Q: Is there a step-by-step guide available to assist me with myPortal registration?

You can refer to the myPortal registration guide here . Alternatively, please give us a call at 1300 13 7988 or email at contact.my@fwd.com if you require additional information or support.

Q: What if I forget my username and/or password for myPortal?

You can reset your password by clicking ‘Forgot your username/password’. You’ll need to enter your NRIC number and check the reCAPTCHA box to verify. Then enter the 6-digit one-time-password we’ll send to your mobile and click submit. Once the username has been displayed, click ‘reset password’ to change your password accordingly.

Q: Can I change my personal information such as address, contact number and email address?

Yes, click on the ‘Change Address/Contact Number’ sub-menu under the myPortal Certificate eService tab. Or feel free to get in touch with our team.

Question 1

What is myPortal?

Accepted Answer

myPortal is a secure, self-service online platform for customers that you can access anytime, anywhere on your mobile device or laptop. You can view your certificate details, make contribution payments, self-manage and update your information.

Question 2

How do I access myPortal?

Accepted Answer

You can access myPortal through our website at www.fwd.com.my/myPortal

Question 3

Is it compulsory to register for myPortal?

Accepted Answer

It’s not compulsory but we highly encourage our customers to use it as it’s so fast and easy to use. Please feel free to contact our Customer Care team on 1300 13 7988 if you need any assistance with myPortal registration.

Question 4

What are the details required to register for myPortal?

Accepted Answer

You'll need to provide your certificate number, NRIC number and mobile number or email address. Kindly ensure your latest mobile number is the same number registered with FWD Takaful. Otherwise, please call our Customer Care Hotline at 1300 13 7988 to update your contact details before you register for myPortal.

Question 5

Is there a step-by-step guide available to assist me with myPortal registration?

Accepted Answer

You can refer to the myPortal registration guide here. Alternatively, please give us a call at 1300 13 7988 or email at contact.my@fwd.com if you require additional information or support.

Question 6

What if I forget my username and/or password for myPortal?

Accepted Answer

You can reset your password by clicking &lsquo;Forgot your username/password&rsquo;. You&rsquo;ll need to enter your NRIC number and check the reCAPTCHA box to verify. Then enter the 6-digit one-time-password we&rsquo;ll send to your mobile and click submit. Once the username has been displayed, click &lsquo;reset password&rsquo; to change your password accordingly.

Question 7

Can I change my personal information such as address, contact number and email address?

Accepted Answer

Yes, click on the &lsquo;Change Address/Contact Number&rsquo; sub-menu under the myPortal Certificate eService tab. Or feel free to get in touch with our team.

Question 8

How can I find out if my request to change my personal details has been updated in myPortal?

Accepted Answer

Once you’ve requested any changes in myPortal, you'll receive a message in myPortal confirming your request. You’ll then receive a notification in myPortal the next working day, once we’ve updated any changes. Alternatively, you can view all ‘Personal info’ in myPortal after 24 hours.

Question 9

How often can I change my correspondence address, contact number and email address?

Accepted Answer

You can change your correspondence address, contact number or email address as often as you need to. However, please note that all changes can take up to 24 hours to update in myPortal.

Question 10

What is JomPAY?

Accepted Answer

JomPAY is an online payment platform from Bank Negara Malaysia (BNM) developed with Payments Network Malaysia Sdn Bhd (PayNet). With JomPAY, customers from participating banks can easily make takaful contributions using their credit card or directly from their bank account. JomPAY is available online and via mobile banking channels.

Head to www.jompay.com.my for more details.

Question 11

What are the benefits of using JomPAY?

Accepted Answer

JomPAY provides the following benefits:

Convenience – payments can be made anytime, anywhere via the website or mobile banking.
Fast – transactions can be done quickly and securely.
Simple – payments can be made in just 3 simple steps.
Free – no fees or charges.
Convenient – set-up automatic payments for the same time every month.

Question 12

Does JomPAY charge any fees?

Accepted Answer

No, there is no fee when you use JomPAY.

Question 13

Do I have to register with JomPAY before making contribution payments via JomPAY?

Accepted Answer

Registration is not required for JomPAY. However, you must have internet banking or mobile banking access via one of the participating banks. Please contact your bank for more information on internet banking or mobile banking access.

Head to www.jompay.com.my for more details.

Question 14

How do I access myPortal?

Accepted Answer

You can access myPortal through our FWD website at www.fwd.com.my/myPortal.

