Welcome to FWD
Welcome to our FWD family We would like to warmly welcome you to our family. Thank you for allowing us to take care of you and have a part in getting you ready to live life to the fullest. Poramasiri Manolamai Chief Executive Officer 1
Have fun with us Introducing you to our lifestyle application: FWD MAX An application that encourages you to get out there and live life to the max. By engaging in fun activities such as walking, running, cycling on a bicycle or motorbike, reading and eating, you can earn points to redeem for rewards ranging from movie tickets to restaurant discounts, free gifts and much more. Simply download FWD MAX and register to automatically receive 200 free points. Have fun with us For FWD customers, key in your national ID or passport number to activate your customer status: Receive another 300 free points* AND Receive 1 point for every 100 baht premium payment * Please note that points will be updated automatically in your account 1 day after activating your customer status. 2
3iService iservice, an online portal where you can manage your own policy You can view your policy information, pay premium or print your tax certificate. Simply register to use iservice in 3 easy steps.* 1. Go to our iservice.co.th website or scan the QR code below. Home page 2. Click on Register iservice, fill in your details, and click apply. 3. You will receive a temporary password via SMS. Log in to your iservice account to change your password for future access. SMS PASSWORD *If the account is not registered within 7 days after policy becomes effective, our system will automatically register your account and send you your Username & Password via SMS.
Contact us You can contact us via the following channels: FWD Call Center Tel.: 0 2632 6000 from 08:00-20:00 every day, including holidays Fax: 0 2632 2415 Head office: 130-132 Sindhorn Building Tower 3, 14th Floor, Wireless Road, Lumpini, Pathumwan, Bangkok 10330 Monday-Friday from 08:30 17:00 Branches nationwide: Search for branches at fwd.co.th/en/contact-us/ Email Send an email to iservice@fwd.co.th Facebook Send a message to FWD Thailand Facebook page Live chat on fwd.co.th Go to fwd.co.th, on the menu, click on the Chat Now icon 4Contact us
5Change policy information You can change your physical address, contact number or email address by yourself via these 2 channels: iservice Go to iservice.fwd.co.th and provide details for log-in Click on Update Contact to change your personal information Fill in the OTP sent via SMS to your contact number You can change your personal information such as first name, last name, occupation or others by following these 4 steps: Step 1 Step 2 Step 3 Step 4 Change policy information FWD Call Center Call 0 2632 6000 from 08:00-20:00 every day, including holidays Go to fwd.co.th, click on Support & Claims menu, then click below the Forms Download icon. Download the form Policy Owner Service form - Changes and Renewal Fill out the form Attach related documents/ official government papers verified with your signature Send documents via post to: POS Department, FWD Life Insurance Public Co., Ltd. 130-132 Sindhorn Building Tower 3, 14th Floor, Wireless Road, Lumpini, Pathumwan, Bangkok 10330
Pay premium You can pay your premium via these channels: iservice Go to iservice.fwd.co.th and provide details for log-in. Click on Premium Payment menu to pay with credit card (Visa or Mastercard) or LINE Pay Pay premium Bring your Bill Payment to an FWD branch to pay with credit card (Visa or Mastercard), cash, check or cashier check ATM Bring your Bill Payment to an ATM and pay by following directions on the screen Bring your Bill Payment to pay with cash at the following banks and service centers: TMB Bank Bangkok Bank Krungsri Bank Kasikorn Bank SCB Bank Government Savings Bank Pay with cash, amount not exceeding 30,000 Baht 7-Eleven Counter Service Thanachart Bank True Money Wallet App (fee waived) Pay with cash, amount not exceeding 49,000 Baht Big C, all branches nationwide Tesco Lotus, all branches nationwide Krungthai Bank mpay App AIS Shop, Telewiz and mpay station If you have any questions regarding payment, please contact FWD Call Center at 0 2632 6000 from 08:00-20:00 every day, including holidays 6
7File a claim Step 1 Step 2 Step 3 Step 4 File a claim Not using FWD Care Card Prepare supporting documents for filing a claim (list of documents can be found on pages 8-9) Request for claim form(s) by 1. Contacting the insured s agent OR 2. Contacting FWD head office or any FWD branch across Thailand OR 3. Downloading the form via fwd.co.th Go to fwd.co.th, click on Support & Claims menu, then click on the relevant claim subject under General Claims and download the form inside the page OR click below the Forms Download icon to access all forms Fill out the form(s) Submit claim documents by 1. Passing them to the insured s agent OR 2. Submitting them at FWD head office or any FWD branch across Thailand OR 3. Sending them via post to: Claims Department, FWD Life Insurance Public Co. Ltd. 130-132 Sindhorn Building Tower 3, 14th Floor, Wireless Road, Lumpini, Pathumwan, Bangkok 10330 (Once FWD receives all required information & documents, FWD will process the claims request within approximately 7 working days.) File a claim 7
