Bayanihan 2 Act Payment Guidelines

  • What does the 60-day extension on grace period mean?

  • You are given 60 days from due date to pay your premiums from September 15 to December 31, 2020. During this period, you will continue to enjoy the protection and benefits of your life insurance plan.  
  • I am currently enrolled in Auto Debit Arrangement (ADA), Auto Charge Arrangement (ACA) and Post-Dated Cheques (PDCs). What will I do?
  • For your convenience, we will continue to charge the premium on the due date. However, with the implementation of Bayanihan 2 Act, you need to inform FWD and signify your request for the charging of your accounts to be put on hold:

    Kindly inform us for at least five days before your due date via the following 24/7 Channels:

    • Call us at (02) 8888 8388 and speak to our customer connect team
    • Live Chat through FWD Tapp or FWD website
    • Email us at customerconnect.ph@fwd.com 
    To resume your premium charging, please inform us for at least five days before the end of the 60-day grace period.

    Once reactivated, your ADA/ACA enrolled policies will resume charging the previous premium dues. PDC transactions will be coordinated with our bank partners for the resumption of charging.



  • Will I be charged with interest during the 60-day extension of the grace period?
  • In line with the Bayanihan 2 Act, there will be no interest charges or penalties that will be applied during the application of 60-day extension of the grace period.

  • I have existing policy loans, will these be covered by the Bayanihan 2 Act?
  • All policy loans defined as cash advance on the cash value of the life insurance policy are excluded from the Bayanihan 2 Act. 
  • Will I continue to receive billing notifications?

  • Yes, reminders will continuously be sent to you via email and SMS. Please disregard any overdue billing reminder during the availment of the 60-day grace period.
  • I missed paying for my premium after the 60-day grace period. What are my other options?
  • At FWD, we look for ways to make things easier for you. This is why we are providing an auto reinstatement period for 30 days more. During this period, policies whether lapsed or on premium holiday, may be reinstated without interest charges and requirements subject to payment of all previous premiums. 

Business Hub Operations

  • Are FWD Business Hubs open during the General Community Quarantine (GCQ)?

  • All FWD Business Hubs are ready to serve our customers from Mondays to Fridays, 9:00 am to 2:00 pm.:

    • Alabang
    • Angeles, Pampanga
    • Baguio
    • BGC, Taguig 
    o MDI Corporate Center
    o Del Rosario Law Center
    • Binondo
    • Cebu Business Hubs 1 & 2
    • Davao Business Hubs 1 & 2
    • Imus, Cavite
    • Malolos, Bulacan
    • Ortigas
    • Pacific Star, Makati
    • Santiago, Isabela

    Our two Business Hubs in Northern Mindanao - Cagayan de Oro and Valencia City-Bukidnon are operating from Mondays to Fridays, 9:00 am to 3:00pm.

    Please note that Point-of-Sale terminal transactions will not be available in our Isabela Business Hub. We shall keep you informed as it resumes soon.

    For additional support, contact your FWD Financial Advisor, email us at CustomerConnect.ph@fwd.com, or reach us via 24/7 LiveChat at fwd.com.ph.

    To conveniently stay up-to-date with your policy status and benefits, please download FWD Tapp on App Store for iOS and Google Play for Android.

Communication Channels

  • How can I contact FWD?
  • You may reach us via email at CustomerConnect.ph@fwd.com or via LiveChat, accessible through this website and FWD Tapp. As a precautionary measure to ensure the safety of our employees, we have temporarily suspended our hotline. In spite of this, we are here for you 24/7 via our other communication channels.

    To conveniently stay up-to-date with your policy status and benefits, download FWD Tapp on App Store for iOS and Google Play Store for Android. For questions on how to log in, reach us via LiveChat at fwd.com.ph.


Product Purchase and Inquiry

  • How can I have a copy of my policy contract given during the General Community Quarantine?
  • During GCQ, all land, air, and sea transportation are currently restricted. But don’t worry, a digital copy of your policy contract can be accessed via FWD Tapp. Find it in “My Tapp Services” under “Policy Documents”.

  • How can I buy a life insurance plan from FWD during GCQ?
  • To guarantee the health and safety of our customers, we have enabled our agents to present products remotely. If you’d like to be connected with an FWD Financial Advisor, please click here 

    You may also buy insurance through shop.fwd.com.ph. Our products online are: KanMend which protects you against 42 covered critical illnesses, KanLive which covers for death, and KanGuard which covers accidents and terrorism.



Claims

  • How can I file for my claims during the GCQ?


  • For your convenience, here are a few simple steps to file for your claims online:

Investments

  • How do I make Variable Unit-Linked (VUL) fund transactions for my investments?

  • The processing of your Variable Unit-Linked (VUL) Funds is business as usual and fully operational. You may contact FWD Financial Advisors for more details.

