Frequently asked questions
aYo Send with Care FAQs
By sending money through “ Send with Care” you will be purchasing cover valid for 120 days, every time you send money to a beneficiary (either an individual person or to a school for school fees).
Cover for money sent to individuals through MTN Mobile Money:
If you send money to a beneficiary using Send with Care and then pass away or spend at least 1 night in hospital because of a physical injury caused by a trauma event, the accumulated cover will be paid into your beneficiary’s MTN Mobile Money Account.
Cover for your school fees paid through MTN Mobile Money:
If you pay your school fees through Send with Care and then pass away or spend at least 1 night in hospital because of a physical injury caused by a trauma event, your accumulated cover will be paid into the School’s MTN Mobile Money Account for your children’s school fees.
Receive bonus value:
By using Send with Care you will receive bonus value ( MyBonus). MyBonus becomes available to you once it reaches a specified threshold and you can choose to have it cashed out into your MTN Mobile Money account.
Claims made easy:
Claims can be done directly from your cell phone. Your beneficiary or MyCaretaker (trusted person) can claim on your behalf in the event that you are unable to do so.
The cost to use aYo Send with Care is as follows:
- A premium, that is payable by the sender of money, is applicable to Send with Care benefits. This cost is based on a fixed 5% of the value you send to (remit to) your beneficiary or school “with Care”. For example;
- if you send UGX2,750 the cost for Send with Care to you will be 2,750 * 5% = UGX137
- if you send UGX15,000 the cost for Send with Care to you will be 15,000 * 5% = UGX750
- if you send UGX100,000 the cost for Send with Care to you will be 100,000 * 5% = UGX5,000
- You need to ensure that you have sufficient funds in your MTN Mobile Money account to cover the cost of Send with Care, otherwise your money will be sent to the beneficiary but no cover will be provided.
The sender (the person sending money) is the premium payer. The beneficiary receiving the money does not pay anything the cover.
The premium will be a separate charge to the sender’s MTN Mobile Money account and will not be deducted from the amount being sent.
You need to be between the ages of 18 and 65 to sign up with aYo and make use of aYo Send with Care.
If you have already signed up with aYo (before the age of 65) you can continue to enjoy the benefits of aYo Send with Care up to the age of 70.
When you turn 70, you will no longer qualify for Send with Care. The balance of cover will remain in place until it expires, thereafter your aYo registration will be cancelled and your policy will be terminated.
A waiting period is the time that must pass before you can claim on your cover. But for aYo Recharge with Care, there is no waiting period applicable.
As soon as you add Send with Care to a remittance and successfully pay the premium out of your MTN Mobile Money account, a policy will be created.
No, you cannot transfer your cover to a friend or family member as you are the only person covered for the benefits.
To have an MTN Mobile Money Account and therefore be a registered MTN subscriber.
To be between the ages of 18 and 65 years old.
To be a Ugandan citizen and also a resident in Uganda.
Dial MTN Mobile Money USSD Menu by choosing the “Send with Care” option. You can do this by dialling *165# and follow the prompts or dial *165*1*4# to access the Send with Care menu directly.
A beneficiary is the individual or a school that you send (remit) money to and is the person or school you name to receive the benefits of your policy.
You can have up to 10 individual beneficiaries, or you can have school beneficiaries too, if you have sent money to these individuals or schools using Send with Care.
With aYo Send with Care, the individual receiving the money from you will automatically be allocated as your beneficiary (you are allowed a maximum of 10 individuals as your beneficiaries). Schools can also be Send with Care beneficiaries if you make school fee payments to them using Send with Care.
All beneficiaries must be a resident in the country in which the aYo Send with Care product is offered as money send internationally (outside of the borders of Uganda) with MTN Mobile Money will not be eligible for Send with Care benefits.
Yes, you can only be a beneficiary of Send with Care if you have an MTN Mobile Money account.
It is important that when you use Send with Care (when you send money to a beneficiary) that you inform them of this.
