Generali Global Assistance
reviews and complaints

I've been trying to reach a human being at this company for almost a week. Due to coronovirus scare, I wanted to check on my policy I purchased back in October through Homeaway for our trip. After going through CSA's automated phone system, I was advised the policy "is not in an issued status". Just guessing of course, since I can't actually speak to someone, but it would appear I don't have active coverage. I have had CSA on autodial for 8 hours a day, no one EVER picks up the phone. The automated system advises each and every time that you MUST leave your phone number for a call back, you do not have the option to hold for a representative Just for fun I read the ComplaintsBoard.com reviews. It appears that they NEVER answer the phone. Not even on a sun shiny day when all is at peace in the world. NEVER EVER EVER! No matter what. I researched every possible option and called very available number I could find. Each and every number has the same automated message. I have left my phone number for a call back numerous times and even faxed my documentation of payment to a fax number I found on ComplaintsBoard.com...NO RESPONSE! I totally understand things are a bit crazy right now and CSA is being bombarded with customer calls regarding the virus and their coverage. Irregardless, these people (me included) paid CSA in good faith for coverage and our attempts to contact someone should not be met with absolute and complete silence! We leave (hopefully) in three weeks and I have no idea if I even have insurance coverage should there be a travel ban, etc. I wish I had better researched this company before wasting my money.

I have been emailing and calling customer service since April 10 to cancel the policy associated with a vacation planned for late June , and request a policy refund. I was able to cancel the vacation with HomeAway/VRBO on April 10 and received confirmation of the cancellation on April 11. I have provided the vacation cancellation information multiple times to Generali Customer Service via email, only to have them respond weeks later asking for the same information I provided in my initial emails to them. I have also called customer service numerous times since April 10 to no avail. During the calls, I am placed on hold for about 10 minutes and then disconnected. Today, I tried calling and noticed there are now different menu options. One option allows you to cancel the policy. The system found my policy but then informed me that the policy cancellation window had closed. However, I have been attempting this action since April 10, well within the cancellation window period. I am completely and extremely dissatisfied with the level of customer service I have received. I understand customer service has been overwhelmed due to COVID-19 concerns but this has been on-going for nearly 3 months for me, without resolution. That is unacceptable. I simply want to cancel the policy and be issued a refund. I have adhered to policy requirements and there is no reason I should not have received a refund or communication confirming the policy cancellation at this point unless the company's intent is to NOT honor my cancellation request and NOT issue a refund. The next step for me is filing a claim with my credit card company.

I legitimately do not understand how this company is still allowed to profit on people. I had purchased vacation insurance to cover my trip to Florida, and this coverage was purchases prior to Minnesota's Stay-At-Home order due to worldwide pandemic. Once it became apparent that a vacation to Florida was not going to be deemed 'essential travel', as well as the beaches being closed, my family did the right thing in cancelling the trip, which this vacation coverage is no longer willing to honor. The biggest joke to all of this was the response to our claim, where it was indicated that we should have known this was going to happen as early as January 29, which seems to be an entirely arbitrary date considering coronavirus was not deemed as a pandemic until mid-March. In addition to all of this, both my wife and myself are deemed as 'High-Risk Individuals' in regards to the Coronavirus pandemic. I am a diagnosed ***, and my wife has the chronic condition ***, which severely compromises her immune system. Therefore, on top of our Stay-At-Home order, we both felt it was in our best health interests to stay at home, as any contraction of the virus had much higher odds of being fatal to us; however, according to your claim denial, you believe my wife and I should've risked it, and our apparent cowardice is reason enough for this company to deny our claim. I attempted to contact Customer Service on the phone, where the company disconnected the phone line while I was on hold. It is apparent the company does not care about the health and well-being of its customers; however, I firmly believe they need to honor their business obligations, and should be investigated immediately.

We booked through a vacation rental and purchased trip insurance. We had to cancel the trip prior to travel. We called the trip insurance company 08/02. After weeks of no communication, we contacted the insurance company on 08/24 to attempt to receive a refund. We spoke with our claims representative. We had been exposed to Covid days before our trip and advised by our Family Dr to quarantine for 14 days - which would have included the days we intended to travel. In addition, a travel companion lost their job and would be unable to travel. Both reasons were covered under our purchased policy to receive a full reimbursement for our trip. Our claims representative expressed that we had 30 days to provide proof. We provided such proof 08/26. We received no communication following until we were notified that on 09/22 our case was closed. Not after 30 days, but 29 days. We called on 09/23 to speak to the claims representative. He was unable to give any reason why the case would be closed early, or why there was no further communication. We were asked to provide additional information. We emailed the requested information 09/23. After a number of weeks with no communication, a phone call was made to the claims representative on 11/17. The claims representative confirmed that the information requested was received and that they were still processing. An email was sent to the claims representative on the same day to confirm a phone conversation was had. On 01/24 a phone call was made and a voicemail message was left. Followed by an email to confirm contact was attempted. We have since called and have been unable to reach a resolution because "the servers are down". What a scam.

