Terms & Conditions

1. Acceptance of Terms

By registering as a member of SHENA Companion Welfare Association, you agree to be bound by these Terms and Conditions, our Privacy Policy, and our Policy Booklet. If you do not agree, you must not register or use our services.

These terms constitute a binding agreement between you and SHENA Companion Welfare Association (hereinafter "SHENA", "the Association").

2. Membership Eligibility

• Membership is open to Kenyan citizens and residents aged 18 years and above.
• Applicants must provide a valid National ID number and a registered M-Pesa phone number.
• Members may register dependents (spouse, children, parents) subject to package limits.
• Providing false information during registration constitutes grounds for immediate termination without refund.
• A non-refundable registration fee of KES 200 is payable upon joining.

3. Contributions & Payments

• Monthly contributions are payable via M-Pesa Paybill 4163987, using your name or ID number as the account reference.
• Contribution rates are determined by your selected package and the age brackets of covered individuals.
• SHENA Platinum is an optional inpatient add-on to a selected SHENA BASIC package. It pays daily bed charges for the package owner and covered dependants, who share one 20-day annual allowance.
• Current Platinum individual rates are KES 300 below age 70, KES 550 for ages 71–80, KES 650 for ages 81–90, and KES 850 for ages 91–100. Platinum family and Executive schedules are shown on the membership page.
• A member is considered active only when all current and past contributions are fully settled.
• Contributions that are 3 or more months in arrears will result in suspension of benefit coverage.
• Contributions that are 6 or more months in arrears may result in termination of membership.
• SHENA reserves the right to adjust contribution rates with at least 30 days' prior notice to members.
• Payments are non-refundable except where SHENA has accepted a formal written request and confirmed an error.

4. Benefits & Coverage

Last Respect Services cover the following in-kind funeral support services for the member or a registered dependent upon verified death:

• Mortuary fees for up to 14 days
• Professional body dressing and preparation
• Body transportation (hearse) from morgue to burial site
• One executive-grade coffin
• Burial lowering gear and gazebo tents
• 100 chairs for the funeral service

Exclusions & Limitations:

• Hospital admission fees and morgue or hospital entry charges are not covered — members are responsible for these upon arrival.
• Benefits are not available to suspended or lapsed members.
• Coverage does not apply to deaths that occur during a waiting period as defined by your package terms.
• SHENA does not cover funeral costs for individuals not registered as dependents under the member's account.
• Benefits are provided in-kind by SHENA-contracted service providers and are not transferable to cash.

SHENA Platinum inpatient support: This is a separate inpatient benefit added to Basic. It is not automatic for every person on an account, and it does not replace Basic funeral cover.

• Platinum provides up to 20 inpatient bed-cover days per selected Basic package group per calendar year.
• Requests may be split across admissions, but the package owner and covered dependants share the group's 20-day annual allowance.
• An inpatient request must identify the covered person and provide the facility name and location or contact, admission date, requested days, and any available admission or doctor reference.
• Unused Platinum days expire at the end of the calendar year and do not carry forward.
• 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.
• Inpatient support is subject to active and mature cover, current contributions, available annual days, eligibility review, and SHENA approval. Approval may be partial where fewer days remain.
• Platinum cover may be selected for the principal package or an eligible corporate member package. Covered dependants share their selected package group's cover, allowance, and monthly amount.

5. Claims Process

• Claims must be submitted within 30 days of the date of death.
• The following documents are required to process a valid claim:
  • Certified copy of the Death Certificate
  • Copy of the deceased's National ID
  • Copy of the claimant's (member's) National ID
  • Burial Permit
  • Completed SHENA Claim Form (available via the member portal)
• Fraudulent claims or submission of falsified documents will result in immediate termination and may be reported to law enforcement.
• All claims are subject to review and verification by SHENA management before service delivery is authorized.

6. Member Responsibilities

• Keep your contact information, dependent records, and ID details up to date via the member portal.
• Ensure contribution payments are made on time and using the correct M-Pesa reference.
• Notify SHENA within 14 days of any change in family status affecting dependent registration.
• Do not share portal login credentials with third parties.
• Uphold the dignity and spirit of mutual welfare within the SHENA community.

7. Termination & Suspension

SHENA may suspend or terminate a membership for the following reasons:

• Non-payment of contributions for 6 or more consecutive months
• Provision of false or fraudulent information during registration or claims
• Abusive, threatening, or disruptive behaviour toward SHENA staff or agents
• Violation of these Terms and Conditions

A member may voluntarily withdraw by submitting a written notice to SHENA management. No refunds of contributions will be issued.

8. Limitation of Liability

SHENA Companion shall not be liable for:

• Delays in service delivery arising from incomplete or inaccurate claim documentation
• Acts of God, civil unrest, pandemics, or other force majeure events
• Third-party service failures beyond SHENA's reasonable control
• Any indirect, consequential, or punitive losses arising from use of or inability to use SHENA services

SHENA's total liability in any circumstance shall not exceed the value of services that would have been due under the applicable package.

9. Amendments

SHENA reserves the right to amend these Terms and Conditions at any time. Material changes will be communicated to members via SMS or email with at least 30 days' notice. Continued use of SHENA services after the effective date of changes constitutes acceptance of the updated terms.

10. Governing Law & Disputes

These Terms and Conditions are governed by the laws of the Republic of Kenya. Any disputes arising from or in connection with membership in SHENA Companion shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be referred to mediation or arbitration in Kisumu, Kenya, before recourse to the courts.

11. Contact

For enquiries regarding these terms: