Generali customer service — practical expert guide

Overview and context

Assicurazioni Generali is one of the world’s longstanding insurance groups, founded in 1831 and headquartered in Trieste, Italy. Generali operates across more than 50 countries and serves tens of millions of customers worldwide through life, property & casualty, health and asset management products. As a large multinational insurer, its customer-service model mixes local branch networks with centralized digital platforms, so the exact contact points and processes vary by country and product line.

This guide focuses on actionable information you can use immediately: how to find the right contact, exact documentation to prepare for a claim, practical timelines for response and settlement, escalation routes and regulatory contacts, and digital/self-service options (apps, portals). Where laws or practices vary by market (for example deductibles, mandatory reporting windows or local ombudsman names), I note the most common ranges and point you to authoritative sources you should check for your country.

How to contact Generali

Main corporate headquarters (useful for formal correspondence): Assicurazioni Generali S.p.A., Piazza Duca degli Abruzzi 2/4, 34132 Trieste, Italy. For general corporate information and the global portal, use https://www.generali.com (the site includes a “Find your country” map to reach local numbers and offices). Do not use the HQ address for routine claims — each country and often each region has a local claims center or branch.

Practical approach: locate your policy document, copy the policy number, then go to the Generali country site from the global portal and use the local “Contact” or “Claims” page. Most local centers publish: a central phone number, an email address for claims, and a dedicated digital form. Many local customer service centers operate Monday–Friday and typically acknowledge an inbound claim within 48–72 hours; however, opening hours vary by country and some lines are 24/7 for emergency claims (e.g., roadside assistance or major property loss).

Claims process — step-by-step and expected timelines

Basic process: 1) Report the claim immediately (often within 24–72 hours for motor and property). 2) Receive an acknowledgement and claim number. 3) Submit supporting documentation and estimates. 4) Insurer arranges inspection/adjuster visit or approves cashless repair if available. 5) Settlement or payment. For most non-complex motor/property claims you should expect initial acknowledgement within 48–72 hours and a substantive position (approval/denial or request for further info) within 7–30 days; complex liability or life-claim files can take 30–90+ days depending on medical/legal evidence.

Typical timelines and examples: minor motor claims (glass, bumper) often resolved within 7–21 days; household contents claims after a theft or water damage generally produce a provisional offer or repair appointment within 14–30 days; life insurance claims require certified death certificate and medical records and can take 30–60 days for payment after full documentation is submitted. These are practical baselines — local regulation or policy terms may mandate different deadlines.

Documents to prepare (high-value checklist)

• Policy number, named insured details, and copy/photo of the insurance card or certificate (front/back).
• Incident specifics: date, time, location, short narrative of events; names/contact of other parties and witnesses.
• Photos or video of damage (mobile images with timestamps), vehicle registration for motor claims, and police/accident report if applicable (required for theft, hit-and-run, major injury).
• Repair estimates or invoices (two estimates recommended for large damage), medical reports and invoices for bodily injury, death certificate and medical history for life claims.
• Bank account details (IBAN) for payment, identity document (passport/ID card), and any prior claim reference numbers.

Digital channels, apps and self-service

Generali has invested heavily in digital self-service. The MyGenerali app / customer portal (search “MyGenerali” on your country site or app store) typically allows you to: view policy documents, submit a claim form and photos, track claim status with push notifications, access digital ID cards and download certificates. Use the app to ensure faster acknowledgement: claims submitted with photos and a completed digital form are routinely triaged faster than email attachments.

Chatbots and automated assistants handle common inquiries (policy renewals, premium quotes, simple endorsements). For anything requiring judgment — disputed liability, complex medical evidence, large commercial claims — you will be routed to a human claims adjuster. Always download and retain the claim reference/number and the names of representatives you speak with.

Escalation, complaints and regulator contacts

If a claim is delayed beyond the timelines in your policy or you receive an unsatisfactory settlement, first use the insurer’s internal complaints pathway — details are on your local Generali site and your policy booklet. Keep dates of calls and copies of all correspondence. Insurers commonly have a formal complaint acknowledgement window (often within 7–14 days) and a final written reply target (commonly within 45 days) — check your local policy terms for exact service-level commitments.

If internal escalation fails, use the local insurance ombudsman or regulator. Example authorities: in Italy, the supervisory authority is IVASS (https://www.ivass.it); in the UK, the Financial Ombudsman Service is available (https://www.financial-ombudsman.org.uk). For cross-border or EU-wide questions, EIOPA (https://www.eiopa.europa.eu) provides guidance. Always include your policy number, claim reference and a concise timeline when lodging a complaint with regulators.

Practical tips to get faster, fairer service

Proactive preparation is the single best advantage: take clear photographs at the scene, get a police or incident report, obtain at least one repair estimate immediately, and use the insurer’s approved repair network if they offer cashless repairs (this often reduces processing time and out-of-pocket costs). For medical claims, provide concise but complete medical records and a direct point-of-contact at the treating clinic to speed verification.

Keep a simple diary of communications (date, time, person, summary) and escalate in writing if a phone call does not resolve the issue. For large commercial or complex personal claims, consider using an independent chartered loss adjuster (cost may be recoverable under policy terms), and obtain legal advice early when liability or coverage disputes exceed €10,000–€20,000 or involve contested injuries.

Quick links and resources

• Global corporate site and country selector: https://www.generali.com
• Generali Italy general info and local services: visit the country page from the global portal (headquarters address: Piazza Duca degli Abruzzi 2/4, 34132 Trieste, Italy).
• Italian regulator (if applicable): IVASS — https://www.ivass.it; UK Ombudsman: https://www.financial-ombudsman.org.uk; EIOPA for EU-level issues: https://www.eiopa.europa.eu

Is Generali a good travel insurance company?

Customer Reviews. Many Generali customers appreciate the fast and easy online claims process, with many highlighting how quickly they receive reimbursement. However, some customers find the claims portal and the provider’s automated phone system difficult to navigate.

How do I call Generali insurance?

800-541-3522
You can use our e-Claims Chatbot, email us at [email protected], or call us toll-free at 800-541-3522. We’re here to support you! If you have any questions after filing your claim, please feel free to reach out to our Customer Service Department.

Does the general have 24 hour customer service?

Customer service representatives are available Monday through Thursday from 7 a.m. to 9 p.m., Friday from 7 a.m. to 8 p.m., and Saturdays from 8 a.m. to 4 p.m. CT, and they can assist you with things like getting a quote, billing information or making changes to your policy.

How do I cancel Generali insurance?

Generali. You can contact them at [email protected] or through their customer hotline service at (+603) 1300 13 2121 or (+603) 3007 2121 every Monday to Friday from 8:45 AM – 5:00 PM (excluding public holidays) to cancel your insurance policy.

How long does Generali take to pay a claim?

How long it takes us to process a claim depends on the insurance involved and the background to the claim. When a claim is reported to us, we immediately initiate the claims handling process. Once all the necessary documentation has been received, we guarantee that your claim will be processed within seven days.

Is Generali a good company?

Is Generali a good company? Generali is a reputable company, but there are better choices for the money. Generali has been in business for years and have a wide range of products for international and vacation travelers.