I wish to file a complaint regarding the lack of communication from your insurance company with regards to the process of evacuating my sick mother from ***. *** was going through major Civil unrest (which lasted 19 days-no water, no gas, limited food availability); all roads were blocked and there was no access to the airport. The situation for my mother who was on vacation in *** at the time, as reported by me in numerous telephone calls and emails, was particularly critical as she had a prior liver transplant and was running out of life saving anti-rejection liver medication, insulin, and other vital medical supplies. The reason for me contacting your insurance company was to assist in evacuating my mother as, with only limited amounts of life saving medications and her inability to get further medical supplies, would have meant her inevitable death if she was unable to leave the country.As you will see from your files and recorded messages, I first reported this incident to you on June 28th. Initially I had some communication with ***, Al and one of the nurses, and subsequently emailed all the required documentation that was requested. At all times I was reassured that I would be kept fully informed of the steps that your company was taking to evacuate my mother. The last time I had any contact with your company was June 30th and there has been total silence from your company ever since.I was left distraught and in a state of high anxiety that your company had no longer remained in contact with me. Furthermore, my mother was left in a perilous state in that I could not report any further progress on help for her and she felt hopeless. The facts speak for themselves-you abandoned my mother, and as far as I was concerned, you walked away and left her to face her demise. On July 5th I called your company and one of your staff members confirmed that my case had fallen through the cracks. This is totally and utterly unacceptable.

I am outraged by my experience with this company. I filed a claim for cancelling a trip 2 days after my husband passed away very suddenly. I reached out multiple times by email and phone with no response. When I called in, I could only reach customer service, never my claims rep. The one time I spoke to my claims rep, he assured me he would call me the next day. I didn't hear back from him for another month. Additionally, when I did hear from him, I asked for his supervisor's number. He gave me two numbers and assured me would reach his supervisor. I tried both numbers and both took me directly back to customer service and not a supervisor. I was lied to directly more than once. I submitted all required documents, including my husband's death certificate. A month later, they reached out and requested additional documentation, including a physician's statement that requested the treating physician to make a statement that they advised us not to travel. My husband DIED! What kind of request is this?! It took 4 months to receive a payment and only after many times of me reaching out with no response. I received emails that said I was paid. I was not. I looked on the portal to find it stated I'd been paid at least 20 times on various dates. Today, I FINALLY received a payment in my account. To top off the horrific experience, my claims rep (***) reached out to me this evening to apologize and to tell me that there had been yet another error in processing my payment. He had *** IDEA I'd received a payment TODAY. The day I get my money, he calls to tell me I'd not gotten it. I again pointed out all of the flaws in the process and eventually got hung up on for insisting on speaking with someone in a leadership position. Oh, ***, before I received my payment, I got an email with a satisfaction survey. It was such an outrageous process to go through after the tragic loss of my husband. DO T RECOMMEND! If I could rate them lower than a one-star, I certainly would. "

Aug of last year-my family purchased our airline tickets/ travel insurance w/ JustFly for Philippine Trip. Asiana Air was the carrier that departed Feb and supposedly our return flight was end of Mar. On the twelfth of March-The Phil President initiated their Lockdown for Travel Alert. We contacted Asiana Air & JustFly but to no avail; phone lines were off the hook. Called CSA Generali (for the purpose of "Trip Interruption" we purchased) spoke to live person- Natalie Gomez Case Mgr. Explained the entire situation that "if we don't leave Manila immediately we will be stuck there indefinitely due to mandatory lockdown". She diverted us to another agent who helped us get another return flight tickets that we had to pay OUT OF POCKET to ANA Airlines so that we can leave on the earliest flight back to the US. On the same note, she emailed and advised us to "Please keep all receipts, invoices, and any additional documentation for the claim-process, and submit your claims for consideration of reimbursement to them with the attached claim forms." We did exactly that upon our arrival in the US. Lo and behold it took two months after all the countless follow up emails to CSA Generali-they finally responded and stated, "The policy purchased provides Trip Interruption benefits for interruptions resulting from specific covered events. It also states, "We will not pay for any loss under this Policy, caused by, or resulting from... travel restrictions imposed for a certain area by governmental authority...". The reason for your interruption is not a covered event, therefore, we are unable to provide coverage for your claim. However, due to the difficult circumstances, we wish to make an accommodation and provide you a voucher for the full amount of the premium you paid to be applied to a future trip. You do not need to call us, an email will be sent to the policyholder email address on file with all voucher information in the next few business days" The reason why people purchase travel insurance is the exact reason of emergencies. Now that I'm reading all the complaints. This company is very shady, immoral and inhumane.

