FAQ’s
Frequently Asked Questions
Below are the Frequently Asked Questions (FAQs)
General Information
No, HealthPay is not an insurance company. We act as a financial access layer. Unlike traditional insurance that relies on premiums and risk-pooling, HealthPay operates on a prepaid system. Funds are loaded by you, your employer, or a donor to be used specifically for health and welfare services.
No, HealthPay is a digital platform. All financial services, such as card issuance and fund custody, are handled by our regulated banking partner, Bank Alfalah Limited.
Our main office/store is located in FitwellHub Ahmad Tower Bismillah Chowk Masoom Shah Road Multan Pakistan. However, we serve customers 224 A, Near Ayubia Market New Muslim Town Lahore Pakistan, Office # 19-B, 4th Floor, Sassi Arcade, Block-07, Main Clifton Road, Karachi, Pakistan ,1st Floor Umar sharif plaza AKM Fazal ul Haq Road G6/3 Blue Area Islamabad , through our online platform. Our standard operating hours are from Mon - Sun: 9:00am to 6:00pm. Our online store/website is accessible 24/7.
For Members & Employees
Your HealthPay card can be used at any licensed healthcare provider within the FitwellHub network, including clinics, labs, and pharmacies. It is also accepted anywhere 1LINK or RAAST payments are accepted, subject to the specific spending rules set on your card.
This depends on your specific plan. "Restricted" cards, which are common for NGOs and employers, are blocked for cash withdrawals to ensure funds are spent only on healthcare. "Individual" cards may allow for cash access at ATMs through the Bank Alfalah network.
Health Rewards are non-cash points you can earn through healthy behaviors or spending. These points can be redeemed for discounts or services within the FitwellHub network but cannot be converted into cash.
For Partners & NGOs
We use RAAST, Pakistan’s instant payment system, for settlements. Most merchant settlements occur in real-time or within standard T+1 banking cycles.
Our platform allows NGOs to tag funds for specific purposes. We provide real-time dashboards with an audit trail that shows exactly which beneficiary used the funds, at which clinic, and for what category of service, ensuring full transparency for Zakat compliance.
HealthPay operates as a technology service provider facilitating financial transactions. All financial transactions are governed by the terms and conditions of Bank Alfalah Limited. Healthcare services are governed by the terms of FitwellHub and its licensed practitioners.
Support & Contact
For our Enterprise and NGO partners, we commit to:
Platform Uptime: 99.5% monthly availability.
Fund Settlement: Instant via RAAST (where applicable).
Technical Support: 4-hour response time for urgent, system-wide outages (Level 1) and 24-hour response for standard individual card or portal issues (Level 2).
Compliance Reporting: Monthly automated transparency reports for donors and HR departments.
We use a "Siloed Data" approach to protect your information:
Financial Data: Managed and secured by Bank Alfalah under State Bank of Pakistan (SBP) regulations.
Medical Data: Encrypted and managed by FitwellHub. HealthPay does not store your private clinical notes or diagnostic results.
Usage Data: We track where and when you spend to provide you with a dashboard, but we do not sell this data to third parties.
Employers: Email us at corporate@healthpay.pk to request a demo for your HR team.
Charities/NGOs: Email us at impact@healthpay.pk to discuss Zakat-compliant disbursement models.
Healthcare Providers: Email us at partners@healthpay.pk to join the FitwellHub service network.