Complaints and Claims

The following information is if available to you if would like to make a complaint or claim:

Generali Seguros y Reaseguros, S.A.U. has a Customer Service Department, a Customer Ombudsman and a Participants’ Ombudsman for handling and settling any complaints or claims filed by customers in respect of their legally recognised interests and rights.

Policyholders, insureds, insurance beneficiaries, affected third parties and their entitled dependents may separately submit their complaints and claims: 

  • To the Generali Customer Service Department, by writing to the registered address: Paseo Doce Estrellas, 4, 28042, Madrid, or via email reclamaciones@generalion.es, in relation to insurance contracts.
  • Or secondly, to the Customer Ombudsman, by writing to C/Velázquez 80, 28001 Madrid; by fax to: 91 308 49 91; or email reclamaciones@da-defensor.org in relation to insurance contracts.
  • To download the complaint form click here.
  • All complaints and claims filed by customers shall be handled and settled within two months from submission. In the event that the claimant disagrees with the decision taken by any of the above-mentioned bodies or receives no response within a period of two months, the claimant may submit his or her complaint or claim to the Claims Service of the Directorate General of Insurance and Pension Funds by writing to Paseo de la Castellana, 44, 28046 MADRID.

  • The Customer Ombudsman Regulations are available to customers at all Generali offices and contain details of the complaints and claims process, the activities and procedures of the Customer Services Department, the Customer Ombudsman and the Participants’ Ombudsman, and the relationship between them. You can also access these Regulations by clicking on the following link:

    REGLAMENTO PARA LA DEFENSA DEL CLIENTE de GENERALI SEGUROS Y REASEGUROS, S.A.U. (in Spanish)

    or through your insurance agent.

  • The legal regulations governing customer protection are as follows: Law 44/2002 of 22 November on Financial System Reform Measures; Order ECO/734/2004 of 11 March, on the customer service departments and services of financial institutions; Order ECC/2502/2012 of 16 November, regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pension Funds; Law 50/1980 of 8 October, on Insurance Contracts; The consolidated text of the Law on the Regulation of Pension Plans and Funds approved by Royal Legislative Decree 1/2002 of 29 November; and Law 20/2015 of 14 July, on the regulation, supervision and solvency of insurance and reinsurance institutions.