I'll have to agree that this may be a scam. I purchased travel insurance for a cruise that was cancelled by the cruise line for March. After first refusing my claim for a "voucher" they decided to issue a voucher for a future trip. When I applied the voucher for a trip in August they charged me almost half again more and if I didn't pay the extra money then they wouldn't insure the trip. So, I paid the extra, and insured the trip which the cruise lines cancelled again because of CDC and Canadian government restrictions on cruising. So, the cruise line transferred the cruise to August 2022. My travel agent recommended that many travel agencies would be agreeable to transferring the insurance to the August 2022 cruise. When I called to transfer the cruise the agent wanted even more money to transfer. I think this agency changes it's sales premiums day to day. I said that I had paid them a total of $1,125.38 and I just wanted to transfer the existing policy as my TA suggested. The agent wouldn't do it. So, I finally found a customer service rep after many attempts to reach a person. He agreed to adjust the policy to the amount I had already given them. He told me to write down the new policy number and told me that I would be receiving a refund of $332,70. On March 25 I received a letter telling me the original policy 20019W1586-R2 had been cancelled and my plan cost had been refunded. I was refunded $104.10. This company's management takes no responsibility for customer service. Even an insurance broker who offered to help me couldn't get me a copy of the new reduced policy or a refund of the amount offered. He talked to an official at Generali who had a customer service rep call me to sort out the issue. The rep called on April 26th and tried to get me to pay more money to transfer the policy. I told him what the previous rep had done with the new policy # and promised refund. He found the notes in my file but could not help me. He referred it back to (?) and said someone would contact me in two days. It is now April 30, no one has called me and this company refuses to give customers the name of anyone who can resolve issues. For the first month every time I called to talk to someone I was told their computers were down. I need the name of the person who can resolve this issue.

Dealing with this company has been a nightmare. I had planned a trip from my home in Arkansas to the Florida Gulf Coast Feb 18-22. I opted for travel insurance due to the COVID-19 pandemic. I should have read reviews before purchasing the policy. In the week prior to my trip, Arkansas (as well as Louisiana, Mississippi, Alabama) was hit by the worst winter weather that we have had in over 100 years. I was worried the road conditions would keep me from being able to travel. I called the resort to discuss my situation and they suggested I cancel my reservation and file claim as this is an event that is covered. I called Generali to discuss my plan to cancel and start a claim. I was told by the technician that this is the reason to buy travel insurance and it should not be a problem to file claim and be reimbursed. I filed the claim on the phone as well as started the claim online, submitted my bank statement, articles from National Weather Service, the local and state news and all documentation to show proof of the event. Generali contacted the resort to verify the info and the GM of the resort verified my claim and that I was trying to do everything according to protocol. I called Generali customer support several times to check the status of my claim. Twice, I waited on hold for 30+ minutes. Once to be hung up on and the second time to be told it could be 90 days before I hear anything. The third time I spoke with an agent who informed me the servers were down and she did not know how long they had been down or had no idea when they would be back up. I am sure the servers that sold the policies and processed payments were working just fine. Finally on April 12, almost 2 months I received an email telling me the claim had been denied because I did not provide specific information that showed the exact roads I would be traveling were closed. Every road in the state was covered in 12" of snow and ice! I provided half a dozen YouTube videos of newscasts, statewide news articles, websites, National Weather Service stories, and more. I do not think a vacation is worth risking the lives of myself and my family, nor the other travelers on the road. It seems to me this company is running a scam. I will never purchase travel insurance again (especially from this company) and will be sure and tell everyone I hear mention they are even THINKING of going on a vacation to stay away from this horrible company. I hope they get sued and go bankrupt. I wish their claims department the worst vacations ever.