Payment and Billing

  • How do I pay my premiums during the GCQ?
  • Our payment services continue to be available via:

    • FWD Tapp online payment using your debit/credit card, or GCash

    • MOTO Facility Cardless Swiping
     

       There are two (2) ways to pay via MOTO:

        1. Via Auto-Charge Arrangement (ACA) form

        2. . Via email without ACA form; and or policies with same policy owner and credit cardholder subject to the following requirements. 

        Subject: MOTO Application No./Policy No. <indicate Policy No.>

    Information needed:
    a. Request to charge:
    b. Amount:
    c. Owner of credit card: should be policy owner only
    d. Credit card number (VISA/Mastercard/JCB/AmEx only):
    e. Expiry date:
    f. Application/Policy no.:

        • Both options should be sent to premiumconnect.ph@fwd.com using your registered email address.

    • Landbank Payment Portal through the LinkBiz payment portal link, https://www.lbp-eservices.com/egps/portal/index.jsp 

    • Over-the-Counter (OTC) Bills Payment Facility is available at Security Bank, BPI, BDO, and Metrobank branches. Please check their websites regularly for updates on branches that are open daily. 

    • Auto Debit Arrangement (ADA) Enrolment Facility

    o Our Bank Partners – BDO, BPI, Metrobank, and SBC have resumed acceptance of ADA Enrollments. To facilitate the activation of ADA Enrolments, you can submit the original form at the following designated FWD Business Hubs that are open during this GCQ period:

    • Alabang
    • Angeles, Pampanga
    • Baguio
    • BGC, Taguig
      • MDI Corporate Center
      • Del Rosario Law Center
    • Binondo
    • Cagayan de Oro
    • Cebu Business Hubs 1 & 2
    • Davao Business Hubs 1 & 2
    • Imus, Cavite
    • Malolos, Bulacan
    • Ortigas
    • Pacific Star, Makati
    • Santiago, Isabela
    • Valencia, Bukidnon

    o The turn-around time for ADA Enrolment Activation varies from seven to 7-30 days depending on the accuracy of information provided i.e. name, policy number, relationship to the policy owner, and signature. To avoid delay in the processing, kindly ensure that you review the contents of the ADA before submission.  


    o Email premiumconnect.ph@fwd.com for any questions or clarifications related to payment.  


    o FWD will temporarily accept digital copies of ADA forms for Security Bank. Simply send a clear signed copy of the ADA form and a copy of any government-issued ID of the Security Bank account owner to premiumconnect.ph@fwd.com with subject: SBC ADA ENROLLMENT Policy No. <type Policy No.>


    o For other ADA submissions that were received at the FWD Head Office, kindly expect some delays. You may also email premiumconnect.ph@fwd.com to record your submissions at the FWD Head Office.

    Original copy should be sent to FWD 7 days after the GCQ period. Please note that non-submission of original form after 10 days will result to disenrollment of policy to ADA by SBC.

    We accept Bills payment through the following online banking and mobile apps: 

    • Security Bank Online and Mobile Banking
    How to enroll in Security Bank online banking
    https://www.securitybank.com/sbol-how-to-enroll/
    FAQs in Security Bank Online Banking
    https://www.securitybank.com/online-banking/faq/

    • MetroBank Online Banking
    https://personal.metrobankdirect.com/RetailInternetPortal/

    • BDO Online Banking
    How to sign up for BDO Online and Mobile Banking
    https://youtu.be/ADlUo8NWbtU
    How to pay online
    https://www.bdo.com.ph/faqs/online-banking

    • BPI Online Banking
    Register to online banking
    https://online.bpi.com.ph/portalserver/onlinebanking/registration
    How to pay bills using BPI online or the new BPI mobile app
    https://www.bpiexpressonline.com/p/1/2202/how-to-pay-a-bills-merchant-online
    How to enroll a biller using BPI online
    https://www.bpiexpressonline.com/p/1/2201/how-to-enroll-a-bills-merchant-online

    • BancNet Online Banking
    Go to the BancNet Online website at https://www.bancnetonline.com/BancnetWeb/login.do
    Follow this 2-step process to use the BancNet Online 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

    For any questions or clarifications related to payment, send email to customerconnect.ph@fwd.com.

  • General Information to know when paying premiums online:
  • For Initial Premium payments:

    Biller’s Name: select “FWD Life Insurance”
    Account Name: enter complete policy owner’s name
    Subscriber/Account/Reference No.: enter the 13-digit application reference number (e.g 0102123456789)
    Amount: enter Premium amount 

    For Renewal Premium payments:

    Biller’s Name: select “FWD Life Insurance”
    Account Name: enter complete policy owner’s name
    Subscriber/Account/Reference No.: enter 03 + 8-digit policy number (e.g. 0350000000)
    Amount: enter Premium amount

    All online Premium payments are processed and applied T+1 after successful payment (subject to bank payment cut-off).



Let us learn about your needs

Customer Hotline

+632 8888 8388