Coronavirus (COVID-19) Outbreak and Travel Insurance—Important Information and FAQ’s for Customers

Last updated April 26, 2022

Travel Updates: Our plans provide coverage if you, a family member, or a traveling companion become ill with COVID-19 and plan requirements are met. See Coverages

Generali Global Assistance is closely monitoring the Novel Coronavirus (COVID-19) and its potential impact on our travelers. This notice is intended to help you better understand your travel insurance plan coverages or potential purchases. While we will be updating this page regularly, we also encourage you to consult the World Health Organization (WHO) and Centers for Disease Control and Prevention (CDC) websites for the most up-to-date information.

Message from Our CEO

To Our Customers:

First, I sincerely hope that this note finds you and your loved ones safe and healthy during this very difficult period. 

As the COVID-19 outbreak continues to rapidly evolve, Generali Global Assistance wants to make sure that we keep you informed and that all of our customers receive all assistance and benefits from us to which they may be entitled.  Also, we want to inform you of steps we are taking to accommodate our customers who are understandably choosing to postpone their trips until more is known about the spread and impact of COVID-19. 

Although our Global teams are experiencing unprecedented assistance and call volumes, we are 100% committed to fulfilling all of our contractual commitments and providing assistance and medical aid in this unprecedented time of need. 

With one call, we can provide live help with almost any issue while traveling. Our plans provide many broad-ranging non-insurance services to assist you—from changing travel plans and pre-trip services, to the urgent coordination of emergency medical transportation and medical care to you, our customers and families in need. 

We are also happy to assist and encourage you to work closely with your travel suppliers to ensure that you are receiving all benefits and accommodations to which you are entitled.

We remain focused on supporting you and fully understand why many travelers are choosing to postpone their trips until more is known about the spread and impact of COVID-19. Therefore, we are, as a special accommodation and in the interest of serving our customers in this crisis, allowing customers who were to depart on their trip between January 29, 2020 and March 31, 2022, to modify their plan coverage dates by applying for a voucher to be used for a policy covering a future booking.

Again, assisting our travelers with virtually any problem in their time of need is and always has been our number one mission and priority. We will continue to keep you informed of developments and options for travelers as this current crisis evolves.

Sincerely,

Chris Carnicelli

*All benefits are subject to plan purchase, claim documentation submitted and plan provisions.

Frequently Asked Questions

Buying a Plan

   
Can I insure a trip purchased with a travel credit or voucher?

Yes. If you received a voucher or credit from a travel company based on previous payment for a booking that is being transferred to a new trip, the new trip can be covered by one of our travel protection plans.

   
If I buy a travel insurance plan now, how can it help if Coronavirus affects my trip?

If you, a family member or a traveling companion get sick from COVID-19 before or during your trip, you can be covered for Trip Cancellation, Trip Interruption, Travel Delay, Medical & Dental, and Emergency Assistance & Transportation, provided the plan you purchase includes those coverages.

Travel insurance also gives you access to 24/7 Travel Support during your trip and certain plans include access to telemedicine services while traveling.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

What's Covered

   
If my trip is delayed past the original return date, does my travel insurance coverage extend as well?
Yes. All travel insurance coverages will be extended if your entire trip is covered by the plan and your return is delayed by unavoidable circumstances beyond your control. If coverage is extended, coverage will end either on the date you reach your originally scheduled return destination or seven days after your scheduled return date, whichever comes first.
   
If I test positive for COVID-19 more than a week before I’m supposed to go on my trip, can I be covered for Trip Cancellation?
Yes, coverage may be provided if you receive a positive test result from a testing facility or a positive test result from an at-home test that meets certain requirements and the diagnosis or sickness prevents you from traveling. You must take your test while your Trip Cancellation coverage is in effect. Trip Cancellation coverage goes into effect at 12:01 a.m. the day after you purchase your plan.
   
Do I have to have symptoms and see a doctor to qualify for COVID-19 sickness coverage?

We will accept a positive test result from a testing facility or a positive test result from an at-home test that meets certain requirements. You do not need to have COVID-19 symptoms to qualify for coverage.

   
If someone in my travel party tests positive, but I test negative, can I qualify for coverage to isolate at my destination past my scheduled check-out date?
Yes, for plans that include Travel Delay, coverage may be provided up to the maximum benefit limit if your traveling companion is diagnosed with COVID-19 and you have to pay for additional lodging at your destination.
   