In July, I booked a surprise trip to ***, *** for the week of October 16th to the 23rd for my Wife to celebrate her 65th birthday and our anniversary. Upon telling our kids about the surprise, the decision was made to try and get an additional week since both of their anniversaries are in October also. An additional week was secured (October 23rd to October 30th) at a neighboring location from a different rental company. Travel insurance from CSA Travel Protection/Generali Global Assistance was recommended by both AMI Adventure Rentals and ***. (The companies who rented the houses to me.) The house rentals and insurances were paid in full and all was in order.On September 21, my wife ***, twisted and strained her back so bad she could hardly stand, sit or sleep for any length of time. Since we were going to drive to *** so we had our own car there for transportation, she needed to be able to sit for the trip. My wife has had back issues in the past and has been seen by our physician. After having sciatica several years ago and being treated by a chiropractor, this was the first step made since the trip was not far off. After evaluation and Xrays, acute treatments commenced 3 times a week per the treating Physician, ***. *** recommended *** not taking such a trip still in pain and the gap in treatments would be a detriment to her recovery. The Rental companies and Insurance company was immediately contacted and the trip canceled. The insurance company policy required a waiting period till after the initial rental date had passed in case the property could be re-rented. After October 30th, a claim was made for recovery of the cost of both rentals and all required paperwork was submitted. A request from CSA Travel Protection for a statement from the attending physician was requested and we sent the forms filled out by the doctor as to the seriousness of Debi's condition. On or about November 30th, we received a letter stating the insurance was not responsible since they do not recognize a chiropractor as a physician. A paragraph from the denial letter states:The policy then defines a Physician as, "a person licensed as a medical doctor by the jurisdiction in which he/she is resident to practice the healing arts. He/she must be practicing within the scope of his/her license for the service or treatment given and may not be you, a Traveling Companion, or a Family Member of yours."This seems like a gross example of "splitting hairs" as her pain and discomfort is real and *** went to a chiropractor as the best choice in the "healing arts" for her muscle pain. At this date, *** is still continuing treatments for her condition.We are out a little over $3,500.00 for this vacation and since we are both in our 60's, it's hard to absorb this loss.I would not recommend the *** or AMI Adventure Rentals since they recommend their clients to buy travel insurance from CSA Travel Protection-Generali Global Assistance. We paid in addition for this travel insurance in case a health issue would happen...CSA Travel Insurance is truly a RIP OFF.Thank you kindly for reading my review.

Started calling March 24 to ask about filing a claim. Have made unlimited calls but was placed on a 1 -2 hour hold each time. I wanted to talk to someone about a claim but NEVER HEARD from anyone. I did get an e mail sometime in April saying CSA would get back to me and even had a "claim" number in the e mail even though I had NEVER even filed one as I wanted to speak to a live person first. Tonight I got an e mail saying "We have reviewed the information provided regarding your recent travel disruption. Unfortunately, the cause of loss is not due to an event that is covered by the plan you purchased." How can GLOBAL (CSA) come to this conclusion as I have never ever been able to actually FILE a claim and given my reason? This is absurd! 3 / 24 - Called; two hours on hold - no message to leave phone # Called again two hours on hold - no message to leave phone # 3 / 25 - Called two hour on hours - no message to leave phone # 3 / 26 - Called two hour on hours - no message to leave phone # 3 / 28 - Called one hour on hours - gave up 3 / 29 - Called and after an hour I did get a message to leave my phone number which I did but no recorded reply saying they got it and someone would call back 3 / 30 - Called and after 90 minutes I did get a message to leave my phone number which I did but no recorded reply saying they got it and someone would call back 3 / 31 - called three times NOTHING 3 / 31 - got this e mail: CSA Travel Protection Claims team has received your email correspondence regarding your claim. We are reviewing your submitted claim forms and documentation and will contact you shortly if any further information is needed to process your claim. Please visit www.csaclaims.com Frequently Asked Questions section for further information. We thank you for your patience as we experience high volumes at this time of year. Thank you for insuring with CSA Travel Protection! CSA Travel Protection Claims Team 3 / 31 - e mailed you 4 / 1 - Called and after 90 minutes I did get a message to leave my phone number which I did but no recorded reply saying they got it and someone would call back 4 / 4 - got this e mail: CSA Travel Protection Claims team has received your email correspondence regarding your claim. We are reviewing your submitted claim forms and documentation and will contact you shortly if any further information is needed to process your claim. Please visit www.csaclaims.com Frequently Asked Questions section for further information. We thank you for your patience as we experience high volumes at this time of year. Thank you for insuring with CSA Travel Protection! CSA Travel Protection Claims Team 4/ 8 - got this: Hello, Here is your requested claim packet. You may submit claim forms to CSA Travel Protection - Generali Global Assistance by: 4 / 8 - called them and got the same reply as from April 4 4 / 9 - Got This: Dear Paul Dowling: CSA Travel Protection - Generali Global Assistance represents Generali as the administrator of the travel protection plan that was selected. On this particular claim: We need you to provide the following information: Actual proof of payment for your trip in the form of photocopies of the front and back of the cancelled check(s) used to pay for your trip and/or a credit card statement showing the actual charge(s) for your trip. Invoices are not accepted as actual proof of payment. IMPORTANT: Please submit the requested information within 30 days if you would like to pursue this claim. If we do not receive this within that time period, we will assume that you no longer have a claim and will proceed to close your file. However, if the information is received after this time period has passed, we will simply re-open your claim for further processing. SENT THEM THE INFORMATION THEY REQUESTED THAT DAY 4 / 9 - called them and got the same reply as from April 4 4 / 16 - called them and got the same reply as from April 4 4 / 17 - Called them and after an hour spoke to someone who said that they were waiting for a rep to be assigned to my case and that might take up to 3 weeks and then after I spoke to the rep it could take maybe up to a month to make a decision 4 / 23 - called and 45 minutes later got a live person who said I should definitely be getting a call froma rep by May 8 or before. She did give me a claim # that was different from the claim number from April 9. New claim #: 20100P00005 5 / 4 - Called. After 90 minutes on hold they hung up!

