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General

  • Now that I’m a customer of FWD Takaful Berhad, Registration No. 200601011780 (731530-M), has my takaful certificate or coverage changed at all?
  • No, you will not see any change to your takaful certificates as the terms and benefits under the takaful certificate will continue under “business as usual”. As such, your takaful certificates and benefits remain exactly the same.

    It is important to note that this is essentially a change in ownership and should not impact you in terms of how you are served, or our products and services for the time being.

  • Are there any new services or benefits now available to me?
  • Yes! You’ll hear more from us about new products and services in the months to come.
  • I’m still worried. Where can I check to make sure my takaful certificate has been successfully transferred over to FWD Takaful?
  • You may call us on 1300 13 7988 and our Customer Care team will assist you accordingly.

    Alternatively you can email us at contact.my@fwd.com.

  • Is the switch to FWD Takaful going to cost me more money?
  • No, your contribution amount for your existing takaful coverage remains unchanged.

    But if your personal circumstances change then you must let us know as this might affect your contributions (the amount of money you pay each month).

JomPAY

  • What is JomPAY?
  • JomPAY is a payment solution initiated by Bank Negara Malaysia (BNM) and developed by Payments Network Malaysia Sdn Bhd (PayNet) as a national payment initiative. With JomPAY, customers from the 41 participating banks in Malaysia can easily make bill payments including takaful contributions using their credit card or bank accounts. This service is made available via both internet and mobile banking channels.
  • What is the benefit of using JomPAY?
  • JomPAY provides the following benefits:
    • Convenience – contributions payment can be made anytime and anywhere via the internet and mobile banking.
    • Fast – transactions can be done quickly and securely.
    • Simple – with only 3-simple steps.
    • Free – no fees or charges.
    • Hassle free – ability to set-up automatic recurring payments at the same time every month.
  • What is the biller code for FWD Takaful?
  • Please refer to the below table for FWD Takaful biller code:
    Biller Code Biller Code Name Certificate Number Reference
    94201 FWD Takaful Berhad-1 Alphanumeric
    Agency channel: TXXXXXXX, CXXXXXXX, LXXXXXXX
    Banca channel: BXXXXXXX
    Direct channel: EXXXXXXX
    42564 FWD Takaful Berhad-2 Numeric
    Banca channel: 2XXXXXXX, 9XXXXXXX
  • What is Ref-1?
  • Ref-1 is your certificate number. You may refer to your statements or logon to MyPortal at www.fwd.com.my/en/myportal/ to view your certificate number.
  • What is Ref-2?
  • Ref-2 refers to your contact / mobile number. If you’ve unintentionally made a contribution payment for an invalid certificate number, we’ll be able to reach you for further assistance.
  • How do I make my contribution payment to FWD Takaful via JomPAY?

  • The JomPAY facility is available for bill payments as long as you’ve signed up for internet banking service with your bank. To help you better understand how JomPAY works, you may refer to the guide for contribution payment via JomPAY at https://www.fwd.com.my/en/important-notice/Guide for contribution payment via JomPAY.pdf

  • What is the fee that I need to pay for using JomPAY?
  • There is no fee when you use JomPAY.
  • How can I set up automatic recurring contribution payments to FWD Takaful via JomPAY?
  • You’re allowed to set up automatic recurring contribution payments depending on your bank’s recurring feature offerings. It’s flexible to make changes anytime at your convenience.
  • Can I make my first contribution payment via JomPAY?
  • No. JomPAY is not applicable for the first contribution payment on a newly bought certificate with FWD Takaful.
  • Do I’ve to register before making contribution payments with JomPAY?
  • Registration is not required for JomPAY. However, you must have internet banking or mobile banking access via one of the 41 participating banks. Please contact your bank for more information on the internet banking or mobile banking access.
  • Will I be notified when FWD Takaful received my contribution payment?
  • All successful contribution payments made via JomPAY will be updated in the FWD Takaful system within 1-2 working days. Alternatively, you may logon to MyPortal at www.fwd.com.my/en/myportal/ to view all successful transaction payments.

