Frequently Asked Questions
Everything you need to know about Sitata travel insurance, the app, claims, and our partner programs.
General
- What payment methods does Sitata accept?
- You can use a debit or credit card as well as Apple Pay and Google Pay.
- How can I get in touch?
- The fastest way to reach us is through live chat on our website, in-app chat, WhatsApp, or Telegram. Our Customer Care team operates 24/7, with peak responsiveness Monday through Friday, 9am-5pm.
- How can I make a complaint?
- Complaints can be submitted through the Sitata app, by emailing support, or writing to our office at Sitata Inc, 151 Charles St W, Suite #199, Kitchener, ON, N2G 1H6, Canada.
Insurance Coverage
- Is the coverage primary?
- Unless stated otherwise in your plan documents, the coverages are primary. That means Sitata pays first - you don't need to file with another insurer before coming to us.
- What does travel insurance cover?
- Coverage typically includes trip cancellation and interruption, emergency medical expenses, medical evacuation, baggage loss and delay, travel delays, passport and money loss, and personal accident coverage. Exact benefits vary by plan.
- What does travel insurance NOT cover?
- Common exclusions include pre-existing medical conditions (unless waived), losses from negligence or intoxication, high-risk activities without the appropriate add-on, and intentional self-harm. Always review your policy wording for the full list of exclusions.
- Do I really need travel insurance?
- A single emergency room visit abroad can cost $5,000-$50,000+ without insurance. Medical evacuation can exceed $100,000. Travel insurance provides financial protection against these unexpected costs, plus trip cancellation, baggage loss, and more.
- Does the travel insurance cover cruises?
- Yes. Our plans cover cruises including the medical and evacuation benefits specified in each plan.
- Does travel insurance cover adventure activities?
- Standard policies may exclude high-risk activities like skiing, diving, or bungee jumping. We offer optional adventure sports add-ons that you can include at purchase.
- Does travel insurance cover lost or stolen passports?
- Yes, all of our plans include reimbursement for fees associated with replacing a lost or stolen passport.
- Is travel insurance mandatory for certain destinations?
- Some countries require proof of travel insurance for entry, including Cuba and Schengen Area nations (most of Europe). Check entry requirements for your destination before traveling.
- What is a pre-existing condition waiver?
- A provision that allows coverage for pre-existing medical conditions if the policy is purchased within a specific time frame after booking the trip. Contact us for details on eligibility.
- What is the difference between single-trip and multi-trip insurance?
- Single-trip insurance covers one specific journey. Multi-trip (annual) insurance covers multiple trips within a year and is often more cost-effective for frequent travelers.
Buying & Pricing
- When should I buy travel insurance?
- The best time is immediately after booking your trip. Early purchase maximizes coverage and protects against pre-existing condition exclusions, weather events, and other unforeseen circumstances.
- Can I buy travel insurance after booking a trip?
- Yes, but the earlier you purchase, the more protection you get - especially for trip cancellation benefits, which often require purchase within a window of your initial booking.
- How much does travel insurance cost?
- Travel insurance typically costs 4-10% of the total trip cost, depending on the policy type, coverage amount, traveler age, and destination. Get a personalized quote in 60 seconds.
Changes & Cancellations
- Can I cancel my travel insurance policy?
- Yes. We offer a 14-day free look period. Cancel within 14 days for a full refund, no questions asked, as long as no claims have been filed.
- Can I change my travel details after purchase?
- Yes, you can change your travel details at any time. Policy changes can be made within the free look period. Contact our support team for assistance with modifications.
Support & Emergencies
- What should I do in case of a medical emergency while traveling?
- Contact Sitata immediately through the in-app chat, website chat, WhatsApp, Telegram, or the emergency number in your policy documents. We will coordinate medical care, hospital admission, and evacuation if necessary.
- Does my travel insurance cover emergency medical evacuation?
- Yes. All of our comprehensive plans include coverage for emergency medical evacuation to the nearest suitable medical facility or repatriation to your home country if necessary.
- What happens if I lose my passport or important documents?
- Our plans include coverage for lost or stolen passports. Contact our support team immediately for guidance on replacing your documents and any associated reimbursement.
- Can I get emergency cash if my wallet is lost or stolen?
- Yes. All of our plans provide emergency cash advances or reimbursements for essential expenses if your wallet, money, or credit cards are stolen.
- What if I need to cut my trip short due to an emergency?
- Trip interruption coverage reimburses unused, non-refundable trip costs and additional transportation expenses to return home early.
Claims & Reimbursements
- How do I make a claim?
- Visit https://www.sitata.com/claims or use the Sitata mobile app to initiate a claim. You can submit photos, receipts, and documents directly through the app.
- What documents do I need to submit for my claim?
- Required documents vary by claim type. Trip cancellation requires proof of payment and documentation of the cancellation reason. Medical claims need medical reports and receipts. Baggage claims require airline reports and proof of ownership.
- How long does it take to process a claim?
