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

Last updated January 25, 2022

Travel Updates: Our plans provide coverage if you, a family member, or a traveling companion become ill with COVID-19 and plan requirements are met.

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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 Travel Support while traveling.

If you had a trip booked between January 29, 2020 and March 31, 2022, 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 get sick with 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.

What's Covered

If my trip is delayed past the original return date, does my travel insurance coverage extend as well?

Yes. All travel insurance coverages will be extended if your entire trip is covered by the plan and your return is delayed by unavoidable circumstances beyond your control. If coverage is extended, coverage will end either on the date you reach your originally scheduled return destination or seven days after your scheduled return date, whichever comes first.

If I test positive for COVID-19 more than a week before I’m supposed to go on my trip, can I be covered for Trip Cancellation?

Yes, coverage may be provided if you receive a positive test result from a testing facility or a positive test result from an at-home test that meets certain requirements and the diagnosis or sickness prevents you from traveling. You must take your test while your Trip Cancellation coverage is in effect. Trip Cancellation coverage goes into effect at 12:01 a.m. the day after you purchase your plan.

Do I have to have symptoms and see a doctor to qualify for COVID-19 sickness coverage?

We will accept a positive test result from a testing facility or a positive test result from an at-home test that meets certain requirements. You do not need to have COVID-19 symptoms to qualify for coverage.

If someone in my travel party tests positive, but I test negative, can I qualify for coverage to isolate at my destination past my scheduled check-out date?

Yes, for plans that include Travel Delay, coverage may be provided up to the maximum benefit limit if your traveling companion is diagnosed with COVID-19 and you have to pay for additional lodging at your destination.

If a travel companion tests positive for COVID-19 and can’t travel, will I qualify for Trip Cancellation coverage?

Yes, for plans that include Trip Cancellation coverage, coverage may be provided if a travel companion or family member is diagnosed with COVID-19.

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, 2020 and March 31, 2022, 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 - March 31, 2022
You must request a voucher by March 31, 2022
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, 2020 and March 31, 2022 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 plan, contact CSA Travel Protection-Generali Global Assistance customer service at customercare@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 area with a growing number of cases. 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, 2020 and March 31, 2022 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.

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 Travel Support 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 Travel Support team who will coordinate local treatment on your behalf

Telemedicine services and Medical and Dental coverage, Emergency Assistance and Transportation, and Travel Delay coverages can also help if you get sick while traveling, provided the plan you purchased includes those coverages and access to Telemedicine services.

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. Medical and Dental coverage, Emergency Assistance and Transportation, and Travel Delay coverages can also help if you get sick while traveling, provided the plan you purchased includes those coverages.

Travel insurance also gives you access to 24/7 Travel Support during your trip and certain plans include access to telemedicine services while traveling.

For your safety and for the safety of others, if you believe you may have contracted the virus, call our 24/7 Travel Support 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 get sick with COVID-19.

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

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.

Testing and Vaccination Requirements

I tested positive with an at-home test. Do I qualify for COVID-19 sickness coverage?

To qualify for COVID-19 sickness coverage, your at-home test must meet certain requirements:

You must take your test while your Trip Cancellation coverage is in effect. Trip Cancellation coverage goes into effect at 12:01 a.m. the day after you purchase your plan.
The test must be a viral test and have Emergency Use Authorization (EUA) from the U.S. Food and Drug Administration (FDA). You can view a list of approved nucleic acid amplification tests (NAAT) and a list of approved antigen tests.
The testing must include a telehealth video call during which someone authorized by the manufacturer supervises the testing procedure in real time.
The telehealth provider must issue a report confirming the patient’s identity, the name of the laboratory or healthcare entity, the type of test and the specimen collection date.

See what tests qualify

Will insurance cover my test costs?

Travel insurance will not cover the cost of COVID-19 tests before your trip. However, for plans that include Medical and Dental coverage, travel insurance may cover the cost of COVID-19 testing during your trip if you get sick and are required by a physician to take a COVID-19 test for diagnostic purposes.

What if vaccination for Coronavirus is a requirement to travel? How might travel insurance help in that case?

Most plans include “new vaccination requirements” as a covered reason for trip cancellation. If your destination country announces and publishes a new vaccination requirement after you buy travel insurance, and you are medically unable to receive the vaccination, you can be reimbursed for your insured trip cost. This applies when vaccination is a requirement to enter the country, but not in the case of new quarantine rules for unvaccinated travelers.

If you are traveling with a child that is too young to receive the vaccination for COVID-19, pursuant to CDC guidelines, that would typically qualify as being medically unable to receive the vaccination.

What if I test positive at my destination? Will insurance cover additional lodging?

If you are diagnosed with Coronavirus or another sickness, you can be covered for certain additional unexpected expenses on your trip, such as lodging, provided the plan that you purchased includes Travel Delay coverage.

Voucher Program

What are the steps for redeeming my insurance voucher?

First, you will need to book a new trip on Vrbo. After submitting your payment, you will see a page that presents coverage options. Instead of purchasing another Travel Insurance policy, select “No thanks” and continue. Once your trip is confirmed, fill out the voucher redemption form to apply your voucher to your new booking.

Where can I find my new trip details to redeem my insurance voucher?

You can find your new trip details after rebooking your trip on Vrbo in your email inbox or on the confirmation page. To get to the confirmation page, you will need to submit your payment information and decline Travel Insurance coverage on the following page by selecting “No thanks."

What if the amount of coverage needed for my new trip differs from the amount of my voucher?

If coverage for your new trip costs less than the voucher amount, your original payment method will be credited the difference. If coverage for your new trip costs more than the voucher amount, you will be asked to make an additional payment to cover the difference.

What is a Travel Insurance policy voucher?

Travel Insurance vouchers are temporarily available to travelers who purchased insurance policies for trips that were canceled due to COVID-19. Vouchers give travelers the opportunity to apply the same coverage amount from their canceled trip to a future one. Visit generalitravel.com/voucher for full details and to apply for a voucher.

How do I know if I have a voucher?

If you applied for a voucher, please check your email for an approval email.

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