Dear Valued Member:
With the implementation of the enhanced Luzon-wide community quarantine, we at Generali Life Assurance Philippines, Inc. (GLAPI), would like to assure you that we will continue to deliver on our commitments to you, as your life and health insurance provider.
While we remain accessible through multiple touchpoints, we highly encourage you to use our digital platforms to ensure that we are able to receive your requests or concerns and deliver efficient service.
I. Have a claim?
You can file your claim via any of the following avenues:
- Via our member’s mobile app, GenConnect. Click on ‘File A Claim’, input the details and upload images of the required claims documents; or,
- Via email. Send the scanned copies of your claims documents at:
email@example.com for medical claims
firstname.lastname@example.org for life claims
*Please keep the original copies of the claim documents which might be required to be submitted after evaluation.
At this time of uncertainty, we know you are thinking of a number of other things. We have extended the claims filing period to 120 calendar days from the service date or date of loss, from the standard 90 days.
If you have previously nominated a bank account number for payment of claims reimbursements, you will continue to receive payments under the same facility.
On the other hand, if you have not nominated a bank account number and being paid via a Manager’s Check, with the current government protocol, our messengers / couriers may not be allowed to enter clients’ areas / buildings / offices, hence this payment facility is temporarily suspended. We highly encourage you to provide us with your email address, contact number and complete bank details in order for us to credit it to your nominated bank account. As of this writing, we can only accommodate crediting with the following banks: Banco De Oro Unibank (BDO) | Bank of the Philippine Islands (BPI) | Security Bank Corporation. We continue to make arrangements for payment through other banks and other facilities to better serve you. You shall be advised once additional payment facilities are in place.
II. Need a Letter of Authority (LOA) for a medical service?
- Please request for LOA via GenConnect. If you do not have GenConnect, you may download the app from Apple Store or Google Play Store. Just search for Generali PH.If you need help with registration, kindly send an email to email@example.com
- You may also send your request via email at:
For In-Patient LOA: firstname.lastname@example.org
For Outpatient LOA: email@example.com
For Related Inquiries and Concerns: firstname.lastname@example.org
- Our 24/7 Alarm Center numbers are ready to take your calls, as well:
Trunkline: (632) 8580.6600
Sun: 0932.8671136 | 0925.7755089
III. Need to have a Consultation with a Doctor?
Avoid possible exposure and just stay at home. 24/7 outpatient consultation for Generali members is available via:
- GenConnect mobile application
Click on TALK TO A DOCTOR. It’s the first feature listed when you open the app.
Choose CALL A DOCTOR to call directly any of the listed hotline numbers; or,
Click on CALL APPOINTMENT to schedule a call back. Just indicate the mobile number (or landline number) intended for the doctor to get in touch with and click Submit.
Our telemedicine partner, Medgate, shall send an SMS to acknowledge consultation requests.
Due to the influx of telemedicine cases, our Call – A – Doc service will not be able to accommodate ‘appointment’ requests, or indicating a specific time and date for a consultation, for the meantime. The service will be on a first come first serve basis, similar to hospital triage practices currently in effect.
- Calling directly any of the Call – A – Doc hotline numbers below – listed:
Manila (02) 8705.0700
Cebu (032) 265.5111
Davao (082) 285 5111
Dumaguete 035 522 5111
Globe 0917.5362156 | 0917.5362715 | 0917.5487673
Smart 0998.9907540 | 0998.9907541 | 0998.8432880
Sun 0925.7147794 | 0925.7147793
Our Call – A – Doc service provider will exert its best efforts to attend to all calls and requests. Please make sure that callers use direct landlines or mobile numbers to enable call back with the numbers used for the call — which are automatically logged in the telephony system.
While the situation remains fluid, users of the current Chat function, through the Medgate mobile app, website, mobile numbers and Facebook Messenger, will not be able to deliver call back service requests through the aforementioned channels for the time being. Issuance of Medical Certificates continue to be temporarily on hold as well.
If you have any other concerns not covered above, please get in touch with your Generali contacts.
We appreciate your understanding and cooperation.
Thank you very much. Stay safe and healthy.