Frequently asked questions
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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.
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.
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.
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.
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.
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.
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.
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.
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.
Once your claim is approved, the payment will be made using the payment method you requested on the claim form.
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.
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.
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.
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.
You can select 1 of 2 options below:
Option 1: Online
- Log in FWD Customer Portal
- Go to Policy alteration
- Select Cancel policy
Option 2: Offline
- Download and complete the Payment request form
- Submit 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.
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.
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.
We offer a wide range of payment channels to make it convenient for you. Please click to explore all payment channels.
We provide a 60 days grace period from the premium due date, so you may pay within the grace period.
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.
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).
After you receive payment confirmation via SMS and email, you can log in FWD Customer Portal and download a copy of your e-invoice.
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.
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.
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.
You can call us at 1800 969690 for support on eligible loan amount.
Please refer to our interest rates information. This is reviewed on a regular basis to reflect market rates.
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.
Please refer to our interest rates information.
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.
Sorry, we will not activate an APL in this case, and your policy will become void.
Unless otherwise agreed, we'll use your payments as follows (in this order):
- APL repayment (if any),
- Policy loan repayment (if any),
- Due premium.
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.
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.
Please refer to our interest rates information. This is reviewed on a regular basis to reflect market rates.
According to the Terms and Conditions of the policy, cash benefits can be used to pay APL and Policy loan.
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.
Please click to find the interest rate.
