SHIBA in Washington: How the State's Medicare Counselors Work and How to Reach Them

29,435 people in Washington got one-on-one counseling from a SHIBA counselor in fiscal year 2025, according to the Office of the Insurance Commissioner. None of them paid for it, and nobody on the other side of the table was selling them a plan.

SHIBA stands for Statewide Health Insurance Benefits Advisors. It's the OIC's Medicare counseling program, and it's Washington's piece of a national network Congress created in 1990. The phone number is 800-562-6900. If you only remember one thing from this page, remember that.

I'm a licensed insurance agent, so I'm on the other side of that table. I still send people to SHIBA, and below I'll explain what it does well, where it isn't the right stop, how to get an appointment during the 39 days left in Open Enrollment, and one problem I ran into on the OIC website this week.

Source: OIC, Get free Medicare help from SHIBA; OIC 2025 annual report; OIC news release, Oct. 14, 2026.

What SHIBA is, and who pays for it

The OIC describes it in one line: SHIBA volunteers provide "free, unbiased and confidential help with Medicare." The program sits inside the Insurance Commissioner's office in Olympia and works through local sponsor agencies around the state: Area Agencies on Aging, senior centers and community nonprofits. In fiscal year 2025 there were 18 of them and more than 200 volunteers, per the OIC's annual report.

SHIBA's federal funding comes from the Administration for Community Living (ACL) at the U.S. Department of Health and Human Services, through the State Health Insurance Assistance Program, or SHIP. Every state has one. ACL counts 54 SHIP grantees: the 50 states plus Puerto Rico, Guam, Washington D.C. and the U.S. Virgin Islands. The program was created by the Omnibus Budget Reconciliation Act of 1990 and moved from CMS to ACL in 2014.

The Medicare & You 2027 handbook explains why that matters to you: SHIPs "aren't connected to any insurance company or health plan." No commission, no quota, no plan to push.

Source: ACL, State Health Insurance Assistance Program; CRS In Focus IF10623, updated July 17, 2026; Medicare & You 2027, pp. 112-117.

What a SHIBA counselor can help with

The OIC's own list is short: get started with Medicare, compare health care plans, compare prescription drug plans, switch plans during Open Enrollment, understand a letter you got, and save money.

The part I'd underline is "save money." SHIBA volunteers can explain how to get help paying Medicare premiums and drug costs, and the OIC says they can "help you determine eligibility and apply for assistance programs if you qualify." That means Extra Help for Part D and the state's Medicare Savings Programs, two programs a lot of eligible people never apply for. If either sounds like you, read our guides to Extra Help in Washington and the Washington Medicare Savings Program before your appointment.

SHIBA explains and helps you apply. It doesn't decide. Every one of these questions ends up with some other agency, and it saves time to know which:

Source: OIC, How we can help you with Medicare; OIC, Appealing a Medicare decision; Medicare.gov, Talk to someone; HCA 22-500; OIC SMP fact sheet.

SHIBA or a licensed agent?

Fair question to ask an agent, so here's my straight answer.

SHIBA is a government program with no financial stake in what you pick. That's its whole value. A licensed agent like me is a different thing: agents who sell Medicare Advantage and Part D plans are generally paid commissions by the companies whose plans they sell. Federal rules (42 CFR 422.2274 for Medicare Advantage and 423.2274 for Part D) cap and regulate that compensation, but they don't make it go away. Medicare's own handbook lists both doors side by side: call your SHIP, and "a trusted agent or broker may also be able to help."

Agents also work under Medicare's marketing rules. Before discussing specific plan benefits, an agent has to tell you how many organizations they represent and how many plans they offer in your area, and point you to Medicare.gov or 1-800-MEDICARE for all your options. They can't charge you an enrollment fee, show up at your door uninvited, or steer you toward a plan.

Source: Medicare.gov, Marketing rules for plans and agents; 42 CFR 422.2274 (eCFR); 42 CFR 423.2274 (eCFR); ACL, SHIP; OIC, How we can help.

My read: you don't have to choose. If an agent recommends something, a SHIBA counselor is a good way to get an independent check before you sign. And if you've already decided what you want, an agent can handle the paperwork. The thing to avoid is getting all your information from a TV ad or an unsolicited phone call.

How to reach SHIBA

There are four ways in.

