With Genki Native, if you find yourself in an emergency or accident where you need to stay overnight at the hospital you should ask the hospital to contact our 24/7 hotline so they pay the costs directly to the hospital.
There is no specific network of doctors you need to choose from. You can choose any doctor, clinic, or hospital by yourself. Public or private.
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.
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 MCI.
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
Phone number: +34911599948
Email: [email protected]
(The hospital can also write an email, provide their phone number, and ask for a call back)
What happens next?
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 MCI (+34911599948) for any urgent requests.
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 MCI 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 MCI, or if you’re not receiving a reply quickly enough, you can resort to our customer support for help at [email protected]
What if need a hospital recommendation or medical advice?
If you need help with deciding on which hospital to visit in your region you can also contact MCI for advice. They have vast experience with dealing with hospitals and medical partners all over the world.
If you need a medical opinion about symptoms you are experiencing you can also contact MCI and they will get you in contact with their medical staff so they can advise you on your next steps.
If you have any questions don't hesitate to drop us a chat message or email at [email protected].
Stay healthy 🌱