Travel Insurance - Common Issues & Questions

OwnerRez provides our owners the ability to offer their guests Travel Insurance products which can compensate guests if their trip is interrupted or must be canceled for a variety of reasons. In addition, other benefits for risks incidental to planned travel such as lost or damaged luggage, emergency dental-medical, and 24-7 concierge service are included.

This protection includes an insurance contract between the guest and the insurance company. The owner/PM and OwnerRez are merely providing the guest the convenience of purchasing the product.

Read more about it in our Travel Insurance overview article.

This article provides a list of common questions and answers about Travel Insurance that are not covered elsewhere. The following questions have different orientations - some are guest-focused questions that you can share with your guests (still useful information for users), while others are aimed toward users of OwnerRez.

Guest-focused Questions
OwnerRez User Questions

Guest-focused Questions

Does the travel protection cover cancellations or interruptions due to coronavirus?

Yes, sickness due to contracting the virus and quarantine are both covered events. However, fear of traveling or disinclination to travel due to concern over COVID levels are not.

On January 23, 2020, the United States State Department issued a travel warning not to travel to China due to the Coronavirus. The World Health Organization declared the Coronavirus a Global Health Warning on January 30, 2020. As a result, the Coronavirus is no longer an unforeseen event for travel to China starting on January 24th, 2020, and for travel worldwide starting on January 31st, 2020. This means the STANDARD Nationwide travel insurance policy does not provide trip cancellation nor trip interruption coverage as it relates to this known event for policies purchased after those dates. Cancellations of common carriers (airlines, cruise ships, etc.) due to the virus would not be a covered event.

The first thing to understand is that a standard travel insurance policy will not protect you from canceling a trip out of fear. Fear has never been a covered event. This means if you cancel your travel plans out of fear of getting sick, it is not, nor has it ever been a covered event under a travel policy.

Only in the case of contracting the virus or being quarantined for direct exposure could benefits apply for losses arising out of the Coronavirus pandemic with standard travel protection. A personal physician would need to advise in writing against travel for the protection to apply.

For the greatest flexibility, consider Cancel For Any Reason (CFAR) coverage as it will provide protection for Coronavirus by the very nature that you can cancel for any reason. Travel Protection with the CFAR benefit includes all of the coverages that a standard policy includes, providing 100% reimbursement for a covered reason listed in the policy and 60% reimbursement should you cancel for any other reason.

CFAR coverage is only available for purchase within 14 days of your travel deposit and cancellation must be 48 hrs. or more in advance of the scheduled start date of your travel. CFAR coverage is not available for purchase if the check-in date is within 30 days of purchase. Standard coverage is available for travel beginning within 30 days of booking if purchased at the time of booking; however, travel protection cannot be purchased on the day of check in.

Why should I buy Travel Protection with Cancel For Any Reason (CFAR) Benefits?

You should consider Cancel For Any Reason (CFAR) coverage as it will provide protection for any reason, such as a cancelled plans, disinclination to travel, or unfavorable weather. Travel Protection with the CFAR benefit includes all of the coverages that a standard policy includes, and will providing 100% reimbursement for a covered reason listed in the policy and 60% reimbursement should you cancel for any other reason.

Why can't I buy travel insurance?

Travel insurance can only be purchased at the time of booking, or more than 30 days prior to arrival. Channel guests, who are not able to purchase this travel insurance during their channel booking process, may still purchase travel insurance if the booking and guest fit the travel criteria listed below, and here's a suggested email template to offer it to them.

OwnerRez users should note a couple of key points about travel insurance. Check here for the current policy overview, including applicable coverage areas.

Travel insurance is automatically offered to guests that book direct through OwnerRez hosted websites as part of the booking process.
Travel insurance is not automatically offered to API-connected channel listing bookings, such as any bookings through Vrbo, Airbnb, etc., but users can still Offer Travel Insurance to Guests After Booking.
Travel insurance Coverage may be purchased at the following times:
- At time of initial booking
- At any time WHEN 30 days or more from check in date.
- At time of booking or within +5 days of booking WHEN the arrival date is less than 30 days from check in date. NOTE: It may not be possible to purchase TI via the OwnerRez system during all of this window, but, guests can reach out to the RentalGuardian Support Team for assistance at 888.885.5550 x 2
- Cancel For Any Reason (CFAR) travel insurance cannot be purchased for an arrival date of less than 30 days before check in date.
Other eligibility rules apply such as place of residence and destination. If the traveler resides in an ineligible location or is traveling to an ineligible destination, no purchase will be allowed.

