The first important point to understand is that Genki acts as an insurance agent, which means that any agreements and reimbursements regarding medical costs are the responsibility of the insurer behind both Genki Explorer and Genki Resident, which is DR-WALTER.
This means that any questions regarding the status of your reimbursement, or, simply to ask if a specific future treatment will be covered by your policy, must be asked directly to DR-WALTER's claims team. Genki does not hold any medical or claim information.
If the treatment or examination is done without the need for hospitalization, please contact DR-WALTER's claims team at [email protected] together with as much medical information as you can provide, as well as any available medical documents.
It is only possible for the claims team to confirm coverage of any type of treatment if they have the proper medical information and documentation available, so please attach all medical documents related to your treatment in your email to DR-WALTER, and be as specific as possible with the information and question.
If your treatment requires hospitalization (surgery e.g.) please contact our partner MD Medicus (24/7 hotline assistance)
You can find the phone number of our 24/7 hotline and instructions in the Member Center under "Help".
Have any questions? Drop us a message!