TI-Messenger (TI-M)

The so-called TI-Messenger (TI-M) is an instant messaging service that all health insurance funds must offer to their insured members. It enables location-independent communication in healthcare between service providers and insured individuals.

Yes, to use the TI Messenger, you need both the BKK W&F ePA app and a personal user account. You can find information on registering your account here. Afterwards, you will need to register separately for the TI Messenger.

The creation of the user account is independent of the electronic patient record (ePA). This means that even if you have previously objected to the ePA, you can still use the TI Messenger.

The creation of the user account is independent of the electronic patient record (ePA). This means that even if you have previously objected to the ePA, you can still use the TI Messenger.

Once you have logged into your BKK W&F ePA app, you will find the TI-Messenger tile under “More content”. By tapping on it, you start the registration process, which is explained step by step.

Before you can use the service, you must agree to the terms of use and the declarations of consent.

After registration, your personal profile will be displayed. This contains:

• Your name
• Your TI-Messenger address
• A QR code with your contact details

The QR code makes it easier for medical facilities to scan your data and contact you later. Please note: This information cannot be changed.

In the next step, you will be asked to secure a so-called key (secret code) for your chats.

The TI-Messenger provides particularly strict protection for your health communication.
The key is a security code that you need to decrypt your chats – for example, after reinstalling the app or when moving to a new device.

Important:
Be sure to keep this key safe. It cannot be recovered. You can generate a new key in the app at any time, but you will no longer be able to access previous chats with it. A key will automatically be suggested to you at the beginning. If you wish, you can define your own code instead – the ePA app will guide you through the necessary steps.

Yes. The Messenger uses end-to-end encryption.
This means: Only you and your chat partner can read the messages. No third party has access. For decryption, you need the personal chat key.

You can start a conversation in several ways:

• via the search function in the directory service
• via the “+” symbol in the top right corner
• by scanning a QR code via the three-dot menu

Before a chat begins, an invitation is always sent to the other person first. You can see open invitations above your chat list.

No.
Messages are exclusively visible to the two communication partners involved.

Please note, however: Practices or hospitals can internally archive chat histories. This means that a deleted chat may still be documented by the medical facility.

After logging out or uninstalling, you will no longer have access to your previous chats.
If you need content for your records, you should take screenshots in good time and save them securely.

There will be an export function in the future. We will inform you as soon as it is available.

Yes.
You can remove individual conversations via the chat menu. These will then only disappear from your view – the other party can still view the chat.

Your profile includes:

• the QR code for sharing your contact details

• Your TI-Messenger address

• the permission management for chat invitations

• Settings for push notifications

Not yet available.
Although the homepage displays a corresponding option, uploading a profile picture is not yet possible in the current version of the messenger. Furthermore, images from the ePA are not currently transferred. We kindly ask for your patience.

Participation in the TI Messenger is voluntary. If a practice or hospital offers the service, you can find the facility in the directory service of the TI Messenger and select it directly there.

If your desired practice does not appear in the search, it probably does not (yet) use the TI Messenger for patient communication. In this case, it is worth asking directly on site whether the service is offered.

Your health insurance company is expected to be reachable via the TI Messenger from March 2026.

In your profile, you can use the settings to specify from whom you wish to receive chat invitations.

You have two options:

1. Recommended default setting
   You will see all incoming invitations – except those from contacts you have deliberately placed on your blocklist.
2. Allow contacts individually (not recommended)
   Here you determine who can message you by adding people to an allowlist.
   Please note: If medical facilities are not on this list, they cannot reach you – even if they wish to.

If you change health insurance providers, your existing TI-M account will not be transferred.

You must therefore back up your chats yourself beforehand. As there is currently no export function available, this is only possible via screenshots.

If you no longer wish to use your account, you can revoke your consent in the app and delete your account. Currently, you will not receive automatic confirmation of the deletion.

Important:
After deletion, you will not be able to create a new account or use the TI-Messenger again for the time being.