If a travel companion tests positive for COVID-19 and can’t travel, will I qualify for Trip Cancellation coverage?
Yes, for plans that include Trip Cancellation coverage, coverage may be provided if a travel companion or family member is diagnosed with COVID-19.
   
My trip has been postponed or canceled and I haven’t decided whether to rebook it or plan a different trip. What can I do with my travel insurance plan?

If you were scheduled to depart on your trip between January 29, 2020 and March 31, 2022, and have not departed and will not travel or file a claim, you may be eligible for a travel insurance policy voucher to use at a later date. You can apply for a voucher now even if you have not yet scheduled a new trip. Visit generalitravel.com/voucher for details.

Voucher eligibility:

  • Original trip departure date is between January 29, 2020 - March 31, 2022
  • You must request a voucher by March 31, 2022
  • Travel has not already taken place
  • A claim has not already been filed against the policy
  • You waive your right to file a claim for loss arising out of your original trip date once a voucher is issued
   
My cruise line recently changed the ports of call for my upcoming trip. I’m now traveling to different ports which I didn’t choose. Can I cancel my trip and be reimbursed?

Generali Global Assistance plans do not offer coverage for changes to your travel itinerary due to COVID-19, unless you purchased optional Trip Cancellation for Any Reason coverage (only offered on certain plans). In that case, you could be eligible for reimbursement of up to the amount in the schedule if you meet the coverage requirements.

If your trip was scheduled to depart between January 29, 2020 and March 31, 2022 and you have not departed and will not travel, you may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
I have a trip planned to an area with a growing number of cases. Will I be able to cancel my trip and be reimbursed?

For those plans that include Trip Cancellation coverage, you can be reimbursed for unused, non-refundable, pre-paid trip costs if you need to cancel your trip for one of the listed covered reasons in your plan.

For plans that exclude losses due to a pandemic, there will be no coverage for this event for losses occurred on or after March 11, 2020, the date COVID-19 was formally declared a pandemic by the World Health Organization. Coverage can be provided if you, your traveling companion, or family member get sick from COVID-19.

Generali Global Assistance plans do not offer coverage if you cancel your trip due to travel restrictions, shelter in place orders, or fear of traveling, unless you added optional Trip Cancellation for Any Reason coverage to your plan (only offered on certain plans). In that case, you could be reimbursed up to the amount in the schedule if you meet certain requirements.

If your trip was scheduled to depart between January 29 , 2020 and March 31, 2022 and you have not departed and will not travel, you may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
If the airline cancels my flight due to Coronavirus, could I be reimbursed for the flight cost?

While some of our plans can cover cancellations or delays due to a mechanical breakdown, adverse weather or labor strike our plans do not cover flight cancellations due to Coronavirus.

If you purchased Trip Cancellation for Any Reason coverage (only offered on certain plans), you could be reimbursed up to the amount in the schedule if you meet certain requirements..

If your trip was scheduled to depart between January 29, 2020 and March 31, 2022 and you have not departed and will not travel, you may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
How can travel insurance help if I am traveling to an area with heightened risk?

If you are traveling to a high-risk area and have a plan that includes Medical and Dental and Emergency Assistance and Transportation coverages, your travel insurance plan can help if you get sick during your trip and need to seek treatment or medical evacuation. In addition, our plans include access to worldwide Travel Support services, which are available 24/7 during your trip and certain plans include access to telemedicine services while traveling.

Trip Interruption and Travel Delay coverages can also help if you get sick while traveling, provided the plan you purchased includes those coverages.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
If I bought Trip Cancellation for Any Reason coverage, can I cancel for Coronavirus?

Yes. If you purchased Trip Cancellation for Any Reason coverage (only offered on certain plans) it is your choice whether to travel or cancel your trip according to the terms of the plan.

Trip Cancellation for Any Reason coverage can provide reimbursement of up to the amount in the schedule, provided you cancel at least 48 hours prior to your scheduled departure and other plan requirements are met. The naming of COVID-19 as a pandemic does not affect your coverage.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
If I am diagnosed with Coronavirus, how can travel insurance help?

