If you’ve elected to offer a Property Damage Protection Plan and your guest purchased it for their stay, you’ll have access to the Customized Services Administrators, Inc. d/b/a Generali Global Assistance & Insurance Services (“Generali Global Assistance”) eClaims Portal.

You can access the eClaims Portal from your Vrbo Owner account. From there, you can file a claim, communicate with Generali agents, and track claim progress.

To file a claim:

  1. Log in to your account.
  2. Navigate to your Inbox.
  3. On the guest’s check‑out day, open the post‑stay booking conversation.
    • In Inbox, select the relevant booking to open the conversation.
    • You can also search for the conversation using the guest's name or reservation ID.
  4. In the conversation, look for the alert indicating the guest has checked ou.
  5. Navigate to the Damage protection section.
  6. Select File claim with our trusted insurance partner Generali Global Assistance.
  7. Select Go to eClaims.
    • The eClaims landing page opens with information about what to expect during the eClaims process.
  8. Complete the online claim form in the eClaims portal and select Submit.
After you submit the claim form, you and your guest receive an automatic email from Generali Global Assistance with the damage claim information. After you’ve submitted your claim, Generali Global Assistance will provide updates about your claim status by email.

Contacting Generali Global Assistance

For questions about coverage, changes, cancellations, or claims, reach out to Generali Global Assistance directly: