Frequently asked questions
The cost of getting coverage depends on several factors such as age, and medical plan of choice. To get an estimate of the medical premium you would be expected to pay, we offer an online premium calculator which can provide a quick and easy quote based on your specific requirements. This can be accessed on our website or by contacting one of our customer service representatives who will be happy to assist you in finding a plan that fits your budget and coverage needs.
Our flexible and friendly payment plans make it possible to settle your premium in installments through financial credit services and bank IPF(Investment Project Financing).
Payments can be made by credit card at any of our payment points in our offices. We accept all major credit cards.
Our enhanced Medical Insurance Cover provides unique options for you and your family. They are:
- Platinum
- Gold Card
- Silver Plus
- Silver
- Bronze
- Cover Me
Get more details on the cover benefits here.
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 solutions with comprehensive benefits and rewards. Some of the value-adds include:
- Cover for medical injuries resulting from political violence
- Local and international rescue and evacuation services
- Nutritional advice
- 24-hour call centre
- Health camps and health alerts
Our medical plans have maternity benefits with a waiting period of 1 year.
You must have inpatient cover for you to enjoy outpatient cover.
For Travel Insurance you can buy a short-term plan, however, medical insurance is long-term (1 year).
Yes, you can cover your baby as a dependent from birth right after discharge from the hospital.
You can take up cover for your family back home if they are based in Kenya. Simply complete a membership application online on https://buyonline.aar-insurance.com/medical/ or fill in the medical form available on the website. Attach passport size photographs, copies of ID and a medical report (where applicable). The main member of the family should be 18 years or older. Soft copies are also acceptable.
The duration of medical results is dependent on the test done and can vary from one to seven days. A list of our medical providers can be found here.
Yes. You will need 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 are considered for individuals who cancel their membership within 30 days of the policy. Otherwise, members withdrawing from the policy are not eligible for a premium refund.
A pre-existing condition is a medical condition which you knew or ought reasonably to have known of and can be medically proven to have existed prior to becoming a member or renewing a policy.
You may be needed to 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
- Where a visit fee or copayment is applicable
Medical cover has both dental and optical cover inbuilt within the outpatient and inpatient benefits.
Dental and optical benefits are both covered under the inpatient and outpatient services of the medical policy.
For complaints or feedback please contact us on: –
Email: info@aar.co.ke
Telephone number: +254 703 063 000 / 0730633000
To learn more about the process of filing a complaint, click here.
To file a claim with AAR Insurance, you have a few options. You can fill out a reimbursement form through your Agent or Relationship Manager, or you can send an email to info@aar.co.ke. It’s important to submit your claim within 30 days of seeking service to ensure a timely and efficient claims process. If you have any questions or concerns about filing a claim, don’t hesitate to reach out to AAR Insurance customer support for assistance.
To file a claim you will need to provide the following: –
- Dully filled reimbursement form
- Receipts of the services
- Medical report or claim form
A claim should be filed within 30 days of seeking service.
It takes 21 days to process a claim.
Yes. You shall receive text messages from us on receipt of the claim and once it has been processed.
Yes. You can track the claim process if it was filed through the AAR Insurance mobile app.
No. Your cover benefits and premium remain the same unless affected by a medical evaluation.
According to your policy, you are entitled to coverage against accidents and Illnesses.
Cover limits, exclusions and general conditions have been stated on the policy document.
Yes, you can. To dispute a claim decision, write to info@aar.co.ke.
Claim payments and reimbursements are done via bank transfers.
For concerns about your claim, email us at info@aar.co.ke, call us on 0703 063 00, or chat to us through WhatsApp on 0730 633 000 or live chat on our website.
M-TIBA is a platform that allows you to access your AAR Medical Cover through your mobile phone.
Access M-TIBA by dialing *253# on your mobile phone. This platform helps you manage your medical cover but is not a medical cover by itself.
All AAR members, both individuals and under a corporate as well as their dependents are eligible for M-TIBA.
- Allows you to access your medical benefits on your phone by initiating treatment for you and your dependents
- Allows secured transactions through a PIN
- The member gets an SMS notification after very utilization (Utilization is real-time and balances are adjusted after every treatment)
- The member can view benefit balances on the M-TIBA menu through their phone
- The member can view the dependents eligible for treatment under the benefit on their phone
Your fingerprint and that of your dependent will be captured on your first visit to a service provider. Any subsequent visits will only require verification.
Only the main or principal member will be registered on M-TIBA. The dependents will provide the main member’s phone number for treatment to be initiated by the provider. The dependent will also use their own fingerprint to verify the process.
Treatment can be administered whether your phone is phone off or not. The treatment will be initiated by the service provider and verified through scanning your fingerprint.
All service providers listed under AAR Insurance’s panel of service providers accept M-TIBA.
M-TIBA does not utilize data or airtime.
M-TIBA is accessed through USSD (*253#), therefore it can be accessed on any mobile device.
No Pre-authorization is required to use M-TIBA.
To get your newborn baby under your cover, please reach out to AAR Insurance where you will be advised accordingly.
To access a service through M-TIBA: –
- Dial *253# (Safaricom, Airtel and Telkom) using the number registered on M-TIBA
- Enter your M-TIBA PIN (Press 1 if you have forgotten your PIN)
- Press 1 to initiate a treatment
- Select recent clinic (1, 2, 3) or enter Till Number of the clinic you’re visiting (e.g. 465004)
- Select patient to be treated
- Select payment method
- Select benefit i.e. Outpatient/Dental/Optical
- Press 1 to authorize
- You will receive an in-app message and SMS with a transaction number.
The limit is set to ‘per category’ of the cover. If this amount has been exhausted, you can pay the difference in cash.
