Introducing
Aella Care

Aella Care provides health insurance plan that offers you access to affordable and quality healthcare, starting with N2,000

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Frequently Asked Questions (FAQ)

We know you might have a few questions about us, the Aella app and some of our processes. Here is a summary of frequently asked questions and answers we have curated just for you

All

Aella Care

Loan Information

Loan Repayment

Bills Payment and Money Transfer

My Account

Security and Privacy

Aella Wallet

Card Setup

General Information

Referrals And Loan Discounts

What is Aella Care?

Aella Care is a health insurance product by Aella in partnership with Hygeia HMO that offers a comprehensive and affordable micro-health insurance service.

Who is Hygeia HMO?

Hygeia HMO is a leading health insurance company that offers comprehensive health insurance services to individuals and families as well as SMEs and large corporate organizations.

Who can benefit from Aella Care?

Anyone who has the Aella App on their Android or IOS device and a valid BVN.

How much does Aella Care cost?

Aella Care has four (4) different plans you can subscribe to with varying costs. You can view our pricing here: https://aellaapp.com/insurance#pricing

How do I buy an Aella Care HMO Plan?

This can be done in 4 easy steps. All you have to do is download the Aella App on your Android or iOS device. Select get insurance, select your plan and pay your subscription. After purchase has been processed a health insurance certificate will be sent to your email.

What health costs does Aella Care cover?

Aella Care grants you access to a variety of medical services based on the health insurance plan purchased. You can view all the benefits provided here based on the insurance plans: https://aellaapp.com/insurance#pricing

Does the Insurance Plans offer telemedicine?

All Aella Care insurance plans come with the 24/7 telemedicine service offered by Hygeia HMO. Doctors speak English, Igbo, Yoruba and Hausa. Call 08000432584 to speak with a doctor. Please note that services on Hygeia Telemedicine are for non-emergency and primary care cases. The highly trained and licensed General Practitioners and family medicine doctors are experienced in all aspects of general medicine and will refer you to specialist consultants on the Hygeia HMO provider network if required.

Which Health Care Providers does Aella Care cover?

We have over 1,000 health care providers across Nigeria.

How long do I have to wait after buying an insurance plan before I can visit the hospital?

There is a 14 days waiting period for administrative processing of your subscription to allow for access to healthcare wherever you may be in Nigeria.

What documentation is required for Aella Care?

All you need is a valid bank verification number (BVN) to sign up for Aella Care.

Are there any extra charges to be paid on Aella Care?

No, there are no extra charges paid asides the insurance plan subscription fee.

What happens when my Aella Care plan is not renewed?

You lose your health care benefits immediately.

Can I get Aella Care on behalf of a family or friend?

Yes you can click on ‘Give Insurance’ on the Insurance Page within the Aella App to easily purchase Health Insurance Plans for friends and family. You will the following details to subscribe a family member or friend:

  • Full Name of Recipient
  • Gender
  • Date of Birth
  • Email Address
  • Phone Number
Please note that the Insurance Plan purchased on Aella App only covers the individual whose name is on the Insurance Certificate issued. It doesn’t cover family members or friends of the individual.

Can I opt out of the service?

Yes you can at any time. You need to give a one month notice to opt out by sending an email to support@aellacredit.com.

Why should I link my card?

We ask for card details in order to load your wallet to finance transactions on the Aella App. Card details are also required to receive your loan repayments on your due date. We understand that this is very sensitive information, so not to worry, we have your data highly protected.

What is CVV2, MM, YYYY?

Your card CVV2 is the 3-digits number written at the back of your card, and your MM and YYYY is the month and year of expiration on your card.

My debit/ATM card setup is incomplete. What can I do?

This may be due to a number of reasons: You have insufficient funds in your account. Please ensure you have sufficient balance before linking the card. You haven't activated your card for online transactions. For card activation instructions, please contact your bank. Details entered may be incorrect: please check the card number, expiry date and CVV2 provided to be sure all information is valid. If you still have issues with setup, please send us a message in the app and we'll be happy to assist.

What is Aella App?

Aella App makes it easy for people to get loans, get insurance, make payments and make investments. Aella opens up financial access for all in emerging markets - whether you are a business or an individual, we put control back in your hands with simple, straightforward products.

How do I get the latest version of the app?

Visit the App Store or Google Play Store search for “Aella App” then click “Update”.

In which countries does Aella App operate?

