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

Last updated May 7, 2020

We are closely monitoring the Novel Coronavirus (COVID-19) and its potential impact on our travelers. This notice is intended to help you and your clients better understand their 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. Please note, our plans will not cover fear of travel, unless you purchased Trip Cancellation for Any Reason coverage. 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 client’s trip has been postponed or canceled and they haven’t decided whether to rebook it or plan a different trip. What can my client do with their travel insurance plan?
If your client was scheduled to depart on their trip between January 29 and June 30, 2020, and did not travel or file a claim, they may be eligible for a travel insurance policy voucher which can be applied to a later trip. Travelers should visit www.generalitravel.com/voucher to determine if they are eligible. Travelers can apply the voucher now, even if they have not yet scheduled the new trip. The credit must be applied to a trip booked by December 31, 2020, but the travel dates do not have to occur in 2020
   
What if my client is worried about traveling because of COVID-19?

The first thing a concerned traveler should do is contact you—their travel agent. As you know, Coronavirus is a Public Health Emergency of International Concern and many airlines and other travel suppliers are cancelling service, refunding trips and waiving change fees for travel for the next few months. Seeing if the travel supplier can accommodate changes should be the first step.

Travel insurance helps when a covered reason prevents travelers from taking their trip as scheduled—and every plan lists the types of mishaps that are covered. Sickness is one of the most common covered reasons for having to cancel a trip or cut it short. However, most travel insurance plans can’t cover a traveler’s fear of getting sick—including the fear of contracting COVID-19 while traveling.

If your client purchased optional Trip Cancellation for Any Reason Coverage (only offered on certain plans, but temporarily unavailable at this time) and cancel their trip, they can receive reimbursement of up to 75% of their prepaid, non-refundable trip costs, provided they cancel at least 48 hours prior to their scheduled departure and other requirements are met.

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.

If your client's trip was scheduled to depart between January 29 and June 30, 2020 and they have not departed and will not travel, they may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

   
My client’s cruise line changed the ports of call for their upcoming trip. Can they receive coverage for the cost to change their flight or to cancel their trip?

Generali plans typically include coverage for cruise ship and flight cancellations due to adverse weather or mechanical breakdown, but travel insurance does not offer coverage for itinerary changes because of widespread outbreaks like the Coronavirus Outbreak—unless your client purchased the Trip Cancellation for Any Reason Coverage (only offered on certain plans, but temporarily unavailable at this time). If they purchased the optional Trip Cancellation for Any Reason Coverage and cancel their Trip, your client can receive reimbursement of up to 75% of their prepaid, non-refundable trip costs, provided they cancel at least 48 hours prior to their scheduled departure and other requirements are met.

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.

If your client's trip was scheduled to depart between January 29 and June 30, 2020 and they have not departed and will not travel, they may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

   
My client has travel insurance and is diagnosed with Coronavirus, could they be covered for Trip Cancellation?

Coverage is available if the plan requirements for Trip Cancellation due to sickness are met. Please see a sample Description of Coverage or Policy for full details.

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.

If your client's trip was scheduled to depart between January 29 and June 30, 2020 and they have not departed and will not travel, they may be eligible for a travel insurance policy voucher. Visit generalitravel.com/voucher for details.

   
Should I offer travel insurance right now?

The short answer is yes. While Coronavirus coverage is limited due to the size of the outbreak and the length of time since it first became a known event, coverage for other matters remains. Travelers rebooking trips for later this year are still facing the risks they would normally face when planning a vacation, and even if a policy is unable to provide coverage for the outbreak, it can be an essential safeguard for travelers who are making sizable vacation investments and would benefit from purchasing protection for seasonal sickness and other covered events that could force them to cancel unexpectedly.

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

   
My clients are waiting to book their trips until we know more about the outcome of the outbreak—how can travel insurance help protect late or last minute bookings?
Clients who are waiting to book can still benefit from buying travel protection when they do decide to make plans. While Trip Cancellation may be less of a concern for last minute trips, travel insurance includes a variety of coverages that help protect travelers during their trip in addition to beforehand—especially if their trip gets interrupted or delayed because of adverse weather or other events that might not be top of mind during the outbreak, but could become more pressing threats as we approach the summer hurricane season
   
My clients are planning a domestic trip instead of an international one because of the outbreak. How can travel insurance help?
Travel insurance offers services that can help protect travelers while away from home. Many plans include access to Teladoc services if a traveler gets sick while traveling and needs a virtual doctor visit. All plans include access to 24/7 Emergency Assistance services during their trip. Services are included in addition to valuable coverage for common, domestic setbacks—such as travel delays due to adverse weather
   
What if my client has to be quarantined on their trip because the Coronavirus spreads?

Under many plans, being quarantined is a covered reason for Trip Interruption. Coverage is provided for forfeited prepaid expenses, as well as costs to either return home or rejoin their trip as scheduled, once the traveler is released.

For plans that offer coverage for Quarantines, please note that the Coronavirus outbreak event could be considered foreseeable and coverage for Quarantines may not be available under any plans purchased on or after January 29, 2020. Coverage can be provided if your client, a traveling companion or family member contract COVID-19.

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 their safety and for 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 their behalf

   
My client has a fever and wasn’t allowed to board their flight/cruise. Can travel insurance help?

If your client gets sick on their trip and can’t travel, travel insurance can provide coverage.

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 their safety and for 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 their behalf. Travelers should do what they can to remain isolated and our assistance team will make sure they reach the dedicated local health facility best equipped to treat the virus—in accordance with the respective national response plan.

Once they arrive at the proper facility, travelers should have the treating physician sign our dedicated physician statement advising that they weren’t able to travel. This statement should be included with their documents when submitting their claim

   
How can travel insurance help my clients traveling to a part of the world with heightened risk?

If your clients insured a trip to an affected area and are planning to travel, their travel insurance plan can help should they get sick and need to seek treatment on their trip. For plans that include Medical coverage, according to The New York Times, Japan’s National Tourism Organization has advised travelers that, “medical expenses may be high in the event that you become sick or injured and need to go to the hospital in Japan.”

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.

Generali travel insurance includes 24/7 emergency assistance to help travelers arrange medical treatment—For their safety and for 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 their behalf.

Many Generali plans include Medical coverage along with Emergency Assistance and Transportation coverage (if a traveler needs to be medically evacuated).

   
How does Generali Medical coverage work?

Generali Medical coverage is “in excess,” of your clients’ primary and secondary health insurance and while it may seem counterintuitive, in excess coverage can offer better value for travelers. Travelers make use of their primary and secondary coverages first, with in excess coverage picking up what is left over. In some cases, what’s left over may be the traveler’s full medical bill, while in others it may be copays or deductibles. Essentially, in excess coverage provides an added layer of protection on top of their primary or secondary coverage, rather than taking its place. Generali Medical coverage is not subject to copays or deductibles of any kind.

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 their safety and for 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 their behalf

   
Why is Trip Cancellation for Any Reason coverage temporarily unavailable?
CFAR has been suspended due to the ongoing uncertainty regarding the Coronavirus outbreak. The suspension is temporary and we will advise our partners as soon as the sale of the product resumes

If you have any additional questions, please contact your account manager directly. You may also email our Customer Service team at customerservice@generalitravelinsurance.com

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