Better Health
Better Life

How To...

Hello Member, facility/hospital choice/change is no longer being done at NHIF offices, to select or change the Preferred out-patient hospital, kindly dial the USSD code *155#, or Mobile App “My NHIF” on Play Store and Apple Store or Website

Hello Member, You can get the list of contracted hospital/facilities in your County by visiting the NHIF website or the nearest Branch office.

Frequently Asked Questions

Hello Member, kindly select your choice of hospital/facility using your feature phone (mulika mwizi) by dialing *155#, the Mobile App “My NHIF” that is available on Play Store/Apple Store and/ or the self-care portal on our website

Hello Member, facility name is the hospital you want to choose for out-patient service, while facility choice is the preferred hospital you want to select/change.

Hello Member, To update contact details, a member can visit the nearest NHIF service point or call the toll free number 0800720601 or send an email to customercare@nhif.or.ke
Hello Member, if you change your facility between now and the 15th of May 2020 the deadline, you start accessing benefits immediately.
Hello Member, OTP is an abbreviation for a one-time password, this is the password/pin send to your registered phone number, you’re required to use the password to log in NHIF system to update the out-patient facility
Hello Member, chances are that your mobile number is not updated in the NHIF database. Kindly contact NHIF through the toll-free number 0800720601 or customercare@nhif.or.ke. You can also get assistance in the nearest NHIF service point.

Hello Member, there may be a delay in processing the request, if this takes longer than usual, kindly restart the application (dial the USSD code *155#, or Mobile App “My NHIF” on Play Store and Apple Store or Website or  call the toll free number 0800720601 or through email customercare@nhif.or.ke

Hello Member, NHIF encourages one to choose one facility per Member for one to keep adequate health records per card and for easier accessibility. However, depending on the locality of your spouse & dependents, you can choose a hospital/facility that is nearest to them.
Hello Member, NHIF undertakes a rigorous procedure of contracting hospitals/facilities, but not all facilities are not in a position to offer out-patient benefits package as per our terms and conditions. Therefore, If the facility that you intend to select /choose does not appear on the NHIF list provided, then the facility does not offer the Out-patient benefit package.
Hello Member, Dependents cannot be added online. To add a child, kindly visit the nearest NHIF office with your child’s birth certificate copy and original (for certification) and for children under six (6) months, a birth notification is acceptable.
Hello Member, for in-patient services, you are not restricted to a particular hospital. You can access in-patient services in any of the NHIF accredited hospital/facility countrywide.
Hello Member, Hospital/facility changes are done quarterly for Supa Cover (national scheme) members and twice in a year for civil servants.

Hello Member, If denied services in the chosen facility, kindly report to the nearest NHIF office or call the toll free number 0800720601 or send an email through email customercare@nhif.or.ke. Or complaints@nhif.or.ke.

Hello Member, The One Time Pin (OTP) is valid for 24 hours only. In case you forget, you can restart the process again to generate the request, and the pin will be sent to your phone.
Hello Member, when choosing your facility, ensure you know the County and the correct name of the hospital of choice to complete the process.
Hello Member, the selection procedure is configured to done by the Member whose mobile phone number is captured in the NHIF system. You can only update the out-patient facility using his/her Mobile telephone number.

Universal health coverage (UHC) means that all people have access to the health services they need, when and where they need them, without financial hardship. It includes the full range of essential health services, from health promotion to prevention, treatment, rehabilitation, and palliative care.

UHC is about ensuring that people have access to the health care they need without suffering financial hardship.

UHC will answer how to afford and access health services without running out of finances. Thus robust and efficient well run health systems. Health must be affordable through a system of financing health services like NHIF, have essential medicines and technologies to diagnose and treat medical problems, and have sufficient capacity of well-trained motivated health workers. The UHC journey is ongoing.

UHC is not something that can be achieved overnight, but countries can move more rapidly towards it or maintain the gains they have already made (WHO). UHC is not an event or an activity. It is a state where people can access quality health services without digging deep into their pockets to finance it. UHC is a journey, and the Kenyan government has made massive strides in the UHC journey.

