A quick update: I received a prompt response from the Generali PPF team, regarding my letter. A nice and normal response, without too much substance though:
We have received your complaint about the situation created and we would like to thank you for taking the time to inform us. We are sorry about the inconvenience you are going through. I want to assure you that all the companies members of Generali Group treat their clients respectfully and correctly, respecting the legal frame of every country or region, according to the obligations and responsibilities implied in the insurance contracts.
Following a discussion with the representatives in Romania, we received detailed information regarding you case. We understand we are talking about a misunderstanding of the contractual terms and also different view points on the medical reasons.
We have asked the Romanian representatives to re-analyze the file with maximum responsibility and to try and find reasonable solutions for both parties.
Considering the fact that the insurance policy was signed with RAI, it would be recommended that you keep in touch directly with the Romanian team members, so that a mutually agreed upon solution can be identified.
Thank you again for pointing out this unpleasant situation.
I replied, that’s next