Frequently Asked Questions

person sitting on vacation rental deck with computer

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.

Can I cancel my travel insurance plan after I've purchased it?

Generali Global Assistance proudly stands behind its products and services. That's why we offer a "free look" on all our travel protection plans. 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.

NOTE: The plan cost is non-refundable after the “free look” time frame allowed under the plan purchased.

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 (before or during their trip), 24/7 Emergency Assistance and Identity Theft Resolution services.

Travel Care and Travel Secure plans include medical coverage with access to Telemedicine services that connect travelers instantly with a network of physicians for information, advice, and treatment, including prescription medication, when appropriate and legally permitted.

The Telemedicine service is designed to handle non-emergency medical problems during a covered trip. 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. Telemedicine services are available during your domestic or international trip. Limitations may exist on the availability of prescription medication outside of the U.S.

To get help from any of these services:

  • In the United States, call toll-free: 877-243-4135
  • Call collect worldwide: 240-330-1529
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


Fax: 877-300-8670

P.O. Box 939057
San Diego, CA 92193


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