My Health Combo Pack

For the first time in Bangladesh, a low daily priced service of healthcare tips over SMS, availability of primary doctor consultation on phone, along with free life and hospital cash insurance (Condition applicable) has been introduced. This is exclusive to Airtel prepaid and post-paid subscribers and the service is called My Health Combo Pack.

For availing this service, customers are first required to subscribe their mobile number via USSD and once subscribed, subscribers will start receiving the daily SMS based healthcare tips. Subscribers can also call to an exclusive helpline number to receive unlimited number of doctors’ consultations for the entire family along with free life and hospital cash insurance (Condition applicable)..

Service at a glance:

  1. Daily Health and Nutrition tips by SMSs
  2. Doctor consultation over phone (Condition applicable)
  3. Free Life insurance and Hospital cash benefit (Condition applicable)

Service Type: USSD, Call center

Subscription Request:

Subscribers can subscribe the service through USSD and Call center.

CategoryUSSD Short codeUSSD Direct Dialing
My Health Combo Pack21216*21216*1*1#

Required information:

Subscriber is required to provide the following information for subscription (all mandatory)

  1. Name
  2. Age
  3. Nominee name
  4. Nominee relationship

    Subscriber can select 1 nominee from below 7 options -

    1. Father
    2. Mother
    3. Brother
    4. Sister
    5. Spouse
    6. Son
    7. Daughter
  5. Nominee’s mobile number

Call center number- 21216 (Regular off net call charge applicable) 

Subscription Model- 

  1. Daily
  2. Service is offered with only auto-renewal option. Before subscriber confirms for the service registration over USSD he needs to confirm that he/ she is ok with Auto renewal setup of the service

Subscription fee:

Upon getting subscription confirmation through USSD, Subscriber will be deducted the daily service fee for every day of Tk 2 (+VAT, SC & SD). After each successful deduction subscriber will be notified via SMS. If system fails to deduct, the first day service fee following the subscription, then system will try for deduction over the next 7 days and if there is no single deduction, then subscriber will be unsubscribed from the service. After one successful deduction, system will try to deduct for next 30 days on a daily basis. If the system fails to deduct the daily fee continuously for 30 days, then system will auto-unsubscribe the subscriber.

  • Daily deduction illustration
    Calculation For BDT 2
    ParticularsCalculation
    Base Price2
    SD (Base price*15%)0.3
    VAT Base(Base Price + SD)2.2
    VAT (Vat Base*15%)0.33
    Surcharge (Base price*1%)0.02
    Total4.85

Un-subscription Request:

  • USSD and Call center: Subscribers can also unsubscribe the service by dialing USSD and by calling call center. Format is given below.
    CategoryUSSD Short codeUSSD Direct Dialing 
    My Health Combo Pack Service21216*21216*1*5#

Call center number- 21216(Regular off net call charge applicable)

My Health Combo Pack service plan-

After service subscription, each day the Tk 2 (+VAT, SC&SD) will be deducted automatically if there is availability of balance in the subscriber’s main account.

Daily deduction starts from the day of subscription . A fter each day successful deduction of Tk.2 (+VAT, SD&SC), customer can also avail unlimited doctor consultation from the day of deduction until the end of next day. Health tip SMS will only for sent once for each day of deduction.

Example:

  1. Deduction took place at 5 pm on day 1.
  2. Customer is informed of the deduction and that he can avail doctor’s consultation for until the end of next day only (day 2 until 24:00).
  3. Customer will be eligible for the service only after successful deduction.
  4. Health tip sms sent for each day of successful deduction.
    Service features after successful deductionDaily Service Fee collected (excluding VAT+SD+SC)
    One Health and Nutrition tips by SMS + Unlimited doctor consultationBDT 2
Free Life insurance and Hospital cash benefit under My Health Combo Pack service (Condition applicable)

Life Insurance- Protection cover amount which is paid to nominee of the subscriber of amount BDT 5000 in case of death either due to accident or natural of the subscriber. (see below for details)

Hospital cash insurance- Protection cover up to BDT 20000 in a year (Up to 1000 per day) which is paid to the subscriber if subscriber is hospitalized for in-patient treatment in any hospital for any medical treatment, accident or illness, irrespective of medical cost. (see below for details). The cover starts from day 2 of hospitalization. Eg, if the subscriber is hospitalized for 2 days he is paid for 1 day and if he is hospitalized for 5 days he is paid for 4 days and so on. No hospital cash insurance benefit will be paid for only 1 day of hospitalization.

