Complaints

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

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  Generali Global Assistance

  PO Box 939057 San Diego, CA 92193-9057

  
• 

  Generali Global Assistance

  9797 Aero Dr Ste 300 San Diego, CA 92123-1898

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip 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

  Date: 04/11/2023

  Response is attached. 

  Customer Answer

  Date: 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

  Date: 04/19/2023

  Follow-up response is attached. 

  Customer Answer

  Date: 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

  Date:04/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 04/07/2023

  Please see our response attached. Thank you.

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need your help. I purchased an airline ticket to visit my daughter in Feb. I purchased from Expedia and bought the insurance like I always do. My daughter then called because there was a family emergency and asked me to come another time. I thought all was fine ** I bought insurance from Generali. They refuse to honor the insurance and give me a refund. I buy insurance for a reason.

  

  Business Response

  Date: 04/07/2023

  Please see our response attached. Thank you.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Generali Global Assistance Policy #********** including medical emergency coverage from General Global Assistance on January 14th, 2023 for a trip between 01/19-01/24. During the trip I suffered from a medical emergency. After returning from the trip I filed a claim on January 30th at Generali's Travel Protection Portal. My claim included detailed incident documentation, invoices, etc. It has now been 2 months since I filed my claim. As illustrated by the attached screenshot from Generali's Travel Protection Portal, they haven't even started to process my claim. That's both generally unacceptable and against their published claims policy ************************************************************** * have tried reaching out to their customer service and claims department. It's practically impossible to speak with anyone. Nobody answers emails, their phone numbers provide only automated options which are not helpful/applicable. My desired settlement is for Generali to process my claim appropriately within the next 14 days.

  

  Business Response

  Date: 04/05/2023

  Response is attached. 

  Customer Answer

  Date: 04/10/2023

  It's now been 2 months and 10 days since I submitted my claim. As demonstrated by the attached screenshot from Generali's Claims Portal, my claim is still in Submitted status indicating Generali still hasn't started processing it.

  As stated in Generali's response, they asked for clarification on some details of my claim on March 13th. I responded the same day. Generali clarified some of their questions on March 31st by email. As a result of this correspondence I discovered I had previously misunderstood Generali's request for Explanation of Benefits and medical bill. I provided the additional details Generali asked for on March 31st. I haven't heard back from Generali since. I wish to point out that it took an additional 18 days to resolve this partial shortcoming solely because of Generali's long response time.

  I believe I have performed my duties as a consumer and policy holder as well and promptly as can reasonably be expected. My position remains that Generali hasn't done enough to resolve my claim in a reasonable amount of time.

  

  Business Response

  Date: 04/19/2023

  Follow-up response is attached. 

  Customer Answer

  Date: 04/20/2023

  First of all, please review the video I made in the attached Google Drive link. It demonstrates quite clearly how all the requested documents, original and amended, are available and viewable in Generali's portal. As yourselves, if I can see them in Generali's portal, why can't Generali?

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

  From my point of view it feels that Generali doesn't want to make a sincere effort to actually resolve this matter in a timely fashion or is playing time to delay resolution.

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel protection through CSA Travel Protection in June 2022 for a trip to Oceanside, CA in October 2022. Traveling with 10 people. One had a death in their family 2 days before and was unable to go. Also, our flights were delayed causing us to miss a significant portion of the trip. Upon return I submitted all necessary documentation to CSA. I have sent countless emails and follow-ups and have been told multiple things like we are busy, we are behind, etc. However, on March 10th I was told we didn't even purchase a policy through them. Even though I have the policy number and all corresponding information they sent. This is a horrible experience and the dollar amount of 10 people traveling is not inexpensive. I wish I had never purchased their insurance because I would at least have retained the premium amount.

  

  Business Response

  Date: 04/04/2023

  Hello,

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

   

  Thank you,

  Allen 

  Customer Answer

  Date: 04/04/2023

  I do not have record of the conversation or being reimbursed. I recall being told I had to have the insurance. I went through all of the credit card statements that I had from the time of purchase and did not receive a reimbursement.

  Thank you,

  ****

   

  

  Business Response

  Date: 04/10/2023

  Hello,

  Please see our attached response for the follow up complaint submitted by Jeff ******.

  Thank you,

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

  Customer Answer

  Date: 04/11/2023

  Where is the refund or cancellation notification? It was never refunded, nor did I receive a cancellation notice. I did not cancel the policy.

  I have the email confirming the policy and can provide that if needed. Incredibly frustrating for this to be the response in attempt to avoid payment.

