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The required documentation depends on the type of claim.
To request reimbursement in case of cancellation, the following may be required depending on the reason:
To request reimbursement in case of trip interruption, the following may be required depending on the reason:
The claim file must be submitted within 30 days of return through: care4uhotel.claims
Yes. The StornoHotel policy may also apply in case of revocation of holiday leave by the employer, provided that the leave had already been approved before the accommodation booking was made.
This cover is useful when the guest first agrees their holiday leave with the employer, then books the stay and subsequently receives a communication revoking the approved leave, preventing them from travelling.
In this case, if the accommodation facility applies a non-refundable cancellation penalty, the policy may assess the reimbursement request according to the limits, deductibles, required documents and policy terms.
The guest receives approval of holiday leave from the employer on 10 May. On 12 May, the guest books a hotel stay. Later, the employer communicates the revocation of the leave and the guest can no longer travel.
If the accommodation facility applies a cancellation penalty, the reimbursement request may be assessed by the StornoHotel policy, provided that the guest can prove both the initial approval of the leave and the subsequent revocation.
To correctly open the reimbursement file, the following documents are required:
In summary: revocation of holiday leave may be covered by StornoHotel if the leave had been approved before the booking and the subsequent revocation prevents the guest from travelling.
The reimbursement is calculated on the penalty charged by the accommodation facility, within the limits and conditions provided by the policy.
A 10% deductible, with a minimum of €50, applies to all cancellation or interruption causes.
The deductible does not apply only in the event of:
The reimbursable penalty is the one applicable on the day the event preventing departure or forcing the interruption occurs, not the penalty that may accrue later.
If the guest waits before cancelling and the penalty increases in the meantime, the difference remains at the guest's expense.
Stay amount: €1,000
Penalty charged by the accommodation facility: €1,000
Reason: documented illness
Calculation:
Stay amount: €1,000
Penalty charged by the accommodation facility: €1,000
Reason: hospitalisation of the insured person for more than 5 days
Calculation:
The reimbursement request must be submitted within 30 days of return, through the portal:
All documents required by the policy terms must be attached.
It is always advisable to insure the full amount of the stay, not only the deposit paid at the time of booking.
The policy calculates the cover on the insured amount. If only part of the stay is insured, the reimbursement is reduced proportionally.
If the insured amount is lower than the total cost of the stay, the reimbursement is reduced in the same proportion.
Simple example:
In case of a penalty, the policy will calculate the reimbursement only on 30% of the loss, then apply the deductible provided by the policy.
The deposit does not always represent the maximum risk. In many bookings, the accommodation facility may apply higher penalties in case of:
In particular, in case of late arrival or early departure, accommodation facilities normally apply a penalty equal to 100% of the booked and unused days.
Insuring only the deposit may therefore leave the most significant part of the stay uncovered precisely when the financial loss is higher.
Stay: 7 nights
Total cost: €1,000
The guest is forced to return home after 3 nights due to a covered event.
Unused nights: 4
Penalty charged by the accommodation facility: €571
If the guest insured the full stay:
If the guest insured only the deposit:
Example of cancellation condition:
'The total amount of the stay is charged at the time of confirmation as a confirmatory deposit and is non-refundable in case of changes or cancellations. In case of late arrival or early departure, the penalty is equal to 100% of the unused days.'
Stay amount: €1,000
Amount paid immediately: €1,000
Cancellation penalty: €1,000 at any time
Recommended amount to insure: €1,000.
| Scenario | Insured amount | Indicative reimbursement |
|---|---|---|
| Cancellation due to illness | €1,000 | €1,000 - 10% = approx. €900 |
| Cancellation due to illness | €300 | 30% of €1,000 - €50 = approx. €250 |
With a non-refundable rate, the risk is immediate and total from the time of booking. Insuring only part of the amount means covering only part of the actual loss.
Example of cancellation condition:
'A 30% deposit is required upon confirmation. The balance must be paid within 14 days before arrival. From that moment, in case of cancellation, no-show, late arrival or early departure, 100% of the total amount will be due.'
Stay amount: €1,000
Deposit paid upon confirmation: €300
Balance due 14 days before arrival: €700
Recommended amount to insure: €1,000 from the start, even if only the deposit has been paid at the time of booking.