Supporting documents for filing a claim Death claim The beneficiary should prepare the following documents: File a claim Required documents: 1. Filled-out Death Claim Form 2. Original medical certificate 3. Original death certificate & certified copy 4. The insured s original ID card & certified copy 5. The insured s original house registration certificate with a death stamp from a local registrar 6. The beneficiary s original ID card & certified copy 7. The beneficiary s/beneficiaries original house registration certificate & certified copy Natural death (health/sickness) Non-natural death (accident/others) Death of premium payer or Beneficiary is a youth 8. The insured s Confirmation of Status and Consent with Agreement to follow the Foreign Account Tax Compliance Act (FATCA) of the United States of America 9. Life insurance policy booklet or Personal accident policy booklet & care card 10. The insured s debt obligation document on date of death (if the beneficiary is the creditor on behalf of the bank or financial institute) 11. Others such as evidence of legal name change, marriage registration, etc. 12. Copy of autopsy report 13. Copy of daily report from Royal Thai Police, certified by a police officer or death report from newspaper 14. Letter of consent & authorization with the beneficiary s signature 5 copies if death is within 6 months after policy effective date 3 copies if death is between 6 months to 2 years after policy effective date 15. Copy of ID card of legal guardian (if legal guardian is not the mother or father, please submit a copy of court order of guardianship) - - - - 8
File a claim Supporting documents for filing a claim Other claims Please prepare the following documents: Required documents: 1. Filled-out Health Claim Form 2. Medical certificate 2.1 Original medical certificate 2.2 Medical certificate in Company form template 3. Original receipt(s) or summary of medical expenses in case of in-patient treatment 4. Medical history and examination reports such as lab test result, CT scan result and pathology report 5. In case of bone fracture, certified film interpretation and diagnosis 6. Daily report from Royal Thai Police, certified by a police officer (if available) 7. Full-body photo of the insured 8. Copy of bank book or passbook (if you prefer bank transfer instead of check) Health/sickness Accident Critical Illness Disability - - - - - - - - - - - - - - - - - You can file an online claim for other riders such as Hospital Cash Income Benefit (HB) and Accidental Indemnity (AI). Go to fwd.co.th, click on Support & Claims menu, then click on the subject you want to file a claim for. 9
Out-patient File a claim Using FWD Care Card File a claim Present your FWD Care Card along with your ID card before receiving treatment Receive treatment The hospital directly charges the company and you do not have to make any payment (except for charges exceeding policy coverage or exceptions outlined in policy) In case of accident, if you have purchased Accidental Indemnity (AI) Rider, we will provide benefits as agreed in the policy once we receive an invoice from the hospital you do not need to submit a Health Claim form. In-patient Present your FWD Care Card along with your ID card before receiving treatment Once the doctor decides you need to be admitted as an in-patient, the hospital will contact FWD Claims Department to request for permission to use the FWD Care Card. You do not have to make any payment after treatment (except for charges exceeding policy coverage or permission denied) Receive treatment In case of accident or emergency, you will receive treatment immediately before the standard permission request process If you have purchased riders such as Hospital Cash Income Benefit (HB) and Accidental Indemnity (AI) Riders, we will provide benefits as agreed in the policy once we receive an invoice from the hospital you do not need to submit a Health Claim form. If you forget to bring your FWD Care Card or are denied permission for in-patient treatment, you can review the steps to File a claim (not using FWD Care Card) on page 7. You can view our network hospitals & clinics on fwd.co.th, click on Support & Claims and View All Hospitals. 10
FWD Life Insurance Public Company Limited 130-132 Sindhorn Building Tower 3, 14 th, 16 th, 27 th, 28 th and 29 th Floor, Wireless Road, Lumpini, Pathumwan, Bangkok 10330