Kenyan Lady Cries Foul After Sending KSh 6k NHIF Contribution Via ECitizen Platform

• President William Ruto's administration directed all government institutions to integrate their service payments via the eCitizen platform
• National Hospital Insurance Fund (NHIF) is the latest institution to migrate to the government's single pay bill number 222222
• Kenyans using the service have raised concerns over delays in payment confirmation response
• A Kenyan woman complained of having paid KSh 6,000 more than a week ago without a response

TUKO.co.ke journalist Wycliffe Musalia brings over five years of experience in financial, business, and technology reporting, offering deep insights into Kenyan and global economic trends.

Kenyans have been raising concerns over delays in payment response once they remit their NHIF contributions via the eCitizen platform.

The National Hospital Insurance Fund (NHIF) migrated its services in December 2023, integrating the government's single pay bill number 222222.

A Kenyan woman shared her concerns in a tweet posted by Kileleshwa MCA Robert Alai.

Is NHIF aware of eCitizen payment delays?

The lady said she paid KSh 6,000 via the pay bill a week ago, and nothing has been forthcoming despite her visiting the NHIF offices.

"Last week I paid for my mum's yearly contribution to NHIF through the new pay bill number 222222, but until now it's not reflected. I have followed up with both NHIF and eCitizen, but nothing and when I reached out to Safaricom for reversal, they informed that only eCitizen can do the reversal," said Esther Minayo.

In an exclusive interview with TUKO.co.ke, NHIF ICT officer Martin Ayoo referred to the delay as an 'on-case basis'—not affecting everyone.

"Not all Kenyans are having challenges with the direct pay bill option. It is not completely grounded... even right now you can pay KSh 5 and it will go through," said Ayoo.

Ayoo said there are alternative ways to make the payments on the NHIF portal, urging Kenyans to embrace them.

He also assured NHIF members of their funds' safety, adding that the services will be improved as they get full integration into the system.

What Kenyans said about NHIF payment via eCitizen

The lady's concerns sparked debate among social users, with some sharing their experience with the platform.

@jkoonyango said:

"It will reflect. be patient. Last year, December 2023 , I paid for my mum the KSh 500 monthly payment on 222222, and it reflected after two days.

@kibetjustus95 urged:

"Use NHIF app. I made payment yesterday via the app and it's reflecting within minutes don't pay via eCitizen account."

@vinpassley noted:

"Same to me. I paid three weeks ago and it has not yet reflected."

@omondibonventu2 claimed:

"Same over here, I've paid, and it isn't reflecting."

@Obi_Lmc noted:

"This happens only in 254."

@KevinMentality joked:

"Hiyo imeenda...we have criminals who are ruling this country by force."

NHIF summoned over migration to eCitizen

President William Ruto directed all state agencies receiving service payments to use a single pay bill number 222222.

In November 2023, the government summoned 17 state agencies, including the Kenya Authority (KRA), and NHIF, over delays in migrating to the eCitizen payment model.

Others included the National Cereals and Produce Board (NCBP), Kenya Power and Lighting Company (KPLC), and Mathare Hospital.