Question 1

How will I receive a copy of my insurance policy?

Accepted Answer

We’ll send you instructions on how to download your e-policy via SMS and email. We’ll also send a hard copy of your policy certificate to the address you’ve provided.

Question 2

What are the benefits of an electronic insurance policy?

Accepted Answer

The benefit is that you can quickly and easily manage your insurance online. You can review your plan and even make basic changes. We register the e-signature on your electronic policy with VNPT-CA. So please rest assured that your electronic policy with e-signature is as legal binding as the printed version with wet signature.

Question 3

What is the FWD Customer Portal?

Accepted Answer

This is our online customer service channel. Through this online portal, you can access policy information and make a range of transactions – from paying your premium to making a claim or viewing the status of a claim.

Question 4

How do I register for FWD Customer Portal?

Accepted Answer

It’s very easy – take a look.Step 1: Click to get your Customer ID.Step 2: Visit FWD Customer Portal to complete the registration.You can also refer to the instruction video for help.

Question 5

What features are available on FWD Customer Portal?

Accepted Answer

There are many features – here are some examples:Pay your premium.Tracking the progress of any request.Head to My Policy to view the features and benefits of your plan(s), view any recent updates regarding your policies, make online withdrawal from your policy to your bank account, or download your e-policy. Head to My Profile to make changes to your personal information, such as ID, email address, mobile number, correspondence address. Head to My Claims to make a claim and track its status. You can also view any claims history.

Question 6

When should I submit my claim?

Accepted Answer

Please submit your claim within 12 months of receiving the medical treatment you’re claiming for or the date of the event you’re claiming for – for example, the date of an accident or loss of life.

Question 7

How long will it take for my claim to be approved?

Accepted Answer

For hospitalisation cash allowance claims and health care benefit claims, these claims are eligible for our express claims service:Once you’ve submitted your claim (with all the required documents), we’ll let you know our decision the very next working day.If we need more supporting documents, again, we’ll let you know the next working day.For all other major claims – accidents, critical Illness/cancer, total permanent disability or loss of life:Once you’ve submitted your claim (with all the required documents), we’ll let you know our decision within 10 working days.If we need more supporting documents, again, we’ll let you know within two working days.  It will then take a further 10 days to process and advise you of our decision - so do try and ensure you submit all the right documents.We send all claims approval notices via either email or SMS, according to the contact information you’ve given us.

Question 8

How will you pay me?

Accepted Answer

Once your claim is approved, the payment will be made using the payment method you requested on the claim form.

Question 9

When will you pay me?

Accepted Answer

For daily hospitalisation cash allowance benefit claims and medical / healthcare treatment claims, these claims are eligible for our express claims service. This means we’ll pay you within one working day - from the date you receive the claim approval notice via email or SMS.For all other major claims – accidents, critical Illness/cancer, total permanent disability or loss of life, we’ll pay you within three working days, from the date you receive the claim approval notice via email or SMS.

Question 10

How can I check my claim status?

Accepted Answer

You can check your claim status online via FWD Customer Portal. You can also contact FWD Customer Care on 1800 969690 (toll free) or email us at CustomerConnect.vn@fwd.com.

Question 11

How do I change my information such as address, contact numbers, email address?

Accepted Answer

You can do this online or offline.Online:Log-on to the FWD Customer Portal to make real-time changes.Offline:Download and complete Policy alteration request form and send it one of our FWD Customer Service centres.Call FWD Customer Care at 1800 969690 (toll free) for support.

Question 12

What is the "Freelook" period?

Accepted Answer

This means you can cancel your insurance policy within 21 days from the policy issuance date. If this happened, we’d refund the premiums you’ve paid, minus any medical exam charges. This freelook clause is written into your policy terms and conditions.

Question 13

How do I cancel a policy under Freelook?

Accepted Answer

You can select 1 of 2 options below: Option 1: Online Log in FWD Customer PortalGo to Policy alterationSelect Cancel policyOption 2: OfflineDownload and complete the Payment request formSubmit the Payment request:- At FWD Customer Service centres nationwide, or- Via the agent that is serving your policy, or- Mail your hard copy to: FWD Việt Nam – Policy Servicing Department Diamond Plaza, 11th Floor 34 Le Duan, Ben Nghe Ward, District 1, Ho Chi Minh City.

Question 14

In what circumstances would a policy lapse?

