Higher Numbers, Improving Structures: How NHIA Strengthens Health Insurance Pillars

universal health coverage.DEEPENING PARTNERSHIPS WITH STATESNHIA’s collaborative, federalist approach is delivering results. All 36 states now operate their own insurance schemes, with Akwa Ibom’s AriseHealth launch in September 2024 completing the nationwide rollout. This decentralized model allows states to tailor solutions to local priorities while maintaining national quality standards, especially benefiting vulnerable groups through targeted enrollment drives.Key to this strategy is NHIA’s technical and financial support to states, including capacity building for state health insurance agencies, standardized benefit packages, and integration with national programs such as the BHCPF. By empowering states to manage enrollment and provider networks, NHIA is strengthening the foundation for sustainable, community-driven health coverage – essential for achieving universal coverage by 2030.ENHANCED COMPLAINTS RESOLUTIONNHIA has strengthened its complaints resolution system to improve service quality. In 2023, the Authority resolved 89% of 2,732 complaints, and in 2024, it resolved 78% of 1,689 cases within 21 days.Complaints can now be filed through multiple channels, including walk-ins, email, phone, and social media. Cases are first handled at state offices before escalation to the Enforcement Directorate at headquarters. Sanctions range from warnings and enforced refunds—₦2.6 million refunded to beneficiaries in 2024—to the delisting of non-compliant facilities. These efforts have been further supported by reforms such as the 2023 Grievance Protocol and enhanced provider payment rates.