Because if the claim event occurs after the balance has been paid, the penalty may be equal to 100% of the stay. If the guest insured only the deposit, the reimbursement is reduced proportionally.
| Scenario | Insured amount | Indicative reimbursement |
|---|---|---|
| Cancellation before balance payment, €300 penalty | €1,000 | €300 - €50 = €250 |
| Cancellation after balance payment, €1,000 penalty | €1,000 | €1,000 - 10% = approx. €900 |
| Cancellation after balance payment, €1,000 penalty | €300 | 30% of €1,000 - €50 = approx. €250 |
If only the €300 deposit is insured and the claim event occurs after the balance has been paid, the indicative reimbursement may be around €250 against a €1,000 penalty.
Example of cancellation condition:
'In case of cancellation, the deposit paid will be retained by the accommodation facility and will not be refunded. In case of late arrival or early departure, the penalty is equal to 100% of the unused days.'
Stay amount: €1,000
Deposit paid: €300
Penalty for cancellation before arrival: €300
Recommended amount to insure: €1,000.
In this case, cancellation before arrival exposes the guest to the loss of the deposit only. However, the main risk may be late arrival or early departure, because in these cases the penalty may rise to 100% of the unused days.
| Scenario | Insured amount | Indicative reimbursement |
|---|---|---|
| Cancellation, €300 penalty | €1,000 | €300 - €50 = €250 |
| Cancellation, €300 penalty | €300 | 30% of €300 - €50 = €40 |
| Early departure of 4 nights out of 7, €571 penalty | €1,000 | €571 - 10% = approx. €514 |
| Early departure of 4 nights out of 7, €571 penalty | €300 | 30% of €571 - €50 = approx. €121 |
Guests who insure only the deposit because they think it is the maximum possible risk may overlook the fact that an early departure can generate a much higher penalty.
Example of cancellation condition:
'No payment is required at the time of booking. In case of cancellation within X days before arrival, the penalty is equal to 100% of the stay amount. In case of late arrival or early departure, the penalty is equal to 100% of the unused days.'
Stay amount: €1,000
Amount paid immediately: €0
Penalty if cancellation occurs during the penalty period: €1,000
Recommended amount to insure: €1,000.
Even if nothing has been paid when the policy is activated, the policy may cover the penalty that the accommodation facility will charge if cancellation occurs within the penalty period provided by the cancellation conditions.
| Scenario | Insured amount | Indicative reimbursement |
|---|---|---|
| Cancellation during the penalty period | €1,000 | €1,000 - 10% = approx. €900 |
| Cancellation during the penalty period | €300 | 30% of €1,000 - €50 = approx. €250 |
| Early departure of 4 nights out of 7, €571 penalty | €1,000 | €571 - 10% = approx. €514 |
| Early departure of 4 nights out of 7, €571 penalty | €300 | 30% of €571 - €50 = approx. €121 |
In all four cases, the safest rule is the same: always insure the full amount of the stay.
This is the only way for the cover to be consistent with the risk of cancellation, stay interruption, late arrival or early departure.
Yes, but the medical certificate must contain specific information. To be assessed correctly, it must include:
Without these details, the reimbursement request may be incomplete and may not be settled.
The certificate may be issued by any authorised doctor, such as:
In case of an emergency room visit, it is advisable to also attach the emergency room report.
If the claim concerns a family member, for example a parent or a child, the certificate must be issued by the doctor who examined that family member, not by the insured person's doctor.
In this case, a document proving the family relationship must also be attached.
In case of hospitalisation, a complete copy of the medical record must be attached.
For a domestic pet, a veterinary certificate is required, including:
The insurance company reserves the right to arrange a medical check-up to verify that the insured person's condition actually prevents departure.
Yes. Cancellation cover is active from the booking date until the start of the stay. Cancellation on the day of departure may also be reimbursable if it is caused by an event covered by the policy.
The reimbursable penalty is the one applicable at the time the event occurs, not necessarily the one applicable on the day the guest communicates the cancellation.
Example:
In this case, the policy considers the penalty applicable on Monday. The difference resulting from the delayed communication remains at the guest's expense.
The insured person is required to reduce the loss, as provided by Article 1914 of the Italian Civil Code. The stay must therefore be cancelled as soon as the event preventing departure occurs.
