FAQ – Customer portal

MyGenerali works in the latest version of any browser:

Firefox, Safari, Chrome and Edge.

This includes all Internet browsers on Mac and PC, and on all mobile devices such as smartphones and tablets.

The app is compatible with both Android and iOS devices.

Is an error message displayed at the top of the page? If so, the system requirements may not be fulfilled.

MyGenerali works in the latest version of any browser:

Firefox, Safari, Chrome and Edge.

This includes all Internet browsers on Mac and PC, and on all mobile devices such as smartphones and tablets.

The app is compatible with both Android and iOS devices.

Sign-on with SMS PIN – double the protection for your data
We are an insurance company and a financial services provider. Our customer portal MyGenerali therefore contains a lot of personal information we protect for all of our customers to the same high standard. For us, straightforward sign-on with a username and password is not secure enough. We use an SMS PIN to authenticate users.

Security with no further installation required
Every time a customer signs on, we send an SMS PIN to the mobile phone number they have specified. Almost every household has a mobile phone. It can be used for this second-level authentication with no further installation required. We are aware that customers who do not have a mobile phone have no access to the customer portal. We would like to extend our sincere apologies to these customers that we are not able to offer an alternative sign-on option.

Generali is still there for you in person
MyGenerali is a portal that makes it easier for customers to view their personal insurance information from anywhere at any time. The Generali service is first-class even without a customer portal. Call your advisor or one of our agents. Or send us an e-mail or a letter. It goes without saying you can do this no matter your concern.

You can use the app for the customer portal all over the world. However, you can only download the app from the Swiss app store. Due to arrangements made with the Generali Group and for legal reasons, no other solution is possible at the current time.

But you can use MyGenerali without any problems via your mobile phone’s browser or via your desktop browser.

1. Request a new password by clicking on "Forgotten your password". If you have already registered, you will receive an e-mail.

2. Is it possible that a family member might have used your details to register? You could ask them about it. 

The following information must be entered correctly so that we can find you in the database.

1) First name

2) Last name

3) Date of birth

4) Policy number/contract number

Please note: Not all products are integrated in the customer portal yet. It is therefore not possible yet to register with all policy numbers. See also point 5.

Please check these details. If you have entered all these details correctly and are still unable to register, please contact us on the following numbe: +41 (0) 58 472 01 01.

We will send the activation letter to the contact address that we have in our records. It can take up to three working days for the letter to be sent.

If you registered more than three working days ago and a letter has still not arrived at your contact address, please contact us on the following number: +41 (0) 58 472 01 01.

The explanation may be that:

1) Your mailbox is full.

2) The e-mail is in your junk folder.

3) You entered your e-mail address incorrectly when you registered. In this case, please register again. 

Your data will be kept and safe

Are you connected to the Internet? 

→ Yes:

Have you already received a TAN (transaction number) from us via text message?

→ No:

You may have entered your mobile phone number incorrectly. In this case, please register again. After checking these details, if you still receive no text message from us, please contact us on the following number: +41 (0) 58 472 01 01.

If you are able to log in to MyGenerali, or you are still logged in, you can set a new password at "MyProfile" → "Account information".

Otherwise, go to the login page, click on "Forgotten your password" and follow the instructions.

For security reasons, passwords can only be changed by you via MyGenerali. Our Service Support Team cannot do this for you.

You can change your password in MyGenerali by clicking on "MyProfile" → "Account information".

On the login page, click on "Forgotten your e-mail address" and follow the instructions.

Don't worry, your account and your personal details are secure. Nothing will be lost. Please just register again using your new mobile phone number.

Please register again. If you have the same mobile phone number, you can do this directly in MyGenerali.

Do you mean your contact address?

→ Your new details have to be checked. This can take up to seven days.

Do you mean your access details: your e-mail address, mobile phone number or password?

→ Please click on "Problems with login" for assistance.

You cannot do this by yourself. Please contact us on the following number: +41 (0) 58 472 01 01.

Please change your password immediately in MyGenerali by clicking on "MyProfile" → "Account information".

You can change your password in MyGenerali by clicking on "MyProfile" → "Account information".

Please note that we are not yet able to display all products. The following products are still missing:

• Fortuna legal protection insurance before 1996
• Fortuna life insurance
• Banking products from 2018
• vested benefits policy from 2014

Our customer portal is so far only available for private customers. You will not find any products intended for corporate customers here. 

If you have other products and contracts which are not listed in MyGenerali, please contact us on the following number: +41 (0) 58 472 01 01 oder support.ch@generali.com. 

You can find your personal documents in your MyGenerali inbox. This is where we put various documents for your reference. It is possible that not all of them are displayed. We will gradually add more documents.

You can find your policy documents at the bottom of the page of the insurance cover in question.

Please note that we currently can only display property insurance invoices and policy documents issued after 1 January 2017.

For life insurance, we display policy documents issued after January 1, 2018. For digital pillar 3a, you can see all documents in MyGenerali.

We display all legal protection insurance policies issued since 1 January 2014. 

You will find all the information about your digital insurance documents and invoices in the general questions and answers.

When did you pay your bill? Generally speaking, it can take three to four working days until a payment has been received and processed by us.

If you made your payment more than four working days ago, please contact us on the following number: +41 (0) 58 472 01 01.

We offer a range of payment methods. To pay by credit card online, you need to choose the “Payment slip (ESR)” payment method. You can find an overview and forms for changing your payment method here.

For life insurance, payment by credit card can be made at the earliest 7 days before the premium due date.

This is not possible for data protection reasons, even if you are related to the other person. Only the policyholder themselves can register in the portal and access their data and documents.

For instance, you would therefore not be able to pay a premium invoice made out to your son in the customer portal. We recommend that you use a different payment method for this purpose, such as online banking. Find out about alternative payment methods.