You will receive an SMS notification upon opening an AAR benefit prior to treatment, and another SMS when the healthcare facility has billed your specific benefit. The SMS sent after your benefit has been billed will indicate the cost of the services, including medication.
Your dependents will be attended to through any of these steps:
- Your dependent can access the AAR benefit by dialing *253# on their registered phone number and following the menu prompts to initiate treatment. Your spouse’s phone number should be set up to access the benefit.
- You can also authorize their treatment from where you are, as long as they provide the clinic till number which is required to initiate treatment.
- In case your dependent does not have a phone number; they can go to the facility and provide the primary member’s phone number. The dependent will be verified using their fingerprint. Upon verification, the facility will proceed to initiate treatment on the M-TIBA portal using the primary members’ phone number and offer the required services. The primary member will receive an SMS notification once the transaction is completed.
**M-TIBA is not accessible out of the country or on roaming service
To view your balance: –
- Dial *253#
- Enter your M-TIBA PIN (or press 1 if you have forgotten your PIN)
- Select option 2: “My M-TIBA”
- Select “AAR Benefit”
- The balance will be displayed against each category i.e., Outpatient/Dental/Optical
You can change your PIN as follows:
- Dial *253#
- Enter M-TIBA PIN
- Select Option 9: “Settings”
- Select Option 1: “Change PIN”
- Enter Current PIN
- Enter New PIN
- Confirm New PIN
- You will receive an SMS notification confirming PIN change
- Dial *253#
- press 1 if you have forgotten your PIN
- Enter date of Birth i.e., DDMMYYYY (01011963)
- Enter ID/Passport number
- Enter new PIN
- Confirm new PIN
- You will receive an SMS notification confirming PIN change
We are currently migrating our members onto M-TIBA through a gradual process. If you would wish to be onboarded onto M-TIBA, kindly reach out to your Relationship Manager or call our customer service on +254 703 063000 or +254 730 633000.
No. Once a member’s account is activated on M-TIBA, their smart card is deactivated.
We have a list of accredited services providers including inpatient and outpatient facilities, Pharmacies and specialists. The list is available on the AAR website
website (Insert Link)
Preventative, curative, emergency, rehabilitation, diagnostic, wellness /nutrition, dental, optical, outpatient, inpatient, pharmaceutical, maternal and child healthcare services.
You are required to choose only from the AAR Insurance Accredited Panel of Providers
From the AAR Website https://aar-insurance.com/ke/#
We have partnered with different providers who offer services 24/7. However, the operational hours vary from one provider to another depending on the service offered.
Call 073063000 or 0703063000 for help with service providers.
For pre-authorization to access a service, send an email request to medicalservices@aar.co.ke or callcentre@aar.co.ke
Yes. Feedback can be shared through sending an email to info@aar.co.ke or on the AAR Insurance website.
You can access services outside of the region based on the cover benefits outlined in the policy subscribed.
No, we do not have preference for AAR healthcare/hospital but have a wide panel of medical service providers available in our website on https://aar-insurance.com/ke/#
Upon renewal, you shall receive a renewal advice notification, 90 days before your cover lapses containing the policy schedule (amount needed to pay) and the members within the cover. To continue on the same policy, premiums should be paid before lapse of cover through M-PESA, cheque or bank transfer.
Yes. You can scale up your policy through your Relationship Manager, Agent or the customer service team.
Yes. You can scale down your policy through your relationship manager, Agent or customer Service team.
Yes. You will be required to fill in a medical form and provide the necessary requisite documents.
Your insurance policy is typically valid for one year from the date you enrolled in the cover. When your policy is due for renewal, AAR Insurance will notify you in advance, typically through email. It is important to keep track of your policy renewal date to avoid any lapses in coverage or other issues related to your insurance policy.
The No Claim Discount is currently applicable to policyholders who have not made any claims during the policy period. Additionally, we may offer other discounts or promotions from time to time, so be sure to check our website or contact our customer service team for the latest information on available discounts.
Yes, you may be required to provide new information or documentation to renew your policy, as part of the Know Your Customer (KYC) process. By updating your KYC, you help ensure that the information on file is accurate and up to date, which can help prevent delays or complications in processing claims or policy changes.
Frequently asked questions
- A vacancy arises within a section/department
- User department raise staff requisition form approved by Departmental head, Head of HR, PO/Group CEO
- Advert prepared and run for a specified time frame
- Candidates apply and shortlisting done
- Psychometric Tests administered
- Interviews Scheduled and conducted (Go through the selection process (there could be a 2nd and/or 3rd interview)
- background reference
- Offer Letter
- Offer Acceptance
- Pre-onboarding and Appointment
- Induction
- Communication with unsuccessful candidates
This may vary from one role to another based on several factors. In normal circumstances, communication is made within 14 days
We emphasize a bottoms-up approach where every voice counts and staff are empowered at all levels to make decisions and take control of things that matter to them and the organization. We are a close-knit family that cares.
- Implement curriculum-based training to bridge identified gaps based on identified training needs
- We have an online training platform dabbed AAR Academy. Staff are able to access a wide range of materials at their own pace and preferred training style.
- Sponsorship of professional courses
- We have a robust wellness program
- Comprehensive medical cover for staff and family (Peace of mind).
- Comprehensive Medical cover
- WIBA/Group life cover
- Last expense cover for staff, declared dependents, and parents
- Subsidized medical cover for parents
- Pension
To apply for a job, send your application and CV to hrdesk@aar.co.ke.
Let’s have a conversation
Have any questions about our insurance plans, benefits or premiums? We’re all ears. Fill in the form, submit and an expert from our team will get back to you ASAP.
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