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
- 645 total complaints in the last 3 years.
- 231 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: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,
**** ***********
Initial Complaint
Date:11/06/2023
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.
We were staying in an ****** for a month while moving 5 hours away. We had the majority of our items with us as we were so far away. I left for work on the morning of 9/11 with 3 of the 4 of our dogs kenneled in the kitchen. Around 3pm I received a phone call from the host telling me the house was on fire, but the fire department had saved the dogs. I rushed home to find the street lined with fire trucks, fireman and only 3 of 4 dogs in the neighbors yard. Panicking I asked where the 4th dog was. The fire department only seen 3 of them and **** was still inside. I turned around and ran in the house while the fireman yelled for me not to. I found **** hunkered down in the corner of the first photo thankfully safe. I called ****** to inform them of what was going on, and they assured me everything would be fine. I spent the next 2 months with daily phone calls and emails to both ****** and the insurance provider they use (Generali Global Assistance North). ****** transferred me to multiple different departments, never having an answer. Generali only returned 1 phone call/email out of upwards of 70 to tell me my claim was denied as they determined the fire was accidental. The fire was caused by a filthy bathroom exhaust fan that seemingly had never been cleaned.Business Response
Date: 11/13/2023
Generali Global Assistance & Insurance Services represents Generali U.S. Branch, *** ***** *** ****; NAIC #
11231, as the administrator of the service plan that was selected. We are in receipt of your letter dated
November 07, 2023, requesting we review the issues presented and consider how the matter can be addressed
and/or resolved.
Mrs. ***** ***** submited a claim due property damage due to an accidental fire at the insured’s premises on
September 11, 2023. The assigned adjuster immediately assigned an external adjuster to investigate the incident
and contacted Mrs. ***** ***** for details of the incident.
Our investigation has determined that our insured is not legally liable for the damage sustained by Mrs. ***** ***** and therefore a liability denial letter was sent to Mrs. ***** *****.
However, we are re-evaluating our position on this matter and hope to reach an amicable resolution and are
currently working with Mrs. ***** *****.
We sincerely apologize for any misunderstandings and lack of communication on our behalf and through the
process of the claim. We are committed to ensuring a fair and thorough assessment of every claim we handle.
If you have any questions or your mailing address is incorrect, please feel free to contact us at (800) 541-3522,
or by email at ***********************************************. Please provide the claim number in the subject
line of your email.
Sincerely,
Generali Claims DepartmentCustomer Answer
Date: 11/13/2023
The complaint has not yet been resolved. I do not feel comfortable selecting satisfied until the matter is 100% complete. I have emailed Generali this morning for an update and to confirm they need no other documentation from me, and I have not heard back.Business Response
Date: 11/21/2023
Generali Global Assistance & Insurance Services represents Generali U.S. Branch, *** ***** *** ****; NAIC #
11231, as the administrator of the service plan that was selected. We are in receipt of your letter dated
November 07, 2023, requesting we review the issues presented and consider how the matter can be addressed
and/or resolved.
Mrs. ***** ***** submited a claim due property damage due to an accidental fire at the insured’s premises on
September 11, 2023. The assigned adjuster immediately assigned an external adjuster to investigate the incident
and contacted Mrs. ***** ***** for details of the incident.
Our investigation has determined that our insured is not legally liable for the damage sustained by Mrs. ***** ***** and therefore a liability denial letter was sent to Mrs. ***** *****.
However, we are re-evaluating our position on this matter and hope to reach an amicable resolution and are
currently working with Mrs. ***** *****.
We sincerely apologize for any misunderstandings and lack of communication on our behalf and through the
process of the claim. We are committed to ensuring a fair and thorough assessment of every claim we handle.
If you have any questions or your mailing address is incorrect, please feel free to contact us at (800) 541-3522,
or by email at ***********************************************. Please provide the claim number in the subject
line of your email.
Sincerely,
Generali Claims DepartmentCustomer Answer
Date: 11/24/2023
The complaint has not yet been resolved. I do not feel comfortable selecting satisfied until the matter is 100% complete. I have not received communication from Generali since I initiated contact on 11/13.Initial Complaint
Date:10/02/2023
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 was rejected by insurance 3 times. Once for a pet that died not being considered a family member, once for me not meeting the COVID requirements that I had no clue about that require you take the test on a **** call with the manufacture, not even sure how you do that. Also once for me not losing my job 14 days after the policy was created. Also they won't refund my policy either, so I'm out even more money. I am blown away that i had all the right reasons and based on some crazy technicality insurance won't pay out. It's worthless, and a scam. I'm very hesitant to use **** again, and definitely know insurance is useless. I'm going to be telling everyone I know about my horrible experience. This is ridiculous!Business Response
Date: 10/09/2023
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, *** ***** *** ****; NAIC # *****, as the
administrator of the travel protection plan that was selected.
We are in receipt of your letter dated October 02, 2023, requesting
that we respond to the complaint filed by Ms. *****.