1. Call the state line. 800-562-6900, 8:30 a.m. to 4:30 p.m., Monday through Friday (TDD 360-586-0241). That's the OIC's Insurance Consumer Hotline. Ask to be connected with your local SHIBA office.
2. Send the online form. The SHIBA request form asks for your name, email, phone, county and a topic (getting started, Open Enrollment, Medicare Advantage, Medicare Supplement, help paying for Medicare, prescription drugs). Don't put your Social Security number or health details in it. The OIC asks you not to, and they'll contact you if they need more.
3. Call your local sponsor directly. The OIC keeps a county-by-county directory. A few of the larger counties are below.
4. Go to an event. The OIC's events calendar lists webinars and Open Enrollment counseling clinics, filterable by county.

Source: OIC, Find a local SHIBA office (accessed Oct. 29, 2026).

Source: OIC, Find a local SHIBA office; OIC news release, Oct. 14, 2026; Solid Ground, Medicare help; Medicare.gov, Talk to someone.

When to call: the dates that matter

Open Enrollment for 2027 coverage runs October 15 through December 7, 2026. During that window you can switch from Original Medicare to a Medicare Advantage plan or back, join, drop or switch a Part D drug plan if you're on Original Medicare, or move to a different Medicare Advantage plan available in your county. Changes start January 1, 2027. The full rules are in our 2027 Open Enrollment guide for Washington.

Solid Ground, the King County sponsor, notes that its in-person appointments are limited. My advice: if you want a sit-down appointment, call in the first half of November rather than the first week of December.

Source: OIC news release, Oct. 14, 2026; CMS 2027 state fact sheets; Medicare & You 2027; Medicare.gov, When coverage starts.

What to bring to the appointment

A counselor can only compare what you put in front of them. Most of this list comes straight from the OIC's Open Enrollment advice and its Medicare Jumpstart Toolkit:

• Every Medicare and health card you carry. Your Medicare card plus any plan, Medigap, drug plan, Apple Health or retiree card. The toolkit has a page just for matching cards to coverage types.
• Your Annual Notice of Change. If you're in a Medicare Advantage or Part D plan, your plan had to send it by September 30. It lists what changes January 1.
• A list of every prescription, with the dose and how often you take it. This is what the Plan Finder runs on.
• Your Medicare.gov login, or a willingness to set one up. The OIC recommends creating the account before Open Enrollment.
• Any letter you don't understand: a denial, a premium notice, an Extra Help notice.

Two additions from me. Write down your doctors and preferred pharmacy, because provider networks matter in any Medicare Advantage comparison. And if you think you might qualify for help with costs, bring a rough idea of your monthly income and savings so the counselor can tell you whether Extra Help or a Medicare Savings Program is worth applying for.

You can order the Jumpstart Toolkit from the OIC or pick one up at a local library or senior center.

SHIBA by the numbers

The OIC reports SHIBA's activity in its annual report. One-on-one counseling has held close to 30,000 people a year since 2022:

010,00020,00030,00040,000

26,000

30,000

30,012

30,000

29,435

2021202220232024FY2025

Source: OIC annual reports, 2021-2025

Show the numbers

	People counseled
2021	26,000
2022	30,000
2023	30,012
2024	30,000
FY2025	29,435

The bigger swing is in outreach. In fiscal year 2025 SHIBA reported educating 107,510 people at 1,893 events, about twice the "more than 54,000" it reported for 2024. Part of that jump may simply be the switch from calendar-year to fiscal-year reporting, so I wouldn't read too much into it.

Source: OIC 2025 annual report; 2024; 2023; 2022; 2021. Figures for 2021-2024 are reported as “more than”; 2021 events were online.

Nationally, the Congressional Research Service counts 10,043 SHIP staff and volunteers between July and December 2025; 48% were unpaid volunteers. In grant year 2022, nearly 4.3 million people with Medicare used SHIP services, 1.65 million of them through one-on-one counseling.

Federal discretionary funding for SHIPs has been flat at about $55.2 million a year since FY2023, and CRS says FY2026 is the same level as the prior three years. SHIPs also get separate mandatory funding for low-income outreach, currently extended through December 31, 2027. These amounts are not adjusted for inflation.

0204060

FY2016FY2018FY2020FY2022FY2024FY2026

Source: CRS In Focus IF10623, Table 1 (July 17, 2026)

Show the numbers

	Discretionary funding ($ millions)
FY2016	52
FY2017	47
FY2018	49
FY2019	49
FY2020	52
FY2021	52
FY2022	53
FY2023	55
FY2024	55
FY2025	55
FY2026	55

SHIBA is also Washington's fraud watchdog

Less known: SHIBA is Washington's Senior Medicare Patrol project. SMPs exist in every state under ACL and help people prevent, detect and report Medicare fraud, errors and abuse. If a bill or a call looks wrong, SHIBA is the place to report it.