Accepted Answer

We offer a 60-day-grace period. This describes a length of time, after a deadline or due date, during which payments can still be made without penalty).After this 60 day grace period, your policy will be consider lapsed under the following circumstances: 1. For investment plans where no payment has been made:if the policy is in the first three years: it then becomes auto lapsed.  if the policy is the 4th year or longer and the policy cash value is not sufficient to cover the insurance fee plus the policy management fee.2. For saving plans where no payment has been made:if the policy is in the first two years: it then becomes auto lapsed.the policy cash value is not sufficient to cover the auto policy loan (APL).the policy cash value is not sufficient to cover the total amount of the following: auto policy loan + cash advance loan + loan interest.

Question 15

After lapsing, what's the latest date that I can send the reinstatement request?

Accepted Answer

We recommend this is done within the first two years of the date of any lapsed policy. The exception is Standalone Personal Accident policyholders who have 30 days from lapse date to reinstate their policy. We highly recommend early reinstatement if your policy has lapsed – to continue your coverage.

Question 16

What should I do to reinstate my policy?

Accepted Answer

You need to pay all outstanding premium and/or outstanding interest, and select 1 of 3 options to submit your reinstatement request:Option 1: FWD Customer Portal- Log in FWD Customer Portal- Go to “Policy alteration”- Select “Reinstate my policy”- Follow the instructions and make all necessary premium payments to reinstate your policy. Option 2: Click on this FWD Visual IVR and follow the instructions. Option 3: Download & complete the Policy reinstatement request, and send to: - Your serving agent; or- Any FWD Customer Service centres nationwide; or- Mail hard copy by post to: FWD Vietnam – Policy Serving Department Diamond Plaza, 11th Floor 34 Le Duan, Ben Nghe Ward, District 1, HCMCYou might also subject to medical check.

Question 17

How do I pay my premium?

Accepted Answer

We offer a wide range of payment channels to make it convenient for you. Please click to explore all payment channels.

Question 18

Can I pay premium after due date?

Accepted Answer

We provide a 60 days grace period from the premium due date, so you may pay within the grace period.

Question 19

What should I do if I’m having financial difficulties paying my due premium?

Accepted Answer

We understand that sometimes circumstances change and life can be challenging. We'll always do everything we can to help. Speak us early at 1800969690, let’s discuss your options as this will prevent any restrictions to your plan.There are various possible solutions. You may wish to consider any of the following:Change your premium payments. We can discuss how much you pay and how often (quarterly, bi-annually or annually).You may wish to consider taking a loan out to help you.Amend your policy to reduce the premiums you have to pay. Please noted that amending your polity will affect the coverage and protection of your policy.

Question 20

When and how would I get confirmation that my premium payment has been received by FWD?

Accepted Answer

After we receive your payment, we’ll send a confirmation via SMS and email within three working days. If you haven’t received this after three days, please check the FWD Customer Portal or call FWD Customer Care 1800 969690 (toll free).

Question 21

Can I get an invoice for my premium payment?

Accepted Answer

After you receive payment confirmation via SMS and email, you can log in FWD Customer Portal and download a copy of your e-invoice.

Question 22

I’ve received an e-invoice, how can I confirm that this is from FWD?

Accepted Answer

We started using e-invoices on 8 April 2019. Below we’ve listed some documents you may wish to refer to. If you’re unsure, it’s always a good idea to check the company name, tax code and invoice number.Notification of FWD e-invoice registrationNotification of FWD issuing e-invoiceSample for individual customer e-invoiceSample for corporate customer e-invoice

Question 23

What is a policy loan?

Accepted Answer

This is an advance payment given to customers with plans that have a cash value. You can check your policy terms (or ask us) to see if you have this. You can use this loan to meet your short-term financial needs.

Question 24

When I can request a policy loan?

Accepted Answer

You can apply for a policy loan once your policy has cash value. However, this does not apply to some plan types such as Term or Personal Accident. To check your policy cash value, please log in FWD Customer Portal, or call 1800 9696990 for support.

Question 25

How much can I take policy loan?

Accepted Answer

You can borrow up to 80% of the policy cash value. Minimum loan amount is VND5,000,000 for universal life products, FWD Smart kids and FWD Family care; and VND500,000 for other products.

Question 26

How to find the eligible loan amount of my policy?

Accepted Answer

You can call us at 1800 969690 for support on eligible loan amount.

Question 27

What is the interest charged?

Accepted Answer

Please refer to our interest rates information. This is reviewed on a regular basis to reflect market rates.