Claim number [protected]-01

My wife and I went to Maui and got caught in the Lahaina fire disaster. We had to shelter in place in the hotel with no power or food and the hotel became a evacuation site for those fleeing Lahaina. Needless to say we did not get a vacation but rather a terrifying experience. As soon as the highway opened we were instructed by emergency services to leave the island and lead back to the airport by National Guard stations. We filed the claim above almost a month ago and have not heard back from anyone, Feels like Generali just takes your money and runs as soon as they are on the hook for something. I have stayed on hold forever with customer service to no avail. I feel like a lawyer will have to get involved to get this resolved.

I bought travelers Insurance from generali. I had my passport stolen out of my hotel room in Puerto Vallarta, Mexico. This insurance company not only is incompetent it is outright fraudulent. They offered absolutely no assistance during my vacation I was given a telephone number that put me on hold for hours and went invoice loops. Please hold weight for somebody and then it would loop me back to the beginning menu over and over and over. Thank God for American Express. and I am talking about international emergency travel services that work completely unavailable. I have filed several claims. every time I attempt to file a claim online it says an error occurred after I spend an hour filling out the forms. I have emailed and faxed my claim to them and it has gone unacknowledged and they tell me that they have no information! This is after weeks of waiting for a text message because nobody replies I've not been assigned an agent it is the most disgusting obnoxious loathsome it legal excuse for an insurance policy I have ever experienced in my 57 years on this planet! This company needs to be shut down and burned to the ground. I do not know how they stay in business it is the biggest scam I have ever encountered and it is so maddening and infuriating it is beyond reproach. this is an insurance company that is supposed to aid people who are traveling and they quite frankly don't give a horse's patootie about anything! Again I cannot stress how disgusting an offer this company is. It is the worst experience I have ever had with any company ever! please provide information so that I may sue them I can't get an address and they are not responsive in any way shape or form I reiterate reiterate reiterate.

We and another family had booked a house through VRBO to go to Palm Springs from February 26th-March 1st. We bought the cancellation insurance offered during our booking. Unfortunately I *** , fell ill on Thursday evening February 25th, I had cramping , diarrhea and nausea which ended up lasting for 4 days ( it was not covid I got a negative test) . On February 26th I consulted my Dr , Dr *** who is a licensed Naturopathic dr at T *** in El Segundo and she agreed that I could not travel and provided the proper forms the insurance asked for to prove I was ill and for us to get refunded. Today March 11th the insurance company has refused our claim because my Dr is not a MD but a ND. In the state of California an ND is recognized as a dr and can give diagnosis and treatments. She is my main care provider and partially covered by my health insurance. On our contract it is written:The policy then defines a Physician as, "a person licensed as a medical doctor by the jurisdiction in which *** is resident to practice the healing arts. *** must be practicing within the scope of his/her license for the service or treatment given and may not be you, a Traveling Companion, or a Family Member of yours." We respected all the criterias , I consulted with my dr and she filled out the papework. This is discriminatory against Naturopathic Dr and clients who choose to have them as their primary Dr. If there goal is to have proof that I was sick and justified to cancel, they have it, then they have no reason to deny our claim. They even told us on the phone that they would allow a Nurse Practitioner to fill the forms ... That is ridiculous, a nurse yes, but Dr no? They cannot go above the state law and decide that a Naturopathic Dr cannot give a diagnosis when they are licensed to do so. I appreciate your help in resolving this issue