- We aim to process straightforward claims within 48 hours after receiving all necessary documents. More complex claims may take 2-7 business days.
- What should I do if my claim is denied?
- Review the explanation against your policy terms. You can request a detailed investigation, provide additional evidence, or file an appeal. Contact our support team for guidance.
- Can I file a claim after I return home?
- Yes, but there is usually a time limit of 30-60 days after the incident. We recommend filing as soon as possible for the fastest processing.
The Sitata App
- What is the Sitata app for?
- The Sitata app is a travel safety and insurance platform that helps travelers stay informed and protected. It provides real-time travel alerts, manages your itinerary, lets you report and view scams or tips at your destination, offers access to travel insurance, and provides emergency assistance.
- How does the Sitata app keep me safe during my trip?
- The app uses AI and a team of intelligence analysts to monitor 220+ countries for threats and disruptions. You receive real-time alerts about health risks, weather disruptions, protests, security concerns, and crowdsourced reports on scams and local tips.
- Can I purchase travel insurance through the app?
- Yes. You can get a quote, purchase coverage, and manage your policy entirely within the Sitata app.
- How do I use the trip itinerary feature?
- Forward your flight, hotel, or other trip confirmation emails to the designated Sitata email address. The app automatically creates a detailed itinerary and begins monitoring your destinations for threats.
- Does the Sitata app work offline?
- Some features like saved trip details and preloaded travel alerts are accessible offline. Real-time alerts, emergency assistance, and community updates require an internet connection.
- Is the Sitata app free to use?
- The app is free to download and provides access to travel alerts, community reports, and trip tracking. Travel insurance and premium safety tools require a purchase.
- What types of scams or tips can I report?
- You can report tourist scams, safety issues, transportation tips, local customs, and any other information that would help fellow travelers at your destination.
- Is my data secure on the Sitata app?
- Yes. Sitata follows strict security protocols and industry-standard encryption to ensure your personal and travel data is protected. See our Privacy Policy for full details.
- Do I have to use the app?
- No - your insurance coverage works with or without the app. But the app gives you real-time threat alerts, instant chat assistance, itinerary tracking, and proof of insurance on your phone. Most travelers tell us it's the part they value most.
Partner & Business FAQs
Questions for travel advisors, airlines, hotels, and developers integrating with Sitata.
For Travel Advisors & Agents
- How do I become a Sitata travel advisor partner?
- Contact our partnerships team through the Talk to Sales button on our Travel Advisors partner page. We offer quick onboarding with a dedicated partner manager.
- What commission do travel advisors earn?
- We offer competitive commission rates on every policy sold. Commission details are shared during the partner onboarding process. Contact our partnerships team for current rates.
- Can I white-label Sitata insurance under my brand?
- Yes. We offer full white-label options so your clients see your brand, backed by our technology and underwriting. Contact our partnerships team for details.
- What integration options are available for travel advisors?
- We offer a partner portal, embeddable widget, REST API, and full white-label solution. Choose the option that fits your workflow.
For Airlines & OTAs
- How does embedded travel insurance work for airlines?
- Sitata's API integrates directly into your booking flow. Passengers see a dynamic insurance offer with pricing based on their specific route, destination risk, and trip duration. The entire process - quoting, purchase, and policy delivery - happens within your booking path.
- What are the integration options for airlines?
- We offer a REST API for full control, a drop-in widget for quick implementation, and a complete white-label solution. Full documentation is available at docs.sitata.com.
- Does Sitata support high-volume airline booking paths?
- Yes. Our API is built for airline scale with millisecond response times for quoting. We already work with major carriers handling millions of bookings.
For Hotels & Accommodations
- How does cancellation protection work for hotels?
- Guests purchase cancellation coverage at the time of booking. If they need to cancel for a covered reason, they file a claim with Sitata and are reimbursed through insurance - not through your hotel's revenue. You keep the booking income.
- Does Sitata integrate with hotel booking systems?
- Yes. We offer API integration and embeddable widgets that work with major PMS and booking platforms. Contact our partnerships team for technical details.
- How does hotel cancellation insurance reduce chargebacks?
- When guests have cancellation coverage, they file insurance claims instead of chargebacks with their credit card company. This protects your merchant account and reduces dispute costs.
For Developers & Platforms
- Where can I find the API documentation?
- Full API documentation is available at https://docs.sitata.com. It covers quoting, policy management, claims, risk intelligence, and webhooks.
- What authentication method does the API use?
- The API uses bearer token authentication. You receive an API key during partner onboarding that you include in the Authorization header of each request.
- Is there a sandbox environment for testing?
- Yes. We provide a sandbox environment so you can test the full integration flow - quoting, binding, claims - before going live. Contact our developer support team for access.
- What response format does the API return?
- The API returns JSON responses. All endpoints follow RESTful conventions with standard HTTP status codes.
Still Have Questions?
Our team is available 24/7 to help. Chat with us or get a quote in 60 seconds.
Get a Quote 14-day free cancellation Primary coverage 220+ countries covered Claims paid in under 48 hours