FAQs

MindSure covers a wide range of mental health conditions including:

• Depression (Major Depressive Disorder)
• Anxiety Disorders (GAD, Panic Disorder, Social Anxiety)
• PTSD (Post-Traumatic Stress Disorder)
• Bipolar Disorder (after 12 months continuous coverage)
• OCD (Obsessive-Compulsive Disorder)
• Eating Disorders (with prior authorization)
• Substance Use Disorders (with integrated treatment plans)

Coverage begins after a 30-day waiting period for basic conditions and 12 months for pre-existing conditions.

MindSure offers tiered coverage based on your selected plan:

• Basic Plan (Ksh 300/month): 12 therapy sessions annually
• Comprehensive Plan (Ksh 600/month): 24 therapy sessions annually + 4 psychiatrist consultations
• Premium Plan (Ksh 1,200/month): Unlimited therapy sessions + priority specialist access

Each session is typically 45-60 minutes and can be conducted via video, phone, or chat through our platform.

Yes! MindSure provides medication coverage:

• Basic Plan: Up to Ksh 10,000 annually for prescribed mental health medications
• Comprehensive Plan: Up to Ksh 25,000 annually
• Premium Plan: Up to Ksh 50,000 annually

Covered medications include antidepressants, anti-anxiety medications, mood stabilizers, and antipsychotics prescribed by our network psychiatrists. Generic alternatives are covered at 100%, while brand-name medications have 20% co-pay.

Submitting claims with MindSure is simple:

1. Digital Submission: Log into your dashboard and click "Submit Claim"
2. Upload Receipt: Upload the therapy session receipt (PDF or image)
3. Provider Details: Select your therapist from our network (automatic verification)
4. Session Details: Enter session date, duration, and treatment codes
5. Submit: Click submit - claims are processed within 48 hours

For network providers, we offer direct billing - no claims needed!

MindSure processes claims efficiently:

• Digital Claims: 24-48 hours for complete submissions
• Direct Billing: Instant for network providers
• Medication Claims: 72 hours when submitted with valid prescriptions
• Emergency Claims: Expedited processing within 24 hours

You'll receive SMS and email notifications at each stage of the claims process. Payments are made via M-Pesa or bank transfer based on your preference.

Booking therapy with MindSure is seamless:

1. Access Dashboard: Log into your MindSure account
2. Find Therapist: Use our AI-powered therapist matching system
3. View Availability: See real-time availability of therapists
4. Book Slot: Select preferred time (day, evening, weekend available)
5. Choose Format: Video, phone, or text-based therapy
6. Confirm: Receive confirmation with calendar integration

You can also use our MindGuide AI assistant to help you find the right therapist based on your specific needs.

Yes! Research shows online therapy can be equally effective for many mental health conditions:

• Effectiveness: Studies show 70-80% effectiveness rate for depression and anxiety
• Accessibility: Eliminates travel time and increases consistency
• Privacy: Conduct sessions from your preferred private space
• Continuity: Continue therapy even when traveling or relocating

Our platform includes secure video conferencing, encrypted messaging, and digital progress tracking tools. All therapists are licensed and trained in delivering effective online care.

Your Health Index is a dynamic score (0.8-1.3) that directly influences your premium:

• Health Index ≥ 1.10: 20% discount on monthly premium
• Health Index 1.00-1.09: 10% discount on monthly premium
• Health Index 0.95-0.99: Standard premium rate
• Health Index < 0.95: No discount, but access to wellness programs

The Health Index updates monthly based on your: mental health check-ins, therapy session attendance, sleep quality, stress levels, and wellness challenge participation. You can improve your score through consistent engagement!

MindSure accepts multiple convenient payment methods:

Premium payments can be made monthly, quarterly, or annually (with 5% discount for annual payments). All payments are secured with end-to-end encryption.

Your privacy and data security are our top priority:

• End-to-End Encryption: All data encrypted in transit and at rest
• HIPAA/GDPR Compliance: Meets international healthcare data standards
• Anonymous Analytics: Research uses only anonymized, aggregated data
• Data Ownership: You own your data and control sharing permissions
• Regular Audits: Third-party security audits every 6 months
• Zero-Knowledge Architecture: Even we can't read your therapy notes

We never sell your data. Read our comprehensive Privacy Policy for details.

Yes! MindSure is designed for multi-device access:

Your data syncs seamlessly across all devices. You can be logged into up to 3 devices simultaneously. Download links are available in your dashboard.

MindSure is designed for everyone, with special focus on:

• Students: University and college students (18-35 years)
• Young Professionals: Ages 18-40 across all industries
• Gig Workers: Freelancers, drivers, delivery personnel
• Corporate Teams: Through employer partnerships
• Individuals: Anyone seeking mental health coverage

Age Requirements: 18-60 years old (special youth packages for 18-25)

Geographic Coverage: Currently available in Kenya, expanding to East Africa in 2024.

You can cancel your MindSure subscription at any time:

• No Lock-in Period: Cancel anytime without penalties
• Pro-rated Refunds: Unused portion of annual plans refunded
• 30-Day Notice: For monthly plans, cancel before next billing cycle
• Data Access: Your health records remain accessible for 90 days
• Rejoining: Welcome back anytime with same Health Index benefits

To cancel: Dashboard → Settings → Subscription → Cancel. Our team will contact you to understand why you're leaving and offer retention options.