  **** ******

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance via this company for a VRBO vacation rental in Waco, TX. I purchased the insurance through the VRBO app on October 30, 2022. Our trip was scheduled for January 13-15, 2023. On January 4th I became seriously ill and on January 11th I was diagnosed with a serious health condition and my doctor advised that I could no longer travel to Texas, it would be too dangerous and I wasn't not well enough to board a plane. I cancelled the reservation on January 12th. I submitted the claim on January 16th. I was advised on February 5, 2023 that I needed to submit a specific form for the doctor's notice rather than the letter I had originally provided. I uploaded the required form on February 9th. On February 15th I was told the PDF copy of the form was "too small" to read so I uploaded it again that same day, February 15th. On February 18th I received confirmation of receipt. On February 24th I received notification that the claim was approved and I would receive a check for $2,207.45. On March 14, 2023 I submitted a query because I had not received a check and was told on a check had been sent on February 15th and it should have been received within 5 days. I sent a notice again on March 18th that I had not received the check and was advised another check had been sent and would be received within 5 days. I continue to receive notices via the claims portal but it is the same generic message that a check has been sent and should be received within 5 days. I no longer receive email responses only the computer generated responses in the eclaim portals. I believe I am getting the run around and that they have not sent a check and are doing this intentionally hoping I will give up. I believe they are being deceitful.

  

  Business Response

  Date: 04/03/2023

  Response is attached. 

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi: This is regards Claim# *********** and Policy# ********** Months after trying to deal with Generali to process a claim and refund for a cruise trip with MSC Cruises, I had to open a BBB complaint (compaint#19429015) and finally they did responded by March 2 confirming a refund of $803.14 which I received the check a couple of weeks later and closed the BBB complaint as marked it as resolved. Now there is a new issue: In the claim, there was an additional pending amount of $158.17 for pre-paid add-ons for this cruise trip that was pending to reimbursement because Generali asked for proof of payment, the assigned Claims Department agent Mr. ******* ******** committed with me via a phone call to confirm and process the reimbursement of the remaining $158.17 once he received via email the proof of payment . I sent all the evidence requested and proof of payment via email on March 2, 2023. After several attempts to have the claims agent and Generali confirm the receipt of the documents and process the reimbursement of $158.17, they never confirmed and don't answer my emails and had to recur again to open this new BBB complaint for help with this issue. Attached is email history and documents sent.

  

  Business Response

  Date: 03/31/2023

  Response is attached. 

  Customer Answer

  Date: 04/01/2023

  I called the MSC cruises reservations department (1-833-732-1934) today 4/1/2023 at 10:56am (screenshot attached) as requested by Mr. *********s response to this complaint. Their agent confirmed me that they don't generate separate invoices or receipts when a customer purchases an add-on, what they do as a standard operational procedure is they update the whole booking document package and re-send it by email to the customer. The agent told me that my option is to send you a copy of the credit card statement used to pay for this showing the date and amounts that those add-ons were purchased. I sent an email today 4/1/2023 (evidence attached) to [email protected] with a detailed explanation and documentation such as the MSC travel document package again, credit card statement showing the MSC charges for these add-ons for a total of $158.17 and a copy of this BBB second complaint.
  

  The documentation mentioned by Mr. *********s response to BBB such as requesting me to contact MSC to issue separate invoices or receipts from MSC to proof add-ons purchase is something that MSC doesn't do as a standard operational procedure as mentioned in the above paragraphs. This is unfortunate as this make customers lose time and efforts dealing with information requests that both companies bonded into a mutual agreement to offer Generali Insurance as the exclusive travel insurance option with MSC cruises lacks mutual understanding of their standard procedures to transparently have a process in place to avoid more complaints and misinformation.
  
  
  Attached is evidence of today's email and attachments sent to Generali Claims Dept. Waiting for a confirmation from your end.
  
  
  Very respectfully,
  *** ********

  

  Business Response

  Date: 04/06/2023

  Response is attached. 

  Customer Answer

  Date: 04/13/2023

  
  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. I'm including email received by the business on 04/07/2023. I will wait the 10-14 business days they ask for reimbursement process hoping that this will satisfactorily close this complaint.
  
  Regards,
  
  *** ********
  
   
  

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a trip insurance claim with said company on Jan 24th 2023. It took them a month to just assign a agent to my claim number. Once the claim was assigned, it took another month to get any information on what was going on. The assistants name is ******* ***** her information is ************ *** ****. I finally got my first email from her on March 9th 2023 asking for ALL of the documentation that I had already provided. I emailed back, and I called; not answer to either. So I waited a couple days and called back. Nothing! So I lodged a complaint against said rep. and magically the next day she called me. I told her that I send everything through their portal that they have with everything on there. She didn't even look before emailing me that. So now that I lodged a complaint with the company and told her that she has all that stuff, that magically appeared as well. Even with all the receipts that I had and all the proof from the travel she was not able to reimburse me the full difference amount of the Delta seat and I have no idea why. She did not explain. So now we are trying to get proof from the purchasing power company that my hotel was in fact $908 and I'm being charged that. I have called them and messaged them and I have given her EVERYTHING that I can get from this company saying that I paid that for the hotel, and she still says that she doesn't have enough. I have it highlighted! You email and you NEVER get a response, even tho she says to email. If you don't CONSTANTLY call, she doesn't even look for the "proof" emails that you send her that she is asking for. This company is HORRIBLE! They got paid for my travel insurance, I can prove it all. I WANT my money back from said trip that I paid to put insurance on!!! Attached documents are just a portion of the documents sent to prove what the claim is for. If you would like it, I would gladly provide!

