ComplaintsforGenerali Global Assistance

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I booked a flight (round trip) from ******** to *******, ****** starting on August 18th. *** ****** cancelled the outgoing flight, which made the trip impossible. We had trip insurance that we paid for through Generali. I contacted them as soon as I learned of the cancellation on July 19th. They requested documentation of the trip cancellation, which I provided. Then, they started to demand the exact reason for the flight cancellation which the airline would not specify. On those grounds they said that it was not a covered cancellation. They made no attempt to gather any information themselves and expected me to run around and investigate. I paid for trip insurance, I had a loss of over $1000 and requested reimbursement. Alternatively, I offered to except the amount I paid for the policy, as it really is not insurance, because you pay for it but cannot use it. I was notified on August 18th that they are formally denying to cover our travel loss.

  

  Business response

  08/24/2023

  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 August 21, 2023 notifying us of the
  complaint filed by Mr. ********.
  Mr. ******** purchased travel arrangements with scheduled travel
  dates of August 18, 2023 to August 20, 2023. This travel insurance
  plan was purchased on May 15, 2023 with coverage for Trip
  Cancellation also commencing on May 15, 2023. At that time, a
  Travel Protection Plan Summary and Travel Insurance Policy,
  outlining the plan's coverage and coverage restrictions, were
  emailed to the address provided of ****************. According to
  the information provided to us, Mr. ********** trip was cancelled
  because the airline cancelled his flight originally scheduled to occur
  on August 18, 2023. According to the documentation provided to us
  in support of this claim, the flight was cancelled on July 18, 2023. A
  claim was submitted to us for the cost of the non-refundable travel
  arrangements insured under this plan as a result.
  Under the heading "TRIP CANCELLATION" and the sub-heading
  "Coverage", the Travel Insurance 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 heading "TRIP
  CANCELLATION" and the sub-heading "Covered Events" is a list of
  seventeen (17) covered reasons for Trip Cancellation benefits that
  includes "12. your or your Traveling Companion’s Common Carrier is
  delayed or cancelled resulting from adverse weather; 13. your or
  your Traveling Companion’s Common Carrier is delayed or
  cancelled resulting from mechanical breakdown of the aircraft, ship,
  boat or motor coach that you were scheduled to travel on; 14. your
  or your Traveling Companion’s public transportation or Common
  Carrier is delayed or cancelled resulting from a Strike. The Strike
  must be announced at least 5 days after the purchase of this
  Policy;".
  Also, under the heading "TRIP CANCELATION BENEFIT" and the
  sub-heading "Exclusions", the Travel Insurance Policy states "In
  addition to the General Exclusions, the following exclusions apply to
  this coverage. No benefits will be paid for any loss for, caused by, or
  resulting from: ... 5. failure of a tour operator or other Travel Supplier,
  person or agency to provide the bargained-for travel arrangements
  for reasons other than Financial Insolvency".
  Unfortunately, there is no indication that Mr. ********** flight originally
  scheduled to occur on August 18, 2023, which was cancelled by the
  airline in July of 2023, was a result of adverse weather, a mechanical
  breakdown of the aircraft Mr. ******** was scheduled to travel on, or
  Strike. The exclusion quoted above also applies to the cause of Mr.
  ********** loss. As such, we maintain our position that there are no
  benefits payable for this claim due to the policy language quoted
  above.
  If Mr. ******** can provide us with documentation from his travel
  supplier confirming his flight was cancelled due to Strike, we will
  re-open this claim for additional review.
  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

  08/30/2023

  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 August 25, 2023 regarding the
  complaint filed by Mr. ********.
  Unfortunately, as stated in our previous response, there is no
  indication that Mr. ********** flight originally scheduled to occur on
  August 18, 2023, which was cancelled by the airline in July of 2023,
  was a result of adverse weather, a mechanical breakdown of the
  aircraft Mr. ******** was scheduled to travel on, or Strike. The
  exclusion quoted in our previous response also applies to the cause
  of Mr. ********** loss. As there was no new information or
  documentation provided by Mr. ******** regarding the cancellation of
  his flight, we maintain our position that there are no benefits payable
  for this claim due to the policy language quoted in our previous
  response to your office.
  
