GENERALI GLOBAL ASSISTANCE & INSURANCE SERVICES

ARTIFICIAL INTELLIGENCE (AI) POLICY

 

  1. Introduction

Generali Global Assistance & Insurance Services (“Company” or “We”) is committed to protecting the privacy and data integrity of individuals (“You,” “Users” or individually, “User”) who interact with Company’s artificial intelligence tools, platforms, and related digital services (collectively, the “AI Services”). This Artificial Intelligence Policy (the “Policy”) explains how Company uses artificial intelligence to enhance user experience, automate certain functions, and personalize content across our website and digital platforms. It outlines the types of AI technologies we employ, how we collect and process data, and your rights in relation to AI-driven features. Company collects, uses, and safeguards information provided by You as a User of the AI Services, or that is derived from Your interactions with these services. By accessing, engaging with, or utilizing Company’s AI Services, You acknowledge that You have read, understood, and agreed to be bound by this Policy and any future updates to it.

 

  1. Integration of Privacy Policy & TOS

Your privacy is important to Company. Company’s Privacy Policy, Company’s California Privacy Policy and Website Terms of Service are hereby incorporated into this Policy by reference. These documents outline how data is collected, used, and protected, as well as the terms under which users interact with Company’s digital platforms and AI-powered features. By engaging with Company’s AI Services, you acknowledge and agree to the practices described in the Privacy Policy and Terms of Service. We encourage you to review them carefully to understand your rights and responsibilities.

 

  1. Scope

This Policy applies to all AI-powered tools, technologies, and functionalities integrated into Company’s website and digital platforms. These include, but are not limited to, chatbots, recommendation engines, content generation systems, personalization algorithms, and analytics solutions. It governs both your direct interactions with AI-driven features and any indirect effects these technologies may have on the services Company provides. Company’s use of AI is designed to enhance user experience, streamline operations, and deliver more relevant and personalized content. All AI functionalities are subject to the principles and protections outlined in this Policy.

 

  1. AI Technologies We Use
  • Chatbots & Virtual Assistants: Provide instant support and handle customer inquiries across digital platforms.
  • Voicebot Solutions: Deliver automated assistance and respond to customer queries via phone calls.

 

  1. Data Collection and Processing

We collect and process both personal and non-personal data solely to enable and enhance our AI-driven services:

  • Types of Data: Includes contact details, policy numbers, travel dates, call intent, interaction logs, user preferences, and demographic information.
  • Purpose of Use: Supports personalized recommendations, improves chatbot performance, identifies anomalies, and enables usage pattern analysis.
  • Third-Party Sharing: Personal data is never sold to third parties.
  • Data Retention: Information is retained only as long as necessary to operate and improve AI features, after which it is securely deleted or anonymized.

 

 

 

 

  1. Transparency and Disclosure

To ensure you’re always aware when AI is in use, chat interfaces begin with a clear notice: “You are interacting with an AI-powered assistant.” In addition to this, other indicators or disclosures may be provided depending on the context or platform, so you can stay informed whenever AI is at work.

 

  1. Accuracy and Limitations

AI outputs are provided “as is” and may contain errors, omissions, or outdated information. You should verify critical details—such as legal, medical, financial, or official travel advice—with qualified professionals or authoritative sources. We do not guarantee that AI-generated content is completely accurate or suitable for all purposes.

 

  1. User Rights and Controls

You have the following options regarding AI-driven features:

  • Access, rectify, or delete your personal data processed by AI systems under applicable laws
  • Obtain an explanation of significant automated decisions that materially affect you
  • Exercise any other rights granted to you under applicable data protection laws concerning AI technologies

 

  1. Security and Compliance

We implement industry-standard security measures—including encryption, access controls, and regular audits—to protect data processed by AI Systems. Our practices comply with relevant data protection regulations, such as CCPA, and other applicable laws in jurisdictions where we operate.

