Very poor claims experience when I actually needed cover
I took out Genki travel health insurance in good faith and had a very disappointing experience when I needed urgent medical treatment abroad.
On 16 February 2026, after my policy had already started, I suffered an acute fall and sustained a serious knee injury. I was unable to fully extend my knee, had severe pain, required urgent MRI imaging, and later underwent arthroscopic surgery after being diagnosed with a lateral meniscus tear and loose body in the knee.
Despite extensive documentation, including:
emergency MRI referral
hospital medical reports
MRI images and reports
a formal medical confirmation letter from the treating hospital
confirmation of loss of extension / mechanical restriction
admission and discharge diagnoses confirming a loose body in the knee
an independent incident report confirming I could not bear weight or straighten my leg
the claim for surgery was still refused.
The insurer focused narrowly on radiology wording while giving insufficient weight to the full clinical picture, the treating hospital’s findings, and the formal confirmation that MRI alone could not assess locking and that this had to be determined clinically.
The MRI itself was covered, but the urgent surgery was denied, even though the hospital confirmed it was medically necessary and appropriate.
What has been most frustrating is the amount of time, effort, and stress required to repeatedly gather documents, chase departments, and escalate the matter, only to have the decision maintained.
My experience has left me with very little confidence in how serious claims are handled when treatment is needed abroad. Based on my experience, I cannot recommend this insurer.