Understanding travel insurance for Airbnb guests

Emergencies and unexpected trip interruptions happen, and having to turn down a guest’s request for a refund can be tough. As a Host, you want to be sympathetic, but you also need to earn a living and avoid bad reviews.

To better support guests and Hosts, we’ve partnered with Aon and Europ Assistance Group and its U.S. subsidiary, Generali Global Assistance, to introduce travel insurance for guests. We’re offering guests in nine countries the option to insure their Airbnb reservations against certain risks during the booking process.

When guests who buy a policy cancel their booking for a covered reason, they’ll be able to file a claim to seek reimbursement for up to 100% of their non-refunded Airbnb booking cost. This may reduce the possibility of guests asking Hosts for a refund outside the terms of their Hosts’ cancellation policies.

Guests in the U.S.,* U.K.,** and Europe*** (Germany, Spain, Italy, Ireland, the Netherlands, Austria, and Portugal) can buy travel insurance when booking a trip on Airbnb. We plan to make travel insurance available to guests in other countries in the future.

We've built the option to purchase travel insurance into the booking process, which varies slightly by location. Here’s how it works:

• During booking, guests are given the option to add travel insurance.
• Dedicated screens provide details about what the policy covers and key exclusions.
• If they’re interested, guests simply add travel insurance to their booking and check out.

The guest’s travel insurance premium is a percentage of their total trip cost and will appear as a line item at checkout.

Depending on the guest’s location, the policies are issued by either Europ Assistance S.A. or Generali US Branch, subsidiaries of the Generali Group, a leading multinational insurer. After completing their reservation, guests who added travel insurance will receive an email confirmation with their policy’s details and information about how to file a claim.

We recently introduced AirCover for guests, providing them with protection for unexpected issues like listing inaccuracies and missing key amenities.

Travel insurance adds insurance coverage for guests, including payment for up to 100% of their non-refunded Airbnb reservation costs if their trip is impacted by specific events, such as bad weather, stolen travel documents, or serious illness.

For example, if the Host refunds 50% of the Airbnb reservation cost based on their cancellation policy, travel insurance can refund up to the remaining 50% if the guest cancels for a covered reason. The insurance provider will not seek to recover any money from the Host if a guest files a travel insurance claim.

For bookings made on or after May 31, 2022, having COVID-19 is no longer considered an extenuating circumstance. (Different policies apply for domestic reservations in South Korea and Luxe reservations.) If a guest cancels their booking because they’re sick with COVID-19, the Host’s cancellation policy will apply.

Guests who purchase travel insurance could be covered should they become sick with COVID-19 (as diagnosed by a licensed doctor) and other policy terms are met.

*For guests in the U.S., the travel insurance plan is offered by Airbnb Insurance Agency LLC, 222 Broadway, Floor 26, New York, N.Y. 10038, (California license number 6001912), which is licensed as an insurance agency in all states of the U.S. and the District of Columbia, and underwritten by Generali US Branch (NAIC #11231) of New York, N.Y. The insurance policy benefits and services are described on a general basis and are subject to certain conditions and exclusions.

**For guests in the U.K., travel insurance is underwritten by Europ Assistance SA. Europ Assistance SA is authorised and regulated by the Ministere de l’Economie et des Finances Direction du Tresor Service des Affaire, France. Deemed authorised by the Prudential Regulation Authority, U.K. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority in the U.K. The nature and extent of consumer protections may differ from those for firms based in the U.K. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the U.K. for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Travel insurance is arranged by Airbnb UK Services Limited. Airbnb UK Services Limited is an appointed representative of Aon UK Limited, who is authorised and regulated by the Financial Conduct Authority. Aon UK Limited’s FCA register number is 310451, you can check this by visiting the Financial Services Register or calling 0800 111 6768. Travel insurance is available to guests aged 18 and over. Full terms and conditions apply. FPAFF319LC

***For guests in the EU, travel insurance is underwritten by Europ Assistance S.A., acting through its Irish Branch. Europ Assistance S.A. is authorised by the Autorité de Contrôle Prudentiel et de Résolution (ACPR) in France and is regulated by the Central Bank of Ireland for conduct of business rules. Travel insurance is offered by the insurance intermediary Aon Iberia Correduria de Seguros y Reaseguros S.A.U. assisted by Airbnb Marketing Services S.L.U. acting as an external collaborator. Aon’s registered office is located at C/ Rosario Pino, no. 14-16, C.P. 28020 in Madrid, Spain. Aon is registered at the Commercial Registry of Madrid on Sheet M-19857, Volume 1577, Page 122, tax identification number A-28109247, and it is registered on the Directorate-General of Insurance and Pension Funds’ Register of Insurance and Reinsurance Distributors under number J-0107. Aon has the financial capacity and civil liability insurance stipulated in the Spanish Royal Decree-law 3/2020. The insurance policy benefits and services are described on a general basis and are subject to certain conditions and exclusions.

Information contained in this article may have changed since publication.