Aella App operates in Nigeria at the moment.

Can I call an Aella App representative or visit the office?

At the moment, we do not provide customer support by phone number or in person. Please send us a message via the app any time, and we will help you resolve whatever issue you may have. You can also send an email to support@aellacredit.com please remember to provide your name, email address and details of the issue you want resolved.

How do I apply for a loan?

  • Download the Aella App
  • Create your account
  • Fill in all required fields with valid and appropriate information
  • Click the "Check Eligibility" button to see how much you are eligible to borrow
  • Apply for loan that works for you
  • Receive funds in your Aella Wallet

How long does it take to process an Aella Credit loan?

The whole process can be completed in 5 minutes. Once your application has been completed and you accept the loan offer provided, your information will be reviewed and the decision on the loan will normally be made within minutes. If approved, funds will be received in 5 minutes of the process being completed

How much can I borrow from Aella Credit? For how long?

Our loan size ranges from about ₦1,500 to ₦1,000,000. Your loan offer is determined by a variety of factors, so please ensure that you use your personal mobile device and provide the appropriate details to receive the best possible loan offer. Loan tenors vary per individual but are usually within a month or 3 months repayment period.

What interest rate does Aella Credit charge?

Interest rates vary between 4% to 30% based on the borrower's profile. To enjoy a lower interest rate, please ask your employer or personnel head to integrate with us. Borrowers are required to cover any bank transaction fees associated with repaying the loan. Standard SMS and data charges by your mobile carrier may apply.

Why is my Bank Verification Number (BVN) required?

Your BVN is requested to verify your ownership of the account information supplied. This is to ensure that your details cannot be used to apply for a loan by someone else. We understand that this is very sensitive information and as such your BVN does not provide access to your account. If you have further concerns, kindly contact your bank before you proceed.

What are the required documents for an Aella Credit loan?

Aella Credit loans do not require documents of any sort - our process is entirely paperless! All you need is an Android device, a data connection, a means of identification and valid bank details.

I don’t have an android device

The Aella App is available for iOS and Android devices. You can also access the Aella App via any Web browser by clicking the login button on our website www.aellaapp.com.

Can I access Aella App from anywhere in Nigeria?

Aella App is currently available throughout Nigeria.

Where is Aella App located?

Aella App is not a bank. We offer a service that is 100% online and you can still reach us whenever you need us via our in-app live chat or any of our social media platforms

Who should I contact to submit a comment, question or complaint?

You can send us a message using our in-app chat service, and our representatives will respond swiftly. We are also reachable via social media, @Aellaapp – Facebook, Twitter, Instagram and Linkedin. We will always do our best to attend to you as quickly as possible.

I'm receiving an error: "Location not found". How do I resolve this?

Please ensure that location settings are enabled on your Android device so that the application can be submitted successfully. If this has been done and you still receive the error, please log out of the app, turn off your location settings, restart your device, login to the app, and turn on your location settings and when the app prompts you, retry your application. We also suggest that you ensure that you are in an area with a stable and strong network connection while the app detects your location. Most of the time, internet connectivity is stronger outdoors.

Does my account need to be funded before application?

We understand you may be low on funds at the time of application. However, on your first loan, we process a one-time card setup fee that can be up to ₦30 (non-refundable) when your loan is approved. This is to verify that the debit/ATM card you have linked to your account is valid.

My loan is approved but yet disbursed

If this is your first loan, your debit/ATM card needs to be set up for your funds to be disbursed to your account. In the settings on your app menu, click 'Cards' and add a card to be used for repayment. For your convenience, we will try to deduct your payment automatically on your due date. Please note: For the set up to be successful, you may need to have at least ₦30 in the card linked to your account. Card setup is only required once, as long as your card is valid.

My loan status shows 'Disbursed', but I am yet to receive funds in my account.

Funds are typically received within a few minutes of receiving disbursement confirmation. We advise checking your account balance at intervals as you may not always receive credit notifications in due time.

I have submitted my application but I have not yet received any notification on my loan status.

Notifications are typically sent via SMS and/or email immediately after your loan application is sent. If you have not received either of these, please check the 'Your Loans' menu in the app to confirm the current status of your request.

Why was my loan application rejected?

