Frequently Asked Question

Check out our FAQ section to find answers to all your questions and know more about Milvik

What are the services offered by MILVIK?

MILVIK offers MILVIK Life and Disability and MILVIK Health services which include coverage for life and health as well as mHealth services.

What is Milvik Health Service?

The MILVIK Group has created full service microinsurance and mobile health solutions to serve health and security needs of the customers.

What are the mHealth services offered by MILVIK?

Milvik mHealth services include 24/7 tele-doctor services, SMS-prescription and digital prescription through Health+ app, weekly health program notifications through Health+ App.

Who can register for Milvik Health service?

Any Bangladeshi individual, aged between 18-64 years can register for MILVIK Health However, upon registration, customers will be eligible for coverage until the age of 69. For detail terms and conditions please check MILVIK Tnc

How to register for MILVIK services?

If you want to register for MILVIK services, you can do it from MILVIK Health+ App, please click on MILVIK Plans, explore the features and terms and conditions and click on subscribe. For any assistance from our sales and customer service team, please call 09610500599.

What is hospital cash?

Hospital cash is a daily fixed amount for each day of in-patient hospitalization.

What is out-patient cash benefit?

MILVIK Health offer out-patient benefit for medicine purchase, diagnostic tests and doctor visit, provided that the medicine, test or external doctor visit were prescribed by MILVIK tele-doctors.

What is an ‘Insured Relative’ and who can be insured relatives?

Insured relatives are your family members who can share the benefits of MILVIK Health services with you. You can add your parents, spouse, children, siblings, and parents-in-law under shared cover as specified in the plan details.

For Family Plus plans, either both parents-in-law or 2 siblings or 1 of parents-in-law or 1 sibling can be added as an insured relative.

Is there any age limit for insured relatives?

Entry age range for parents (and in laws), spouse, and siblings to be covered is 18 to 64 years and can be covered till they become 69. Children can be covered from birth and not more than 19 years and be covered until they become 21 years of age.

From when I can claim for the benefits for MILVIK Health? Are there any waiting periods?

You can use the following services right after successful plan confirmation-

  • Doctor consultation
  • Medical test discount

For insurance/ cashbacks, based on your subscription start date and payment channel, any of the following coverage will be applicable to you.

bKash Payment:

  • If you have subscribed before 30th May 2023, accidental hospitalization coverage for monthly policies will start from the beginning of the next calendar month following the date of policy confirmation. For hospitalizations due to non-accidental hospitalizations, coverage will start 1 month after the plan confirmation with successful payment.
  • If you have subscribed on or after 30th May 2023, coverage for all types of hospitalizations and outpatient treatments will start 1 month after plan confirmation with successful payment.

Debit/Credit Card Payment:

  • Accidental hospitalization coverage for monthly recurring plans will start from the beginning of the next calendar month following the date of policy confirmation. For hospitalizations due to non-accidental hospitalizations, coverage will start 1 month after the plan confirmation with successful payment.
  • For other plans i.e. 90 days, 180 days, and 12 month/ yearly plans, the coverage for all types of hospitalizations and outpatient treatments will start 1 month after plan confirmation with successful payment.

 For both payment channels, irrespective of the subscription start date,

  • Pre-existing conditions are covered after 6 months of plan confirmation with successful payment;
  • Pregnancy/childbirth covered after 12 months of plan confirmation with successful payment.

What are the waiting periods for MILVIK Health?

Pre-existing conditions are not covered during the first 6 months of policy confirmation; pregnancy/childbirth are not covered during the first 12 months of policy confirmation.

What is tele-doctor service and who can avail that?

MILVIK has in-house qualified doctors who are available 24/7. Only the subscribers of MILVIK Health and their insured relatives and other immediate family members (parents, spouse, children and parents-in-law) can avail the tele-doctor service.

How do I talk to MILVIK doctor?

To talk to our tele-doctor please click on “Book Doctor Consultation” button from the MILVIK Health+ App home screen and submit request. Alternatively, you can call our helpline number 09610500599. Our customer service officer will book an appointment and a doctor will call you back shortly and provide you with the consultation.

What happens if tele-doctor cannot solve my problem?

Tele-doctor service, by nature, can solve only primary health issues. For critical problems you will be referred to specialist doctors or hospitals. For emergency cases, please visit a hospital instead of taking a consultation over phone.

What is medical test discount?

MILVIK has a network of 500+ partner hospitals across the country where MILVIK customers can get 10%-50% discount on the selected services i.e. pathology, radiology, hospitalization etc.

How to get medical test discount?

When you do any test at MILVIK partner hospital, go to “Discounts for MILVIK Customers” section from the Home screen of MILVIK Health+ app and generate discount code from the hospital of your choice. Show the app screen containing the discount code at the hospital or diagnostic center billing counter. Alternatively, you can also show the membership card or subscription/monthly coverage SMS at the billing counter to proof your MILVIK membership, before they prepare the bill.

What are the payment frequencies available for MILVIK Health?

For MILVIK Health we have monthly, 90 days, 180 days, and 12 months/yearly recurring payment plans (based on auto-renewal and auto-payment from designated wallet) and one-time payment plans for 90 days, 180 days, and 12 months (with no auto-renewal).

How can I pay for my plan?

After registration, when you “agree” for bKash or credit or debit card subscription payment, you are authorizing deduction of the service charge amount from your bKash wallet/credit or debit card on a daily or monthly, 90 days, 180 days or yearly frequency as chosen during registration.

When is service charge deducted?

