Questions?
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You can use a debit or credit card as well as Apple and Google Pay.

We are dedicated to delivering exceptional service at all times. If we haven’t met your expectations, we’d like to hear from you so we can make things right. You can share your concerns with us through the following channels:

• Through the Sitata app
• By emailing moc.a1736805176tatis1736805176@trop1736805176pus1736805176
• Writing us at Sitata Inc, 151 Charles St W, Suite #199, Kitchener, ON, N2G 1H6, Canada

Unless stated otherwise in your plan documents, the coverages are primary.

COVID-19 is covered and considered the same as any other disease under the policy wording.

Our coverage varies by the products you choose and the policy but generally the coverage includes:

• Trip cancellation/interruption: Reimbursement for non-refundable trip costs if a trip is canceled or interrupted for covered reasons.
• Medical emergencies: Coverage for medical treatment, evacuation, or repatriation.
• Baggage issues: Compensation for lost, delayed, or damaged luggage.
• Travel delays: Reimbursement for additional expenses due to delays.
• Accidental death or dismemberment: Benefits for serious injuries or death during travel.
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Some policies include extra coverage for business travel, adventure activities, cruises and more. Be sure to check our full product offering and their corresponding policy wordings. You can also ask our staff for your particular needs.

Common exclusions include:

• Pre-existing medical conditions (unless covered by a waiver which some of our plans include).
• High-risk activities like extreme sports (unless specifically added).
• Losses due to negligence or intoxication.
• Pandemics, epidemics, or government restrictions (unless stated in the policy, COVID-19 is treated as any other disease and not a pandemic or epidemic).

While not mandatory, travel insurance provides financial protection for unexpected events that can be costly, especially during international travel or trips involving high prepaid costs.

The best time to buy travel insurance is immediately after booking your trip. Purchasing early maximizes your coverage and ensures protection for unforeseen events that might occur before or during your travels.

Key Reasons to Buy Travel Insurance Early:

1. Trip Cancellation Protection

   • If you purchase travel insurance shortly after booking your trip, you'll be covered for unexpected events (e.g., illness, injury, natural disasters, or other covered reasons) that force you to cancel your trip.

2. Pre-Existing Condition Waiver

   • Many policies offer a waiver for pre-existing medical conditions if the policy is purchased within a specific timeframe (often 7–21 days) from when you make your first trip payment.

3. Weather-Related Coverage

   • Early purchase protects against weather events (e.g., hurricanes) that are announced after the policy is purchased. Policies don’t cover known or forecasted events.

4. COVID-19 or Pandemic Coverage

   • If your policy includes coverage for pandemics, buying early ensures you are covered if restrictions, illness, or other related events affect your trip.

5. Limited-Time Benefits

   • Some coverage options, such as "Cancel for Any Reason" (CFAR), must often be added shortly after your initial trip payment.

6. Peace of Mind

   • Knowing you’re covered from the moment you plan your trip helps reduce stress.

When Should You Wait to Buy?

If your travel plans are uncertain or tentative, you may want to finalize your trip details before purchasing insurance. However, waiting too long may limit your coverage options.

Considerations Based on Trip Type:

• Domestic Trips: Can wait longer, but still advisable to purchase as soon as plans are confirmed.
• International Trips: Buy as early as possible to account for potential emergencies or changes in plans.
• Adventure or Group Travel: Consider buying early for additional activity-related coverage or group plans.

Yes, but it’s better to purchase it soon after booking to maximize coverage, especially for trip cancellation benefits.

Travel insurance typically costs 4–10% of the total trip cost, depending on the policy type, coverage amount, traveler age, and destination.

A provision that allows coverage for pre-existing medical conditions if the policy is purchased within a specific time frame after booking the trip. Many of our protection plans include this waiver.

Standard policies may exclude high-risk activities like skiing or scuba diving. However, many of our plans offer optional add-ons for adventure sports coverage.

Single-trip insurance: Covers one specific trip.

Multi-trip (annual) insurance: Covers multiple trips within a year, often more cost-effective for frequent travelers.

Yes, all of our plans include reimbursement for fees associated with replacing a lost or stolen passport.

Some countries (e.g., Cuba, Schengen countries) require proof of travel insurance for entry.

