Reviews, Sales, and Service Ratings for
Generali Global Assistance

My experience has been horrible. I was scheduled to travel on Oct. 21. On October 19 I was transported by ambulance to the hospital with a total heart blockage, requiring two nights in hospital and a pacemaker. Obviously, I could not travel on the 21st, as scheduled, as I was literally in-patient. I filed a claim with Generali Global Assistance. I provided medical documentation, a release to contact the provider and hospital and everything else requested. I have not received payment, get endless voicemail when I try to call, get referred to the portal when I email where I find an indication that my case is closed, without explanation. I have not been paid.

I have filed a complaint with the NYS Department of Financial Services.

I am thoroughly disgusted and appreciate any help you can provide.

We’re sorry to hear about the circumstances surrounding your claim and for not meeting your expectations, Mimi. We take customer service and the claims review process very seriously and strive to provide a fair, equitable and timely process for all customers. A dedicated claims team member is investigating your case further and will be in touch with additional information. If you have any additional questions in the meantime, please reach out to us at (800) 348-9505 or via email at marketing_ecommerce@generalitravelinsurance.com

Customer Assistance was of no help. The on-line claim form does not allow modification after one completes the claim amount and sworn statement. This, if the documents, when gathered show a different amount the entire claim has to re-initiated as though it is a new claim. Customer Assistance told me that having one or more draft claims, along with a submitted claim would slow down the process. The alternative filing method that Customer Service suggested could not be completed on line.
The chat mechanism did not respond to my questions

Hello Leroy, we thank you for sharing your feedback. We have received your claim, and a dedicated claims rep will follow up with you once their review is completed or if more information is needed. We apologize about your negative experience with the claims process. At Generali Travel Insurance, we take customer service very seriously. We have reviewed your case and are re-training the customer service rep that worked with you to improve. Please feel free to reach out to us at 800-348-9505 or via email at claims@generalitravelinsurance.com with any additional questions or concerns.

We have had good experience and peace of mind working with Generali Global Assistance.
Thank you!

We are grateful for your review, Linda! Thanks so much for sharing your experience and choosing to #TravelSmarter.

The agent I spoke with was quick to understand our needs. She said she would locate some clinics to refer us to in Barcelona. We had the referals and were on our way to a clinic within about 30 minutes. On 12/19 we filed a claim for services provided at the clinic and are now waiting for a response. So far we are satisified with Generali Global.

Hello Richard. Thank you for your review. We are pleased that the Emergency Travel Assistance services were able to meet your expectations. We strive to process claims within 30 days from when they are received, although some cases can take longer. If you have any questions or concerns in the meantime, please call 800-348-9505 or email us at customerservice@generalitravelinsurance.com and one of our dedicated customer service team members can assist you.

Plan to make a claim and asked customer service for assistance but have not heard back.

Thank you for your review, Richard. We are very sorry that you haven’t received a return call. One of our dedicated customer service team members will contact you today to offer help with filing a claim.

In the future, you can start a claim online by following this link, https://generalitravel.com/claims. We also have a brief video that can help you with how to file a claim, generalitravel.com/start-claim. If need any additional assistance with the claims process, contact us at 800-348-9505 or via email at customerservice@generalitravelinsurance.com and one of our dedicated customer service team members will be happy to assist you.

Generali was very slow in processing our claim. The claim was submitted on May 9, 2023 and final payment was not received until November 20, 2023. On June 28, 2023 Generali requested an English translation for a police report filed as documentation for the claim. Then on October 18, 2023, Generali requested additional documentation, the bulk of which had already been provided. It became clear to me that Generali had not seriously started their review of the claim prior to the October date. During the previous months I sent emails to Generali asking for an update, but heard no response or their response was not informative. Our contract with Generali included a Kansas specific clause requiring settlement of the claim within 30 days of it being file. When I pointed that out to Generali, they completely ignored what I told them. In addition, though they required the English translation of the police report, they refused to pay the translation cost saying that it was our expense to move the claim along. I found that to be unfair.

Making claims against travel insurance policies is not easy, but I found Generali particularly difficult to work with and inconsiderate.

Thank you for sharing your feedback, Paul. We’re sorry to hear about the circumstances surrounding your claim and for not meeting your expectations. We take customer service and the claims review process very seriously and strive to provide a fair, equitable and timely process for all customers. A dedicated claims supervisor is investigating your case further and will be in touch with you with additional details regarding the determination. If you have any questions in the meantime, please reach out to us at (800) 348-9505 or via email at customerservice@generalitravelinsurance.com.

I purchased insurance and was charged twice for the same policy. I called Generali Global two times and emailed the company will no resolution. I called my credit card company to inform them what had happen. My credit card company contacted Generali about the charge. Generali cancelled the policy. One charge was taken off my credit card account however, the other charge is still there! No one at Generali seems to understand I was charged twice for the same policy! I am sure the extra charge can be researched through the billing department but for some reason no one seems to know how to research this. I will not buy any insurance from this company. I want my $109!

We value your feedback, Clara and appreciate your review. At Generali Travel Insurance, we take customer service very seriously, and apologize for your negative experience. We will review your concerns and one of our dedicated customer service team members will reach out to offer assistance. Thank you.

I was happy with the ultimate disposition of my claim, which was approved, so I was reimbursed for my trip disruption expenses. It took over 2 months for the claim to be resolved, despite Generali's statement that they would make a decision within 30 (or at most 45) days after the claim was submitted. Only when I called them (after 55 days) and complained was my claim resolved. The person I spoke with was very apologetic about the delay and referred me to the claims agent who was not available. I left a voice mail message asking to be contacted so I could learn the status of my claim, but I never received a reply. However, my claim was approved 5 days later.

I found their website opaque. In particular when looking for the status of my claim, as I ever saw is a notification that it had been received (which was obviously because I got an email to that effect when I submitted the claim). There is no way to send a query or connect with a person using the website.

So overall I am happy with the eventual disposition of my claim, but felt that the customer service left a lot to be desired.

Thank you for sharing your feedback with us. We're sorry to hear about the circumstances surrounding your claim and apologize for the delay as we take customer service and the claims review process very seriously. Our goal is to process claims within 30 days from the time that they're received, however, some cases can take longer to resolve. We're pleased your claim has since been finalized and have shared your feedback with our claim’s team manager so we can improve in the future.