  

  Business Response

  Date: 03/31/2023

  Response is attached. 

  Customer Answer

  Date: 03/31/2023

  I kept in touch with this company after stating that there was a claim assistant on the case and still nothing was getting done, and this was a month after I filed. 

   

  When I finally got a response email, the claim attendant emailed me asking for all of the proof that I had already uploaded. It was ONLY after I had FINALLY gotten a hold of her the story changed, "yes it was uploaded into a different spot." What do u mean? I uploaded into their claim portal. (See attached). 

   

  I was told that I would be compensated for the change in seat from the flight. Considering the parking and the other hotel was incurred because of said delay or interruption, I believe I should get that money back too. 

   

  I also had to FIGHT tooth and nail just to get compensated for the hotel room after sending everything I could and fighting with the other company for an invoice. Purchasing power finally contacted generali and now this is what has come about. This insurance is crap and I should have to fight so hard to get my money back. I proved everything to them, and they were Purchased to help me. Not treat me like this. 

   

  Customer service is not highest on their list as I have to call and email about 5 times before I ever her my assistant. And then I never had enough info. I sent them 2 damn packets. 

   

  This insurance company are crooks, I will NEVER use them again. I will never recommend either. I want compensated for everything extra that I had to spend. Not just what they think is appropriate as every extra cent was because of said delay. 

   

  ******

  

  Business Response

  Date: 04/05/2023

  Response is attached. 

  Customer Answer

  Date: 04/11/2023

  
  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:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance for $450.00 for our vacation last summer (june). Our flight was canceled due to not enough staff, we got a flight the next day for not 'comfort premier' we paid for. We lost a night automation in London that we pre-paid for. Next, both my husband and I got covid in London and could not go to Valencia for two weeks we had also paid in full. We had to book into a hotel at Heathrow airport to quarantine for over a week more expense. We contacted the insurance in late June and started the paperwork- after many months we had not heard anything, nobody answers the phone, and the complaint tel number is also not answered. After a while, someone said the man looking into our case left 4 months ago and we got a new person. They have asked us to resend the paperwork 4 times now and still no news now 9 months! Dreadful customer service never had this traveling before but first time using this company.

  

  Business Response

  Date: 04/07/2023

  Please see our response attached. Thank you.

  Customer Answer

  Date: 04/08/2023

  
  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:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see below as well as the attached letter. I was not able to enter or upload this on the BBB website:
  
  CSA Claim #*********** for Insured Nowak 
  
  
  
  I paid for the trip on July 22, 2023 which included the cost of the trip and travel insurance coverage. I paid the cost of $300  for the insurance to be able to cover myself in case something happened. I never received a receipt or additional documentation regarding the language of the policy. I still have not received a copy of that policy. I had to cancel my trip due to serious health issues, as documented by my doctor on 11/9/2023, after the travel insurance had already taken effect. I canceled immediately and provided a lot of documentation including giving Generali access to ALL of my medical records repeatedly as well as copies of my passport. I have done my due diligence to provide everything that has been asked of me. I am extremely upset about what has transpired. This situation has caused such agony for me as I was looking forward to this trip. I never would have imagined that I would have needed to cancel this trip, which is why I purchased the insurance. I am sending this letter as a final attempt to receive my money back. I paid $4500 for this trip. Everything that I have stated falls within the language of the cancelation policy so I do not accept your decision to not provide my refund. I have also tried on numerous occasions to contact ***** ******* at 800-541-3522 extension **** but have not received a response or any feedback. My next step is to take legal action and to report this situation to the media. This is my attempt to resolve this matter in an amicable manner because essentially, I just want my money back. If I do not hear from you within 30 days, my next step is to have my lawyer contact you as well as report you and this entire situation to the media channels. It is unacceptable that this matter has been handled in such a poor manner. I am a senior citizen on a very fixed budget and this is a clear example of you and your agency taking advantage of someone who is older.

  

  Business Response

  Date: 03/23/2023

  Please see our response attached. Thank you.

  Customer Answer

  Date: 03/23/2023

  I do not accept this decision. I am standing firm in the fact that I did not know that my trip would have to be canceled, therefore it is not a pre-existing condition. Everything that I experienced with my health condition falls under the "Trip Cancellation Benefit." My doctor clearly stated that on 11/9/2022, I was not allowed to travel. That decision was not made on 11/2/2022 so I disputing that decision. This was not a condition that was foreseen or was a previous pre-existing condition. Since Generali had access to ALL of my medical, they should have found NO documentation that the condition existed prior to 11/9/2022. The diagnostic test, examinations and everything that was done led to the decision that was made on 11/9/2023 not allowing me to travel. 

   

  I remain firm that I want my money back. I do not accept Generali's decision. 

   

  Please help me get my money back. 

  

  Business Response

  Date: 03/28/2023

  Please see our follow up response attached. Thank you.