Policy / Policy Service

  • How do I change my correspondence address and contact number?
  • Please complete and submit the "Policy Services Request Form" together with a proof of address issued within the last three months for our processing.
  • How do I apply for a duplicate policy contract?
  • Please complete and submit the "Policy Services Request Form" for our processing. An administration fee of HK$100 is applicable.
  • How do I apply for policy reinstatement?
  • Please fill in the "Application For Reinstatement" with all arrears in premiums plus interest settled. Then submit it together with a proof of residential address issued within the last three months and a copy of your identity card for our processing.
  • Can I withdraw the bonuses or coupons of my policy? If so, is there a form to fill out and how long will it take?
  • The policyholder can withdraw the bonuses or coupons. Please complete and submit the "Policy Services Request Form" together with a copy of your identity card for our processing. It will take around ten working days.

    The policyholder can also bring the required documents and visit our customer service centre  for our “Quick Cheque Issuance Service”. Your request will be processed within one to two working days.
  • What is the procedure for “Quick Cheque Issuance Service”?
  • You can apply for cash coupons or bonuses withdrawal, or a loan from the policy by cheque at our customer service centre in Sheung Wan during office hours.

    Maximum withdrawal amount is MOP 50,000 per day per policy.

  • When can I receive the annual statement?
  • The policyholder will receive an annual statement within 30 days from the policy anniversary date.

    Policyholders of universal life policies will receive an annual statement after the announcement of the "Annual Declared Interest Rate" in the first quarter of the year.

    Note: There is no annual statement for an insurance policy that has no cash value.
  • What is the exchange rate of an individual insurance policy?
  • Please refer to the exchange rates here.
  • What are the features of a participating policy?
  • A participating policy has five main features in general (some features only applicable to designated in-force plans):
    • Guaranteed Death Benefit and other insurance payable benefits
    • Guaranteed Cash Value for loan or upon surrender
    • Guaranteed Cash Coupons at designated years
    • Non-guaranteed Dividend declared and distributed every year
    • Non-guaranteed bonus will be paid upon occurrence of certain events, such as death, surrender, maturity, or when the policy has been in-force for a predefined period of time

Premium Payment

  • How do I pay premiums?
  • Please refer to the premium payment methods on our website.
  • Can I pay my premium if the due date has passed?
  • Yes, we provide a 30-day grace period from the premium due date.
  • Can I have a third party pay the premium on my behalf?
  • Yes, please complete and submit the "Special Arrangement of Premium Payment Application Form" to us for prior approval of any payment.
  • What is the FWD account number for depositing a premium?
  • HK dollar policy : BNU a/c 9001990457
    US dollar policy : BNU a/c 9001990474

    Note: Please use the deposit slip of designate bank by FWD Macau.


  • Can I apply for a claim while I am overseas?
  • Yes, claim applications can be submitted by mail.

    Please call our 24-hour Service Hotline at +853 8988 6060 or visit the Claims section on our website for further information.
  • How do I file a claim?
  • Please refer to the Claims section on our website.
  • What are the documents required for filing a hospitalisation claim?
  • Please refer to the hospitalisation claim process on our website.
  • Who has to sign the claim form?
  • Except for death claim, the claim form should be signed by the policyholder. If the policyholder is also the insured person and is unable to sign the claim form, a close relative can act as the claimant and complete the form on behalf of the policyholder, with the relationship clearly stated on the claim form. We may request proof of this relationship if necessary.
  • Can I ask for a different currency for payments?
  • Claim payments will be made in the policy currency. Upon the policyholder’s request, a US dollar policy can be paid in Hong Kong dollars. However, the exchange rate will be determined by us.
  • Can I ask for the claim cheque to be sent directly to me?
  • Yes. If requested, the claim cheque can be delivered directly to the policyholder. In general, however, the covering letter, settlement statement and claim cheque will be delivered through your advisor.
  • Do I have to pay for my medical report fee?
  • Yes. If your attending doctor charges you for the report, you will be responsible for the payment.

Let us learn about your needs

24-hour Service Hotline

8988 6060