Complaints
This profile includes complaints for Generali Global Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 670 total complaints in the last 3 years.
- 202 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a cruise for my husband for his birthday along with trip insurance through Generali Insurance compa**. While on the trip my husband died. I made the appropriate claims & was told it was being processed. Several weeks later when I should have received payment for the first portion of the claim for trip interruption a payment was made to me via direct deposit, but another check payment was issued to my deceased husband. I called Generali Insurance Compa** to inform them that I am the one that purchased the trip and paid for both insurance policies so I should receive the reimbursement for the trip interruption. I was told that the payment had to be made to my husband since he was the named insured.
The second portion of the claim was for reimbursement for the transport of my husband's body from ******* where he died back to ** where we reside. I have been communicating with Generali Insurance Representatives for weeks and no one told me that this payment for transporting my husband's body would also be made payable to my deceased husband. Once I was informed of this information, I asked that they move the claim to my policy since I'm the one who paid for the transportation of my husband's body. However, I was told that cannot be done. Basically, my coverage is of no use and I believe the coverage is a scam! My husband has not incurred a** expenses because sadly, he's not here. I am now without my husband and the money that should be payable to me. I received a check, but I cannot cash it because my husband and I have did not have a joint bank account. So monies I paid out are sitting there at a time when I should have full access to the funds. I am asking for someone to intervene. In essence, I'm told reimbursement was issued, but it wasn't issued to me, the person who actually incurred all of the expenses.
Business Response
Date: 06/12/2025
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as the
administrator of the travel protection plan that was selected.
We are in receipt of your letter dated June 03, 2025, requesting that
we respond to the complaint filed by Mrs. ******.
On November 06, 2024, travel insurance policy **********-538
was purchased to insure ******** ****** and policy **********-
539 was purchased to insure ****** ****** for Trips with
scheduled travel dates of March 02, 2025, through March 09, 2025.
On March 24, 2025, Mrs. ****** filed Trip Interruption claim
********-01 under policy **********-539 through our eClaims
Portal. Mrs. ****** indicated that the Trip was interrupted because
Mr. ****** passed away during the cruise.
We offer our sincerest condolences to Mrs. ****** for her loss. We
also sincerely apologize to Mrs. ****** for any confusion or
difficulties she experienced during the claims process.
In the Travel Insurance Policy under the heading “TRIP
INTERRUPTION BENEFIT” the policy states:
“If your arrival on your Trip is delayed beyond your Scheduled
Departure Date, or if you are unable to continue the Trip due to one
of the unforeseeable Covered Events listed below that occur during
your Trip dates to you or your Traveling Companion, we will
reimburse you for the unused, non-refundable land or water
arrangements prepaid to the Travel Supplier prior to departing on
your Trip, less any refunds paid or payable, plus one of the following:
a. Additional transportation expenses incurred to reach your
scheduled destination if your departure is delayed and you leave
after the Scheduled Departure Date and time; or
b. Additional transportation expenses incurred for you to reach the
final return destination of your Trip; or
c. Additional transportation expenses incurred to rejoin the Trip in
progress from the point where you interrupted your Trip.
We will also provide reimbursement for unused air arrangements,
less any refunds paid or payable, provided that these are not flights
scheduled to travel to your Trip destination or flights scheduled to
your origin of departure on your Trip, and provided that these are not
flights within 24 hours of your Scheduled Departure Date or
Scheduled Return Date.”
Under the subheading “Covered Events” Covered Event # 1 states
coverage is provided for:
“1. The Sickness, Injury or death of you, your Family Member, your
Service Animal or your Traveling Companion. The Sickness or Injury
must first commence while your Trip Interruption coverage is in effect
under the Policy, must require the in-person treatment by a
Physician, and must be so disabling in the written opinion of a
Physician as to prevent you from taking your Trip (either because
your condition prevents your travel, or because your Family Member,
Traveling Companion or your Service Animal requires your care).”
On April 15, 2025, Trip Interruption claim ********-01 was opened
under Mr. ******’s policy, **********-538. At that time, the claims
were finalized and Trip Interruption benefits of $****** were issued
to Mrs. ****** under ********-01, and benefits of $****** were
issued To The Estate of ******** ****** under ********-01.
The Trip Interruption benefits totaling $******** represent payment
of the unused arrangements with *** Cruises. According to the
information provided to us, a total of $******** was paid for the 7-
night cruise, not including the nonrefundable insurance premiums of
$****** ($***** each). As 5 nights were missed, $******** is the
total amount payable under the Trip Interruption coverage for the
unused cruise arrangements.
Under the heading “Payment of Claims” the policy states:
“Benefits under this Policy are payable not more than 60 days after
receipt of proper Proof of Loss. Benefits for loss of life will be paid to
your estate, or if no estate, to your beneficiary within 60 days
following receipt of written due Proof of Loss. All other benefits are
paid directly to you, unless otherwise directed. In the event you
assign your benefits under this Policy to another party, any and all
claim benefits will be distributed accordingly. Any accrued benefits
unpaid at your death will be paid to your estate, or if no estate, to
your beneficiary. If you have assigned your benefits, we will honor
the assignment if it has been filed with us. We are not responsible for
the validity of any Assignment."
Please be advised, we do not have any beneficiary information on
file for Mr. ****** and no record that Mr. ****** contacted us to list
a beneficiary on his policy.
After the Trip Interruption payment was issued To The Estate of
******** ******, we received a telephone call from Mrs. ******, on
April 16, 2025, requesting that the payment be made to her instead.
During this telephone call Mrs. ****** was advised that we were
obligated to issue claim benefits to each named policy holder, but in
this case, we could Stop the initial payment and reissue just to
“******** ******” if that would be beneficial.
On April 17, 2025, the initial payment To The Estate of ********
****** was Stopped, and on April 21, 2025, the payment was
reissued to ******** ******.
Additionally, on April 08, 2025, Emergency Assistance and
Transportation claim ********-01 was opened under Mr. ******’s
policy, **********-538.
Under the heading “EMERGENCY ASSISTANCE AND
TRANSPORTATION” the policy states:
“We will pay this benefit, up to the amount on the Schedule, for the
following Covered Expenses incurred by you, subject to the
following:
1. Covered Expenses will only be payable at the Usual and
Customary level of payment; and
2. Benefits will be payable only for covered expenses listed below
resulting from a Sickness that first manifests itself or an Injury that
occurs while on a Trip; and
3. Benefits payable as a result of incurred covered expenses will
only be paid after benefits have been paid under any Other Valid and
Collectible Health Insurance in effect for you. We will pay that portion
of covered expenses, which exceeds the amount of benefits payable
for such expenses under your Other Valid and Collectible Health
Insurance.”
Under the heading “Covered Expenses” Covered Expense # 6
states:
“6. Repatriation expenses for preparation and air transportation of
your remains to your place of residence or a funeral home in the
United States of America, or up to an equivalent amount for a local
burial in the country where death occurred, if you die while outside
the United States of America.”
