SHENA Companion Welfare Association (hereinafter "SHENA" or "the Association") is a community-based welfare organization registered in Kenya. Its core mandate is to ensure that member families receive a dignified, organized, and professionally supported funeral service upon the death of a covered member or registered dependent.

SHENA operates on a pre-paid, contribution-based model. Members contribute monthly, and the Association provides Last Respect Services in-kind when a valid claim arises. SHENA is built on the values of dignity, community solidarity, and professional service.

"We Are Royal" — SHENA Companion

Who may join:

• Kenyan citizens and residents aged 18 years and above
• Applicants must hold a valid Kenya National ID
• Applicants must have an active M-Pesa-registered phone number

Registration process:

1. Complete the online or in-person registration form with accurate personal details
2. Pay the one-time, non-refundable registration fee of KES 200 via M-Pesa Paybill 4163987
3. Submit required identity documents for verification
4. Receive your unique SHENA member number upon approval

Providing false or misleading information during registration is grounds for immediate cancellation of membership without refund.

SHENA BASIC is our primary welfare cover during unforeseen eventualities. We support our members and their loved ones with funeral services. SHENA PLATINUM is an optional inpatient add-on to a selected BASIC package. It pays daily bed charges for the package owner and covered dependants, who share one 20-day annual allowance.

* Rates are reviewed periodically. Members will be given 30 days' notice before any rate change takes effect.

Payment method: M-Pesa Paybill 4163987. Use your full name or National ID number as the account reference. Retain your M-Pesa confirmation SMS as proof of payment.

SHENA Basic cover follows the waiting period applicable to the selected Basic package. For SHENA Platinum, maturity is 4 months when the selected package owner is below age 60 and 7 months when the owner is aged 60 and above, calculated from the effective date of that package group's approved Platinum cover.

Platinum inpatient requests are considered only after the selected person's cover is active and mature, contributions are current, and the request passes eligibility and administrative review. Newly added or changed covered people may have a new waiting period from their effective date.

To request Platinum inpatient support, the member must identify the covered person and provide the facility name and location or contact, admission date, requested number of days, and any available admission or doctor reference. SHENA may approve fewer days than requested when the annual balance is lower.

A request may be declined where the person is not selected for Platinum, the admission is not an inpatient case, the annual 20-day balance is exhausted, the facility details cannot be verified, the admission falls outside the active cover period, contributions are overdue, or false information has been provided. Unused days expire at year-end and do not carry forward.

Upon approval of a valid claim, SHENA will coordinate and provide the following services directly:

Important: SHENA covers mortuary fees only from the point of claim approval. Hospital admission fees, initial morgue entry charges, and any costs incurred before claim submission are the responsibility of the member's family.

All services are provided in-kind through SHENA-authorized service providers. Benefits cannot be converted to cash payments.

Members may register the following persons as covered dependents (subject to package limits):

• Spouse — legal spouse or co-habitant partner (one per member account)
• Children — biological or legally adopted children up to age 24 (or age 18 for non-student dependents, unless confirmed enrolled in full-time education)
• Parents — biological parents of the member (Executive package; additional contribution may apply)
• Parents-in-law — subject to Executive package and SHENA approval

Each dependent must be registered with full name, National ID number (or birth certificate for minors), date of birth, and relationship. Changes to dependent records must be reported to SHENA within 14 days of the change.

A dependent who reaches an age bracket threshold (e.g., turns 70) will automatically move to the applicable higher contribution rate at the next billing cycle.

Step 1 — Notify SHENA immediately
Contact SHENA as soon as possible after a death occurs. Our team is available on 0748 585 067 / 0748 585 071 (24/7 emergency line).

Step 2 — Submit required documents
Provide the following within 30 days of the date of death:

• Certified copy of Death Certificate
• Copy of the deceased's National ID
• Copy of the member's National ID
• Burial Permit
• Completed SHENA Claim Form (available on the member portal)

Step 3 — Verification
SHENA management will verify documents and confirm the deceased's registration status. This process typically takes 1–3 business days.

Step 4 — Service Authorization
Upon approval, SHENA will coordinate directly with service providers (mortuary, hearse operator, casket supplier) to fulfill the claim. The family will be informed of all arrangements.

Note: Claims submitted beyond 30 days of the date of death may be declined at SHENA's discretion.

Suspension occurs when contributions fall 3 or more months in arrears. Suspended members may not file new claims until arrears are fully cleared.

Lapsing occurs when contributions are unpaid for 6 or more consecutive months. A lapsed membership loses all accrued benefit rights.

Reinstatement of a lapsed account requires:

• Payment of all outstanding contribution arrears
• Payment of a reinstatement administrative fee (determined by SHENA management at the time of reinstatement)
• Completion of a new waiting period as if a new member

• Pay all monthly contributions on time via the designated M-Pesa channel
• Register all covered dependents accurately and update records promptly when changes occur
• Provide honest, accurate information on all registration and claims documents
• Keep login credentials for the SHENA member portal confidential and secure
• Inform SHENA of any personal contact detail changes (phone number, address)
• Treat SHENA staff, agents, and fellow members with respect and dignity
• Read and remain familiar with the terms of this Policy Booklet

SHENA will not provide benefits in the following circumstances:

• Death occurring during a waiting period
• Membership is suspended or lapsed at the time of death
• The deceased is not registered as a dependent under the relevant member account
• Fraudulent, forged, or altered claim documents
• Failure to submit a claim within 30 days of the date of death
• Hospital fees and morgue admission charges incurred prior to SHENA claim approval
• Costs of burial land, grave digging, catering, music, or transport costs beyond the defined hearse route
• Any service not explicitly listed under Section 5 (Benefits)

Voluntary termination: A member may terminate membership by submitting a written notice to SHENA management. No refunds of contributions or registration fees will be issued.

Involuntary termination: SHENA may terminate membership for:

• Persistent contribution default (6+ months arrears)
• Submission of fraudulent claims or falsified documents
• Harassment or threats directed at SHENA staff or agents
• Any material breach of these Terms and Conditions

Upon termination, all benefit rights cease immediately.

SHENA management reserves the right to amend this Policy Booklet, contribution rates, benefit definitions, and operational procedures at any time.

All amendments will be communicated to members via SMS and/or email with a minimum of 30 days' notice before taking effect.

The current and authoritative version of this Policy Booklet is always available at shenacompanion.ac.ke/policy-booklet.

Members with enquiries, complaints, or formal requests should contact SHENA through the following channels:

Formal complaints should be submitted in writing (letter or email). SHENA commits to acknowledging all complaints within 5 business days and providing a resolution or progress update within 21 business days.