Do Your Customers Know What ‘Quarantine’ Suggests to Their Travel Insurance Coverage? – Travel Market Report

1June 2020

The English language can be difficult when it pertains to take a trip insurance, an item currently belabored with legal language and pages filled with small font terms that do not constantly explain travel insurance protection plainly.

Include a pandemic, and then blend in state and country-specific health rules that limit resident movement, and you have a dish for tourist misperceptions about how trip purchases can be left exposed– even when a customer thinks their travel insurance coverage secures them.

Fort Worth, Texas resident Brian Hale informed a Dallas CBS tv affiliate he cancelled an April journey to Tennessee for a family reunion after Texas Guv Greg Abbott released a statewide stay-at-home order.

“We didn’t actually seem like a family vacation called for important travel,” Hale stated. When he sued with his travel insurance provider, Generali Global Assistance rejected it.

When contacted by the Dallas CBS affiliate, Generali Global Help specified: “Shelter in location orders do not fall under coverage for quarantines as insureds have the ability to leave their homes to shop, get medications, and other important jobs. For an event to be covered under quarantine, the insured would have to be put under a mandatory ‘enforced isolation’ which is not the case for shelter in location orders.”

“Since the start of the break out, us together with the rest of the industry have seen a surge of calls on COVID related issues with the difference between “self-isolation” and “quarantine” being a repeating subject,” said James Sion, COO of Generali Global Assistance. “Consistent with the remainder of the industry, for an event to be covered as a quarantine, the insured would need to be under a specific obligatory ‘enforced isolation’ order from an authority which is not the case for stay at house orders and shelter in place advisories.”

“It is essential for travel advisors and their clients to stay as much as date as possible prior to and throughout their trip on any travel limitations that might impact them,” stated Dan Durazo, Communications Director at Allianz Global Assistance.

With many fast-moving modifications to things like stay-at-home orders and contact tracing requirements, staying up to date is getting increasingly challenging for travel consultants.

“We understand that travel advisors might have questions about how our travel insurance plans may cover situations related to COVID-19,” Durazo added. “We’ve remained in regular contact with them throughout this crisis to remind that we are here to assist respond to client’s questions and to ensure that both the agents and customers are getting access to the most up-to-date details offered, consisting of protection informs and other info on coverage and exemptions, our short-lived claims and refund accommodations, and answers to other often asked questions.”

Durazo acknowledged that the fluid nature of travel constraints like quarantines might lead to more confusion for customers, which is why the company believes “travel consultants can be a terrific resource in helping consumers to navigate this unmatched circumstance where guidelines may differ significantly from one location to another.”

This confusion is not most likely going to abate at any time quickly, particularly as the world advances through the pandemic. As more destinations open for travel bookings, new guidelines are appearing that might develop the need for more education and communication to travelers and travel consultants.

For instance, the island of St. Lucia just recently announced that it will be resuming for incoming tourism on June 4. Onthe island’s COVID-19 FAQ website, it mentions that if a traveler is determined as somebody who has actually touched with another person at the resort who is identified to be COVID positive, the traveler “will be needed to enter into quarantine for 2 week.”

“If mandatory enforced isolation happens the occasion does meet the criteria to be covered under quarantine,” Generali’s Sion said when asked about St. Lucia’s policy. Comparable examples where travel insurance would kick in would be for “specific and necessary quarantines placed on specific cruise ships, implying that travelers might be reimbursed for related expenses due to journey interruption.”


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