Q: If the beneficiary is a minor, how should I proceed with a death claim?

The minor’s father, mother, or any guardian appointed by the court should file the claim.

Question 1

How do I pay my premium?

Accepted Answer

Please refer to the How to pay your premium page on our website.

Question 2

Can I pay my premiums by direct debit from my savings account?

Accepted Answer

You can pay by direct debit via

Bangkok Bank
Siam Commercial Bank
Kasikorn Bank
Bank of Ayudhya
KrungThai Bank
TMB Bank
Government Saving Bank
Thanachart Bank

Please refer to the How to pay your premium page on our website.

Question 3

What should I do if I'm having challenges in paying my premium?

Accepted Answer

We’re always here to help and if you’re having trouble paying, 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. Contact us and we can create a plan that works for you.
Pay your premium by using the returns from any dividend payout or interim cash payment from your policy. Visit our cash return options page for more details.
You may wish to consider taking a loan out to help you. Visit our policy loan page for more details.
Amend your policy to reduce the amount of premiums – for example remove a rider.
Reduce the sum assured to reduce the premiums you have to pay (note that reducing any sum assured will affect the amount of coverage and protection).
Change the policy type.

These are all ideas. Before you make a decision it's very important that you have a discussion with us in order to find out what the best plan would be for you. Please don't simply stop paying your premium. Besides meaning your coverage will immediately stop it may also mean that you lose some money.

If you have any problems, we'll always try and help and offer a range of possible solutions. Please give us a call at 1351 and find out what options and support we can offer.

Question 4

What should I do if I&rsquo;m having difficulties in paying my premium?

Accepted Answer

At FWD, we understand that sometimes circumstances change and life can be challenging. We'll always do everything we can to help. Speaking to us early is the first step as this will prevent any restrictions to your plan. Simply get in touch and together, let&rsquo;s discuss your options.

Question 5

What should I do if I haven&rsquo;t received my &lsquo;bill payment&rsquo; statement?

Accepted Answer

Sometimes the post can be delayed but if you haven’t received it around 20 days before your expected due date, simply contact our call centre and we’ll sort it out. Alternatively, you can find information on how to pay your premium via FWD Link our customer portal. This is fast, easy, and totally free.

Question 6

If I get into an accident when I’m abroad, will my FWD policy cover me? What should I do?

Accepted Answer

Our Personal Accidental policy usually covers accidents even if they happen when you’re abroad or if you need to seek medical treatment overseas.

In order to claim, remember to obtain 1) the original receipt from your medical treatment abroad 2) any supporting medical expense documents if your receipt does not detail treatment expenses, and 3) any medical certificate.

Question 7

How can I obtain a new cheque if my cheque was lost, expired, or I failed to receive it?

Accepted Answer

You can contact your agent, one of our branch offices, or our customer service at 1351. Simply inform us of the insured’s name and policy number.

Note:
If your cheque has expired, please return it to FWD at the following address and we will issue you with a new one:

FWD Life Insurance Public Company Limited,
14th floor, Sindhorn Building Tower 3, 130-132 Wireless Road, Lumpini, Pathumwan, Bangkok 10330

Question 8

How can I obtain the original copy of a receipt which I need for my records / other reimbursement?

Accepted Answer

You can state this request on the documents when submitting your claim. Or contact our customer service at 1351.

Note:
In the event that the amount of compensation for a hospital expense was not fully paid as stated in the receipt, we will return the original receipt and rubber-stamp the amount that we have approved to pay on that receipt.

When a hospital expense is fully paid, as stated in the receipt, we will not return the original receipt, but will send you a copy - on which the amount of compensation we have approved to pay will be rubber-stamped.

Question 9

Can I claim for a hospital expense if I was treated in a hospital that is not affiliated with FWD?

Accepted Answer

For information on this, please refer to the health claim process on our website.

Question 10

If the beneficiary is a minor, how should I proceed with a death claim?

Accepted Answer

The minor&rsquo;s father, mother, or any guardian appointed by the court should file the claim.

Question 11

If the insured or premium payer has been totally and permanently disabled or has passed away and the company has received the claim documents but not completed the claim process, does the insured or the guardian of the beneficiary have to continue paying life insurance premiums when they are due?

Accepted Answer

Yes, the insured or guardian of the beneficiary has to pay the due premiums in order to keep the policy active. When the claim process is completed and any premiums waived, we will refund any premiums as applicable.

Question 12

If the insured has died, does the beneficiary or the guardian of the beneficiary have to pay the life insurance premium when it is due?

Accepted Answer

No, the beneficiary does not have to pay any premiums. Note that we will deduct any premiums owed or policy debt from any claim amount we pay.

Question 13

How can I check my claim status?

Accepted Answer

You can contact our customer service at 1351.

Question 14

What kind of sum assured do you recommend I should opt for?

Accepted Answer

This is a very personal decision. We’d recommend that firstly, you need to know your reasons for getting insurance.

For example, if you would like to have THB 2 million when you retire, you should select a plan that will give you a return of THB 2 million.

You should also consider how much money you can set aside to pay for your insurance (monthly or annually) when deciding on a plan and its premiums.

