Direct payments with Air Doctor are no longer available. with Genki Explorer
What has changed?
I am sorry to inform you that direct payment with Air Doctor is no longer available.
We understand how much of a valued service this was for many of our members, but we would like to assure you that your coverage remains unchanged with all current benefits still covered.
How can I use the insurance from now on?
It's not necessary to use the Air Doctor app to seek medical help.
You are and were always free to find doctors on your own without contacting us or DR-WALTER first
What you need to know:
You can book a telemedicine consultation or a doctor’s appointment online. You can still use the Air Doctor app for that.
You can go directly to any doctor or hospital that you prefer.
In all cases, you will need to pay upfront and then request reimbursement for these costs in our Member Center. That process is standard for worldwide health insurance providers, not just for Genki Explorer.
If your claim is accepted you will receive an email from DR-WALTER with the confirmation of the reimbursed amount, and you receive a second email with a payment link you need to access to add your payment details and request the payout.
What If I don't have money to pay my treatment?
The standard procedure dictates that every treatment that is conducted without the need for hospitalization (meaning you're not assigned a hospital bed) must be paid upfront by you and later you can request the reimbursement in our Member Center.
However, it's understandable that on rare occasions the treatment might be too expensive and urgent and you need help with the payment.
If your treatment turns out to be extremely expensive, urgent, and necessary:
Have the hospital or clinic contact the 24/7 emergency assistance.
The assistance may agree to make payments directly to the hospital in such cases, but that is not guaranteed.
You can find the emergency assistance contact information on our Member Center.
Please note that it won't be always possible for the assistance to accept upfront coverage for an outpatient treatment or examination, but that doesn't mean they are rejecting coverage of the same, they are rather informing you that you should pay for the treatment upfront and then request a reimbursement.
How do I know my treatment is covered?
There are a few points to consider if you wish to know if your treatment is covered:
Carefully review the Product Information and Consumer Conditions for Genki Explorer in our Member Center.
Common exclusions are limited coverage in your chosen home country and no coverage for pre-existing conditions and preventive care.
In case you have received a concrete treatment and cost plan from a doctor and want to know if that is covered, please contact [email protected]. You’ll receive a response within 2-3 business days.
No pre-approval is needed before treatment except for planned surgeries. In case of a hospital overnight stay or surgery you must contact the 24/7 emergency assistance as early as possible.
We can’t legally give pre-approvals for a specific treatment. Only our insurance partner DR-WALTER can do that. They will need proper medical documentation (treatment & cost plan) from you to make their decision.
Have any questions? Drop us a message!