Frequently Asked Questions

1. Who is Turaco?
Turaco is a valued partner of M-KOPA Kenya Limited, providing and administering insurance coverage to M-KOPA customers. Turaco is the owner of Turaco Insurance Agency, a licensed insurance agency doing business with APA Insurance(Kenya) Limited - a trusted insurance company.

2. What are the benefits of Bima Ya Afya, Bila Malipo?
Hospital cash benefit is payable upon in-patient hospitalization for one (1) or more consecutive nights at any Ministry of Health (MOH)accredited hospital. The list of MOH-accredited hospitals can be viewed here. Hospital cash benefits are subject to a maximum of 30 nights of hospitalization in a policy year.
The Bima Ya Afya, Bila Malipo benefits are: Maximum Annual Hospital Cash Benefit: KSH 30,000 with a nightly and Hospital Cash Benefit (1+ Nights)  KSH 1,000.

3. How do I qualify for Bima Ya Afya, Bila Malipo Insurance?
Any M-KOPA customer residing in Kenya aged from 18 years and above who has purchased a phone within the specified promotional period may be eligible. Eligibility is subject to the promotional terms and conditions based on the purchase dates and eligible phone models. This FREE insurance cover is on a monthly basis, starting from the Start Date and renewed from month to month unless earlier terminated by M-KOPA. To maintain uninterrupted monthly coverage, it is important to make timely Credit Repayments. M-KOPA Customers who fail to make timely payments may not be eligible for continued coverage.
If you have questions about your eligibility, please call 0800 221 245.

4. How do I know I have been registered successfully?
Upon purchase of the phone, you will/have received a confirmation SMS and a recorded welcome call to review your cover details.

5. How do I know if my Bima Ya Afya, Bila Malipo coverage is still active?
Your insurance is active once you pay the deposit and make the first 5 days' payment, and Turaco receives your details from M-KOPA. Feel free to contact Turaco on 0800 221 245 to see if your cover is active.

6. How do I claim?
To claim, call 0800 221 245 or WhatsApp Turaco on 0768 387 245 as soon as the incident occurs, and an agent will assist you with the necessary documentation.

7. How long does it take to get my claim paid?
Turaco pays claims within 3 business days of receiving full documentation.

8. How do I receive my claim?
The money will be sent to your M-PESA.

9. How many times can I claim?

You can claim up to a maximum of 30 days of hospitalizations in a policy year for the hospital cash benefit.

10. How soon should claims be reported?
As soon as possible! Claims must be reported within a maximum of one (1) week after the occurrence of the claim event.

11. What if I am too ill to notify Turaco of my claim?
That’s okay! A family member or friend can notify Turaco of the incident. We may need to reach out to you for verification of your hospitalization.

12. What hospitals can I go to?
You may seek treatment at any MOH-accredited hospital. You can find this list of hospitals online here

13. What if I can’t afford hospital bills at the time of hospitalization? Can I qualify for cash upfront?
Hospital cash does not provide cash upfront to members. You must first clear your medical bills and file a claim with Turaco. Once approved, Turaco will pay your claim within 3 days.

14. Will I receive a medical insurance card?
No, there is no medical insurance card. Once you register, you will receive confirmation from Turaco and a recorded welcome call to review your cover details.

15. What are Turaco's working hours?
You can contact Turaco for FREE on 0800 221 245 anytime Monday to Friday between 9 AM to 5 PM, except on public holidays.