Question 1

How do I file for a claim if there’s been a loss of life?

Accepted Answer

First, we’re sorry for your loss. If you need any help or support in your claim, please don’t hesitate to get in touch.

Our loss of life claims page is here. It should answer all your questions and let you know what to do next. Remember, if you have any questions or concerns, you can always give us a call.

Question 2

How do I know if I can file a claim for loss of life?

Accepted Answer

Ordinarily, the primary beneficiary would make the claim. However, if the insured has no primary beneficiary, it would default to another person. Here’s the order of eligibility:

Designated living beneficiary
1. Primary beneficiary – this is the main recipient of the life insurance benefit at time that the insured person lost their life
2. Contingent beneficiary – this would be next in line to receive the life insurance benefit if no primary beneficiary or beneficiaries are alive
Owner – this person (or people) would receive the life insurance benefit if no designated beneficiaries are alive
Substitute beneficiaries – These people or person would be next in line – in the following order of priority:
1. Legal spouse
2. Legitimate child/children
3. Illegitimate child/children
4. Parent/s
5. Brother(s) and / or sister(s) of the half-blood
Legal owners of the insured person’s estate

Question 3

Do I need to submit the original claim documents?

Accepted Answer

Where stated, we do need these, yes.But to get your claim moving quickly, you can email a soft copy of your claim documents over to claimsconnect.ph@fwd.com. That way, we can start the process of assessing your claim. A soft copy could be a scan or a photo that you upload or send over electronically.Remember, you can also submit hard copy documents to any FWD business hub or through your financial advisor or financial solutions consultant.

Question 4

Can a child aged below 18 file a claim?

Accepted Answer

If they’re the named beneficiary then yes. But they must be represented by a legal guardian or appointed trustee who must fill out and submit the required forms.

Question 5

I have the claim forms and documents ready. When should I file my claim?

Accepted Answer

We request that all claims (including loss of life) are made within 90 days. One of our dedicated claims ambassadors will then get in touch with you to confirm that we’ve received your claim and advise on next steps.

In case you’re not able to submit within the 90-day period, don’t worry! We will not invalidate nor reduce the claim if we find that it’s not practical to submit the requirements within the allowable time.

Question 6

I’m currently overseas. Can I still make  a claim?

Accepted Answer

Yes, no problem.However all documents coming from abroad will need the Philippine Consular Office’s authentication. You’ll need to bring your claim documents to the Philippine Consular Office to get them authenticated. This may involve making an appointment so do check in advance before turning up. A simple online search will tell you where your nearest Philippine Consular Office is. If not, feel free to get in touch with our team and we’ll find out on your behalf.Once your paperwork is authenticated, please mail your claim application to the FWD Head Office:FWD Customer Connect Center19/F W Fifth Avenue Building,5th Avenue corner 32nd Street,Bonifacio Global City,Taguig City 1634The Philippines

Question 7

Can somebody else file a claim on my behalf?

Accepted Answer

Yes. Please provide a Special Power of Attorney (SPA) document with your claim. This needs to include valid IDs for both of you.

Question 8

Can you send the claim check directly to me?

Accepted Answer

Yes, no problem. Please ensure you choose this option in your claim application. If not, and if you have an advisor (agent), we’ll send the check to them.

You may now also opt to avail of our credit to account payment option for a hassle-free claim experience.

Question 9

What if I submit my claim after 90 days of the event?

Accepted Answer

We are here to help. You can simply call us on +632 8888 8388 or email CustomerConnect.ph@fwd.com.

Question 10

How can I link my policy on the Omne app?

Accepted Answer

Download Omne by FWD hereSign up to create an accountGo to “FWD Insurance” tabLink your policy by entering your “Country” and “Customer ID”

Question 11

Where can I get my Customer ID?

Accepted Answer

We sent you an email and SMS informing you of your customer ID.Separately, you can log in to Customer Portal at www.fwd.com using your Tapp’s username and password if you’re a Tapp user. You can find your “Customer ID” under your name in the “My Profile” tab.

Question 12

How can I make my FWD payments?

Accepted Answer

Please head to the premium payments support page which is here and we’ll go over all the details.

