hepster Reviews 

in my opinion its scam company. I had insurance with them and I paid them all the money all year and when insurance event happened. they stop replying me. i have send all the documents for claim and every time i call support they say they will get back to me it took 3 years and i am still following up with them. no reply on emails and no answers after calling the customer support. they always say they will get back. Finally, I hired a lawyer and i am going to sue them and making a criminal charges on them for suspected fraud to their clients and online scam and there are 100 of reivews people talking about how they got fooled by them. Really, this kind of company is operating in germany its a surprise. in support, they are so correct and always sorry that they have a workload and they will get back to you. but they will never do it. always you call them they promiss to come back and they never did. i had called them 57 times in last 3 year. they use tactical delay to demotivate you and never want to followed up.

Sadly. They extend prices for their existing clients while new clients receive better prices.
Last year I paid 67€, this year they billed 81€ for me. Price for new clients is 74€.
I think that this model is awful. I’m cancelling my contract and choosing another company for next year.

I see lots of review that many people are not receiving their insurance payments. That says that this company is not reliable to clients.

Really good service, very supportive. 10/10.

This company feels like a scam. They pretty much only cover medical, and government recall of armed forces. I had a flight booked in Uganda, all state and government entities are sending out do not travel and even flights out of uganda are being rerouted because of an Ebola out break. Uganda even says do not travel to Western border which is exactly where my flight was returning from to Entebbe. They refused to refund anything. So much for there "100% Refundable Booking" BS.

Excellent service!

For an insurance I think there are two things to consider, the price and if you get the compensation for your damage or stolen items.
When my previous bike got stolen I didn't have to go through a lot of process to claim the money, and it took a relatively small amount of time to receive the amount back.
Which enabled me to replace my bike soon.
On top of that the insurance policy for the new bike was approved instantly and I could feel safe from day one.

They reimbursed 50 Euros for me easily. They accepted my communication in English

Responsive customer service

After submitting all relevant details from Schutzbrief 24, which was bought by hepster, my altogether 14th email and I lost count of the calls they still refuse to transfer the money that was already guaranteed to be transferred in September 2024. This is a scam insurance and I will complain to notebooks biller as I will surely not purchase anything there anymore when they entertain insurance companies that purposefully delay and cheat customers. They now want me to submit all the documents again even though the case was closed and only the amount was pending. They refuse to pay. They play the long game writing email after email. Years pass by, I’m in year number 2. If you had any sense, don’t even consider working with them.
Schadensmeldung Re: [Ticket#2024082187001327] Ihre Schadenmeldung zur Vertragsnummer: 58481560/1 Ticketnummer #580210

I bought an insurance for the handy via Notebook billiger. Unfortunately the IMEI is registered in the wrong format, so it does not shows up correctly. I cannot change it. As a consequence I could not yet activate the insurance. Wrote an email, I first got a reply after 3 days stating that they received the email but have many emails to reply so it will take time. Tried to call, but they have an "Interne Veranstaltung" so they cannot answer the phone.

they’re taking weeks to answer. i payed almost 400€ 2 1/2 weeks ago and i haven’t gotten any step further. i got one answer to my mail 2 weeks after the incident, gave me a link to file the case which didn’t even work. horrible experience so far, can only hope to get my money back at some point.

edit: it’s a month later and i still haven’t gotten a reply, not even to speak of my 380€ i’m waiting on. i’m on my last 14€ and this company can’t manage to send me the money they owe me. congratulations hepster

Really great, simple, modern, digital experience.

Absolute trash.

Don't reply to communications.

Avoid.

My bike was stolen in December. Since then, the company has come up with never-ending additions to which documents they need. Additionally, it takes ages for them to respond, leaving the impression that they are trying to avoid settling the claim.

I purchased bicycle insurance through Hepster (MOINsure GmbH).

I bought my bike as an aluminum model, as the frame is aluminum and it is categorized as such in stores. I insured it under the non-carbon category, but when I filed a claim, Hepster rejected it because the fork is carbon.

Nowhere in the policy is it clearly stated which components are considered "main" for coverage purposes. Like most customers, I could only know the frame material, as that is how bicycles are marketed and sold. No one is expected to verify the material of every single part unless explicitly required. Carbon can be used in various bike components, such as handlebars, seat stays, stem, brake levers, and shifters, making it nearly impossible for customers to inspect and identify every material used.

What Went Wrong:
Unclear contract terms – Hepster denied my claim based on a vague definition of "main components."
Lack of transparency – When I asked for a list of these "main components", I never received a clear answer.
If you're not a bicycle expert, I strongly advise against getting their bicycle insurance. Their claims process is unreliable, unclear, and unfair.

My premium bicycle was stolen from the locked roof rack of my vehicle at the beginning of May, 2024. I got a police report and claimed. They responded immediately asking for the invoice of the bike lock and police report which I supplied. 3 weeks passed before they rejected the claim, stating that “in their opinion, I had not taken enough measures to secure the bike”, even though it had been secured exactly compliant with their policy wording. After 3 months of non-stop follow up from my side providing ample evidence, they simply closed the case without paying one cent. I then lodged a complaint with the insurance ombudsman, and after 7 months, the ombudsman finally ruled in my favour, forcing them to pay out in full. So to all those affected by falsely rejected claims, I urge you to lodge a complaint with the ombudsman. Don’t lose hope, and fight them. Quite often, they’re trying their luck by rejecting your claim, hoping you’ll accept it and do nothing. Whoever reads this, may it serve as hope that you can get justice from this deviant company. If you haven’t yet signed with them, DON’T!

Terrible experience, very shady practices and not transparent communication. This was the first time I had a really bad experience with an insurance company, I would not recommend Hepster to anyone.

My bike was stolen while I was in another continent taking care of a health issue. Because of this, I filed my claim to Hepster after the police report - which mind you, was not filed by me because I was in another country. I then got a refusal from Hepster, I was denied because I filed it 1 day after the 14-day reporting period.

Ironically, later I found out that Hepster had cancelled my contract on the day that my partner reported that his bike was stolen from our basement. They didn’t give me any notice of this fact.

Very bad and slow communication from their side, overall the worse experience I ever had with a service provider. Stay away from this insurance.

SEE EDIT

Often up to two weeks to get any kind of reply to messages. Bike damaged in July and still trying to get claim sorted due to unbearably slow response times. They will do whatever they can to get out of settling a claim but are very fast to take your money. I gave them all the documentation required but there was always another problem. One minute i'm told the claim will be settled as soon as my old frame is destroyed by the bike shop and then next minute there is another document required that wasn't mentioned before. Good luck trying to get any reply to a message or speaking to anyone on the phone who knows what they are talking about. I will be telling all my cycling friends to avoid this company like the plague.

EDIT:
Claim finally settled in a satisfactory manner for which I am grateful. Ultimately everything let down by poor communication and slow response times but otherwise I'm happy with the outcome

By far the worst experience with any insurance company I have had so far. Insured mountain bike was stolen. I provided all documents to Hepster immediately after this. Roughly 3 month slater, Hepster got back to me :). First requirement by Hepster: the police report does not list Hepster explicitly as the insurer - please go back to the police to get a new one (good luck with this). Second: please provide a statement by the Haushaltsversicherung regarding any potential coverage since the bike was stolen from my house. In the end I got partly compensated by the Haushaltsversicherung and forgot about Hepster. And then I got a reminder 9 months later: the friendly insurer booked the premium for the upcoming 12 months on the insured bike that was stolen 10 months ago and reported as stolen to them... Avoid by all means!