M-TIBA FAQs



 

M-TIBA is a mobile health wallet. The person you support decides when and how much money to set aside for healthcare. If no health emergency occurs, the money does not expire. Unlike insurance you can use your funds to pay for anyone at any M-TIBA facility. There is no minimum (or maximum) limit to deposit and you only pay for the services received from the healthcare provider. M-TIBA is not a risk pool and deposits in M-TIBA are not premiums giving access to an extensive medical cover. M-TIBA only pays the medical bill to the extent of the amount available in your mobile health wallet.

Your recipient can only use your funds to pay for healthcare at M-TIBA providers. If your relative or friend decides to exit their M-TIBA account, we will pay any remaining funds that you remitted back to you (withholding transaction charges).

Your relatives or friends can dial *253# and choose “FIND CLINIC” in the main menu. Once they share the name of their location, they receive a list of providers close to them (including distance). For more information or assistance, your relatives or friend can call our customer care center (toll free and 24 hours per day): 0800721253

Your relatives or friends can dial *253# and choose “FIND CLINIC” in the main menu. Once they share the name of their location, they receive a list of providers close to them (including distance). For more information or assistance, your relatives or friend can call our customer care center (toll free and 24 hours per day): 0800721253

M-TIBA funds can be used to pay for outpatient healthcare services and medication. The indicative cost of consultation at healthcare providers participating in M-TIBA in Nairobi is between 200 Ksh and 400 Ksh per person per visit. This excludes the costs of drugs and/or tests that may be prescribed by your doctor. Prices may vary depending on the healthcare facility you choose. The range of outpatient services you can pay for depends on the services your chosen M-TIBA facility can provide and on the amount of funds stored in your M-TIBA. Users are encouraged to save as much as possible to be able to pay for healthcare services in full.

M-TIBA Bonus scheme is a limited time offer that rewards the first 100,000 M-TIBA users who register and deposit 100 KShs or more in their M-TIBA before 30th September 2016. After making the first deposit of 100 KShs or more, M-TIBA users will immediately receive the following beneits:

  • A bonus amount of 50 KShs in their M-TIBA. Thereafter, users will receive 50 KShs each month when they deposit 100 KShs or more in M-TIBA for the next 11 months.
  • A Personal Accident cover for a period of 12 months valued at 8,000 KShs. Terms and conditions apply.

Anyone who is registered as a principal member of M-TIBA is eligible for the M-TIBA bonus scheme.

The Personal Accident Cover covers the principal M-TIBA member and one spouse. The spouse must be registered as a dependent in M-TIBA at the start of the cover. Principal M-TIBA members without a spouse can add a next of kin. To add spouse or next of kin, dial *253#, then choose 9 “Settings”, and then choose 2 “Add Dependent”.

To participate in the M-TIBA Bonus scheme, you have to be among the first 100,000 M-TIBA users who have made the first deposit of 100 KShs or more. Thereafter, you will receive 50 KShs each month when you deposit 100 KShs or more in your M-TIBA for the next 11 months. To qualify for the bonus scheme, register into M-TIBA and make the first deposit of 100 KShs or more before 30th September 2016.

You will automatically receive an SMS notiication from M-TIBA indicating the bonus amount and your new M-TIBA balance.

You will still receive the standard bonus amount of 50 KShs.

You will not receive a bonus amount for that particular month. However, you remain eligible for the following months’ bonus amount if you deposit 100 KShs or more in the new month.

The bonus scheme will run for 12 consecutive months, effective the day you deposit the first 100 KShs in your M-TIBA. If you miss to deposit funds in a particular month during the bonus period, you cannot redeem it after the bonus scheme has ended.

Yes. The bonus is added to your regular M-TIBA deposits.

No. You can only use the bonus amount to access healthcare at a healthcare facility carrying the M-TIBA logo.

The bonus amounts will remain in your M-TIBA for as long as your M-TIBA is active.

