Frequently Asked Questions

Before sending us a message, kindly read through our FAQs

Things you need to know...
+What is a Health Maintenance Organization (HMO)?

A Health Maintenance Organization is a limited liability company that combines the principles of insurance and healthcare management to provide comprehensive, qualitative, affordable, defined and easily accessible healthcare to an enrolled population through an associated network of healthcare providers who are responsible delivery.

+Who is a Health Care Provider (HCP)?

An individual or institution that provides medical services (e.g. a physician, hospital, laboratory, e.t.c

+Who is a Primary Care Provider (PCP)?

A healthcare professional responsible for providing a wide variety of basic healthcare services. This is usually the entry point into the healthcare system. The PCP has an on-going relationship with the individual and knows the patient’s medical history; and therefore is responsible for the coordination of the care of the enrollee.

+Who is an enrollee and of what benefit is the scheme to me?

Enrollee. person who is covered by health insurance


    –Guaranteed access to quality healthcare services
    –Better and wider choice of primary care services
    –User-friendly healthcare provider network
    –Efficient referral system through primary to secondary to tertiary levels of care
    –Portability for emergency or out-of-station care
    –No penalty for cost of usage
    –Access to counselling on immunization services
    –Guaranteed customer service satisfaction
    –Peace of mind
+I have filled my form and premium has been paid, What next?

The form will be duly processed, which includes the issuance of a policy number and the medical scheme I.D card. Upon issuance of your I.D card you can go to the Primary Care Provider indicated on your form to receive care when the need arises.

+What is a medical emergency?

A medical emergency is defined as a medical condition, which if not attended to promptly can lead to death or permanent physical or mental disability. Therefore, arrangement has been put in place for the enrollee to attend any hospital within our provider network, located around the place of occurrence. However, where a health facility within our network is not available, any other hospital in the immediate vicinity can be used, but, SHTL is to be informed within 24 hours of admission. Such examples of emergencies include: Road Traffic Accidents, fractures, severe bleeding from any part of the body, high blood pressure leading to irrational talk, dizziness e.t.c.

+What is a Pre-existing condition?

Pre-existing conditions are chronic medical conditions diagnosed/undiagnosed in the past for which the enrollee is on treatment or otherwise, before buying into the health insurance policy. Examples of such conditions are Hypertension (Stroke), Diabetes, Sickle Cell Disease, Asthma, Chronic Liver Disease, Glomerulonephritis (chronic renal failure), Congestive Heart Failure, Autoimmune Diseases, etc.

+What does the scheme cover?

Refer to the benefit package at SHTL HMO help-desk or with your HR.

+How do I use my ID card?

Please, present your SHTL HMO ID card or dependant’s at the front desk office to see the doctor

+What happens if I should loss my ID card?

You will write for a replacement after payment of #500:00, through your HR.

+Seeking Medicare?

The HMO ID card issued by SHTL simplifies access to medical service at the hospital. It must always be presented by enrolees before treatment as it protects the Provider against impersonation. It is advisable to choose only one hospital for the family, if they are together or specific hospitals for each member of the family if he/she is in a different location. However any enrolee can use ANY Hospital on our Network of Providers in cases of emergency without necessarily being registered there.

+If I have a new addition to the family, what do I do?

You will need to fill a “new inclusion” form, you can obtain the form from the HR. (new entrant must be received by the 17th day of the month otherwise, action may be delayed by a month)

+Can my brother’s or sister’s child replace the child for treatment?

No, unregistered persons cannot replace as Health insurance is not transferable, so ID card is not transferable. The policy covers only the card holder for the chosen healthcare benefits. This is because the healthcare provider is prepaid only for the card holder and has the pictures of all the beneficiaries in his hospital. Only those dependants registered with your employer or for whom you have paid can have access to the scheme with their respective healthcare card. You can take individual policies for them with prorated premiums for your relations to enjoy the scheme.

+If I have more than one wife and four children /my extended family members, can I cover them?

Any member of the family outside the allowable number of dependants can be registered as “extra dependant” by paying from your pocket on a prorated basis. This is cheaper than out of pocket expenditure.

+Which hospital do I use?

You will pick a provider from the list of network of providers as your primary care provider

+Can all the hospitals attend to all manner of sickness?

No not all hospital can, there are primary Providers that attend to primary sickness that do not require a specialist attention. When a specialist attention is needed you will be referred to the specialist within your zone or within the hospital on fee for service.

+Suppose my favourite hospital is not on your list?

Such hospitals if not already listed on SHTL HMO provider network shall be inspected and listed, provided the hospital meets the minimum required standard and the management of the hospital is willing to join the scheme and abide by the rules guiding our operations. This is in the interest of all enrollee.

+If I am living apart from my family how would I and my family access health?

There is provision on the registration form for alternate primary provider in the case of participants that live apart from their families. (You and your dependents can each have a different primary care provider).