SHA appeal taking too long? What you can do

You submitted an appeal to lower your SHA contribution. Weeks later, the old amount is still there. You are not alone — this is one of the most common SHA questions we get.

SHA has not published a fixed time for appeals. Some people get a response fast, others wait longer. Nobody, including us, can speed up SHA's decision.

First, confirm the appeal was received

• Look for the confirmation SMS or reference you got after submitting.
• Log in to the SHA portal or dial *147# and check if your contribution details show a pending review.
• If you can't find any record, the appeal may not have gone through. You may need to submit again.

Why appeals take longer

• Missing or unclear information in the request
• Details that don't match other government records
• SHA verifying income information
• High numbers of requests at the same time

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How to follow up

1. 1Find your reference number or the date you submitted.
2. 2Use SHA's official contact channels listed on sha.go.ke.
3. 3Give your ID number and the reference. Ask what stage the review is at.
4. 4Ask if anything is missing from your request.
5. 5Write down the date, who you spoke to and what they said.

Keep paying while you wait?

Ask SHA directly about this. Your cover depends on your contribution record, so understand how a pending appeal affects your cover before you stop paying.

What not to do

• Don't pay anyone who promises a 'guaranteed' lower amount.
• Don't send money to personal numbers claiming to be SHA.
• Don't keep submitting new appeals every few days — it can create confusion.

Tip: If your appeal was rejected, read the reason carefully. Often it's missing information you can correct.