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 viaBangkok Bank Siam Commercial BankKasikorn Bank Bank of Ayudhya KrungThai BankTMB BankGovernment Saving BankThanachart BankPlease 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’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’s discuss your options.

Question 5

What should I do if I haven’t received my ‘bill payment’ 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 your premium payment due date via Omne by FWD 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’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.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?How can I check my claim status?

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.How can I check my claim status?

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’t have an agent?

Accepted Answer

You can speak to us! Chat via Line Chatbot by add us on LINE @FWDThailand (support you 24 hours) or call our Customer Service at 1351 (we’re here to help daily, 8 a.m. – 8 p.m.)

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 show your FWD Care Card or ID Card at our nationwide network of hospitals and clinics 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

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

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, change beneficiary, via Omne by FWD. • Download Omne by FWD• Handbook

Question 19

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

Accepted Answer

At least five people.

Question 20

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 21

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 22

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 23

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 24

What should I do if my FWD Card has expired?

Accepted Answer

There is no need for FWD Cards, just show your ID Card at our nationwide network of hospitals and clinics and get service. (You can use student card or valid documents issued by government instead.)If you need treatment outside of the network hospitals or need to pay in advance, you can easily submit a claim online and track the status via Omne by FWD.Download Omne by FWDHandbookStill need a new card? Please call us at 1351, we are here to help daily from 8:00 a.m. - 8:00 p.m.

Question 25

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

Accepted Answer

You can download the receipt or certificate of your insurance premium payments by yourself via Omne by FWD.Download Omne by FWDHandbook

Question 26

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

Accepted Answer

You can easily sign up for or make changes to the service of automatic premium payment by credit card via Omne by FWD.Download Omne by FWDHandbook

Question 27

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 28

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

Accepted Answer

You can submit a request to change the cash return option by yourself via Omne by FWD.Download Omne by FWDHandbookNote: By changing the cash payout option from FWD deposits to another, the deposited money will be withdrawn and transferred to bank account or PromptPay you specified.

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