Frequently Asked Questions

Our enhanced Medical Insurance cover provides unique options for you and your family; Cover options are:

  • Platinum
  • Gold Card
  • Silver Plus
  • Silver
  • Bronze
  • CoverMe

Premiums are dependent on age , benefit choice, risk profile e.t.c Our plans are accommodative & tailored to meet the needs of a wide variety of customers.

Cover benefits, Convenience, affordability, customer service and value ?added benefits are some of the things to consider before signing on the dotted line. Our Covers offer customized products with comprehensive benefits and rewards. Some of the value adds include:

  1. Cover for medical injuries resulting from political violence
  2. Local & International rescue & evacuation services
  3. Nutrition Advice
  4. 24 hours call centre
  5. Health camps and health alerts

Our Covers have maternity benefit with a waiting period of 1 year.

You must have Inpatient cover for you to enjoy outpatient cover.

For Travel insurance you can buy short term. However medical insurance is long term ( 1year).

Our Flexible and Friendly payment plans make it possible to settle your premiums in stallements through FinCredit services and bank IPF and KWFT payment plan

Payments can be made by credit cards at any of our payment points in our offices. We accept all major credit cards.

We have a list of accredited services providers for both inpatient, outpatient , Pharmacies and specialist. The list is available on the website

Yes, we cover infants from birth after discharge from hospital.

You can take up cover for your family back at home if they are based within Kenya. Simply complete a membership application form available on the website and in our branch countrywide. Attach passport size photographs, copy of the identity cards and medical report ( where applicable) . The main member of the family should be 18years or older . Soft copies are also acceptable.

The medical results are dependent on the tests done and can vary from one day to seven days.

Yes. You will have to be a resident, not necessarily a citizen, of one of the countries in which we have offices to qualify for membership.

On renewal of your policy, you can upgrade your health plan and this will require a medical evaluation prior to acceptance.

Refunds can be considered in the case of Individual cancelling their membership within 30days of the policy. Otherwise, members withdrawing from the policy will be liable to refund for premium.

A pre-existing condition is a medical condition which you knew or ought reasonably to have known and can be medically proven you had prior to becoming a member or renewing a policy and which has been inferred either prior to membership, renewal or subsequently to have existed.

You could pay under the following circumstances:

  • Visiting a provider without an AAR Referral note where one is required
  • The condition being attended to may not be provided for under the AAR Medical Scheme
  • Visiting a hospital that is not in our panel of providers
  • When you have exhausted your benefit limits
  • Visit fee or copayment may be applicable

Treatment outside requires pre-authorization. Notify us whenever you travel outside and report emergencies to us to be able to confirm and reimburse your cost promptly when you return.

You give us feedback on website or channel them through our


Telephone number: +254-202895000

To learn more on the procedures of filing a complaint Click Here

The provider can initiate a treatment on behalf of the member. In this case, the member is required to provide either phone number or ID number used for registration on M-TIBA. Thereafter the member is required to authenticate identity through fingerprint verification.

We have around 1480 providers on AAR panel both high end and low end providers.

No, once a members account is activated on M-TIBA, the smart card is switched off.