SHA 147 Toll-Free Number: What It Does, When It Launched and How to Use It

Updated 18 October 2026

147 is the free hotline for the Social Health Authority (SHA) and the wider TaifaCare health cover system. You call it from your phone to get help with SHA registration, adding dependants, checking claims and payments, and reporting problems at a hospital. It is run from the TaifaCare Support Centre, which the Ministry of Health says is powered by the Digital Health Agency. On the launch date, official sources give two dates: the Ministry of Health says the support centre behind 147 started in October 2024, when SHA took over from NHIF, and on 6 March 2025 the Ministry announced a 24-hour call centre on the 147 toll-free line, as Capital FM reported that day. SHA’s own website separately lists a toll-free number, 0800 720 601, and the email info@sha.go.ke.

SHA Contact Numbers at a Glance

Do not mix up 147 (a voice call) with *147# (a USSD menu). Calling 147 puts you through to a support agent. Dialling *147# opens a self-service menu on your phone screen.

When the 147 Line Started

The timeline from official statements and news reports is:

• 1 October 2024: SHA takes over from the National Health Insurance Fund (NHIF), according to the Ministry of Health’s SHA registration guide.
• October 2024: the TaifaCare Support Centre, which runs the 147 toll-free hotline, starts operating. This is the launch date the Ministry of Health gives in its 2 September 2025 statement.
• 20 January 2025: Medical Services Principal Secretary Harry Kimtai opens a refresher training for SHA customer service staff to make registration simpler and counter misinformation, the Ministry reported.
• 6 March 2025: the Ministry of Health announces that SHA is setting up a 24-hour call centre, and says Kenyans can call 147, “the dedicated toll-free line for inquiries, registration assistance, and claims follow-up” (Capital FM).
• 22 April 2025: Health Cabinet Secretary Aden Duale tells a National Assembly committee that the USSD code *147# is now running to help people move from NHIF to SHA.
• 2 September 2025: CS Duale visits the TaifaCare Support Centre. The Ministry says the centre has received more than 1 million calls since it launched and plans to add AI-powered chatbots.

What You Can Do by Calling 147

According to the Ministry of Health’s statements, the call centre helps you to:

1. Register with SHA or get help when online or USSD registration fails, for example when your name does not match your ID.
2. Add dependants such as a spouse or children, including a newborn.
3. Track claims and payments, which is useful for hospitals waiting on SHA reimbursements and for members checking whether a contribution has been received.
4. Get help accessing care, such as finding out whether a facility is contracted by SHA.
5. Report service problems, for example being asked to pay for a service that should be covered or being turned away. The Ministry tells Kenyans to “use the toll-free line to report service concerns”.

How to Call 147 and Get Your Problem Solved

• Call from the phone number registered with SHA where possible, so the agent can find your record faster.
• Have your national ID number ready, plus your dependants’ birth certificate or ID numbers if you are adding them.
• For a payment problem, have the M-Pesa or bank transaction code and the date you paid.
• For a hospital complaint, note the facility name, the date and what you were asked to pay. Ask for a receipt for any payment.
• Write down the name of the agent and any reference number you are given, in case you need to follow up.

If the line is busy, try again outside peak hours or use the self-service options: *147# on your phone, or the online portal. Our guide on how to log in to the SHA portal walks through the website step by step.

Registering by *147#

The Ministry of Health’s SHA registration leaflet tells new members to “dial *147# on your mobile phone and follow the prompts”. You will be asked for your ID number and to confirm your details, and you will receive a welcome message from SHA once you are registered. You can also register on sha.go.ke, through a Community Health Promoter, or at an SHA branch or Huduma Centre. See our full guide on what SHA is and how to register.

What SHA Covers and What You Pay

SHA runs three funds: the Primary Health Care Fund for dispensaries and health centres, the Social Health Insurance Fund (SHIF) for wider cover, and the Emergency, Chronic and Critical Illness Fund. Salaried workers contribute 2.75% of gross pay. Work out your monthly deduction with our SHIF calculator, and find a contracted hospital near you with our SHA hospital finder for all 47 counties.

Visiting an SHA Office Instead

Most problems can be sorted out on 147 or *147#. If your details are wrong and cannot be fixed by phone, you may need to visit an office with your ID. Our list of SHA offices in Nairobi has addresses and phone numbers.

Beware of Fake SHA Numbers

The official short codes are 147 and *147#. SHA staff will not ask for your M-Pesa PIN. Contributions go to official payment channels, never to a person’s phone number. If someone calls claiming to be from SHA and asks for money to “activate” your cover, hang up and call 147 yourself.

Frequently asked questions

Is calling 147 free?

Yes. The Ministry of Health describes 147 as a toll-free hotline.

When was the SHA 147 toll-free line launched?

The Ministry of Health says the TaifaCare Support Centre that runs 147 launched in October 2024. The 24-hour call centre on 147 was announced on 6 March 2025.

Is 147 the same as *147#?

No. 147 is a voice call to an agent. *147# is a USSD menu for self-registration and checking your details.

What other SHA contacts are there?

SHA’s website lists toll-free 0800 720 601 and the email info@sha.go.ke.

Can I report a hospital that asked me to pay on 147?

Yes. The Ministry encourages Kenyans to use the toll-free line to report service concerns.