On May 22, 2025, a payment in the amount of $******** was issued
to ******** ****** and represented payment of $******** for
expenses incurred with Thomas A. Glunn funeral home services,
and $******** for expenses incurred with ***** Funeral Home.
Please note, the total expenses incurred with ***** Funeral Home
were $********, which included a charge of $****** for 10 death
certificates and postage, which the policy does not provide benefits
for, however, as a courtesy, we offered payment for 3 death
certificates for a total of $*****.
As we indicated previously, we are obligated to issue claim benefits
to the named policy holder. If Mrs. ****** wishes, the checks issued
to ******** ****** can be Stopped or Voided, and we can reissue
them To The Estate of ******** ******. Additionally, if the checks
expire before they are able to be deposited or cashed, they can be
reissued. Unfortunately, we are unable to issue claim benefits due to
******** ****** to any other person or entity.
If Mrs. ****** has any additional questions, the claims
representative can be reached via telephone at ***** ******** ****
****, or via email at ********************************** with the
claim number in the subject line of the email.Customer Answer
Date: 06/25/2025
****** ******
* *********** *****
******** ** *****
***** ********
June 23, 2025
Attn: ****** **** *******
BBB Serving The Pacific Southwest
4747 Viewridge Ave #200
San Diego, CA 92123
RE: Complaint ID # ********
Please allow this letter to serve as a response to Generali Global Assistance’s letter dated
June 12, 2025 regarding the above-referenced claim for repatriation expenses incurred
following the unexpected passing of my husband, ******** ******, on March 4, 2025 while
we were on an *** cruise.
Please be advised that I paid for the *** Cruise and for both policies with Generali Global
Assistance since the trip was a birthday present for my husband. When we set out on
vacation, we fully expected that both of us would return from vacation and at most, if we
did need to use the policies, it would be to receive coverage for missing the cruise ship
from a port or a cancellation due to another occurrence. I never would have imagined that
my husband would have died on that trip.
I spoke with representatives from Generali Global Assistance and not one of them
mentioned that my deceased husband was the only one that could receive reimbursement
for expenses paid until after checks were either issued or ready to be issued. Based on
Generali Global Assistance’s position, I have paid for two insurance policies that I cannot
receive the benefit of, and it is unfair and heartless.
As stated in Generali Global Assistance’s letter, one of the purposes of this insurance
policy is for Generali Global Assistance to provide reimbursement for repatriation
expenses. However, just by the nature of the policy, reimbursement for repatriation
expenses could never be paid directly to the policy holder since the policy holder would be
deceased. If the policy does not provide reimbursement to the person who actually
incurred the expense, what good is the policy?! Generali Global Assistance seeks to violate
both the letter, and the spirit of the coverage provided.
These expenses were paid directly by me as the surviving spouse and next of kin, as
immediate arrangements were required to bring my husband home with dignity and
respect. As his wife, I am the individual legally responsible for my husband’s final
arrangements, I respectfully request that the reimbursement check for these covered
expenses be made payable to me, ****** ****** and not my deceased husband,
******** ******.
In this challenging time, a compassionate resolution would be deeply appreciated. It is my
sincere hope that Generali Global Assistance reconsiders their position in this matter.
Thank you for your time and consideration. If you need any additional documentation or
clarification, please feel free to contact me.
Sincerely,
****** ******,
Widow of ******** ******Business Response
Date: 07/02/2025
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as the
administrator of the travel protection plan that was selected.
We are in receipt of your letter dated June 25, 2025, requesting that
we respond to the follow-up complaint filed by Mrs. ******.
Again, we offer our sincerest condolences to Mrs. ****** for her
loss. We also sincerely apologize to Mrs. ****** for any confusion
or difficulties she experienced during the claims process.
As we indicated previously, in the Travel Insurance Policy, under the
heading “Payment of Claims” the policy states:
“Benefits under this Policy are payable not more than 60 days after
receipt of proper Proof of Loss. Benefits for loss of life will be paid to
your estate, or if no estate, to your beneficiary within 60 days
following receipt of written due Proof of Loss. All other benefits are
paid directly to you, unless otherwise directed. In the event you
assign your benefits under this Policy to another party, any and all
claim benefits will be distributed accordingly. Any accrued benefits
unpaid at your death will be paid to your estate, or if no estate, to
your beneficiary. If you have assigned your benefits, we will honor
the assignment if it has been filed with us. We are not responsible for
the validity of any Assignment."
Please be advised, we do not have any beneficiary information on
file for Mr. ****** and no record that Mr. ****** contacted us to list
a beneficiary on the policy purchased to insure his Trip,
**********-538.
On April 21, 2025, a claim benefit of $****** was issued to ********
****** via check under Trip Interruption claim ********-01 under
policy **********-538 which represented payment of his portion of
the unused arrangements with *** Cruises.
On May 22, 2025, a payment in the amount of $******** was issued
to ******** ****** via check under Emergency Assistance and
Transportation claim ********-01 under policy **********-538
which represented payment of the repatriation expenses incurred to
return Mr. ******’s remains to the United States of America.
We are obligated to issue claim benefits to the named policy holder.
If Mrs. ****** wishes, the checks issued to ******** ****** can be
Stopped or Voided, and we can reissue them To The Estate of
******** ******. Additionally, if the checks expire before they are
able to be deposited or cashed, they can be reissued. Unfortunately,
we are unable to issue claim benefits due to ******** ****** to any
other person or entity.
If Mrs. ****** has any additional questions, the claims
representative can be reached via telephone at ***** ******** ****
****, or via email at ********************************** with the
claim number in the subject line of the email.Customer Answer
Date: 07/07/2025
I do NOT accept the response made by the business and I have uploaded a response to their follow up response to my complaint.Initial Complaint
Date:05/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Generali Global Assistance: Unethical Practices and Inadequate Support During Crisis
During a critical time when my father required emergency surgery abroad, I submitted a medical claim with Generali Global Assistance. Rather than receiving help, I was subjected to three separate fraud accusations, two of which I refuted with certified documentation. Generali never retracted those claims, nor did they provide any substantiating evidence.
They:
• Withheld my full claim file, citing “proprietary work product”
• Referenced third-party sources that were never disclosed or verified
• Allegedly cited Iberia Airlines as confirming fraud—a statement I formally challenged
• Refused to resolve the matter, even after all reasonable documentation was submitted
Their behavior caused serious emotional distress, reputational harm, and financial hardship. I have escalated the matter to the Georgia Insurance Commissioner and am pursuing further action through regulatory and legal channels.
Generali promotes empathy in their marketing—but when it matters most, they fail their customers. I strongly advise others to avoid this company for travel insurance.Business Response
Date: 05/30/2025
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as theadministrator of the travel protection plan that was selected.
We are in receipt of your letter dated May 16, 2025, requesting that
we respond to the complaint filed by Mr. Juan Carlos **************.
On March 20, 2025, Mr. ******** purchased a travel insurancepolicy for a Trip with scheduled travel dates of April 2, 2025, throughApril 10, 2025.
