NAIROBI, Kenya- When the Kenyan government introduced the Social Health Authority (SHA), it promised to revolutionize healthcare access and affordability.
However, for many Kenyans, this promise has turned into frustration and confusion — not improved service.
Among those voicing their disappointment is Irungu Nyakera, Chairperson of the Kenyatta International Convention Centre (KICC), who has taken to social media to share his personal experience with the new system.
“I went to hospital last week, it didn’t cover anything. I asked questions, I didn’t get answers. I paid in cash,” Nyakera wrote.
I went to hospital last week, it didn’t cover anything. I asked questions, I didn’t get answers. I paid in cash.
His sentiments have resonated widely, echoing what many Kenyans have been saying since the shift from the National Hospital Insurance Fund (NHIF) to SHA began.
“This Was Supposed to Be an Improvement”
For years, NHIF, despite its flaws, provided a semblance of cover for millions.
With monthly deductions starting from as low as KSh 500 for the self-employed, NHIF was predictable.
Then came SHA — marketed as the ultimate solution to Kenya’s ailing health system.
Yet, the rollout has been anything but smooth.
Many Kenyans are baffled by the changes, particularly around higher contribution rates, lack of clarity on benefits, and teething problems in hospital coverage.
“How could a more expensive ‘improvement’ possibly be worse?” one Nairobi resident questioned, summing up the mood.
I have listened to Kenyans and their complaints regarding SHA. To them, SHA was supposed to improve healthcare, not make it worse. If NHIF could and was serving them, how could a more expensive “improvement” possibly be worse? Nobody wants SHA to fail – that benefits nobody -…
A number of Kenyans have reported being turned away from hospitals or told their SHA cover was not yet active, forcing them to pay out of pocket.
“It’s not that Kenyans want SHA to fail. That benefits no one,” Nyakera emphasized. “They just want it to work, with less lectures and excuses from the government — just solutions.”
What Went Wrong?
Healthcare experts point to poor communication and inadequate public sensitization as key challenges.
Many Kenyans are unaware of how to register, what services are covered, or how to claim benefits.
Moreover, hospitals have been slow to adapt, with some still unclear on reimbursement procedures or fearing delayed payments from SHA — as was often the case with NHIF.
Critics say the government rushed the transition without ensuring all stakeholders — especially the public — were on board and well-informed.
“People feel like they’ve been handed a new system without being told how to use it, yet their health depends on it,” said a healthcare worker in Kisumu.
Key Challenges Raised by Kenyans
- Lack of Information – Many Kenyans are unaware of how SHA works, what it covers, or how to enroll.
- Higher Contributions – Self-employed individuals now pay a minimum of KSh 300 per month, with formal workers contributing 2.75% of gross pay, leading to dissatisfaction.
- Hospital Rejections – Some health facilities have not fully onboarded SHA or are denying cover, citing system issues.
- Customer Support Gaps – Citizens complain of not getting clear answers from SHA help desks or hotlines.
- Delayed Operationalization – Despite SHA being in law, its full implementation remains patchy, especially in rural areas.
What the Government Says
The Ministry of Health has urged patience, insisting SHA will deliver better services once fully operational. They argue that higher contributions will mean better coverage and reduced out-of-pocket expenses in the long term.
But for many, the question remains — why pay more now, for less?
How to Apply for SHA
- Online via eCitizen: Log in or create an account on www.ecitizen.go.ke, select SHA under services, and follow registration steps.
- USSD Option: Dial *147# and follow prompts to register.
- SHA Offices: Visit any NHIF/SHA branch or Huduma Centre for assistance.
- Required Documents: National ID, phone number, and, for dependents, birth certificates or marriage certificate.
Once registered, contributions can be made via mobile money platforms, and members receive confirmation SMS with their SHA details.