There are a few reasons behind loan application rejections. The most likely reason is that our program did not obtain enough data to rate your application. Please ensure you are signed into Aella Credit using your main mobile device, and also keep your data on while using the app in order for us to determine the best possible loan offer for you. Be sure to share all of the information required in the application or provide valid details. There can be a few other reasons. As a responsible lender, we take steps to ensure we only extend credit to applicants who can afford it, so that our clients won't become too indebted. It is possible that at the time, you don't match the profile of the individual we normally lend money to. Whatever the situation, we recommend you keep the app installed and retrying in 1 - 2 months, as the criteria of these decisions are constantly refined.

My current loan offer is too small! Can I get a higher loan amount?

The loan offer displayed to you is what we can provide at the time of application. This may vary in future - as we learn more about you, we'll also be able to provide loans that better suit your financial profile.

Can I update my banking/personal information?

Yes, you can update your banking details and information in the app. If you need to update or change certain details, please use the 'Bank account' in the settings on your app menu, or contact us via the in-app chat for assistance.

How do I check my loan balance and due date?

Please log in to your Aella Credit account to view all details concerning your loan.

How do I repay my loan?

As the best convenient way to help you repay your loans, we will try to charge your card, however, If you prefer to make a repayment before your due date, you can:

Use your Debit Card (Recommended)
To make a payment to clear an active loan, click the 'Repay/Pay now’ button in the app. This can be found under the 'Your Loans' menu section in the app. Simply tap on the card linked to your profile or select 'Add a New Debit/ATM card' if you wish to repay using a new card. Your account is immediately updated, once payment is successful.

OR

Direct Transfer to your Aella Wallet by transferring money to your unique bank account. To gain access to your account details for money transfer, click on bank transfer on the home screen. Repayments made via money transfer are typically updated immediately, kindly contact us within the app or send an email to support@aellacredit.com if your payment doesn’t reflect.

Why did I receive an insufficient funds error?

The account (Savings/Current where applicable) did not have sufficient funds to cover the transaction amount at the time of the transaction. Kindly fund your account with sufficient funds and re-initiate the transaction by clicking 'Tap to Pay'. If you do have sufficient funds in your account, kindly ensure the ATM card you're using to repay your loan is not linked to more than one bank account type (for example, a savings account and a current account). If the card is linked to multiple account types, kindly transfer the funds to the other account and retry the transaction.

How can I make an early repayment?

If you want to make a payment prior to your due date, please use the 'Repay/Pay now' button, found on the 'My Loans' page on the app.

If I make an early repayment, will I pay less?

Early repayments are accepted and you can apply for a new loan immediately if your previous loan is paid off and payment is confirmed. However, please note that early repayment grants you access to system generated discounts. We encourage you to pay back to enjoy higher loan amounts

Can I make partial repayments?

Yes. If you are unable to repay the full amount due, we advise you to start making partial repayments as soon as possible.

I just paid back my Aella Credit loan. How soon can I apply for another loan?

You can check your current status by logging into your account. If you have successfully paid off your previous loan on time, you can re-apply for another loan almost immediately once your payment is confirmed.

Can I extend/reschedule my loan repayment date?

Unfortunately due dates are fixed when your loan is disbursed to you. We do not currently reschedule due dates, so please ensure that you make your repayment on/before your agreed due date to continue enjoying this service.

What happens if I can't make a payment on my due date?

Paying each installment by its due date is important to build your credit score and increase your loan limit. Late repayments will affect your ability to get subsequent or larger loans. If you are very late on your payments, we may report to the National Credit Reference Bureau (CRB). Being listed with the CRB will block you from getting access to loans from other lenders and may also affect your ability to get a job with certain employers. Conversely, if you repay your loans as on or before the scheduled dates, you will gain access to larger loan amounts over time. It is also important to note that we do not reschedule repayment dates and you should only take an Aella Credit loan if you are reasonably certain you have the means to repay within the agreed period. While we understand financial situations can change unexpectedly, if you find yourself in a situation that makes it difficult to make your scheduled repayment, please contact us immediately by sending us an in-app chat message. There may be fees associated with late repayments. We therefore urge you to make every effort to clear up your repayments in time.

What happens if I don't pay back my loan?

We try our best to help our customers avoid this situation and the resulting consequences such as: Suspension of your access to our loan facilities Reporting your account delinquency to accredited bureau(s) Involvement with our external collection agencies Possible legal action

How do I change my personal details?

To edit your personal details, go to “Account” and click “Edit” under “Personal Information

How do I change my card details?

