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Generali Global Assistance Implements Travel Insurance Assistant As Part Of Its Smart Automation Initiative

Generali Global Assistance (“GGA”) today announced launch of the virtual Travel Insurance Assistant, one of the first of its kind online automated process to simplify customer journey and improve customer experience.

This launch continues the Smart Automation Initiative progress enabling digital transformation of GGA to allow for more streamlined business operations and an improved customer experience.

The GGA Smart Automation initiative set out to define functions that can be automated across three core areas including: identifying practical ways in which approaches can be streamlined; scouting technologies to be tested on insurance-use cases for company-wide adoption; and honing employee skills to improve overall intercompany alignment.  This initiative made up of both technological and process-oriented solutions will look to simplify tasks by removing the human element when it comes to the tedious processing of data and documents allowing GGA employees to focus on providing best-in-class customer service.

Chris Carnicelli, CEO of Generali Global Assistance, commented on the news, “Implementing new artificial intelligence, machine learning and robotic process automation technologies will open up a world of possibilities for our team and customers alike. By utilizing Smart Automation where we can rely on technology to do some of the more tedious tasks, we can spend more time focusing on caring for our customers and partners. We are thrilled to watch the benefits of these technologies and processes come to fruition.”

The Generali Travel Insurance Assistant will help its direct customers find a plan that will best suit their needs. To use this, customers will simply visit the consumer website and answer six short questions regarding destination, type of travel, and pre-existing conditions. From there, the program will suggest the best travel protection plan to suit customer needs. This one-stop-shop is an incredibly useful resource for customers in which they can experience aid in all facets of their travels.

GGA continues to expand other Smart Automation technologies that include the virtual agent and automated email and SMS notifications, among many others. Each of these features streamlines the interactions between Generali Global Assistance representatives and our partners and customers, providing a smoother customer experience overall.

  • Virtual Agent: a fully automated service that helps customers quickly get the answers they need. This removes the middleman which, provides faster service.
  • Automated Email and SMS Notifications: streamlines the customer experience by sending automated emails and texts to the customer to let them know on the progress of their interaction with GGA. This makes tracking assistance cases, claim process, payments and due dates much easier.
  • Auto Claim Adjudication Steps: certain steps in the claims process are now leveraging robotic process automation to facilitate information gathering and greatly reduce claim handling time on claims.

James Sion, Chief Operating Officer of Generali Global Assistance, concluded, “We continue to enhance our capabilities to provide our customers with the best-in-class assistance for all of their travel needs. Through the addition of the Travel Insurance Assistant, our customers will feel reassured that they are picking the right plan. This is one of the ways we continue to actively help protect trips and enhance people’s lives.”

 

 

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GroupCollect Selects Trip Mate, A Generali Global Assistance Brand, To Offer Travel Insurance For Group Tour Operators

GroupCollect, an online registration and payment platform for professional, multi-day group tour operators has selected Trip Mate, a Generali Global Assistance (GGA) brand to offer travel insurance through its online platform. 

"After more than a year, people are optimistic about traveling again," said Corey Black, CEO and Co-Founder of GroupCollect. 

"Group tour operators, particularly in the adult segment, have seen a reduction in the number of travel protection product options in recent months. The partnership between GGA and GroupCollect allows us to help our shared customers provide peace of mind to travelers during the booking process."

Travelers registering through GroupCollect will be given an option to protect their travel investment with Trip Mate travel insurance during the booking process without having to leave the purchase path.

Chris Carnicelli, CEO of Generali Global Assistance, commented on the news, "As a leading provider of travel insurance solutions to tour operators, retail travel organizations and cruise lines we have anticipated and are prepared for return to travel, especially young adult, adult and student group travel. As group tour operators become increasingly reliant on digital platforms to plan, register and manage payments for group tours, we're proud to partner with GroupCollect to provide their clients and customers with Trip Mate travel protection plans as they look to book their next outdoor expedition."

