Tranquilidade Reviews 129

This insurance company is only good till you have a claim. We were unlucky to be hit by another car, outside of Portugal, and the claim process was a nightmare.
It took 72 days to have the claim paid, they deducted the Euro 250 of deductable although it was the fault of the other driver. The website or the app do not work unless you have a portuguese telephone number and it took several calls to customer service to find out as they did not seem to know it either. Only way to communicate was via whatapp with waits of 25 to 45 minutes each time. Once they claimed that the documentation was lost and next time that it was given (by them) to the wrong department. Generali has recently taken over this company but they still have plenty of work to do, in the meantime I moved to another company.

Terrible service. I was left on the aide of the road in the scorching sun in the middle of summer for hours & the truck never arrived. I called 4 times & was told it was on its way. I ended up leaving my bike overnight on the road & paid an uber home. The next day, they tried to tell me I had used my one pickup & the truck driver who lives & works in Lagos said he was not called the day before & was available! After this paid year is finished I wont renew with them again!

Very dishonest, I am still waiting for my reimbursement after providing all the documents to their email! 0 stars! I’ll highly discourage anyone or company from using them

Basically a scam company.I've been payg them for 3 years for my car, about 1800 EUR in total. when there was an accident they refused to talk to the other insurance company, the vehicle that hit me and they also denied paying for the repair costs, even though that was the initial recommendation from the agent who was in contact with me.

I scratched my car at a narrow parking lot, back and front. I called Tranquilidade, reported the accident on the app, and called again. An agent said because front and back of the car involved, they treat this as two separate accidents. I asked if having two accidents is too bad and he said that it's no problem, my fees will raise 10%, that's it. By the end of the policy Tranquilidade informed me that I had too many accidents, I am a risky driver, and they will not continue the contract. I filed a protest but Tranquilidade said they cannot change their decision because I have accidents to often but I can come back to them in a year. Obviously I am not coming back and warning others about this unexplainable decision.

Tried to do a simulation for car insurance on their website. Process got constantly stuck cause of "unexpected errors". Super unprofessional. I gave up after 10 minutes of trying. 1 potential customer less ...

Not only the insurance wasn’t helpful for me, but also the customer service is incompetent and rude. I had an accident, which wasn’t covered by the insurance, which is ok, but I purchased an extra coverage for the glass damage. After the accident I called them and asked whether I can get reimbursed at least for the glass and they said yes. When I brought the car with an evacuator to the partner company of the insurance, it turned out, they need to request an additional permission, because the glass damage was associated with an accident. They took a whole day to respond to the company (not to me directly) that it’s not covered. I only knew that after calling the insurance directly, and when I asked the worker to point me to the specific paragraph in the rules that is stating this exception, he refused and told me that I have to find it myself reading through 50 pages of legal text. In addition, he laughed in my face about me insisting to get a detailed explanation of their reasoning. It made me feel very frustrated and stressed. I read through the conditions and didn’t find this exception. I still haven’t received any official reasoning from them in written form. I never encountered such an impolite and unprofessional behavior in any other bank or insurance.

I had a policy given to me when I purchased my vehicle from Santogal. The policy, when I checked the app, said I had cover to replace tyres.

So when my tyre burst, I contacted the call centre, they sent a tow truck to collect me, my car was dropped off at Roady. I then paid for the new tyres (ensuring that it was under €300 to comply with my policy) and then I was given so much hassle trying to claim back. Every excuse was made, I was eventually told to directly deal with a third party provider that provides this insurance and they never returned emails nor did they have any contact numbers. I was told I did not ask them permission to change my tyres and therefore they will not refund me.

please do not join this insurance. terrible! i had an accident, it was not my fault, I was transport to the hospital with the ambulance, one month after i still dont know anything, no communication, nobody knows who is the person in charge of the insurance, i can only call the helpline and everyday wait more than 1h to speak with someone new who i have to explain everything from the beginning. . Helpline in English even if technically exist does not work, nobody speak english and direct you to portuguese speakers. And if you joined the insurance and if you still have a foreign number they will never call you, and you cant register in either app or website. give yourself a favour and do not join Tranquilidade. i lived all over the world and this is the worst experience i ever had.

The worst company, the worst service, please stay away from this Insurance company they don’t care about their clients at all, having 5 days problem with them and they don’t even try to help . They charge extra amount from account and don’t give explanation and have the highest payment rate

Do not get any insurance from Tranquilidade, it’s a fraud company. I got their insurance two years ago and literally whatever procedure I want to do, they say it’s pre-existing condition. They refuse to do any service except regular visit to doctor.
Save yourself money and get a different heath insurance!

