered only the cheapest and least relevant part of the claim, while evading responsibility for the real financial losses.

This experience has seriously undermined our trust. If you are looking for an insurer that stands by you in complex but genuine travel disruptions, this is not it. The policy looks comprehensive on paper, but when you actually need it, the interpretation becomes extremely restrictive. Adding a delayed response to our problems.

We will be escalating this matter to the insurance regulator and sharing this experience publicly to ensure other travelers are aware.