> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sigmahmis.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sigma Health HMIS FAQ: Setup, Claims, and Security

> Answers to the most common questions about Sigma Health HMIS setup, data security, internet requirements, claim submission, and billing.

These are the questions clinics most commonly ask when evaluating or getting started with Sigma Health HMIS. If you do not find what you are looking for here, email [hello@sigmaconnect.org](mailto:hello@sigmaconnect.org) and the team will respond within one business day.

## Setup & Requirements

<Accordion title="Does Sigma HMIS require any special IT infrastructure?">
  No. Sigma is entirely cloud-based. You need a device — a computer, tablet, or smartphone — with a modern web browser and a working internet connection. There are no servers to procure, no software to install, and no IT department required to keep the system running. The entire platform is hosted and maintained by Sigma.
</Accordion>

<Accordion title="What internet speed do I need?">
  Sigma works on standard broadband. A minimum of **1 Mbps per active concurrent user** is recommended for a smooth experience. The system is designed to handle intermittent connectivity gracefully — if your connection drops briefly, you will not lose work in progress. For clinics in areas with variable connectivity, the Sigma team can advise on workflow strategies that minimise disruption.
</Accordion>

<Accordion title="How long does setup take?">
  Most clinics go live within **one business day**. Average setup time — including workspace configuration and team training — is under 8 hours. Complex multi-site setups or clinics with large data migrations may take a few additional days. See the [Onboarding Process](/support/onboarding-process) page for a full timeline breakdown.
</Accordion>

<Accordion title="Can I migrate data from our current paper records or spreadsheets?">
  Yes. Patient records and historical billing data can be imported into Sigma. The Sigma team will advise on the best approach based on your data volume and format — there is no single import template that works for every clinic. Active open claims should be entered manually to ensure they are tracked correctly in the new system. Historical closed records can be imported in batches as a reference archive.
</Accordion>

## Billing & Claims

<Accordion title="What happens if a claim is rejected?">
  When an insurer rejects a claim, it appears in your Claims queue with a **Rejected** status and the reason code returned by the insurer. Review the reason code, correct the identified issue on the claim record — whether that is a missing authorisation number, an incorrect procedure code, or a patient eligibility problem — and resubmit from the same claim record. Sigma preserves the full edit and resubmission history so you always have an audit trail.
</Accordion>

<Accordion title="Can I submit claims to multiple insurers?">
  Yes. Sigma supports multiple insurer schemes simultaneously, with no limit on the number of schemes you configure. Each scheme is set up independently with its own payer codes, billing rules, and submission requirements. A single patient visit can split across a scheme portion and a patient portion, and Sigma handles the allocation automatically based on the configured scheme rules.
</Accordion>

<Accordion title="What is an authorisation number and when is it required?">
  Some insurers require **prior authorisation** before certain procedures — particularly high-cost investigations, specialist referrals, or elective surgeries. The authorisation number is issued by the insurer before the procedure takes place and must be included in the claim for it to be accepted. Sigma flags missing authorisation numbers at the claim preparation stage, before you attempt to submit, so you can obtain and add the number without the claim being rejected.
</Accordion>

<Accordion title="Can I bill patients who are not on a medical aid scheme?">
  Yes. Sigma fully supports **direct patient billing** for non-scheme visits. When a patient has no active scheme membership, the full invoice amount is allocated to the patient portion. You can issue the invoice, record cash or bank transfer payments, and track outstanding balances against individual patients — all within the same Payments module you use for scheme reconciliation.
</Accordion>

<Accordion title="What claim statuses does Sigma use?">
  Sigma tracks claims through six statuses: **Submitted** (sent to the insurer), **Awaiting Response** (pending insurer review), **Approved** (accepted by the insurer), **Rejected** (returned with a reason code), **Paid** (payment received and matched), and **Waiting** (held pending additional information before submission). Each status transition is timestamped so you have a full audit trail.
</Accordion>

## Data & Security

<Accordion title="Who owns the data in Sigma HMIS?">
  Your clinic owns **100% of your data**. Sigma does not claim ownership of your clinic records or patient data, and does not sell, license, or monetise your data in any form. Your data is used solely to operate the service you have subscribed to. See the [Privacy Policy](https://sigmahmis.com/privacy) for the full details, or contact [privacy@sigmaconnect.org](mailto:privacy@sigmaconnect.org) with any specific questions.
</Accordion>

<Accordion title="Is patient data encrypted?">
  Yes. All data stored in Sigma is encrypted using **AES-256 encryption at rest**. All data transmitted between your browser and the Sigma platform is encrypted using **TLS 1.3 in transit**. Each clinic's data is stored in an isolated tenant environment — your data is logically and physically separated from every other clinic on the platform, with role-based access controls (RBAC) governing what each staff member can see and do.
</Accordion>

<Accordion title="What happens to my data if I cancel?">
  After your subscription ends, you have a **30-day window** to export all of your clinic and patient data in a standard format. Sigma will not delete your data during this window. After the 30-day period, your data is permanently deleted from the platform and removed from backup rotation within 90 days. To begin a data export, contact [privacy@sigmaconnect.org](mailto:privacy@sigmaconnect.org).
</Accordion>

<Accordion title="What is Sigma's uptime commitment?">
  Sigma maintains a **99.9% uptime SLA**. In the event of scheduled maintenance or unplanned downtime, the Sigma team will communicate status and expected resolution times. If you experience a platform access issue, email [hello@sigmaconnect.org](mailto:hello@sigmaconnect.org) with **"URGENT"** in the subject line for priority handling.
</Accordion>

## Pricing

<Accordion title="Is there a free trial?">
  Yes. You can start a free trial at [sigmahmis.com/auth/register](https://sigmahmis.com/auth/register) — **no credit card is required**. The trial gives you access to all modules: Billing, Claims, and Payments. When you are ready to go live, the Sigma team will work with you to move from trial to a full subscription without losing any configuration or data you set up during the trial.
</Accordion>

<Accordion title="How is pricing determined?">
  Pricing is tailored to your clinic's needs and is based on three factors: the **number of clinic locations**, your **monthly claim volume**, and the **modules you need**. There is no one-size-fits-all price list. Contact [hello@sigmaconnect.org](mailto:hello@sigmaconnect.org) to discuss your clinic's situation and receive a specific quote.
</Accordion>

<Accordion title="Are there long-term contracts?">
  No. Sigma offers both **month-to-month** and **annual subscriptions**. There is no long-term lock-in requirement. Annual plans are available at a discount for clinics that prefer predictable annual budgeting, but you are never required to commit beyond a month at a time.
</Accordion>


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