Mary Abongo, 26, had not renewed her National Health Insurance Scheme (NHIS) card in years—so long that she couldn’t recall her last renewal.
But now, expecting her first child, she has been encouraged to renew it. Since NHIS offered free coverage for pregnant women, an active card would ensure smoother Antenatal Care (ANC) visits and cover essential tests at accredited laboratories in Bolgatanga.
“The last time I came to renew my card, I was pushed around. The place was crowded, and it was hard to tell who came first and who followed,” she recalled. Frustrated, she had left without completing the process.
Hamdiya Asana had kept her NHIS card in her purse for so long that the details had completely faded. Like Mary, she had been reluctant to visit the office, dreading the exhausting struggle it once took to get such issues resolved.
Mobile Renewal Systems
But the National Health Insurance Authority’s deployment of digital and mobile registration and renewal for members is bringing relief to many.
For years, the NHIA relied on two primary channels for enrolling and renewing members: in-office registrations at district offices and community outreach programs.
While these methods served a significant portion of the population, gaps remained, particularly in reaching those in remote areas.
Recognizing this, NHIA says it introduced the mobile renewal system using the short code *929#, allowing members to check their card validity, renew their membership, and access scheme-related information.
The authority is leveraging the identification infrastructure of the National Identification Authority to authenticate those registering and renewing their membership.
The National Identification Authority’s issued cards, the Ghana card, is the primary mode of registration and renewal for the NHIS.
The NHIA is also leveraging the digital payment infrastructure built by the Ghana Interbank Payment and Settlement Systems Limited (GhIPSS) to enable payments on the registration platform.
Members can pay for their registrations using mobile money wallets. But the current system has some challenges.
Unstable network connectivity in some parts of the country means new digital tools are needed as solutions.
myNHIS App
The NHIA has now launched its myNHIS App, designed as an enhancement to the mobile renewal system.
The new digital tool makes registration of new members and renewal of existing members easier and stress-free. Users can undertake such registrations from the comfort of their homes, eliminating the need for physical visits to NHIA offices.
Beyond improving accessibility, the app also aligns with NHIA’s broader vision of strengthening its corporate brand and making health insurance services more convenient for all Ghanaians.
Officials of the NHIA said they are excited their new platform integrates with Ghana’s National Identification Authority (NIA) database. Through an API framework, the NHIA is able to verify user identities by linking their Ghana Card numbers to NHIS records.
Technically, this works by allowing the app to send a request to the NIA’s centralized database, retrieving relevant demographic information such as name, date of birth, and biometric identifiers. This eliminates the need for users to manually input extensive details during registration, reducing errors and streamlining the process, Miss Ankwain said.
Additionally, the authentication model within the app enables healthcare providers to cross-check a patient’s NHIS status in real time, preventing fraudulent claims and ensuring that only registered members receive NHIS benefits.
The myNHIS app also taps into Ghana’s well-established mobile money ecosystem to facilitate convenient and secure payments for health insurance enrollment and renewals. Mobile money services, operated by telecom giants like MTN, Vodafone, and AirtelTigo, have revolutionized financial transactions in Ghana, making cashless payments more accessible even in remote communities.
By integrating mobile money into the app, NHIA ensures that members can pay their premiums or renewal fees instantly, eliminating the need to visit NHIS offices or rely on third-party agents who often charge extra fees. This integration streamlines the entire process, allowing users to complete their transactions within minutes from the comfort of their homes.
Adoption of the MyNHIS App: Public Reception, Challenges, and Strategies for Improvement
Despite the NHIA’s efforts to promote digital accessibility through the myNHIS app, adoption in the Upper East Region has been slower than expected.
According to Rufina Ankwain, the Upper East Regional Public Relations Officer for NHIA, the authority does not have separate data for myNHIS app usage but rather combines it with figures from the broader mobile renewal system (*929#).
In 2024, the Upper East Region had a target of 965,797 NHIS enrollments, but total membership achieved was 921,121. Of this, 377,070 members used the mobile renewal system, constituting nearly half of the total. While this number shows progress in digital adoption, NHIA believes there is still room for improvement.
Challenges in Adoption
Ms. Ankwain attributes the slow uptake of the myNHIS app to literacy barriers and public hesitation toward new technology.
“From our community engagements, we realized that many people do not fully understand how to use the app,” she explained.
“Even when we offer to install it on their phones, they remain hesitant.” She also noted that many Ghanaians prefer familiar systems like *929#, rather than experimenting with new platforms.
For those who have adopted the app, network-related issues have been the most common challenge. Some users experience delays in receiving OTP verification codes, sometimes waiting for hours before abandoning the process. Others report that payments are deducted, but their NHIS cards do not reflect as renewed, forcing them to visit NHIA offices to resolve the issue.
Strengthening Ghana’s Digital Public Infrastructure Through the MyNHIS App
The evolution of the myNHIS app shows Ghana’s commitment to leveraging Digital Public Infrastructure (DPI) to enhance service delivery and accessibility in the healthcare sector.
By integrating features such as mobile renewals, real-time notifications, health provider allocation, and primary care selection, the app is transforming the way citizens interact with the National Health Insurance Scheme (NHIS).
These advancements not only reduce the bureaucratic barriers associated with traditional registration and renewal processes but also empower users with more control over their healthcare choices.
As Ghana continues to expand its digital ecosystem, the myNHIS app serves as a critical example of how technology can bridge gaps in service delivery, particularly in rural and underserved communities. The app’s integration with existing DPI frameworks—such as mobile money platforms and national identity databases—positions it as a scalable and inclusive solution that aligns with the country’s universal health coverage goals. However, sustained efforts in digital literacy, infrastructure development, and public sensitization will be key to ensuring widespread adoption.
“This report is produced under the DPI Africa Journalism Fellowship Programme of the Media Foundation for West Africa and Co-Develop.”
Source: A1 Radio Online | 101.1 MHz | Mark Kwasi Ahumah Smith| Bolgatanga