The partnership will allow GroupCollect tour operators to provide Trip Protection to their customers during registration, which includes relevant coverages and services, such as:

  • Trip Interruption & Trip Cancellation: coverage if a customer's upcoming trip is cancelled or interrupted due to sickness or injury. Interruptions or cancellation as a result of customer or their traveling companion becoming ill with COVID-19 can be covered.
  • 24/7 Travel Assistance in US and worldwide (not an insurance benefit): customers will also have 24/7 access to GGA's travel support services including medical & legal assistance, traveling companion assistance, assistance locating lost or stolen items, assistance in replacing prescriptions while traveling, and pet assistance.
  • Optional Cancel For Any Reason Enhancement to the plan: Available at an additional cost, if a customer cancels their trip for any reason not otherwise already covered by this plan, benefits will be paid for 75% of the prepaid, forfeited, non-refundable payments or deposits paid by the customer for the trip, provided plan terms and conditions are met.

Generali Global Assistance (GGA) is a leading brand comprised of Travel Insurance & Assistance, Medical Risk & Home Care Management, Identity & Cyber Protection, as well as other care services. GGA is part of the Generali Group, which for over 190 years has provided peace of mind to its clients and their customers and is now supported by more than 72,000 employees worldwide. Our success has been built on establishing trust by putting the customer at the core of everything we do, offering assistance and protection during our customer's most difficult and stressful situations.

Trip Mate travel protection products and services provide travelers with extensive coverage while they are away.  Travel protection products from Trip Mate that are offered through GroupCollect include travel insurance underwritten by United States Fire Insurance Company.

GroupCollect was built to help tour providers and trip leaders collect all the passenger information & passenger payments needed to book group trips. Tour providers now have access to a simplified digital platform that not only provides organization but gives them tools to increase their revenue streams through add-ons like travel insurance, upgrades, and excursions.

To learn more about Generali Global Assistance, please visit: https://us.generaliglobalassistance.com/  

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Generali Global Assistance Tailors Travel Insurance Offering To Support Smart Vaccination And Digital Health Pass Initiatives

Generali Global Assistance and its affiliated companies (“GGA”) announce that it will be supporting upcoming smart vaccination and digital health pass initiatives by adding custom options to their Travel Insurance offerings and endorsing the Good Health Pass and the World Health Organization’s (“WHO”)  Smart Vaccination Certificate Working Group initiatives.

Generali Global Assistance, one of the leading travel insurance and service provider organizations, according to U.S. News & World Report, will tailor certain travel insurance offerings to accommodate numerous new entry requirements across the globe. GGA also endorses various smart vaccination and digital health pass initiatives that provide customers with a reliable source of information for continuously-changing country requirements. Successful implementation of these initiatives will allow travelers to verify their coverage prior to departure and give them an opportunity to update certain coverage limits, such as medical coverage, in accordance with the destination country’s requirements. GGA will also continue covering epidemic-related illnesses as a covered reason to cancel or interrupt a trip, along with reimbursements for emergency medical care, emergency medical transportation, change fees, and loyalty points redeposit fees.

Chris Carnicelli, CEO of Generali Global Assistance, commented on the news, “As a travel insurance provider, we want to play a leading role in creating a seamless travel experience for our customers. As a result, we chose to endorse some of the leading smart vaccination and digital health pass initiatives while tailoring our offerings to accommodate the growing number of new entry requirements around the globe. We look forward to adding value to these cross-sector initiatives by leveraging our extensive experience mitigating risks for individuals and institutions to help facilitate the return of international travel and reinvigorate the global economy.”

GGA will also be endorsing some of these smart vaccination and digital health pass initiatives to provide customers with a reliable source of information for the continuously changing country requirements. GGA will be supporting the Good Health Pass, an open, inclusive, and cross-sector initiative, bringing together leading companies and organizations from the technology, health, and travel sectors. It will also be supporting the WHO’s Smart Vaccination Certificate Working Group, a consortium focused on establishing standards for a common architecture for a digital smart vaccination certificate to support the anticipated vaccine(s) against COVID-19 and other immunizations.

Carnicelli concluded, “As a company focused on caring for our customers during their most difficult moments with products that directly impact their travel experience, we felt it was our duty to play a proactive role in promoting a smooth return to travel through these initiatives.”

About Generali Global Assistance 

Generali Global Assistance (GGA) is a leading brand comprised of Travel Insurance & Assistance, Medical Risk & Home Care Management, Identity & Cyber Protection, as well as other care services. GGA is part of the Generali Group, which for over 190 years has provided peace of mind to its clients and their customers and is now supported by more than 72,000 employees worldwide. Our success has been built on establishing trust by putting the customer at the core of everything we do, offering assistance and protection during our customer’s most difficult and stressful situations.

To learn more about Generali Global Assistance’s Travel Insurance Offerings, please visit: www.generalitravelinsurance.com.