My VRBO reservation was cancelled and I submitted all requested info on CSA website (https://homeaway-travel-us.eclaims.csaclaims.com- my password is RefundFull2). I informed CSA that "Our Governor Cuomo and the Mayor of NYC where I am employed have us under continued quarantine. Home away also suggested I contact the home away owner, which I did, and she has provided a complete refund. The only remaining g refund is from you." I received this email from CSA on 4/15: Reservation Number : *** Claim Number : *** Policy #*** Dear Traveler, This is to confirm that CSA Travel Protection-Generali Global Assistance has received your Trip Cancellation claim filed on 4/15 for reservation Number ***. You may login to the eClaims portal to: Submit required documents electronically; Send comments regarding your claim; Track the status of your claim.I emailed, no reply. I checked the website several times and also called 5/[protected]) and after placed on HOLD FOR OVER 30 minutes, I was disconnected and told to send an email! ALL PERTINENT DOCUMENTS WERE SENT- INCLUDING CREDIT CARD PROOF OF LODGING CANCELLATION AND REFUND BY HOMEOWNER FROM MY BANK OF AMERICAN 5/10 STATEMENT- POSTING DATE 4/13 VRBO CREDITED BOA ACCOUNT $492.50 (REF#4611); $397.50 (REF#3119); $300 (REF#3424). ALL THAT REMAINS TO BE REFUNDED IS THE UNUSED CSA TRIP INSURANCE AMOUNT OF $54.73. VRBO refunded in FULL with NO penalties; yet CSA now says "since their policy expired, I have to prove cancelled without penalty...which I already did! and they won't let me re-send the same info in an email (why not?) and insist I go to website, but when I go to website, it only lets me request a voucher for future travel which must be used by 12/31 (I think?) instead of full refund. I AM NOT TRAVELLING THE REST OF THE YEAR BECAUSE OF COVID. THIS COMPANY IS GOUGING CONSUMERS. PLEASE HELP ME GET MY MONEY BACK DURING THIS TIME OF NEED. Thank You!

On December 7 my husband and I purchased travel insurance when renting a home on VRBO for the amount of $924.16. On December 14 we had to cancel the trip and submitted an online claim for reimbursement. We incorrectly submitted the information and on December 15 we were sent an email stating they would need medical records to show my father-in-laws illness. So on December 16 we submitted copies of his medical records to CSA online. December 17 we were sent an email stating we needed a physician's statement. No other information was given in that email to us. My father-in-law's doctor took a few days to write the letter and get it to us, but we submitted it online as soon as we received it. January 7 we were sent an email stating a physician's letter would not be accepted. The doctor had to fill out the forms that were online. We were not told about these forms until January 7. We printed off the forms and dropped them off at the doctor's office for him to fill out. When we received the completed forms on January 12 from the doctor, we tried submitting them online but couldn't. So we started a new claim with the online forms filled out by the doctor. They emailed me stating that a voucher was already sent for the $56.84 to be put toward another trip. I sent an email explaining that we were not told about the online forms until after they had sent the voucher. We were not told in a timely manner nor were we afforded time for the doctor to fill out the forms. They sent an email on January 13 stating they needed the physician's statement. I had already submitted that form twice, but I submitted it a third time that day online. I was sent another email on January 13 stating the illness did not occur during the coverage dates despite the physician writing the illness started on 12/10 in the letter and on the statement. The company is now requiring more medical records.

First off I would like to thank the ComplaintsBoard.com for being there for consumers. My complaint has to do with the way two different Insurance companies have handled a request for Trip Cancellation Policy Insurance Coverage. One Insurance Company which is not CSA deserves a big Thank You. Prior to leaving for a long anticipated vacation to Hawaii, my left knee locked up. I was immobile & obviously could not move properly. My injury occurred on February 29th & prior to the Covid-19 Pandemic making a complete mess of everything. We were scheduled to leave on March 3rd. I made an immediate appointment with my ongoing Orthopaedic M.D. for March 4th. I have been receiving treatment for my left knee from my Orthopaedic MD for the past 7 years. I received a Cortisone shot to reduce inflammation so I could function & walk without as much pain. My left knee on the medial side is bone on bone. I submitted my current Doctor's notes & past medical history to Allianz insurance which covered the airline ticket portion of our Trip Cancellation Policy. They paid almost immediately after the claim was filed. Thank You Allianz Insurance! I sincerely hope your company weathers this pandemic. In terms of CSA / Generali Insurance, my initial claim was filed on March 1st. I heard nothing from them until they sent an email on April 3rd to my wife's email. This caused a delay in answering. They requested an additional Physicians Statement & additional Patient Release Form. I had submitted the same past patient history & the same Doctor's notes from my Orthopaedic M.D. which Allianz used to issue a full refund. The Physicians Statement was completed by my M.D. & submitted on 04/16. We will never use VRBO again or have anything to do with CSA / Generali. If you have a legitimate medical injury, CSA needs to pay the claim. CSA seems they will do anything to delay & to not pay out any legitimate claims for a Trip Cancellation Policy. *** Claim #: ***-01

