Dear Traveler, Thank you for your email. We are currently receiving an unusually high volume of calls and email requests. If you have been trying to reach us via phone, there will be high wait times. We are experiencing delays in completing certain policy requests but rest assured that we will complete your requests as soon as we can. First, we sincerely hope that you and your loved ones are safe and healthy during this very difficult period. As the COVID-19 outbreak continues to rapidly evolve, Generali Global Assistance wants to make sure that we keep you informed and that all of our customers receive useful tools if you have questions. Although we are experiencing unprecedented claims, assistance requests and call volumes, we are 100% committed to helping our customers as quickly as possible. Travel Insurance To learn more about travel insurance coverage and services including applying your insurance premium to a postponed trip, see our Coronavirus (COVID-19) Advisory, FAQs and Voucher Program. Status of your claim Our team is working around the clock to finalize claims as quickly as possible. Knowing that this pandemic will place limitations on all of us, we ask that you be patient in the weeks ahead. Please allow us time to assign your claim to a Claim Representative. Once your claim is assigned, your claim representative will perform an initial review of the documentation you submitted. Once the initial review has been completed, we will reach out to you via email if additional information is required. Under normal circumstance, the claims process can take up to 30 days, however, we are experiencing an extraordinarily high volume of calls, emails and claims and appreciate your understanding that additional time may be necessary to process your claim. If you have coverage questions, you may reference the list of covered events, terms and conditions listed in your Description of Coverage/ Insurance Policy. Starting a Claim If you incur a loss and need to file a claim, please visit our eClaims portal by following the link located on your original policy confirmation letter. You may also click on the link below to initiate your claim:
www.generalitravel.com/claims Many details affect the outcome of a claim and a Claims Representative always makes the final determination after reviewing your case. Again, assisting our travelers in their time of need is and always has been our number one mission and priority. Warm regards, Generali Global Assistance