UHC is about social protection for health. The poorest populations often face the highest health risks and need more health services. A key element of financing for UHC is sharing resources to spread the financial risks of ill-health across the population. NHIF is the vehicle used by the government to collect large pools of prepaid funds that can be used to cover the health care costs of those in need, regardless of their ability to pay.

The principle of UHC is that those who can pay should pay and those who cannot be identified and supported. The government has already identified and supported 1 million families in the first leg, to access services. Those who can support themselves are urged to enroll with NHIF to access the UHC SUPA COVER benefits package.

As a member of NHIF, you can access the inpatient and outpatient benefits package, maternity package, surgical package, dialysis package, radiology imaging services, mental & behavioural health package, oncology package, emergency road evacuation services, and overseas benefits package.

NHIF introduced self-care platforms, including dialling USSD *155#, downloading the ‘My NHIF’ App available on Play Store or Apple Store, and the self-care portal on the NHIF website (www.nhif.or.ke) to register as a member. You can also visit the NHIF branches or Huduma
Centres Countrywide to register as a member. In addition, members can access services at any of the NHIF empanelled facilities countrywide.
Toll-free number 0800 702 601 for more information.

Unpackaging The UHC SUPA COVER Benefits Package!

The benefits package Kenyans can access under UHC is dubbed the “UHC SUPA COVER” Benefits package. Members can access the following packages under the UHC Supa Cover:

Covers- Consultation, Laboratory & Radiological investigations including X-rays & ultrasounds, Day care procedures, drugs & dispensation, health education, mental and behavioral health services, counselling physiotherapy services, immunization/ vaccine as per the KEPI schedule, Anti-snake venom & Anti Rabies.

*Access: Member to choose an outpatient hospital from the NHIF empaneled hospitals (Dial *155# to choose hospital)

The inpatient package covers hospital stays with health care diagnosis procedure & treatment including consultation & specialist doctor’s fees, bed charges, & nursing care. Diagnostic laboratory & Radiology investigations, prescribed medication & dressings.

*Covers management of endemic/local diseases including chronic conditions.

Yes. Pregnant mothers’ benefit from hospital stays with health care diagnosis procedure & treatment including consultation & specialist doctor’s fees, bed charges, & nursing care, also Diagnostic laboratory & Radiology investigations, prescribed medication & dressings.

*Access: Member can access services at any of our empanelled facilities countrywide.

The package covers all surgical procedures including transplants. Includes: Pre-operative reviews & Operations costs, surgeons & Anesthetist fees, nursing care
& Bed charges. Prescribed medication during hospital stay & discharge

* Access: Member can access services at any of our empanelled comprehensive facilities countrywide.

Chemotherapy, Radiotherapy, Brachytherapy, Consumable, pre-meds and post-meds, Routine laboratory investigations, Blood and blood
products, Treatment planning, PET-CT scan, – Radioiodine therapy, Bone scan and radio nucleoid scans

*Access: Members can access services at any of the NHIF empaneled facilities countrywide

This includes Diagnostic Imaging Services for MRIs, and CT scans.

* Access: Members can access services at any of the NHIF empaneled facilities Countrywide

Yes. It covers road ambulance services via the Kenya Red Cross E-Plus ambulances. It caters for onsite evacuation & transfer of sick member or their declared dependents for treatment to the nearest NHIF declared hospital.

* Access: Contact E-Plus through 1199 or 0700395395 or the NHIF toll Free line: 0800 720 601

Common mental disorders (including depression and anxiety). Severe mental disorders (including psychosis, schizophrenia, and bipolar disorder).
Neurological disorders (such as epilepsy and dementia) Childhood disorders and drugs and substance abuse disorders.

Covers treatment of medical and surgical interventions arising from a condition that warrants treatment not available in Kenya.

* Access: Members or declared dependents must be cleared by the Ministry of Health for Travel


* The services Covered are the essential medical services at NHIF empaneled hospitals.