We paid $250.06 for a CSA Travel Insurance plan. We thought at first it would be a good idea, just incase we had an emergency, We trusted that it was a legit company, since it was offered through VRBO's website. However, after reading through their contract, we decided it was not for us, and we called the company to cancel our policy, well within our 10-day cancellation period. Initially my husband called and was told by a CSA representative that their computers were down and that they would call us back, regarding our cancellation refund, just as soon as their computers were back-up and running. A few days later, we called again, and we were told the same thing again. At this point, we decided to email the company, so that we would have dated documented proof of our cancellation request, since we were still within our cancellation period. A representative emailed us back the following quote: "Thank you for your email. We will process your policy cancellation as soon as possible. Please rest assured that this request will be completed without the need to reach out to us again. You will receive your cancellation confirmation at a later time." Several days later we still had not received anything else from the company, so we sent another email asking for our refund. A CSA company representative sent us this quote: "Thank you for your email. We apologize for any inconvenience that this may have caused you. However, we do not yet have a timeframe for when we will be able to complete your request. Rest assured that as soon as we are able to, we will work on completing this request without you needing to call us back. Thank you for your patience." At this point, what do we do? We honestly don't think we will ever see our money again! The company can't even send us a cancellation number or give us an estimated time of when to expect our refund. By all accounts, this does not appear to be a company following legitimate business practices.

I was scheduled to rent a house (Homeaway/Vacasa) within driving distance of my home from March 16-20,2020. I made the reservation on 3/11. On 3/13, my workplace was indefinitely closed due to an employee testing positive for COVID19. That day, I was contacted by the local department of public health who indicated that I may have been in contact with this individual and I was "medium risk", requiring home quarantine for 14 days. So I was unable to travel and sought to recover the money that I paid for this trip that I could take. My trip was covered by travel insurance through Generali (formerly CSA) which I elected for a fee ($76.74) when I made my reservation through Homeaway. Upon request from Vacasa, I was informed that they would not refund the amount of the rental and indicated that I should contact Generali, the travel insurance carrier. I waited several weeks after claim submission having provided all requested documentation, including a letter from the Wisconsin Public Health agent overseeing my quarantine. Generali, however, rejected my claim on 4/13 stating that my exposure and quarantine occurred prior to the policy effective date (3/11) excluding me from payout of benefits. I contacted the agent who confirmed this. I explained that there was a misunderstanding as follows: the health dept assessed my possible exposure as being on 3/9, but I was not contacted by the public health department until 3/13, after the employee with COVID's test had come back positive. My quarantine was 14 days from the date of exposure. The agent indicated that I could submit a clarifying letter from public health but that it might not be considered, despite my policy appearing to state differently. She did not explain why. I submitted the clarifying letter from public health (which had my agent's contact information). This letter was summarily rejected and not even considered by Generali. They re-rejected my claim with no payout.

On February 10, Myself and 13 friends and family rented a lake house in South Haven, MI from April 23-26, 2020 for my birthday. In addition to the lake house purchase, I purchased a travel protection plan from CSA Travel Protection/Generali Global Assistance Policy number *** for a vacation property in South Haven, MI. During that time of purchase my insurance plan mentioned nothing about COVID19 limitations, restrictions or exclusions. The policy does mention that Being hijacked or quarantined and involuntary termination of employment or layoff 14 days or more after the coverage has taken effect. I filed a claim on April 7 for quarantine and involuntary lay-off because the state of Illinois, Michigan and Indiana had placed strict stay at home orders which were extended) on all residents which were location myself and friends/family stated. I called Generali Global Assistance 3 times in which each time I was on hold for 25 to 30 minutes and the call hung up. They automated system stated they received my claim and that it will be assigned to an adjuster in which they will contact me with details. On June 11, they denied my claim stating that the Corona virus outbreaks was a foreseeable event and plans purchased after January 29 along with there opinion that stay at home orders are not considered quarantine as they are not enforced isolation however you could not cross state lines during that time. I called and spoke with someone (in which I had to choose a different prompt unrelated to claims) and I explained my disappointment and the fact I believe their processing was suspicious was do to a high volume of COVID19 claims and my claim should be fully reimbursed for $2413.35 not the cost of the insurance purchase for $152. She transferred me to the adjuster voicemail and I have yet to hear back from them. They took over 60 days to respond to my claim via email and will not allow me to speak with someone in person.

