1. Home
  2. Claims & Support
  3. Frequently Asked Questions

Claims

  • What information do I need to report a Death Claim?

  • When reporting a claim, please provide us the following: Policy Number, Name of Insured and Owner, Date of Death, Cause of Death, Place of Death, and Contact Details. You may call Customer Connect +632-888-8388 or email us at CustomerConnect.ph@fwd.com for assistance.

  • Am I qualified to file a Claim? Who is qualified?

  • For a Death Claim, the order of eligibility is ranked as: [1st] Primary Beneficiary (or the main recipient of death benefit) or Contingent Beneficiary (only entitled if no Primary Beneficiaries survive the Insured), [2nd] Owner (if no designated living beneficiaries), [3rd] Substitute Beneficiaries (if no designated living beneficiaries and Owner), and lastly, the Estate (if none of the above).

  • I want to file a claim. What are the requirements?
  • Please click here for a summary of the Claims process. You may also call Customer Connect at +632-888-8388 if you have additional questions.
  • Do I need to submit the original Claim documents?

  • Yes, only original Claim documents will be accepted. You may submit all documents to our Customer Connect Centre or FWD Branch Offices, or through your Financial Wealth Planner and Financial Solutions Consultant. For the list of offices, please click here. You can also forward a soft copy of the documents to ClaimsConnect.ph@fwd.com so we can start to assess your claim.

  • Can a minor beneficiary file a claim?

  • Yes, the minor beneficiary can file a claim but he must be represented by a Legal Guardian or appointed Trustee who must also accomplish and submit the required forms. Click here to see list of Death Claim requirements.
  • How do I receive the death claim benefit?
  • Please click here to see the procedure of claims release.
  • I have the Claim forms and documents ready. When should I file the Claim?
  • Please click here to see the submission timeline.
  • But I’m overseas. Can I still apply for a Claim?
  • Yes, you can. Just mail your claim application to our office here. Please remember that documents coming from abroad require the Philippine Consular Office’s authentication first. You simply need to bring all your claim documents to the Philippine Consular Office in your location to get them authenticated.
  • Can a representative transact on my behalf?
  • Yes, the representative may. Please provide a Special Power of Attorney (SPA) with the Claim requirements, including valid identification for both beneficiary and representative.
  • Can I request that my Claim check be sent directly to me?
  • Yes, Claim checks can be delivered directly to the beneficiary. Please make sure that you provide this option during your Claim application. For more information, you can call Customer Connect at +632-888-8388.

Policy / Policy Service

  • How do I register in the Customer Connect portal?
  • Go to the Customer Connect Portal and click on ‘New User. After you type in your details a security code will be sent to your mobile number. Nominate your username and password and you’re good to go! If you’re overseas, please call our Customer Connect team at +632-888-8388 and a Customer Connect Executive will be happy to help you.
  • I’m having trouble registering. Who can I speak to?
  • If you’re having technical problems or need support, you can call us at +632-888-8388 or email CustomerConnect.ph@fwd.com
  • I have questions about my policy. Who can I talk to?
  • There are many ways to get in touch with us. Find your preferred channel here.
  • I need to file and report a claim.
  • Please visit the Claims for more information regarding the processes involved. You can also read the Claims FAQ section of this page.
  • How do I increase or decrease my life coverage?
  • Kindly submit the Policy Change Form (dated, signed, witnessed), Health Statement Form and Policy Contract (if policy is rewritten) to our offices, along with the payment of the premium difference. You can find all of them in the Forms page. Remember, an increase is allowed within one (1) year from effective date. A reduced coverage will require assignees or irrevocable beneficiaries’ consent.
  • I want to change my billing method and frequency.
  • Please submit a new Auto Debit / Charge Form and completed Policy Change Form (dated, signed, witnessed) with the desired frequency and mode of payment. Remember, the new frequency should conform to the cycle of the original mode of payment. For example, a quarterly schedule may be changed into an annual schedule on the policy’s anniversary date.
  • I need to update my contact details. How can I do this?
  • If you’ve already registered online, you can easily update your contact information via our Customer Connect Portal. If you haven’t, feel free to call our Customer Connect hotline (+632-888-8388) and we’ll be glad to update it for you.
  • My Policy Pack is damaged / lost. Can you send me a duplicate?
  • You may access your policy contract anytime, anywhere via our Customer Connect Portal. However, if you’d like to receive a physical copy, FWD can send you a duplicate policy upon submission of the following: Notarized declaration of Lost Policy Contract, Certification from the municipality, the damaged policy contract (if possible), processing fee of Php200 (if certification from municipality is included, the fee may be waived), and Photocopy of Owner’s valid ID (with signature). Forms may be downloaded here.
  • I want to change my beneficiaries. How do I do that?
  • You may do so upon submission of two (2) copies of the Policy Change Form (dated, signed, and witnessed) to our offices. Remember, your new form will erase your previous beneficiaries so be sure to designate whether a beneficiary is revocable or irrevocable. If your current beneficiary is irrevocable, please have him sign the form; if you’re designating your spouse as a new beneficiary, please provide a marriage contract; if your intended beneficiary is a minor, please name a Trustee on the form, along with a notarized Trust Deed Form.

