Policy Service

  • How do I change my correspondence address?
  • Please complete and submit the Policy alteration request and send back to us at Contact us. We might contact you to confirm the information before updating your new address.


  • How do I change my contact number?
  • You can:


  • I have lost my policy contract. Can I request a duplicate of the contract? Is there any fee applied?
  • Definitely yes. Just complete and submit the Declaration on policy lost/damage and send back to us at Contact us. A duplicate policy contract will be on your way soonest. No fee is applied for this request.

  • What is Freelook?
  • A freelook clause is provided in the policy terms and conditions. It states that the policyholder can cancel the policy within 21 days from issuance date of the policy. In this circumstance, the paid premium less the medical exam fee (if any) will be refunded to the policyholder.

  • What is the procedure for cancelling a policy under Freelook?
  • Please complete and submit the payment request and send back to us at Contact us together with the original policy document.




  • In what circumstances would a policy lapse?
    • Due premium is not paid within grace period and the policy has not acquired any cash value (applicable to all policies in first two years or policies without cash value), or
    • Premium necessary to maintain the policy account value greater than 0 dong is not paid within grace period (applicable to UL polices completing premium for the first 2 policy year), or
    • Automatic Policy Loan and outstanding interest balance exceeds policy surrender value, or
    • Policy Loan and outstanding interest balance exceeds policy surrender value

  • What is reinstatement?
  • Reinstatement is provided for in the policy terms and conditions. It allows the policyholder to continue with the policy, subject to certain terms after the policy has lapsed.


  • I can request a reinstatement how long after lapse date?
  • For your own benefit, we highly recommend early reinstatement. The reinstatement for most products is able within the first two years after lapse date; For Standalone Personal Accident policyholder has 30 days from lapse date to reinstate the policy.

  • What I need to do to reinstate my policy?
  • Please complete and submit the Policy alteration request and health declaration, pay the outstanding premium and/or outstanding interest (Please refer to the “Premium payment channel” in the “Reference” section). You might also subject to medical check. 


Policy Loan

  • What is a Policy Loan?
  • It is an advance payment granted to the policyholder after the policy has a cash value. You can use this loan to meet your short-term financial needs.
  • When can I apply?
  • You can apply for a policy loan once your policy has cash value. The cash value will be available about two years after you have bought the policy. However, this does not apply to some plan types such as Term or Personal Accident.
  • How much can I borrow?
  • You can borrow up to 80% of the policy cash value. Minimum loan amount is VND5,000,000 for UL and VND500,000 for other products.
  • How can I know the maximum loan available of my policy?
  • Please Contact us for support.

  • What is the interest charged?
  • Please refer to the “Interest” in the “Reference” section.
  • How can I apply for a Policy loan?
  • Please complete and submit the Payment request and send back to us at Contact us.

  • When should I repay the loan?
  • You may make full or part repayments of the loan at your convenience. Besides, you must continue to pay your premium to keep your policy inforce. Otherwise, your policy may eventually lapse.
  • How can I make a Loan repayment?
  • Loan repayment can be made similarly to premium payment (Please refer to the “Premium payment channel” in the “Reference” section). In the payment instruction, please note “Loan repayment for policy xxxxxxxxxx, Policyholder xxxxxxxxxxxxxxxx)

  • How Loan impacts to my policy?
  • Policy will turn lapse once total APL, Policy loan and their outstanding interests exceed the policy cash value. Besides, APL, Policy loan and their outstanding interests will be deducted to the Cash benefit, Maturity benefit or Policy benefits payable upon insurance events.

Policy Benefits

  • What is Cash Benefits Payment?
  • Cash benefits are payable following the payment intervals mentioned in the plan T&C when the policy is in force. Cash Benefits refers to Survival Benefits or Education benefits.
  • Which plans have Cash Benefit?
    • Education plan
    • Repriced Education plan
    • Excellent Education plan
    • Anticipated Endowment
    • Repriced Anticipated Endowment
    • Yearly cashback endowment
  • Options to receive Cash benefits
  • Depending on the options that you have chosen at the start of the policy, you can withdraw the amount as and when it is due, use it to pay for your premium, or simply keep it with our Company to earn interest.
  • What is the interest rate if the Cash Benefit is kept with the Company?
  • Please refer to the “Interest” in the “Reference” section. This deposit interest rate will be reviewed on a regular basis to reflect the future investment and interest climate.
  • Why my APL and Policy loan balance are deducted to my Cash benefit without my consent?
  • According to the Terms and Conditions of the policy, APL and Policy loan balance will be deducted to the Cash benefit.
  • What is Maturity benefit?
  • Is the benefit the Company will pay to Policyholder on the Maturity date of the policy provided the policy is inforce and the Life assured is alive by then.
  • Maturity benefit is applicable to all plans?
  • This only applies to those plans with cash value.
  • Can I authorize other person to collect my Maturity benefit?
  • Yes, but we will require an authorization form signed by you.

Premium Payment

  • How do I pay premium?
  • Please refer to the “Premium payment channel” in the “Reference” section
  • Can I pay premium if the due date has passed?
  • Yes, we provide a 60 days grace period from the premium due date.
  • If I move to abroad, how can I pay premium?
  • You can choose either of the below options:

    • Make a bank transfer to our bank account (please refer to the “Account” in the “Reference” section)
    • Pay via internet banking
    • Appoint a payee to make payment to our Company following our payment channels (please refer to the “Premium payment channel” in the “Reference” section)

    Please ensure the payment instruction has sufficient information so that we can channel the premium to your policy.

