FAQ for the new customer portal

MyGenerali is the digital customer portal of Generali Switzerland. It gives you access in one place to your available insurance policies, contract information, documents, invoices, payment information, claims and various services.

• View your available insurance policies and contract information
• Open or download documents and invoices as PDF files
• Check available payment information
• Report a claim using the appropriate digital process
• View available information about existing claims
• Change your address using the available self-service function
• Find the appropriate contact and request advice
• Manage the portal language and other available settings

MyGenerali is available to Generali private customers with at least one supported policy. Commercial customer contracts are not currently displayed in the portal. The content and features shown depend on the policy, product and digitally available data.

Yes. MyGenerali is free of charge for eligible Generali customers.

Yes. You can use MyGenerali in a current web browser on a computer, tablet or smartphone. A mobile app is also available for iOS and Android. You use the same login details for the web portal and the app.

Use a current version of Chrome, Edge, Firefox or Safari. JavaScript and cookies should be enabled in your browser so that MyGenerali works correctly.

First update your browser and reload the page. If the problem persists, try another current browser or a different device. Note any error message, the device used and the browser before contacting Customer Service on 0800 881 882.

The MyGenerali app is available from the official app stores for iOS and Android. If the app is not shown in your app store, you can continue to use MyGenerali in your browser.

MyGenerali uses protected login and authentication processes. Never share your password, login details or security codes you receive with anyone else.

On the MyGenerali login page, select “Register” and enter the requested personal details. Depending on the registration process, these include your first name, last name, date of birth, mobile phone number and email address. In most cases, your customer relationship can be identified using this information.

A policy number is requested only if your customer relationship cannot be identified unambiguously from the personal details entered. You can find the policy number on your policy, invoice or other contract documents from Generali.

Check that your first name, last name, date of birth, mobile phone number and email address have been entered correctly. If a policy number is requested, check this information as well. Registration is possible only if at least one supported private customer policy can be assigned unambiguously to your customer account.

On the login page, select “Forgot password?” and enter the email address you may already have used for MyGenerali. If an account exists for this address, you will receive further instructions. Do not create multiple accounts for the same person.

Yes. Supported policies that are assigned unambiguously to your customer account are displayed in the same MyGenerali account. You do not need a separate login for each policy.

No. A MyGenerali account is personal. For data protection and security reasons, do not share your login details with anyone else. Policies and documents belonging to other people are not automatically displayed in your account.

Contact Generali Customer Service on 0800 881 882. For specific questions about a policy, payment or claim, you can also contact the person or team displayed in MyGenerali.

Note the exact error message, date and time, the area concerned, the device, operating system, browser or app version used, and the steps that led to the problem. Do not send passwords or security codes.

Log in with the email address registered for MyGenerali and your password. The login details are the same for the web portal and the app.

On the login page, select “Forgot password?” and follow the steps shown. Also check your spam folder if you do not receive an email.

Check your spam folder and make sure you are using the email address registered for MyGenerali. Also check that your mailbox can receive messages. If you still do not receive an email, contact Customer Service on 0800 881 882.

Use the help for a forgotten email address shown on the login page. If you cannot restore access this way, contact Customer Service on 0800 881 882.

Contact Customer Service on 0800 881 882. For security reasons, your identity may need to be verified before login details can be changed or access restored.

First use the "Forgot password?” function. If you still cannot log in, contact Customer Service on 0800 881 882.

Change your password immediately using “Forgot password?” and contact Customer Service on 0800 881 882. Do not share login details or security codes with anyone else.

Contact Customer Service on 0800 881 882. Your identity must be verified for security reasons. Deleting portal access does not mean deleting insurance data that must be retained by law or under a contract.

Contact Generali Customer Service on 0800 881 882. For specific questions about a policy, payment or claim, you can also contact the person or team displayed in MyGenerali.

Note the exact error message, date and time, the area concerned, the device, operating system, browser or app version used, and the steps that led to the problem. Do not send passwords or security codes.

After logging in, you are taken to the MyGenerali home page. It shows an overview of your available policies, shortcuts to frequently used functions and, where available, information about existing claims.

Shortcuts take you directly to frequently used functions, such as changing your address, viewing invoices, reporting a claim or requesting advice. The shortcuts shown may vary depending on the policy, product and device.

The main menu takes you to Policies, Documents, Payments, Advice, Profile and other services. Some functions can also be opened directly from the home page or a policy details page.

Frequently used functions are linked from several appropriate places so that you can reach the required service as quickly as possible. The different entry points take you to the intended process.

Your available insurance policies are shown on the home page and under “Policies”. Select a policy to open the available contract information, documents, payment information and services.