The first service charge is deducted right after the payment authorization in bKash payment or gateway/card payment gateway after registration. Following that,

  • For monthly recurring plans, the service charge is deducted on the same date of every month. For example, if your first payment was on July 10th, your subsequent payment dates will be 10th of every month.
  • For 90 days, the subsequent service charges will be deducted every 90 days.
  • For 180 days, the subsequent service charges will be deducted every 90 days.
  • For Yearly, the subsequent service charges will be deducted on the same day every year.

What happens if I don’t have enough balance during deduction?

bKash Payment:

  • For monthly recurring plans, the service charge will be deducted on a specific date of every month.
  • If you have subscribed before 30th May 2023, you will have 2 more attempts to pay in every 3 days, if you had missed the payment on the previous attempt.
  • If you have subscribed on or after 30th May 2023, in case of failure to pay on the first attempt, 4 more attempts will be made every 5 days until the payment is successful. (5 attempts in total).
  • For 90 days and 180 days recurring plans, the subsequent payment will be charged after 90 days and 180 days respectively from the first confirmation date.
  • For yearly recurring plans, the subsequent payments will be charged on the same day as the first confirmation date after 1 year.
  • For 90 days plan, if the 1st payment attempt fails, you will have 7 more attempts in every 5 days to make the payment.
  • For 180 days plan, if the 1st payment attempt fails, you will have 9 more attempts in every 5 days to make the payment.
  • For 12 months/yearly plan, if the 1st payment attempt fails, you will have 11 more attempts in every 5 days to make the payment.
  • For daily recurring plans, there will be one deduction attempt per day. If you don’t have enough balance, the service charge for the day cannot be deducted. There is no retrial attempt for deduction in daily payment method.

 

Debit/Credit Card Payment:

  • In the case of payment through cards, for monthly recurring plans,, if you don’t have enough balance during the first attempt, you will have four (4) more chances to pay for the month in the next 30 days.
  • For daily recurring plans, a total of five (5) attempts will be made every day until successful.

 

*For all the recurring plans irrespective of the payment channel (bKash or debit/credit card), after all the scheduled payment attempts have failed, a One-Time payment link will be generated and sent to the customer through SMS and in-app notification, so that customers can make the payment for that billing month. Customers can also get the link by calling to MILVIK the customer care number.

How is coverage in a month decided?

For monthly recurring plans, if the customer pays the monthly charge in the previous, then he earns full coverage for the next month. If no charge is paid in a month, then no coverage in the next month.

How is coverage for 90 days, 180 days, and 12 months/yearly plans decided?

For 90 days, 180 days, and 12 months/yearly recurring plans, if the customer pays the charge, then he earns full coverage for the 90 days, 180 days and 12 months/1 year respectively, coverage starting from 1 month after the plan confirmation. If no charge is paid in one period/payment cycle, then no coverage in the next period.

What happens if I cannot make any payment in a payment cycle/period?

If all the payment attempts are unsuccessful in a payment cycle/period, you will not have any coverage for the next cycle/period.

Is there any way to pay for the missed payments for recurring payment plans?

After all the scheduled payment attempts have failed for a recurring payment plan, a one-time payment link will be generated and sent to the customer through SMS and in-app notification, so that customers can make the payment for that billing month. Customers can also get the link by calling MILVIK Helpline number 09610500599. For monthly recurring plans, the one-time payment link will remain active till the next cycle starts. For other recurring plans, the one-time payment link will be valid for 10 days.

How to pay for One-time plans?

For one-time payment plans for 90 days, 180 days, and 12 months/yearly, customers will receive a link to make payment using their chosen wallet i.e. debit/credit card, Nagad, and Rocket. Once the payment is confirmed by the customer, the payment will be charged immediately from the associated card or wallet.

How to renew One-time plans after tenure is over?

For one-time payment plans, the renewal window will commence at specific intervals depending on the chosen plan. For the 90-day plan, the renewal window begins 75 days after the subscription start date. . Similarly, for the 180-day plan, the renewal window starts after 150 days, and for the yearly plan, it begins after 320 days.

If customers want to renew the plan, they can do it from Milvik Health+ App or contact MILVIK customer care for support. The renew request can be given from 30 days before the tenure is over.

When will the next coverage period start after renewing one-time payment plans?

If the customer renews within the first 15, 30, and 45 days after the renewal window opening respectively for 90 days, 180 days, and yearly payment plans, there will be no gap in days in coverage between the previous and renewed periods. However, if renewal happens after the mentioned days, the next coverage period will start 1 month from the renewal date.

Will the waiting periods be reset after renewal?

If renewal happens after 15 days following the end of the previous coverage period, the waiting period will be reset.

Which documents are required for claim?

For Milvik Health, the required documents are customer proof of identification (ID, passport, etc.), discharge certificate from the hospital with clearly specified admission and discharge date, diagnosis history provided by the hospital, insured relative proof of identification, and proof of relationship (to claim for an insured relative).

For outpatient claim, customer/insured relative proof of identifications (ID, passport etc.), proof of payment will be required.

How do I submit the claim documents?

You can submit the documents from eClaim section of Milvik Health+ app or from web app https://webapp.milvikbd.com/index.html  

How long is the claim window for Milvik Health?

Milvik Health claim must be made within 90 days of hospital admission or 90 days of taking any OPD service as per MILVIK tele-doctor prescription. After that customer must complete the documentation by the next 90 days.

What is hospital cash?

Hospital cash is a daily fixed amount for each day of in-patient hospitalization.

How is the claim amount paid?

If the claim application is approved, the amount will be paid to customer’s mobile wallet or bank account based on customer’s convenience and amount.

Is there any limit on Hospital cash claim?

Maximum number of nights per claim is 10 nights in a row.

How can I deregister from a service?

To deregister from a service, please call our helpline number 09610500599. Our customer service executive will provide support in this regard.