Customer Service & Claims

Your complete guide to our services and claims process

Our Customer Services

Comprehensive support for all your healthcare needs

24/7 Helpline

Round-the-clock customer support through our dedicated helpline. Our trained representatives are available to assist you with queries, claims, and emergency situations at any time.

16247

Claims Processing

Fast and efficient claims processing with transparent procedures. Submit your claims online or through your PHO, and track the status in real-time through our portal.

48-72 Hours Processing

Healthcare Network

Access to a vast network of hospitals, clinics, and diagnostic centers across Bangladesh. Receive quality healthcare services from our partner providers with direct billing facility.

500+ Partner Facilities

Personal PHO

Each customer is assigned a dedicated Primary Healthcare Officer who serves as your point of contact for all healthcare needs, assistance, and support services.

Online Portal

User-friendly online portal to manage your profile, view service history, submit claims, download documents, and access all healthcare information conveniently.

Notifications

Stay informed with timely notifications about claim status, policy updates, service reminders, and important announcements through SMS, email, and portal notifications.

Claims Process

Step-by-step guide to submitting and tracking your claims

1

Receive Healthcare Service

Visit any of our partner healthcare facilities and receive the medical service you need. Inform the provider that you are a Prottoy Healthcare customer and present your customer ID or card. Many of our partner facilities offer direct billing, so you may not need to pay upfront.

2

Collect Required Documents

Gather all necessary documents for your claim:

  • Original medical bills and invoices
  • Prescription from registered physician
  • Diagnostic test reports (if applicable)
  • Discharge summary (for hospitalization)
  • Any other supporting medical documents

3

Submit Claim

Submit your claim through one of the following methods:

  • Online Portal: Upload documents through your customer dashboard
  • Through PHO: Submit documents to your assigned Primary Healthcare Officer
  • Email: Send scanned copies to claims@prottoyhealthcare.com
  • In Person: Visit your nearest Prottoy Healthcare office

4

Claim Verification

Our claims team will verify your submission within 24 hours. They will review all documents, check service eligibility, and may contact you if additional information is required. You will receive a confirmation email/SMS with your claim reference number.

5

Processing & Approval

Claims are typically processed within 48-72 hours. You can track the status through:

  • Online portal using your claim reference number
  • SMS updates sent automatically
  • Contacting your PHO or our helpline

6

Payment & Settlement

Once approved, reimbursement will be processed immediately. Payment options include:

  • Bank Transfer: Direct deposit to your registered bank account (1-2 business days)
  • Mobile Banking: bKash, Nagad, Rocket transfer (instant)
  • Cash Collection: Pick up from designated Prottoy Healthcare office
You will receive a settlement statement with detailed breakdown via email.

Cash Payment & Collection Methods

Multiple convenient options for receiving your claim settlements

Bank Transfer

Direct deposit to your bank account within 1-2 business days

Mobile Banking

Instant transfer to bKash, Nagad, or Rocket

Cash Pickup

Collect from any Prottoy Healthcare office

Cheque

Account payee cheque sent to your address

Choose your preferred payment method during claim submission

Contact Customer Support

We're here to help you with any questions or concerns

Phone Support

16247

Available 24/7

Email Support

support@prottoyhealthcare.com

Response within 24 hours

Live Chat

Online Portal

Mon-Fri, 9 AM - 6 PM

Your PHO

Direct Contact

Check your portal

Frequently Asked Questions

Quick answers to common questions

How long does it take to process a claim?
Most claims are processed within 48-72 hours after submission. Complex cases requiring additional verification may take up to 5-7 business days. You will be notified immediately once your claim is approved.
What documents do I need to submit a claim?
You need: (1) Original bills/invoices from the healthcare provider, (2) Prescription from a registered physician, (3) Diagnostic test reports if applicable, (4) Discharge summary for hospitalization, and (5) Your customer ID. Your PHO can help you gather all required documents.
Can I choose any hospital or clinic?
We recommend visiting our partner facilities for direct billing and faster processing. However, you can visit any licensed healthcare provider and submit a reimbursement claim. Check our online portal or contact your PHO for the list of partner facilities in your area.
What if my claim is rejected?
You will receive a detailed explanation for any rejection. Common reasons include incomplete documentation, services not covered under your plan, or late submission. You have the right to appeal the decision within 30 days by providing additional information or clarification. Contact our claims department for assistance.
How do I track my claim status?
You can track your claim through: (1) Online portal using your claim reference number, (2) SMS updates sent automatically to your registered mobile number, (3) Calling our helpline 16247, or (4) Contacting your assigned PHO directly.