Serious Problem With Reimbursement
Unfortunately, I am extremely disappointed with Generali Germany.
Despite having a valid insurance policy, my dental treatment 2 invoices totaling €757 have still not been reimbursed. I have submitted all the required documents several times and followed up politely on multiple occasions. Instead of receiving fair and timely processing, I have been left without a satisfactory solution for months.
What is particularly disappointing is that not only the complaints department, but apparently also customer service and even letters addressed to the Executive Board remain unanswered. I honestly cannot understand what has been happening at Generali Germany since the beginning of 2025. Instead of reducing bureaucracy, it seems to have become even worse. Email communication has largely been replaced by the old-fashioned postal system again. The mobile app is also unreliable – you upload documents and they remain "under review" for weeks without any progress or updates.
From my perspective, this gives the impression that Generali is experiencing serious internal organizational problems. Unfortunately, it is the customers who suffer the consequences. Yet it is the customers who keep Generali in business.
I therefore ask Generali to finally reimburse my outstanding €757, which has remained unpaid since January 2026. This unnecessary delay has put me in a very difficult financial and personal situation. As customers, we are left in an embarrassing position in front of our doctors, even though we have done everything required of us. Why should we have to face this?
At the same time, Generali has no problem collecting my monthly insurance premiums from my bank account on time. I have never delayed a single payment, yet Generali has refused to reimburse my legitimate claim for more than seven months.
I simply do not understand why such a straightforward case has been escalated to the Insurance Ombudsman and may even end up in court. A solution-oriented approach and genuine customer service seem to be completely missing.
Reply from Generali Deutschland
Dear Seymur Valiyev,
thank you for taking the time to share your experience. We are sincerely sorry to read about the frustration and inconvenience you have encountered regarding our reimbursement services.
We fully understand how disappointing it must be to wait such a long time for a resolution, especially when you have already submitted the required documentation and made several attempts to contact us.
Unfortunately, based on the information available to us through your review, we are currently unable to identify your specific case and investigate the status of your reimbursement request in detail.
To enable us to review the matter thoroughly, we kindly ask you to send us additional information via Trustpilot.
We take feedback such as yours very seriously, as it helps us identify areas where we need to improve our processes and customer experience.
Thank you for your cooperation.
Best Regards
Customer Satisfaction Team