On April 17, 2025, a Trip Interruption claim (***********), Medical
claim (********-02) and Travel Delay claim (********-03) wereopened due to Mr. ******** Sr.’s medical condition.
In the Travel Insurance Policy under the headings “TRIPINTERRUPTION,” “MEDICAL AND DENTAL,” and “TRAVEL
DELAY,” the policy states: “TRIP INTERRUPTION
Coverage
We will reimburse you, up to the amount shown in the Schedule, for
Trip Interruption Covered Expenses if, due to one of the UnforeseenCovered Events listed below:
a. your departure on your Trip is delayed beyond your ScheduledDeparture Date, or
b. you are unable to continue your Trip.
The Covered Event must occur while your coverage is in effect
under this Policy.
Trip Interruption Covered Expenses
1. forfeited, prepaid, non-refundable, and non-refunded publishedPayments that you paid for your unused land or water arrangements;
2. forfeited, prepaid, non-refundable, non-refunded and unused air
arrangements, provided that the arrangements are not intended astransportation to your initial destination or Return Destination andprovided that these are not flights within 24 hours of your ScheduledDeparture Date or Scheduled Return Date;
3. additional transportation expenses incurred by you, for travel bythe most direct route to:
a. your scheduled Destination if your departure is delayed and youleave after the Scheduled Departure Date and time;
b. rejoin your Trip in progress from the point where you interruptedyour Trip;
c. the Return Destination of your Trip.
Benefits payable for additional transportation expenses will not
exceed the cost of airfare (the same class airfare on which you wereoriginally booked) less any refunds paid or payable.
Covered Events
Medical
1. Sickness or Injury of you, your Traveling Companion, or your
Family Member provided the following conditions are met:
a. the Sickness or Injury of you or your Traveling Companion, must
commence while your coverage is in effect under this Policy,
requires the in-person treatment by a Physician at the time of theinterruption and must be so disabling in the written opinion of aPhysician so as to delay you from departing on or prevent you fromcontinuing on your Trip...
MEDICAL AND DENTAL
Coverage
We will reimburse you, up to the amount on the Schedule, for thefollowing covered expenses incurred by you, subject to the following:
1. Covered expenses will only be payable at the usual andcustomary level of payment;
2. Benefits will be payable only for covered expenses resulting froma Sickness that first manifests itself or an Injury that occurs while ona Trip and the initial documented treatment is given by a Physicianor Dentist during this Trip; and
3. Benefits payable as a result of incurred covered expenses will
only be paid after benefits have been paid under any Other Valid andCollectible Health Insurance in effect for you. This coverage is inexcess of any other health insurance you have available to you at
the time of the loss. You must submit your claim to that provider first.
Any benefits you receive from your primary or supplementaryinsurance providers will be deducted from your claim with us.
Medical Covered Expenses
We will pay this benefit for these medically necessary expenses:
1. services of a Physician or registered nurse (R.N.) and relatedtests or treatment ordered by a Physician;
2. Hospital charges;
3. prescription medication to treat the Injury or Sickness;
4. local ambulance services.
The expenses must be incurred while on your Trip...
Your duties in the event of a Loss:
In the event of a loss, you must:
1. provide us with all bills and reports for the medical or dental
expenses claimed;
2. provide us with any information related to the claim. This includes,
but is not limited to, an explanation of benefits from any other Validand Collectible Health insurance or dental insurance; and
3. sign a patient authorization form to release any informationrequired by us, to adjust your claim...
TRAVEL DELAY
Coverage
We will reimburse you, up to the amount shown in the Schedule, for
reasonable additional expenses incurred by you for
Accommodations, meals, telephone calls, local transportation,
vehicle parking charges, and pet kennel fees if you are delayed onyour Trip for 12 consecutive hours or more. We will not pay benefitsfor expenses incurred after travel becomes possible. The delay must
be due to one of the Unforeseen events listed below, which preventsyou from reaching your intended Destination:
5. Sickness or Injury of you or your Traveling Companion;”
The claims were assigned to a claims representative on April 20,
2025, and initially reviewed for coverage on April 22, 2025. On that
date, an email was sent to Mr. ******** ****** requestingadditional information regarding the amounts claimed.
On April 24, 2025, an email was sent to Mr. ******** ******advising that Trip Interruption benefits in the amount of $****** werepayable for claim *********** claim as the requirements of thepolicy had been met. This benefit amount represents the forfeited,
prepaid, non-refundable, and non-refunded published Payments that
were paid for the unused land arrangements.
Our records indicate that a digital payment in the amount of $******was successfully transferred to Mr. ******** ******’s account onApril 28, 2025.
On May 5, 2025, after additional correspondence was received fromMr. ******** ******, it was determined that additional TripInterruption benefits in the amount of $995.30 were payable for claim***********. This benefit amount represents the forfeited, prepaid,
non-refundable, non-refunded and unused air arrangements that
were not to the initial destination or Return Destination. Additionally,
it was determined that Travel Delay benefits in the amount of
$******** were payable for claim ********-03. This benefit amount
represents the Travel Delay policy maximum benefit payable per
person.
Our records indicate that a digital payment in the amount of
$******** was transferred to Mr. ******** ******’s account on May6, 2025, and a payment of $995.30 was transferred to Mr. **************’s account on May 7, 2025.
On May 6, 2025, after receiving the medical bill for Mr. ********Sr.’s treatment while on the Trip, it was determined that statementsmade during the first notice of loss, throughout the claim process,
and the claims documents generated inconsistencies. Thoseinconsistencies created an additional internal review with our Special
Investigations Unit (SIU).
In the Travel Insurance Policy under the heading “GENERALPROVISIONS” and subheading “CONCEALMENT OR FRAUD” thepolicy states:
“We do not provide coverage if you have intentionally concealed or
misrepresented any material fact or circumstance relating to thisPolicy.”
As part of the SIU investigation, the hospital was contacted torequest validation of the medical documents that were provided insupport of the claim. The hospital confirmed the invoice amount wasincorrect, noting that the actual amount for invoice # ********** is185 *****, not ****** ***** that was presented to us.
Based on the SIU investigation findings, the information receivedfrom the medical facility is inconsistent with the amount claimed byMr. ******** ******. Therefore, no further benefits will be paid for
any claim made under policy 25079GY4Z3 at this time. If Mr.
******** ****** is able to provide us with additional evidence, suchas the patient’s complete and unaltered medical bills, or a copy of
the patient’s identification and medical records, we will gladly reviewfor further consideration.
At this time, the easiest way for Mr. ******** ****** to submit
additional documentation to us is by PDF attachment to
******************************************************* with theclaim number (***********) in the subject line of the email.
Sincerely,Customer Answer
Date: 06/01/2025
I am submitting this rebuttal to correct the public record. Generali’s prior response was misleading, misdirected to a non-disputed claim, and omitted material facts regarding their false fraud accusations and failure to pay a valid medical claim.
I reserve all legal rights and will be incorporating this BBB record in my forthcoming legal filings and regulatory complaints.
I am submitting this rebuttal in response to the May 30, 2025 letter filed by Generali Global
Assistance (“Generali”) regarding the above-referenced matter.