Question 15

Can I make an online contribution payment for my certificate via myPortal?

Accepted Answer

Yes, you can make online contribution payments for your certificate via myPortal. You can make online contribution payments from your credit or debit card or via your eWallet account.

Question 16

What is the benefit of using myPortal to make contribution payments?

Accepted Answer

myPortal is a secured, self-service portal and you can access anytime, anywhere on your mobile device or laptop including making a contribution payment for your certificate.

Adding your credit or debit card details ensures automatic and recurring payments meaning you don’t have to worry about setting up new payments each month.

Question 17

Is there a step-by-step guide available to assist me with online contribution payment via myPortal?

Accepted Answer

You can refer to the online contribution payment guide available in myPortal. Alternatively, you can call us on 1300 13 7988 or email contact.my@fwd.com if you require additional information or support.

Question 18

Is there a guide to help me update new card details in MyPortal?

Accepted Answer

To help you better understand how to change, add or remove card details in MyPortal, you can refer to the guide for Direct Debit via Card in myPortal.

Question 19

Can I add, change or remove my debit card details in myPortal?

Accepted Answer

Yes. Simply go to ‘Direct Debit via Card’ under the eService sub-menu.

If you remove your debit card details, don’t forget to organise a new payment method or your coverage could be deactivated. So please ensure you select another payment method such as FPX or JomPAY.

Question 20

What are the details I need in order to complete the change of my card details in myPortal?

Accepted Answer

You&rsquo;ll need to enter the correct credit/debit card details including CVV, expiry date and bank name.

Question 21

Will I get a One Time Password (OTP) to complete the changes?

Accepted Answer

Yes, the system will send a 6-digit OTP to your registered mobile number to authorise the request. This OTP will expire 10 minutes after it&rsquo;s sent.

Question 22

How can I check if my card details are updated in the FWD system?

Accepted Answer

You can view the status 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 can download the letter from the Certificate Details tab in myPortal.

Question 23

Can I add, change or remove my debit or credit card details at any point in the month?

Accepted Answer

Yes, you can change these details at any point.

Please note that the ‘Online Request Tracking’ status in myPortal will first show as “updating” and will then be marked as “completed”.

Question 24

Can I add a new debit or credit card for my monthly recurring payments?

Accepted Answer

Yes, no problem.

For credit cards: simply update any credit card details on myPortal.

For debit cards: if you’ve already set up a monthly direct debit and want to add a new debit card, please ensure it’s activated with your bank for e-commerce transactions - and also ensure that the card’s limit is enough to cover your monthly payments.

If your card hasn’t been activated, we’ll be unable to collect your contribution so you’ll need to contact your bank in order to ensure continued coverage.

Please contact your bank for more information.

Please note that for all recurring payments, we accept VISA / Mastercard only.

Question 25

Will I get a One Time Password (OTP) to complete online contribution payment via myPortal?

Accepted Answer

Yes, the system will send an SMS of 6-digits OTP to your registered mobile number to authorise the one-time contribution payment and the OTP will expire 10 minutes after it’s been sent.

Question 26

How do I know if my online contribution payment through myPortal is successful?

Accepted Answer

Upon successful payment, you’ll be able to download your official receipt from ‘My Certificate Files’ tab in myPortal. Alternatively, you can refer to total contribution due under ‘Certificate Details’ tab.

Question 27

Where can I get further information about online contribution payment via myPortal?

Accepted Answer

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/myPortal

Question 28

Can I set up a direct debit via my bank account on myPortal?

Accepted Answer

Yes, you can now set up a direct debit via your bank account on myPortal.

Question 29

How do I set up a direct debit via my bank account on myPortal?

Accepted Answer

You’ll be able to set up a direct debit via your bank account on myPortal with a few simple steps, as follows:

Step 1:
Go to the ‘Direct Debit via Bank Account’ sub-menu under Certificate eService, then click ‘Registration’. A 6-digit One-Time-Password (OTP) will be sent via SMS to your registered mobile number to authorise the request. You may need to select your preferred bank name from the drop-down list and enter the OTP. Please click the checkbox once you have read the terms and conditions and click ‘Register e-Mandate” to complete the update of your bank details.

Step 2:
Login to your Personal Internet Banking and select the account that you wish to register for the direct debit. The system will prompt a message once the new debit account has been successfully registered. Click ‘Close’ to continue.