Insurance benefits:

  1. Life (Applicable for slabs 2 to 5)
    1. It will be a monthly policy.
    2. Life insurance cover = BDT 5,000
    3. The above cover is payable for death caused by any reason. (Accidental or Natural, exclusion applicable)
    4. Nominee name & relationship to be provided at the time of subscription
  2. Hospital cash (Applicable for slabs 3 to 5)
    1. It will be a monthly policy
    2. Three (3) slabs of BDT 250, 500 or 1,000 per day for up to 20 days in a year.
    3. Subject to the terms, conditions, exclusions contained herein or endorsed, or otherwise expressed hereon, if any insured subscriber under this service sustains any bodily injury through accident or suffers from any illness and if such injury or illness shall require hospitalization as an in-patient for at least consecutive two days, a daily cash benefit specified as per slabs 3 to 5 will be paid.
    4. Hospitalization may occur either in a registered private hospital/ clinic (with in-patient facility)/ Govt. Hospitals/ Charitable Hospitals etc.

Subscriber can enjoy free Life and Hospital cash benefit if the service fee deduction slab threshold target is met. The insurance benefit is for the month after the month of deduction.

Below are the slabs of service fee deduction for enjoying free insurance-

Total monthly Deduction in BDT (Excluding VAT, SC,SD)No of deductionService Plan typeService Plan Benefits (free insurance)
Deduction equal to 280-14Plan1None (not applicable for free insurance)
Deduction equal 30 to 3815 to 19Plan2BDT. 5000 life insurance cover only
Deduction equal 40 to 4820 to 24Plan3BDT. 250 daily hospital cash benefit +
BDT. 5000 life insurance cover
Deduction equal 50 to 5825 to 29Plan4BDT. 500 daily hospital cash benefit +
BDT. 5000 life insurance cover
Deduction equal to or more than 60*30 or 31Plan5BDT. 1000 daily hospital cash benefit +
BDT. 5000 life insurance cover

*For a month of February where the no of days is 28 or 29, if the subscriber is deducted for the full 28 or 29 days, the subscriber will receive benefits as per Plan 5.

Example of Service Plan benefits:

Scenario 1: Deduction in month 1 = BDT 26, then subscriber is eligible for no free insurance in month 2. In month1 based on daily deduction the subscriber is eligible for unlimited daily doctor consultation and health tips.

Scenario 2: Deduction in month 1 = BDT 34, then subscriber is eligible for insurance equal BDT 5000 of life insurance in month 2. Apart from this in month 1 based on daily deduction the subscriber is eligible for unlimited daily doctor consultation & health tips.

Scenario 3: Deduction in month 1 = BDT 52, then subscriber is eligible for insurance equal BDT 5000 of life insurance & daily hospital cash benefit of BDT 500 per day with maximum of 20 days in month 2. Apart from this in month 1, based on daily deduction the subscriber is eligible for unlimited daily doctor consultation & health tips

Scenario 4 : Deduction in month 1 = BDT 60, then subscriber is eligible for insurance equal BDT 5000 of life insurance & daily hospital cash benefit of BDT 1000 per day with maximum of 20 days in month 2. Apart from this in month 1, based on daily deduction the subscriber is eligible for unlimited daily doctor consultation & health tips.

Instant Service Fee via USSD- 

Subscriber will have an option for instant pay for doctor consultation

For unsuccessful deduction or if the subscriber is in the grace period, he/she has an option to pay My Health Combo Pack instant service fee for one-time doctor consultation by using instant pay USSD menu as per below.

The instant service fee is for one-time use of on-phone doctor consultation only and will not be added to month deducted daily service fee ( of Tk 2 (+VAT, SC&SD) for the subscriber.

*21216*1*6# 

Instant Service Fee (Excluding SD + VAT+SC)Service feature
BDT 28One doctor consultation
Calculation For BDT 28
ParticularsCalculation
Base28
Opt in-Opt out confirmation- SD (Base price*15%)4.2
VAT Base(Base Price + SD)30.8
VAT (Vat Base*15%)4.62
Surcharge (Base price*1%)0.28
Total39.9

Service availability- Doctor Consultation benefit:-

Doctor Service will be available from 8am to 8pm and 7 days in a week (except government holidays)

Duration of doctor call- 

Depends on customer’s need

Doctor call back time-

After getting the consultation request doctor will call back within 1 hour during the service hours. The consultation requests received between 8pm to 8am or on Government holidays will be called back on following day based on the request serial.

Service related other important information:

  1. Service will be continued until unsubscribed by the subscriber. After successful deduction of daily service fee, the Subscriber is eligible for health tips, doctor consultation and free insurance (conditions applicable). The subscriber is eligible for doctor consultation only if the subscriber is deducted either today or yesterday.
  2. After subscription, if the first daily service fee deduction is not successful then subscriber will be in grace period for 7 days and thereafter the service will be deregistered automatically.

Free insurance Claim Process-

For free insurance claim customer can call My Health Combo Pack helpline 21216 or can call +8801841021216(for non Airtel numbers) . Milvik claim team will help the subscribers for claim filing and other necessary aspects.