Yes, but it is important to ensure that your beneficiary knows you have remitted money to them via Send with Care and inform them that they are able to claim in the event that something happens to you.
This is a person you trust. MyCaretaker can claim on your behalf when you are unable to do so. MyCaretaker can ensure that your beneficiaries receive the Send with Care proceeds due to them in the event of you being in hospital for at least one night because of a physical injury caused by a trauma event, or if you pass away.
You will need the following information to enter their details:
- First name,
- Last name,
- Cell phone number and
- Date of birth.
Follow the “MyCaretaker” option in the Send with Care section in the MTN Mobile Money USSD menu.
No, MyCaretaker does not need to be an MTN Mobile Money account holder. MyCaretaker can claim on your behalf if they dial *165*1*4# and follow the claim prompts. However, if MyCaretaker is not on the MTN Mobile Money network, claims can also be submitted through the website www.aYo.co.ug, via email on firstname.lastname@example.org, via WhatsApp to +256 77 959 5481, or hand delivered to the nearest MTN store.
Yes, MyCaretaker can also be a beneficiary, as long as MyCaretaker is also an MTN Mobile Money account holder.
MyCaretaker will receive an SMS notification informing them that they have been selected as MyCaretaker.
You can only have one MyCaretaker.
Subject to any exclusion criteria in the aYo Terms and Conditions, the following cover is available to you through Send with Care:
aYo will pay your policy proceeds to your beneficiary(s) that received Send with Care, in the event that:
- you pass away
- accidental hospitalisation, i.e. spend at least one night in hospital because of a physical injury caused by a trauma event (either accident, impact or injury), where hospitalisation should take place during the period of cover, and
- you have sent money to your beneficiary using Send with Care within 4 months of the event occurring.
- a claim is initiated; and
- your cover has not expired.
Only you, the sender of money through MTN Mobile Money, are covered in the event that you spend at least one night in hospital because of a physical injury caused by a trauma event, or if you pass away.
If you are covered with Send with Care it means that in the event that something happens to you (as indicated above), then your beneficiaries will receive a payment as if you are sending money to them.
aYo will triple (3 times) the amount that you send to your beneficiary, subject to the maximum cover limits mentioned below.
If you send UGX10,000 to a beneficiary using Send with Care, then aYo will provide you with triple the amount of cover. This means that if you have a successful claim then your beneficiary will receive proceeds of 3 x UGX10,000 = UGX30,000.
Dial *165*1*4# and follow the prompts to view Balances and you will see the cover that you have for each of your beneficiaries.
aYo: Recharge with care
By signing up with aYo you will receive insurance cover based on a premium deduction (AutoBoost and Boost) from your airtime. Your cover is instant and is paid out in multiples of the premium. The cover that you will receive is valid for 30 days.
CHOICE OF COVER:
You can choose Cover to be either:
- MyLife cover: in the event that you pass away, your accumulated cover will be paid out to your beneficiary (MyLovedOne).
- MyHospital cover: in the event you are Hospitalised due to an Accident or an Illness, your accumulated cover will be paid into your MTN Mobile Money Account.
- To qualify for a benefit for Accidental Hospitalisation you must spend at least 1 night in hospital due to a trauma event (either an accident, impact or injury).
- To qualify for a benefit for Illness Hospitalisation you must spend at least 3 (three) consecutive nights in Hospital due to an illness.
Both MyLife and MyHospital Cover: you can have both MyLife and MyHospital covers as explained above at the same time.
You can change your choice of Cover at any time.
BUY MORE COVER:
You can buy more cover for yourself at any time (either MyLife or MyHospital cover) through MyBoost. This is extra cover in addition to your cover which you accumulate every time you buy MTN airtime.
RECEIVE BONUS VALUE:
By signing up and interacting more and more with aYo, you will receive bonus value (MyBonus). MyBonus becomes available to you once it reaches a specified value (currently UGX 2,000), called a threshold, and will be paid into your Mobile Money Account or Mobile Money voucher will be issued if you don’t have a Mobile Money account. It is advisable to open a Mobile Money account for your MyBonus pay outs to be made with ease.
