Support

We’re here to help every step along the way

Find a form

01

Change contact information

Address, Phone number, Email
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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Change contact information’, then select the relevant policy.

3

Step 3

Select the information you want to change, click ‘Next’ after you finish making edits.

4

Step 4

Review the details and click ‘Submit’.

02

Change personal information

Name, Nationality, Identity document number, Date of birth, Gender, Martial status
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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick the relevant service item(s), and click ‘Next’ to proceed.

4

Step 4

Enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

5

Step 5

Review the details and click ‘Submit’.

03

Update other personal information

04

Change beneficiary

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Change beneficiary’, then select the relevant policy.

3

Step 3

Enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

4

Step 4

Review the details and click ‘Submit’.

05

Request for policy copy

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Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick “Duplicate Policy” and click ‘Next’ to proceed.

4

Step 4

Choose how you want to receive the copy of your policy. Please note: A fee of HK$100 will be charged for this service.

5

Step 5

Review the details and click ‘Submit’.

06

Policy holiday / Premium holiday

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick the relevant service item(s), and click ‘Next’ to proceed.

4

Step 4

Enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

5

Step 5

Review the details and click ‘Submit’.

07

Change other policy contract content

08

Policy transfer/reinstatement application

09

Change investment choice allocation

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Change of investment choice allocation’, then select the relevant policy.

3

Step 3

Once you acknowledge reading and agreeing to the disclaimer, click 'Confirm'.

4

Step 4

Enter new allocation as indicated on the page, click ‘Next’ when it’s done.

5

Step 5

Preview the details and click ‘Confirm’ to submit your changes.

10

Switch investment choice

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Investment choice switching’, then select the relevant policy.

3

Step 3

Once you acknowledge reading and agreeing to the disclaimer, click 'Confirm'.

4

Step 4

View the existing allocation, then click ‘Next’.

5

Step 5

Select switch-in investment choice as indicated on the page, click ‘Confirm’ to submit.

6

Step 6

Review the details and click ‘Submit’.

11

Investment choice withdrawal

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Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick “Investment Choice Withdrawal,” and click ‘Next’ to proceed.

4

Step 4

Select and enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

5

Step 5

Review the details and click ‘Submit’.

12

Change other investment choices

13

Policy maturity

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick ‘Policy Maturity’, and click ‘Next’ to proceed.

4

Step 4

Enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

5

Step 5

Review the details and click ‘Submit’.

14

Policy value withdrawal

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘Submit policy service form’, then select the relevant policy.

3

Step 3

Tick ‘Withdrawal of Policy Value’, and click ‘Next’ to proceed.

4

Step 4

Enter the required information and upload required document(s) as indicated on the page, then click ‘Next’.

5

Step 5

Review the details and click ‘Submit’.

15

Dividend / Coupon options

Fill in the relevant form(s) below and submit the physical form(s) and required document(s).
16

Acknowledge new policy

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1

Step 1

Log in to your FWD eServices account, select ‘Update policy information’.

Log in via:

2

Step 2

Select ‘eAcknowledgment’.

3

Step 3

Select the relevant policy.

4

Step 4

Preview the policy information and click ‘Acknowledge Receipt of Policy Document’ to confirm.

17

Group Insurance - change employee information

Fill in the relevant form(s) below and submit the physical form(s) and required document(s).