  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

  09/13/2023

  This is nothing more than the insurance agency dodging the duty to pay on a valid claim. No consumer can force an airline to provide them a specific reason on a given date as to why they canceled the flight. I would like to know exactly what we get the insurance for if we cannot use the insurance so again if you will not pay on a valid claim I want a refund of the insurance policy itself. Anything less would constitute fraud.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been over a month since I filed a claim for reimbursement for portions of my vacation for which the insurance policy was purchased. Original claim was filed on 07/07/2023. As of 08/02/2023 no one had been assigned to the case. I was told by an "Ambassador" that someone would reach out to me within ***** from 08/02/2023. I never received a call. I placed a call today, 08/09/2023, and learned that my case has been assigned but when put through to the claims adjuster all I got was voice mail.My policy cost me $478.96. I filed a claim for $$3,947.16 (due to flight cancelation, rebooking flight (as directed by service agent on the day of the cancelled flight), rental car and missed day of use of my vacation rental home). I filed all appropriate company documents as well as 19 supporting documents. I also wrote an explanation where I didn't just freely pay for re-bookings but negotiated to lower prices to save the insurance company money!Attached are the company documents plus additional rationale. At this time I am withholding from the BBB the supportive documents as they contain sensitive information such as driver's licenses, etc.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased travel insurance from this company for a trip that was supposed to happen 4/8/23-4/15/25. Unfortunately both my husband and I created positive for Covid around 4/6/23. I cancelled our trip immediately because we were both not feeling well and didn’t want to risk traveling while sick. I submitted all required documentation from the doctor and RedWeek but have still not heard a thing from this company. I have tried calling multiple times and just get the “virtual agent” which says my claim has been received. It is ridiculous that I can’t speak to a person, it is ridiculous that my claim hasn’t moved at all nor been assigned and it is ridiculous that I haven’t been reimbursed for the over $2000 for which I purchased insurance in the first place. I will be sure to let RedWeek know how lousy their partner is and I will never use this company again. Three weeks is more than enough time to get this closed out. I have used travel insurance several times during the whole Covid nightmare and never have I experienced such poor service. I fully expect to have to fight them for every cent even though the cancellation for illness is covered in the policy.

  

  Business response

  05/03/2023

  Response is attached. 

  Customer response

  05/03/2023

  This is a pretty cut and dried claim. Illness is covered. I provided all required information. I am not able to accept their response until the claim has been completed and paid. 

  

  Business response

  05/11/2023

  Follow-up response is attached. 

  Customer response

  05/13/2023

  
  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

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a one night stay booked on March 10 at the end of our vacation. We had paid $398.92 in advance and and purchased Generali insurance at an additional expense (policy **********). Our entire stay (10 days) had been going well, however, upon arriving at this property we were concerned immediately as it was ground level and mere steps away from a major multi lane traffic artery that is used 24/7. I was diagnosed by the Mayo Clinic with a terminal **** ******** IPF, and my wife and I have been made very aware of how dangerous this type of exposure can be for me. My wife immediately contacted the host (we were there under 5 minutes) who told us to go through the insurance and that she would report it to VRBO. As you might imagine, this experience was not only stressful but now had us spending the remainder of the day in frantic search for another place to stay. The claim with Generali was begun the day we returned and completed on 3/23/23 (they do not accept a submission until they have all their required forms). We then waited to hear the status of our refund request from 3/23-4/24! Having never heard back after submission, nor even learning the name of a claims rep, we were forced to call every few days for status updates. Incredibly, we only found out our claim was denied after calling again or we still might not have known. We then waited several more days for the promised "explanation of denial" which never arrived. After calling and speaking with Rylen Kochalka, our now "claims rep" we were told it was denied because I would have had to become ill at the property first and been treated at a clinic or hospital for the claim to be paid. This is insane as my pulmonologist's describes in his statement to Generali a stay at that property would have, "a high probability of (me) becoming extremely ill if exposed to poor air quality". The rep had a copy of our physicians statement (attached) yet it made no difference. The Generali rep then promised to send the explanation, however, it also never arrived. Since then I've also left two unreturned messages to Matthew Rooney, the supervisor. My wife and I are stunned at this insensitivity and dangerous reasoning.

  

  Business response

  05/03/2023

  Please see our response attached. 

  Thank you.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  WHY HAVENT I RECEIVED ANY INFORMATION ABOUT THIS CLAIM. THIS HAS TO BE THE MOST INCOMPETENT COMPANY KNOWN TO MAN KIND. I FILED THIS CLAIM AMD HAVENT HEARD ANYTHING BACK. I NEED MY $900 FOR A TRIP THAT CANT BE TAKEN IMMEDIATELY.

  

  Business response

  04/27/2023

  Please see our response attached. Thank you.