The OIC's Open Enrollment fraud sheet is worth two minutes. A few of its points:

• Medicare will not call you to verify or update your Medicare number or to enroll you in a plan.
• Nobody is issuing new Medicare cards. The current cards came out in 2018 and there's no plan to replace them.
• "Our plan is preferred by Medicare" is false. Medicare and Medicaid do not and cannot endorse any plan.
• Someone offering cash or gifts to change your plan, or charging a fee to enroll you, is doing something illegal.

If something feels off, hang up and call 800-562-6900 or 1-800-MEDICARE yourself. If your complaint is about a Medigap company or an agent's conduct in Washington, you can also file a complaint with the OIC.

Source: OIC/SHIBA, Seven common fraud schemes during Open Enrollment (10/2025); ACL, Senior Medicare Patrol.

For a wider view of how Medicare works here, see our Washington Medicare overview and the page on Medicare Supplement insurance in Washington.

FAQ

What is SHIBA in Washington State?

SHIBA (Statewide Health Insurance Benefits Advisors) is the Washington Office of the Insurance Commissioner's Medicare counseling program. Trained volunteers give unbiased, confidential Medicare help at no cost, funded by the federal State Health Insurance Assistance Program.

What is the SHIBA phone number in Washington?

Call 800-562-6900, 8:30 a.m. to 4:30 p.m., Monday through Friday, and ask to be connected with your local SHIBA office. TDD: 360-586-0241.

Does SHIBA cost anything or sell insurance?

No. SHIBA charges nothing and isn't connected to any insurance company or health plan. Counselors help you compare options and apply for programs; you make the decision.

Can SHIBA help me apply for Extra Help or a Medicare Savings Program?

Yes. The OIC says SHIBA volunteers can help you determine eligibility and apply for programs that help pay Medicare premiums and drug costs. Social Security decides Extra Help; DSHS and HCA decide Medicare Savings Programs.

Is SHIBA the same in Oregon and Idaho?

No. Oregon and Idaho run their own programs that are also called SHIBA, with different phone numbers. Washington residents should use Washington's SHIBA at 800-562-6900.

Medicare rules, Washington law and your own coverage documents control what applies to you. Confirm your situation with SHIBA, 1-800-MEDICARE, the Washington Office of the Insurance Commissioner or a licensed agent, and talk to an attorney about legal questions.

Sources

1. Washington OIC: Get free Medicare help from SHIBA
2. Washington OIC: How we can help you with Medicare
3. Washington OIC: SHIBA request form
4. Washington OIC: Find a local SHIBA office
5. Washington OIC: Medicare counseling and events calendar
6. Washington OIC: Appealing a Medicare coverage or payment decision
7. Washington OIC: Become a SHIBA volunteer
8. Washington OIC: Medicare Open Enrollment starts Oct. 15 for 2027 plans (Oct. 14, 2026)
9. Washington OIC: Get ready now for Medicare Open Enrollment (Jumpstart Toolkit)
10. Washington OIC/SHIBA: Seven common fraud schemes during Medicare Open Enrollment (10/2025)
11. Washington OIC: Annual reports
12. Washington OIC: 2025 annual report
13. Washington OIC: 2024 annual report
14. Washington OIC: 2023 annual report
15. Washington OIC: 2022 annual report
16. Washington OIC: 2021 annual report
17. Washington OIC: File a complaint
18. Solid Ground: Medicare help and information (King County SHIBA sponsor)
19. ACL: State Health Insurance Assistance Program (SHIP)
20. ACL: Senior Medicare Patrol (SMP)
21. Congressional Research Service: State Health Insurance Assistance Program, IF10623 (July 17, 2026), mirror PDF
22. Congressional Research Service: IF10623 on Congress.gov
23. Medicare & You 2027 handbook
24. Medicare.gov: Talk to someone
25. Medicare.gov: Marketing rules for Medicare health and drug plans
26. Medicare.gov: When does Medicare coverage start
27. CMS: 2027 Medicare Advantage and Part D state fact sheets
28. 42 CFR 422.2274: Agent, broker and other third-party requirements (eCFR)
29. 42 CFR 423.2274: Part D agent, broker and other third-party requirements (eCFR)
30. HCA: Medicare Savings Programs flyer (22-500)