ComplaintsforGenerali Global Assistance

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 Department

  Customer response

  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

  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 Department

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  02/14/2024

  February 9, 2024

  BETTER BUSINESS BUREAU
  ATTN: ********************************
  CONCILIATION & ENGAGEMENT DEPARTMENT

  File 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

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 Department

  Customer response

  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

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 Department

  Customer response

  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

  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 Department

  Customer response

  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

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 Department

  Customer response

  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

  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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a Refundable Accidental Damage Protection policy with them for a **** vacation stay. The owner of the house filed a FAKE FRAUD insurance claim against our stay... claiming we damaged a side table of her house. The side table was broken when we got there and we have pictures with time/date to prove the table was already broken. Generali Global Assistance & **** refuse to refund us for the policy - even though it's a refundable policy since the owner file a fake claim against us. I contacted the insurance company 4 separate times showing proof of this and they refused to listen to our side... they paid out the owner and refuse to refund us the security deposit. They kept $** and she made $** - they are scammers and steal peoples money on fake claims. The last email bounces back as if they were a fake email. No one answers the phone after calling 4 times now. The first call they answered and asked me to provide with my side/evidence of the fake claim and they promised to call back - they never did. Its just an answering service no humans to answer. They are a fraud, scam, and are stealing money from their customers. Here are the insurance policy info: Claim Number: *********** Policy Number: ********** Reservation/Booking Number: ********* Property Owner: ****** ******* Property ID: *******

  

  Business response

  09/07/2023

  Generali Global Assistance & Insurance Services represents
  Generali U.S. Branch, New York, New York; NAIC # *****, as the
  administrator of the travel protection plan that was selected. We are
  in receipt of your letter dated September 01, 2023 notifying us of the
  complaint filed by Ms. ********.
  As indicated in Ms. ********** complaint to your office, the claim
  benefit of $***** has already been issued to the homeowner, ****** *******.
  Ms. ******** had already purchased the Vacation Rental Damage
  Coverage, so there was no additional cost to her. This policy simply
  provides benefits to the homeowner for any accidental damage
  caused during Ms. ********** stay.
  We do thank Ms. ******** for her email regarding the damage
  claimed. It is not our intent to pay for any claim where the renter may
  not have caused the damage. We will make note of this, so we can
  be even more vigilant in our investigations of future claims. We
  would like to thank Ms. ******** for taking the time to provide us
  with this information.
  Please note, under the heading "RIGHT TO EXAMINE YOUR
  DESCRIPTION OF COVERAGE", the Description of Coverage for
  this insurance plan states "If you are not satisfied for any reason,
  you may cancel coverage under the policy. 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 Administrator’s office or our
  authorized agent. When so returned, the Description of Coverage is
  void from the beginning." Unfortunately, we are unable to refund the
  premium paid for this insurance plan at this time due to the policy
  language quoted above, regardless of whether a claim was
  submitted to us by the homeowner.
  Please also note, the representative assigned to this claim is ****** *********. Ms. ********* can be reached by phone when dialing
  ***** ******** extension ****.
  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

  

  Business response

  09/13/2023

  Generali Global Assistance & Insurance Services represents
  Generali U.S. Branch, New York, New York; NAIC # *****, as the
  administrator of the travel protection plan that was selected. We are
  in receipt of your letter dated September 07, 2023 regarding the
  complaint filed by Ms. ********.
  Ms. ******** has indicated in her response that she purchased a
  refundable policy, and that she is owed $****** for a refundable
  policy.
  
  As stated in our previous response to your office, under the heading
  "RIGHT TO EXAMINE YOUR DESCRIPTION OF COVERAGE", the
  Description of Coverage for this insurance plan states "If you are not
  satisfied for any reason, you may cancel coverage under the policy.
  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
  Administrator’s office or our authorized agent. When so returned, the
  Description of Coverage is void from the beginning."
  We maintain our position that we are unable to refund the premium
  in the amount of $***** paid for this insurance plan at this time due
  to the policy language quoted above.
  
  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

  Customer response

  09/20/2023

  It's the same response - no changes. I cant believe an insurance company refuses to refund and doesn't take any proof I have for a false claim that the owner filed. And they outright paid her even though she committed insurance fraud! I will be filing a complaint with consumer affairs now. They haven't said anything differently - I'm still owed a refund - I'm still disputing it with my credit card. Fraudsters!