On September 14, 2023, Ms. ***** purchased a travel insurance
policy for a Trip with scheduled travel dates of September 18, 2023,
through September 25, 2023, with Trip Cancellation coverage
commencing on September 15, 2023. At that time, a Policy
Confirmation Letter and the full Description of Coverage, outlining
the plan’s coverage and coverage restrictions, were emailed to the
address provided of *****************************
According to the information provided, Ms. ***** filed a Trip
Cancellation claim because her Trip was cancelled due to several
reasons. Ms. ***** indicated her Trip was cancelled due to the
death of her pet, due to her medical condition, and due to her
termination of employment.
Please be advised, the policy Ms. ***** purchased only provides
Trip Cancellation coverage if the Trip is cancelled due to a specific,
listed Covered Event which occurs while the coverage is in effect.
In the Description of Coverage under the heading “TRIP
CANCELLATION BENEFIT RIDER” the policy states:
“Benefits will be paid, up to the amount in the Schedule, for the
forfeited, prepaid, non-refundable, non-refunded and unused
published Payments that you paid for your Trip, if you are prevented
from taking your Trip due to one of the following unforeseeable
Covered Events that occur before departure on your Trip to you or
your Traveling Companion, while your coverage is in effect under
this Policy.”
Under the subheading “Covered Events” there is a complete list of
the plan’s twenty-one (21) Covered Events for Trip Cancellation
coverage. These Covered Events are subject to possible exclusions,
listed under the heading "GENERAL EXCLUSIONS."
Covered Event # 1 states coverage is provided for:
“1. The Sickness, Injury or death of you, your Family Member, your
Traveling Companion or your Service Animal. The Sickness or Injury
must first commence while your 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).”
According to the information provided to us, Ms. ******* Trip was
cancelled in part due to the death of her pet cat.
Under the heading “DEFINITIONS” the policy defines “SERVICE
ANIMAL” as:
“SERVICE ANIMAL means any guide dog, signal dog, or other
animal individually trained to work or perform tasks for the benefit of
an individual with a disability, including, but not limited to, guiding
persons with impaired vision, alerting persons with impaired hearing
to intruders or sounds, providing animal protection or rescue work,
pulling a wheelchair, or fetching dropped items.”
As indicated above, the policy only provides Trip Cancellation
coverage if the loss is due to the sickness or death of a Service
Animal, as defined. Unfortunately, as this policy does not provide
Trip Cancellation coverage for the death of a family pet, we must
reaffirm our original determination that no benefits are payable for
Ms. ******* claim for this reason.
According to the information provided, Ms. ***** tested positive for
Covid-19 with an at-home Covid-19 test and is also requested Trip
Cancellation coverage consideration for this reason. According to the
documentation provided to us, Ms. ***** did not receive a PCR test,
or seek treatment in-person from a Physician while the Trip
Cancellation coverage was in effect. As indicated above, this policy
requires in-person treatment by a Physician for the Trip Cancellation
coverage.
Unfortunately, as the information provided to us indicates the policy's
coverage requirements were not met, as Ms. ***** did not receive a
PCR test, or seek treatment in-person from a Physician due to her
medical condition, we must reaffirm our determination that no
benefits are payable for her claim for this reason.
Covered Event # 11 states coverage is provided for:
“11. Your involuntary termination of employment or layoff (or the
involuntary termination or layoff of your parent or guardian if you are
a minor traveling alone), after continuous employment with the same
employer for 1 year or more, provided the termination or layoff
occurs 14 days or more after your coverage has taken effect. This
benefit is not available to temporary employees, independent
contractors, or self-employed persons.”
According to the information provided to us, Ms. ******* employment
was terminated on September 18, 2023.
As indicated above, Covered Event # 11 requires the termination or
layoff occur 14 days or more after the coverage has taken effect.
Under the heading “ELIGIBILITY AND EFFECTIVE DATES” and
subheading “When Coverage Begins” the policy states:
“Trip Cancellation coverage will take effect at 12:01 A.M. local time
at your location on the day after the date your premium payment is
received by us or our authorized agent."
According to the information available to us, Ms. ******* termination
of employment did not occur 14 days or more after the Trip
Cancellation coverage had taken effect under her policy.
Unfortunately, as the policy’s coverage requirements were not met,
we are unable to provide coverage for Ms. ******* claim for this
reason.
Ms. ***** is also requesting a refund of the insurance premium that
was paid for her policy.
Under the heading “10-DAY RIGHT TO EXAMINE YOUR
DESCRIPTION OF COVERAGE” the policy states:
“If you are not satisfied for any reason, you may cancel coverage
under the policy within 10 days after receipt. Your premium payment
will be refunded, provided that there has been no incurred covered
expense and you have not left on your Trip. Return the Description
of Coverage to us at the Program Administrators office or our
authorized agent. When so returned, the Description of Coverage is
void from the beginning. After this 10-day period, the payment for
this coverage is nonrefundable.”
Please be advised, the policy premium is nonrefundable at this time.