Direct Debit via Card

  • Can I change/add or remove my card details in myPortal?
  • Yes, you can now change/add or remove your card details in myPortal - go to ‘Direct Debit via Card’ under Certificate eService sub-menu.
  • What is the benefit of changing/adding my card details in myPortal?
  • Changing/Adding your credit or debit card details will ensure continuous direct debit of contribution payment via card.
  • What is the benefit of removing my card details in myPortal?
  • You can remove your card details if you wish to stop the direct debit and use other payment methods instead such as FPX or JomPAY to continue paying your contribution payment.
  • When can I change/add or remove my card in myPortal?
  • You can change/add or remove your card details anytime and anywhere with simple steps.
  • What are the details I need in order to complete the change of my card details in myPortal?
  • You are required to enter the correct credit/debit card details including CVV, expiry date and bank name.
  • How do I access to myPortal?
  • You can access myPortal through our FWD website at www.fwd.com.my/en/myportal/
  • Will I get One Time Password (OTP) to complete the changes?
  • Yes, the system will send SMS of 6-digits OTP to your registered mobile number to authorise the request and the OTP will expire in 10 minutes.
  • How can I check if my card details are updated in FWD system?
  • You may view the status immediately under ‘Online Request Tracking’ in myPortal. An ‘Approval for Contribution Payment via Credit/Debit card’ letter will be sent to your registered email address only upon completion of the change/add transaction. Alternatively, you may download the letter from the Certificate Details tab in myPortal.
  • Is there any step-by-step guide available in order to update new card details in MyPortal?
  • To help you better understand how to change/add or remove card details in MyPortal, you may refer to the guide for Direct Debit via Card in myPortal.
  • Can I add/change or remove my card during the billing cycle for recurring payment in progress?

  • Yes, you’re allowed to change/add or remove your card details during the billing cycle for recurring payment in progress.

    Please note that the status in ‘Online Request Tracking’ will be shown as “updating” if you change/add or remove card details during the billing cycle for recurring payment in progress. The status in ‘Online Request Tracking’ will turn to “completed” once the billing cycle for recurring payment has completed.

  • Can I change/add my card details to my debit card for contribution payments?
  • Yes, you can change/add card details to your debit card. However, you’re required to perform activation of Card Not Present (CNP) online transaction. Please contact your bank for more information on the activation of CNP online transactions.

Your Payments

  • My monthly payment is due – who and how do I pay?
  • There is no change in the way you make payment. Your monthly contribution payment will be automatically deducted from your bank account or credit card account depending on the arrangement made during the proposal stage.
  • I’m worried because there’s a gap between my contribution deduction by HSBC Amanah Takaful (Malaysia) Berhad and my contribution deduction by FWD Takaful (which has yet to be deducted) – am I still covered?
  • Don’t worry, you are still covered.
  • Will my payment method remain the same after the switch?

  • Yes, your payment method remains the same. However, if you wish to change how your contribution is deducted (either via debit bank account or credit card), please complete and submit the ‘Change Request Form’ - you can find this here.

Claims

  • I have a claim with HSBC Amanah Takaful (Malaysia) Berhad that’s currently active – what do I do about this? Do you have a claims team that I can call?
  • We can help you via the Customer Service Hotline:

    1300 13 7988 and our Customer Care team will assist you accordingly.

    Alternatively you can email us at contact.my@fwd.com.

    We should be informed as soon as possible if a claim is to be made.
  • I need to make a claim.
  • No problem. Please call us via the Customer Service Hotline:

    1300 13 7988 and our Customer Care team will assist you accordingly.

    Alternatively you can email us at contact.my@fwd.com.

    We should be informed as soon as possible if a claim is to be made.
  • When do I need to notify you about a new claim I need to make?
  • We understand that dealing with the illness or death of a loved one is difficult but in order to help you we do need to know as soon as possible. These are the time-frames that will best help us to help you:
    • Death benefit: please notify us immediately.
    • Contribution waiver: please notify us immediately.
    • Critical illness: please notify us within 90 days of the diagnosis.