Booked condo in Pensacola, FL for 10/07-10/11. Cat 4 Hurricane Delta was to make landfall on Fri 10/9. Denied refund and travel insurance pay. Our trip was planned for Wed 10/7 - Sun 10/11. Cat 4 Hurricane Delta was to make landfall on Friday 10/9. A state of emergency was issued by Escambia County on Tue Oct 6th. With a state of emergency declared, it was not safe to travel to Pensacola the following day for our Oct 7-11 stay. We submitted a claim to the travel insurance company and contacted Southern Vacations that we would not be coming. With Hurricane Delta headed towards the Gulf coast and the rental being in Pensacola which was located in the cone of uncertainty for several days before our planned departure date, it did not seem safe to travel in a state of emergency. The travel insurance provider was very difficult to get in contact with and work with over the phone. The website to submit claims rejected all forms of documentation (word, pdf, rtf, etc). I spent many hours receiving different answers from people at the travel insurance company, many who seemed confused by my questions or unable to answer them. We are able to provide phone records below for the numerous numbers I had to call to reach a person who could provide assistance. These are all phone numbers associated with CSA Travel / Generali Travel Insurance I finally was able to submit the claim. A claim was submitted on 10/5. On 10/12 they denied the claim stating we did not fall into any of these categories of a covered event. One of the categories was mandatory evacuation which if issued, would have come as an order on Thursday 10/8, one day after our arrival. We then would have been caught in the evacuation of an island with only 1 way on and off the island on a damaged bridge. As nonresidents of Pensacola Beach we did not need to be there contributing to the quantity of people evacuating nor did we need to be traveling to a place that had an issued state of emergency.

I wanted to fill in a complaint before an entire year has passed since I first filed my claim (I think there is a year max to file here). Generali had denied me repeatedly There are 2 issues. 1. I had multiple polices as I had 14 checked bags, and 2 large carry-ons. I bought a policy through TripAssure-A Tripmate Brand and Generali - formally CSA. The first thing Generali said was that because TripAssure sends their claims to Generali to process, that they are now one company and will only accept 1 claim. Their email: We understand that you are filing a baggage loss claim that occurred while on your trip. Please note, you also filed a claim with us for the same loss. That claim number is [protected]. The policy states, "You may be covered under only one travel policy with us for each Trip. If you are covered under more than one such policy, the policy with the higher coverage limit will remain in effect and the maximum benefit limit as stated in the Schedule of Coverage of such policy will be the maximum benefit payable in the event a claim occurs." 2. Generali has repeatedly said the police report I sent was not stating exactly what they need or want. I've gone back to the police station 3 times now, 3 letters sent and translated. They've been in possession of the 3rd police report since June 1st and continue to say its with the underwriters. The document clearly states the police station was closing as I went to report the incident. They took my info and the suspect description and required me to come back the next morning to complete the report as they said they were closing and could not complete it then. Their hours and phone number are on Google (Google Siem Reap Tourist Police). Generali has said that because the police stations opening/closing hours do not overlap with their operating hours, that they cannot verify with the police; as if this is my fault and I should pay consequences for traveling to a new time zone - they sell travel insurance :/

We purchased a Trip Interruption / Cancellation policy *** for a trip in June . This was sold through VRBO for a 2-night, 3-day rental. Our trip was interrupted. We lost power and running water on our first night. The landlord was exceptional to work with and very apologetic. Collecting our paperwork, I called the 800# and was told this was a "claim eligible event" and that we need to fill out the forms and email them in; which we did. I called in JULY, it was still not in their system. In AUGUST, I emailed and received no reply. In SEPTEMBER, I spoke with CSR "***" and he told me there was no record in their system. I told him I had sent the forms on more than one occasion. After much time, he eventually found the forms. A 'representative error' was made. He submitted it for processing. Having heard nothing at all in NOVEMBER (five months after the claim event and almost 2 months after speaking with ***), I eventually connected with claims manager "***. The claim was denied because they could not confirm the power outage. We disputed. Then it was denied because we left the property before 24-hours had lapsed. In order to be eligible, she said, we had to stay in the home for the minimum of 24-hours WITHOUT POWER OR RUNNING WATER. This is ridiculous. We are in a pandemic. There was nowhere we could safely go, even to use a public restroom. They would rather we stay in an uninhabitable home. When I asked to speak to Executive Complaints, I was denied. When escalating to their Claims Department Manager, he too denied providing this information. Generali advertises on the bottom of every home rental. They hide behind their terms and conditions, which are not clear at point-of-sale, and they clearly have made no concessions for COVID. They create barriers to service the policy, file a claim, and file a complaint. This is a complete scam and exactly why everyone loathes dealing with insurance companies. They should be investigated for their practices