Yes, we offer a "free look" period of up to 14 days where you can cancel the policy for a full refund if no claims have been made.

Yes, you can change your travel details at any time. You can make changes to your insurance policy within the "free look period."

Contact us as soon as possible. Our emergency support staff will guide you to the nearest approved medical facility, arrange treatment, and coordinate payments.

You can contact us through our website chat, our in-app emergency support system (with chat), through social media, WhatsApp, Telegram, or the emergency assistance number provided in your policy wording.

You should use our in-app chat whenever possible, followed by other chat systems such as our mobile app or WhatsApp,  Telegram or Facebook Messenger. This will help you avoid any long distance fees and help us quickly identify your account and associated protection plan.

Yes, all of our comprehensive travel insurance policies include coverage for emergency medical evacuation to the nearest suitable medical facility or repatriation to your home country if necessary. 

Our protection plans include coverage for lost or stolen passports. Contact our support team for guidance on replacing your documents and any associated reimbursement.

Yes, all of our protection plans provide emergency cash advances or reimbursements for essential expenses if your wallet, money, or credit cards are stolen. 

Trip interruption coverage in your policy typically reimburses you for unused, non-refundable trip costs and additional transportation expenses to return home. 

You can visit https://www.sitata.com/claims to start a claim. You can also do the same in our mobile app.

Required documents may include:

• Trip cancellation: Proof of payment, booking confirmation, and documentation of the reason for cancellation (e.g., doctor’s note or death certificate).
• Medical expenses: Medical reports, hospital bills, and receipts.
• Lost baggage: Airline reports, receipts for lost items, and proof of ownership.
• Check your policy or chat with our support staff while filing out your claim for specific requirements.

Claim processing times vary by provider, but we aim to process claims within 2–7 days after receiving all necessary documents. Delays can occur if documentation is incomplete or additional investigation is required.

If your claim is denied, please review our explanation carefully and compare it with your policy terms. If you believe the denial is incorrect, you can:

• Request an investigation by our staff and a more detailed explanation.
• Provide additional evidence to support your case.

If you still feel you have been treated unfairly, you can file an appeal or escalate the issue to the insurance regulator in your region.

Yes, but please note that there’s usually a time limit (e.g., 30–60 days after the incident). Check your policy for specific deadlines.

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 in your destination, offers access to travel insurance, and supports emergency assistance when needed.

The app provides:

• Real-time alerts about health risks, weather disruptions, and safety concerns in your destination.
• Access to crowdsourced reports on scams, local tips, and incidents.
• 24/7 emergency assistance and insurance services for medical or trip-related issues.

Yes, the Sitata app allows you to purchase comprehensive travel insurance tailored to your trip. You can review coverage options, buy policies, file claims, and access your insurance details all within the app.

Use the app’s reporting feature to share your experience with the Sitata community. Your report will help other travelers stay informed about potential risks in the same area.

If you experience an emergency, use the app to contact Sitata’s 24/7 support team. They can assist with medical emergencies, travel disruptions, or insurance claims. Make sure to enable notifications and location access for faster support.

Some features, like saved trip details and certain preloaded travel alerts, are accessible offline. However, real-time alerts, emergency assistance, and community updates require an internet connection.

The app is free to download and provides access to basic features like travel alerts and tips. Additional services, such as travel insurance and premium safety tools, may require a purchase.

You can report:

• Tourist scams, like fake ticket sellers or inflated pricing.
• Safety issues, such as unsafe areas or pickpocket hotspots.
• Travel tips, including transportation hacks or must-know local customs.

Simply forward your flight, hotel, or other trip confirmation emails to the designated Sitata email address. The app will automatically create a detailed itinerary for your trip, including your reservations and travel schedule.

Enter your destination and travel dates in the app, and it will automatically deliver customized alerts relevant to your trip. You can adjust notification settings to prioritize specific types of alerts.

Yes, Sitata follows strict security protocols to ensure your personal and travel data is safe. Any sensitive information, such as insurance details, is encrypted and stored securely.

No, but we highly recommend it! With the app, you'll be able to track your itinerary, receive updates about potential disruptions, and have concierge and assistance services at your fingertips.