    For claim submission timeline, ordinarily we only consider claims that are submitted within 60 or 90 days of the event in question. If you wish us to extend this deadline then let us know, in writing, with any supporting evidence or documentation.
  • How do I file a claim?
  • We have a dedicated claims page on our website and we’ll walk you through each step.
  • What are the documents required for filing a claim?
  • Click here and we’ll help you find the documents you need.
  • Who has to sign the claim form?
  • Death and Total Permanent Disability claims (where the Participant is not in the condition to sign) should be signed by the Beneficiary/Claimant. Otherwise, the claim form should be signed by the Participant.
  • Do I have to pay for any medical report fees?
  • Under current practice, we do not reimburse the medical report fees for the Claims Form Part 2 (1st medical report from the claimant). For further investigation on the claim, if we need to call for additional medical reports, we will bear the medical report fees accordingly.

Claims eSubmission

  • Can I submit my claim documents through myPortal?
  • Yes, you can now submit claim notifications and documents through myPortal.
  • What is the benefit of submitting claim documents using myPortal?
  • Online claim submission is hassle-free and convenient as you’ll be able to access myPortal 24/7.
  • How do I access myPortal?
  • You can access myPortal through our website at www.fwd.com.my/en/myportal/.
  • Will I get One Time Password (OTP) to complete the e-claims submission?
  • Yes, the system will send an SMS of 6-digit OTP to your registered mobile number. The OTP will expire in 10 minutes.
  • What should I do if I didn’t receive the OTP?
  • You’ll need to update your mobile number by downloading and filling in the Change Request Form from our website and send it to us at contact.my@fwd.com or place your request by logging into myPortal at www.fwd.com.my/en/myportal/.
  • Who can submit claim documents via myPortal?
  • Customers who’ve access to myPortal can submit claim notifications and documents via myPortal.
  • Will I be notified when FWD Takaful receive my claim documents via myPortal?
  • All successful claim submissions via myPortal, will receive a notification via email right after you clicked the submit button. Our Claims Department will contact you within 2 working days if there are any outstanding documents required.

    If your submission is unsuccessful, you’ll receive a message in myPortal to resubmit after you clicked the submit button.
  • How do I submit my claim documents through myPortal?
  • You may refer to the guide for e-claims submission under GUIDE module in the Customer Portal.
  • Can I notify or submit claim documents on behalf of a deceased family member through myPortal?
  • No, only the certificate owner/ person covered who has access can submit claim documents through myPortal.
  • Do I need to submit the original documents after I’ve submitted through myPortal?
  • Our Claims Department will contact you if original documents are required.
  • Is there a limit for each document size for submission via myPortal? What is the acceptable document format?
  • Yes, there is a limit for each document - it must be less than 10MB. We only accept documents in PDF format.
  • Where can I get further information about claim procedure?
  • Please contact us at:

    Customer Care
    FWD Takaful Berhad
    Level 29, Menara Shell
    211 Jalan Tun Sambanthan
    Brickfields, 50470 Kuala Lumpur.

    Malaysia Hotline: 1300 13 7988 (Monday – Fridays 9.00am – 6.00pm, excluding Weekend and Public Holidays)
    International Calls: 603 2771 7771

    Fax : 603 2710 7800
    E-mail : contact.my@fwd.com.
    Website : www.fwd.com.my
    myPortal : www.fwd.com.my/en/myportal/

Takaful Certificate Matters

  • How do I apply for a duplicate takaful certificate document?
  • Please call us via the Customer Service Hotline:

    1300 13 7988 and our Customer Care team will assist you accordingly.

    Alternatively you can email us at contact.my@fwd.com.
  • How can I change my nominated beneficiary on my takaful certificate?
  • Depending on whom you bought your takaful certificate from, we recommend that you contact the HSBC Amanah Bank sales staff, FWD Takaful customer service or your FWD Takaful agent if you wish to change your nominated beneficiary.
  • How do I change my method of contribution payment?
  • Please complete and submit the ‘Change Request Form’ - you can find this here.
  • How do I change my correspondence address and contact number?
  • Please complete and submit the ‘Change Request Form’ - you can find this here.
  • How do I cancel my takaful certificate?
  • You can of course cancel your takaful certificate early but if you choose to do so before the end of your plan’s term you may have to pay an early termination fee. Have a look at your terms and conditions for details – you may find the terms and surrender fee in your takaful certificate.