Health insurance:

16 months into the insurance, I got an extremely painful sinusitis, which needed surgery. Instead of approving it, they falsely claimed it was a pre-existing condition with no justification whatsoever and no information about how to complain.

Luckily, I found a scan report from 1997 that contradicted AdvanceCare's baseless claim that this was a pre-existing condition. Also, Portuguese insurance law only allows exclusions of pre-existing conditions for 12 months.

The discussion with them prolonged the strong pain with two weeks, during which I had to eat loads of strong painkillers to be able to function. This is institutionalised torture and a breach of contract.

They finally approved it, but not without refusing cover for one of the necessary acts. Thankfully, Trofa Saúde accepted to do it anyway.

Twice, I had to discuss with them to get cover for vitamin blood tests, which are included. The same happened with ENT consultations. Months of discussion each time, but they finally paid. Of course they hope most people give up.

When I wanted to give notice to switch to another insurer 3 months before the expiry, they refused to accept the notice until 30 days before expiry. This is in violation of Portuguese insurance law.

Generali Tranquilidade happily break the law when it suits them. It seems to be a part of their business model, which includes exhausting the insured with endless discussion.

Car insurance:

When a careless driver reversed into my car, it was very difficult to follow the status of the claims handling. I tried to call them, but as I don't speak Portuguese yet, they said an English speaker would call back. They never did. I had to call my insurance agent. It was the other driver's insurance that had to cover the cost, and the repair was finally done correctly. At least I got the included replacement car.

I am going to get rid of the rest of my Generali Tranquilidade insurances. I don't trust them any more.

I had been enrolled with Tranquilidade in 2023 through my previous employer, DEEL. As I was departing from the company at the end of December, I contacted the insurance company to express my interest in taking over the contract. The customer service representative assured me that they would send several quotes, and that I would need to choose one once my current contract ends beginning of January. I was guaranteed that my coverage would continue, and I wouldn't have to go through another waiting period if I submitted the necessary paperwork within 30 days after my contract concluded.

When January arrived, I contacted the insurance company only to be informed that I was no longer insured, despite the earlier assurance and the customer portal still indicating my coverage. Additionally, the customer representative insisted that I now had to undergo another waiting period of 90 days.

This experience left me feeling deceived, and I find it reprehensible that a company would subject established customers to another waiting period.

I strongly advise against choosing this company, as their practices seem dishonest and untrustworthy.

Absolutely no concept of customer service - polite request for the card to go in your screen, no - don’t have to so we cannot be bothered to help

I used one of their representatives in Lagos to help me file a request for replacement windows as mine had been broken by the heat. The speed and efficiency of my claim being processed and a cheque issued surprised me. The helpfulness of the representatives was impressive.

I have already been waiting more than 2 hours for a reboque and now got a text that I have to wait 42 min more. My mechanic will be closed by the time it gets here. What an awful service!!!

Sent photos of damages in HEIF format (viewable with any modern app/device/OS and convertible online) and asked if my €647.62/year full insurance covered them. They replied they couldn't open them and sent 94 pages of T&C without answering. I opened a claim, answered all questions, and attached photos of the damages and invoices in JPG format. They denied it due to "lack of discription" (sic) without explaining what information was missing or letting me provide it. I opened another claim with description. They assumed the damages were caused by a third-party and refused to reimburse the €62 of estimated damages.

Another time I asked whether my €647.62/year full insurance covered plumbing and they just sent me my policy without answering. I reported the damage (leaking toilet) and they refused to cover it.

Virtually useless "home assistance" protection/service, they only pay technician transportation/travel, you must pay everything else including repairs/replacements. I tried using my €647.62/year full insurance to replace a broken plastic water tube in 2 bidets and, after making me waste ~1 hour with forms, e-mails, phone calls, and video calls, they refused to fix, replace, or reimburse and told me if I wanted to use the "Home Assistance" protection/service I'd have to pay the repair/replacement because they only covered plumber transportation/travel.

Only times they reimbursed something (still less than the insurance premium) were when my partner got robbed and we provided a police report and when a tree fell down on my lawn (€8.29).

Bureaucratic and outdated, required I manually fill out and sign a form and re-send a copy of my ID card (arguably illegal) to change my IBAN (no other business required such things).

Summarizing: pay like a king, get treated and protected like a bum. They charge a fortune but "home assistance" is virtually useless and they apparently only reimburse if you get robbed or your house burns down.

Update (10/21/2024): They raised my insurance premium 13,7% (!) to €736.13/year (!).

Update (11/27/2025): Refunded €94 of €481 (I pay €736.17/year).

Have never had worse customer service. They over charged us for insurance by nearly double. We cancelled the policy the next day but they still haven't issued a refund. They were rude and abusive. Only wish I could give them 0 stars