Question 28

How can I request a policy loan?

Accepted Answer

There are two options:Option1: Online Access FWD Customer Portal,Go to Policy alteration,Select Request a policy loan.Option 2: OfflineSimply download, complete Payment request and send to: Any FWD Customer Service centres nationwide, orThe agent who is serving your policy, orMail hard copy by post to FWD Vietnam – Policy Serving DepartmentDiamond Plaza, 11th Floor 34 Le Dua, Ben Nghe Ward, District 1, HCMC

Question 29

When should I repay my policy loan?

Accepted Answer

You can pay partial or full amount of loan any time. Please make sure your policy premium is fully paid to avoid contract lapse.

Question 30

How can I repay my policy loan?

Accepted Answer

Click to find ways to pay your premium/policy loan.

Question 31

What are the impacts of cash advance to my policy?

Accepted Answer

Policy will turn lapse once total Automatic Premium Loan (APL), cash advance and their outstanding interests exceed the policy cash value. Besides, APL, Cash advance and their outstanding interests will be deducted from the Cash benefit, Maturity benefit or Policy benefits payable upon insurance events.

Question 32

What is an automatic premium loan (APL)?

Accepted Answer

APL means that your policy cash value is used for your unpaid policy premium. This will go on until your cash value is used up. APL is only applicable if your policy has cash value and your 60-day-grace period has passed.

Question 33

What is the interest charged?

Accepted Answer

Please refer to our interest rates information.

Question 34

How do I know my policy has activated an APL?

Accepted Answer

Once API is activated, an APL notification will be sent to you via SMS and email. Besides, your APL balance is also reported in your policy's annual statement.

Question 35

Will you activate an APL if my policy cash value is less than my unpaid policy premium?

Accepted Answer

Sorry, we will not activate an APL in this case, and your policy will become void.

Question 36

How do I repay the APL?

Accepted Answer

Unless otherwise agreed, we'll use your payments as follows (in this order): APL repayment (if any),Policy loan repayment (if any),Due premium.

Question 37

What are cash benefits?

Accepted Answer

Cash benefits are the cash payouts as stated in your policy terms and conditions, payable following certain time intervals (as stated in your policy terms), and only when the policy is active.

Question 38

How would I receive cash benefits?

Accepted Answer

Depending on the options you select at the start of the policy, you can withdraw the amount as and when it is due. You can use it to pay for your premium, or simply keep it in the plan to earn interest. Please look at the terms of your plan.

Question 39

What is the interest rate if the cash benefit remains in the FWD plan?

Accepted Answer

Please refer to our interest rates information. This is reviewed on a regular basis to reflect market rates.

Question 40

Why have my cash benefits been deducted without my consent?

Accepted Answer

According to the Terms and Conditions of the policy, cash benefits can be used to pay APL and Policy loan.

Question 41

What is maturity benefit?

Accepted Answer

This is the cash benefits that we will pay to you on the maturity date of your policy provided the policy is still active and you're still alive.

Question 42

Does maturity benefit apply to all plans?

Accepted Answer

This only applies to those plans with cash value.

Question 43

Can I authorise someone to collect my maturity benefit?

Accepted Answer

Yes. This requires an authorisation form signed by you.

Question 44

In the underwriting procedure, how do FWD classify my occupation and what does this classification mean?

Accepted Answer

We classify your occupation into 5 groups corresponding to 5 different occupational risk levels that are applied in insurance norms and risk assessment:Class 1: Administrative staff in the office, teachers, doctors, pharmacists, architects, designers or religious people…Class 2: Business or light manual work, production line supervision, children/students/non-income person…Class 3: Manual duties, farmers, garment workers, motor vehicle drivers, delivery people...Class 4: Heavy manual duties; low risk of factory/manufacturing/construction workers on the ground, construction vehicle drivers, near-shore fishing...Class 5: High-risk occupations: mine workers, people working at heights and depths, long-term seafarers...Our Agent will assist you in selecting the appropriate occupational classification while making the application form.

Question 45

If I change my occupation, do I need to notify FWD?

Accepted Answer

In case the insured person changes his/her occupation, the policyholder and the insured person need to notify FWD of this change in order to update the information and assess the risk level of the new occupation. Please refer to the terms and conditions of your insurance policy for more details.

Question 46

Where can I find the historical crediting of my plans, loans interest rates and earning interest rates for cash benefit?

Accepted Answer

Please click to find the interest rate.

Frequently asked questions