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

Last updated August 20, 2020

We are 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.

Coronavirus Frequently Asked Questions

Buying a Plan

   
I’m booking a trip—how do I purchase travel insurance?

Visit www.vacationprotection.com to buy a travel insurance plan. All of our plans include 24/7 emergency assistance while traveling.

If you had a trip booked between January 29 and December 31, 2020, purchased travel insurance and are rescheduling, you may be eligible for a travel insurance policy voucher that you can use for your new vacation. Visit generalitravel.com/voucher to learn more.

Please note: 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. 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. To review your coverage details, please see your Description of Coverage or Insurance Policy.

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 want to cancel my travel insurance plan. What do I do?

If you had a trip booked between January 29 and December 31, 2020 and are rescheduling, you may be eligible for a travel insurance policy voucher that you can use for your new vacation. Visit generalitravel.com/voucher to learn more.

You also have the option of cancelling your travel insurance plan for a full refund within the free look period set forth in your plan document (in most cases, within 10 days of purchase), as long as you have not departed on your trip or filed a claim.

To cancel your travel insurance policy, contact CSA Travel Protection-Generali Global Assistance customer service at csa@csatravelprotection.com. Please note we’re experiencing a high volume of requests and you may experience delays. We appreciate your patience.

Questions about canceling your reservation? Learn more.

   
I have a trip planned to an affected area. Will I be able to cancel my trip and be reimbursed?

You can be reimbursed for unused, non-refundable, pre-paid trip costs if you need to cancel your trip for a covered reason. Plans do not offer coverage if you cancel your trip due to fear of traveling.

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.

   
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.

   
How can travel insurance help if I'm traveling to an area with heightened risk?

For those plans that include Trip Interruption coverage, travel insurance can help if you get sick on your trip.

All of our travel insurance plans include 24/7 emergency assistance to help travelers arrange medical treatment—For your safety and for the safety of others, if you believe you may have contracted the virus, call our 24/7 Emergency Assistance team who will coordinate local treatment on your behalf

Plans that include On Demand Medical Care services (Including Teladoc access), Medical and Dental coverage, Emergency Assistance and Transportation, and Travel Delay coverages can also help if you get sick while traveling.

   
I need to file a travel insurance claim. Where do I start?

For a simpler and quicker claim submission, visit our eClaims website and provide a valid email address to get started. Once you’re signed up, you will be asked to provide your policy number which can be found on the policy confirmation email that you received when you purchased your plan. If you don’t know your policy number, you can proceed without it, but you may experience additional delays in processing your claim.

Please note: We are experiencing an unprecedented number of claims due to concerns around COVID-19, which may delay our ability to quickly process your claim. We sincerely apologize for this inconvenience and appreciate your patience. We are committed to resolving your claim as soon as possible.

   
I have travel insurance and am diagnosed with Coronavirus, could I 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.

   
Can travel insurance help if I get sick before I leave on my trip?
With travel insurance you can be reimbursed for your prepaid, nonrefundable trip costs if you get sick before your trip and can’t travel. Please note that you must be diagnosed in person by a physician prior to your scheduled departure date and obtain written verification from the treating physician recommending that you do not travel.
   
What if I get 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 your safety and for the safety of others, if you believe you may have contracted the virus, call our 24/7 Emergency Assistance team who will coordinate local treatment on your behalf. 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 dedicated physician statement advising that you weren’t able to travel. This statement should be included with your documents when submitting your claim

   
What if I go on my trip and the area I visit is quarantined because the Coronavirus spreads? Could Trip Interruption coverage apply?

For those plans that include Trip Interruption coverage, being quarantined is a listed covered reason for interrupting your trip. Coverage is provided for forfeited prepaid expenses, as well as costs to either return home or rejoin your trip as scheduled, once 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 you, your traveling companion or family member contract COVID-19.

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

 

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