Reply from Genki - Insurance for Nomads

Updated Feb 26, 2026

Hi Matthäus,

Thank you for your feedback.

For clarity, mental health treatment under Genki Native is subject to a six-month waiting period, as clearly stated in the insurance conditions and available in the Member Center and Help Center.

Mental health life-threatening emergencies are covered, regardless of waiting periods, and 24/7 medical assistance is available in urgent cases.

Once the waiting period has passed, psychotherapy requires pre-approval. To assess eligibility, the insurer requires a medical report from a licensed medical professional outlining the diagnosis, relevant medical background, and a recommended treatment plan specifying the type and number of sessions. This is a standard requirement in health insurance, as insurers must evaluate medical necessity and coverage in accordance with the contract terms.

Requesting a diagnosis and treatment plan is not unusual, nor specific to one country or provider type. Licensed medical professionals, including those in private practice, routinely issue such documentation when treatment is to be reimbursed by insurance.

These requirements are defined by the insurer and apply consistently to all members to ensure fair and transparent claim assessments.

Members who need clarification on the documentation process can contact support for guidance.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Feb 12, 2026

Hi Juniper,

Thank you for taking the time to leave your feedback.

Genki Native is an international private medical insurance designed for long-term coverage, including the option of lifelong continuation. Because of this structure, medical underwriting is required before enrollment. This is standard practice across international health insurance providers and not specific to Genki.

Genki Native is insured by Squarelife. While we work closely with Squarelife and support our members throughout the process, underwriting decisions, including acceptances, exclusions, or denials, are made by the insurer. These decisions are based on established underwriting guidelines and medical risk assessments.

If you would like clarification regarding a specific underwriting outcome, our team is happy to coordinate with Squarelife to provide more detailed information.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Feb 3, 2026

Hi Nat,

Thank you for taking the time to leave us feedback.

Genki Native is an international private medical insurance designed for long-term coverage, including the option of lifelong continuation. For this reason, strict underwriting is required before sign-up. This is not exclusive to Genki Native, but it's a standard for all International Health Insurance.

Prior to signing up, contact with our support team indicated an intention to take out insurance to be proactive about health. This is entirely appropriate, but it does not override the Insurance Conditions or constitute approval of coverage outside the agreed terms, neither was this ever communicated in such manner. No question was asked about taking out insurance in order to rule out cancer following family history, and no such scenario was discussed or approved.

During sign-up, the medical questionnaire was completed stating that there were no pre-existing conditions. The questionnaire clearly explains the obligation to provide complete and accurate information and includes a mandatory checkbox confirming this, together with the consequences of non-disclosure.

During a later claim assessment by Squarelife, medical information predating the start of cover was identified that had not been included in the questionnaire, which in fact, is not related to the type of illness you're mentioning in your review. Where a factual breach of the Insurance Conditions is identified, Squarelife is required to document and communicate this in a factual manner. This process is not personal or punitive, but a regulatory and contractual obligation.

As set out in the questionnaire and Insurance Conditions, such findings require reassessment under the insurer’s underwriting rules, which can include termination of cover.

We wish you luck in your search for matching coverage.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Jan 29, 2026

Hi Liliana,

Thank you for bringing your case to our attention.

We’d like to clarify a few important points for transparency. With Genki Explorer, claim management and payouts are handled by our insurance partner, DR-WALTER, which is responsible for processing and issuing claim payments. Genki itself does not directly pay out claims.

That said, we actively support our members by flagging delays and communication issues to our partners and following up on their behalf. In your case, this has already been done, and we contacted our partner again today to further expedite their response.

Regarding compensation: the payout has already been made available, and you may choose the receiving bank account or an alternative payment method, such as bank card transfer, Revolut, or Wise. We understand that your bank has requested additional documentation, and we are continuing to support you in obtaining what’s needed.

Our support team is available 24/7 via WhatsApp, chat, and email. While we are not an emergency medical line, our average response time is within minutes. Your case is currently being followed by our support team, and as we’re already in direct contact with you, we’ll continue providing updates through the appropriate support channel to ensure your case is resolved as quickly as possible.

We truly appreciate your patience and the opportunity to address this.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Jan 27, 2026

Hi Anatoly,

We’re sorry to hear how frustrating this situation felt.

For Genki Explorer, medical claims are handled by our insurance partner, DR-WALTER, which reviews medical documentation and determines whether a treatment meets the insurance conditions for reimbursement. Genki itself doesn’t have access to medical records or claim files, and we can’t influence claim decisions.

When a claim involves symptoms or tests for which it’s not immediately clear whether the treatment falls within the insurance conditions, the claims team may need to request additional documentation. This isn’t intended to delay or avoid payment, but to clarify the medical context and ensure the claim can be assessed correctly under the insurance terms. Unfortunately, when documentation is incomplete or unavailable after travel has ended, the process can become more difficult.

If you’d like, our support team is still happy to review the correspondence and check whether there’s anything further we can clarify with our partner on your behalf. You can reach out to us at help@genki.world.

Stay healthy 🌱
Pedro