Claim form availability-

Subscriber can collect claim form from-

  1. Airtel Website
  2. Milvik Website
  3. Airtel WIC

Claim document submission-

Subscriber can submit claim documents by-

  1. Airtel WIC
  2. Courier to Milvik office address-
    Claims department – My Health Combo Pack
    12th Floor, Ambon Tower, 99 Bir Uttam AK Khandakar,
    Mohakhali C/A, Dhaka-1212, Bangladesh
    02 9858538
  3. Email to Milvik claim team – claims@bd.milvik.com; mention on the Subject – My Health Combo Pack claim

Claim settlement duration-

  1. Subscriber or Nominee is advised to intimate for any claims by calling My Health Combo Pack service helpline within 120 days of incident/ occurrence.
  2. After full documents submission by the subscriber/ Nominee, the claim will be settled in 10 working days.

Necessary documents needed for claim submission-

  1. Life (Applicable for slabs 2 to 5)
    1. Claim form filled up and signed by Nominee
    2. NID/ Passport photocopy (age proof) of Subscriber and Nominee both
    3. Original Death Certificate (mention the cause of Death).
    4. If subscriber died in Hospital due to disease, then hospital original death certificate
    5. If death is caused by accident, police FIR or certificate from Magistrate
  2. Hospital cash (Applicable for slabs 3 to 5)
    1. Claim form filled up and signed by subscriber
    2. NID/ Passport photocopy (age proof) of Subscriber and Nominee both
    3. Original copy of hospitalization discharge certificate clearly mentioning the admission and discharge date.

Terms and conditions

Doctor Consultation Terms and Condition

  1. My Health Combo Pack consultation service is available daily from 8am to 8pm (Except Government Holidays)
  2. For booking consultation request and other help the My Health Combo Pack helpline is available 24x7
  3. Service is for both Pre-paid and Post-paid customers
  4. Customer will get primary consultations from My Health Combo Pack service
  5. Doctor consultation service under My Health Combo Pack is only for subscriber and his/her immediate family members.

Free Insurance Terms and Condition-

  1. Life (Applicable for slabs 2 to 5)
    1. All eligible subscribers must be at least 18 years of age and below 60 years of age at the time of subscription.
    2. The insurance cover of a subscriber shall automatically terminate at the earliest time as stated below:
      1. The subscriber exceeds 60 years of age; or
      2. Upon settlement of the covered amount to the nominee, or
      3. If the subscriber unsubscribes from the My Health Combo Pack service.
  2. Hospital cash (Applicable for slabs 3 to 5)
    1. All eligible subscribers must be at least 18 years of age and below 60 years of age at the time of subscription.
    2. Hospitalization for Maternity condition is covered only after 9 months of subscription
    3. The insurance cover of a subscriber shall automatically terminate at the earliest time as stated below:
      1. The subscriber exceeds 60 years of age; or
      2. Upon exhaustion of the 20 days’ cover benefit. The number of days will be counted based on the remaining balance of the 20 days’ claims paid in last 365 days from current claim date, or
      3. If the subscriber unsubscribes from the My Health Combo Pack service.
  3. Exclusions:
    1. Life (Applicable for slabs 2 to 5)
      1. All pre-existing disease related death are covered after 3 months of subscription.
      2. Death caused by self-inflicted injury or the commission of or attempted commission of an assault or any unlawful act, or being engaged in any illegal activity or felony.
      3. By participating in illegal activity is not covered.
      4. Suicide while sane or insane
      5. The condition of Acquired Immune Deficiency Syndrome (AIDS), or any AIDS related illness or HIV virus.
    2. Hospital cash (Applicable for slabs 3 to 5)
      1. Any congenital diseases
      2. All pre-existing disease, existing permanent disability or deformity of any pre-existing condition leading to in-patient hospitalization is only covered after 3 months of subscription.
      3. Dental & Ophthalmic Treatment, Cosmetic Treatment (except if required as a result of any accident),
      4. Treatment for Family Planning purpose (including Sterility, D&C), in-fertility or sub-fertility,
      5. The condition of Acquired Immune Deficiency Syndrome (AIDS), or any AIDS related illness or HIV virus; or
      6. Suicide while sane or insane; or
      7. Hospitalization due to maternity or related to maternity is covered only after 9 months of subscription.
      8. Exposure of the body, voluntarily or not, to nuclear power or radioactivity in war or warlike operations or in peace; or
      9. Hospitalization caused by self-inflicted injury or the commission of or attempted commission of an assault or any unlawful act, or being engaged in any illegal activity or felony.
      10. Health checkup, prophylactic and immunization procedures, acupuncture, circumcision or other religious or social rituals.

