AAR Insurance Claims 2026: Forms, Deadline and Payout Time

Updated 1 November 2026

AAR Insurance claims for medical bills you paid yourself are made with a reimbursement form, your receipts and a medical report, sent within 30 days of treatment to info@aar.co.ke or through your agent or relationship manager. AAR says a claim typically takes about 21 days to process and is paid by bank transfer. Treatment at panel hospitals is different: you use M-TIBA (*253#) or your card at the hospital, and no claim form is needed. Updated November 2026.

Updated November 2026. Official source: AAR Insurance Kenya Help and FAQs (claims, M-TIBA, pre-authorisation and renewals), read 1 November 2026.

AAR Insurance claims at a glance

When you need an AAR claim form and when you don’t

Most AAR members never fill a claim form, because the hospital bills AAR directly. You only claim a reimbursement when you paid out of pocket, for example:

• You were treated at a facility that is not on AAR’s panel.
• You paid cash in an emergency before your cover could be confirmed.
• You were treated outside the region and paid the provider yourself (check your policy for travel benefits).
• You paid the difference because your benefit balance was not enough and you believe that part should be covered.

At panel providers you dial *253# on the phone number registered on M-TIBA, pick the patient and the benefit, and the hospital bills your cover. AAR says M-TIBA works on any phone, uses no data or airtime and needs no pre-authorisation to use. It does not work outside Kenya or on roaming.

How to make an AAR Insurance claim step by step

1. Keep every document from the visit. You need official receipts for each service and medicine, and a medical report from the doctor.
2. Get the reimbursement form. Ask your agent or relationship manager, or contact AAR customer service. Fill in the member details, the patient, the date of treatment and the amounts.
3. Submit within 30 days. Email the form, receipts and medical report to info@aar.co.ke, or hand them to your agent. Filing through the AAR Insurance mobile app lets you track progress.
4. Watch for the SMS. AAR sends a text to acknowledge receipt and another when the claim is processed.
5. Receive payment. Reimbursements are usually paid by bank transfer, so make sure AAR has your correct bank details.

Pre-authorisation for admission and procedures

Your policy document lists which services need approval before treatment; planned admissions and procedures commonly do. AAR asks members to request pre-authorisation by email to medicalservices@aar.co.ke or callcentre@aar.co.ke. Send the doctor’s request, the estimated cost and your member details, and wait for written approval before admission unless it is an emergency.

Why AAR claims get delayed or reduced

• Late filing: claims after the 30-day window may be declined.
• Missing medical report: receipts alone are not enough.
• Pre-existing conditions: AAR defines these as conditions you knew or ought to have known about before joining or renewing, and medically proven to have existed then. Check your policy’s waiting periods and exclusions.
• Benefit limits: if your outpatient, dental or optical balance is used up, the excess is yours to pay. Check balances by dialling *253#.
• Exclusions: AAR says all limits, exclusions and conditions are set out in your policy document, so read it before you pay for treatment you plan to claim.

AAR also says filing a claim does not change your premium; premiums change only after a medical evaluation, and members with no claims in a policy period may qualify for a no-claim discount.

Related guides

For AAR’s offices, paybill and branch list see AAR Insurance contacts, paybill and branches. For how claims work at other insurers, read how to claim from CIC, Madison and Britam. If you also use public cover, see SHA-accredited hospitals in Kenya, and compare insurers in our top insurance companies in Kenya guide.

AAR Insurance claims: frequently asked questions

How long does AAR take to pay a claim?

AAR says a claim typically takes around 21 days to process. You get an SMS when it is received and another when it has been processed, and payment is usually by bank transfer.

What is the deadline for an AAR reimbursement claim?

File within 30 days from the date you received the service. Late claims risk being declined.

What documents do I need for an AAR claim?

A completed reimbursement form, receipts for the services and a medical report from the treating doctor.

Can I dispute a rejected AAR claim?

Yes. AAR says you can dispute a claim decision by writing to info@aar.co.ke. Include your member number, the claim details and any extra documents that support your case.

Will making a claim raise my AAR premium?

No. AAR says filing a claim does not affect your premium or benefits; these change only after a medical evaluation.