Question 13

Can I change either how or when I pay my premium?

Accepted Answer

You can change your mode of payment to auto debit, auto charge or by paying in cash. You can also change how often you pay (payment frequency) to annual (once a year), semi-annual (twice a year), monthly or quarterly. You’ll need to request these changes via the policy change form. If you’re requesting to pay monthly, please fill out and submit an Auto Debit Arrangement (ADA) or Auto Credit Arrangement (ACA), depending on which is relevant for your preferred method.

Question 14

How do I get an official receipt?

Accepted Answer

You can view your official receipts via Customer Connect Portal. If not, please give us a call at +632 8888 8388.

Question 15

Where can I make a POS (Point of Sale) terminal payment?

Accepted Answer

We have POS (Point of Sale) terminals available at all FWD business hubs. Find your nearest FWD business hub here.

Question 16

What type of payments can be made via POS (Point of Sale) terminal?

Accepted Answer

The following payment types are available:Initial premium paymentRenewal premium paymentReinstatement payment

Question 17

What type of cards can be processed by the POS (Point of Sale) terminal?

Accepted Answer

Here’s a list of the cards we accept.Credit cards:VisaMastercardAmerican ExpressChina Union PayJCBDebit cards:Visa and MastercardATM Bancnet and Expressnet

Question 18

What type of ID should I bring to use the POS (Point of Sale) terminal?

Accepted Answer

We need three forms of valid ID before processing any payment:One primary ID – for example your passport or driver's licenceTwo forms of secondary ID – for example company ID or senior citizen ID

Question 19

Do you accept international cards for POS (Point of Sale) terminal payment transactions?

Accepted Answer

Yes. We accept Visa, Mastercard, and AmEx card payments but do note that we convert and use local currency for your payment (at the standard exchange rate). There may be limitation depending on your card provider.You can also wire the money or use a bank transfer.

Question 20

Can a family member pay on my behalf using my card?

Accepted Answer

Unfortunately, not. This is to protect your ID and data security. We do need the policy owner’s presence when using their card to pay for premiums.

Question 21

Can I use a family member’s card to pay for premiums via the POS (Point of Sale) terminal?

Accepted Answer

Yes. If you’re using another person’s credit card, we do need them to be there too.You can use the cards of the people listed below but you’d also need an authorization letter with a photocopy of your ID. Please note that financial advisors or financial solutions consultants are not allowed to use their cards to pay for customer premiums.GrandparentParentSiblingChildren (over 18)

Question 22

Who can I contact if I have questions on the POS (Point of Sale) terminal?

Accepted Answer

You can talk to our FWD Branch Executives at the POS (Point of Sale) terminal or email us at customerconnect.ph@fwd.com. You can also call us at +632 8888 8388.

Question 23

Is my policy eligible for Reinstatement?

Accepted Answer

If your policy status is lapsed, ETI/RPU, and on premium holiday between the 90-day to 3-year period, you can still reinstate your account.Lapsed, ETI/RTU, or on premium holiday policies that exceed the 3-year period are not eligible.

Question 24

How do I reinstate my policy?

Accepted Answer

There are different ways to reinstate your policy. You can do it online via our Customer Portal. You may also reach out to us through our CustomerConnect channels or process it offline with the help of your Adviser.

Question 25

Is there a minimum/maximum amount required to reinstate?

Accepted Answer

There is no minimum/maximum amount required but you have to do a full payment your premium balance in order to reinstate your policy.Note that reinstating via Customer Portal is only allowed for policies with up to Php 1,000,000 premium balance. Anything beyond this amount must be processed offline through Security Bank, BDO, BPI, Metrobank, and Unionbank

Question 26

How do I reinstate my policy if my premium balance is more than 1 million pesos?

Accepted Answer

1. Pay your premium balance through our partner banks - Security Bank, BDO, BPI, Metrobank, and Unionbank.2. If you haven't received a Health Statement form yet, you may download it here (insert link) and submit your fully-accomplished Health Declaration form via email at CustomerConnect.ph@fwd.com or submit your forms to your Financial advisors or at any of our Customer Connect Hub nearest you.

Frequently asked questions