M-TIBA FAQs

"Frequently Asked Questions"

About M-TIBA

Is M-TIBA like insurance?

M-TIBA is a health payment platform that can accommodate various sources of funding such as savings, remittances from family members, donor funding for specific (vulnerable) populations or to support specific healthcare needs, and health insurance. M-TIBA is not a risk pool and deposits in M-TIBA health-savings service 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 savings or as defined by your insurance scheme or donor program.

Can funds on M-TIBA be withdrawn?

Funds on MTIBA can only be used to pay for healthcare at M-TIBA providers. In the case of personal savings and MTIBA deposits from friends and relatives, if one decides to exit M-TIBA, we will pay any remaining funds back to the owner or back to the remitter respectively (withholding transaction charges)

How does one locate an M-TIBA facility?

You, 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

Are my funds safe 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.

What healthcare services can I pay for using M-TIBA?

M-TIBA funds can be used to pay for outpatient healthcare services and medication. 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. In cases of public and private insurance schemes and donor funded programs, the range of services that can be paid for will be determined by the scheme payer.

Registration into M-TIBA

Who qualifies to register for M-TIBA?

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

What documents do I need 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.

Who is an M-TIBA agent and what does he / she do?

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.

Where can I register for M-TIBA?

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

For MTIBA donor programs and public insurance schemes (UHC), a field agent will visit you and register you and your dependants to the program.

For private and corporate insurance schemes, your company’s HR will do the registration for you and your dependants.

Can I register more than one M-TIBA Account?

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

Self-help M-TIBA / Customer Care

How do I change my M-TIBA PIN?
  • 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.

How do I correct personal details in case they are wrong in the system?

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.com

How do I confirm if I or my dependants are registered?

To confirm registration status simply dial *253#

Can I transfer funds from my M-TIBA to another M-TIBA user?

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

What happens if I lose my phone?

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 dialling *253#.

Can I close my M-TIBA?

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.

Can I get my funds back if I exit M-TIBA?
  • 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.

What happens to my M-TIBA funds in case of death?

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.

How secure is my personal data?

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

Where can I get additional information about M-TIBA?

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

Tranferring funds to my M-TIBA

How much does it cost to transfer funds to my M-TIBA?

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

How do I transfer funds to my M-TIBA?
  • 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.

How often can I transfer funds from my M-PESA into my M-TIBA?

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

How do I check my M-TIBA balance?
  • 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.

Am I required to maintain a minimum balance in my M-TIBA?

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

What is the minimum amount of funds I can transfer to my M-TIBA?

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

What is the maximum amount of funds I can store in M-TIBA?

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

Are my funds safe 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.

Using M-TIBA for treatment

Where can I use M-TIBA?

M-TIBA works with a large network of healthcare providers. You can dial *253# and select “Find Clinic” to locate MTIBA healthcare provider around you. You may also ask an M-TIBA agent for a list of healthcare facilities participating in M-TIBA in your area, or call the M-TIBA Toll Free line on 0800 721253, or visit www.mtiba.com

How do I recognise an M-TIBA facility?

Participating healthcare facilities will carry the M-TIBA logo.

What healthcare services can I pay for using M-TIBA?

M-TIBA funds can be used to pay for outpatient healthcare services and medication. 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.

How do I authorise treatment using my M-TIBA?
  • 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.

How do I know when my M-TIBA has been charged?

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.

How do I know I’m not overbilled?

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.

What happens if I transfer funds to a facility that is not participating in M-TIBA?

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

Can I pay for others using my M-TIBA?

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.

What happens if I don’t have sufficient funds in my M-TIBA to pay for healthcare services?

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 above item "How do I transfer funds to my M-TIBA?"