Generali’s response is materially misleading, omits critical facts, and evidences a continuing
pattern of bad faith claim handling, defamation, suppression, and procedural misconduct. I
write to preserve the accuracy of the record for forthcoming legal action.
First, Generali’s response strategically misdirects this forum by addressing Claim No.
********-01 (Trip Interruption) — which has already been paid — rather than the true
subject of this dispute: Claim No. ********-02 (Medical). This deliberate obfuscation
constitutes an act of procedural bad faith and confusion.
Second, Generali’s Special Investigations Unit (“SIU”) has issued multiple written fraud
accusations against me, specifically alleging that:
(a) the hospital invoice submitted was “forged”; and
(b) the airline tickets were “fake” — allegedly “confirmed” by the airline.
These claims are demonstrably false. In fact:
- I possess original, certified hospital medical records that fully support the medical claim.
- I possess multiple written statements from Iberia Airlines affirming both the validity of the
airline tickets and that the airline had no communication whatsoever with Generali
regarding this claim.
Thus, Generali’s written fraud accusations are not only false, but constitute clear written
defamation made with actual malice.
Third, I also possess direct witness statements corroborating the medical emergency, the
hospital treatment, and the related trip interruption events. Generali has disregarded this
evidence entirely.
Fourth, on May 16, 2025, I issued a formal pre-litigation demand to Generali, detailing its
bad faith handling, breach of contract, and defamation. Since that date:
- Generali has refused to directly engage with me.
- Generali implemented digital suppression by blocking my email server access to prevent
further lawful communication — an overt act of procedural bad faith.
Fifth, Generali is now employing delay and confusion tactics, including:
- Responding in this public forum only to a non-disputed, paid claim (Claim 01).
- Omitting any mention of the actual disputed claim (Claim 02).
- Mischaracterizing the state of evidence.
- Improperly attempting to shift the investigatory burden back to me after already making
defamatory public accusations.
Sixth — critically important — Generali has not paid the hospital invoice — neither directly,
nor indirectly, nor through any agent or third party. Despite knowing that a medically
necessary hospitalization and surgery took place (facts they do not and cannot deny),
Generali has chosen to pay nothing toward the hospital debt — while simultaneously
maintaining false fraud accusations against me regarding that invoice.
This refusal to pay even an undisputed portion of the hospital bill while pursuing
defamatory fraud accusations constitutes aggravated bad faith, malicious defamation, and
failure to mitigate damages. This will be fully addressed in forthcoming litigation.
Summary:
Generali’s BBB response is not only false and misleading — it is fresh, public evidence of an
ongoing pattern of:
- Bad faith denial
- Written defamation
- Procedural suppression and digital obstruction
- Delay and confusion tactics
- Failure to mitigate damages
- Aggravated malice
All legal rights are expressly reserved. This BBB record will be formally preserved and
included in forthcoming litigation filings, regulatory complaints, and punitive damages
claims.
Respectfully,
**** ****** ********Business Response
Date: 06/18/2025
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as theadministrator of the travel protection plan that was selected.
We are in receipt of your letter dated June 1, 2025, requesting that
we respond to the follow-up complaint filed by Mr. **** ************** ******.
In the Travel Insurance Policy under the heading "MEDICAL ANDDENTAL," the policy states:
"Coverage
We will reimburse you, up to the amount on the Schedule, for thefollowing covered expenses incurred by you, subject to the following:
1. Covered expenses will only be payable at the usual andcustomary level of payment;
2. Benefits will be payable only for covered expenses resulting froma Sickness that first manifests itself or an Injury that occurs while ona Trip and the initial documented treatment is given by a Physicianor Dentist during this Trip; and
3. Benefits payable as a result of incurred covered expenses will
only be paid after benefits have been paid under any Other Valid andCollectible Health Insurance in effect for you. This coverage is inexcess of any other health insurance you have available to you at
the time of the loss. You must submit your claim to that provider first.
Any benefits you receive from your primary or supplementaryinsurance providers will be deducted from your claim with us.
Medical Covered Expenses
We will pay this benefit for these medically necessary expenses:
1. services of a Physician or registered nurse (R.N.) and relatedtests or treatment ordered by a Physician;
2. ******** charges;
3. prescription medication to treat the Injury or Sickness;
4. local ambulance services.
The expenses must be incurred while on your Trip...
Your duties in the event of a Loss:
In the event of a loss, you must:
1. provide us with all bills and reports for the medical or dental
expenses claimed;
2. provide us with any information related to the claim. This includes,
but is not limited to, an explanation of benefits from any other Validand Collectible Health insurance or dental insurance; and
3. sign a patient authorization form to release any informationrequired by us, to adjust your claim..."
Please be advised, on June 1, 2025, we received correspondence
from Mr. ******** ****** advising that he revoked all medical
authorization, which prohibited us from pursuing the Medical claim(********-02).
On June 10, 2025, we received an email from Mr. ******** ******with a new medical invoice showing ****** *** for his father's********ization.
On June 16, 2025, a letter was sent to Mr. ******** ****** advisingwe will reopen the Medical claim (********-02).
Also on June 16, 2025, we received correspondence from Mr.
******** ****** providing us limited and conditional authorization tocontact ******** ******* *** ****** solely for the purpose of
verifying the authenticity of the invoice totaling ****** ***.
At this time, we are in the process of contacting the ******** and will
provide Mr. ******** ****** with an update as soon as one isavailable.Customer Answer
Date: 06/19/2025
The response is rejected due ambiguity and not addressing core issues at hand.
I categorically reject Generali's June 18, 2025 response. It is procedurally misleading, selectively incomplete,
and structurally indefensible. If Generali had applied even a fraction of this effort toward resolving my actual
claim--instead of defending its public image--we would have made substantial progress toward resolution by
now.
1. Attempt to Confuse the Record -- Claim Number Mixing
Generali continues to conflate multiple claims in what appears to be a deliberate effort to cloud the record
and deflect accountability. To clarify:
- Claim 25047291-01,03 (Trip Interruption): Paid in full. Closed. Not in dispute.
- Claim 25047291-02 (Medical): The only claim in dispute, and the one for which Generali's SIU issued
written fraud allegations.
Generali has repeatedly referenced Claim 01 when asked to address misconduct specific to Claim 02. This is
a transparent attempt to mislead external reviewers and obscure the severity of their actions.
2. Procedural Denial Now Proven False
Generali's own letter, dated June 17, 2025, confirms that my father's passport and ID were received and
securely stored as of April 22, 2025. Internal Travel Assistance emails confirm the same. Yet for weeks,
Generali cited "missing identification" as a basis to delay and deny processing of Claim 02.
This contradiction exposes clear-cut procedural bad faith under O.C.G.A. § 33-4-6. The company possessed
the required documentation all along but chose not to act on it.
3. HIPAA Violations -- Reckless Mishandling of PHI
Generali's continued demands for ID and medical documentation--despite having those records since
April--constitute reckless mismanagement of protected health information (PHI) and violations of federal
privacy law.
