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Business Profile

Travel Insurance

Generali Global Assistance

Complaints

This profile includes complaints for Generali Global Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Generali Global Assistance has 2 locations, listed below.

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    Customer Complaints Summary

    • 670 total complaints in the last 3 years.
    • 201 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/12/2023

      Type:Service or Repair Issues
      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 writing this complaint due to an accident I had at approximately 5:10pm on January 15, 2022. We rented an AirBNB unit on **** ******** ***, Marco Island Florida. While looking for the water hose and basin my son and I would be using to clean ourselves off when we came in from the beach, I fell on a broken paving stone. This caused me to have a concussion, broken nose, several severe bruises, and sore wrist (pictures are attached). In addition this caused my watch to break and my glasses were left severely scratched and unusable. The after effects of this had me lose much sleep due to pain and difficulty breathing through my nose. I had to get concussion therapy upon returning to my home in Pennsylvania as I was getting frequently dizzy, memory issues, and balance issues and got this treatment from St Lukes (pictures included). I was told by AirBNB staff and ******* Fernandez through Generali Insurance that my medical bills would be covered under their liability insurance (Claim #22006960-01 Reservation # **********). This was not the case. ******* and AirBNB were very evasive to corresponding to me and not paying all of my medical bills. ******* told me to call Medicare to arrange coordination of benefits due to the liability, which I did. I feel like I am doing her job for her repeatedly and she is apathetic and avoids communication. All she offered was $750 and the insurance has not paid several medical bills for: $6,276.00, $6,263.00, $38.79, $44.63, $42.73, and $106.85. These bills have been submitted to Generali, they are ignoring them. I have paid the smaller bills myself, but left the two larger amounts unpaid. In addition I have a bill for prescription glasses for $554.00 and a broken watch for $58.30. In addition this is causing me much frustration, negative impact on my credit, and loss of time. I want this to be corrected by someone able to handle this professionally, amicably, and in a timely manner.

      Business Response

      Date: 02/17/2023

      Please see our response attached. Thank you.
    • Initial Complaint

      Date:02/11/2023

      Type:Service or Repair Issues
      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 ( 1/9/2023) this travel insurance prior to my trip to Mexico. I paid them $110.25.
      They offered baggage protection. They stated on their website " this can reimburse you if your baggage is damaged, lost or stolen during your trip." My suitcase was destroyed during flights! When I claimed it in Mexico it had only 3 wheels and huge holes were torn through the hardside cover. I called Generali that night, and was told I would have to fill out a claim on the website from a laptop... couldn't use my phone. I did NOT have my laptop, so waited til return to the US. I have since tried NUMEROUS times to log in to file a claim. My password doesn't work and instead of Redirecting under change pass word the site continuously goes to an ERROR message so I cannot complete the task! Is this by design? I am reaching out to you in an effort to resolve this MOST Frustrating situation! I had to order a new suitcase on amazon to use since my damaged one wouldn't roll and I couldn't physically carry it (60+lbs)!
      I spent $228.70 for the replacement bag.

      Business Response

      Date: 02/17/2023

      Response is attached. 

      Customer Answer

      Date: 02/20/2023



      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,


      ***** ******


        I am grateful to you, better business bureau of San Diego! If it were not for your efforts, I would still be struggling to contact this company. Before I purchased  their insurance plan, I noted they had a good rating with you. That’s why I selected THEM!

      I hope in response to this complaint, going forward, they will produce better technical support and access for their consumers, who keep them in business! 
      I am happy, with your oversight, that they elected to recognize and pay this  claim.  The payment is sitting in my bank account pending deposit, so it should go through.

      Thanks again to you, Mr. Merino and your team, your work is vital to consumers in this country. Have a great week!


    • Initial Complaint

      Date:02/01/2023

      Type:Service or Repair Issues
      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.
      Filed a claim for damage on my property covered by inusrance policy purchased from Gernerali, CSA Travel.