Waiting without reason may reduce or compromise the reimbursement.
As soon as an event preventing departure occurs, it is important to:
Waiting may increase the penalty and reduce the actual reimbursement.
The policy may apply only if the late arrival is due to a reason listed in the policy terms.
The penalty for the unused night may fall within the cover if the delay is caused by:
Unless otherwise provided by the policy, the following do not give entitlement to reimbursement:
The guest has an accident on the way and roadside assistance intervenes, issuing certification of the event. In this case, the penalty for the unused night may be assessed for reimbursement.
The guest leaves home late and misses the train. This situation is not included among the reasons covered by the StornoHotel policy.
The StornoHotel policy alone does not cover flight delays.
For guests travelling by plane or another means of transport, the Travel policy includes a specific benefit for documented transport delay: €80 for every full 8 hours of delay, according to the policy terms.
The StornoHotel policy must be purchased within 48 hours of booking.
When the accommodation facility requires a deposit, the operational reference is the confirmation that the deposit has been received by the facility.
After the required deadline, the policy cannot be activated in the following days.
The policy may reimburse penalties charged to:
provided that all of them are insured and included in the same policy file.
Family members include:
A friend is not considered a family member. A friend may be included as a travel companion, but the policy provides for only one travel companion per family unit.
Yes. The policy is valid for insured persons aged 90 or under.
Yes. Children, father and mother fall within the definition of family member.
Illness, injury or death of a family member may be valid reasons for cancellation or interruption, provided that the event is:
If a child has a fever the day before departure and the medical certificate states that travel is not possible, a reimbursement request may be submitted.
If the insured person's father or mother is urgently hospitalised and the insured person's presence is necessary, the case may be assessed with appropriate documentation.
Yes. Illness of a domestic pet may be covered in two situations.
The policy may apply if the domestic pet has:
In this case, a 10% deductible applies, with a minimum of €50.
The same two situations may also apply during a stay that has already started. In case of early return, reimbursement is calculated pro-rata on the unused nights.
A veterinary certificate is required, stating:
No. Pre-existing progressive illnesses and their complications are excluded.
Cases where, at the time of booking, conditions already existed that could have made cancellation foreseeable are also excluded.
The following are also excluded:
Physiological pregnancy itself is not considered a reason for cancellation or interruption of the stay.
However, pregnancy-related medical conditions are included, provided that they arise within the 26th week of pregnancy and are documented by medical certification, according to the policy terms.
In summary:
General bad weather is not covered.
The policy may apply only if a documented natural disaster makes it impossible to reach the destination, or if the delay or impossibility of arrival is caused by vehicle breakdown or accident certified by roadside assistance.
Fear of bad weather, rain or unfavourable weather conditions does not give entitlement to reimbursement unless the situation falls within the reasons listed in the policy.
The StornoHotel policy may reimburse two different situations: cancellation before departure and interruption of a stay already started.
If an unexpected event covered by the policy prevents the guest from travelling, StornoHotel may reimburse the amounts already paid and not recoverable, retained by the accommodation facility as a cancellation penalty.
The following are not reimbursed:
The maximum limit for cancellation is €8,000 per insured person.
A reimbursement request may be assessed when cancellation is due to one of the following reasons covered by the policy:
If, during the stay, a covered event forces the guest to return home earlier than planned, the policy may reimburse the pro-rata value of the unused nights, up to €8,000.
A reimbursement request may be assessed when the interruption of the stay is due to one of the following reasons:
The cover also applies in the event of the death of the insured person during the stay, with reimbursement paid to the heirs.
The following are not covered, among other cases:
Yes. The Travel policy may also apply when the stay in the accommodation facility has to be cancelled because the carrier cancels the outbound trip.
This benefit refers to cancellation of the outbound journey by:
Cover is provided when the cancellation of the outbound trip is communicated to the insured person within the 24 hours before the scheduled check-in date at the accommodation facility.
In this case, if the guest cannot reach the destination and the accommodation facility applies a non-refundable cancellation penalty, the Travel policy may assess the reimbursement request according to limits, deductibles, required documentation and policy terms.
The guest has booked a hotel stay with check-in scheduled for Saturday. On Friday, within the 24 hours before check-in, the airline cancels the outbound flight. The guest cannot reach the destination and the accommodation facility applies a cancellation penalty.