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Generali Global Assistance Appoints Chief Marketing Officer

Generali Global Assistance (“GGA”) today announced that it has appointed Vladimir Poletaev as their Chief Marketing Officer. In this role, Vladimir will be responsible for supporting and executing marketing, branding, communications, and PR initiatives across North America.

As the newly established CMO, Mr. Poletaev will be managing a team of talented marketing professionals from all North American entities under the Generali Global Assistance umbrella, including GGA Travel Insurance & Assistance, Generali U.S. Branch, GGA Identity & Cyber Protection Services, GMMI, Trip Mate, and CareLinx Inc., among other products and services. He will also be responsible for collaborating with GGA’s parent company, Europ Assistance Group, in addition to driving strategy and synergies while championing the North American business within the larger Generali Group. Mr. Poletaev will focus on promoting the GGA brand and its values to facilitate the ambition of Generali Group as a lifetime partner to clients and their customers, combining simplicity and innovation with empathy and care.

Chris Carnicelli, CEO of Generali Global Assistance, commented on the news, “We’re excited to announce Vladimir’s appointment as Chief Marketing Officer as he will be instrumental in establishing a unified marketing and communications program across North America. Vladimir’s background gives him a deep understanding of our integrated solutions, all of which add genuine value to people’s lives, health, home, mobility, and work. His leadership and focus on our core values will further our ability to be dynamic and empathic. By taking the time to know our customers, we offer valuable advice with a long-term perspective and multi-stakeholder approach. We understand the importance of building lifetime relationships instead of simply focusing on selling policies.”

Mr. Poletaev brings a wealth of leadership experience and in-depth knowledge of Generali Global Assistance’s various product lines. In his more than fourteen years with the company, Vladimir previously worked with its Travel, Health, Home & Family, and Concierge services divisions. Prior to this CMO role, Mr. Poletaev managed the Global Identity & Cyber Protection division’s Business Development Team as Chief Commercial Officer and facilitated sales and account management support of GGA’s Care Services division.

“I’m looking forward to leveraging my extensive experience across Generali Global Assistance’s product verticals and the larger group to establish a unified North American marketing program. I plan to use all of the excellent personnel and resources from each of the various divisions and entities so we can continue putting our customers at the heart of everything we do,” added Vladimir Poletaev, Chief Marketing Officer of Generali Global Assistance.

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58.1% Of Americans Are More Likely To Buy Travel Insurance

Generali Global Assistance (GGA) today released the findings of its Holiday/2021 Travel Sentiment Survey which surveyed 1,138 U.S. travelers between October 26 and November 5, 2020 on their upcoming travel plans and preferences.

According to the findings, 74% of U.S. travelers who indicated they would be traveling in 2020 are planning to travel during the upcoming holiday season and 47.6% of U.S. travelers are likely to purchase travel insurance for their trips in 2020. 

“The average person’s willingness to travel is increasing and while there’s still plenty of pandemic related uncertainty, according to our Holiday/2021 Travel Sentiment Survey, most Americans are planning to travel domestically during the upcoming holiday season,” said Chris Carnicelli, CEO of Generali Global Assistance. “The pandemic has also impacted the average consumers’ willingness to purchase travel insurance with almost 60% of U.S. travelers indicating they are more likely to buy travel insurance now compared to their willingness to buy before the Covid-19 pandemic. Consumers’ demands around travel will continue to change in the wake of the pandemic and our team is consistently looking for ways to enhance our offerings in response.”  

Travel Intentions 

2020 

  • All of the consumers surveyed indicated that they were planning to travel in the next 18 months.  
  • 73.6% of travelers who said they would be traveling this year indicated they were planning to take a trip during the upcoming holiday season.  
  • 85.1% of the survey participants who said they would be traveling in 2020 indicated they’d be traveling for leisure in the remainder of the year, while 24.6 % indicated they’d be traveling for business. 

2021 

  • 78.5% of travelers indicated they were planning to travel in either the spring or summer 2021.  
  • 90% of the survey participants indicated they’d be traveling for leisure in 2021, while 17.5% indicated they’d be traveling for business. 

Destinations 

2020 

  • Due to the pandemic, consumers’ confidence towards international travel remains low in both 2020 and 2021. 
  • 64.5% of the survey participants traveling in 2020 plan to travel domestically while 22.1% of them planning to travel internationally.  