• Initial Complaint

  08/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for trip cancellation insurance for a house rented through **** on ****. The area where the house was located was just north of ******* **** which was our destination. Wildfires on August 8th and 9th decimated the town of ******* and hundreds of people were killed and/or are missing. The authorities have closed off the area and have restricted travel to **** **** where this renal was located. The management of the rental have refused a refund and told me we needed to file a claim with our insurance. I submitted a claim due to the fact that this wildfire destroyed the area and that even though the rental was still standing, many services are out and will be out for some time. The authorities are only allowing emergency workers and residents into **** **** and have requested that no one travel to **** **** and to cancel plans if you had them. Because this disaster doesn't exactly fit one of Generali's restrictive categories (loopholes), they are refusing to pay the claim. This is criminal in my opinion. This is an extraordinary circumstance in which I feel they should obviously approve the claim. Since they didn't honor the insurance policy, I would like to receive a full refund for the premium I paid.

  

  Business response

  09/01/2023

  Generali Global Assistance & Insurance Services represents
  Generali U.S. Branch, New York, New York; NAIC # *****, as the
  administrator of the travel protection plan that was selected.
  We are in receipt of your letter dated August 27, 2023, requesting
  that we respond to the complaint filed by Ms. ****.
  On February 23, 2023, Ms. **** purchased a travel insurance policy
  for a Trip booked through **** with scheduled travel dates of
  October 04, 2023, through October 10, 2023, with Trip Cancellation
  coverage commencing on February 24, 2023. At that time, a Policy
  Confirmation Letter and the full Travel Insurance Policy, outlining the
  plan’s coverage and coverage restrictions, were emailed to the
  address provided of *********************
  Ms. **** filed a Trip Cancellation claim because her Trip was
  cancelled due to the effects of the wildfire on the island of ****.
  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 Travel Insurance Policy under the heading “TRIP
  CANCELLATION” and subheading “Coverage” the policy
  states:
  “We will reimburse you, up to the amount in the Schedule, for Trip
  Cancellation Covered Expenses, if you are prevented from taking
  your Trip due to any of the Unforeseen Covered Events listed below.
  The Covered Event must occur before you depart on your Trip and
  while your coverage is in effect under this Policy.”
  Under the subheading “Covered Events” there is a complete list of
  the plan’s twenty-five (25) Covered Events for Trip Cancellation
  coverage. These Covered Events are subject to possible exclusions,
  listed under the headings “Exclusions,” and "GENERAL
  EXCLUSIONS."
  The Covered Events which may provide coverage in the event of a
  natural disaster at the Trip destination are listed below:
  “10. Mandatory Evacuation goes in to effect at the Destination due to
  adverse weather or Natural Disaster. In order to receive benefits
  under this covered event, you must have 4 days or 50% of your total
  Trip length or less remaining at the time the Mandatory Evacuation
  ends. We will only pay benefits for losses occurring within 30
  calendar days after the evacuation order goes into effect;
  11. your Accommodations at the Destination made inaccessible by a
  Natural Disaster. For the purpose of this covered event, inaccessible
  means your Accommodations can not be reached by your original
  mode of transportation. In order to receive benefits under this
  covered event, you must have 4 days or 50% of your total Trip length
  or less remaining at the time the Accommodation is deemed
  accessible. We will only pay benefits for losses occurring within 15
  calendar days after the event renders the Destination inaccessible;
  12. the interruption of water, electric, sewage or gas service(s) at the
  Destination, for more than 24 consecutive hours due to adverse
  weather or Natural Disaster. We will only pay benefits for losses
  occurring within 15 calendar days following the onset of the service
  interruption;
  13. the interruption of road service for 24 consecutive hours or more
  due to adverse weather or Natural Disaster that prevents you from
  reaching the Destination. We will only pay benefits for losses
  occurring within 15 calendar days following the onset of the event
  which causes the interruption of road service.”
  As indicated above, these Covered Events only provide coverage for
  losses occurring within 30 or 15 calendar days after the event
  impacts the destination. Unfortunately, as the wildfires on the island
  of **** occurred on August 08, 2023, and the Trip Dates insured
  under Ms. ****** policy are October 04, 2023, through October 10,
  2023, we must reaffirm our original determination that no benefits
  are payable for her claim.
  Please be advised, the travel insurance policy is nonrefundable at
  this time. In the Travel Insurance Policy under the heading “IDAHO
  AMENDATORY ENDORSEMENT” and subheading “10 DAY
  RIGHT TO EXAMINE YOUR POLICY” the policy states:
  “If you are not satisfied for any reason, you may cancel coverage
  under the Policy within 10 days after receipt. If you have not filed a
  claim and you cancel your Policy before your Scheduled Departure
  Date, your premium will be refunded within 30 days of the date we
  receive your notice to cancel. After this 10-day period, the premium
  is nonrefundable.”
  Sincerely,
  ***** ********
  Generali Claims Department

  

  Business response

  09/07/2023

  Generali Global Assistance & Insurance Services represents
  Generali U.S. Branch, New York, New York; NAIC # *****, as the
  administrator of the travel protection plan that was selected.
  We are in receipt of your letter dated September 02, 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.
  Ms. **** filed a Trip Cancellation claim because her Trip was
  cancelled due to the effects of the wildfire on the island of Maui.
  
