Home       Plans       FAQs       Emergency       Hurricanes       Claims       Contact

Frequently Asked Questions

Buying Vacation Rental Insurance

How can I buy vacation rental insurance?

Get a no obligation quote by simply entering the departure and return dates for your trip and the total trip costs. It only takes minutes to insure your trip and cover everyone staying at the vacation rental.

When can I buy vacation rental insurance?

Vacation rental insurance plans can be purchased up to 18 months before the trip departure date and up until the day prior to departure.

How do I calculate trip costs when buying vacation rental 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, accommodations, tours, entertainment and other trip costs that could be lost if you're prevented from taking your trip.

May I add or alter coverage on my plan after I purchase it?

Yes, as long as you haven’t already experienced a loss that you might want to file a claim for. If you purchase additional arrangements prior to your departure date — such as flights, rental car, a round of golf or concert tickets — a phone call to customer service will allow you to add coverage. Should you need to extend the dates for your trip, you may do so by calling us prior to your scheduled return date. Please note: An increase in trip cost could cause the insurance premium to go up.

Can I cancel my vacation rental insurance purchase?

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.

Coverage Information

Can my traveling companions and I be insured on the same plan?

Yes. Everyone staying at the reservation is insured. Note that some coverages are subject to plan maximums.

If my trip is cancelled or interrupted for a covered reason, can I be reimbursed for other prepaid travel costs like airplane tickets or a spa package?

Yes, provided these costs have been insured.

How does Rental Car Damage coverage work?

Rental Car Damage coverage is available as an optional add-on coverage with the Travel Secure and Travel Care plans. It provides coverage if your rental car is damaged from collision, theft, vandalism, natural disasters or any other cause beyond your control during your trip. Coverage is provided for either the cost of repairs and rental charges charged by the rental company while the vehicle is being repaired or the Actual Cash Value of the car, whichever is less.


Note: Trucks, trailers, motorcycles and other vehicles are not eligible for coverage. Review your Description of Coverage/Policy for a full list of excluded vehicles.


This coverage is not available to residents of Texas.

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

You can qualify for coverage for pre-existing medical conditions as long as the 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.

If I buy travel protection today, when does coverage begin?

Trip cancellation coverage begins the day after the plan payment is received. All other coverages begin when you depart on your covered trip.

What is Trip Inconvenience coverage?

The Travel Secure plan includes Trip Inconvenience coverage, also known as “No Snow” coverage, which can compensate you up to the benefit amount listed in the schedule if most of the ski lifts or other attractions are closed due to lack of snow, provided certain coverage requirements are also met. 


See a Description of Coverage/Policy for full details

Damage Protection

What is Damage Protection coverage?

The Travel Secure plan includes Damage Protection, which covers for unintentional damage to the vacation home during your stay. You can be reimbursed up to $1,000 if you are charged for covered losses or if your damage security deposit is withheld.

What if there’s damage to the rental?

As soon as you know there’s damage to the property, start a claim.

Are excessive cleaning fees covered by Damage Protection?

Neither regular cleaning fees nor excessive cleaning fees are covered by the plan.

Is theft covered by Damage Protection?

There is coverage under the plan for theft caused by any person other than the guest and all traveling companions, if substantiated by a police report. Damage Protection does not cover intentional acts and coverage would not be afforded if the guest intentionally took something from the home.

Does Damage Protection cover intentional acts?

No, this coverage does not apply to any loss or damage resulting from intentional acts of the guest or anyone in their party.

Does Damage Protection cover pet damage?

Damage protection can cover pet damage as long as having pets in the property is not considered a breach to the lease agreement.

Support and Services

How do I access the services included with my plan?

Our plans include travel assistance services in addition to insurance coverages. Planholders have access to Concierge services, 24/7 Emergency Assistance and Identity Theft Resolution services. To get help from any of these services, 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.


Teladoc

Travel Care and Travel Secure 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.


This service is designed to handle non-emergency medical problems. You should NOT use it if you are experiencing a medical emergency. In the event of a life-threatening emergency, please first call the local emergency authorities to receive immediate assistance and then contact our Emergency Assistance provider.