While a valid HIPAA release was on file from April 11 through May 14, Generali:
- Failed to use that window to verify documentation with the hospital;
- Then falsely claimed that authorization was missing;
- And later used its revocation as a post-hoc justification to deflect responsibility.
These actions violate:
- 45 C.F.R. § 164.502 - impermissible use of PHI
- 45 C.F.R. § 164.514(d) - Minimum Necessary Standard
- 45 C.F.R. § 164.530(j) - failure to mitigate harm
4. Fraud Allegations Remain Live and Uncorrected
Generali has never withdrawn its written allegation that I submitted a forged invoice. They have:
- Referenced a supposed *** 185 invoice (invoice #**********) they refuse to produce;
- Ignored the original *** ****** invoice issued for non-** patients;
- Dismissed my signed hospital records, physician discharge documents, and a written rebuttal from Iberia
Airlines.
That accusation remains in effect, despite being thoroughly and repeatedly disproven. This constitutes written
defamation under O.C.G.A. § 51-5-1 et seq.
5. Reopening the Claim Was Forced -- Not Voluntary
Generali's June 18 response frames the reopening of Claim 02 as proactive. In fact, the company only
reopened the claim:
- After I filed formal complaints with the ******* Department of Insurance and Airbnb Legal;
- After I issued multiple legal notices and evidence preservation demands;
- After I escalated the matter directly to executive leadership at Generali Italy and the U.S. branch.
That outreach has been met with total silence. No response. No apology. No attempt to resolve or retract.
Meanwhile, Generali has blocked my email access and restricted my communication channels after I
submitted legal rebuttals--further evidence of digital suppression.
6. The Harm Is Done
Whether or not Generali now contacts the hospital is irrelevant to the damage already inflicted.
I reserve all rights and remedies under ******* and federal law. This matter is far from resolved--and growing
in exposure.Business Response
Date: 07/01/2025
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as theadministrator of the travel protection plan that was selected.
We are in receipt of your letter dated June 23, 2025, requesting that
we respond to the follow-up complaint filed by Mr. **** ************** ******.
In the Travel Insurance Policy under the heading "MEDICAL ANDDENTAL," the policy states:
"Coverage
We will reimburse you, up to the amount on the Schedule, for thefollowing covered expenses incurred by you, subject to the following:
1. Covered expenses will only be payable at the usual andcustomary level of payment;
2. Benefits will be payable only for covered expenses resulting froma Sickness that first manifests itself or an Injury that occurs while ona Trip and the initial documented treatment is given by a Physicianor Dentist during this Trip; and
3. Benefits payable as a result of incurred covered expenses will
only be paid after benefits have been paid under any Other Valid andCollectible Health Insurance in effect for you. This coverage is inexcess of any other health insurance you have available to you at
the time of the loss. You must submit your claim to that provider first.
Any benefits you receive from your primary or supplementaryinsurance providers will be deducted from your claim with us.
Medical Covered Expenses
We will pay this benefit for these medically necessary expenses:
1. services of a Physician or registered nurse (R.N.) and relatedtests or treatment ordered by a Physician;
2. Hospital charges;
3. prescription medication to treat the Injury or Sickness;
4. local ambulance services.
The expenses must be incurred while on your Trip...
Your duties in the event of a Loss:
In the event of a loss, you must:
1. provide us with all bills and reports for the medical or dental
expenses claimed;
2. provide us with any information related to the claim. This includes,
but is not limited to, an explanation of benefits from any other Validand Collectible Health insurance or dental insurance; and
3. sign a patient authorization form to release any informationrequired by us, to adjust your claim..."
As indicated in our previous response, on June 16, 2025, Mr.
******** ****** provided us limited and conditional authorization tocontact Hospital Clínico *** ****** solely for the purpose of
verifying the authenticity of the invoice totaling 18,122 ***.
On June 24, 2025, after receiving confirmation from the hospital that
the invoice for 18, 122 *** is authentic, a payment was issueddirectly to the hospital via wire transfer. At this time, a letter was sent
to Mr. ******** ****** advising him that Generali Global Assistance& Insurance Services has wired full payment directly to Hospital
******* ***** *** ******, for invoice number **********, datedJune 2, 2025, in the amount of ********* ***
If Mr. ******** ****** has any questions regarding his claims, hemay contact us at
******************************************************* with theclaim number in the subject line of the email.Customer Answer
Date: 07/01/2025
I reject Generali’s July 1, 2025 response. Their statement gives the misleading impression that this matter is resolved. It is not.
While Generali claims payment was issued on June 24, 2025, they have failed to provide any proof of payment, despite multiple requests. I responded in writing the very next day—June 25—explicitly requesting confirmation and noting that serious issues remained unresolved.
Their BBB response omits:
That I requested executive-level escalation on June 12 due to repeated false fraud accusations;
That I demanded proof of payment on June 15 and June 25;
That no retraction or correction has been made for three debunked fraud claims;
That the case remains open with regulators, including ******* OCI (Complaint No. ******) and HHS OCR (Complaint No. ******).
Generali’s selective engagement with the BBB, while ignoring direct written rebuttals, reflects bad faith and reputational management—not true resolution.
Please do not consider this complaint resolved. I am attaching Exhibit A, my June 25 letter to Generali, which outlines these concerns in detail and remains unanswered.
Sincerely,
**** ****** ******** ******Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Generali failed ot look into a claim that was sent to them by Airbnb for damages of for 15k. Anthony, the adjuster, completely failed to do much of anything and walked away, even though Airbnb stated this was a valid claim to be PAID OUT.Business Response
Date: 01/09/2025
Dear ****** **** *******,
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # *****, as the
administrator of claims under Commercial Generali Liability policy
no. GLAB0001 issued by Generali U.S. Branch to Airbnb, Inc.,
Airbnb RPG, Inc. an Airbnb.org (the “Policy”).
We are in receipt of your letter dated January 02, 2024, requesting
that we respond to the complaint filed by Mr. *******.
A claim was filed by the complainant alleging that a guest staying at
a neighboring Airbnb rental property from July 14, 2024, through July
16, 2024, caused damage to their townhouse. The complainant
alleges an Airbnb guest threw a brick through their door.
Under the heading “HOST LIABLITY INSURANCE
ENDORSEMENT” and subheading “Insuring Agreement” the
policy states:
“We will pay those sums that the insured becomes legally obligated
to pay as damages because of “bodily injury” or “property damage”
that arises out of the rental through the “Airbnb platform” of an
“accommodation” and that occurs during the “rental period,” to which
this insurance applies.”
On October 09, 2024, the assigned adjuster concluded the
investigation and determined a settlement offer would not be
extended for damages claimed by Mr. ******* as there was not
sufficient evidence to confirm the alleged damages caused to the
neighboring townhome were caused by the Airbnb Host’s guest.
If Mr. ******* has any additional questions about the status of this
claim, the claims adjuster, ****** ********, can be reached via
telephone call at ************.