Premium Payment

  • What are the payment facilities available at FWD
  • Currently, FWD has the following payment facilities available:

    For CASH Transactions: 

    1. Over the Counter (OTC) Cash and Check payments to Partner Banks - BPI, BDO, MBTC and SBC
    2. Post Dated Check (PDC) for monthly mode of payment

    For CARD Transactions: 

    1. POS Terminal payment at any FWD Branches nationwide, for Credit and Debit Cards
    2. Enrolment on Auto Debit Arrangement (ADA) via our Bank Partners
    3. Enrolment on Auto Credit Arrangement (ACA) via our Bank Partners

    For ONLINE Transactions: 

    1. Via Dragonpay online for initial premium payment
    2. Via Dragonpay offline for renewal premium payment
    3. Via Online Banking through our Partner Banks
    4. Via Bancnetonline payment facility

  • What payment options are available when paying for Initial Premium?

  • For Initial Premium Payment regardless of the payment mode the following facilities are available:

    1. Via Dragonpay online
    2. Via Bancnetonline
    3. Via Over the Counter (OTC) Cash Payment through our Bank Partners
    4. Via POS Terminal payment facility at any FWD Branches nationwide
    5. Via Post Dated Check (PDC)

  • What payment options are available when paying for Renewal Premium?
  • For Monthly Mode, the following payment facilities are applicable: 

    1. Via ADA and ACA Enrolment
    2. Via Post Dated Check (PDC)

    For Quarterly, Semi-Annual, and Annual Mode, the following payment facilities are available: 

    1. Via Dragonpay offline
    2. Via Bancnetonline
    3. Via Over the Counter Cash (OTC) Payment through our Bank Partners
    4. Via POS Terminal payment facility at any FWD Branches nationwide
    5. Via ADA and ACA Enrolment

  • How will I use the Bancnetonline Payment Facility?
  • 1. Go to Bancnetonline wesite at https://www.bancnetonline.com/BancnetWeb/login.do 

    2. There is a 2 Step Process in order for you to be able to use Bancnetonline payment Facility.
    > Step 1 - Follow the User Registration Process on the Log In Page
    > Step 2 - Once successfully registered, next step is to register and go to "Add ATM" process

  • When paying over the counter, what bank slip should I use to pay my premiums?

  • When paying your premiums, be sure to use the Bills Payment Slip under the merchant "FWD Life Insurance Corporation". For the initial payment, please use the 13 Digit Application Reference Number. For subsequent payment, indicate the payment code (03) + your 8-Digit Policy Number.

  • Do I get an Official Receipt? How?

  • Official Receipt are sent to you depending on your chosen mode of delivery as chosen in your Application for Insurance. You can also access your Customer Portal to view all your official receipts anytime. Just visit our website at www.fwd.com.ph, click Log In, and choose customer connect. You may also consult your Finacial Wealth Planner/Financial Solutions Consultant or call our Customer Connect Hotline at 632 888 8388 from 8am to 8pm,  for further assistance in your customer portal registration. 

POS Terminal

  • Where can I transact for POS Terminal Payments?
  • POS Terminal is set up in all FWD Branches nationwide. You can refer to FWD website for detailed location of FWD Branches.
  • 2. What type of payments can be made via POS terminal facility?
  • The following payment types are available
    1. Initial Premium Payment
    2. Renewal Premium Payment
    3. Reinstatement Payment
    4. Regular Top Up Payment
  • What type of cards can be processed by POS terminal?
  • For Credit Cards: 

    1. Visa
    2. Mastercard
    3. JCB
    4. China Union Pay 

    For Debit Cards: 