      Sent documentation via email 1/16
      1/17 - Called to confirm, no acknowledgement
      Multiple emails, No Reply
      1/23 - Followed up, acknowledged receipt of email, dspite no reply . Said will get back
      1/27 - More emails to them, no reply
      1.27 - VRBO and Myslf called, said had no staff to handle reuest or give claim number, but would reply that day
      2/1 still no reply, no claim, now they claim they have no email and to resend.
      2/1 Said they got email and will reply now within week

      No active phone support, No claim in their system despite submitted three weeks ago, multiple agents, Each says they will get back and assign a claim number, but now exceeding 3 weeks, still no claim number despite $5000+ in covered property damage

      Company says they have no staff to process claims, but they keep selling policies.

      Want a claim adjuster to be assigned to my case, adjuster look at damage, and process claim.

      There is no indication they are out to do any resolution, with the same response every call.. call back in a week. Never heard of an insurance company that does this, but great proft center for them.. and their online reviews show similar .

      Business Response

      Date: 02/07/2023

      Response is attached. 

      Customer Answer

      Date: 02/07/2023

      It is great they replied to you.  However, They still ahve yet to give a case number, assign someone to claim, and have said the same response to you that they "will assign soon"   

       

      They indicated on Jan 17th they got the email, and 26th, and then 2nd they say they didnt get email, now say to you they got it on the 7th.  

       

      I know things take time, but they need to assign a case number, send an email with information, and have a case worker contact to inspect premises or grant claim.  I will accept once I get a real case number and claims representative contact me.

       

      They listed many caveats, including maximum liability of $1500. 

       

      “We will reimburse the property management company, up to the
      amount shown in the Schedule, if you cause accidental damage to
      real or personal property owned by the Accommodation during the
      Trip.

       

      Assume that is standard, and given there was real property damage to the accomodation of the property during the trip, should be pretty cut an dry.  I just want to get it repaired urgently.

       

      Thanks so much for your help

      *****

      Business Response

      Date: 02/13/2023

      Follow-up response is attached. 
    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      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 trip through Airbnb and bought travel insurance through Generali travel Insurance. Booked and paid in full 11/21/222, got an email from Airbnb stating they cancelled my reservation due to host. Got a refund but no refund for the insurance because we would have needed to cancel within 30 days (12/21/2022) to get full refund. I have called multiple times with no solution except a travel coupon! I just want my $193.73 back! I didnt even cancel..Airbnb did!

      Business Response

      Date: 02/07/2023

      Hello,

       

      Please see our attached response for the complaint submitted by ***************************

       

      Thank you,

      *****

    • Initial Complaint

      Date:01/29/2023

      Type:Product Issues
      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.
      In May 2022, my wife and I rented a property in Savannah, GA via VRBO (owned by Expedia) to be used in October 2022. We chose to add trip insurance via VRBO's recommended company Generali. In October 2022, Hurricane Ian impacted the coast of Georgia, where the Governor and Mayor of Savannah declared a state of emergency. All flights to Savannah were cancelled. We requested the property owner to reimburse for our paid stay unsuccessfully. We filed a claim with Generali. On December 2022, we received a letter of approval for our reimbursement indicating a check would be mailed in 14 business days. In January 2023, as we had not received the check, we contacted Generali to be informed our claim was placed in review again and they would get to us ASAP. We asked to speak with a manager unsuccessfully. At this point, it has been four (4) months since we filed our claim and have only received the round around. Your website, BBB indicates this company has received over 600 complaints and still has an A+ rating. This company is fraudulently taking insurance premiums when they know they have no intention of paying. The claims is for $3,871.48 USD.

      Business Response

      Date: 02/02/2023

      Please see our response attached. Thank you.

      Customer Answer

      Date: 02/05/2023

      Please review attached document response to Generali's response.

      Business Response

      Date: 02/08/2023

      Please see our follow up response attached. Thank you.
    • Initial Complaint

      Date:01/28/2023

      Type:Service or Repair Issues
      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.
      Claim Number: *********** Policy Number: ********** 
      I purchased travel insurance for a trip to sanible island FL for Dec 2022, on Sept 28, 2022 hurrican Ian destroyed the island and it was not accessible except for emergency personal. Generali refused to pay my claim stating is was my choice to cancel the trip. I have provided all the necessary proof and documents to Generali multiple times.

      Business Response

      Date: 02/03/2023

      Response is attached. 