Why can't I buy CFAR (Cancel For Any Reason) travel insurance?

CFAR (Cancel for Any Reason) insurance is subject to eligibility rules involving the residency of the purchaser and the timing of the purchase. In other words, it depends on where you live and when you try to buy it relative to when you first booked. Check here for the current policy overview, including applicable coverage areas.

Who can purchase CFAR?

CFAR can only be purchased by US residents and residents of Canada. CFAR is not available to residents of Washington and New York states, or the province of Quebec.

When can CFAR be purchased?

CFAR is only available:

If purchased within 14 days of booking date, and
If the CFAR purchase date is at least 30 days prior to the scheduled trip arrival date.

At all other times, the CFAR insurance option will not be available for purchase.

As an example, if the guest books their vacation 35 days prior to the arrival date, they only have 5 days to purchase CFAR. No CFAR purchase is allowed less than 30 days from the arrival date.

What if I get sick while I am traveling?

If domestic health insurance does not cover you at your destination, then our travel protection plans will step in and provide reimbursement for your emergency medical care needs, including a medically necessary evacuation up to the plan benefit limits. Be sure to acquire all the bills and invoices from the medical facilities prior to leaving. These documents are necessary for claims and sometimes hard to acquire after returning home.

Do I Need Travel Insurance?

Travel Insurance covers unforeseen circumstances that may occur before or during your trip. It can protect you from losing your monetary investment if you have to cancel your trip within the penalty period where travel suppliers and tour operators keep your non-refundable deposits. It also provides coverage for other problems that you may face during your trip, such as lost, stolen, or damaged baggage, reimbursement of medical expenses and expenses incurred to evacuate you back to your home and more.

How will travel insurance help me?

Travel protection covers risks incidental to planned travel such as trip interruption, trip delay, trip cancellation, and damaged or lost luggage. You can purchase Travel Insurance as a safety net to help protect yourself in case unexpected events negatively impact your travel plans. We recommend that you purchase your plan soon after making your initial trip payment to be eligible for the most coverage, but you must purchase travel insurance before anything actually happens to disrupt your trip. To understand exactly what the policy will cover and what it won’t, you must read your chosen policy carefully. If there is a problem and you need to file a claim, you’ll have to provide documentation of your issue, such as receipts, rental agreements or police reports.

Like most other forms of insurance, Travel Insurance works on a reimbursement basis. That means you’ll have to pay your own costs up front, then be reimbursed by the company once they’ve approved your claim.

When is the best time to purchase travel protection?

These plans do have time sensitive benefits, so we recommend that you purchase the policy right after making your initial trip payment. To receive the most benefits, you must purchase it within 14 days after making your initial trip payment. Time sensitive benefits include the Pre-existing medical conditions waiver, Financial Default and optional Cancel for Any Reason, depending on the plan you are reviewing.

What is the latest date that I can purchase travel insurance for my trip?

The standard plan is available for purchase up to 30 days prior to the start date of your trip. If you are booking travel to start within the next 30 days, you can purchase standard travel insurance as long as it is purchased within 5 days of your reservation date (the date you make the initial payment for your booking). Travel protection with the Cancel For Any Reason (CFAR) benefit is only available for purchase within 14 days of your initial payment. CFAR is not available for purchase for trips within 30 days of your scheduled trip departure date (the date you depart for your travel destination).

It is recommended that travel protection is purchased right after making the first payment toward any part of your trip so that you are eligible for the most benefits. If you wait to purchase your plan, you run the risk that something will happen (health, accident, death in family, etc.) before the policy goes into effect. Once an event happens, you cannot insure against it. Also, pre-existing health conditions are included in any policy purchased within 14 days of your booking, thereafter pre-existing health issues are excluded.

If I have already departed on my trip. Can I still purchase a plan?

No, you cannot purchase travel protection once you have already departed for your scheduled trip.

What is the difference between the STANDARD Plan and the CANCEL FOR ANY REASON Plan?

Standard travel protection provides 100% reimbursement up to your selected coverage maximum for 30+ different circumstances that may cause you to cancel or interrupt your travel plans. These circumstances are wide ranging and includes things like illness, weather, accidents, family death, job change, jury duty, travel delays and more. Please reference the policy for specifics.

