SHA announces refund process for mistaken M-Pesa premium payments

Kenyans who have mistakenly paid their health premiums to the Social Health Authority (SHA) now have a clear path to reclaim their money after the authority released a detailed guide on how to request refunds.

The announcement is part of SHA’s wider plan to improve how it handles member queries and to build stronger confidence in the management of health insurance contributions.

In the notice, SHA explained that anyone who wishes to recover funds sent to the wrong account must prepare three important documents.

These include a copy of their M-Pesa statement showing the wrong transaction, a valid identification document such as a National ID, Alien ID or passport, and a signed letter addressed to the Chief Executive Officer asking for the refund.

These items will be used to confirm ownership and verify the claim before the refund can be approved.

To ensure members can complete the process with ease, SHA has opened several submission options.

Those seeking refunds may send scanned versions of the documents to the emails [email protected] or [email protected], or they may opt to drop off the original paperwork at the nearest SHA County Office or Huduma Centre across the country.

SHA’s Chief Executive Officer, Dr Mercy Mwangangi, urged Kenyans to make sure the documents they submit are of good quality to avoid delays.

“Ensure all documents are clear and legible. Refunds will only be processed after verification of the submitted details,” she noted in the statement.

Members who need extra help or clarification during the process are encouraged to get in touch with the authority through the toll-free line 147 or by visiting the nearest SHA office.

Staff are available to guide them through any challenges they may face while preparing the required documents.

The new guidelines align with SHA’s broader mission to support smooth partnerships with healthcare facilities and to safeguard contributions under the Bima Bora and Afya Nyumbani programs.

SHA also reminds Kenyans that more information can be found on its website at www.sha.go.ke or by visiting its offices at the SHA Building on Ragati Road in Nairobi.

The Authority says that having a clear and predictable process for refunds is part of its promise to uphold accountability and provide reliable service to all members.

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