Generali Travel Insurance FAQs
We've gathered the most common travel insurance questions we receive, to help you find the answers you need to choose the right travel insurance plan that meets your needs. If you don't see your question below, try our Help Center or contact Customer Service. If you're ready to purchase a Generali travel insurance plan, an instant quote is one click away.
TRAVEL INSURANCE FAQS
If something happen during your trip and you need to use your travel insurance, you’ll need to file a claim to be reimbursed. We have a page that explains how to start a claim, a great resource for learning more about the claims process.
Let’s say your baggage is delayed* and you need to buy clothes and toiletries, you would submit a claim to seek reimbursement. Travel insurance comes in handy in scenarios like this.
Oftentimes, travel insurance is offered when buying a cruise, airfare or booking a vacation rental. We encourage customers to pay attention to the fine print when considering insurance provided by travel suppliers. For example, a cruise line’s travel insurance may not pay cash to cover a cancelled or interrupted cruise, but instead offers credit towards a future cruise. If you prefer cash reimbursement, that’s reason to consider purchasing directly from a travel insurance provider instead.
We recommend bringing a print out of your plan documents with you when traveling so if you are affected by a storm and lose power or can’t connect to the internet, you’ll still know what number to call and what instructions to follow.
* Baggage Delay coverage can only be claimed if the delay lasts for the amount of time specified in the Schedule of Benefits
If you purchase our Premium plan you can qualify for coverage for pre-existing medical conditions, as long as the travel protection plan is purchased prior to or within 24 hours of your final trip payment, you are medically able to travel at the time the plan is purchased, and all prepaid trip costs that are subject to cancellation penalties or restrictions have been insured.
Travel insurance helps protect you from certain unexpected and potentially costly events that can occur before or during your trip. Ultimately, it’s meant to help you travel with more peace of mind so you can worry less and focus on enjoying your time.
Unlike auto insurance, travel insurance coverage is elective, which means it’s up to you to decide if you want it. One of the most common reasons people consider travel insurance is to help protect the money that they’ve spent on their vacation. If you must cancel or interrupt your trip, there are often cancellation penalties tied to the travel arrangements that you’ve made and those cancellation penalties tend to get more severe as the departure date gets closer. You may only get a portion of your trip cost back if you have to cancel your plans—or none at all.
Insurance coverage for Trip Cancellation can reimburse you for unused, non-refundable, prepaid trip costs if you need to cancel your trip for a covered reason, such as sickness, job loss, flight cancellation due to adverse weather and more. Similarly, insurance coverage for Trip Interruption can recoup your trip costs if you’re unable to continue your trip because of a covered reason—our plans also provide reimbursement for additional transportation costs to help you return home or rejoin your group.
Travel insurance provides coverage for other unexpected, out-of-pocket costs as well, such as meals and overnight lodging if your travel is delayed*, clothing and personal items if your baggage is delayed* and medical expenses if you get sick or injured during your trip. Plans also provide insurance coverage for your bags and personal effects during your trip and some offerings help protect your sporting equipment while traveling, along with a variety of other available coverages. We recommend comparing our plans and choosing the option that best suits you and your trip.
*Travel Delay and Baggage Delay coverages can only be claimed if the delay lasts for the amount of time specified in the Schedule of Benefits
We are a full-service travel insurance and assistance provider. Formerly doing business as CSA Travel Protection, our customers will receive the same quality plans and outstanding customer service they have come to expect from us over the past 25 years, now backed by one of the largest insurance companies in the world. Our plans are built on the diverse needs of today’s travelers, designed to help you travel smarter.
Generali Global Assistance is part of the multinational Generali Group, which for more than 185 years has built a presence in 60 countries with over 76,000 employees. We pride ourselves on delivering a simpler, smarter approach to insuring and servicing millions of customers each year.
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We suggest you buy a travel insurance plan when you make your first trip payment, like airfare or a cruise. That way you have a long coverage period in case you need to cancel your trip. Later on, you can add coverage to the same plan for your hotel, tours and other pre-paid, non-refundable trip costs. It’s best to contact us to add coverage soon after you make new trip payments to be sure you have coverage for your full trip cost.
Generali Global Assistance offers a variety of plans and add-on coverages to help protect your trip. Our plans can help with a number of unexpected problems, including trip cancellations and interruptions; travel delays; lost, damaged and delayed baggage; and unexpected sickness, injury and medical evacuation. Additionally, our 24-Hour Emergency Services, Concierge and ID Theft Resolution services are included with our plans. These services round out our travel protection plans to provide real-time assistance when you need it on your trip.
In addition to providing added peace of mind, travel insurance can also help international travelers satisfy passport insurance requirements. Depending upon your country of residence and where you’re traveling to, you may be required to possess passport insurance for emergency hospital treatment and emergency medical evacuation before you’re permitted to enter your destination country or receive your visa. For instance, if you’re traveling to a Schengen country, our Standard, Preferred or Premium plans fulfill the Schengen visa insurance requirements.
Rental Car Damage coverage is included with the Premium plan and is available as an optional add-on coverage with the Standard and Preferred plans. It provides coverage if your rental car is damaged from collision, theft, vandalism, natural disasters or any other cause beyond your control. Coverage is provided for either the cost of repairs and rental charges charged by the rental company while the vehicle is being repaired or the Actual Cash Value of the car, whichever is less.
Note: Trucks, trailers, motorcycles and other vehicles are not eligible for coverage. Review your Description of Coverage/Policy for a full list of excluded vehicles.
This coverage is not available to residents of Texas.