Step 3:
Once the transaction is successfully completed, you may view the status as ‘Completed’ under ‘Certificate e-Service - Online Request Tracking’. The new account number will be reflected in the ‘Manage Certificate Payment- Register direct debit via bank account’ screen and ‘Terminate e- Mandate’ button will be enabled once the transaction is completed. The new account details will be reflected in ‘Bank Information’ under ‘Certificate Details’ screen within 2-3 hours.

Question 30

Will I be notified upon the successful set up of the direct debit via bank account on myPortal?

Accepted Answer

Yes, you will receive ‘Approval for Contribution Payment via Bank Account’ letter to your registered email address upon completing the registration of direct debit via bank account. You may also download this letter from ‘Certificate Details, My Certificate Files’ tab.

Question 31

Can I terminate my direct debit via bank account on myPortal?

Accepted Answer

Yes. You can terminate your direct debit via bank account on myPortal with a few simple steps, as follows:

Step 1:
Go to the ‘Direct Debit via Bank Account’ sub-menu under Certificate eService, then click ‘Termination’. Click ‘Terminate e-Mandate’ button in order to terminate direct debit via bank account. A 6-digit One-Time-Password (OTP) will be sent via SMS to your registered mobile number to authorise the request. Update the reason for terminating direct debit via bank account. Enter OTP, click the checkbox once you have read the terms and conditions and click ‘Terminate e-Mandate” to complete the update of bank details.

Step 2:
Login to your Personal Internet Banking and select the account that you wish to terminate for the direct debit. The system will prompt a message upon the successful termination of direct debit via the selected bank account. Click ‘Close’ to continue.

Step 3:
Once the transaction is successfully completed, you may view the status as ‘Completed’ under ‘Certificate e-Service- Online Request Tracking’. The terminated direct debit account number will be removed from the “Manage Certificate Payment- Register direct debit via bank account’ screen. The terminated direct debit bank information will be removed within 1 hour at the ‘Auto Debit Account Information’ on the ‘My Certificate-Certificate Details’ screen.

Question 32

Is there a step-by-step guide available to assist me with the direct debit via bank account on myPortal?

Accepted Answer

You may refer to the eService guide, which is available on myPortal, for a step-by-step and important note to register and terminate direct debit via bank account. Alternatively, please give us a call at 1300 13 7988 or email us at contact.my@fwd.com if you require additional information or support.

Question 33

I have an existing direct debit bank account registered and would like to change to direct debit via a new bank account. What should I do?

Accepted Answer

Kindly terminate the existing direct debit bank account before registering for the new direct debit bank account.

Question 34

What are the important points that I should adhere to in order to perform a direct debit via bank account on myPortal?

Accepted Answer

Make sure your personal internet banking is registered and active.
Make sure your email address is up to 27 characters only. If exceeded, the Direct Debit registration will
be rejected by PayNet.
Make sure there is no outstanding contribution for the certificate, before registering for the direct debit via bank account.
Make sure to choose either a Saving or Current account. Virtual, eWallet (including Maybank MAE account) or Joint account is NOT allowed for registration of direct debit instruction.
Make sure you understand the maximum defaulted ‘Direct Debit Amount (RM)’ and the maximum of debiting is 2 transactions in a single calendar month.
Make sure you read and understand the ‘Terms & Conditions’ before you proceed to register for Direct Debit via Bank Account.
RM1.00 will be deducted upon successful registration and/or termination – this is a requirement by PayNet to ensure that the bank account is in active mode. The amount collected by FWD Takaful will then be credited back to the certificate contract suspense and will be utilised for the next contribution due.
DO NOT force close / timeout on the FPX landing page. The transaction will be locked by PayNet for security purposes, and it can only be resumed after 24 hours

Question 35

Where can I get further information about the direct debit via bank account on myPortal?

Accepted Answer

Please contact us at:

Customer Service
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/

Question 36

Question 37

How does takaful work?

Accepted Answer

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&rsquo;re here to administer it on your behalf to ensure you&rsquo;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.

Question 38

Can I view my takaful certificate details online?

Accepted Answer

Absolutely. Click to myPortal, our dedicated customer portal. You can find the link to register here.

Question 39

Can I add, delete or change rider(s) for my certificate?

Accepted Answer

Yes, you can add, delete or change the riders for your certificate. The forms are now available on myPortal. You may download, fill in and email us the completed forms.

