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

Last updated August 20, 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 who were to depart on their trip between January 29 and December 31, 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

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

   
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 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.

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

Already Have a Plan

   
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 December 31, 2020, 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 - December 31, 2020
  • You must request a voucher by December 31, 2020
  • 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
   
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. Coverage can be provided if you, your traveling companion, or family member contract COVID-19 and plan requirements for sickness are met.

If your trip was scheduled to depart between January 29 and December 31, 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, adverse weather or labor strike our plans do not cover flight cancellations due to Coronavirus.

If your trip was scheduled to depart between January 29 and December 31, 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.

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.

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 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

   
How does the declaration of a Pandemic by the World Health organization on March 11th, 2020 affect my coverage?

For any plans that include coverage for losses due to sickness, we are providing coverage if you, a family member, or a traveling companion contract COVID-19 and plan requirements are met. The naming of COVID-19 as a pandemic does not affect this coverage. Eligible coverages can include Trip Cancellation prior to your scheduled departure, and Trip Interruption, Travel Delay, Medical and Dental coverage and Emergency Assistance and Transportation coverage during your trip. Customers can currently purchase our insurance plans to receive coverage for unforeseen COVID-19 sickness. In addition, our plans include access to worldwide Emergency Assistance services, which are available 24/7 should you need help while traveling.

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 other losses due to COVID-19 that occur on or after 3/11/2020. This means coverage for other events related to the Coronavirus are unavailable if the insurance plan was purchased on or after January 29, 2020 or if the loss 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.

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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