Trip protection is a service available to guests through a partnership with IMG.
Available in the U.S. only
(Coverage will be provided for all travellers, provided the required payment has been received, and provided the person is a resident of the United States of America, or a non-resident who has purchased the coverage in the United States of America)
Even the best-planned trips can be impacted by an unexpected event or unplanned interruption, illness, traffic accidents, medical emergency, adverse weather, natural disasters, and more. Trip protection allows your guest to recoup the investment they made in their trip if they meet the terms and conditions outlined in the coverage plan.
Some trip protection coverages includes:
- Trip Cancellation
- Trip Interruption
- Medical Evacuation/Repatriation
Trip cancellation / interruption
Events that apply to Trip cancellation and Trip interruption include:
Documented traffic accident
Worsening of pre-existing medical conditions while on the trip (if time sensitive purchase requirements are met)
Sickness, accidental injury; or loss of life of guest, travel companion, or service animal while on the trip
Mandatory evacuations resulting in the guests inability to access their destination due to a natural disaster
Inclement weather resulting in road closures that prevent the guest from reach their destination
(please refer to the purchased plan for specific terms and conditions)
Medical evacuation and repatriation
Much like stumbling upon a bear in the wild, you never know when a medical emergency will present itself. Covered expenses include:
Emergency transportation to the nearest suitable medical facility if the guest incurs an injury or sickness that is acute, severe, or life-threatening (and adequate medical treatment is not available in their immediate area)
Evacuation expenses to return home following a covered Emergency Medical Evacuation or covered Injury/Sickness
Expenses for one person of the guest's choice to visit them if they are traveling alone and hospitalized for more than 7 days
Free 10-day "free look"
Guest's can take 10 days to review the plan and decide if it's right for them, if the departure day is more that 10 days away from the date of trip protection purchase.
If they wish to cancel the plan within 10 days of purchase, they can do so and receive a full refund of the plan cost if they have not incurred a loss, departed on the trip, or filed a claim
Guest's pay for the full cost of the plan when the reservation is confirmed
If customers have specific questions regarding covered events
- they may contact IMG directly at 1-866-243-7524
Customers can begin the claims process by filling out the
Once completed, claimants may submit it, along with their supporting documentation, to the following address:
IMG iTravel Insured Claims
P.O. Box 3231
Farmington Hills, MI 48333-3231
OR email to:
How do I add Trip protection to a booking?
Navigate to the reservation page in Wheelbase > Edit > scroll down to Premium Services and select Trip protection from the drop down menu.
Not seeing this option, make sure the guest customer profile has their name, guests email, guest address.
Will I be notified?
Yes. When the policy is generated, you'll receive an email containing policy and contact information
Best practice Trip protection cancellation
Guest has to/wants to cancel their trip and you cancel the reservation on the reservation page. Cancel the reservation without processing a refund until the Trip protection claim result comes through.
Guest files trip protection claim directly with via this claim form.
Depending on the claim result, the guest get's reimbursed for their reservation amount by Trip protection claims or the claim will be denied if the guest was filing a claim for an uncovered event.
If the claim is denied, you should process any refund to the guest that is applicable based on your cancellation policy.
Trip insurance from Generali
Please note, your guest may have trip insurance from Generali if added to booking prior to April 1, 2022.
If so, call 866-409-7435 for assistance and follow the claims process below:
Guests file a claim for reimbursement of loss by visiting www.csaclaims.com or calling 866-409-7435. Once you’ve completed your claim form and gathered supporting documentation, send your claim to Generali via email at firstname.lastname@example.org or via mail at:
Generali Global Assistance & Insurance Services Attn: Claims Department
P.O. Box 939057
San Diego, CA 92193