Question 1

What is M-TIBA and how does it work?

Accepted Answer

M-TIBA is a health insurance administration platform and mobile health wallet that connects insurers, healthcare providers and members to digitize the full journey from enrolment to eligibility checks, pre authorisations, claims and provider payments. Insurers and programs run their health plans on the web portal, providers use the portal to submit pre authorisations and claims, and members access and pay for care via the My M-TIBA app or USSD, with funds and benefits earmarked for healthcare.

Question 2

What countries does M-TIBA operate in?

Accepted Answer

M-TIBA operates in Kenya and has documented deployments in other African markets such as Nigeria and Tanzania, as well as health insurance programs in parts of sub Saharan Africa and the Middle East. Availability for specific schemes depends on which insurers or health programs in each country are using the platform.

Question 3

How do I sign up for M-TIBA?

Accepted Answer

If you are a member, you can sign up by downloading the My M-TIBA app from the Google Play Store or Apple App Store and creating an account with your mobile number or email, or by dialing *253# in Kenya and following the registration prompts. If you are an insurer, broker, TPA or health program, you typically engage Mtiba directly to set up your scheme on the platform before your members can register.

Question 4

Does M-TIBA have a mobile app?

Accepted Answer

Yes, M-TIBA offers a mobile app called My M-TIBA, available on Android via Google Play and on iOS via the App Store. Members can use the app to create an account, view benefits and policies, see claims history and access in network providers.

Question 5

Who is M-TIBA best suited for?

Accepted Answer

M-TIBA is best suited for insurers, managing brokers, TPAs, governments and donor funded health programs that need to digitize and manage health insurance or other health financing schemes. It is also designed for members and healthcare providers who require simple mobile and web tools to access benefits, manage health funds and submit or receive claims and payments.

Question 6

How do I contact M-TIBA support?

Accepted Answer

You can contact M-TIBA support by emailing customercare@mtiba.co.ke or by calling the toll free number 0800 721 253 or the standard line 0709 071 000. Help options are also available inside the My M-TIBA app and via the USSD menu in Kenya.

Question 7

Does M-TIBA have a plan for teams or businesses?

Accepted Answer

Yes, M-TIBA has plans and capabilities specifically for teams and businesses such as insurers, brokers, TPAs, governments and donor funded programs that administer health insurance or health financing schemes. These organizations use Mtiba as their operations and administration platform while their members and providers connect through the mobile app, USSD and web portals.

Question 8

Does M-TIBA offer an API or integrations?

Accepted Answer

M-TIBA integrates payers, providers and members on a single digital platform, but it does not publish public API documentation or a developer portal. Any APIs or technical integrations for insurers, providers or partners are handled privately as part of implementing their schemes on the platform.

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