SHA Issues Fresh Guidance for Kenyans Who Paid Wrong Premium via M-Pesa
The Social Health Authority (SHA) has issued new guidance for contributors who may have mistakenly paid an incorrect premium amount through M-Pesa, outlining a verification and refund process aimed at safeguarding public funds and restoring confidence in the newly established health scheme.
In a statement released on Thursday, November 20, the authority confirmed that individuals who remitted the wrong amount can formally request a refund by submitting supporting documents for review. According to SHA, applicants must provide a copy of their M-Pesa statement indicating the erroneous transaction, a copy of their National ID, Alien ID or passport, and a signed letter addressed to the SHA Chief Executive Officer requesting reimbursement.
The documents may be submitted electronically via customerservice@sha.go.ke or revintegration@sha.go.ke. Alternatively, Kenyans can deliver physical copies to any SHA County Office or Huduma Centre across the country. The Authority stressed that only clear and legible documents will be considered, noting that refunds will be issued strictly after verification is completed.
“The verification process is mandatory to prevent fraudulent claims and ensure contributors receive accurate refunds,” the Authority said.
The latest advisory comes just weeks after SHA raised the alarm over criminals impersonating its staff to defraud the public. On Friday, November 7, SHA Chief Executive Officer Mercy Mwangangi warned that fraudsters had been approaching citizens while posing as SHA officers, falsely promising to assist with registration or to fast-track services for a fee.
“We are deeply saddened and concerned to learn that some members of the public have been defrauded by criminals impersonating SHA employees and conning unsuspecting Kenyans by claiming they can help with registration or speed up SHA services at a fee,” Dr Mwangangi said. “Your trust is sacred to us, and it pains us greatly that dishonest individuals would exploit that trust for their own gain.”
She reiterated that SHA registration is free and emphasised that no authorised staff member is permitted to request cash payments, personal information, or M-Pesa PINs from the public under any circumstances.
“Please know that SHA staff will never ask for money to offer service, or your M-Pesa PIN,” she stated. “If you or someone you know has been affected, we urge you to report the incident immediately to the police and to SHA through our official toll-free line 147 or the dedicated email fraud@sha.go.ke.”
SHA urged citizens to remain vigilant and to verify the identity of anyone claiming to represent the Authority, warning that the crackdown on impersonation and related scams will continue as the government seeks to bolster public confidence in the new health financing system.
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SHA Issues Fresh Guidance for Kenyans Who Paid Wrong Premium via M-Pesa