The bonus amounts will be returned to M-TIBA and be used as a bonus for other M-TIBA users.

  • Step 1 - Dial *253#
  • Step 2 - Enter your M-TIBA PIN
  • Step 3 - Select Option 2: “My M-TIBA Benefits”
Your M-TIBA balance is displayed. The balance displayed includes your accumulated bonus amounts.

You will receive an SMS notiication from M-TIBA once you have made your first deposit of 100 KShs or more. Your national ID number used for registration will be your reference number and veriication ID.

Cover for Death as a result of an accident to the full limit (8,000 KShs) and Permanent Total Disability as a result of accident to 50% of the limit (4,000 KShs) for the principal member or spouse only.

All claims on the Personal Accident Cover for death will be processed at the UAP Head Ofice at Bishops Gardens Towers, Bishops Road, Nairobi or via email on mtiba@uap-group.com. A copy of the death notiication must be sent to lodge a claim.

All claims will be done via healthcare facilities that carry the M-TIBA logo. This will require an assessment from a licensed medical professional who will provide details in the visit notes UAP will then prepare the documentation for processing.

In case of Termination of M-TIBA, the Personal Accident cover will be automatically terminated as well. No refund will be applicable for the Personal Accident cover.

Anyone who is a Safaricom customer above the age of 18 years is eligible to register for M-TIBA

You must have a duly registered Safaricom SIM card and be a holder of a valid national identity card or passport.

There are multiple ways to register for M-TIBA:

  • Simply dial *253# and complete the steps in the menu to register
  • An M-TIBA agent will visit you to help you register
  • You can register from any of the facilities that carry the M-TIBA logo
  • You can register by calling the M-TIBA Toll Free line 0800 721253

An M-TIBA agent is an authorised person who can provide information on M-TIBA and help you with the following activities:

  • Registration on M-TIBA
  • Transfer funds from your M-PESA to your M-TIBA
  • Provide a list of healthcare facilities participating in M-TIBA in your area
  • Provide information about promotional offerings on M-TIBA
You are advised not to give cash to M-TIBA agents.

No. You can only register one M-TIBA Account.

  • Step 1 - Dial *253#
  • Step 2 – Enter M-TIBA PIN
  • Step 3 - Select option 9: Settings
  • Step 4 – Select Option 1: Change PIN
  • Step 5 - Enter Current PIN
  • Step 6 - Enter New PIN
  • Step 7 - Confirm New PIN
You will receive an SMS notification confirming PIN change “Your PIN has been changed.

Make sure you provide correct details during registration. If you notice certain details are wrong, please call the M-TIBA Toll Free line on 0800 721253 or email customercare@mtiba.co.ke

To confirm registration status simply dial *253#.

No. This option will become available in the near future. We will inform you when this is active.

You will need to call Safaricom Customer Care and get your SIM card blocked. Then you need to get a replacement for the SIM card at your nearest Safaricom Shop. After getting your new SIM card, you can continue using your M-TIBA by dialing *235#.

Yes. Please contact the M-TIBA Toll Free line on 0800 721253 for instructions. You will be asked to provide confidential information to verify ownership. However, you are advised to keep your M-TIBA active.

  • Step 1 - Dial *253#

  • Step 2 – Enter M-TIBA PIN

  • Step 3 - Select option 2: My M-TIBA

  • Step 4 - Select the program you wish to leave

  • Step 5 - Select option 4 Quit program

  • Step 6 - Select option 1 to confirm

Our customer care team will call you within 48 hours to complete the exit process. A confirmation will be made to ensure there are no pending bills. Upon confirmation, your remaining funds will be sent to your M-PESA within 5 working days.Any remaining Bonus funds will be returned to M-TIBA and will be used as bonus for other M-TIBA users.

Upon notification of death, by a next of kin by availing of a copy of the death certificate, the M-TIBA account will be de-activated and the remaining funds will be sent to your M-PESA account within 5 working days.

