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

Last updated May 7, 2020

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 with trips scheduled between January 29 through June 30, 2020 to modify their plan coverage dates by applying for a voucher to be used for a policy covering a future booking.

You may apply for your voucher by visiting www.generalitravel.com/voucher

As a further accommodation, for trips scheduled between January 29 through June 30, we will extend our free look period to within 30 days of purchase, irrespective of the free look period set forth in your plan document (in most cases, 10 days).  

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.

Position Statement - Coronavirus Outbreak

The Coronavirus outbreak is considered a foreseeable event under any plans purchased on or after January 29, 2020.That means you could be covered if you are diagnosed with Coronavirus, but foreseeable events such as becoming quarantined due to the Coronavirus will not be covered. In addition, some of our plans exclude losses due to a pandemic. For plans that exclude losses due to a pandemic, there will be no coverage for this event for losses occurred on or after 03/11/2020, the date COVID-19 was formally declared a pandemic by the World Health Organization. Customers are strongly encouraged to read their Description of Coverage or Insurance Policy for details regarding their available coverage.

Frequently Asked Questions

Coronavirus & Travel Insurance

   
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 and June 30, 2020, and did not travel or file a claim, you may be eligible for a travel insurance policy voucher which can be applied to a later trip. Visit www.generalitravel.com/voucher to determine if you are eligible. You can apply for the voucher now, even if you have not yet scheduled the new trip. The credit must be applied to a trip booked by December 31, 2020, but your travel dates do not have to occur in 2020.
   
How does the declaration of a Pandemic by the World Health organization on March 11th, 2020 affect my coverage?

Some of our plans (including Ski & Mountain Travel Insurance and Seaside Coastal Travel Insurance) have a general exclusion for Pandemic and will not provide coverage for losses due to COVID-19 that occur on or after 3/11/2020.

The travel assistance services included with our plans can still be used for COVID-19-related events, including 24/7 Emergency Assistance.

If your trip was scheduled to depart between January 29 and June 30, 2020 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 I am diagnosed with Coronavirus, how can travel insurance help?

If you are diagnosed with Coronavirus before or during your trip, and meet the requirements for coverage due to sickness, 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.

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.

For your safety and the safety of others, travelers who believe they may have contracted the virus should call our 24/7 Emergency Assistance team who will coordinate local treatment on your behalf.

If your trip was scheduled to depart between January 29 and June 30, 2020 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 affected area. 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.

Coronavirus is a public health emergency of international concern and many airlines and other travel suppliers are canceling service, refunding trips and waiving change fees for travel for the next few months. Seeing if your travel supplier can accommodate changes should be the first step.

If your trip was scheduled to depart between January 29 and June 30, 2020 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 or adverse weather, our plans do not cover flight cancellations due to Coronavirus.

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..

Coronavirus is a public health emergency of international concern and many airlines and other travel suppliers are canceling service, refunding trips and waiving change fees for travel for the next few months. Seeing if your travel supplier can accommodate changes should be the first step.

If your trip was scheduled to depart between January 29 and June 30, 2020 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 I buy a travel insurance plan now, how can it help if Coronavirus affects my trip?

If you are diagnosed with Coronavirus before or during your trip, and meet the requirements for coverage due to sickness, 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.

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.

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?

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

If you are traveling and quarantined, but not sick, coverage depends on when you bought your plan. Plans purchased on or after January 29, 2020 will not provide coverage for quarantine due to the Coronavirus outbreak. Plans purchased before that date can cover you for Trip Cancellation, Trip Interruption and Travel Delay events if you are quarantined due to the Coronavirus, provided the plan you purchased includes those coverages.

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.

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

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

For those plans that include Trip Interruption coverage, travel insurance can help if you get sick on your trip and can’t travel.

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.

For your safety and the safety of others, travelers who believe they may have contracted the virus should call our 24/7 Emergency Assistance 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 you have any additional questions, please email our Customer Service team at customerservice@generalitravelinsurance.com

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