 

  1. Limitation of Liability and Damages

 

(a) Limitation of Liability

UNDER NO CIRCUMSTANCES, AND UNDER NO LEGAL THEORY, INCLUDING BUT NOT LIMITED TO NEGLIGENCE, SHALL COMPANY OR ITS AFFILIATES, CONTRACTORS, EMPLOYEES, AGENTS, OR THIRD-PARTY PARTNERS OR SUPPLIERS BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES (INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, DATA, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES) ARISING OUT OF OR RELATING TO THIS POLICY OR RESULTING FROM YOUR USE OF, OR INABILITY TO USE, AI-POWERED FEATURES, AI-GENERATED CONTENT, OR ANY OTHER INTERACTIONS WITH COMPANY’S AI SYSTEMS—EVEN IF COMPANY OR AN AUTHORIZED REPRESENTATIVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

(b) Limitation of Damages

IN NO EVENT SHALL COMPANY OR ITS AFFILIATES, CONTRACTORS, EMPLOYEES, AGENTS, OR THIRD-PARTY PARTNERS, LICENSORS, OR SUPPLIERS’ TOTAL LIABILITY TO YOU FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION ARISING OUT OF OR RELATING TO THIS POLICY OR YOUR USE OF AI FEATURES (WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), WARRANTY, OR OTHERWISE) EXCEED FIVE HUNDRED DOLLARS (USD $500.00).

 

  1. Limitations by Applicable Law; Basis of the Bargain

 

(a) Limitations by Applicable Law

CERTAIN JURISDICTIONS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF YOU RESIDE IN SUCH A JURISDICTION, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS. THE LIMITATIONS OR EXCLUSIONS OF WARRANTIES, REMEDIES, OR LIABILITY CONTAINED IN THIS AI POLICY APPLY TO YOU TO THE FULLEST EXTENT PERMITTED UNDER THE LAWS OF THE JURISDICTION IN WHICH YOU ARE LOCATED.

 

(b) Basis of the Bargain

YOU ACKNOWLEDGE AND AGREE THAT COMPANY HAS MADE AI FEATURES AVAILABLE TO YOU IN RELIANCE UPON THE WARRANTY DISCLAIMERS AND LIMITATIONS OF LIABILITY SET FORTH HEREIN. THESE DISCLAIMERS AND LIMITATIONS REPRESENT A REASONABLE AND FAIR ALLOCATION OF RISK BETWEEN YOU AND COMPANY AND FORM AN ESSENTIAL BASIS OF THE BARGAIN. YOU FURTHER ACKNOWLEDGE THAT COMPANY WOULD NOT BE ABLE TO PROVIDE AI FEATURES ON AN ECONOMICALLY REASONABLE BASIS WITHOUT THESE LIMITATIONS.

 

  1. Compliance with Applicable Regulations

We are committed to operating our AI Systems in full accordance with all relevant legal and regulatory requirements at both the state and federal levels. Our practices are designed to respect user privacy and data protection standards, ensure fairness, transparency, and accountability in automated decision-making, prevent misuse or harm resulting from AI-generated content or actions, maintain appropriate human oversight over critical AI-driven processes, and respond promptly to any legal requests or obligations related to AI usage. We continuously monitor changes in legislation and regulatory guidance to ensure our AI technologies remain compliant, ethical, and aligned with best practices. Our internal teams regularly review and update our systems and policies to reflect evolving standards and societal expectations.

 

  1. Updates to This Policy

We may update this Policy to reflect new AI capabilities, legal requirements, or operational changes. Any revisions will be posted here with a new “Last revised” date. Continued use of our website after changes constitute your acceptance of the revised Policy.

 

  1. Contacting Us

If you have any questions or comments about this Policy, please contact us by either:

 

By Mail:

Attn: Customer Privacy Management Office

P.O. Box 939057

San Diego, CA 92193-9057

 

By Phone:

866-757-0010

 

By Email:

consumerprivacy@us.generaliglobalassistance.com

 

Effective Date This Policy was last revised on, and is effective as of, December 1, 2025.