Reviews, Sales, and Service Ratings for
Generali Global Assistance

Still waiting to get payment even though they agree in writing the amount to be refunded to me……

Thank you for sharing your feedback Vincent. We were unable to locate an active claim filed against your policy and a dedicated team member will be reaching out to you to initiate the process and answer any questions you may have. Please feel free to reach out to us at (800) 348-9505 or via email at customerservice@generalitravelinsurance.com with any additional questions or concerns.

The representative was very responsive when I called. I received a computer generated list of medical providers near Zandvoort. The list was not very good. It had some bad information. It took me a while to find a provider who could help us. Also it was a little scary when providers did not have appointments available before our scheduled return trip. Not a Squaremouth issue but is concerning.

Thank you for your feedback Robert. We’re sorry we didn’t meet your expectation. Our travel assistance line is available 24/7/365, to provide emergency assistance. We will review your call recording to ensure our team is providing the best service possible. If you need any additional assistance after your travels, please contact us at 800-348-9505 or via email at customerservice@generalitravelinsurance.com

Good value

Hello Ross. We are happy you found the right coverage to fit your trip's needs. Thank you for your feedback and your purchase!

One never knows the quality of a travel insurance company unless there is a claim, which I have. The experience I am having is very negative. For 6 weeks I have had no access to my Generali account due to password not working and the password reset process not working. I have been told repeatedly that it is a temporary problem which they are fixing now, including today. I was told to email their web help department but the email comes back as not valid. About 45 days after I submitted my full claim, I received a request for more information about my claim for information, all of which has already been submitted. I was given 20 days to submit this information or the claim would be cancelled and I would need to file to reopen it. The biggest issue seems to be that when I first opened the claim I put the total amount of the policy in for the claim as I had no idea what refunds I would receive. What I finally submitted the documentation for the claim it was for was about $250 less than the full policy amount. Since I only submitted receipts for the slightly lesser amount, they want to deny the whole claim. I did explain the difference and gave complete documentation of ever expense, receipt, and refund, and even had it laid out in a spread sheet and a narrative. They are also asking for ridiculous information given all the documentation I submitted, like planned travel dates (for a cancelled trip), and a break down of all expenses. Not only were all receipts, invoices, and proof of payments submitted, but a spreadsheet was also included itemizing every expense and refund, along with full documentation for refunds.
I left messages and sent emails to my claims agent (who failed to identify himself or how to contact by phone, but I got that information by calling Generali later). I have received no responses from anyone. I tried using Chat to resolve all of this, but they claim to be only for customer service, which apparently this does not fall under.

I feel strongly that this is a company tactic to delay paying claims or to get people to give up entirely. Very poor service.

Hello Steven. Thank you for your feedback. We take customer service and the claims review process very seriously. We're pleased to advise that your claim has been finalized and you should have received a phone call to the number on file. 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.

Their Q and A is not comprehensive. If you try to contact tem by phone, it’s all automated and it’s not possible to get a live person on the phone. Inquiries were answered with automated replies which did not answer the question posed. To date, my claim has not been settled though they said almost a month ago that they had all my materials and had assigned the claim to a claims representative. I have received no further contacts from them since that time.
Their rates seemed competititve and what they offered seemed comprehensive and appropriate to my needs. But this delay and their failure to respond to my inquiries is disappointing.

Hello Judith. We’re sorry for the inconvenience and will use your feedback to improve the claims process. We take customer service and the claims review process very seriously and strive to provide a fair, equitable and timely process for all customers. We have received your claim, and a dedicated claims rep will follow up 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 claims@generalitravelinsurance.com

I had gone to the Generali website to find out if a lost bag on our flight from Frankfurt had coverage on the policy we purchased. I found the online "virtual assistant" set up on their site to be extremely unsatisfactory. For one thing, I needed to find out what exactly might be covered and what steps I take. The site said that I could file a claim and to start to enter info including what was in the luggage and then come back to it to add or modify the info. I did not have all the info at that time. But after entered a lot of info, there was nowhere to save it. I finally got a live chat person to come up but he was extremely slow and couldn't help me with the "save" issue At one point, he said that they have been having complaints about this online claim system. So I had to close out the work I did and it was all lost so I will have to start over and there is still no way to save it if I can't finish it?????
I was very frustrated with Generali's lack of service and difficulty in using their website. Based on their experience, I could never buy their coverage again.
Re: Squaremouth, I've been pretty happy with the ability to get someone to talk to about our claim. But Generali, no.

Thank you for your feedback, Robert. We’re sorry to hear about the circumstances surrounding your claim submission 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. One of our dedicated customer service team members will be in touch with you soon to offer further assistance. If you have any additional questions in the meantime, please reach out to us at (800) 348-9505 or via email at customerservice@generalitravelinsurance.com

The instructions for filing a claim are far more complicated than they need to be.

Hello Kathleen. We’re sorry for the inconvenience and will use your feedback to improve the claims process. We take customer service and the claims review process very seriously and strive to provide a fair, equitable and timely process for all customers. We have received your claim, and a dedicated claims rep will follow up 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 claims@generalitravelinsurance.com

I filed my claim on May 10. I immediately received a request for additional documents which I had already provided. Since then, I have heard nothing. When I call the Customer Service number, it seems to be impossible to get through to a human being to find out if the claim is proceeding. I left a message asking if the claim is proceeding, but have not received a response. It is frustrating not to have any human interaction.

Thank you for your feedback, JoAnna. We’re sorry to hear about the circumstances surrounding your claim submission 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. We have received your claim, and a dedicated claims rep will follow up 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 claims@generalitravelinsurance.com