CLAIMS MADE EASY:
Claims relating to your cover can be done directly from your mobile phone. Your MyLovedOne (beneficiary) or MyCaretaker (trusted person) can claim on your behalf in the event that you are unable to do so.
When you choose to take out an aYo Recharge with Care Policy, you select a premium amount (AutoBoost) that will be automatically deducted to purchase cover on your chosen MyLife and/or MyHospital cover option every time you recharge with MTN airtime. The premium is deducted from your airtime balance. These premiums are flexible and can be changed at any time to suit your pocket and needs.
There will be no cost to you to dial the *296# USSD number to sign up and interact with aYo because this is a zero-rated number for all MTN subscribers.
Yes, you can register for MTN Senkyu and also sign up for aYo Recharge with Care.
You need to be between the ages of 18 and 65 to sign up with aYo.
If you have already signed up with aYo before the age of 65 you can continue to enjoy the benefits of aYo up to the age of 70.
When you turn 70, you will no longer qualify for Recharge with Care and you will no longer be able to boost your cover. The balance of cover will remain in place until it expires, thereafter your aYo registration will be cancelled and your policy will be terminated.
Once the cover has expired as you still have a MyBonus balance, the balance will be paid out to your MTN Mobile Money account.
Your cover will be deemed to have ceased if you change your country of residence.
No, you will not be covered for any event that may have occurred in another country.
Yes, there are maximum limits of cover that you can own at any one point in time. The maximum limits of cover are:
- MyLife maximum limit of cover is UGX2,500,000
- MyHospital maximum limit of cover is UGX1,000,000
Yes, but in the case where you claim:
- MyLife, the maximum pay out for MyLife across all your SIM cards will be subject to that of the maximum payment limitations mentioned above.
- for MyHospital, the maximum pay out for MyHospital across all your SIM cards will be subject to the maximum payment limitations mentioned above.
For MyLife cover, there is no waiting period. The cover is active as soon as the policy commences.
For MyHospital cover, there is a six (6) month waiting period for claims relating to illness. That means that once you have signed up for MyHospital cover, you cannot make an illness claim within the first six (6) months of the policy.
There is no waiting period if you are hospitalised as a result of an accident. This portion of MyHospital cover is active as soon as the policy commences.
A waiting period is the time that must pass before you can claim on your cover.
As soon as you choose your Cover and accept the aYo Terms and Conditions a policy will be created.
aYo and MTN agents are there to help you. The Agent Assist feature in the menu is for an agent to use when you visit them for assistance to either sign up for aYo or buy more cover.
Subject to any exclusion criteria in the aYo Terms and Conditions, the following cover will be available to you:
- What is MyLife cover?
If you pass away, you can leave some money for someone you have left behind for them to use as they wish.
- How much is paid?
The full amount of unexpired cover accumulated to MyLife the date before death is paid out.
- Who is it paid to?
Paid to your beneficiary of choice (MyLovedOne).
- What happens to MyLife cover when I pass away?
If you pass away, MyCaretaker or MyLovedOne must initiate a claim on your policy.
- What happens to MyBonus balance when I pass away?
If you pass away, your MyBonus balance will also be paid, as a lump sum, to the beneficiary of choice (MyLovedOne).
- What is MyHospital cover?
MyHospital provides cover for Accident Hospitalisation and Illness Hospitalisation.
- What is Accident Hospitalisation?
Accidental hospitalisation is where you are hospitalised for at least 1 night because of a physical injury caused by a trauma event (either an accident, injury or impact). For the benefit to be paid, the hospitalisation should take place during the period of cover.
- What is a trauma event?
Trauma is defined as any bodily wound or bodily shock produced by sudden physical injury, as from an accident, injury or impact, e.g. road accident, shooting, assault or fire.
- What is the definition of at least a 1 night stay in hospital?
