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Quick answer
SHA preauthorisation is the step where certain treatment needs to be approved through the digital platform before it proceeds, rather than being claimed only after the fact. It's handled between the facility and the system, and current official guidance sets out when it applies and how long it takes — we won't guess at specific timelines here.
Key things to know
- The digital platform handles pre-authorisations, generally initiated by the facility.
- It's a step that happens before certain treatment, not after.
- Specific timelines for approval can vary and aren't something to assume in advance.
- Asking the facility directly about preauthorisation status is a reasonable thing to do.
What this means
Preauthorisation is essentially a check-in before certain treatment happens — a facility seeks approval through the SHA digital platform rather than simply proceeding and claiming afterward. It exists so that higher-cost or specific categories of treatment go through a verification step upfront.
What preauthorisation is for
For certain kinds of treatment, SHA's framework involves an approval step handled through the digital platform before the treatment proceeds. This is distinct from the claim itself, which is submitted afterward — preauthorisation is the upfront check.
Who's involved
In practice, this is typically something the facility handles with the platform rather than something a patient personally submits. As a patient or family member, your role is usually to know that this step exists and to ask the facility where things stand if treatment seems delayed.
Why we won't state a timeline
We're not going to state a specific number of hours or days for how long preauthorisation takes, because that can vary and isn't something SHA Desk controls or wants to guess at. If timing is a concern in your situation, it's worth asking the facility directly and checking current official guidance.
If preauthorisation is delayed or refused
If a facility says preauthorisation hasn't come through, it's worth asking specifically what's outstanding — whether it's information from the facility's side, or something about the treatment category itself. This is a more useful question than assuming the worst.
Why you may be seeing it
- Preauthorisation exists as an upfront step for certain treatment categories, not a claim itself.
- Facilities, not patients, generally interact with the platform directly.
- Timelines can vary, so it's better to ask directly than assume a fixed number.
- A delay isn't automatically a refusal — it's worth clarifying what's actually outstanding.
Common situations
Common scenario
A planned procedure
A family is told a planned procedure needs preauthorisation first, and wants to understand generally what that means before the hospital date.
Common scenario
Treatment seems delayed
A patient is waiting for treatment to proceed and is told it's pending preauthorisation, without a clear sense of what that involves.
What information may matter
- Whether your treatment category is one that requires preauthorisation
- Whether the facility has actually submitted the request on the platform
- What specifically is outstanding if there's a delay
- Whether current official guidance has any update relevant to your situation
What you can check
- Ask the facility whether preauthorisation is required for your specific treatment.
- Ask whether the request has been submitted and what its current status is.
- If there's a delay, ask specifically what information is outstanding.
- Avoid assuming a fixed number of days without confirming with the facility or current guidance.
Common mistakes
- Assuming every treatment needs preauthorisation when only certain categories do.
- Expecting a patient-facing submission process when it's generally handled by the facility.
- Treating a delay as an automatic refusal without asking what's actually outstanding.
When assistance may be useful
If you're dealing with a preauthorisation delay or want to understand the process for your situation, SHA Desk can help you work through it.
WhatsApp SHA DeskCommon questions
Do all treatments need preauthorisation?
No, it generally applies to certain categories of treatment rather than everything.
Who requests preauthorisation, me or the hospital?
This is typically handled by the facility through the digital platform, not submitted directly by the patient.
How long does preauthorisation take?
We can't state a specific timeline, as this can vary. It's worth asking the facility and checking current official guidance.
Official sources & references
Official procedures, requirements and benefits are set by the relevant authorities and can change.
By SHA Desk · Managed by Cyber Kenya
Published 7 October 2026. SHA Desk is an independent assistance service — not SHA, the Digital Health Agency or a government office. About SHA Desk