Many Kenyans have mistakenly sent their Social Health Authority (SHA) premium payments to the wrong account through M-Pesa. The SHA has now made it easier to request refunds for such payments.
These refunds apply to mandatory contributions under the Social Health Insurance Fund (SHIF), calculated as 2.75% of household income, with a minimum of Ksh300 for salaried workers.
The SHA has outlined a simple, step-by-step process to help citizens reclaim their funds quickly and avoid losing money through errors in mobile payments.
SHA Refund Process for Wrong Premium Payments Via M-Pesa
The Social Health Authority (SHA), under CEO Dr Mercy Mwangangi, has issued clear guidelines for Kenyans seeking refunds for wrong premium payments. These measures aim to streamline the process and ensure accountability in SHIF contributions.
Refunds can only be processed after verifying the authenticity of submitted documents. SHA urges citizens to ensure that all scanned documents are legible and accurate before submission. Failure to meet these requirements may delay processing or lead to rejection of the claim.
Below is the detailed procedure on how to request refunds for wrong SHA premium payments via M-Pesa.
Step-by-Step Guide to Request Refunds
To request a refund for an incorrect SHA premium payment made through M-Pesa, you need to prepare and submit the following documents:
| Required Document | Description |
|---|---|
| M-Pesa Statement | A clear copy showing the wrong payment transaction. |
| Identification Document | A copy of your National ID, Alien ID, or passport. |
| Refund Request Letter | A signed letter addressed to the CEO of the Social Health Authority, requesting a refund. |
Once you have gathered all these documents, you can submit them using one of the approved methods.
Submission Methods
SHA allows Kenyans to submit refund requests through two main channels:
- Email Submission
You can send your scanned documents to the following official email addresses:Make sure the attachments are clear and labeled correctly. Include your full name, phone number, and National ID number in the email body for easy verification.
- Physical Submission
If you prefer to deliver your documents in person, you can drop them off at:- Any SHA County Office across the country
- Your nearest Huduma Center
Original copies are preferred for physical submissions. SHA officials at these centers will guide you on the next steps and expected timelines for refund approval.
For assistance, Kenyans can call 147 or visit the nearest SHA office for guidance.
Verification and Refund Timeline
After submission, SHA officials will review your documents to confirm that the payment was wrongly made. The verification process ensures that refunds are issued to the rightful owners and prevents misuse of public funds.
Refunds are only processed once verification is complete. While SHA has not specified an exact processing period, applicants are advised to monitor their refund status through SHA offices or the helpline.
In case of any delays or missing communication, citizens are encouraged to follow up using the same submission email or hotline number.
SHA’s Broader Effort to Support Affordable Healthcare
The refund process is part of SHA’s larger goal to make healthcare financing more transparent and accessible. The agency oversees Kenya’s Social Health Insurance Fund (SHIF), which replaced the National Health Insurance Fund (NHIF).
Under SHIF, premiums are based on a percentage of income—2.75% for salaried employees—with a minimum payment of Ksh300. For self-employed Kenyans, SHA uses a means-testing tool to determine contributions based on income and assets. This ensures that payments are fair and affordable for every household.
Recently, Health Cabinet Secretary Aden Duale told the National Assembly Departmental Committee on Health that SHA will implement a flat-rate premium of Ksh660 per month for vulnerable households. The initiative is designed to protect poor families from being locked out of healthcare coverage.
The Ministry of Health, in collaboration with the Ministry of Labour and Social Protection, is identifying indigent families eligible for the program. Duale emphasized that philanthropists, development partners, and well-wishers are encouraged to contribute toward covering these premiums.
President William Ruto also announced that the government will fully cover SHA contributions for 2.2 million vulnerable Kenyans, ensuring that no one is left behind under the Universal Health Coverage (UHC) plan.
Important Reminders for Kenyans
Before submitting a refund request, remember the following:
| Tip | Details |
|---|---|
| Check your M-Pesa transaction details | Ensure the transaction ID and amount match your claim. |
| Use your registered ID | The ID must match the M-Pesa account holder’s name. |
| Avoid multiple submissions | Submit only once through one channel to prevent confusion. |
| Keep copies | Retain copies of all documents for your records. |
Following these steps will help speed up your refund process and reduce chances of rejection.
