Question 1

What is insurance?

Accepted Answer

Insurance is an agreement where you pay a regular amount, and in return the plan may pay for losses it covers, as set out in the policy wording. What is covered, and how much, depends on the plan you choose.

Question 2

How do I choose a plan?

Accepted Answer

Compare plans on the Plans page. Look at the price and billing frequency, the benefits and their limits, the exclusions, the eligibility age range and the waiting periods. If you are unsure, send us a message and your branch will help.

Question 3

How is the price of a plan set?

Accepted Answer

Each plan has a price for its billing frequency (monthly, quarterly or yearly), shown on the plan page. Any tax that applies is noted there too.

Question 4

Which currency are prices shown in?

Accepted Answer

Prices are held in Pakistani Rupee (PKR). If other currencies are offered (for example AED, USD or SAR), a currency selector appears in the header and converts using rates set by us. Converted amounts are for guidance; you are billed in PKR as stated on your invoice.

Question 5

What is the difference between a benefit and a rider?

Accepted Answer

A benefit is included in the plan price. A rider is optional extra cover for an additional charge, and is only offered on some plans.

Question 6

Is a coverage limit the amount I will be paid?

Accepted Answer

No. A coverage limit is the most a benefit can pay. The amount actually paid depends on the claim, the policy terms, any co-payment or deductible, and the cover you have remaining.

Question 7

Can I add a rider later?

Accepted Answer

Please contact your branch to ask about adding a rider to an existing plan.

Question 8

Can I sign up on this website?

Accepted Answer

No. Your branch creates your customer account and emails you a link to set your password. Use the contact form to tell us which plan you are interested in.

Question 9

When does my cover start?

Accepted Answer

Cover starts only after your branch has reviewed and confirmed your activation. Requesting activation from your dashboard does not by itself start cover.

Question 10

What is a waiting period?

Accepted Answer

A set number of days after the start date during which a claim cannot be registered. Each plan lists its waiting period, and some benefits have an additional one.

Question 11

How do I make a claim?

Accepted Answer

Contact your branch to register a claim against one of your plan benefits. You may be asked for supporting details or documents.

Question 12

Will every claim be paid?

Accepted Answer

No. Claims are checked against the policy wording, waiting periods, exclusions and limits. A claim can be approved, partly approved, declined, or returned for more information.

Question 13

Can a claim be paid in part?

Accepted Answer

Some benefits allow partial claims and some do not. Each benefit on the plan page states whether partial and repeated claims are allowed.

Question 14

How do I check how much cover I have left?

Accepted Answer

Ask your branch, who can tell you the cover used and remaining under each benefit.

Question 15

What happens when my plan expires?

Accepted Answer

A plan with a fixed term ends when the term ends. Some plans have no fixed end and finish when a covered event occurs. The plan page shows which applies.

Question 16

Is anything returned at the end of the term?

Accepted Answer

Only if the plan page shows an end-of-term return. It is separate from claim payouts and is not guaranteed.

Question 17

Can I cancel and get a refund?

Accepted Answer

Please read our Cancellation & Refunds page and contact your branch to cancel a plan.

Question 18

What can I do in my dashboard?

Accepted Answer

View your plans, invoices and payment history, receive notifications, update your profile and raise support requests.

Question 19

I forgot my password.

Accepted Answer

Use the “Forgot password” link on the login page and we will email you a reset link.

Question 20

How do I contact support?

Accepted Answer

Use the contact page, or raise a support request from your dashboard once you have an account.

Frequently asked questions

General

Plans & Pricing

Benefits & Riders

Applying

Claims

Cancellation & Refunds

Account & Support