    To cancel your takaful certificate, please complete and submit the ‘Cancellation/Surrender Form’ - you can find this here.

    Alternatively you can contact us vis the Customer Service Hotline on 1300 13 7988 and our Customer Care team will assist you accordingly.

Online myPortal

  • I love the convenience of seeing my takaful certificate details online – can I do this on your site?
  • Absolutely. Click to myPortal, our dedicated customer portal. You can find the link to register on our home page.
  • I see on your website there’s a place for customers to register online. I’m not a big fan of technology. Is this mandatory?
  • Certainly the quickest way for you to register is via our dedicated customer portal. But if you’d prefer to speak to one of our team, You can call our Customer Service hotline on 1300 13 7988 and speak with our Customer Care team who would be pleased to assist you with the registration.

More About Takaful

  • How does takaful work?
  • Takaful is a way of looking after your family and dependants through a concept of mutual assistance among fellow participants, under which takaful participants agree to contribute to a common pool of fund providing for mutual financial benefits payable to the takaful participants or their beneficiaries on the occurrence of pre-agreed events. We’re here to administer it on your behalf to ensure you’re protected at all times. A takaful benefit will be paid out to your dependants (those chosen by you) if something unfortunate, such as death or critical illness, happens to you. The amount of money paid out depends on the sum covered stated in your takaful certificate.
  • What if I am already unwell?
  • If you already have a serious health problem and wish to take out a takaful certificate, you can still apply for a takaful plan but you need to tell us about your health condition(s) as this would affect the kind of benefits we can offer you. In keeping with industry standards, medical records are always checked.
  • Do I definitely need to be covered?
  • Most people benefit from having a takaful coverage. Even if you have coverage by your employer or spouse, as soon as you or your spouse stops working, you wouldn’t normally be covered under their takaful certificate anymore. So it’s never a bad idea to have some extra coverage in your pocket – probably your coverage isn’t enough yet too.
  • How much does a takaful coverage cost?
  • Family takaful cover can be surprisingly affordable – and very good value. The price you pay depends on a number of things.

    These include:

    • your age
    • your current health
    • your lifestyle
    • whether you smoke
    • the length of the takaful certificate you want
    • the amount of money you want to be covered for

    The younger and healthier you are, the cheaper your takaful certificate is likely to be. Get in touch with us and we can give you a totally free, no obligation quote.

Family Takaful Surplus Distribution

  • What is surplus distribution? Can you explain it to me?
  • Your Tabarru' (or donation) is pooled into a fund called Family Risk Fund (FRF) or Participants Risk Fund (PRF). Claim benefits and other claim-related costs are paid from FRF or PRF. Investment gains from FRF and PRF assets are credited to FRF and PRF whereas expenses attributable to FRF and PRF are deducted from this fund.

    A surplus arises when there is an excess in FRF or PRF after deducting claims payable, actuarial liabilities and other related costs and expenses. The surplus, if any, will be determined at the end of each financial year. A portion of the surplus may be retained for contingencies and the balance surplus will be distributed as surplus distributable.


    As your Takaful Operator, we're entitled to an incentive equal to certain percentage (depending on the product type) as a reward for managing and administering the FRF or PRF. The balance of the surplus will be distributed among eligible participants.

  • How is the surplus distribution calculated?

  • The surplus distributable for non-credit related products is calculated on pro-rata based on your Tabarru' paid during the financial year. For credit-related products, pro-rata based Tabarru', surrender value or reserves are used depending on the issuance year of your certificate.

  • Am I entitled to the surplus distribution?

  • You are entitled for surplus when:
    1. The FRF must be in a surplus position after Qard (interest-free loan) has been paid off, if applicable;
    2. The plan group that your certificate belongs to must be in surplus position.
    3. Your certificates are in-force as at the financial year end. However, depending on the product type, you may not be entitled for surplus if you have made a claim(s) during that financial year.

