Compare Generali Global Assistance Plans in Just A Few Simple Steps
Generali offers three comprehensive policies on Squaremouth; Standard, Preferred, and Premium. All Generali plans include strong medical protection and generous cancellation options, especially for natural disasters and bad weather.
See how Generali Global Assistance compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
Many Generali customers appreciate the fast and easy online claims process, with many highlighting how quickly they receive reimbursement. However, some customers find the claims portal and the provider’s automated phone system difficult to navigate.
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
Review Updated: 01/25/2024
Once the claim was turned over to a human it was handled expeditiously, fairly and with great courtesy. My complaint is with Generali's automated system. It is very difficult to use and because it does not allow users to change input after it is entered, is frustrating and anger inducing.
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.
My claim was closed before resolution. I received a VM that they needed more information but an email would be forthcoming with the information needed. I never received the email or another call to follow-up. Instead, our claim was closed.
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.
The policy gave me peace of mind. I enjoyed my trip free of worries.
We are grateful for your review, Valerie. Thanks so much for sharing your experience and choosing to #TravelSmarter.
I have used SquareMouth for years and have had nothing but excellent experiences. My primary contact has been through the excellent web interface - the best of any site I've ever used. This is coming from a human factors psychologist who designs user interfaces professionally. I recommended it to a colleague who agreed that the web interface is exceedingly well designed.
The only contact I had pre-departure with Generali was to call and inform them that we would be unable to travel and would be filing a claim. I called back later and asked more detailed questions ... spoke with an extremely helpful customer service agent. I have not yet filed the claim, as I needed to wait for more documentation from our travel provider. It will likely be more than 4 weeks before the claim is settled, but I'll be more than happy to review my experience with them at that point in time.
Review Updated: 07/11/2024
This was SUCH a frustrating experience!! The claim was filed 28 Dec 2023 and the final payment received 27 June 2024. I provided detailed documentation, including an explanatory letter, and always responded immediately and in detail to any questions or requests for further information. We did eventually receive our full reimbursement. The main problem was total lack of responsiveness. I would post information and messages to the e-portal and send emails or leave phone messages and never, ever receive a response. There was only a generic claims email … never got a personal email address for our claims adjuster or any indication that she had received emails. I or my husband would leave messages on her line and never get an acknowledgment or call-back. And we didn’t bombard her with calls or emails: there were a grand total of 6 messages in 6 months trying to check status and/or provide information. The only time we received any response was the 2-3 times my husband left a message with the claims adjuster’s supervisor. He never answered the phone or responded personally, but somehow magically within a couple of days something would happen to move things along. I used Generali once before, with a less complicated claim, and was satisfied with their responsiveness. Still, I will never again use them and would advise others against it, too.
The one other comment/consideration we had was that, because cancelling our airline ticket automatically generated a credit, although it was hidden from us and both the airline and travel agent (who wrote a letter stating to Generali and the airline that it was issued through them and would not be re-used) assured us it shouldn’t be a problem, the claims adjuster insisted that we wait for the credit to expire. That was only one reason for the delay; the rest of the expenses were reimbursed on 10 May, after 4.5 months.
Thank you for the positive feedback, Jerry! If you need any assistance during the claim process, please feel free to contact us at 800-348-9505 or via email at customerservice@generalitravelinsurance.com and one of our dedicated customer service team members will be able to help.