Generali Travel Insurance FAQs


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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, please contact Customer Service.

If you're ready to purchase a Generali travel insurance plan, an instant quote is one click away.

GENERAL FAQS

   
How does travel insurance work?

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

   
What are the benefits of travel insurance?

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/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.

   
What is travel insurance and what does it cover?

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

   
Can I be covered for a Pre-Existing Medical Condition?

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. Please see a sample Description of Coverage or Policy for details.

   
When is the best time to get travel insurance?

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.

   
What can I insure?
You may insure pre-paid, non-refundable trip costs.
   
When can I buy travel insurance?
Generali travel insurance plans can be purchased up to 18 months before the trip departure date and up until the day prior to departure.
Also see: When is the best time to get travel insurance?
   
Who is Generali Global Assistance?

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.
Read more about us

   
How does the Trip Cancellation for Any Reason add-on coverage work?
Trip Cancellation for Any Reason coverage is available as an optional upgrade to our Premium plan. This coverage reimburses you up to 75% of your nonrefundable trip costs when you cancel for any reason. These requirements must be met in order to qualify for Trip Cancellation for Any Reason coverage:

  • The travel insurance plan is purchased within 24 hours of initial deposit for your trip
  • You are not disabled from travel at the time you purchase the plan
  • You have insured 100% of all arrangements that are subject to cancellation penalties or restrictions
  • You cancel your trip 48 hours or more prior to the scheduled departure date
  • The trip cost per person is no more than $10,000
  • All insured travelers cancel the trip

This coverage is not available to residents of New York
   
What does "final payment" mean?
"Final payment" is the last pre-paid payment (prior to departure) of the most expensive part of the trip, unless the main air arrangements are added last. "Main air arrangements" refer to air to/from the main destination, compared to tickets for a side trip during the vacation.
   
What is a foreseeable event?
Foreseeable simply means reasonably known beforehand. Once it is reasonable that people traveling to an area would know about an event, it becomes foreseeable. For example, if employees of the airline you are flying announce that they are going on strike, the event becomes foreseeable once they make the announcement.
   
What are non-refundable, pre-paid trip costs?
Non-refundable, pre-paid trip costs are costs associated with your insured trip that you wouldn't recoup if you cancel the trip and are paid before you leave on your trip. Take into account flights, cruises, accommodations, tours, entertainment and other trip costs that could be lost if you're prevented from taking your trip.

PURCHASING ONLINE

   
How do I calculate trip costs when buying travel insurance?

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.

   
Where can I compare travel insurance plans and prices?

You can view the three Generali Global Assistance travel protection plans in a side-by-side comparison to easily see the different coverages, features and services. If you get a quote first, you can also compare prices of the plans.

   
What do I enter if I'm using multiple travel suppliers of the same type?
On the purchase page we ask what travel suppliers you are using on your trip. If you are using multiple suppliers of the same type, such as an airline or tour company, select the one with the highest cost. This section will not affect the coverage or pricing of your plan.
   
When entering information to get a quote, should I enter travelers’ ages as they are now or when going on the trip?
Enter the travelers’ ages as they are at the time when you get the travel insurance quote.
   
How can I update my travel insurance plan?
If you need to change something about a plan you have already purchased, such as adding coverage for extra trip costs, call our customer service representatives at 800-874-2442. They can help update your plan any time before trip departure as long as a loss has not yet occurred.
   
Can I still buy insurance coverage for a pending storm?
For plans that offer coverage for adverse weather and natural disasters, if the plan is purchased after a storm is named, coverage is typically not provided for losses resulting from that named storm.
   
Step-by-Step Buying Guide

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.

Want to know how to edit your trip details when getting a quote, or wondering what travel suppliers to enter on the purchase page? Check out the guide!

   
Do I get a policy document when I purchase travel insurance?
A policy confirmation letter with your Description of Coverage/Policy will be sent to the email or mailing address you provided when you bought the plan, depending on which delivery method you chose.

Also see: How can I get another copy of my travel insurance plan documents?
   
What do I select if I am traveling to multiple destinations?
Select the destination where you will be spending the most time.
   
What should I do if I'm having technical difficulties with your website?
If you encounter a problem when attempting to purchase a plan online you may call our customer service representatives at 800-874-2442. They can help you with your purchase.
   
What if I want to cancel my plan after I've purchased it?

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.

   
How many people can be covered by one travel insurance plan?
Up to 10 travelers can be insured under one plan (they must be listed on the plan to be covered).

CLAIMS

   
How soon after buying a plan can I file a claim?
The plan will go into effect the day after purchase at 12:01 a.m. Any loss that occurs before that time will not be covered under the plan. If you are unsure of your effective date, you may still go through the claims process to determine if you are eligible for benefits.
   
What happens once I submit my claim?
Once you submit your claim, you will receive an email confirming that we received it and a dedicated claims team member will manage your case from start to finish. If any additional information is needed, they will contact you.
   
Who do I contact if I have questions about my claim?
You may contact our Claims Department toll-free at 800-541-3522 or via email at claims@generalitravelinsurance.com.
   
How much time do I have to submit a claim?
Claims need to be submitted within one year after a covered loss, but should be submitted as soon as possible.
   
How do I file a claim?
To initiate your claim, please visit our Start a Claim page and follow the prompts. For most Trip Cancellation, Trip Interruption and Travel Delay claims, you can initiate your claim entirely online. If you prefer, you may file your claim using a PDF claim form  that can be downloaded and sent to us via email, mail or FAX. Check out our How to Start a Claim page  or call our Claims Department at 800-541-3522 if you have further questions.

SUPPORT AND SERVICES

   
What services are available to me before, during and after my trip? 

You are eligible for informational and concierge services at any time after you purchase a Generali Global Assistance plan. The Emergency Assistance Services become available when you actually start your trip. Emergency Assistance, Concierge and Informational 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.

See details about all services that are available with our plans

Other services may be available depending on the plan you purchase; refer to the Description of Coverage or Policy for details.

   
How do I access the services included with my plan?

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 925-983-2285.

*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.

   
Who do I call if I have an emergency while traveling?

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.

   
How can I create an account?

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.

   
Who can I contact if I have questions about travel insurance?
If you have any questions about our travel protection plans that are not answered in these FAQs, Customer Service Representatives are available at 800-874-2442 to assist you from 6 a.m. to 6 p.m. Monday through Friday Pacific Time and 6 a.m. to 3 p.m. Saturday and Sunday Pacific Time.
   
How can I get another copy of my travel insurance plan documents?

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.

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