Manage your insurance benefits anytime, anywhere.
The My M-TIBA app gives you full control over your health insurance journey. With easy-to-navigate features, you can now access your policy information, benefits, and more—all in real-time.
Access My M-TIBA via USSD
Access your insurance benefits via USSD with *253# — anytime, anywhere.
The USSD service is completely free and works on Safaricom and Airtel lines.
Step 1: Dial *253#
Getting started is easy:
- Start by dialing *253# on your mobile phone.
Step 2: Create Your Account
Follow the prompts to create your account:
Choose option 1 to create an account.
Enter your first and last name.
Provide your date of birth (DDMMYYYY).
Set a 4-digit PIN (e.g., 1234) and confirm it.
Accept the Terms and Conditions.
Give consent for personal data processing.
Step 3: Sign In to Your Account
Once registered:
Dial *253# again.
Enter your 4-digit PIN to sign in securely.
Step 4: View Your Insurance Plan
Once signed in:
Select option 1: Plans
View your policy details, including linked family members.
If your plan isn’t visible, follow the instructions to reach customer care or dial *253*2# for help accessing older accounts.
Step 5: Manage Settings or Get Help
Use the menu options:
Option 2: Settings – Change your PIN or manage marketing messages.
Option 3: Help – Access customer support:
Toll-free: 0800 721 253
Standard: 0709 071 000
Email: customercare@mtiba.co.ke
Access My M-TIBA App
Get started on the My M-TIBA app in 5 easy steps.
Step 1: Download the My M-TIBA App
Getting started is easy—To download on:
- App Store (for iOS devices):
Search for “My M-TIBA” on the App Store and tap download. - Google Play Store (for Android devices):
Search for “My M-TIBA” on Google Play and install the app.
Step 2: Create Your Account
Once the app is downloaded, follow these steps to set up your account:
- Open the My M-TIBA app.
- Tap on “Create Account.”
- Choose how you want to sign up: with your mobile number or email.
- Enter your preferred mobile number or email address.
Step 3: Verify Your Account
To ensure your account is secure, you’ll need to verify it:
- Check a One-Time Password (OTP) sent to your phone or email.
- Enter the OTP into the app to confirm and verify your account.
Step 4: Complete Your Profile
To setup your account:
- Enter your date of birth.
- Accept the Terms and Conditions of Service.
- Tap “Create Account” to finalize the process.
Step 5: Check Your Insurance Policy
Your insurance policy will automatically be linked on the app:
- If your details match those registered with your insurer, your policy will automatically appear in the app.
- You’ll be able to view your policy e-card, benefits, and account information.
- You can also access help and receive notifications directly within the app.
Frequently Asked Questions
M-TIBA is a mobile based platform that enables you to access your medical scheme and benefits.
M-TIBA is accessed by dialing *253# on your mobile phone or on the My M-TIBA App
- M-TIBA enables you to access your medical benefit on your phone.
- M-TIBA enables you to control your medical benefits directly from your phone via a PIN. You can initiate treatments for you or your loved ones from your phone, wherever you are.
- You will always get an SMS notification after very utilization, indicating the amount you were billed for treatments.
- You can view your benefit balances on the M-TIBA menu via their phone.
- You can view, add your dependants, who will be eligible to be treated on your health cover benefit on their phone.
- Your utilization is real-time, and the balances are adjusted after every treatment.
- No more confusion on what you can access with your health cover, you are directly in control.
M-TIBA has partnered with more than 4,200 healthcare providers to get you the care you need.
Once you join, a provider panel will be shared with you, to let you know which health facilities you can visit.
In case you are away and your dependant is seeking treatment;
- They’ll introduce themselves to the cashier that they are seeking services on M-TIBA
- Share the primary member’s phone number for the provider to initiate the treatment on their behalf.
If no plans are visible after logging in:
The screen will show: “Option 1: No plans found.”
Choose Option 1 to get support instructions.
You’ll be shown contact numbers and guided to try dialing *253*2# to check for older accounts.
You can also confirm your details with your scheme administrator to ensure they match.
If you had a My M-TIBA account before:
Dial *253*2# to access the old version of your account.
If your current details are linked to that profile, your policy should load automatically.
If not, reach out to customer care 0800721253 with your ID and mobile number.
If you enter incorrect details (like the wrong date of birth or name):
Start again by dialing *253# and selecting Create Account.
Make sure your details match those given to your insurer.
Still stuck? Contact customer care at customercare@mtiba.co.ke or call 0800 721 253.
To reset your PIN:
Dial *253# and go to Settings (Option 2).
Choose “Change PIN”.
You’ll be asked to enter your old PIN, then set a new one.
If you’ve forgotten your old PIN completely, call 0800 721 253 (toll-free) for help.
Your account is protected by a 4-digit PIN that only you know.
You’ll need this PIN every time you log in.
Always keep your PIN private and avoid sharing it.
Our care support line is available to help you 24/7 everyday through our toll-free line 0800 721 253.
To manage your marketing preferences:
Dial *253# and select Settings (Option 2).
Choose between:
Option 1.2 – Accept and opt in
Option 2.2 – Reject and opt out