MyGenerali displays supported private customer policies that are assigned unambiguously to your customer account and are digitally available. Policies and their related documents are generally available from January 2017. Older policies or individual historical documents may therefore not be displayed. MyGenerali is intended exclusively for private customers. Insurance policies and products for commercial customers are not displayed. If a supported private customer policy from January 2017 onwards is missing, contact Customer Service on 0800 881 882.

After a policy has been created or changed, it may take some time for the information to appear in MyGenerali. Check the portal again later. If the policy is still missing, contact Customer Service on 0800 881 882.

A terminated or suspended policy may remain visible so that you can access relevant contract information and documents. Check the contract status displayed in MyGenerali.

Depending on the product, you may see the product name, policy number, policyholder, contract term, status and other available contract information. Links to documents, payment information and services may also be shown.

Contract and cover information is provided for information purposes. Insurance cover cannot be changed directly in the policy view. To make a change, use the advice function or contact the appropriate contact person.

Depending on the product, policy documents, invoices, enclosures and tax documents may be provided. Available documents can be opened or downloaded as PDF files.

Open “Documents” in the main menu. Depending on the structure, documents may also be opened directly from the related policy or a shortcut.

MyGenerali displays documents that are digitally available. For older contracts, policy information may be visible even though individual historical documents are not available because of the digitisation or archiving practices used at the time.

After a document has been created, it may take some time to appear in MyGenerali. Check the portal again later. If it is still unavailable, contact Customer Service on 0800 881 882.

Open or download the invoice as a PDF file. Use the payment details or QR code on the invoice to make the payment through your e-banking or banking app.

If you have activated paperless document delivery in your profile, supported documents will be provided digitally in MyGenerali. For legal, technical or product-specific reasons, individual documents may still be sent by post or via another channel.

After selecting a policy, you see the basic payment information available for that contract. This may include an outstanding amount, payment frequency, insurance period and the stored payment method.

Under “Invoices”, you can find available invoice documents as PDF files. Under “Payments”, you can see basic payment information for the selected policy. You pay an invoice through your bank using the details or QR code on the invoice document.

Direct online payment within MyGenerali is currently not available. Open or download the invoice and use the payment details or QR code shown on it.

MyGenerali currently shows basic payment information for the relevant policy. A complete overview of individual historical postings and payment transactions is currently not available.

Not necessarily. An outstanding amount may not yet be due or may not yet have been processed. Check the invoice and due date. If you have already paid, processing may take a few working days.

Yes. MyGenerali takes you to the digital reporting process intended for the claim. Depending on the insurance product and type of claim, the claim is reported within the portal or using an appropriate Generali online form.

The claims overview shows the claims available for your customer account. Depending on the case, you may see the claim number, related policy, date of loss and processing status.

If a status is available for the claim, the current processing status is displayed in the overview. The status shown is based on the information available in the connected claims system.

Detailed information is available only for supported claims. If a claim tile cannot be opened, use the contact options shown or contact Customer Service on 0800 881 882 or the responsible claims team, quoting the claim number.

After submission, it may take some time for the claim to be recorded, assigned and displayed in MyGenerali. Check the claims overview again later.

Contact the responsible claims team. If possible, have your claim number ready.

Depending on how your policies are serviced, MyGenerali displays your agency, an appropriate contact person, a Direct Sales team, a sales partner or Sales Support. Different contacts may be responsible for different policies.

Some customers are supported by a team rather than one individual. The team shown is the contact responsible for the relevant policies.

The display is based on the sales and service assignment stored at Generali. If information is missing or appears incorrect, contact Customer Service on 0800 881 882.

No. The service assignment cannot be changed directly in MyGenerali. Contact Generali if you would like the assignment to be reviewed.

Under “Advice” or on a policy details page, select “Request advice”. Enter your request and submit it. The request is forwarded to the appropriate contact.

Available advice requests are shown under “Requests”. Depending on the request, you can see whether processing is still open or has been completed.

In MyGenerali, you can change your postal address, mobile phone number and email address. Use the relevant function in your profile or the “Change address” shortcut and follow the steps shown. Please note that after an address change it may take some time for the new address to appear in MyGenerali. To change other personal details, contact Customer Service on 0800 881 882.

Yes. You can change the user interface language in the settings. Documents that have already been created are not translated and remain available in their original language.

In your profile, you can manage your consent to paperless document delivery. By choosing paperless delivery, you agree to receive your documents and communications exclusively in electronic form. Supported documents and communications are made available digitally in MyGenerali. For legal, technical or product-specific reasons, individual documents may still be delivered through another channel.

Available information and settings relating to data protection, cookies and the General Terms and Conditions can be found under “More”. Paperless document delivery is managed separately in your profile.

Open your profile and select “Log out”. The function is located in the profile area.