2021 

  • 63.1% of the survey participants traveling in 2021 plan to travel domestically while 23.1% of them planning to travel internationally.  
  • However, 53.9% of the U.S. travelers surveyed indicated that will comfortable traveling internationally again 6 months after a vaccine is available for Covid-19.  
  • The survey also identified the countries and states that most U.S. travelers plan on traveling to in 2021:

Top 5 International Destinations in 2021 

Top 5 Domestic Destinations in 2021 

France 

Florida 

Mexico 

California 

Italy 

New York 

Germany 

North Carolina 

Canada 

Texas 

 Accommodations & Transportation 

  • During the upcoming holiday season, 53.3% of the survey participants who indicated they would travel in 2020 are planning to stay in a hotel for their trips.  
  • 49.5% of those who were traveling in 2020 indicated they would be staying at a vacation rental for the holidays booked either through AirBnB, Vrbo, or an independent rental company.  
  • 38.1% of those respondents indicated that are staying with friends and family. 
  • While 13.5% of those respondents indicated they’ll be taking a cruise for the holidays while 7.4% said they would be staying in an RV. 

When asked about the transportation they plan to take to their destination: 

  • 65% of the survey participants indicated they’ll be taking their car on their 2020 trip. 
  • Planes were the second most popular from of transport among those traveling this year with 56.7% of respondents indicating they’ll fly to their destination.  
  • The remaining respondents indicated they plan on taking a train (11.5%) or ferry (6.6%) to their next destination in 2020. 

Travel Insurance Sentiment 

The pandemic has significantly impacted the average consumers’ decision to purchase trip protection or travel insurance.  

  • 58.1% of the survey participants said they were more likely to purchase travel insurance for all trips going forward and 32.8% of them are planning to purchase travel insurance for their trips in 2021. 

When deciding which company to purchase travel insurance from price, online ratings and reviews and plan coverage are three key factors for the average consumer.  

  • 33.3% of the survey participants think of price as the most important factor 
  • 19.4% of them consider plan coverage as the most important factor 
  • 13.4% of them value online ratings and reviews the most. 

Methodology 

The Holiday/2021 Travel Sentiment Survey was conducted by Upwave on behalf of Generali Global Assistance between October 26th and October 27th, 2020. The survey consisted of 16 questions and was conducted online with 1,011 consumers in the U.S.  

About Generali Global Assistance  

Generali Global Assistance has been a leading provider of travel insurance and other assistance services for nearly 30 years. Generali Global Assistance is part of the Europ Assistance Group, the travel insurer and assistance provider of the multinational Generali Group, which for over 185 years has created a presence in 60 countries with over 76,000 employees. Our success has been built on the foundation of trust that clients have placed in our ability to provide assistance in the most difficult of circumstances.  

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Generali Global Assistance Partners With Lyft For Non-Emergency Medical Personnel Transportation

Generali Global Assistance has announced that it has entered into a strategic partnership with Lyft, the fastest growing rideshare company in the U.S., to bring new levels of connected customer service and cost containment to its clientele of insurance companies and multinational corporations. Generali Global Assistance provides a suite of services to help travelers in times of need – from minor inconveniences to life-threatening medical situations – and everything in between.

Generali Global Assistance counts more than 50 of the top accident, health, property and casualty insurers among the clients that utilize their assistance services – in addition to their own travel insurance business unit. The partnership with Lyft will help ensure that set-up and billing for covered transports for insured and corporate travelers can be managed more efficiently and effectively with less travel interruption and higher productivity for travelers – by booking ground transports through Generali Global Assistance team members with direct access to Lyft's "Concierge Platform." Additionally, the partnership, which is one of the first-of-its-kind, will reduce the overall cost of ground transports which will be passed through to Generali Global Assistance's clients.

Chris Carnicelli, CEO of Generali Global Assistance, commented on today's news, "We are thrilled to collaborate with Lyft and to provide reliable and cost-effective transportation solutions. This is merely the tip of the iceberg in terms of our plans to integrate Lyft's services across our business lines. We look forward to updating the market on these new initiatives as this partnership progresses."   

Generali Global Assistance, formerly Europ Assistance USA, is a division of Europ Assistance Group, a leading provider of assistance services for more than 50 years and part of Generali Group, the 3rd largest insurer in the world. Europ Assistance Group manages 10,000 medical transports annually and provides medical and personal assistance services every two seconds worldwide. 

