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Challenge
Delivering consistent, high quality member experience in health insurance is complex. Problems build around slow pre-authorizations, mismatched member data, limited visibility across payers and providers, and heavy reliance on manual processes. The result is member frustration, provider tension, rising costs, and reputational risk.

"Brokers risk a lot by neglecting operational discipline."

Transnep Insurance Brokers is one of Kenya's leading insurance brokers, managing a growing health portfolio that demands both speed and reliability.

Solution
Transnep focused on operations before anything else. Three things changed.

First, operational discipline. Structured workflows replaced disjointed approvals and case management, backed by clear SLAs and consistent governance.

Second, real-time visibility. Members could see their benefits and usage without calling a help desk. Underwriters and brokers got live data on scheme performance, enabling earlier and better decisions.

Third, digital execution through M-TIBA. Approvals moved faster, paperwork shrank, provider payments became seamless, and members could access services with just a mobile number. Follow-up calls became unnecessary.

"It is no longer a transaction. It becomes about taking care of health."

Outcome
Turnaround times for pre-authorizations and claims improved. Manual processes and call center dependency reduced. The experience became smoother for both members and providers. Service delivery grew more consistent. Teams gained real-time control over portfolio performance and moved from reactive handling to proactive management.

"People are able to stop being reactive and become more proactive."

Why M-TIBA?

"Working with M-TIBA has been a game changer at Transnep Insurance Brokers. We use the platform for pre-authorizations, approvals, and provider payments. This has really helped improve turnaround time because we no longer rely on a lot of paperwork. With just a mobile number and the member's details loaded in the platform, clients can access services without calling or following up. It has made us more efficient and helped us maintain our service level agreements with clients."

Rosemary Wangari, General Manager, Transnep Insurance Brokers

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CarePay is known as M-TIBA in Kenya.