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Travel Insurance - Common Issues & Questions

OwnerRez provides our owners the ability to offer their guests a Travel Insurance product which can compensate guests if their trip is interrupted or must be cancelled for a variety of reasons. This is an insurance between the guest and the insurance company; the owner, 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.

Is Travel Insurance only available in certain countries?

Travel Insurance can be used for any property worldwide. However, the traveler (the guest) must be a legal resident of certain counties.  Our insurance carrier will determine the correct Travel Insurance product to apply, based on the travelers home country, but if their country is on a known blacklist or doesn't have an applicable product, then they will be denied. Note that OwnerRez has no way of verifying this, so it is possible for a traveler to request travel insurance they don't actually qualify for and have the carrier deny it at the time of sale. This is an issue between them and the insurance company.

Note that, while regular Travel Insurance can be purchased by citizens of most countries, CFAR insurance is only available to U.S. citizens.

How much does Travel Insurance cost our guests?

The cost of the travel insurance is a function of the cost of the booking, and can also vary depending on the location of the property being rented.  It is typically 7% of the Total Trip Cost (ie. booking, airplane tickets, etc) for standard Travel Insurance.

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 insurance should transfer to the new dates. However, OwnerRez does not have the ability to communicate the new date information to the insurance company. So, the guest needs to call the phone number in their policy and let them know, just to make sure. You may want to include 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 product can only be purchased using a credit card.

If your guest is unable to provide a credit card, it is technically possible for you to accept payment for the insurance in some other form, like a check, and then to enter your own personal or business credit card information into the Booking to use to pay for the travel insurance.  This is not recommended.

Does the travel insurance cover cancellations due to coronavirus?

It depends.  Here is an FAQ on this subject provided by the insurance company.  And here is more information targeted to insurance resellers.

Why can't I buy CFAR?

Cancel For Any Reason (CFAR) insurance can only be purchased:

  1. When the booking is initially being made, or
  2. Within 2 weeks of the booking being made, but more than 3 days before arrival.
  3. By a U.S. citizen who is not a resident of the state of Washington or of New York.

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

If a guest has already purchased travel insurance, it may not be possible for them to purchase CFAR through OwnerRez, but they may still be able to purchase it directly from the insurance company by calling the support number on their policy.

I want to require my guests to purchase CFAR.

Unfortunately, that is not currently supported under the terms of the insurance contract and regulations.

How do I 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.

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 purpose is for the guest to receive money to cover the cost of the payments that they already made to you, 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 cancelled for a full refund within 10 days of purchase, as long as no claim has been made against it. The guest needs to contact the insurance company directly to cancel the policy and receive the refund.