"This partnership with Generali Global Assistance enables us to get one step closer to our mission of improving people's lives with the world's best transportation," said Dan Trigub, Head of West Coast Healthcare Partnerships at Lyft. "Together, we're working to provide even more customers with an efficient and effective transportation solution in a variety of situations – improving transit options for millions of their customers across the country."

The potential integrations of Lyft's services that Generali Global Assistance will explore are numerous. For example, Lyft already has an integration with CareLinx, a leading digital marketplace that provides in-home care solutions for seniors, which Generali Global Assistance recently acquired. Through the partnership CareLinx and Lyft created CareRides, a convenient and reliable door-through-door transportation service to increase freedom and mobility for millions of individuals who need extra support across the U.S. The partnership makes Lyft's ride-sharing service available through CareLinx's mobile application, enabling their elderly customers to easily order a car to get to doctor's appointments, run errands, or visit friends and family with the assistance of a professional caregiver.  

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Generali Global Assistance Launches Three New Travel Insurance Plans

Generali Global Assistance's Travel Insurance division ("the Company"), formerly CSA Travel Protection has announced that it has expanded its product offerings to provide additional plans with enhanced coverages for consumers to help protect themselves and their belongings while travelling, as well as their travel investments. The Company also announced the launch of its first direct to consumer website under the Generali brand to complete the loop on a 360° sales and service portfolio – rounding out its already robust affiliate sales model.

The new plans were built through consumer input all the way down to their naming conventions; Standard, Preferred, and Premium. All three plans include:

  • access to Generali Global Assistance's strong network of approximately 425,000 medical providers;
  • Trip Cancellation coverage that can even cover in the event of sickness or injury of family members that are not traveling–which is one of the most extensive in the marketplace;
  • a robust medical expense service which includes a No Out-of-Pocket Medical that can arrange a traveler's appointment and pay up front for acute treatments up to $1,000 if they get sick or injured while traveling;
  • Identity Theft Resolution services;
  • Teladoc* (or virtual doctor) services;
  • and concierge services.

A unique feature of the Preferred and Premium plans is coverage for the loss, theft, damage or delay of sporting equipment – making them ideal for golf and ski vacations. The Premium plan includes:

  • Rental Car Damage** coverage;
  • Optional Trip Cancellation for Any Reason*** coverage;
  • coverage for pre-existing conditions (available if the plan is purchased prior to, or within 24 hours, of final trip payment as long as other requirements are met, which is more liberal than most travel insurance plans being offered in the marketplace today).

Commenting on today's news, Chris Carnicelli, CEO of Generali Global Assistance, said, "These moves are directly indicative of our consumer-centric mindset. We recognized that our current offerings were far too limited and lacked the customization that today's customer desires. These new plans have been built using direct customer feedback and I am pleased to say they are just the beginning of a new comprehensive suite of offerings we plan to roll-out."

The new Generali Global Assistance Travel Insurance consumer website has been designed as an evolutionary customer journey platform, to guide consumers at any stage of their journey—research, buying, or servicing. Key to the experience is the rich travel resource content, comparisons of Generali plans and travel advice, allowing consumers to better understand travel insurance so they can make smarter buying decisions. The responsive website makes it easy for consumers to access it from any device – providing them with plan information, a booking engine, travel resource information or claim submission tools – whenever and wherever they may be on their journey.

Commentating on the launch of the new consumer website, Tiffany Glass, head of marketing and e-commerce for Generali Global Assistance, said, "This site was designed in tandem with consumers, allowing them to self-service, access decision making information, or even read peer-reviews of the products and services during optimal touchpoints in the customer journey. This site is not a replacement of our third-party sales model, but rather a complimentary add-on to help put more information and access to our tools, under the Generali brand, in the hands of the consumer. We are endeavoring to create products with greater transparency and flexibility for today's more discerning consumer and the new website provides us with the ability to do just that."

Generali Global Assistance offers a full suite of innovative, vertically integrated travel insurance products and assistance services that help protect consumers against certain risks associated with travel. These products combine the institutional knowledge, quality, and customer service built by CSA over the past 25 years with the backing and underwriting ability of a global insurance brand – Generali.

Disclaimers:
*Teladoc services may not be available in all states, and international services may be limited.
**This coverage is not available to residents of Texas.
***This coverage is not available to residents of New York.

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