Being admitted to and discharged from a specific hospital on different dates, e.g. if you are admitted to hospital at 9pm on 12 June 2016 and discharged from the same hospital at 6am on 13 June 2016, this will qualify as an overnight stay.
- What is Illness Hospitalisation cover?
Illness Hospitalisation is where you are hospitalised for at least 3 (three) consecutive night due to an illness. For the benefit to be paid, the hospitalisation should take place during the period of cover.
- What illnesses are not covered?
Elective surgeries, pregnancy related complications, mental and emotional conditions, cosmetic surgery, abuse of alcohol or illegal narcotics OR if you are admitted at a clinic, dispensary or health centre 2 facility will not be covered.
- What is the definition of at least 3-night stay in hospital?
Being admitted to and discharged from a specific hospital on different dates, e.g. if you are admitted to hospital at 9pm on 12 April and discharged from the same hospital at 6am on 15 April, this will qualify for 3-night stay.
- How much is paid?
The full amount of unexpired cover accumulated to MyHospital as at the date of the trauma event is paid out.
- Who is it paid to?
The benefit is paid to you and will be paid into your MTN Mobile Money Account.
- What happens to MyHospital cover when I pass away?
If you pass away, your policy will be cancelled and no further benefits will be payable
You just need to sign up with aYo to be eligible to receive cover. Your cover will start on the day that you successfully buy cover through MyBoost and/or AutoBoost.
The amount of cover you earn depends on the premium you pay through MyBoost and/ or AutoBoost.
- If your choice is MyLife, you get UGX 1,000 worth of cover for every UGX1 of premium you pay.
- Or if your choice is MyHospital, you qualify for UGX100 worth of cover for every UGX1 of premium you pay.
There are specified maximum limits to the amount of MyLife and MyHospital cover you can have.
Yes, you can change your choice of Cover at any time by dialling *296# and follow the Cover menu option on the condition that you have already specified both your MyLovedOne and MyCaretaker.
When you change your choice, your Cover allocated to your original choice will remain as that type of cover and expire in 30 days, however all the new Cover that you qualify for when you buy additional MTN airtime and recharge will start accumulating to your new cover choice.
No it does not. When you change your Cover choice, the accumulated unexpired balance does not move to the new choice. It remains as per your original choice until it expires. E.g. if you currently have UGX100,000 of MyLife cover and you change the choice of Cover to MyHospital, then MyLife cover will remain at UGX100,000 until it expires.
Your new choice of Cover will start to accumulate cover from then on.
You pay a premium each time you recharge with MTN airtime so the more you recharge, the greater your accumulation of cover (subject to the maximum cover limit for your Cover choice).
Remember that cover expires after 30 days so to ensure constant cover, be sure to purchase MTN airtime, recharge and pay a premium at least once every 30 days.
You can also increase your amount of cover by buying more cover (MyBoost) at any time.
Only you, as the registered owner of the SIM card will be covered for MyLife and/or MyHospital and you can boost your own cover.
You will have many Commencement Dates because these correspond to the date that you either:
- Buy MTN airtime, recharge and pay a premium through MyAutoBoost or;
- Successfully buy more cover through MyBoost.
Your cover expires after a minimum of 30 days from the commencement date of your cover. You will always be notified via SMS when and how much of your cover will expire in order for you to manage your cover to ensure that you remain covered.
Your cover accumulates when you buy cover through MyBoost and AutoBoost in that same cover period.
Your cover accumulates, but is subject to expiry after a minimum of 30 days and so your cover balance will fluctuate daily depending on the regularity of your MTN airtime recharges.
Yes, you can. Simply dial *296# and the current MyLife and MyHospital cover balances as well as MyBonus value balance will be shown on the first USSD screen.
It is difficult to keep your cover exactly the same all the time so try and keep it at your own preferred minimum level and if it reduces below that, do a Once off MyBoost.
This is possible if you do not recharge your MTN airtime to pay a premium or boost your cover regularly.
You will be notified via SMS when you are at risk of running out of cover.