We’d be happy to talk to you or you may prefer to speak to a financial advisor. Remember, everyone’s needs and personal circumstances are different.

Question 15

If I bought life insurance directly from FWD, who can I speak to in the future if I don&rsquo;t have an agent?

Accepted Answer

You can speak to us! Call our Customer Service at 1351 or email us anytime at customer.th@fwd.com

Question 16

What is an FWD Care Card? How should I use it?

Accepted Answer

If you have FWD health insurance, PPO (CARE), OPD or our personal accident insurance, you’ll receive an FWD Card.

You can use it at over 400 FWD network hospitals. Simply present the FWD Card to enjoy cashless treatment. You will then only need to pay for treatment that falls beyond your policy coverage.

Question 17

If I fail to pay my policy premium within the 30-day grace period, am I still able to use my FWD Care Card?

Accepted Answer

Unfortunately you can’t use your FWD Care Card because you have to pay your policy premiums in order to use it. However, you can submit the medical bill to us for reimbursement once you have paid your premium.

For treatments that fall beyond your policy coverage, you can still send the bill to FWD for consideration. Claims may be approved on a case by case basis depending on the information we gather from the hospital or your doctor.

Question 18

What should I do if I have forgotten my password for the FWD Link?

Accepted Answer

No problem. Please fill in your information here to get a new password.

Question 19

If I bought a policy from SCB or through a former agency channel, can I still manage my policy online, FWD Link?

Accepted Answer

Yes. We have an online service that covers policies bought from SCB or through a former agency channel. You can check your benefits, download receipts, change your personal details, along with a host of other self-service options. The online platform is available here.

Question 20

What is the minimum number of people required to be eligible for group insurance?

Accepted Answer

At least five people.

Question 21

Can my employees claim for medical treatment if I was treated at a hospital that is not within the FWD network?

Accepted Answer

In this instance, medical expenses must be paid in advance by the insured and will be considered for reimbursement after the claim form and required documents are have been sent to us.

Question 22

In case of an emergency, can the insured receive medical treatment in your network of hospitals without the insurance card shown?

Accepted Answer

Your ID card can be shown instead of the insurance card.

Question 23

Can group insurance be bought for an employee‘s family?

Accepted Answer

Yes - our coverage can be extended to the spouse and children of married employees.

Question 24

How can employees check the details of group insurance?

Accepted Answer

Employees can use the FWD Mobile Application just download from App Store and Google Play or call the FWD Call Centre (available 24 hours) at 02-632-6400

Question 25

What should I do if my FWD Card has expired?

Accepted Answer

Since 1 October 2020, we&rsquo;ve been issuing &lsquo;lifetime&rsquo; FWD Cards. Not got yours? Contact our customer services team. Note: this is for IPD / OPD health insurance plans only.

Question 26

How to redeem your FWD MAX points?

Accepted Answer

Open the FWD MAX mobile app and follow these steps:

Press “Privilege” at the bottom right corner of the main screen. You’ll see all our rewards with the points and any requirements. Select the reward you want to redeem.
Choose ‘privilege options’ and decide how you want to redeem the reward. This could be via a digital code or we could post a voucher to your address. Please see notes below.
Read the terms and conditions before pressing “accept”. Once you press “accept”, your points will be deducted immediately.

How do you want to receive your reward?

Digital Codes: Please select this option if you’re physically at a reward partner location. But be fast! Once you press “accept”, your privilege code will be displayed on the app. This code will be valid for 5-30 minutes, depending on the participating partner – so make sure you’re ready to use it! Once the code expires, you’ll see a time out message and will no longer able to redeem the reward. Please note that your points will be deducted as soon as the code is displayed.

Privilege Voucher: Once you press “accept”, please fill in your name and address in the pop-up window. Voucher delivery may take up to eight weeks from the date of your submission. After eight weeks, we’ll assume that you’ve received the voucher, unless we hear from you otherwise. Enjoy your reward!

Question 27

How can I print or download the receipt or certificate of my insurance premium payments for tax deduction purposes?

Accepted Answer

You can do this via FWD Link or your FWD Thailand LINE account

Question 28

How can I change my credit card details for my premium payments?

Accepted Answer

Please send us your request by providing the following details:

Your credit card change request, policy number, insured name and contact number.
Certified true copy of your credit card showing 16-digit credit card number and expiration date.

Send these to customer.th@fwd.com or fax over to 0 2632 2414

Question 29

What should I do if I've failed to receive a cheque, or if the cheque is invalid?

Accepted Answer

You can contact your agent, one of our branch offices, or our customer service at 1351 and inform us of the insured’s name and policy number.

If the cheque is invalid, please return it to FWD at the following address and we will issue you with a new cheque:

FWD Life Insurance Public Company Limited,
14th floor, Sindhorn Building Tower 3, 130-132 Wireless Road,
Lumpini, Pathumwan, Bangkok 10330

Question 30

How can I change my reimbursement option from cash to bank account transfer?

Accepted Answer

Please send us a completed form with a certified true copy of your passbook. You can also submit the documents via email customer.th@fwd.com or fax 02-632-2413

policy changes/renewal requests

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