The Program with CFAR is benefit not available to residents of New York state, Washington state, or Quebec. Cancel For Any Reason (CFAR) coverage adds the flexibility to cancel for a reason not covered by the standard policy. Travel Protection with CFAR includes all the benefits of the standard policy (100% reimbursement) PLUS the ability to cancel for a non-covered reason at 60% reimbursement.

I booked part of my vacation, but not the flight, and I would like to purchase travel insurance with the Pre-Existing Condition Exclusion Waiver. Do I have to wait until the flight is booked to purchase my policy?

No, you do not have to wait until the flight is booked. The policy should be purchased within 14 days of the initial trip payment in order to get the Pre-existing condition exclusion waiver and other time sensitive benefits

What is the Maximum Trip Cost covered?

The maximum trip coverage is up to $100,000.

NOTICE

Travel Insurance and CFAR protection Products for US residents are offered by InsureStays (dba of Sandhills Insurance Group), via the RentalGuardian.com software distribution platform.

RentalGuardian is a unique online software service provider, specializing in the needs of property managers, with state-of-the-art features including fully integrated, scalable API; multi-underwriter support tools; unique online claim wizard for simplified claims administration; and superior document delivery and administrative functionality.

RentalGuardian.com as an online service/support distribution platform is not a licensed insurance agency, nor does it represent or sell insurance. This presentation is not intended to be an offer to solicit or sell RentalGuardian.com Recommended Platform Provider insurance programs in any jurisdiction where a RentalGuardian.com Recommended Platform Provider or their Underwriter(s) are not authorized or where such action would be unlawful.

Travel Protection Products offered by InsureStays and its authorized travel retailers for US residents are Underwritten by Nationwide Mutual Insurance Companies and Affiliated Companies, Columbus, OH.

Play Travel Protection is underwritten by Nationwide Mutual Insurance Companies and Affiliated Companies, Columbus, OH. Play Travel Protection is distributed exclusively through the InsureStays network of agents, agencies, and authorized travel retailers. See www.InsureStays.com.

InsureStays is a dba of Sandhills Insurance Group, LLC, a limited liability company organized under the laws of South Carolina, a licensed insurance producer in all states (NPN 16269113, California License No. 0M14453, TX License No. 2194106 and 2205876); dba in California InsureStays Insurance Agency; dba in Florida InsureStays Agency. This retailer is an authorized travel retailer and referral provider of Sandhills Insurance Group LLC, dba in California InsureStays Insurance Agency and dba in various states InsureStays and InsureStays Agency; mailing address is PO Box 4443, Pawleys Island, SC 29585. Phone is (843) 286-5144. Visit www.insurestays.com for more information.

Play Travel Canada travel protection is underwritten by Northbridge General Insurance Corporation, PO Box 337 Station A, WIndsor, Ontario N9A 6K7 and offered by CanAm Special Risk Insurance Agency (2018) Limited PO Box 62, Station A Windsor, Ontario N9A 6J5.

Only licensed insurance agents are qualified to evaluate the adequacy of your coverage or provide detailed explanation of coverage provisions, terms and conditions.

Why is my guest receiving the error message, "Unable to Locate an active product with the Product "TI" for the Reseller (long string of numbers and letters here) while attempting to open the Coverage."

Guests may receive the error message, "Unable to Locate an active product with the Product "TI" for the Reseller (long string of numbers and letters here) while attempting to open the Coverage." because they are ineligible to purchase travel insurance due to some specific requirements. See the Why can't I buy travel insurance?, Why can't I buy CFAR (Cancel For Any Reason) travel insurance? and check here for the current policy overview, including applicable coverage areas.

OwnerRez User Questions

Is Travel Insurance only available in certain countries?

Travel Insurance can be purchased for trips to most worldwide destinations. However, eligibility for purchase depends on the purchaser’s (the guest’s) place of residence and the timing of purchase. Eligibility for our enabled travel protection products will be determined based on the residency details provided by the purchaser and the timing of the purchase in relation to trip dates; if coverage is available based on the information provided, an offer will be made. If no supported travel protection program is available based on the eligibility provided information, then no protection purchase can be made.

Note that OwnerRez has no way of verifying eligibility details, so it is possible for a traveler to request travel insurance they don’t actually qualify for and have the purchase denied at the time of sale. Eligibility is an issue between the traveler and the insurance provider.

At present, travel protection is only available for citizens of the US ($100,000 Maximum Trip Cost) and Canada (90 day maximum trip length, $100,000 Maximum Trip Cost).