  Customer response

  04/27/2023

  
  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

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim in January with Airbnb because my daughter was injured in an AirBnB condo. She broke her leg. Every person that I speak to sends me the exact same response - copy and pasted. I was assigned a claims adjuster from Generali Global Assistance insurance company and they called ONCE, then completely ignored my every attempt at communication. Every single attempt. This is so unprofessional that it does not seem real! I contacted the Better Business Bureau and AirBnB replied to that complaint with the same exact copy and pasted email response. Finally, I filed a mandatory pre-arbitration dispute and that was ignored as well! This insurance company is completely ignoring me, as well as the company that they insure. My claims adjuster, ****** ******** refuses to provide me with an update on my case. In fact, they refuse to even communicate with me and has ignored all attempts at contact. My child has been having issues with her leg ever since. She is prone to re-injury and has already done so. This has created a MASSIVE problem both emotionally and physically for my child. No one is taking this seriously and my child is the one that must suffer. This is not fair. Something MUST be done!

  

  Business response

  05/01/2023

  Response is attached. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim a week ago and i have still yet to be assigned a case manager or even a refund almost $1000 that i spent on these flight. I need this claimed approved as soon as possible before i have to get with a lawyer in regards to this matter. Refund my money asap.

  

  Business response

  04/27/2023

  Please see our response attached. Thank you.

  Customer response

  04/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******6, 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

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complainant had booked a hotel Floridian Express Hotel Confirmation: ************* Expedia itinerary: *********55010 at Orlando, FL for 31st Dec, 2022 for $142.31. Instead of 'non-smoking' room as booked through Expedia and we were given smoking room. We were given a 'smoking' room despite we clearly asking for a 'non-smoking' during online reservation. My minor daughter and I were left with no other option on a new year eve as we had to spend the night there. We went to the room at 1.30 AM in the night and left the place at 4.30AM. We raised the matter with Expedia who in turn redirected us to Generali Global Travel Insurance OR Genarali Assistance & Insurance Services. This company takes 4 months to give a decision on a simple case. They totally manipulated and changed their notes indicating that I canceled the trip. Whereas my case is that we took the trip and never did any cancelation but were assigned a smoking room instead of non-smoking. I clearly informed them that "we did NOT cancel" but stayed at the hotel and paid all fees and that they can check with Expedia. Instead of reimbursing, they have denied our claim for $142.31 and have falsified our version. I asked them for three items (a) A non-PO Box address where legal notice must be sent (b) Contact details for your supervisor and (c) Copy of the Insurance policy that decided the refund on my incident. Nothing was shared. Seeking BBB's help for our claim for $142.31. Thanks.

  

  Business response

  04/14/2023

  Please see our response attached. Thank you.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a trip and purchased travel insurance with this company. Prior to departing the airport I realized that I had forgotten my medication at home. Due to this I had to cancel my flight as I could not go without my medication for four days. I submitted documentation from my medical provider supporting this. Yet, th3 company said my claim was not eligible.

  

  Business response

  04/11/2023

  Response is attached. 

  Customer response

  04/11/2023

  Attached document clarifies that I am unable to travel, per my physician which is a covered event, under the terms of my travel insurance. This is quoted from your response "must be so disabling in the written opinion of a Physician so as to prevent you from taking your Trip.”

  

  Business response

  04/19/2023

  Follow-up response is attached. 

  Customer response

  04/20/2023

  I do not accept the business's response as I believe I am covered per the memo from my physician stating I am not allowed to travel sans medication. It appears we have reached an impasse. 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased travel insurance through Generali for a VRBO vacation in ********, ** from 3/20/23-3/22/23. We were unable to go to that vacation due to winter storms in the area closed the roads on our travel day. I I filed a claim with Generali, & contacted Generali a few days before the vacation, as the weather report showed 100% chance of more snow in that area for our travel day. We decided to postpone our trip as the weather reports had been pretty accurate leading up to that day. around 3/15/23, i had not heard from Generali so i called them and was finally put in contact with someone who would talk to me about my claim (Claim #********-01). i was told by my claims specialist (****) that i needed to submit proof of the road closure. i sent that proof to **** on 3/20 via email. I was also informed by Generali that i would need to wait until after out checkout date to pursue the claim. I begun contacting Generali on 3/24 I have not been able to get anyone at Generali to answer the phone or contact me. please see below for contact attempts since the last time i have been able to speak with Generali. I am requesting a refund for the cost of booking my trip, which is $1,030.68. Vrbo Receipt is attached. 3/23/23 - I sent email asking for status of my claim. i received no response. 3/23/23 - called my specialists direct line (****, **************). No answer, i left voicemail. ***** returned my call. 3/23/23 - Called a second specialist that i was given by Generali (Amoya, **************). No answer, i left voicemail. ***** returned my call. 3/28/23 - sent another email asking for status of my claim. i received no response. 3/23/23 - called my specialists direct line (****, **************). No answer, i left voicemail. ***** returned my call. 3/23/23 - Called the second specialist (*****, **************). No answer, i left voicemail. ***** returned my call.

  

  Business response

  04/07/2023

  Please see our response attached. Thank you.

*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. ↩