To edit or delete your card details, go to “Account” and click “Cards”.

How can I know my BVN?

To know your BVN, dial *565*0# from the phone number linked to your bank account. Please note that your provider may charge N20 for each check.

Can I delete my account?

If you would like to delete your account, please make sure that you do not have an active loan and reach out to us in the app with your request.

What is a referral code?

A referral code is a unique code assigned to you, which you can then use to tell anyone about our service. If an individual signs up for Aella Credit using your code, you become eligible for benefits, such as loan discounts when a referral repays a loan on time. We however encourage you to give your referral codes to those you know would pay back their loans so you’re not negatively impacted. You can find your referral code by clicking share under Account in the app.

I've introduced my friend to Aella Credit and I want to apply for a loan on his/her behalf. Am I allowed to do this?

3rd party applications are not accepted on Aella Credit. Please ensure you do not complete an application for someone else or login on your device with another individual's profile, as this can suspend your access to our service. Encourage friends to apply for a loan on their own devices.

How do I earn loan discounts?

Aella App offers a discount program that allows you to earn money for referring a friend - who then repays their first loan on time - to our service. When you bring in a good borrower to help grow the community, we'll reward you by offering you a discount on your next loan and also a possible interest reduction. When you refer up to 10 friends to use the Aella App.
If they are eligible for a loan and approved, you get:

  • 15% more when 3 people are approved and take a loan
  • 25% more when 5 people are approved and take a loan
  • 50% more when 10 people are approved and take a loan
Make sure they use your code when they download the Aella App, so you can get approved for a higher loan amount. THERE’S MORE - If you get 10 people to take a loan and they all pay back fully you will get 10% reduction on your interest once ALL of them pay back, Still waiting? If I were you, I’d be sharing this with everybody I know. Once you open your Aella App, click ‘More’ and select ‘Account’. You will see your customer ID which also serves as your referral code. To share via Email, Whatsapp, SMS - however you want. Click ‘Referrals’ and then select ‘Invite family and friends’

Can I trust Aella Credit with my data?

Our agreements are highly classified and kept confidential. We assure you of your utmost privacy when you provide us with your information.

Who can access my data?

Aella App will never share your data with any third party, except it is for designated business purposes, such as reporting of loan delinquents to authorized Credit Bureaus. It is therefore important to ensure that you repay your loan on time so your credit history and information is not negatively impacted.

What is a credit bureau?

Credit bureaus are agencies that provide information on individuals' borrowing habits and financial patterns. They typically work with financial institutions and other creditors to collate this data, and your performance on previous reported accounts impact your ability to obtain loans or other financial services in future.

Why do you need permission to my mobile device?

Aella App uses data from your mobile device, including (but not limited to) location, contacts and notifications to provide you with the best possible loan offer. It's an important part of our evaluation process and allows us to provide you with loans most suitable for you.

What happens if I lose my device?

Not to worry, once you get a new device, just login to your account and your profile will be waiting to welcome you.

I did not receive a phone verification code, what do I do?

When you sign up on our service, you should receive an email and an SMS link from us to the mobile number you provided. Please enter the code received to verify your number and successfully register on the platform. If you are certain that you did not receive a message, please ensure that your provided number is switched on and is in an area with good network service to receive the SMS. Please note that a data connection is required in order to validate your phone number. You can also click ‘Resend Code’ if you didn’t receive the code after following the steps mentioned.

How do I log out of my current device?

Please use the “Settings” on your app menu to log out of your current device or unlink your account from your current device.

What is Aella Wallet?

This is an e-wallet which allows you to store value on Aella App to perform all your financial transactions and earn interests, discounts and rewards for use.

What is my transaction limit using Aella Wallet?

If all necessary KYC verification checks have been performed, you will be able to perform transactions of up to ₦1m daily on Aella App.

How do I fund my wallet?

You can add money in your Aella Wallet any time by clicking the ‘Fund Wallet’ button and selecting a funding method in the app.

Do I earn interest in my wallet?

Funds in your wallet earn interest. On a daily basis Aella App pays interests to customers' wallets and on a monthly basis the interest accrued is made available for customers to transact with on the App.

Can I repay my loan from my wallet?

Yes you can repay your loan via your wallet. You can also perform all transactions available on Aella App with your wallet.

Are there any charges or fees associated with using the wallet?

There are no associated charges for having funds in your wallet.