Frequently Asked Questions
Who is CSA Travel Protection-Generali Global Assistance?
CSA Travel Protection-Generali Global Assistance has been a leading provider of travel insurance and assistance for more than 25 years. We offer a full suite of innovative, vertically-integrated travel insurance and emergency services designed to protect travelers’ trip investments and provide the peace of mind one deserves while traveling. Generali Global Assistance is part of Generali Group, one of the world’s largest insurance companies. Our success has been built on the foundation of trust that clients have placed in our ability to provide assistance in the most difficult of circumstances.
How do I access the services included with my plan?
Our plans include travel assistance services in addition to insurance coverages. Depending on the plan you purchase, you may have access to Concierge services, 24/7 Emergency Assistance, or 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.
How does the travel protection 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.
CSA Travel Protection – Generali Global Assistance
P.O. Box 939057
San Diego, CA 92193
Once your claim is received you’ll be assigned a dedicated claims team member who will process your claim from start to finish and will reach out to you if they have any questions or additional information is needed.
Learn how to file a damage protection claim
What is a pre-existing medical condition?
A pre-existing medical condition means a sickness or injury during the 60-day period immediately prior to purchasing the insurance for which you or your traveling companion:
1. Received, or received a recommendation for, a diagnostic test, examination or medical treatment, or
2. Took or received a prescription for drugs or medicine.
Item 2 of this definition does not apply to a condition that is treated or controlled solely through the taking of prescription drugs or medicine, and remains treated or controlled without any adjustment or change in the required prescription throughout the look-back period before coverage is effective under the insurance plan.
Depending on the plan you select, your look back period for pre-existing conditions will be either 60 days or 180 days.
See the plan Description of Coverage or Policy
for more details.
Do I need Travel Protection? What is it?
We highly recommend purchasing Travel Protection. If you are prevented from taking your trip because of a covered reason, such as a sickness or injury of yourself or a family member, Travel Protection can reimburse 100% of your prepaid, nonrefundable trip costs that you would otherwise lose when cancelling.
Be sure to select the right plan that fits your needs for additional coverage for Trip Interruption in case a covered event occurs during your travel dates.
What are some of the covered reasons for Trip Cancellation and Trip Interruption?
Plans provide coverage for a variety of different reasons for Trip Cancellation and Trip Interruption, including:
- Sickness, Injury, or death of you, a Family Member or Traveling Companion
- Flight cancellations due to adverse weather or mechanical breakdown
- Mandatory evacuation at your destination due to a natural disaster
Restrictions apply. See a Description of Coverage/Policy for a full list of covered events and restrictions.
Who is considered as a family member?
- Traveling Companion(s)
- Insured’s or Traveling Companion’s Spouse
- Insured’s, Traveling Companion’s or Spouse’s: child; parent; sibling; grandparent, great-grandparent, grandchild or greatgrandchild; step-parent, step-child or step-sibling; son-in-law or daughter-in-law; brother in-law or sister-in-law; aunt or uncle; niece or nephew; legal guardian; foster child or legal ward.
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.
What if I change my mind?
If you purchase Cancellation Protection and are not satisfied within 10 days of receipt, you may contact CSA-Generali Global Assistance directly to cancel. You will receive a full refund of your plan cost provided you haven’t already left on your trip or filed a claim.
What’s available to me before, during and after my trip?
Before and during your trip, a 24-hour emergency hotline is available to assist you with various travel needs, including medical and legal referrals, emergency cash transfers, pre-travel advice, translation services, concierge services and more. If the unexpected occurs, our customer service representatives will answer any questions that you have and can provide you with claim forms if needed. Upon receipt of your completed claim forms, a dedicated claims team member will be assigned specifically to your case and will work to resolve your claim from start to finish.
Is it possible to have coverage for pre-existing medical conditions?
Yes, CSA-Generali Global Assistance can accept pre-existing medical conditions for you and your traveling companions if you purchase the plan prior to or within 24 hours of final payment, provided you’re medically able to travel when you purchase the insurance.
What is a foreseeable event?
Foreseeable simply means reasonably known beforehand. Once it is reasonable that guests traveling to an area would know about an event, it becomes foreseeable. For example, if the airline you are flying announces that they are going on strike, the event becomes foreseeable once they make the announcement. Foreseeable events aren’t covered by Cancellation Protection.
What is Travel Delay coverage?
If your trip is delayed for 12 hours or more, this coverage reimburses you for out of pocket expenses such as overnight lodging, meals, phone calls and local transportation while you’re delayed.
What does “covered reason” mean?
The insurance unfortunately cannot cover all events that might impact your travel plans. Those events which are covered are listed in your Description of Coverage or Policy.
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 simple 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.
What can be reimbursed if I have to cancel my trip?
Cancellation Protection can reimburse you up to the amount in the schedule for unused, non-refundable, prepaid trip costs if you are prevented from taking your trip due to a covered event listed in your Description of Coverage or Policy.
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.
What is the maximum trip length I can insure?
180 days (maximum trip length for residents of Washington is 90 days).
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.
When can I buy Travel Protection?
Protection is offered when you make your reservation and can be purchased until the day prior to departure.
How does the damage protection claims process work?
To start your Damage Protection claim, visit our eClaims portal. If you have questions, FAQs can be found at the eClaims portal or you may contact our Claims Department.
CSA Travel Protection – Generali Global Assistance
P.O. Box 939057
San Diego, CA 92193
Once your forms are received you’ll be assigned a dedicated claims team member who will process your claim from start to finish and will reach out to you if they have any questions or additional information is needed.
Learn how to file a travel protection claim
Are excessive cleaning fees covered by the Damage Protection plan?
Neither regular cleaning fees nor excessive cleaning fees are covered by this 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.
What if I cancel my reservation?
If you purchased Damage Protection and have to cancel your reservaton, contact CSA Travel Protecton-Generali Global Assistance to cancel your plan. As long as you cancel prior to your scheduled arrival date, the plan cost will be refunded.
What does the Damage Protection plan cover?
The Damage Protection plan provides coverage for unintentional damage to the vacation home during your stay.