Question 40

What are the details required for me to add the rider(s) to my certificate?

Accepted Answer

You’ll need to download and fill in the Addition/Deletion/Change of Rider(s) Form and Health Declaration Form (for each Person Covered) from myPortal. Then, email the completed forms together with a copy of NRIC or birth certificate or passport (for each Person Covered to contact.my@fwd.com.

Question 41

How do I know whether my request to add/delete/change a rider has been processed?

Accepted Answer

You&rsquo;ll receive an email once we&rsquo;ve processed your request. This may be an acceptance or it could be that we send a counter-offer. If you accept the counter-offer, we&rsquo;ll follow up with a confirmation, again via email.

Question 42

Will I be notified if my request to add a rider is unsuccessful?

Accepted Answer

Yes, you&rsquo;ll receive an email if your request is unsuccessful.

Question 43

When do I need to pay the contribution for the rider?

Accepted Answer

New contributions will be billed on the next contribution due date of the base plan. Alternatively, you can refer to the endorsement letter for the rider(s) effective date.

Question 44

How do I apply for a duplicate takaful certificate document?

Accepted Answer

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

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

Question 45

How can I change my takaful certificate beneficiary?

Accepted Answer

Depending on who 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.

Question 46

How do I change my method of payment?

Accepted Answer

Please complete and submit the ‘Change Request Form’ - you can find this here.

Question 47

How do I change my correspondence address and contact number?

Accepted Answer

You can do this via myPortal. You can also fill out and submit a ‘Change Request Form’ which is here.

Question 48

Can I cancel my takaful certificate?

Accepted Answer

You can 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. Take a look at your terms and conditions for details – you can find the terms of any surrender 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 call 1300 13 7988 and our Customer Care team will assist you accordingly.

Question 49

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?

Accepted Answer

Yes, your revised product illustration will be issued together with your takaful certificate if there are any changes to the illustration values.

Question 50

What is surplus distribution? Can you explain it to me?

Accepted Answer

Your Tabarru' (or donation) is pooled into a fund called the 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 of the surplus will be distributed as surplus distributable.

As your takaful operator, we're entitled to an incentive equal to a 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.

Question 51

How is the surplus distribution calculated?

Accepted Answer

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.

Question 52

Am I entitled to the surplus distribution?

Accepted Answer

You are entitled for surplus if:

The FRF or PRF is in a surplus position after Qard (interest-free loan) has been paid off, if applicable;
The plan that your certificate belongs to is in a surplus position.
Your certificates are in-force as at the end of the financial year. However, depending on the product type, you may not be entitled to the surplus if you've made any claim(s) during that financial year.

Question 53

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

Accepted Answer

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 surplus management distribution method, which are mentioned in the certificate. For further details, kindly refer to your certificate.

Question 54

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

Accepted Answer

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

Question 55

If I make a claim, will I still be entitled to the surplus distribution?

Accepted Answer

Depending on the product type, you may not be entitled to the surplus if you've made a claim(s) during that financial year. Please refer to your takaful certificate for further details.

Question 56

Is there any tax on the surplus paid to me?

Accepted Answer

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%.

Question 57

I've made an endorsement, which resulted in an additional contribution paid / refund of contribution paid. How will this affect my surplus?

Accepted Answer

If your endorsement was due to a 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.

Question 58

Which investment fund did you use to generate the surplus for my certificate?

Accepted Answer

The monies in the Family Risk Fund (FRF) or Participants Risk Fund (PRF) are placed in Shariah compliant investment vehicles such as government securities and sukuk. So you’ll earn investment income earned via the placement of the FRF or PRF with several investment funds.

Question 59

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

Accepted Answer

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

Question 60

When will I get my surplus payment?

Accepted Answer

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.

Question 61

I need to make a claim.

Accepted Answer

No problem.

We have a dedicated claims page with all the information you need. You can find this section by scrolling to the top of this page.

Please note, we should be informed as soon as possible if a claim is to be made.

Question 62

Can I submit my claim documents through myPortal?

Accepted Answer

Yes, as long as you are the participant, you can submit your claim and all documents through myPortal.

Question 63

What is the benefit of submitting my claim using myPortal?

Accepted Answer

Online claiming is fast and convenient – and you can access updates 24/7.

Question 64

How do I submit my claim documents through myPortal?

Accepted Answer

You can refer to this guide here.

Frequently asked questions

Get the help you need

Need more help?