Sincerely,
***** ********
Generali Claims Department
CC: Generali U.S. BranchCustomer Answer
Date: 01/09/2025
****** did no investigation nor does he answer his phone or emails. Airbnb conducted their own internal investigation and found the guests responsible and removed them from Airbnb. They then sent it to Generali for compensation.
******’s laziness and lack of action is consistent with Generalis online reputation. ****** merely told me that he was unable to speak to anyone at Airbnb that could provide him with any information. We begged him to please keep trying as it is all on record with Airbnb, and we even gave him the point of contact.
He won’t even respond to our emails or answer our phone calls - nor did he from the start, so it’s unsurprising that he did no investigation whatsoever.Airbnb has confirmed with us countless times including just last week that yes they have the reservation number and name of the guests responsible as they located them based upon our video evidence and police report, matching them to their IDs on file for the guest staying at the time that looked exactly like the video evidence staying in one of the 3 units. ****** won’t answer our calls or emails or attempt to speak to Airbnb. Airbnb sending this to Generali in the first place illustrates they already concluded that the neighbors guests are responsible!
The first time ****** contacted me, in August, he even thought that we were the hosts, and copied the actual slumlord host neighbors! They no doubt got a great laugh out of it.
We will continue pursuing this as there is above and beyond the evidence required to settle this claim.
Business Response
Date: 01/17/2025
Dear ****** **** *******,
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # *****, as the
administrator of claims under Commercial Generali Liability policy
no. GLAB0001 issued by Generali U.S. Branch to Airbnb, Inc.,
Airbnb RPG, Inc. an Airbnb.org (the “Policy”).
We are in receipt of your letter dated January 10, 2025, requesting
that we respond to the follow-up complaint filed by Mr. *******.
On August 09, 2024, ****** ******* reported alleged damages to
their property indicating it was damaged by guests who were renting
an Airbnb next door to their property. The claim was filed under
Airbnb Reservation Number HMJNSCHMMH which had rental start
and end dates of July 17, 2024, through July 22, 2024. The alleged
loss date was July 14, 2024.
****** ******* was mistakenly understood to be the Airbnb Host,
and the claim was initially denied indicating that it was filed by the
Hosts claiming for damage caused to their property. The letter
indicated the Host Liability Insurance program does not provide
coverage for damage caused to a Host’s property, and advised there
may be coverage available through the Airbnb Host Damage
Protection Program.
The letter sent August 09, 2024, indicated that the coverage offered
under the Host Liability Insurance program only applies to “damages
caused to others.”
Under the heading “HOST LIABLITY INSURANCE
ENDORSEMENT” and subheading “Insuring Agreement” the
policy states:
“We will pay those sums that the insured becomes legally obligated
to pay as damages because of “bodily injury” or “property damage”
that arises out of the rental through the “Airbnb platform” of an
“accommodation” and that occurs during the “rental period,” to which
this insurance applies.”
After the initial denial of the claim, the adjuster received a telephone
call from Mr. ******* who clarified that he was not the Host, but the
neighbor of the Airbnb rental.
After the telephone call, the adjuster continued to investigate the
claim until August 30, 2024, when a letter was sent to Mr. *******
advising that the claim was denied. The letter indicated the date of
loss reported was July 14, 2024, and the claim was filed under a
reservation which had a rental start date of July 17, 2024.
On September 11, 2024, a different claim was filed by ********
*******, also a neighbor to the Airbnb Host, alleging that their
property was damaged by guests from an Airbnb reservation. This
second claim was filed under Airbnb Reservation Number
HMJARBFTXY which had rental start and end dates of July 14,
2024, through July 16, 2024. The alleged loss date was July 14,
2024.
This claim was under investigation until October 09, 2024, when the
adjuster determined a settlement offer would not be extended for
damages claimed by ******** ******* as there was not sufficient
evidence to confirm the alleged damages caused to their property
were caused by the Airbnb Host’s guest. Additionally, there was no
evidence provided to us confirming that the direct cause of the loss
was imputed to the Host.
Mr. ******* should provide us with any additional documentation
regarding this occurrence, including any correspondence with
Airbnb, or other evidence available to him.
At this time, the easiest way for Mr. ******* to submit any additional
claim documents to us is as PDF attachments to
[email protected] and
******.********@us.generaliglobalassistance.com with the claim
number (***********) in the subject line of the email.
If Mr. ******* has any additional questions about the status of this
claim, the claims adjuster, ****** ********, can be reached via
telephone call at ************.
Sincerely,
***** ********
Generali Claims Department
CC: Generali U.S. BranchCustomer Answer
Date: 01/20/2025
Generali provided absolutely no support for my claim, even though Airbnb sent the claim as they had conducted an internal investigation prior to sending, hence there was merit and evidence to said claim. Once Generali received it, it was clear they were going to do anything they could to close the file. Not only did they have all information incorrect, but they failed reach out to Airbnb to obtain the actual information. The claims specialist contradicted himself no fewer than 3 times when making excuses on why he would not pursue the case. Again, Airbnb had already conducted an investigation and sent to their insurance company for formalities to pay the claim as a liability claim. I have worked with numerous insurance companies, including Crawford who is another 3rd party/official insurance provider to Airbnb, have had no issues in 14 years on Airbnb. Generali failed miserably and should be sued.Initial Complaint
Date:11/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a travel cancellation plan from VRBO for a trip to Treasure Cay Oct 24-Oct 30 2024. Policy Claim Number: 24151943-01
Policy Number: 24247Z1370
We were directly impacted with a Hurricane Surge from Helene and then a Cat 3 direct hit from Milton 2 weeks later. The eye went directly over our home and created damage that is still being repaired as of this filing. Home was not knocked down but flood waters and damage had to be cleared and secure home during this period. This lead to canceling our trip that we have booked 2 months prior. We were denied a claim for cancellation saying home was not uninhabitable. This stance is ridiculous and not sure how we are to go on vacation and leave our home un secured. I am looking for the reimbursement of the trip that was insured of approx$2800. Plus insurance of $300Business Response
Date: 11/15/2024
Please find the attached response letter.Business Response
Date: 11/25/2024
Please find the attached response letter.Customer Answer
Date: 12/04/2024
I could not see how to respond to final letter you sent. The company changed its position and sent a check as should have happened in beginning. I thank you for your efforts in getting this resolved!
Best regards
****
Initial Complaint
Date:05/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am absolutely appalled by Generali Global Assistance, and having read through some of the reviews on this site I realize that I am not alone in feeling this way. The customer rating review is a reflection of the extent of customer dissatisfaction. I went to New Zealand for an 8 day hiking trip which I had to cancel prior to starting the hike as I became acutely ill. I submitted my claim, for almost $9000 (for medical expenses, hiking trip cancellation, and then having to find a place to stay until I could return to the USA), in mid January. After months of submitting and re-submitting my information I received an e-mail today that I have been paid $433.40 without any explanation at all as to how they came up with this paltry sum. The e-mails are filled with platitudes, and I see in the response to people's complaints the words " we take customer service and the claims review process very seriously" repeatedly. I see also that people are given an e-mail address to write to someone on their "dedicated team" which is laughable as either no-one will respond, or you wait for weeks to hear anything, and then receive a response that makes it clear either nobody has actually read the details of your claim or they wouldn't be asking you such asinine questions. And forget about calling them as I left multiple messages for the person who was allegedly working on my claim and never received a reply. I researched travel insurance companies before purchasing the premium plan from Generali. I don't understand why it is that they are rated so highly on other sites when it is clear that they are a sham operation. I am not even able to leave a review on their own site which is very suspicious. I am very angry and feel completely taken advantage of.Business Response
Date: 05/23/2024
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as the administrator of the travel protection plan that was selected.
