The things you need to know before you make a claim
Check your claim is eligible
It’s always a good idea to first check that your certificate covers your claim. The quickest and easiest way to do this is via our myPortal. Or you can feel free to give us a call on 1300 13 7988.
Please give us notice that you intend to make a claim
Please provide written notice that you intend to make a claim (after the six-month qualifying period is up - see below). Please send this written notice within 30 days from the date that your disability started.
Please only submit your claim after the 6-month qualifying period
A qualifying period is a length of time you need to wait before claiming. It’s a standard procedure for certain types of claims – for example total and permanent disability claims.
Our qualifying period is six (6) months. This is a standard waiting time for these types of claims.
Please wait until this six months is up and then make a claim. For example, if the qualifying period ended on 1 January, you would need to submit your claim from 2 January onwards. You’ll need a qualified doctor’s report to confirm that you have total and permanent disability.
Note that this Attending Physician's Report from your doctor should only be prepared after the qualifying period.
You may however find it useful to take a look at some of the other documents we’ll need so you can start to collect them in preparation for your claim.
Please note we can only evaluate and start to process your claims within this six month’s qualifying period. However, as above, we do require written notice that you intend to make a claim.
Total permanent disability claims
How to file a claim
Before you claim
1. Prepare your documents
Here’s a list of what we need
Certified true copy
Please see notes below.
- The covered person or participant’s Identity Card or birth certificate or passport (including the blank pages in order to get the sequential order – hidden information within the blank pages are not allowed).
- The claimant’s online banking documents such as a bank statement; the certificate owner’s first page of their bank passbook (only bank accounts with 12 Digits NRIC number). Note that we’ll make any payments via this account if the claim is approved.
- Any supporting medical reports and/or test results that relate to the disability.
Copy
- Any police report and/or newspaper cuttings if the disability was caused by an accident.
Helping you understand how takaful works
- The claimant is the person or people making a claim.
- The participant is the policy certificate holder, the person who took out and paid for the takaful certificate.
- The covered person is someone covered by the certificate – in other words, if something happened to them, a claim could be made.
- The nominee is the person (or people) who have been named as someone to receive a claims payment.
Notes:
- Documents can be certified (validated) as a true copy by any of the following:
- An FWD Takaful agent
- A member of staff from our FWD Takaful office
- An authorised member of staff from either a government office, any bank, a hospital, or the police
- A legal professional
If you bought your takaful plan through HSBC Amanah bank, you can also get your documents certified by an authorised HSBC Amanah bank officer.
If you’re unable to get your documents certified by any of the above, please explain why, in writing, and submit this note with your claim.
2. Fill out the forms
Please complete a claim form, consent form and obtain a physician’s report
To be completed by the last attending doctor
To be completed by the participant. If there’s more than one participant, all must sign the document
To be completed by the participant. If there is more than one participant, all must sign the document
Note: This allows us to collect any medical records relating to your claim, in accordance with your consumer rights and our contractual agreement.
3. Submit all paperwork
Send in the completed claim form and all supporting documents. You can submit a claim in the following ways.
Send to:
contact.my@fwd.com
Send to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
Submit to: FWD TakafulLevel 29, Menara Shell211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
Your questions answered
We believe it's part of our job to make the claims experience as easy as possible. These are some of the questions you might have and the answers we can give you. If you’re unsure about anything, simply get in touch.
When will you pay me?
We aim to make a claims decision within seven working days. However, occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need. When we approve claims, we then aim to pay within 14 working days.
How will you pay me?
Once your claim is approved, the payment will be made via the method you choose on your claims form.
After I've made a claim, how long should I keep my original documents?
Please keep all original copies of any documents until we make a decision. This is because occasionally we need to see these to either verify a claim or as part of our own internal auditing and checks.
Looking to make a different claim?
We have 'how to claim' guides for all types of takaful plans. Simply select from one of the options below.
Need help with your claims?
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