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M-TIBA

What is M-TIBA?

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M-TIBA is a service on your mobile phone that allows you to put funds aside for healthcare. Funds stored in M-TIBA can only be used to pay for services and medication at specific healthcare facilities which carry the M-TIBA logo. You can transfer funds from your M-PESA to your M-TIBA. Funds stored in M-TIBA are managed by UAP insurance.

What is the difference between M-TIBA and M-PESA?

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  • M-TIBA enables users to set funds aside specifically for healthcare use while M-PESA is a mobile money transfer service.
  • There is no deposit limit on M-TIBA while deposits in M-PESA have a limit.
  • Funds in M-TIBA are dedicated for healthcare use while use of M-PESA deposits is open.
  • Healthcare providers contracted by M-TIBA are checked for quality, availability and cost of services and are committed to better healthcare.

Who qualifies to register for M-TIBA?

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

What documents do I need to register on M-TIBA?

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

Where can I register on M-TIBA?

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  • There are multiple ways to register on M-TIBA:
    • Simply dial *253# 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 our Toll Free line 0800 721253.

Can I register more than one M-TIBA?

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No. You can only register one M-TIBA.

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

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

How do I transfer funds to my M-TIBA?

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  • Step 1 - Go to M-PESA menu
  • Step 2 - Select Lipa Na M-PESA
  • Step 3 - Select PayBill option
  • Step 4 - Enter business number: 300066
  • Step 5 - Enter “mtiba” as the  Number
  • Step 6 - Enter amount you wish to transfer  to your M-TIBA
  • Step 7 – Click OK to confirm details
  • Step 8 - Receive a confirmation SMS from M-PESA
  • Step 9 - Receive a confirmation SMS from M-TIBA

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

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  • 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?

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  • Dial *253#
  • Enter your M-TIBA PIN (or press 1 if you have forgotten your PIN)
  • Select option 2: "My MTIBA"

Available products will be displayed along with the available balances

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

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No. there is no set minimum balance for M-TIBA.

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

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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?

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

Are my funds safe in M-TIBA?

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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.

Where can I use M-TIBA?

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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 or call our Toll Free line on 0800 721253 or visit www.safaricom.co.ke/M-TIBA

How do I recognize an M-TIBA facility?

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Participating healthcare facilities will carry the M-TIBA logo.

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

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  • M-TIBA funds can be used to pay for outpatient healthcare services and medication. The indicative cost for consultation at healthcare facilities participating in M-TIBA in Nairobi is on Average 200 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 chose.
  • 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 authorize treatment using my M-TIBA?

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

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

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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?

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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 our Toll Free line on 0800 721253.

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

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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?

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Yes. You can pay for anyone using your M-TIBA if you add them as a dependant. Dial *253#, Login, 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?

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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?”

How do I change my M-TIBA PIN?

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  • 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?

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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

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

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To confirm registration status simply dial *253#.

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

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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?

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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#.

Can I close my M-TIBA?

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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?

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  • Yes. Please follow the following steps.
  • Step 1 - Dial *253#
  • Step 2 – Enter M-TIBA PIN
  • Step 3 - Select option 9 “Settings”
  • Step 4 – Select Option 3: “Exit Program”
  • Step 5 – Select the program to leave
  • Step 6 – Select option 1: confirm exit
  • 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.
  • Bonus Funds cannot be redeemed and will be returned to the sponsor.

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

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

How secure is my personal data?

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

Where can I get additional information about M-TIBA? (listing)

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