Question 1

How do I pay my premiums?

Accepted Answer

Please refer to our premium payment methods.

Question 2

Can I pay my premium if the due date has passed?

Accepted Answer

Yes, we provide a 30-day grace period from the premium due date.

Question 3

Can I have a third party pay the premium on my behalf?

Accepted Answer

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).

Question 4

My premium is due tomorrow. Can I use the PPS bill payment service?

Accepted Answer

Yes. And remember, we also offer a 30-day grace period.

Question 5

Can I apply for a claim while I am overseas?

Accepted Answer

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.

Question 6

How do I file a claim?

Accepted Answer

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.

Question 7

What documents do I need for filing a hospitalisation claim?

Accepted Answer

This depends on the plan that you have. Please refer to the hospitalisation claim process on our website

Question 8

Who should sign a claim form?

Accepted Answer

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.

Question 9

Can I ask for my claims payment to be in a different currency?

Accepted Answer

Ordinarily, all claim payments will be made in the policy currency. Upon request, a US dollar policy can be paid in Hong Kong dollars.

Question 10

Can I ask for my claim cheque to be sent directly to me, not via my agent?

Accepted Answer

Yes. Simply let us know by calling our Customer Engagement team on 3123 3123. If not, it will be processed via your agent.

Question 11

Can I upgrade my hospital accommodation from what is covered in my policy?

Accepted Answer

Please call us and we can discuss your options in advance. If you’re already claiming and the hospital accommodation is outside the benefit class covered by your policy, we may make an adjustment to the claim settlement.

Question 12

Do I have to pay for my medical report fee?

Accepted Answer

Yes. If your attending doctor charges you for the report, you will be responsible for the payment.

Question 13

What is Common Reporting Standard?

Accepted Answer

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.

Question 14

What is the Automatic Exchange of Financial Account Information?

Accepted Answer

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.

Question 15

How does CRS affect new and pre-existing customers?

Accepted Answer

To identify reportable persons, if you purchase insurance policy from FWD Life Insurance Company (Macau) Limited 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.

Question 16

Who will be the reportable persons under AEOI?

Accepted Answer

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.

Question 17

What is a self-certification?

Accepted Answer

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.

Question 18

What information does reporting financial institution collect and report?

Accepted Answer

In general, information including your name, address, tax identification number, date of birth, place of birth, jurisdiction to which the information is reportable, policy number and the account balance or value as of the end of the calendar year of financial accounts held by reportable persons will be collected by reportable financial institution and reported to IRD.

Question 19

Why am I asked to provide my tax residency in the self-certification?

Accepted Answer

Under the Inland Revenue (Amendment) (No. 3) Ordinance 2016, reporting financial institutions are required to apply the due diligence procedures to identify the tax residency of the account holders and controlling persons for the purpose of AEOI. Therefore an account holder is required to provide his/her tax residency to a reporting financial institution.

Question 20

What should I do if there are changes in circumstances affecting my tax residency?

Accepted Answer

You are required to advise the reporting financial institution of any change in circumstances which affects your tax residency and provide the reporting financial institution with a suitably updated self-certification form within 30 days of such change in circumstances.

Question 21

Which countries are AEOI participating jurisdictions?

Accepted Answer

There are more than 100 countries or jurisdictions committed to the AEOI including China, Macau, United Kingdom, Japan, Korea, Australia, New Zealand, etc. You may refer to the OECD CRS portal for the complete list of participating jurisdictions.

Question 22

How do I get more information and advice?

Accepted Answer

For more details, you are advised to visit the IRD website or the OECD website or contact your tax advisor.

Question 23

How can I change my contact information?

Accepted Answer

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.

Question 24

How do I get a copy of my insurance contract?

Accepted Answer

Please complete and submit the "Policy Services Request Form". Note that we charge an administration fee of HK$100.

Question 25

My policy has lapsed but I’d like to reactivate it. How do I go about this?

Accepted Answer

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.

Question 26

Can I withdraw any dividends that are attached to my policy?

Accepted Answer

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.

Question 27

Can you tell me about your “Quick Cheque Issuance Service”?

Accepted Answer

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.

Question 28

What is the exchange rate of an individual insurance policy?

Accepted Answer

For details, please refer to the exchange rates here.

Question 29

Can you tell me about participating policies?

Accepted Answer

This refers to a life insurance policy that gives customers what’s known as ‘dividend’ payments.Our participating policy has five main features:Guaranteed loss of life (death) benefit along with other payable benefits Guaranteed cash value offered for loan or upon surrenderGuaranteed cash coupons at certain designated timesNon-guaranteed dividends every yearNon-guaranteed cash bonuses paid upon certain events, such as loss of life, policy surrender, policy maturity, or when your policy has been active for a certain length of timeSome features are only applicable to in-force plans - i.e. plans that are active.

Question 30

What is your dividend / bonus declaration policy?

Accepted Answer

Please refer to the full details here.

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