Frequently asked questions
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Some of the questions you might have and answers you might need.
All FAQs
Please refer to our premium payment methods.
Yes, we provide a 30-day grace period from the premium due date.
Yes, that’s no problem. Please complete and submit the "Special Arrangement of Premium Payment Application Form" to us so we can give prior approval (for security reasons and to protect your account).
Yes. And remember, we also offer a 30-day grace period.
Please refer to our premium payment methods.
Yes, we provide a 30-day grace period from the premium due date.
Yes, that’s no problem. Please complete and submit the "Special Arrangement of Premium Payment Application Form" to us so we can give prior approval (for security reasons and to protect your account).
Yes. And remember, we also offer a 30-day grace period.
Yes. The quickest and easiest way is to download our app, FWD Moments. Find out more here. You can also send in a claim by post. For advice and support, please call our Service Hotline on +852 3123 3123.
This depends on the type of cover you have. The fastest and easiest way to make a claim is through FWD Moments, our fast and easy app. Through FWD Moments, you can file a claim and for some plans, get paid instantly. Find out more here.
This depends on the plan that you have. Please refer to the hospitalisation claim process on our website.
All claim forms should be signed by the policyholder.
The exceptions are loss of life (death) claims which need to be applied for by the beneficiary. Details can be found on the claims section of our website.
If the policyholder is also the insured person and is unable to sign the claim form, a close relative can complete the form on behalf of the policyholder. If this is the case, please advise us and state the relationship on the claim form. We sometimes request proof of this relationship.
Ordinarily, all claim payments will be made in the policy currency. Upon request, a US dollar policy can be paid in Hong Kong dollars.
The Common Reporting Standard (“CRS”) is a standard for the Automatic Exchange of Financial Account Information (“AEOI”) between participating jurisdictions to enhance tax transparency and fight against cross-border tax evasion.
The Automatic Exchange of Financial Account Information (“AEOI”) is a new system that involves the transmission of financial account information from Hong Kong to an overseas tax jurisdiction with which Hong Kong has entered into an AEOI agreement.
To identify reportable persons, if you purchase insurance policy from FWD Life Insurance Company (Bermuda) Limited (“FWD”) on or after 1 January 2017, FWD will require you to provide a self-certification form to confirm your tax residency. If your insurance policy was purchased before 1 January 2017, FWD will identify your tax residency based on your existing account information. If necessary, FWD will ask you to provide a self-certification to confirm your tax residency.
Individuals or entities who hold financial accounts with FWD and are liable to tax by reason of residence in the AEOI participating jurisdictions are reportable persons. Financial account information of reportable persons will be furnished to the Inland Revenue Department (“IRD”) and IRD will then transmit the information to the tax administration of the relevant jurisdiction of which the account holder is tax resident.
A self-certification is a formal declaration that the account holder makes in connection with his/her tax residence. An account holder is required to make a formal declaration when he/she is applying for an insurance policy and/or the account holder has subsequent changes in circumstances and/or when FWD has doubt about your tax residence. A beneficiary is also required to make a formal declaration when he/she is submitting a death claims.
After policy issuance, you can login to FWD Moments to check your policy document and edit your personal information.
After submitting your online application, you will receive a confirmation email with policy reference number. You are also welcomed to contact us at 3123 3338 to learn about your application status.
Please contact our financial advisor at 3180 0658 for further assistance.
You would need your HKID card and credit card for online payment during application.
To support the financial independence of the Insurance Authority (IA), starting from 1 January 2018, a levy on insurance premiums will be collected from policy holders through insurance companies. The levy rate in the first phase will be 0.04% of the insurance premium and there will be a levy cap. Policy holders must pay the levy in accordance with the law. The insurance levy applies to new business and inforce policies with premium payment of both life insurance and general insurance policies. However, reinsurance business, policies underwritten by authorized captive insurers, and marine, aviation and goods-in-transit business are exempt from the levy.
If a policy holder refuses to pay the required levy, the Insurance Authority (IA) may impose on the policy holder a pecuniary penalty of up to HKD5,000. The IA may recover the outstanding levy as a civil debt due to it.
As stipulated in the Insurance (Levy) Regulation, policy holders must pay the levy through insurance companies.
Premium and levy payable will be separately shown in the premium notice and premium reminder to facilitate the policy holder to arrange payment. A levy statement, which shows the details of levy payment, will also be available for the policy holder upon request.
All life insurance policies are subject to the levy. Except for marine, aviation and good-in-transit business of general insurance, general insurance policies are also subject to the levy. Group life insurance policies with medical protection offered by employers will be subject to the levy cap for general insurance policies.
You can either download our app FWD Moments or complete the "Policy Services Request Form".
Please follow the instructions in the form for details on how to send it back.
Please follow the instructions in the form for details on how to send it back.
Please complete and submit the "Policy Services Request Form". Note that we charge an administration fee of HK$100.
We’d love to welcome you back as a customer. Please fill in Part B of the "Policy Services Request Form" You’ll need to pay any arrears (outstanding payments) which may include a small amount of interest (click here for payment methods). Submit the form, together with a proof of address (dated within the last three months) plus a copy of your identity card.
Yes you can. Please complete and submit the "Policy Services Request Form" together with a copy of your identity card and proof of address (dated within the last three months). All being well, this will take around five working days to process.
You can also bring the required documents to one of our Insurance Solutions Centres for our “Quick Cheque Issuance Service”. Your request will be processed within two working days.
Here’s how it works: You can apply for cash coupons or dividends as well as a loan from your policy (this would be payable by cheque).
This can be done at our Insurance Solutions Centre in Sheung Wan Monday-Friday from 9am-12pm and 2pm-5pm..
The maximum withdrawal is HK$100,000 per day per policy.
Your application via our other Insurance Solutions Centre will be processed within two working days.
FWD Moments is our customer app, designed so that you have everything you need, all in one place. Think of it as a customer service hub with lots of added extras. The app is available to download on your mobile device. It’s fast and completely free to download.
Yes, it does. If you’ve already registered with eServices, you now need to update and upgrade to FWD Moments. You can download FWD Moments via the App Store / Google Play and use the exact same user name and password. Our smart technology will then migrate all your details over to FWD Moments. Please note that your eServices biometric ID (face and finger print) won’t carry over so you’ll need to re-do these when you register.
Not at all. If you’re happier managing your insurance as you’ve always done so, that’s fine by us. However, do bear in mind that FWD Moments has been designed to create a simpler, faster and smoother insurance experience – whether that’s paying your renewal premium, updating your details, or (if your plan is eligible) making a claim. Registering is fast and completely free.
This is what’s known as biometric set-up and involves finger and face ID. It’s optional and simply an extra layer of security designed to keep your data safe. It means that only you can access your account and your account can only be accessed on the devices you choose and trust.
This is something we’re very excited about! Our smart technology uses algorithms and smart technology to ensure we can pay and process certain claims in (quite literally) seconds. This includes FWD life insurance personal accident claims and hospitalisation claims up to HK$5,000 and HK$50,000 respectively. As part of this we use text reading technology to read and validate receipts and other documentation. Your data and personal information is always kept secure and totally safe.
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© Copyright 2023 FWD Life Insurance Company (Bermuda) Limited
(Incorporated in Bermuda with limited liability). All rights reserved.
(Incorporated in Bermuda with limited liability). All rights reserved.