If you have an active MHF balance, you can withdraw it yourself in seconds:
1. Dial 253# on your phone. This is a free service. No airtime is required.
2: Sign In - Enter your 4-digit PIN. If you forgot your PIN, input 1 and follow the reset steps
3. Select "Withdraw Funds" - Navigate to your wallet or account and choose to withdraw your MHF balance to M-PESA.
4: Confirm
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You will receive an SMS confirmation once the transfer to M-PESA is successful.

Resetting your PIN is easy and can be done instantly via USSD through:
1. Dial 253*2# on your mobile phone
2. Select the option 1 for "Forgot PIN" or "Reset PIN"
3. Enter your ID Number or Date of Birth (DDMMYYYY) as prompted to verify your identity.
4. Create a new 4-digit PIN and confirm it.

You can now sign in to your account using your new PIN.

To ensure your refund reaches you, your number must be validated by our team to be updated.
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Action Required: Please contact us directly through toll free line (0800721253)to update your registered number securely. This protects your account and your funds.

M-TIBA has some exciting updates on how we’re evolving to better serve you and millions of others.
Since we launched the M-TIBA wallet, we’ve helped many people save and access healthcare, and thanks to your trust, we’re growing into something even bigger and better.
That’s why we aim to focus on improving health insurance management to ensure more people get access to more affordable healthcare and a better experience.

Your funds are safe. You can withdraw your remaining balance at any time before March 8 2026. Incase you do not withdraw the funds yourself we will do a validation on your details and initiate a refund to your registered M-PESA number.

We encourage you to withdraw your funds by March 8 2026.

No, withdrawing your funds will be free of charge. We want to ensure you receive your full balance without any deductions.

Yes, M-TIBA manages health insurance solutions, products and services on behalf of our insurance partners. We can recommend one of our partner brokers to advise and recommend a cover that suits you and your family.

Our customer support team is here to help you. You can reach us by calling 0800 721 253 or emailing customercare@mtiba.co.ke

If you do not withdraw your funds before the deadline, we will do a validation of your details and  initiate a refund to your registered and validated mobile number.
If we are unable to validate your details, the funds will be transferred to the Unclaimed Financial Assets Authority (UFAA) in accordance with regulations. Call 0800 721 253 or email customercare@mtiba.co.kefor assistance.

Yes. We are committed to protecting your personal data and will continue to uphold the highest standards of data security and privacy.

As guided by our privacy policy, all your personal data will be deleted from our database when the My Health Funds (MHF) accounts are closed.

Call 0800 721 253 or email customercare@mtiba.co.ke as soon as possible. We will work with you and your healthcare provider to ensure a smooth transition and discuss alternative arrangements.

Refunds are processed to the last registered and validated mobile number on your MHF account.
If your number has changed, call 0800 721 253 or email customercare@mtiba.co.ke for guidance.

Call 0800 721 253 or email customercare@mtiba.co.ke for guidance on the required documentation and process.

You will receive an SMS confirmation from M-PESA once the refund has been processed. If you do not see the funds in your M-PESA account, please contact our customer support team by calling 0800 721 253 or emailing customercare@mtiba.co.ke.

If we are unable to successfully refund your funds due to incorrect or unverified details, we will attempt validation. If validation is not possible, the funds will be transferred to the Unclaimed Financial Assets Authority (UFAA) for safekeeping in accordance with regulatory requirements. You may then claim your funds directly from UFAA.

The Unclaimed Financial Assets Authority (UFAA) is a government body responsible for holding unclaimed funds securely until the rightful owner claims them. Your funds remain safe and protected.

If we were unable to validate your contact or identification details to safely process your refund, regulations require us to transfer the funds to UFAA for safekeeping. This ensures your funds remain protected until you claim them.

To claim your funds from UFAA:
1. Visit the UFAA website: http://www.ufaa.go.ke
2. Search for your name or ID number
3. Follow the claim instructions provided on the website
4. Submit the required identification documents.

If you need guidance before starting the process, contact us at 0800 721 253 or customercare@mtiba.co.ke, and we will assist you.

You will typically need:
1. A copy of your National ID or Passport
2. Proof that you are the rightful owner of the funds
3. Any supporting documents requested by UFAA

The exact requirements are provided on the UFAA website.

Processing timelines are determined by UFAA. Once your claim is verified and approved by them, payment will be made directly to you. For status updates, you may contact UFAA directly through their official website.

Once funds have been transferred to UFAA in accordance with regulations, they can only be claimed directly through UFAA. Our team can guide you on the process, but we cannot retrieve the funds on your behalf.

Yes, refunds are processed to the last registered and validated mobile number on your MHF account. If your number changed and we were unable to validate your new details, the funds may have been transferred to UFAA. Please contact us at 0800 721253.

If you need help related to My Health Funds withdrawals reach M-TIBA Customer Care through either:
1. Toll-free: 0800 721 253
2. Email: customercare@mtiba.co.ke
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