Frequently Asked Questions

>> What medical plans are available for individuals?

Our medical plans tailored for your various needs are:

  • Platinum Card
  • Gold Card
  • Silver Card
  • Bronze Card
  • CoverMe
  • Afya Maisha Card
  • Rescue
  • Outpatient covers
  • Third Party Administration (TPA) fund

>> What should I consider when choosing a health plan that suits my needs?

Cover benefits, convenience, affordability, customer service and value-added benefits are some of the things to consider before signing on the dotted line. AAR plans are your best bet because we offer customised products with comprehensive benefits and rewards. Choosing AAR will guarantee you:

Flexibility of premium payment

1. Comprehensive benefits, including coverage of chronic illnesses
2. Regional and international rescue, evacuation, illness hopitalisation and accident cover
3. Worldwide network of hospitals, medical professionals, pharmacies, clinics and regional AAR health centres from which you can conveniently access healthcare Value add benefits such as loyalty programs, ‘no claims’ discounts, cash back for long term membership, health promotions, access to health materials etc Excellent round-the-clock customer service through our call centres, nurse lines and live chats that assures you of personalised service

>> How much will it cost me to get covered?

Though the cost of medical insurance is still prohibitive in the region, we will provide you with affordable and quality healthcare. Our plans are accommodative and tailored to meet the needs of a wide variety of customers. We have plans that cost as low as US$ 1 per day

>> Can I get maternity cover if I join while pregnant?

Yes you can. Our maternity covers have a waiting period of 12months for individual members who are on CoverMe health plan. For corporate members, the waiting period is only three months from inception of cover.

>> Can I get an outpatient without inpatient cover?

Our corporate clients can buy stand-alone insured outpatient plans. Individuals can access outpatient services on a fee-for-service basis.

>> Can I have a short term plan that is less than three months?

Since your health is our priority, we have customised plans to suit your needs. The minimum short term cover you can apply for is one month.

>> Is it possible to pay my premium in installments?

Our flexible and friendly payment plans makes it possible to settle your premiums in installments through AAR Credit Services, direct debit, and bank standing orders.

>> Can I make payment by credit card?

Payments can be made by credit cards at any of our payment points in our offices. We accept all major credit cards

>> What hospitals, clinics, specialists and pharmacies are recommended by AAR?

We work closely with a wide network of providers in the region. We recommend our preferred providers within the region. The list of providers is available to all our members.

>> What should I do to expedite settlement of my claims?

To avoid any inconvenience and in order to speed up the processing of your claims, you will be required to avail the following at our customer service desk:

  • A comprehensive medical report from the attending doctor
  • Original invoices
  • Original payment receipts
  • Cover letter from yourself explaining what necessitated the need to seek services outside our network of clinics and preferred providers.

>> Our company has branches all over Africa. Is it possible to cover all our employees from our head office?

Yes, this is possible. We have varied products that suit our clientele base and are currently present in Kenya, Uganda, Tanzania and Rwanda.
Our products are your guarantee to timely healthcare services within this region and the world.

>> Can I take a medical cover for my newborn baby?

Yes, we also cover infants. The minimum AAR membership joining age is just one month.

>> I live and work overseas, but would like to cover my family back home. How can I do this?

We are currently working on an e-commerce solution that will simplify this process. Currently, you can still take up cover for your family members back at home.
The family members must be based within the East African region and will be required to complete our membership application forms.
These forms are available at the AAR Health Services offices. Applications must be accompanied by a recent passport size photograph, copy of the Identity Card/Passport, and a medical report (where applicable). One of the applicants who is 18 years or older, will be nominated as the principal member.

>> How soon can I expect results of my medical examination tests?

The medical results are dependent on the tests done and can vary from one day to seven days.

>> Must I be a resident or citizen of a country AAR has offices in to be a member?

Yes. You will have to be a resident, not necessarily a citizen, of one of the countries in which we have offices to qualify for membership.

>> How can I upgrade my cover?

Upgrading your health plan is only applicable when you are renewing your membership and will require a medical evaluation at one of our clinics.

>> Can I be refunded if I cancel my membership before my contract lapses?

Refunds can only be considered in the case of individuals cancelling their membership within 30 days of the policy. Otherwise, members withdrawing from the policy will not be liable to refund for premiums, including monies that may have been paid in advance for the current benefit year.

>> What is a pre-existing condition?

A pre-existing condition is a medical condition which you knew or ought reasonably to have known and can be medically proven you had prior to becoming a member for the first time, and which has been inferred either prior to membership or subsequently to have existed.

>> To what extent are pre-existing conditions covered?

Pre-existing conditions are covered for corporate membership group with more than 20 people. Our Platinum members and individual members under the CoverMe plan also qualify for pre-existing conditions coverage. To qualify, the condition has to be declared during membership application.

>> Is it advisable to take another cover if my partner’s insurance already covers my family?

If at a time of a claim, there is another policy or health plan of insurance, including any reciprocal health agreements, national health programmes or any other state or employers’ cover issued under the policy, our liability will be limited to the rateable portion of the claim.

>> Will I pay higher premium on renewal of my cover?

Individual members are entitled to a 'No Claim' discount if there was no claim on the previous membership year. However, our premiums are age-banded and therefore, premiums will increase if a member moves from one age band to the other.

>> Can I use my cover for elective treatments like cosmetic surgery?

Cosmetic procedures, including but not limited to face lifts, revision of scars or such other procedures that a medical adviser deems cosmetic are an exclusion from the medical insurance.

>> Will AAR pay for my routine checkups?

Routine checkups will be at your cost and can be done at any hospital in our panel of providers. However, medical checkups requested by us will be at the cost of AAR Health Services.

>> Why do I need to make payments at some hospitals even though I have both outpatient and inpatient cover?

The reasons for making payments at some hospitals include, but not limited to, the following:

  • Visiting a provider without an AAR referral note.
  • 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.

>> What should I do if I have a complaint?

All complaints should be channeled to our customer service team by email: e-mail address is being protected from spambots. You need JavaScript enabled to view it . Alternatively, you can call customer service on telephone number: + 254-20-2895000.

We also have a chat service for direct online communication. To access this service, log onto our


>> Can I visit a clinic or hospital in other countries?

Treatments outside the AAR region require pre-authorisation. If you seek treatment overseas without our written approval or knowledge, you shall be liable to the costs relating to the treatment.

>> Does my cover include extra services like dental and optical cover?

Dental and optical benefits are offered Individual members on CoverMe health plan and corporate members on enhanced benefits with outpatient cover.

>> How much can I spend on treatment and drugs at any one given time?

The costs of treatment and drug dispensation will vary from one condition to the other. However, consultation fees at our clinics are as low as US$10.


Latest News

  • 22.08.11

    AAR Kenya Staff joined other Kenyans in the fight against hunger by participating in the Kenyans for Kenya initiative. The Staff donated a lorry- full of high energy foodstuffs that was given to the Kenya Red Cross Society representative at a handing over ceremony that was held on 18th August, 2011 at George Williamson House.

  • 15.08.11

    On August 14, 2011, AAR Uganda’s Bugolobi Clinic staff organized a Medical Camp at Tuskys Supermarket, Kintintale where they carried out free BMI, Blood Sugar and Blood Pressure Tests. There was also a Nutritionist who gave important nutrition tips to those who visited the tent. The turn out was overwhelming.

  • 11.08.11

    In order to expand our services, Our clinic at Manyala Building is moving to a new location. Effective 1st August 2011, we will be located at Lulu Centre, Machakos Street, Off Moi Avenue.

    Inconviniwences are highly regretted.


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