All information/data in our system is secure and protected using the highest standards.

You can call the M-TIBA Toll Free line on 0800 721253. Alternatively, you can visit www.mtiba.co.ke or email customercare@mtiba.co.ke.

All transactions from your M-PESA to your M-TIBA are free of charge.

  • Step 1 - Go to M-PESA menu then select ‘Lipa na M-PESA’
  • Step 2 - Select Paybill option then enter business number: 300066
  • Step 3 - Enter ‘MTIBA’ as the Account Number
  • Step 4 - Enter the amount you wish to transfer to your M-TIBA then click OK to confirm
You will receive a confirmation SMS from M-PESA and another from M-TIBA. All transactions from your M-PESA to your M-TIBA are free of charge.

  • You can transfer funds into your M-TIBA as often as you wish. There is no limit to the number of times you can transfer funds from your M-PESA to your M-TIBA
  • Funds stored in M-TIBA do not expire

  • Dial *253#
  • Enter your M-TIBA PIN (or press 1 if you have forgotten your PIN)
  • Select option 2: My M-TIBA Benefits
  • Available M-TIBA balance will be displayed on the screen.

No. There is no set minimum balance in M-TIBA.

The minimum amount you can transfer from M-PESA to M-TIBA is 10 Ksh.

There is no maximum limit of funds you can store in M-TIBA.

Funds stored in your M-TIBA will stay safe. Your M-TIBA is secured with a PIN which should be known only to you. Do not share your PIN with anyone. The funds stored in M-TIBA are managed by UAP. UAP is a licensed insurance company and a medical scheme fund manager regulated by the Insurance Regulatory Authority of Kenya.

All transactions from your M-PESA to your M-TIBA are free of charge.M-TIBA works with a large network of healthcare providers. Please ask an M-TIBA agent for a list of healthcare facilities participating in M-TIBA in your area, call the M-TIBA Toll Free line on 0800 721253 or visit www.mtiba.co.ke.

Participating healthcare facilities will carry the M-TIBA logo.

  • M-TIBA funds can be used to pay for outpatient healthcare services and medication. The indicative cost of consultation at healthcare facilities participating in M-TIBA in Nairobi is between 200 Ksh and 400 Ksh per person per visit. This excludes the costs of drugs and/or tests that may be prescribed by your doctor. Prices may vary depending on the healthcare facility you choose
  • The range of outpatient services you can pay for depends on the services your chosen M-TIBA facility can provide and on the amount of funds stored in your M-TIBA. Users are encouraged to save as much as possible to be able to pay for healthcare services in full.

  • Dial *253#
  • Enter your M-TIBA PIN (or press 1 if you have forgotten your PIN)
  • Press 1 to ‘Get Treatment’
  • Select recent clinic (1, 2, 3) or enter Till Number of the clinic you are visiting (e.g. 465004)
  • Press 1 to Authorise
  • You will receive an SMS message with a transaction number.

    You will receive an SMS notification when you have opened your M-TIBA before getting treated, and another SMS when the healthcare facility has billed your M-TIBA. The SMS sent after your M-TIBA has been billed will indicate the cost of the services and medication and your new M-TIBA balance.

    The healthcare facility uses a pre-agreed price list to bill you. You are advised to confirm the cost of a service with the healthcare provider before opening your M-TIBA. However, for any questions, please call the M-TIBA Toll Free line on 0800 721253.

    You will get an error message and you will not be able to make a payment.

    Yes. You can pay for anyone using your M-TIBA if you add them as a dependant. Dial *253#, Log in, select Settings then Add Dependant; follow instructions to add dependant. Once the dependant is added you can pay for his/her treatment and medication.

    You can only use M-TIBA to pay bills up to the value of funds you have stored. You can transfer additional funds to your M-TIBA directly from your M-PESA following instructions provided under item 9 above “How do I transfer funds to my M-TIBA?”