You may insure any pre-paid, non-refundable trip costs. These are costs associated with your trip, that you paid before departing on your trip, and would be lost in the event of a trip cancellation. Take into account flights, cruises, accommodations, tours, entertainment and other trip costs that could be lost if you're prevented from taking your trip.
When buying a Generali travel insurance plan, you will be asked to enter the total trip cost for all travelers covered under the plan.
For example: A family that is taking a flight, staying in one hotel room and renting a car should include the total non-refundable cost for the hotel room and rental car, and the individual air ticket costs for each traveler, including children.
In order to qualify for coverage for pre-existing medical conditions or the Trip Cancellation for Any Reason add-on coverage (only available with the Premium plan), one of the requirements is that all prepaid trip costs that are subject to cancellation penalties or restrictions must be insured.
Generali Global Assistance proudly stands behind its products and services. That's why we offer a "free look" on all our travel protection plans. If you purchase a plan and are not satisfied, you have 10 days to contact us directly to indicate your desire to cancel (residents of Indiana may cancel within 30 days of purchase). If you haven't already left on your trip or filed a claim, you will receive a complete refund of your plan cost.
NOTE: The plan cost is non-refundable after the “free look” time frame allowed under the plan purchased.
Our Step-by-Step Guide for Buying Generali Travel Insurance answers some of the most common questions that travelers have about buying a Generali travel insurance plan online.
Also see: How can I get another copy of my travel insurance plan documents?
You have two options for filing a claim:
1) Visit our Travel Insurance eClaims Website, where you may file a claim or monitor your claim online. Please note that your account login for eClaims is separate from your account login for this website. FAQs related to eClaims can be accessed here.
2) Visit our PDF Claim Form page, where you can download the appropriate claim form packet and then email, fax or mail forms into our office. Please note that each packet outlines what is needed for your specific claim type.
See our How to Start a Claim page or call our Claims Department at 800-541-3522 if you have further questions.
With Zelle®, our online payment service, you may receive claim payment directly to your bank account without providing any account information—just your phone number or email address. To receive Zelle payment, we must have a valid email or phone number on file for you and you must have a U.S. bank account. You don’t need to use eClaims to receive payment via Zelle.
Otherwise, please allow 7-10 business days for delivery of your check via mail.
If you submitted an eClaim, you can monitor the status of your claim or add required documents at that website.
SUPPORT AND SERVICES
If you need to change something about a plan you have already purchased, such as adding coverage for extra trip costs, changing a name on the plan, or changing the travel dates, call our customer service representatives at 800-874-2442. They can help modify your plan any time before trip departure, as long as a loss has not yet occurred and the change is allowed. They are available to assist you 24/7.
Note: If you're signed into your Generali Global Assistance account, the name, address, phone and email from that account will auto-fill the form when you buy a plan. Before purchasing your plan, please verify all your information on the purchase page is correct.
If you have a Generali Global Assistance online account, you can access policy documents for plans you have purchased that are tied to that account. Otherwise, you can use our Retrieve Policy tool to find your Description of Coverage/Policy. You may also call our Customer Service Department at 800-874-2442, and a representative will help you get another copy.
You can create a Generali Global Assistance travel insurance online account using your email address, Facebook, Twitter or Google+ logins. An account allows you to save personal information, like your address, so you don’t need to enter that information every time you purchase a plan. From your account, you can also access information about past travel insurance plans that you’ve purchased.
Tip: If you create an account after you buy a plan, use the same email address to create an account that you used to buy the plan. That will allow you to access the plan information in the Purchased Plans section of your account.
If you need help from Concierge, Emergency Assistance, or Identity Theft Resolution services included with your travel protection plan, you can call 877-243-4135 toll-free 24 hours a day from within the United States, or call 240-330-1529 collect from around the world.
Generali Global Assistance travel insurance plans include access to Teladoc*, a service that connects travelers instantly with a worldwide network of doctors for information, medical advice, and treatment, including prescription medication, when appropriate. Learn more about how to use Teladoc as a Generali Global Assistance policyholder or call them directly at 800-835-2362.
*Teladoc services are only available while on a covered trip and are available in all 50 states. Their services are not currently available in U.S. territories or internationally.
You are eligible to use Concierge Services at any time after you purchase a Generali Global Assistance plan, there are even pre-trip services available before you travel. The Emergency Assistance Services become available when you actually start your trip. Emergency Assistance and Concierge Services end the earliest of: midnight on the day the plan expires; when you reach your return destination; or when you complete your trip.
Our plans include access to Teladoc, a service that connects travelers instantly with a network of physicians for information, advice, and treatment, including prescription medication, when appropriate. *Teladoc services are only available while on a covered trip and are available in all 50 states. Their services are not currently available in U.S. territories or internationally.
Identity Theft Resolution Services are automatically included for a full 180 days starting on the traveler’s scheduled departure date. *Identity Theft Resolution does not include assistance for thefts involving non-U.S. bank accounts.
Other services may be available depending on the plan you purchase; refer to the Description of Coverage or Policy for details.
Every Generali Global Assistance plan includes our acclaimed 24-Hour Emergency Assistance Services, for immediate aid accessible from anywhere in the world. If you need emergency help for an available service, you can call 877-243-4135 toll-free 24 hours a day from within the United States, or call collect to 240-330-1529 from around the world. If you cannot call collect from your location, dial direct and give the assistance provider your telephone number and location and they will call you back. When calling, you should have available your policy number and plan code, your location, a local telephone number, and details of the situation. In the event of a life-threatening emergency, please first call the local emergency authorities to receive immediate assistance and then contact the assistance provider.
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