We are in receipt of your email dated May 16, 2024 notifying us of
the complaint filed by ***** *******.
We sincerely apologize for the difficulties referenced in *****
********* complaint to your office.
We have issued three additional benefit payments to the insured ***** ******* totaling the amount of $******** in response to this
complaint.
We are able to provide Trip Interruption benefits for the entire cost of
the unused travel arrangements claimed in the amount of $********.
We are only able to provide Travel Delay benefits in the amount of
$******** for the cost of additional lodging accommodations, meals,
and local transportation while delayed. Please note, this is the policy maximum amount payable for Travel Delay coverage under this
insurance plan. We are unable to reimburse the entire amount
claimed under this coverage due to the policy limits for this insurance plan.
Check number ********** in the amount of $******** and check
number ********** in the amount of $******** printed on May 21,
2024 and are currently scheduled to be sent via overnight delivery to the mailing address on file for ***** ******* on May 22, 2024. We Sent a notification of these benefit payments to the email address on file for ***** ******* on May 20, 2024.
Our records indicate these payments are scheduled to be delivered Thursday, May 23, 2024, by end of day. Ms. ******* can visit
************************************************* and enter
tracking number ** *** *** ** **** **** to monitor the status.
We have also issued an additional digital benefit payment to ***** ******* in the amount of $****** for the medical expenses incurred during their covered trip. We have now issued benefit payments
totaling the amount of $****** for the medical expenses claimed by ***** *******. We sent a notification of this additional benefit
payment to the email address on file for ***** ******* on May 21,
2024. Our records indicate that the digital payment was successfully transferred to Ms. ******* on May 22, 2024.
If Ms. ******* has any questions regarding her claims, she should contact her claims adjuster at ***** ******** Ext. ****. The claims supervisor can be reached at ************ Ext. ****. Ms. *******
may also contact us by email at
********************************** with the claim number in the subject line of the email.
Sincerely,
***** ********
Generali Claims DepartmentCustomer Answer
Date: 05/23/2024
***** *******
**** * ********* *****
***** ** *****
***** ******* ***********
****** ******* **********
Dear ******
I received your e-mail, and the refund for the medical expenses incurred on my trip to **, which went directly into my bank account. I received the 2 checks in the mail today, one in the amount of $******* which is for the hiking trip I was too sick to go on, which is a trip interruption payment. And the other for $**** which you state comes under the purview of travel delay coverage. However, I am disputing the payment of $**** as this amount is inaccurate. This is also part of my trip interruption.
As I have explained in numerous e-mails over the past 4 months, I had to find a place to stay in Queenstown until my flight back to the ***. This was NOT a trip delay as I flew back to the *** on the flight I was already booked on. The ** in ********** wrote in his letter (which you have) that I was too ill to travel. Had I been able to leave ** prior to that it would have been considered trip interruption but that was not the case. So my airbnb stay in ********** was actually part of my trip interruption. Therefore I am owed an additional $******* (the cost of the airbnb minus the $**** you have already paid). Thank you.
Sincerely
*** ***** * ********Business Response
Date: 05/31/2024
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, New York, New York; NAIC # 11231, as the administrator of the travel protection plan that was selected.
We are in receipt of your email dated May 24, 2024, requesting that
respond to the follow-up complaint filed by Ms. ***** *******.
In the Description of Coverage under the headings "TRIP
INTERRUPTION BENEFIT" "TRAVEL DELAY COVERAGE," and
the policy states: "TRIP INTERRUPTION BENEFIT
If your arrival on your Trip is delayed beyond your Scheduled
Departure Date, or if you are unable to continue the Trip due to one of the unforeseeable Covered Events listed below that occur during
your Trip dates to you or your Traveling Companion, we will
reimburse you for the unused, non-refundable land or water
arrangements prepaid to the Travel Supplier prior to departing on your Trip, less any refunds paid or payable, plus one of the following:
a. Additional transportation expenses incurred to reach your
scheduled destination if your departure is delayed and you leave after the Scheduled Departure Date and time; or
b. Additional transportation expenses incurred for you to reach the final return destination of your Trip; or
c. Additional transportation expenses incurred to rejoin the Trip inprogress from the point where you interrupted your Trip.
We will also provide reimbursement for unused air arrangements,
less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled toyour origin of departure on your Trip, and provided that these are not
flights within 24 hours of your Scheduled Departure Date or
Scheduled Return Date...
TRAVEL DELAY COVERAGE
If you are delayed on your Trip for 6 hours or more, we will
reimburse you, up to the amount shown in the Schedule for
reasonable additional expenses incurred by you for lodging
Accommodations, meals, telephone calls, local transportation, an additional vehicle parking charges and additional pet kennel fees
incurred due to the delay. We will not pay benefits for expenses
incurred after travel becomes possible."
Please note, benefits under Trip Interruption are for the unused,
non-refundable land arrangements prepaid to the Travel Supplier
prior to departing on your Trip. Trip Interruption coverage does not
provide benefits for additional expenses incurred for lodging
accommodations (Travel Delay Coverage).
As indicated in our previous response, we are only able to provide Travel Delay benefits in the amount of $******** for the cost of
additional lodging accommodations, meals, and local transportation as this is the policy maximum amount payable for Travel Delay
coverage under this insurance plan.
Unfortunately, we must reaffirm our original determination that no further benefits are payable for Ms. ********* Trip Interruption and Travel Delay claims.
If Ms. ******* has any questions regarding her claims, she should contact her claims adjuster at ***** ******** Ext. ****. The claims supervisor can be reached at 800-541-3522 Ext. ****. Ms. ******* May also contact us by email at
********************************** with the claim number in the subject line of the email.
Sincerely,
***** ********
Generali Claims DepartmentInitial Complaint
Date:04/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
GEICO sold an Identity Theft Policy as an endorsement to the homeowners policy I purchased for 2023. I purchased a new homeowner policy for 2024 and did not elect nor authorize the Identity Theft policy on the new homeowners policy. Since they had my autopay information from last years policy they took it on themselves to renew on Jan 9 and withdraw the premium from my bank on Jan 11. I notified them on Jan 11th that I did not want to renew and had not elected it as part of my new policy. GEICO and Iris Powered by Generali cancelled the policy but refuses to refund my money that was withdrawn from my account without my permission. I have talked to 3 agents from Iris Powered by Generali and 3 from GEICO and they still refuse to refund my money even though they have cancelled the coverage.Business Response
Date: 05/06/2024
************************************
Better Business Bureau
************************************************************************
RE: Response to Complaint ID #: ********
Dear ******************,
Thank you for taking the time to communicate ***************************** complaint to us. Generali Global Assistance, ***** dba, Iris Powered by Generali (GGA) provides Identity Theft Protection Services (the Services) to GEICO members.
