Coronavirus (COVID-19) Advisory and FAQs

Last updated May 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 of the Standard, Preferred and Premium plans available on this website. 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 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 generalitravel.com/voucher

As a further accommodation, for customers with trips departing between January 29 and June 30, 2020, 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.

Chris Carnicelli, CEO of Generali Global Assistance North America

Coronavirus (COVID-19) Position Statement

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 (including the Standard, Preferred, and Premium) 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 March 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. 

Coronavirus & Travel Insurance Frequently Asked Questions

Buying a Plan

   
If I buy a travel insurance plan now, how can it help if COVID-19 affects my trip?

Our plans stopped providing coverage for losses due to COVID-19-that occur on or after March 11, 2020, when the outbreak was named a pandemic by the WHO.

Now only the travel assistance services included with our plans can be used for COVID-19-related events. For example, if you are diagnosed with Coronavirus during your trip, you can call our 24-Hour Emergency Assistance phone line for help finding the right medical provider near you and coordinating emergency medical transportation. Other services include help sending emergency messages, arranging travel back home, emergency cash transfer, help getting the assistance of U.S. embassies and consulates and more.

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.

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

Already Have a Plan

   
My trip has been canceled. What can I do with the travel insurance plan I bought?

In an effort to help our customers during this trying time, we have introduced two options to help you:

If you were scheduled to depart on your trip between January 29 and June 30, 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. While travel does not need to occur in 2020, your rebooking will need to be done this year. Visit generalitravel.com/voucher for details.

If you were scheduled to depart on your trip between January 29 and June 30, 2020, we will extend our free look period to within 30 days of purchase. That means you now have 30 days from purchase to cancel your travel insurance plan for a full refund if it no longer suits your needs, as long as you have not filed a claim or left on your trip.

   
If I am diagnosed with COVID-19, how can travel insurance help?

Our plans stopped providing coverage for losses due to COVID-19-that occur on or after March 11, 2020, when the outbreak was named a pandemic by the WHO.

Only the travel assistance services included with our plans can still be used for COVID-19-related events. For example, if you are diagnosed with COVID-19 during your trip, you can call our 24-Hour Emergency Assistance phoneline for help finding the right medical provider near you and coordinating emergency medical transportation. Other services include help sending emergency messages, arranging travel back home, emergency cash transfer, help getting the assistance of U.S. embassies and consulates and more.

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.

If your trip was scheduled to depart between January 29 and June 30 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 COVID-19, could I be reimbursed for the flight cost?

Our plans do not cover flight cancellations due to COVID-19, but can cover cancellations or delays due to a mechanical breakdown or adverse weather.

If you purchased Trip Cancellation for Any Reason coverage, you could be reimbursed up to 75% of your prepaid, forfeited, non-refundable trip cost, if you meet certain requirements..

In response to COVID-19 many cruise lines, airlines, and other travel suppliers are canceling service and refunding trips or waiving change fees. To ensure you are aware of all your travel change options, we encourage you to check with your airline or travel supplier before filing a travel insurance claim. See our list of the most commonly used suppliers with links to their COVID-19 policies.

If your trip was scheduled to depart between January 29 and June 30 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.

   
My trip has been postponed to a later date. Can I transfer my travel insurance plan to the later dates?
If you were scheduled to depart on your trip between January 29 and June 30, 2020, and have not departed or filed a claim, you may be eligible for a travel insurance policy voucher to apply to your new dates. Visit generalitravel.com/voucher.
   
If I am quarantined due to the Coronavirus, how can travel insurance help?

Our plans stopped providing coverage for losses due to COVID-19-that occur on or after March 11, 2020, when the outbreak was named a pandemic by the WHO.

The travel assistance services included with our plans can still be used for COVID-19-related events. If you are quarantined due to COVID-19 during your trip, you can call our 24-Hour Emergency Assistance phone line for help sending emergency messages, arranging travel back home, emergency cash transfer, help getting the assistance of U.S. embassies and consulates and more.

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.

If your trip was scheduled to depart between January 29 and June 30 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.

   
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 one of 20 covered reasons. Generali Global Assistance plans do not offer coverage if you cancel your trip due to fear of traveling due to Coronavirus, unless you added Trip Cancellation for Any Reason coverage to your plan. In that case, you could be reimbursed up to 75% of your prepaid, forfeited, non-refundable trip cost, if you meet certain requirements.

In response to COVID-19 many cruise lines, airlines, and other travel suppliers are canceling service and refunding trips or waiving change fees. To ensure you are aware of all your travel change options, we encourage you to check with your airline or travel supplier before filing a travel insurance claim. See our list of the most commonly used suppliers with links to their COVID-19 policies.

If your trip was scheduled to depart between January 29 and June 30 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.

   
My cruise line recently changed the ports of call for my upcoming trip. I’m now traveling to different ports which I didn’t choose. Can I cancel my trip and be reimbursed?

Generali Global Assistance plans do not offer coverage for changes to your travel itinerary, unless you purchased the Premium Plan and added the Trip Cancellation for Any Reason coverage. In that case, you could be eligible for reimbursement of up to 75% for the prepaid, forfeited, non-refundable payments for your trip if you meet the coverage requirements.

In response to COVID-19 many cruise lines, airlines, and other travel suppliers are canceling service and refunding trips or waiving change fees. To ensure you are aware of all your travel change options, we encourage you to check with your airline or travel supplier before filing a travel insurance claim. See our list of the most commonly used suppliers with links to their COVID-19 policies.

If your trip was scheduled to depart between January 29 and June 30 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.

   
How can travel insurance help if I am traveling to a part of the world with heightened risk?

Our plans stopped providing coverage for losses due to COVID-19-that occur on or after March 11, 2020, when the outbreak was named a pandemic by the WHO.

However, your travel insurance plan can help if you get sick or injured for a reason not related to COVID-19. Medical costs may be higher during this time, so the Medical and Dental and Emergency Assistance and Transportation coverages included with our plans are especially suggested when traveling. For example, Japan’s National Tourism Organization has advised travelers that, “Medical expenses may be high in the event that you become sick or injured and require a visit to the hospital whilst in Japan so please do not forget to take out the necessary travel insurance.”

The travel assistance services included with our plans can still be used for COVID-19-related events. You can call our 24-Hour Emergency Assistance phone line for help finding the right medical provider near you, coordinating emergency medical transportation, sending emergency messages, arranging travel back home, emergency cash transfer, help getting the assistance of U.S. embassies and consulates and more.

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.

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

   
If I bought Trip Cancellation for Any Reason coverage, can I cancel for Coronavirus?

Yes. If you purchased Trip Cancellation for Any Reason coverage it is your choice whether to travel or cancel your trip according to the terms of the plan. The naming of COVID-19 as a pandemic does not affect your coverage.

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

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