    A recommended payment instruction:

    “Premium payment to policy xxxxxxxxxx, Policyholder xxxxxxxxxxxxxxxxxxxxxxxxxx”


Automatic Premium Loan

  • What is Automatic Premium Loan (APL)?
  • 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.
  • What is the interest charged?
  • Please refer to the “Interest” in the “Reference” section
  • How do I apply for APL?
  • You need not apply for this. As long as your policy has cash value and the premium is not paid within the grace period of 60 days, APL will automatically be raised to keep your policy in force.
  • How can I know my policy has activated an APL?
  • An APL notification will be sent to you once APL is activated. Besides, your APL balance is also reported in your Annual Statement.
  • How long can my policy last under APL?
  • This depends on the cash value and cash benefits (if any) of the policy.
  • How do I repay the APL?
  • Unless otherwise stated by the policyholder, premium paid for the policy will be applied following the below order:
    • APL repayment (if any), then
    • Due premium (if any), then
    • Loan repayment (if any)

  • What happens if due premium is not paid?
  • Policy will turn lapse once total APL, Policy loan and their outstanding interests exceed the policy cash value. Besides, APL, Policy loan and their outstanding interests will be deducted to the Cash benefit, Maturity benefit or Policy benefits payable upon insurance events.

Claims

  • How will the Death Benefit be paid?
  • Claim benefit will be paid to the policyholder or the beneficiary (if any). If policyholder is not alive and there is no beneficiary named under the policy, the Company may pay to legal heir(s) in accordance with valid will or inheritance law of the policyholder.


    Scenario

    Claimant to submit the death claim

    Documents to submit

    Deceased left a will

    Heir of valid will

    • Valid will
    • ID of heir

    Deceased did not leave a will

    Representative of legal heirs in accordance with inheritance law

    • Certificate of inheritance
    • ID of representative of legal heirs

  • How will the Total and Permanent Disability (TPD) Benefit be paid?
  • Claim benefit will be paid in one lump sum to the policyholder.
  • How will the Critical Illness (CI) Benefit be paid?
  • Claim benefit will be paid to the policyholder, based on the Benefit payment stated in the plan Terms and Conditions.
  • Can I make a Critical Illness (CI) claim right after the policy is inforce?
  • For the CI claim, there is a 90 days waiting period from the issuance date or the latest reinstatement date of the policy, whichever is later.
  • How will the Personal Accident (PA) Benefit be paid?
  • Claim benefit will be paid to the policyholder, based on the Benefit payment stated in the plan Terms and Conditions.
  • How will the Medical reimbursement/ Hospitalization and Surgery Benefits be paid?
  • Claim benefit will be paid to the policyholder, based on the Benefit payment stated in the plan Terms and Conditions.
  • Can I make a Medical reimbursement claim right after the policy is inforce?
  • For the Medical reimbursement claim, there is a 90 days waiting period from the effective date or the latest reinstatement date of the policy, whichever is later.

    For Chronic Diseases, there is a 180 days waiting period from the effective date or the latest reinstatement date of the policy, whichever is later.

  • Can I make a Hospitalization and Surgery claim right after the policy is inforce?
  • For the Hospitalization and Surgery claim, there is a 30 days waiting period from the issuance date or the latest reinstatement date of the policy, whichever is later.
  • Who can I contact if I require further assistance?
  • You can contact your servicing Life Planer or contact us at “Contact”.

Reference

  • Interest
  •  Type of Interest

     Interest rate (%/year)  

     APL interest                              

     10.0

     Policy loan interest

     10.0

     Cash benefit interest

     6.5



  • Premium payment channels
  • - Service counter: we accept both cash and card payment at our Service counters in HCMC and Hanoi during the office hours from 8:30am until 17:30am Monday to Friday (except on Public holidays)

    • Hanoi: 20th Floor, VCCI Tower Building, 9 Dao Duy Anh Street, Phuong Mai Ward, Dong Da District, Hanoi
    • HCM: 11th Floor, Diamond Plaza Building, 34 Le Duan Street, Ben Nghe Ward, District 1, HCMC

    - Bank transfer to our bank account
    - Pay to your servicing Life Planner: we accept both cash and card payment. Please do let the Life Planner know in advance in case you pay in card
    - Pay to our Bill Collector: we accept both cash and card payment. Please do let the Bill Collector know in advance in case you pay in card


    *Special notice: regardless of Payment channels you choose to pay your premium, please request a valid Premium receipt. We shall not hold accountability for premium disputes without a valid Premium receipts
  • Account:
    • Account:
      Công ty TNHH Bảo Hiểm Nhân Thọ FWD Việt Nam
    • Account no.:
      0687 0407 0050  712
      tại ngân hàng TMCP Phát triển TP. Hồ Chí Minh (HDBank - Trung tâm kinh doanh)
      or
      106 10 68 68 68 79
      tại ngân hàng TMCP An Bình (chi nhánh ABBank Bến Thành)
      or
      133 10000 334567
      tại ngân hàng TMCP Đầu tư và Phát triển Việt Nam (BIDV - chi nhánh Nhà Bè)
    • Content:
      [Policy No./Proposal No)………………, (Policyholder name)……………………
  • The invoice issuing notification approved by Tax authority
  • Please click here.

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FWD Customer Care

1800 96 96 90 (toll free)