Reply from Genki - Insurance for Nomads

Updated Jun 1, 2026

Hi Jane

Thank you for taking the time to share your feedback. We understand it can feel cumbersome when documentation is requested for what seems like straightforward visits.

Asking for medical documentation is a standard requirement across the insurance industry. To properly assess a claim, the insurer needs to understand the symptoms and their onset, the diagnosis, and the treatment plan. Without this information, there's no way to verify that the treatment falls within the scope of the contract, which is a regulatory obligation that insurers must meet.

A medical report is a document any licensed doctor is generally expected to provide for the treatment they deliver; it's a global standard in healthcare. If the doctors or clinics you visited charge separately for issuing it, that's the provider's practice rather than something the insurer can influence. The documentation requirements apply regardless of how providers choose to handle their reports.

We aren't able to identify your specific case from this review alone, so if you'd like us to look into it, please reach out to our support team at help@genki.world with more details, and we'll be glad to see how we can help.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Updated May 22, 2026

Hi Jos,

Thank you for sharing your feedback.

There's an important point worth clarifying. Pre-existing conditions are not covered under travel health insurance, as a rule of the product category itself, not specific to us. Both Genki Explorer and Genki Traveler apply the same exclusion. Explorer is managed by DR-WALTER and Traveler by Squarelife, but both teams follow the same process for assessing a claim: the treating physician's medical documentation is reviewed against the insurance conditions, and the decision is made based on that review. It isn't arbitrary, and it isn't a question of one insurer being stricter than the other.

The pre-existing condition exclusion is stated on the product page, in the product overview, during sign-up, in the Member Center, the Help Center, the Insurance Conditions, and on the Certificate. When a claim isn't covered, it's not that the service covers nothing. A specific exclusion applies to a specific case, and the same exclusions exist in Genki Explorer.

The definition is also worth being precise about. Under Genki Traveler, a pre-existing condition is any condition where you experienced symptoms, received a diagnosis, or underwent treatment within one year before the insurance start date, OR any chronic or congenital condition you were aware of before starting. Treatment in the last 12 months is one of three triggers, not the only one. Symptoms count on their own, and a chronic or congenital condition known beforehand falls under the exclusion regardless of when treatment was last performed. A case still under investigation can still meet the definition when the medical documentation links the testing or treatment to a condition that fits it.

One thing worth thinking about long-term: if a condition eventually turns chronic or needs continued treatment, that's the point at which travel health insurance reaches its limits. The product designed to keep covering that situation is Genki Native, our international health insurance. The one thing to keep in mind is that the condition needs to start after the contract is active. That's why it's worth taking out the insurance early, before anything appears, rather than waiting for a need to come up.

Our support remains available at help@genki.world if you wish to review any information.

Stay healthy 🌱
Pedro

Reply from Genki - Insurance for Nomads

Updated May 19, 2026

Hi Arif,

Thank you for sharing your feedback. I've carefully reviewed your file so we can respond appropriately.

Regarding claims experience, you've had multiple claims approved this year, with payout links sent within 24 hours of each approval.

For the most recent claim (001-2026), the original payout link was sent on 30 March. When it wasn't used within the 7-day window, a new link was issued on 22 April, and the transfer was successfully initiated on 29 April, so the payout for this claim has been processed. If you'd like written confirmation of the transfer, just reach out to our support team, and we'll send it over.

We also want to acknowledge that part of the confusion came from the email Squarelife sent you on 29 April, which mixed up two of your claims. It referenced a payout from September 2025, but that was for claim 001-2025, a separate, earlier claim. Claim 001-2026 is a distinct case that was paid out on 29 April. We can see how this email would have made things unclear.

On the partnership: Genki is the insurance agent you interact with. We cooperate in product development, handle sign-ups, and provide customer support and account management. Squarelife is the insurer behind the contract, which means they're the company actually providing your coverage and handling claims decisions and payouts.

Both roles are explained on our product pages, in the product overview document, during sign-up, and in the insurance conditions. This isn't hidden, and the split is standard in international health insurance.

If you'd like us to walk through your claims history with you or send the transfer confirmation, please reach out to support, and we'll take care of it.

Stay healthy 🌱
Pedro