  • What is the ratio of surplus distribution for the product that I participated in?

  • The total surplus distribution each year to all eligible certificates is disclosed in the financial statement at each financial year-end. This surplus is then divided amongst eligible participants according to the proportionate share. The surplus distribution ratio that is attributable varies by product and is mentioned in the certificate. For further details, kindly refer to your certificate.

  • My certificate is out of force. Will I still be entitled to the surplus if the amount is less than RM10?

  • We’ll pay the surplus to your registered bank account regardless of the amount.

  • If I make a claim, will I still be entitled to the surplus distribution?
  • Depending on the product type, you may not be entitled for surplus if you have made a claim(s) during that financial year. Please refer to your takaful certificate for further details.
  • Is there any tax on the surplus paid to me?
  • A withholding tax of 8% is levied on the investment income portion of the surplus distributable and this is deducted from the surplus distribution payable to an individual participant. If the participant is a non-resident company, the withholding tax rate is 25%.
  • I have made an endorsement, which resulted in an additional contribution paid / refund of contribution paid, how would this affect my surplus?
  • If your endorsement was due to change in your plan which resulted in increase / decrease in ‘Tabarru’, then this increase / decrease in ‘Tabarru’ will be taken into account during the surplus distribution process.
  • Which investment vehicle was used to generate the surplus for my certificate?

  • The monies in the Family Risk Fund or Participants Risk Fund are placed in Shariah compliant investment vehicles such as government securities and sukuk. Hence, the investment income earned from the placement of the FRF or PRF with several investment vehicles contributes to the surplus for your certificate.

  • Will there be any notification to participants on the surplus distribution?

  • Yes, we’ll notify you of the surplus distribution either through mail, email or SMS.

  • How much is my surplus payment allocation?

  • The surplus payment will be allocated to you based on the surplus management distribution method in accordance with the features of your plan as stated in the certificate.

  • When will I get my surplus payment?

  • Your surplus distribution payment (if any) will be distributed in accordance with your certificate terms and conditions after the end of the financial year. You can contact us for further information on the payment method. Please give us a call at 1300 13 7988 or email at contact.my@fwd.com if you require additional information.

Sales and Services Tax (SST)

  • What is the difference between GST and SST?
  • Goods and Services Tax (GST) is a multi-stage tax on domestic consumption. GST is charged on all taxable supplies of goods and services in Malaysia except those specifically exempted. GST is also charged on importation of goods and services into Malaysia. The chargeable GST standard rate was 6% effective 1st April 2015 to 31st May 2018 and 0% effective until 31st August 2018. Service tax is a single-stage tax that is charged and levied on taxable services provided by any taxable person in Malaysia in the course and furtherance of business. Taxable person is any person who belongs in Malaysia and is prescribed to be a taxable person. Taxable service is any service which prescribed to be a taxable service.
  • Will I be notified of the change in SST?
  • No. However, there will be an official announcement at www.fwd.com.my.

Family Takaful Certificates

  • I received my product illustration before 1st September 2018 but my takaful certificate has yet to be issued. Will I get a revised product illustration depicting the projection of my account value post SST implementation?
  • Yes, revised product illustration will be issued together with your takaful certificate if there is any changes to the illustration values.

Transitional Issues

  • My takaful certificate coverage starts prior to 1st September 2018 and spans across 1st September 2018, but I have paid the contribution before 1st September 2018, will my contribution/fee be subject to GST at 0% rated or SST rated?
  • GST should be charged at 0% on the proportion of the contribution effective before 1 Sept 2018. While the proportion effective after 1 Sept 2018 will be subject to 6% service tax, if applicable.
  • My takaful certificate starts prior to 1st September 2018 and spans across 1st September 2018, but I have not paid the contribution yet, will my contribution/fee be subject to GST at standard-rated 0%?
  • GST should be charged at 0% on the proportion of the contribution effective before 1 Sept 2018. While the proportion effective after 1 Sept 2018 will be subject to 6% service tax, if applicable.
  • If my contribution/fee amount is prorated upon the change in the SST rate, how do I know how much SST I have been charged?
  • Please refer to service tax invoice.