Sincerely,
***** ********
Generali Claims DepartmentCustomer Answer
Date: 10/09/2023
You guys spent over a week telling me how what happened to me didn't matter. I see why you have so many negative reviews. You use every detail and reason to reject coverage.Business Response
Date: 10/19/2023
Generali Global Assistance & Insurance Services represents
Generali U.S. Branch, *** ***** *** ****; NAIC # *****, as the
administrator of the travel protection plan that was selected.
We are in receipt of your letter dated October 10, 2023, requesting
that we respond to the follow-up complaint filed by Ms. *****.
As we indicated previously, the policy Ms. ***** purchased only
provides Trip Cancellation coverage if the Trip is cancelled due to a
specific, listed Covered Event which occurs while the coverage is in
effect.
In the Description of Coverage under the heading “TRIP
CANCELLATION BENEFIT RIDER” the policy states:
“Benefits will be paid, up to the amount in the Schedule, for the
forfeited, prepaid, non-refundable, non-refunded and unused
published Payments that you paid for your Trip, if you are prevented
from taking your Trip due to one of the following unforeseeable
Covered Events that occur before departure on your Trip to you or
your Traveling Companion, while your coverage is in effect under
this Policy.”
Under the subheading “Covered Events” there is a complete list of
the plan’s twenty-one (21) Covered Events for Trip Cancellation
coverage. These Covered Events are subject to possible exclusions,
listed under the heading "GENERAL EXCLUSIONS."
Covered Event # 1 states coverage is provided for:
“1. The Sickness, Injury or death of you, your Family Member, your
Traveling Companion or your Service Animal. The Sickness or Injury
must first commence while your 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).”
According to the information provided, Ms. ***** filed a Trip
Cancellation claim because her Trip was cancelled due to several
reasons. Ms. ***** indicated her Trip was cancelled due to the
death of her pet, due to her medical condition, and due to her
termination of employment.
Under the heading “DEFINITIONS” the policy defines “SERVICE
ANIMAL” as:
“SERVICE ANIMAL means any guide dog, signal dog, or other
animal individually trained to work or perform tasks for the benefit of
an individual with a disability, including, but not limited to, guiding
persons with impaired vision, alerting persons with impaired hearing
to intruders or sounds, providing animal protection or rescue work,
pulling a wheelchair, or fetching dropped items.”
As indicated above, the policy only provides Trip Cancellation
coverage if the loss is due to the sickness or death of a Service
Animal, as defined. Unfortunately, as this policy does not provide
Trip Cancellation coverage for the death of a family pet, we must
reaffirm our original determination that no benefits are payable for
Ms. ******* claim for this reason.
According to the information provided, Ms. ***** tested positive for
Covid-19 with an at-home Covid-19 test and is also requested Trip
Cancellation coverage consideration for this reason. According to the
documentation provided to us, Ms. ***** did not receive a *** test,
or seek treatment in-person from a Physician while the Trip
Cancellation coverage was in effect. As indicated above, this policy
requires in-person treatment by a Physician for the Trip Cancellation
coverage.
Unfortunately, as the information provided to us indicates the policy's
coverage requirements were not met, as Ms. ***** did not receive a
PCR test, or seek treatment in-person from a Physician due to her
medical condition, we must reaffirm our determination that no
benefits are payable for her claim for this reason.
Covered Event # 11 states coverage is provided for:
“11. Your involuntary termination of employment or layoff (or the
involuntary termination or layoff of your parent or guardian if you are
a minor traveling alone), after continuous employment with the same
employer for 1 year or more, provided the termination or layoff
occurs 14 days or more after your coverage has taken effect. This
benefit is not available to temporary employees, independent
contractors, or self-employed persons.”
According to the information provided to us, Ms. ******* employment
was terminated on September 18, 2023.
As indicated above, Covered Event # 11 requires the termination or
layoff occur 14 days or more after the coverage has taken effect.
Under the heading “ELIGIBILITY AND EFFECTIVE DATES” and
subheading “When Coverage Begins” the policy states:
“Trip Cancellation coverage will take effect at 12:01 A.M. local time
at your location on the day after the date your premium payment is
received by us or our authorized agent."
According to the information available to us, Ms. ******* termination
of employment did not occur 14 days or more after the Trip
Cancellation coverage had taken effect under her policy.
Unfortunately, as the policy’s coverage requirements were not met,
we are unable to provide coverage for Ms. ******* claim for this
reason.
Ms. ***** is also requesting a refund of the insurance premium that
was paid for her policy.
Under the heading “10-DAY RIGHT TO EXAMINE YOUR
DESCRIPTION OF COVERAGE” the policy states:
“If you are not satisfied for any reason, you may cancel coverage
under the policy within 10 days after receipt. Your premium payment
will be refunded, provided that there has been no incurred covered
expense and you have not left on your Trip. Return the Description
of Coverage to us at the Program Administrators office or our
authorized agent. When so returned, the Description of Coverage is
void from the beginning. After this 10-day period, the payment for
this coverage is nonrefundable.”
Please be advised, the policy premium is nonrefundable at this time.
Sincerely,
***** ********
Generali Claims Department
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