On January 15, 2024, GGA informed ******************** via email that his Identity Theft Protection Services policy was terminated and that a refund of $89 USD was issued. On January 19, 2024, GGA followed up with ******************** via email to confirm whether he received the refund and received no response. GGA will be reaching out to ******************** via physical mail to the address on file to confirm the same this week.
We are happy to assist if we can provide additional information.
Sincerely,
*************************************
Assistant General Counsel
Generali Global Assistance, ***** dba, Iris Powered by Generali
*************************************************Initial Complaint
Date:03/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My claim # for an airbnb incident on feb 29, 2024 is ***********. The claim adjuster *********************** at ************ and ****************************************** is not replying or responding to my emails or phone calls. I had contacted the supervisor ******* at ************ and still no response. I had my personal items lost at the airbnb stay and would really appreciate if someone can help me. Have the BBB helped resolve this issue. thank you.Business Response
Date: 03/26/2024
Dear *********************,
Generali Global Assistance & Insurance Services represents Generali **** Branch, ********, ********; NAIC #
11231, as the administrator of claims under Commercial Generali Liability policy no. GLAB0001 issued by
Generali **** Branch to ************* Airbnb RPG, **** an Airbnb.org (the Policy). We are in receipt of your
letter dated March 14, 2024, requesting we review the issue presented and consider how this matter can be
addressed and/or resolved.*************** submitted a claim due to an incident on February 29, 2024, alleging the reservation was cancelled
and in the process of the cancellation lost personal property.While we apologize for any inconvenience, we continue to investigate this matter. Once the investigation is
complete the assigned representative will finalize liability, evaluate the damages and contact *************** to
address any concerns and resolve the matter.If you have any questions or your mailing address is incorrect, please feel free to contact us at **************,
or by email at ********************************************** Please provide the claim number in the subject
line of your email.Sincerely,
Generali Claims Department
cc: Generali **** Branch, ********, ********Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a stay at Air bnb.The neighborhood was very dangerous, I was jumped, robbed, hospitalized. While I was hospitalized, the air bnb host disposed of all of my belongings. **** Dollars worth of my personal property including my **** electric bicycle. Generali insurance adjuster *******************, did not want my evidence, receipts, or to k ow what had happened. He said he would offer me 500 Dollars or I was getting nothing. Would not direct deposit my check nor would he zelle it, which is offered right on the front of the generali website. Sent me an expired check, when I emailed him about it. He returned my email stating he would be out of the office for the rest of the month. Now I'm being told he has to sort things out with accounts payable and no one will return my call from generali.Business Response
Date: 02/14/2024
February 9, 2024
BETTER BUSINESS BUREAU
ATTN: ********************************
CONCILIATION & ENGAGEMENT DEPARTMENTFile Number: ID#: ********
Claim Number: ***********
Dear *********************,Generali Global Assistance & Insurance Services represents Generali **** Branch, ********, ********; NAIC #
11231, as the administrator of the service plan that was selected. We are in receipt of your letter dated February
2, requesting we review the issue presented and consider a resolution.********************************** submitted a claim on November 20, 2023, alleging a few blocks away from the insured
premises she was assaulted, and her bicycle, phone and wallet were stolen.Our investigation revealed there was no liability, however we did extend an offer, a check was issued, and Mrs.
***************************** informed the assigned adjuster the check had expired.We have requested a stop payment. Once confirmed by our accounting department, the adjuster will reach out
to ************************* to decide how we can move forward and process the settlement check.If you have any questions or your mailing address is incorrect, please feel free to contact us at **************,
or by email at ********************************************** Please provide the claim number in the subject
line of your email.Sincerely,
Generali Claims Department
cc: Generali **** Branch, ********, ********Initial Complaint
Date:01/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my dissatisfaction and lodge a formal complaint against Generali concerning the processing of my insurance claim associated with an Airbnb booking. My policy number is 23347G29EP, and my claim number is ***********.I purchased this travel insurance from Generali on December 13 for $25, covering my Airbnb trip scheduled from December *****. The policy stated that a full refund, amounting to $93, would be granted in cases of trip cancellation due to illness. Unfortunately, I fell ill before the trip and obtained the necessary medical documentation to support my claim.The claim process, however, has been unnecessarily complicated and frustrating. Despite submitting all required forms, including a HIPPA release, a physician form, and a patient form, Generali has not responded to my repeated inquiries and follow-up emails.This lack of communication and apparent disregard for customer service is deeply concerning and unprofessional. As such, I am seeking your assistance in resolving this matter and holding Generali accountable for their commitments and service standards.Enclosed with this letter, you will find copies of the physician form and patient form submitted to Generali, along with proof of my follow-up attempts.I appreciate the BBBs attention to this grievance and look forward to a favorable resolution that respects consumer rights and ensures ethical business practices.Thank you for your time and support in this matter.Initial Complaint
Date:11/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was damaged by an ****** host's neglected and washed-out gravel driveway at a cabin in ** ****, **. I filed a liability claim with ****** through Generali, their liability insurer. The claim was filed in early October. It's now December, and after ten emails and probably twenty phone calls, I've gotten nowhere with Generali. No determination has been made on my claim; no further information has been provided. Their most recent tactic was to refer my to their liability claims supervisor, whom I was never able to reach. After calling repeatedly over a period of days, he never picked up the phone and his voicemail box was never set up, despite the fact that, according to ****** **, he's been with the company for years. This must the guy they send claims to get rid of them. In the meantime, I'm still waiting to get my car repaired. Super disppointed in Generali (and in Airbnb for doing business with them). At this point, it seems pretty doubtful that this is a legit business.Business Response
Date: 12/13/2023
Generali Global Assistance & Insurance Services represents Generali U.S. Branch, New York, New York; NAIC #
11231, as the administrator of the service plan that was selected. We are in receipt of your letter dated
November 28, 2023, requesting to advise of the position we will take and notify Mr. *********** of the outcome.
Mr. *********** filed a claim for damages to his auto on October 11, 2023, and an email went out to Mr.
*********** acknowledging receipt of his claim.
We sincerely apologize for any misunderstandings and lack of communication on our behalf and through the
process of the claim. We are commited to ensuring a fair and thorough assessment of every claim we handle.
The assigned adjuster has been in contact with Mr. *********** directly to further discuss the claim process,
documentation/evidence required to evaluate the damages, and we understand that an agreement has been
reached.
If you have any questions or your mailing address is incorrect, please feel free to contact us at (**** ********,
or by email at ***********************************************. Please provide the claim number in the subject
line of your email.
Sincerely,
Generali Claims DepartmentCustomer Answer
Date: 12/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ***********
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