FATCA (Foreign Account Tax Compliance Act)

  • I have a takaful certificate with FWD Takaful. Will my FATCA status be affected by the transfer?
  • For existing customers (before the rebranding to FWD Takaful), your FATCA status should not change unless you participate in a new product that is in scope for FATCA, or there is a change in your personal circumstances that has a connection to the US. In this case, FWD Takaful will need to conduct due diligence to review and/or collect additional docs from you to ascertain your US tax status.
  • Do I need to do anything at this stage under FATCA?
  • Be assured that no action is required for our existing customers unless you have been contacted by us. We will correspond with any affected customers in due course with instructions. If you’d like more information, you should contact your local tax professional for any tax advice.
  • I live in the US, but I’m an XXXX citizen. My pension is paid into a US account. Will my pension be affected by FATCA?
  • Unfortunately FWD Takaful cannot offer any advice to customers relating to FATCA as it cannot give tax or legal advice to its customers. For more information or advice, you can talk to your tax professional or visit the IRS website. We will correspond with affected customers in due course with instructions.
  • What happens if I don’t fill in the forms you have asked for under FATCA?
  • If you fail to supply the forms by the due date we will then be unable to establish your status in accordance with FATCA requirements. This may prevent us from providing you with additional services in the future unless documentation is subsequently provided.
  • I have a bank account and a takaful certificate. Will I have to follow the same procedure twice for FATCA?
  • We will try to limit the number of times we request this information from you. However if you have multiple takaful certificates and/or accounts with different members of the various banks, then you may receive more than one request for FATCA documentation from banks and FWD Takaful as we are all different entities.
  • Will all insurance/ takaful companies comply with FATCA?
  • FATCA is a piece of US legislation which applies globally and to all FWD Takaful customers. We cannot comment on other insurance/ takaful companies or banks.
  • Is FATCA affecting all takaful certificates beneficiaries or just me as a takaful certificate owner?
  • This will depend on the nature of the takaful certificate and your personal circumstances. We will correspond with affected customers in due course with instructions. If you’d like more information, you should contact your local tax professional for any tax advice.
  • What can I do if the information you have on me is not up to date/correct for FATCA?
  • You can update your information at any HSBC Amanah Bank branches, call us via the Customer Service Hotline 1300 13 7988 , or email us at contact.my@fwd.com, and follow the normal procedures for updating the information for FATCA.
  • What takaful products are in scope for FATCA?
  • Takaful products affected by FATCA include cash value / takaful contracts and certain retirement products. Please refer to the following list of our in-scope products: 

    1. Takaful Education Plan – Regular Contribution
    2. Takaful Education Plan – Single Contribution
    3. Keyman Protector
    4. Keyman Protector Plus
    5. LifeSelect Regular
    6. LifeSelect Single
    7. HSBC Lifestyle Protector
    8. HSBC LifeStyle Protector (Premier)
    9. HSBC Lifestyle Protector Plus
    10. HSBC LifeStyle Protector Plus (Premier)
    11. HSBC Lifestyle Saver
    12. HSBC HealthCash
    13. Takaful Future Smart
    14. Takaful Future Secure
    15. Takaful Reducing Term Cover 
    16. Retirement Protection Plan (Regular Contribution)
    17. Retirement Protection Plan
    18. Takaful SimpleLife
  • Will a takaful certificate be affected if the beneficiary is a US Person?
  • The requirement to provide documentation on any beneficiaries will depend on the type of takaful certification and the beneficiary personal circumstance. We will correspond with affected customers in due course with instructions. If you’d like more information, you should contact your local tax professional for any tax advice.
  • How will FATCA affect the cash value of my takaful certificate if I am classified as ‘recalcitrant’?
  • We may be required to apply a withholding tax on future payments to you if you are classified as a recalcitrant account holder. We may also be prevented from providing you with additional services unless the correct documentation for FATCA purposes is provided. If you’d like more information, you should contact your local tax professional for any tax advice.

Get in touch! Call Us 1300 13 7988