      Customer Answer

      Date: 02/07/2023

      due to the fact that this storm was larger than most and noted to be a one every 500 year event (according to the Florida governor) and the fact that the bridge to the island was not accessible for several months (not 30 days), the claim should be paid 

      Business Response

      Date: 02/10/2023

      Follow-up response is attached. 
    • Initial Complaint

      Date:01/25/2023

      Type:Service or Repair Issues
      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 travel insurance and was denied payment on a claim. One of the travelers had to be hospitalized prior to the travel and we had to cancel the trip. I have filed all paperwork and even submitted additional paperwork as asked. All I can get is - Claim Denied.

      Business Response

      Date: 02/01/2023

      Response is attached. 

      Customer Answer

      Date: 02/02/2023



      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,



      ****** *******



       
    • Initial Complaint

      Date:01/23/2023

      Type:Product Issues
      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.
      12/16/22 I filed a claim. They immediately processed it and said a check was mailed on December 19 "A check has been sent to the beneficiary’s address. It should be received within a maximum of 5 business days".
      No check arrived, so I communicated in my claim portal on Jan 4, 2023, that no check was received. Again, they wrote: A check has been sent to the beneficiary’s address. It should be received within a maximum of 5 business days. Jan 9 I inquired to what address? Same response: A check has been sent to the beneficiary’s address. It should be received within a maximum of 5 business days.
      It goes on like this. Jan 10, Jan 17, Jan 23. All the same response. Each time the name in the claim box would change to a different person in my travel party. One time it changed to a person I had never heard of—no response to my questions about who they listed as the beneficiary, nor what address. I tried calling and only virtual agents are available. I tried emailing and the response was very generic, sorry we are backed up and someone will get to this eventually. I'm not sure what else to do. I am having my lawyer send them a letter.

      Business Response

      Date: 01/30/2023

      Please see our response attached. Thank you.

      Customer Answer

      Date: 01/30/2023



      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,


      *** *********
       

       
    • Initial Complaint

      Date:01/18/2023

      Type:Service or Repair Issues
      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.
      Purchased a travel insurance policy from Generali through the DAN website for a dive trip to the Red Sea, Egypt from 11/19/22 to 12/3/22. The policy was purchased on 11/8/22 and cost $220. One of my suitcases was lost between the US and Cairo. I have attempted to file a claim with Generali at their online claim site on five different occasions, using four different computers and my phone. In all five cases, the site recognizes my policy number but gives me a error "URL Not Found" message every time. I have attempted to call the company after each attempt and can never actually get to the point of speaking to a live person. Additionally, I have sent several emails asking for support, receiving no replies and attempted to contact them through Facebook with no success.

      Business Response

      Date: 01/23/2023

      Response is attached.
    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      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.
      On my return from Munich on October 28, 2022 to DFW, I landed and missed my connecting flight due to a delay on UA 2361 to Dallas (conf. #****** ***. The arriving flight was still on the tarmac when the connecting flight took off. As it was late, I did not rebook the paid-for leg to Dallas (booked through ****** *******). I booked a night at the Houston Airport Marriott through Expedia (***************) so I wouldn’t have to exit the airport. A family member picked me up i the 29th

      I’m not filing the travel insurance claim for the airfare but for the hotel cost. I clarified this on December 15 realizing my claim might have not been clear about what I desired compensation for.

      I have sent 8 communications since then by email, two phone calls and an online chat.

      I have heard nothing from the claims agent or the claim agent supervisor. The attachments document six communications prior to the 15th. I could have filed for the missed connection but decided to seek compensation for the hotel stay only.

      It seems that my claim at this point is being unnecessarily delayed.

      I would be grateful for any help BBB can provide.

      Sincerely,
      ** ** ******

      Business Response

      Date: 01/12/2023

      Response is attached. 

      Customer Answer

      Date: 01/12/2023

      The requested documents have been sent more than once. I can document this. I have asked for clarification several time why these documents are not the original airfare itinerary they are requesting. As I have explained, these are the documents Viking has provided to me as requested by Generali. Again, why are these not acceptable?

       

      Teri Jacobs

      Business Response

      Date: 01/20/2023

      Response is attached. 

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