Complaints and Claims

Our Customer Service Department can help you if you want to review any arrangements and/or claims. 
 
The following information is available to you if would like to file a complaint or claim: 

GENERALI España de Seguros y Reaseguros, S.A. has a Customer Service Department for handling and settling any complaints or claims filed by customers in respect of their legally recognised interests and rights. 

Policyholders, insured, insurance beneficiaries, affected third parties, members and beneficiaries of pension schemes and their entitled dependents may submit their complaints and claims through any of the following channels: 

  • To the Customer Service Department, by writing to the registered office: Plaza Manuel Gómez Moreno, 5, 28020, Madrid, or by sending an email to reclamaciones.es@generali.com in relation to insurance contracts and pension plans.  
  • The complaint form is provided below. To download the complaint form in English, click here. To download the complaint form in Spanish, click here. To download the complaint form in Catalan, click here. To download the complaint form in Basque, click here. To download the complaint form in Galician, click here. 
     
  • In the event the claimant disagrees with the decision taken by any of the above-mentioned bodies, they may submit their 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 about the internal complaints and claims process and the activities and procedures of the Customer Service Department. These regulations are also available on this website. 
     
    Customer Ombudsman Regulations of GENERALI España de Seguros y Reaseguros, S.A. (in Spanish)
     
  • 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 20/2015, of 14 July, on the regulation, supervision and solvency of insurance and reinsurance institutions and the corresponding implementing regulations.