    1. Visa and Mastercard Debit Cards
    2. ATM Bancnet and Expressnet 

    ** Please note that for AMEX cards, this is only be applicable for Auto Credit Arrangement (ACA)

  • What type of identification do I need need to bring to pay using the POS terminal?
  • One (1) primary or two (2) secondary valid IDs will be requested before processing the payment
  • Do you accept credit card payment for Single Premium (All Set & All Set Higher) and Adhoc Top-ups?
  • No. At this time, we can only accept debit cards for Single Premium insurance products.
  • Do you accept international cards for POS terminal payment transactions?
  • Yes, we accept international cards, but we will be using the local currency upon swiping for payment.
  • Can I request a family member to pay on my behalf and bring my card to an FWD branch office to pay for my premium?
  • We require the policyowner’s presence when using his/her card to pay for premiums.
  • Can I use the card of my relative when paying premium via POS terminal?
  • The existing guidelines on acceptable relationships will be followed: 

    1. Grandparents
    2. Parents
    3. Sibling
    4. Children
    5. Uncle and Auntie with notarized affidavit of relationship and authorization
    6. Fiance/Fiancee with notarized affidavit of relationship and authorization
    7. Guardian with notarized affidavit of relationship and authorization
    8. Employer for household staff with notarized affidavit of relationship and authorization 

    **If the payor is not with the policyowner, an authorization letter with a photocopy of policyowner's ID must be presented.
    **Agents are not allowed to use their cards to pay for their client's premium.

  • Who can I contact if I have questions on payment using the POS terminal?
  • You can reach out to any FWD Branch Executive nationwide or email us at premiumconnect.ph@fwd.com. You can also call our Customer Connect Hotline at (02) 888 8388, from 8am-8pm. 

Bancnet Online

  • What are the list of banks particpating in Bancnet Online? These are banks whose cards are allowed to be used in Bancnet Online.

  • List of particiapting bank is as of October 2017. 

    1. Asia United Bank
    2. BPI Direct BanKo
    3. CTBC Bank
    4. CityState Savings Bank
    5. DBP
    6. Enterprise Bank
    7. Entrepreneur Bank
    8. Equicom Savings Bank
    9. MASS SPECC
    10. PBCom
    11. Pacific Ace Savings Bank
    12. Phil Postal Savings Bank
    13. Philippine Veterans Bank
    14. Philtrust
    15. Streling Bank of Asia
    16. Sun Savings Bank
    17. Tiaong Rural Bank

  • What are the benefits of paying through bancnetonline?
  • 1. No need to go to payment centers
    2. Available 24/7
    3. No more long queues
    4. Does not require bill enrolment
  • How will I use the Bancnetonline Payment Facility?
  • 1. Go to Bancnetonline wesite at https://www.bancnetonline.com/BancnetWeb/login.do 

    2. There is a 2 Step Process in order for you to be able to use Bancnetonline payment Facility.
    > Step 1 - Follow the User Registration Process on the Log In Page
    > Step 2 - Once successfully registered, next step is to register and go to "Add ATM" process

  • How to Pay using Bancnetonline Payment Facility?
  • 1. Log into your Bancnet online
    2. Click your Bank Logo in the Homepage
    3. Select "Bills Payment" in the list of transaction Type
    4. Select One Time Pin (OTP) Channel and Click Send OTP
    5. Enter your 6 Digit OTP and click Submit
    6. At the Payment Page, please provide payment information as required by Biller 

    > Biller - FWD Life Insurance Corporation
    > Account Number - (03) + your policy number
       - 03 + your Policy number for renewal payment
       - 11 Digit Application Reference Number  for Initial Premium
    > Details of your Bank
    > Payment Amount 

    7. Once Payment information is completed, click Submit
    8. On the confirmation page, please review the payment details, and click "Ok" to confirm.
    9. View or Print Successful Confirmation of Payment

  • How will I know if my payment via Bancnet was successful?
  • > For payment made via Bancnetonline, turnaround time (TAT) of payment posting is within 1-3 days.
    > For your record, you can save a copy of successful payment and use it when making a follow up
    to our premium connect team.
  • Who can I reach out if I have encountered payment problems using Bancnetonline?
  • > For Debit related problems, please coordinate directly to your respective servicing Banks.
    > For payment crediting queries, you can email us at premiumconnect.ph@fwd.com or you may also call our Customer Connect Hotline at 632 888 8388 from 8am to 8pm, Monday to Friday.

Let us learn about your needs

Customer Hotline

+632 888 8388