Frequently Asked Questions (FAQs)

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

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.

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

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

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.

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

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.

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

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 typically be made within minutes. If approved, funds will be received in 5 minutes of the process being completed

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.

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.

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.

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.

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.

Fund your wallet

Click on the Buy Airtime on the Home Page

Select network for a new purchase

Select the desired airtime amount and enter phone number

Click on Buy Airtime

Fund your wallet with the intended amount

Click on the Transfer Money menu

Complete the fields by inserting the amount, account number, desired bank name and click on ‘Find this account’

Verify the transfer summary and click on ‘Send Money’

Fund your wallet

Click on the Bills Payments menu

Select the billers category and select the biller

Complete the fields by inserting the Select service type, amount and customer ID

Click on Proceed

Buy airtime – All at face value. No additional charges

Pay bill – All at face value. No additional charges

Send Money – A transfer fee is charged for each successful transaction

Receive Money– At no cost to the recipient

You can send us a message within the Aella App or send an email to [email protected] with your payment reference.

The funds will be reversed within 24 hours. If the funds are yet to be reversed into your Aella Wallet you can send us a message within the Aella App or send an email to [email protected]

You can send us a message within the Aella App or send an email to [email protected]

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.

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

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

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.

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

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

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.

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.

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.

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

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.

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.

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.

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

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.

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