  In the Travel Insurance Policy under the heading “TRIP
  CANCELLATION” and subheading “Coverage” the policy
  states:
  
  “We will reimburse you, up to the amount in the Schedule, for Trip
  Cancellation Covered Expenses, if you are prevented from taking
  your Trip due to any of the Unforeseen Covered Events listed below.
  The Covered Event must occur before you depart on your Trip and
  while your coverage is in effect under this Policy.”
  
  Under the subheading “Covered Events” there is a complete list of
  the plan’s twenty-five (25) Covered Events for Trip Cancellation
  coverage. These Covered Events are subject to possible exclusions,
  listed under the headings “Exclusions,” and "GENERAL
  EXCLUSIONS."
  
  The Covered Events which may provide coverage in the event of a
  natural disaster at the Trip destination are listed below:
  
  “10. Mandatory Evacuation goes in to effect at the Destination due to
  adverse weather or Natural Disaster. In order to receive benefits
  under this covered event, you must have 4 days or 50% of your total
  Trip length or less remaining at the time the Mandatory Evacuation
  ends. We will only pay benefits for losses occurring within 30
  calendar days after the evacuation order goes into effect;
  11. your Accommodations at the Destination made inaccessible by a
  Natural Disaster. For the purpose of this covered event, inaccessible
  means your Accommodations can not be reached by your original
  mode of transportation. In order to receive benefits under this
  covered event, you must have 4 days or 50% of your total Trip length
  or less remaining at the time the Accommodation is deemed
  accessible. We will only pay benefits for losses occurring within 15
  calendar days after the event renders the Destination inaccessible;
  12. the interruption of water, electric, sewage or gas service(s) at the
  Destination, for more than 24 consecutive hours due to adverse
  weather or Natural Disaster. We will only pay benefits for losses
  occurring within 15 calendar days following the onset of the service
  interruption;
  13. the interruption of road service for 24 consecutive hours or more
  due to adverse weather or Natural Disaster that prevents you from
  reaching the Destination. We will only pay benefits for losses
  occurring within 15 calendar days following the onset of the event
  which causes the interruption of road service.”
  
  The above listed Covered Events only provide coverage for losses
  occurring within 30 or 15 calendar days after the event impacts the
  destination. Unfortunately, as the wildfires on the island of ****
  occurred on August 08, 2023, and the Trip Dates insured under Ms.
  ****** policy are October 04, 2023, through October 10, 2023, we
  must reaffirm our original determination that no benefits are payable
  for her claim.
  
  Please be advised, the travel insurance policy is nonrefundable at
  this time. In the Travel Insurance Policy under the heading “IDAHO
  AMENDATORY ENDORSEMENT” and subheading “10 DAY
  RIGHT TO EXAMINE YOUR POLICY” the policy states:
  “If you are not satisfied for any reason, you may cancel coverage
  under the Policy within 10 days after receipt. If you have not filed a
  claim and you cancel your Policy before your Scheduled Departure
  Date, your premium will be refunded within 30 days of the date we
  receive your notice to cancel. After this 10-day period, the premium
  is nonrefundable.”
  Sincerely,
  ***** ********
  Generali Claims Department

  Customer response

  09/20/2023

  According to the item number 11 in the response from the business(see below), my cancellation should have been covered.  The destination was made inaccessible by the natural disaster (wildfires) because access to **** **** was closed by the Governor for visitors and tourists and will be closed until October 8th, at which time we would not have had access to the rental for the first 5 days of our 6-night stay which is more than 50% of our total trip length.  The destination has been inaccessible since the day of the fires (8/8/23) to the present and will continue to be inaccessible until October 8th, according to the governor's proclamation.

  11. your Accommodations at the Destination made inaccessible by a
  Natural Disaster. For the purpose of this covered event, inaccessible
  means your Accommodations can not be reached by your original
  mode of transportation. In order to receive benefits under this
  covered event, you must have 4 days or 50% of your total Trip length
  or less remaining at the time the Accommodation is deemed
  accessible. We will only pay benefits for losses occurring within 15
  calendar days after the event renders the Destination inaccessible;

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