NAIROBI, Kenya — Activist Hanifa Adan has publicly criticised the government’s Social Health Authority (SHA) system, describing it as dysfunctional after failed attempts to register and make payments.
In a post shared on Wednesday, Hanifa said she had attempted to register for SHA since Tuesday but encountered repeated technical errors across multiple platforms.
“I’m glad the SHA conversation is back. Government bloggers have been telling me I’m avoiding SHA when it’ll cover my expenses so that it won’t fit my agenda,” she wrote.
She said the USSD code *147# returned a technical error, while the online registration portal only worked after she switched from her phone to a laptop.
“The *147# option does not work — technical error. I managed to register on their website and had to use my laptop; it refused on my phone,” she stated.
Hanifa added that attempts to remit contributions through Paybill number 200222 were unsuccessful, and that calls to the 147 helpline went unanswered.
“I’ve been trying to pay using all options!!! So many times. The 200222 paybill does not work. I’ve called them through 147, and boy, they’re not picking up, wasting my credit with that stupid song,” she said.
She questioned the reliability of the system, arguing that technical failures could have serious consequences for Kenyans seeking medical services.
“What’s seriously wrong with these people? Why do they keep lying like this? At the expense of people’s lives who are actually stuck in hospitals desperately wanting things to work,” she posted.
The Social Health Authority was established under the Social Health Insurance Act, 2023, as part of reforms replacing the defunct National Hospital Insurance Fund (NHIF).
The reforms aim to expand universal health coverage by transitioning Kenyans to a contributory model under SHA.
The Ministry of Health has maintained that the digital system is central to ensuring transparency, efficient claims processing, and equitable access to services.
However, concerns over system downtimes, delayed onboarding of facilities, and payment challenges have surfaced in recent months, particularly during the transition period.
