The Health Insurance Organisation (HIO) is reminding GHS beneficiaries that a new OTP verification process will be introduced for telephone calls to the GHS Service Centre from Wednesday, 7 October 2026.
OTP required for personal information
The new procedure will apply when callers request information that includes personal data. The aim is to ensure such information is disclosed only after the caller’s identity has been securely verified.
During the call, beneficiaries will first be asked to state their status and the nature of their request. General enquiries that do not require access to personal data will be transferred directly to a Service Centre officer.
For requests involving personal information, callers must have immediate access to the mobile phone number registered in their GHS records.
A one-time password (OTP) will be sent to that number. The code will remain valid for five minutes and must be entered into the telephone system to complete the initial verification.
Additional identity checks
After successful OTP verification, a Service Centre officer will carry out an additional identity check by requesting the necessary details, such as the caller’s identity card number and date of birth.
Personal information will only be provided once the full identification process has been successfully completed.
If verification fails, the Service Centre will not disclose personal data and will provide only general information.
Beneficiaries urged to check contact details
The HIO is urging beneficiaries to check that their contact details in the GHS information system, particularly their mobile phone number, are correct and up to date.
The new procedure forms part of the organisation’s ongoing efforts to improve GHS services and strengthen the technical and organisational security measures protecting beneficiaries’ personal data.
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