In this case, the reimbursement request may be assessed under the Travel policy, provided that the guest attaches the official communication from the carrier and the documentation of the penalty applied by the accommodation facility.
To request reimbursement, it is important to keep:
In summary: Travel may cover accommodation cancellation if the outbound trip is cancelled by the carrier within the 24 hours before check-in and the guest cannot reach the accommodation facility.
The Travel policy must be purchased within different deadlines depending on the departure date and on when the travel ticket is purchased.
If the flight is booked in January for a holiday in June, the guest has 7 days to activate the Travel policy, according to the policy terms.
The valid reasons for cancellation are the same as those provided by the StornoHotel policy.
The difference is that Travel may also include non-recoverable costs linked to travel tickets, such as flights, trains, buses or ferries, within the limits and conditions provided by the policy.
The cancellation limit under the Travel policy is €10,000 per insured person.
A 10% deductible, with a minimum of €50, also applies to Travel, except for the same cases provided by StornoHotel.
The deductible does not apply in the cases provided by the policy of death or hospitalisation of the insured person or their family members for more than 5 days.
Yes. Travel may provide a benefit in case of documented delay of the outbound means of transport.
The carrier must issue written certification of the delay.
The benefit is valid for one claim only per policy.
Yes. Travel also covers interruption of the stay in the same way as StornoHotel.
The limit for interruption is €8,000 and reimbursement is calculated pro-rata on the unused nights.
The reasons may include, according to the policy terms:
No. Bankruptcy or insolvency of the carrier or travel agency is expressly excluded.
The claim must be reported within 30 days of return.
The claim can be submitted through:
or by post to:
Inter Partner Assistance S.A. - Claims Office
Via Carlo Pesenti 121
Rome, Italy
The Travel policy includes everything provided by the StornoHotel policy for the accommodation booking and adds further protection: it may also cover penalties linked to travel tickets, such as flight, train, bus or ferry tickets, within the limits and conditions provided by the policy.
In other words, StornoHotel mainly protects the accommodation booking, while Travel extends the protection to the travel component connected to the holiday.
Travel is suitable for guests travelling with:
Travel also includes a benefit for documented delay of the outbound means of transport.
| Benefit | StornoHotel | Travel |
|---|---|---|
| Accommodation cancellation | Yes | Yes |
| Stay interruption | Yes | Yes |
| Travel ticket penalties | No | Yes |
| Documented transport delay | No | Yes |
| Cancellation limit | €8,000 per insured person | €10,000 per insured person |
| Bankruptcy of carrier or travel agency | No | No |
The Travel policy does not cover the bankruptcy or insolvency of the carrier or travel agency.
Care4UHotel Outdoor is a complementary cover for active holidays.
It does not cover:
For cancellation and interruption, guests need StornoHotel or Travel.
Care4UHotel Outdoor may include:
Care4UHotel Outdoor costs €3.00 per insured person, taxes included.
The cover has a maximum duration of 30 days.
The Assistance and Medical Expenses section may apply in case of illness or injury during the stay.
The limits are:
A fixed deductible of €50 per claim applies.
The cover may include:
For assistance services, it is necessary to contact the Operations Centre in advance, available 24/7, at:
+39 06 42 115 840
Without prior contact, assistance services will not be provided.
The Luggage section may apply in case of:
The cover provides:
In case of delayed delivery of luggage by the airline for more than 12 hours, the policy may reimburse purchases of essential items up to €150.
The following are excluded, among others:
Personal Liability covers involuntary damage caused to third parties during private life, including amateur sports activities.
The limit is €250,000.
A deductible of €500 per claim applies.
Professional activity is excluded.
The Sports Package may apply during amateur sports activities, within the limits provided by the policy.
The following expenses may be included:
Limit: up to €2,500.
In case of loss or theft of sports equipment during air transport, the cover may apply up to €2,500.
In case of injury, the policy may reimburse pro-rata:
Limit: up to €1,000.
Yes. Not all activities and situations are covered.
The following are excluded, among others:
The claim must be reported within 30 days of return.
The claim can be submitted through: care4uhotel.claims
or by post to:
Inter Partner Assistance S.A. - Claims Office
Via Carlo Pesenti 121
Rome, Italy