Frequently Asked Questions about the Coronavirus (COVID-19) and Our Travel Protection Plans[1]
The below guidance relates to travel protection programs, and is not intended for Master Cancel, Damage Protection, and Liability protection programs.
InsureStays is monitoring COVID-19 and its potential impact on our retailers and travelers. Travelers should consult the World Health Organization (WHO) (https://www.who.int) and the Centers for Disease Control and Prevention (CDC) (https://www.cdc.gov) for the most up to date information on COVID-19.
Customer Care is available to assist you in understanding your specific situation and to provide assistance regarding the terms of your travel protection plan. If you have a medical emergency, please call 911 or the emergency services contact number provided by authorities at your travel destination. For 24/7 Travel Emergency Assistance, Customer Care or Claims, you can contact your program provider at one of the numbers listed below:
| Program | 24/7 Emergency Assistance | Customer Service | Claims |
| Play Travel Nationwide for US Residents | WithinU.S./Canada:
Outside U.S./Canada: |
Within U.S./Canada:
Outside US / Canada: |
Within U.S./Canada:
Outside U.S./Canada: |
| Play Travel Canada for Canadian Residents |
Within U.S./Canada: (800) 334-7787 |
Toll Free:
1-888-584-6171 Or Direct Dial: 905-667-0299 |
Toll Free:
1-888-584-6171 or Direct Dial: 905-667-0299 |
| Global Holiday Vacation Protection for Non-US & Non-EU Residents | U.S./Canada:
1.866.914.5333 (24 hours, 7 days a week) Outside US/ Canada 001 1.905.669.4920 (collect) |
U.S./Canada:
1.866.914.5333 (24 hours, 7 days a week) Outside US/ Canada: 001 1.905.669.4920 (collect) |
https://insurestays.com/wp-content/uploads/2019/11/Travel_ClaimForm.pdf |
| Berkshire Hathaway Travel Protection for US Residents | U.S./Canada:
1 (844) 716-8413 (24 hours, 7 days a week) Outside US/ Canada: 001(715) 303-6365 (collect) |
1 (844) 716-8413 (24 hours, 7 days a week) |
1 (855) 487-1745 (5am-11pm CST 7 days a week) |
Our website is also available at www.insurestays.com. Claims Administrators review every claim based on its unique facts and circumstances and are happy to answer any questions you may have.
Please read your travel protection plan documents carefully if you are considering canceling your trip due to COVID-19. Fear of travel is generally not a covered reason for cancellation under most of our travel protection plans and each plan includes different coverages, limits and terms.
Below are some general answers to questions we are receiving from customers regarding coverage under our travel protection plans:
Q. If I want to cancel my trip because I’m afraid of exposure to COVID-19, does my travel protection plan cover that?
A. Cancellation of a trip for general concerns related to potential COVID-19 exposure is not generally covered under our travel protection plans.
Please check with your travel provider to see if you can cancel or reschedule your trip without incurring fees or penalties and regarding potential refund, travel credit, or rescheduling options.
Q. If I have booked a trip that leaves at some future date and my destination is affected by COVID-19, will I receive reimbursement if I cancel my trip?
A. As almost all destinations are currently impacted by COVID-19, coverage depends on a number of factors, including, but not limited to: (1) the terms of your specific travel protection plan; (2) your destination; (3) your reason for cancelling; and (4) the availability of a refund or credit from you travel provider.
Fear or concern of traveling is generally not a covered reason for cancelling your trip. However, certain travel protection plans may provide coverage if you have been diagnosed with COVID-19, are under quarantine.
Prior to canceling your trip, please review the Trip Cancellation section of your plan to determine covered reasons for which you may be eligible to receive reimbursement or a refund or credit.
Please check with your travel provider to see if you can cancel or reschedule your trip without incurring fees or penalties and regarding potential refund, travel credit, or rescheduling options.
Q. If I rebook my trip for a later date, will my original travel protection plan cover the rebooked trip dates?
A. If you postpone your trip due to COVID-19, your current travel protection plan may extend to your new trip dates provided:
• The new trip dates are no more than 18 months from your original trip dates and no more than 24 months from the original plan effective date.
• Additional costs, if required based on the new or postponed trip, will be collected. Plan costs will not be reduced or refunded for coverage for the new or postponed trip.
Q. What if my flight is delayed or cancelled by the airline due to COVID-19?
A. If your flight is delayed or cancelled, Trip Interruption, and Travel Delay benefits may be available. Please check your specific travel protection plan for terms and conditions. Time restrictions may apply. Also, please check with your travel provider to determine your options.
Q. If my travel protection plan includes Cancel for Any Reason (CFAR) benefits and I cancel my trip, am I covered?
A. If your travel protection plan includes CFAR benefits, you may be covered for a percentage of the loss in the form or a credit or refund based on the terms of your specific plan. The availability of this coverage may be impacted by when you purchased your plan, the trip cost you elected to cover, and when you cancel your trip. Please refer to your plan documents for specific details as coverage may vary by state and plan.
Q. Can I add CFAR coverage to my existing travel protection plan?
A. If available, CFAR coverage may generally only be included at the time of original purchase within the time sensitive period listed in your plan. Scope and availability of CFAR coverage may also vary by state and plan.
Q. If I become ill with COVID-19, am I covered?
A. If you become ill with COVID-19 prior to your departure and after the effective date of your plan, you may be eligible for Trip Cancellation coverage. These claims will usually require a confirmed diagnosis from a physician with proof of illness that states you are medically unable to travel at the time of departure or evidence that you are subject to quarantine.
If you become ill with COVID-19 while on your trip and your plan includes medical expense coverage, you may be covered for Medical Expense and Trip Interruption benefits with a confirmed diagnosis, including proof of illness from a doctor, or evidence that you are subject to quarantine. Please review your specific plan for the details and limits of such coverage.
Q. If I am quarantined before or during my trip, because of COVID-19 exposure or illness, am I covered?
A. If you are quarantined while on a trip due to COVID-19 exposure or illness, your travel protection plan will usually continue in effect during such quarantine.
Medically imposed quarantine may be a covered reason for Trip Cancellation, Trip Interruption or Medical Expense benefits depending on the terms of your specific plan. Please refer to your specific plan for the details and limits of such coverage and a description of covered expenses.
Q. Can I cancel my travel protection plan and receive a refunded for the costs of such plan?
A. You may be eligible for a refund. Check your travel protection plan document for details.
If your travel provider cancels your trip and provides a full refund of your trip costs, upon request, we will refund the costs of your travel protection plan so long as no payable claim has been filed.
[1] These FAQs are designed solely to provide general guidance regarding our travel protection plans and do not constitute legal advice nor advice with respect to any specific plan or claim. Please consult your plan documents or contact us for any specific questions regarding your coverage. In light of the evolving nature of the COVID-19 pandemic, these responses are subject to change.