If you get into an accident or suffer a sudden severe illness that requires hospitalization the most important thing to do first is to contact the local emergency services so they can transport you to the nearest suitable hospital.
Contrary to many insurances which will restrict the number of hospitals you can visit depending on their local network, as a Genki member you can choose any licensed hospital or doctor in the world.
Once at the hospital, you should receive the necessary urgent care, and once you’re able you can request the hospital to contact our 24/7 hospital assistance.
Alternatively, if you have a family member or friend, they can act on your behalf and instruct the hospital staff on how to proceed.
The payment will be made directly to the hospital, so you don’t have to pay any costs upfront.
You can find the phone number of our 24/7 hotline and instructions in the Member Center under "Help".
The name of the assistance provider is MD Medicus (except in the US & Canada)
They need the following information ready:
Name and date of birth of the insured person
Name and phone number of the attending physician/hospital
The (suspected) diagnosis
Date of the accident or when the illness started
Name and phone number of the contact person on site (e.g. you), if there is one
Mention that they are contacting them regarding insurance PWT-120001 provided by DR-WALTER in partnership with Genki
Phone: +49 2247 922-5014
Email address: [email protected]
(The hospital can also write an email, provide their phone number, and ask for a call back)
If your emergency happened in the USA or Canada, please contact Global Excel and follow the same procedure
Phone: +1 877 835-6243
Email address: assistance@globalexcel.com
(The hospital can also write an email, provide their phone number, and ask for a call back)
What happens next?
MD Medicus has local partners in every country worldwide.
After the hospital contacts them, they will contact their local partner so the same can offer the hospital a guarantee of payment. This is a procedure that should be swift but in certain cases can take up to a few hours.
The hospital can at any time contact MD Medicus (+49 2247 922-5014) for any urgent requests.
MD Medicus will later in the process request your insurance certificate, which can be found in the Member Center under “Documents”. You can also print the document at any time and carry it with you in case any emergency or hospital staff needs to look for the emergency numbers themselves.
In addition, they will ask you how long you’ve been traveling and ask you for a flight ticket. If you’ve already been outside your home country for a long time or if you’re an expat, you can explain to them this is the case and that’s why you don’t have any recent flight ticket.
What if the hospital is not cooperative?
If the hospital refuses to accept the payment (or just denies they received the guarantee of payment) you (or the person acting on your behalf) must contact MD Medicus as soon as possible through phone or email.
They will give you instructions on how to proceed and as a last resort they will organize a transfer to a different hospital that they recommend. They will not leave you without an alternative, but it’s crucial in such cases to act fast.
If you can’t call MD Medicus, or if you’re not receiving a reply quickly enough, you can resort to our customer support for help at [email protected]
Please, if the treatment does not require hospitalization do not contact the emergency assistance and follow the procedures described in the article: "I'm feeling sick. How can I use my insurance?"
If you have any questions about what is covered by the Genki Explorer you can check the article: "What is covered (and not covered) by the Genki Explorer?".