If you get sick with COVID-19 before or during your trip, you can be covered for Trip Cancellation, Trip Interruption, Travel Delay, Medical & Dental, and Emergency Assistance & Transportation, provided the plan you purchased includes those coverages.

Travel insurance also gives you access to 24/7 Travel Support during your trip and certain plans include access to telemedicine services while traveling.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
I have a fever and am not allowed to board my flight or cruise. Can travel insurance help?

For those plans that include Trip Interruption coverage, travel insurance can help cover your pre-paid trip cost as well as additional transportation expenses if you get sick on your trip and can’t travel. Plans that include Medical and Dental and Emergency Assistance and Transportation can provide coverage if you need to seek medical treatment or evacuation during your trip.

Travel insurance also gives you access to 24/7 Travel Support during your trip and certain plans include access to telemedicine services while traveling.

For your safety and the safety of others, travelers who believe they may have contracted the virus should call our 24/7 Travel Support team who will coordinate local treatment on your behalf. You should do what you can to remain isolated and our assistance team will make sure you reach the dedicated local health facility best equipped to treat the virus—in accordance with the respective national response plan.

Once you arrive at the proper facility, have the treating physician sign our physician statement advising that you were not able to travel. This statement should be included when you submit your claim.

Please read your Description of Coverage/Policy confirmation documents for coverage details.

   
If I am Quarantined due to the Coronavirus, how can travel insurance help?

Please note that based on policy definitions, a “shelter in place” order is not considered a mandatory “Quarantine” and is not a covered event under our plans.

If you are diagnosed with Coronavirus or another sickness and are Quarantined you can be covered. Learn more

If you are Quarantined, but not sick, coverage depends on when you bought your plan and when the loss occurred. Coverage is unavailable if the insurance plan was purchased on or after January 29, 2020. For insurance plans that exclude pandemics, coverage is unavailable for losses occurred on or after March 11, 2020, the date COVID-19 was formally declared a pandemic by the World Health Organization. Plan exclusions for a pandemic can vary according to your state of residence and the plan you purchased. For eligible plans that include coverage for mandatory Quarantine, coverage may be available. To review your coverage details, please see your Description of Coverage or Insurance Policy.

Please read your Description of Coverage/Policy confirmation documents for coverage details

Testing and Vaccination Requirements

   
I tested positive with an at-home test. Do I qualify for COVID-19 sickness coverage?

To qualify for COVID-19 sickness coverage, your at-home test must meet certain requirements:

  • You must take your test while your Trip Cancellation coverage is in effect. Trip Cancellation coverage goes into effect at 12:01 a.m. the day after you purchase your plan.
  • The test must be a viral test and have Emergency Use Authorization (EUA) from the U.S. Food and Drug Administration (FDA). You can view a list of approved nucleic acid amplification tests (NAAT) and a list of approved antigen tests.
  • The testing must include a telehealth video call during which someone authorized by the manufacturer supervises the testing procedure in real time.
  • The telehealth provider must issue a report confirming the patient’s identity, the name of the laboratory or healthcare entity, the type of test and the specimen collection date.

See what tests qualify

   
Will insurance cover my test costs?
Travel insurance will not cover the cost of COVID-19 tests before your trip. However, for plans that include Medical and Dental coverage, travel insurance may cover the cost of COVID-19 testing during your trip if you get sick and are required by a physician to take a COVID-19 test for diagnostic purposes.
   
What if vaccination for Coronavirus is a requirement to travel? How might travel insurance help in that case?

Most plans include “new vaccination requirements” as a covered reason for trip cancellation. If your destination country announces and publishes a new vaccination requirement after you buy travel insurance, and you are medically unable to receive the vaccination, you can be reimbursed for your insured trip cost. This applies when vaccination is a requirement to enter the country, but not in the case of new quarantine rules for unvaccinated travelers.

If you are traveling with a child that is too young to receive the vaccination for COVID-19, pursuant to CDC guidelines, that would typically qualify as being medically unable to receive the vaccination.

   
What if I test positive at my destination? Will insurance cover additional lodging?

If you are diagnosed with Coronavirus or another sickness, you can be covered for certain additional unexpected expenses on your trip, such as lodging, provided the plan that you purchased includes Travel Delay coverage.

If you have any additional questions, please email our Customer Service team at customerservice@generalitravelinsurance.com

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