Other conditions: - 

Only registered subscribers will be provided the service. Hence when the subscriber is availing the services under My Health Combo Pack (on-phone doctor consultation or free insurance benefit) he/she needs to be registered under the My Health Combo Pack service. 

Once registered under the service, the subscriber is not allowed to change the insured life details (name & age), but nominee name is allowed to be changed after verification of subscriber. 

If the subscriber subscribes and unsubscribes within a calendar month, system will only consider the latest registration and corresponding deducted service fee for the month for calculating the free insurance eligibility.

Help & support: 

Helpline number for customers: 21216 (Regular off net call charge applicable) 

FREQUENTLY ASKED QUESTION: 

  1. What is My Health Combo Pack Service?
    Ans: My Health Combo Pack is a Tele-Doctor service by which customer can talk with doctor over the phone for primary consultation with a very low cost. This service also provides information by frequent SMSs regarding healthy life style, food habits, nutrition information and general wellbeing.
  2. Who can avail this service?
    Ans: All Airtel prepaid and postpaid subscriber can avail this service.
  3. How do I avail the services of My Health Combo Pack?
    Ans: Customer will call the call center for placing a request of doctor consultation and depends on the serial doctor will call the customer as soon as possible.
  4. Is there any charge for using this My Health Combo Pack service?
    Ans: Daily Tk 2 (+VAT, SC&SD)
  5. What if I don’t have enough balance for daily deduction in my account?
    Ans: if you don’t have balance for daily deduction for particular day then next day system will automatically try to deduct but only the daily charge, no catch up charge will be applicable
  6. How to de-activate this service?
    Ans: Subscribers can de-activate the service by dialing the USSD *21216*1*5# or calling the call center 21216.
  7. Is the Service available with only with auto renewal feature?
    Ans: This service is subscribed only with auto renewal feature. Before subscriber confirms for the service registration over USSD he needs to confirm that he/ she is ok with Auto-renewal setup of the service.Service will be continued until unsubscribed by the subscriber. After successful deduction of daily service fee, the Subscriber is eligible for health tips, doctor consultation and free insurance (conditions applicable). The subscriber is eligible for doctor consultation only if the subscriber is deducted either today or yesterday.
  8. Will there be more service added in the future?
    Ans: We have a plan to add more service in the future. Based on different events and/or to enrich service for Airtel subscribers, service may be added or reshuffled.
  9. If a customer is in grace period (balance was not deducted today) and calls the doctor for service what will be the response to the customer? Will the service be given and will be advised to recharge later or will the customer need to recharge first and ask for the service?
    Ans: In this case customers will be advised to pay through instant payment by dialing USSD and also consultation will be provided straight away. If balance is available that time then it will be deducted straight away and if balance is not available then customer will be advised for recharge.
  10. What if customer denied to pay through instant payment?
    Ans: In this case customer will not get any service and will be advised to keep sufficient balance for daily service fee deduction.
  11. How can I avail free insurance?
    Ans: Subscriber can enjoy free Life and Hospital cash benefit if the service fee deduction slab threshold target is met. The insurance benefit is for the month after the month of deduction.

    Below are the slabs of service fee deduction for enjoying free insurance-

    Total monthly Deduction in BDT (Excluding VAT, SC,SD)Service Plan typeService Plan Benefits (free insurance)
    Deduction equal to 28Plan1None (not applicable for free insurance)
    Deduction equal 30 to 38Plan2BDT. 5000 life insurance cover only
    Deduction equal 40 to 48Plan3BDT. 250 daily hospital cash benefit +
    BDT. 5000 life insurance cover
    Deduction equal 50 to 58Plan4BDT. 500 daily hospital cash benefit +
    BDT. 5000 life insurance cover
    Deduction equal to or more than 60*Plan5BDT. 1000 daily hospital cash benefit +
    BDT. 5000 life insurance cover

    *For a month of February where the no of days is 28 or 29, and if the subscriber is successfully deducted for those 28 or 29 days, he will receive benefits as per Plan 5.


  12. Where I can file free insurance claim?
    Ans: For free insurance claim customer have to My Health Combo Pack helpline 21216. Milvik claim team will help the subscribers for claim filing and other necessary aspects.
  13. From where I can collect the free insurance claim form?Ans:
    • Airtel Website
    • Milvik Website
    • Airtel WIC
  14. Where I can submit the claim form?
    Ans:
    1. Airtel WIC
    2. Courier to Milvik office address
      Claims department – My Health Combo Pack
      12th Floor, Ambon Tower, 99 Bir Uttam AK Khandakar,
      Mohakhali C/A, Dhaka-1212, Bangladesh
      Phone: 02 9858538
    3. Email to Milvik claim team –claims@bd.milvik.com mention on the Subject – My Health Combo Pack claim.

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