Follow these steps to set up access to Teladoc after you buy your plan (please wait at least one day after purchase):

  1. Call Teladoc at 800-835-2362 to set up your account.
  2. Inform the agent that "Generali – CSA Travel Protection" is your benefit provider. The agent will request some personal information to create your account.
  3. The agent will provide access credentials (username and password) verbally.
  4. Visit the Teladoc website to access your account online. Or download the Teladoc app in the AppStore or Google Play to access your account.
  5. Enter any additional personal information once you access your account online or via the app.
  6. If you have a question or need assistance on your trip, you can call Teladoc at 800-835-2362 or email help@teladoc.com.

*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.


How does the claims process work?

To start your claim, visit our eClaims portal. If you have questions, FAQs can be found at the eClaims portal or you may contact our Claims Department.


Phone: 800-541-3522


Email: claims@generalitravelinsurance.com


Fax: 877-300-8670


Mail:

CSA Travel Protection – Generali Global Assistance

P.O. Box 939057

San Diego, CA 92193

Hurricanes

Can I still buy insurance coverage for a pending storm?

If you buy vacation rental insurance after a hurricane is named, your plan will not provide coverage for hurricane-related claims. See hurricane coverage alerts

How does vacation rental insurance cover travel disrupted by mandatory evacuations?

If you are evacuated during your trip due to adverse weather or a natural disaster, we encourage you to seek accommodations out of harm’s way—with the hope that you can return to the property when the evacuation ends. Generali Global Assistance reimburses for certain out-of-pocket costs during the evacuation, such as hotel stays, meals and local transportation.


The plans include coverage for nights you can’t use when a mandatory evacuation is in effect. If you have less than half of the trip remaining when the mandatory evacuation is lifted (or less than the number of days specified in the Description of Coverage/Policy), you can be reimbursed for the remaining portion of your reservation as well.

Can I cancel a future trip because of a current evacuation order at my destination?

A current evacuation order is not a covered reason to cancel your future trip. If the mandatory evacuation order is lifted before your scheduled arrival, the plan won’t provide coverage unless you experience another covered event that prevents you from traveling.

What if the vacation rental is damaged because of a hurricane?

If essential services at the rental are interrupted for more than the specified amount of hours listed in your plan Description of Coverage/Policy — such as water, electric or gas service—coverage is available. The Travel Secure plan also includes coverage if the rental is deemed uninhabitable. See plan details for full terms.

What if my personal home is damaged because of a hurricane?

The insurance plan can provide coverage if a hurricane makes your personal home uninhabitable and you can’t travel.

I can’t reach the rental property. Could I have coverage?

Yes. If roads are closed for the specified amount of hours listed in your Description of Coverage/Policy due to adverse weather or a natural disaster and you can’t reach the rental property, coverage may be available. You can also receive coverage if your flight is canceled or delayed because of adverse weather.


Review your Description of Coverage/Policy for full details

Plan Disclaimer

Travel insurance plans are administered by Customized Services Administrators, Inc., CA Lic. No. 821931, located in San Diego, CA and doing business as Generali Global Assistance & Insurance Services. Plans are available to residents of the U.S. but may not be available in all jurisdictions. Benefits and services are described on a general basis; certain conditions and exclusions apply. Travel Retailers may not be licensed to sell insurance, in all states, and are not authorized to answer technical questions about the benefits, exclusions, and conditions of this insurance and cannot evaluate the adequacy of your existing insurance. This plan provides insurance coverage for your trip that applies only during the covered trip. You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of this policy with your existing life, health, home and automobile policies. The purchase of this plan is not required in order to purchase any other travel product or service offered to you by your travel retailers. If you have any questions about your current coverage, call your insurer, insurance agent or broker. This notice provides general information on Generali’s products and services only. The information contained herein is not part of an insurance policy and may not be used to modify any insurance policy that might be issued. In the event the actual policy forms are inconsistent with any information provided herein, the language of the policy forms shall govern.

generali logo

Travel insurance plans are underwritten by: Generali U.S. Branch, New York, NY; NAIC # 11231. Generali US Branch operates under the following names: Generali Assicurazioni Generali S.P.A. (U.S. Branch) in California, Assicurazioni Generali – U.S. Branch in Colorado, Generali U.S. Branch DBA The General Insurance Company of Trieste & Venice in Oregon, and The General Insurance Company of Trieste and Venice – U.S. Branch in Virginia. Generali US Branch is admitted or licensed to do business in all states and the District of Columbia.


A9952007