Here is a list of additional known jurisdictions whose citizens cannot purchase our travel protection :

Quebec
US territories that are not US states or Washington, DC

How much does Travel Protection cost our guests?

The cost of the travel protection is 7% of the Total Trip Cost (i.e. booking, airplane tickets, etc.) for standard Travel Insurance and 10.8% of the total trip cost for travel protection with Cancel for Any Reason Benefits.

You can see if a guest has purchased travel insurance, and its cost, on the Insurance tab of their Booking.

What happens if the booking dates change after the travel insurance is purchased?

If the guest makes a booking and purchases travel insurance, and then changes the dates of the booking, the travel protection should be transferable to the new dates. Travelers who need to modify stay dates or other protection details should email support@rentalguardian.com. You should consider including a comment to this effect in your automatic responses to guests on date change, if you have these configured in Email Templates.

My guest doesn't want to pay with a credit card. How can they purchase the insurance?

The travel insurance products enabled by OwnerRez can only be purchased using a credit card.

I want to require my guests to purchase travel insurance.

Unfortunately, that is not currently supported under the terms of the insurance contract, and violates regulations in many jurisdictions. Travel protection can only be offered on an opt-in basis.

How do guests make a claim against the insurance policy?

When a travel insurance policy is purchased, a policy document will be automatically emailed to the guest's email address that they used to make the booking. This will include instructions and telephone numbers that the guest can use to file a claim against the policy. You may direct the travel guest to their policy, or for technical assistance, to support@rentalguardian.com.

If you are the property owner - the insurance isn't for you and doesn't cover you at all. You can't make claims against it. The protection is for the guest to receive reimbursements for the cost of the non-refundable payments that they already made, so hopefully they won't be so annoyed when you don't give them a refund.

Can the guest cancel the travel insurance and get a refund?

Travel insurance can be canceled for a full refund within 10 days of purchase, as long as no claim has been made against it. The purchaser should email support@rentalguardian.com within the free-look period to request coverage cancellation.

Can the guest buy travel insurance after they've made the booking?

Yes, a guest can purchase standard travel protection up to the final payment date, provided that purchase is at least 30 days before arrival; travel protection can only be purchased within 30 days of arrival if the purchase is made at the time of booking.

Travel Protection with CFAR can be purchased within 2 weeks of the booking being made, but purchase must be at least 30 days before arrival.

If a guest has made a booking via any method, and has no travel insurance, you can go to the Insurance tab of the Booking. If they are still within the window to purchase travel insurance of any kind, there is a button there you can use to send them an email offer. You can also create an email template and automatic trigger to send them a similar offer, using this field code for the link for them to purchase the insurance: {BUTRAV}

Can the guest add coverage for other expenses like plane tickets, or make other modifications?

Yes!

To modify protection, including requests to include pre-paid expense such as plane tickets, the guest should email the policy number and requested changes to support@rentalguardian.com.

If the guest has already made a booking but has not purchased any travel protection, send them the invitation link mentioned above. This will facilitate the insurance offer to cover the amount of their booking - but they can edit this amount to increase the coverage to whatever level is desired, and the premium will be adjusted accordingly.

My guest wants to buy travel insurance but is having problems. Can I just do it for them?

Yes - as long as OwnerRez has a credit card on file for them.

Go into their Booking, to the Insurance tab. If travel insurance is still available for them to purchase, there will be a "Purchase Insurance" button. Click this, and follow the steps to purchase insurance for them on their behalf, which will be charged to their credit card.

Only take this action at the guests' specific direction, as documented via email from them. To take this action on your own is a violation of state insurance regulations and is illegal. Travel protection purchase must be opted into by the guest; it cannot be automatically included in a reservation.

Is there a length-of-stay limit?

Yes. OwnerRez-enabled Travel Insurance and CFAR are available only for stays of 90 days or less.

What would be considered the Initial Trip Payment Date?

The Initial Trip Payment Date is the date that money first exchanged hands for the trip you are insuring.

How can I offer other Travel Insurance options to my guests besides just RentalGuardian travel insurance?

In your Travel Insurance Messaging Templates, you can add links to other travel insurance options (e.g., Allianz Global Assistance, Travelex, Travel Guard, Seven Corners, Generali Global Assistance, etc.) or travel insurance websites (e.g., InsureMyTrip.com, Squaremouth.com, etc.).