FAQs
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills. The difference comes from the causes of medical bills eligible for claims. Personal Accident only covers any medical cost arising from accidents while Single Health also covers any medical cost arising from illnesses.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Any bodily injury sustained by the Insured, which results in permanent loss of function in one or more body parts. Such permanent disability shall be determined by a Physician or a Medical Board.
Disabilities that cause loss of function in one or more body parts. Please click to see disability table.
Personal Accident product covers you in case of permanent disability, partial disability, temporary disability and death. Kindly look at the policy details for more information here [Link to PA5]
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
A condition involving abnormal cells in the body, linked with an increased risk of cancer. This should be noted on your hospital discharge paper.
A term used to describe cancer that is far along in its growth, and has spread to other places in the body. Whether you’re late stage should be noted on your hospital discharge paper.
A term used to describe cancer that is early in its growth, and may not have spread to other parts of the body. Whether you’re early stage should be noted on your hospital discharge paper.
To be eligible for Cancer Care product, you need to:
• Not have been diagnosed with, and not be receiving treatment for any of the following:
– Heart disease, kidney disease, diabetes, strong or any neurological disorders
– Cancer or pre-cancerous/pre-malignant conditions
– HIV or AIDS
• Not have had, nor have been advised to receive surgery, an examination or treatment within the last 12 months
• Not have been hospitalised for 7 or more days within the last 12 months
• Not have 2 or more family members (parents or siblings) that been diagnosed with Cancer before the age of 60
For more information, contact our hotline – XXX – for more details.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
We’re terribly sorry for your loss. For a death claim, we recommend you to contact the insurer directly as it involves a few things only the insurer can do. This will be a faster process for you. Have your policy number and details handy in case the insurer needs it. Please connect with the insurer on their hotline and let us know if we can do anything else to help.
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Our partner pays any other person involved in an accident with your motortcycle. The Max. amount paid out if a person gets hurt or injured by you is VND 100 trieu/ accident/ person and the max. amount paid out if another motorcycle or vehicle is damaged is VND 50 trieu/ accident.
Our partner will calculate your premium based on 1.5% of Motor Value, so if your bike is worth VND 35 trieu, then you would pay VND 525,000 + taxes as premium.
CC in bikes stands for Cubic Centimeter capacity of combusion cylinder, which denotes the power in the engine. Your motor’s engine capacity should be on the motorcycle registration certificate.
This is the letter that confirms the motorcycle has been transferred to you. It should be stamped by the relevant authority. Please call us if you have any questions.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
The details of your motor is important in helping us design a tailored policy personalised just for you.
Our Two Wheeler insurance partner will price the Motor Loss benefit premium within the policy depending on how valuable they deem your motor to be. For example, if you have a brand-spanking new motor your Two Wheeler Motor Loss premium will be higher, and your motor will have greater protection!
Yes, of course you can. It is your motorbike after all. However, if you ever need to file a claim, you will need a proof of ownership of this motorbike. You should go to the previous owner of the motorbike whose name is listed on the Motor Registration Certificate to a public notary. The public notary will then issue Note of Transferability and then you will the rightful owner of the bike. So its best to do this before buying the insurance
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
Yes, you can. Our policy is tied to your bike and not the driver who is driving it. However, you will need to provide details of the driver namely name of the driver, his/ her driving license number and mobile number
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Any disorder of the nervous system, including the spine and brain. More common diseases are brain tumours, epilepsy, Parkinson’s and stroke.
Any bodily injury sustained by the Insured, which results in permanent loss of function in one or more body parts. Such permanent disability shall be determined by a Physician or a Medical Board.
Total permanent disability (TPD) is a condition in which an individual is no longer able to work due to injuries. You will be considered ‘totally & permanently disabled’ if you suffer total and unrecoverable loss of 2 out of your 2 eyes, arms or legs (e.g. one eye and one leg).
The full list of critical illnesses are detailed in the “Appendix – List of Critical Illnesses to be insured” of the Policy wordings.
To come
A competent authority in this context is any organisation that’s certified to prescribe medication, such as a hospital or clinic.
There are different disability package attached to different endowment products. Please refer to the individual Policy wordings for more details.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
We’re terribly sorry for your loss. For a death claim, we recommend you to contact the insurer directly as it involves a few things only the insurer can do. This will be a faster process for you. Have your policy number and details handy in case the insurer needs it. Please connect with the insurer on their hotline and let us know if we can do anything else to help.
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills due to illness. Single Health only protects one policy holder while Family Health allows the policy holder to add more dependents to enjoy the protection. We recommend Family Health if you are looking for a one-stop protection policy to protect your household.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Our Family Health policies can cover either 3 or 4 people at once, but must protect you as the policyholder – we wouldn’t want you to miss out! Family members can be any age between 1 and 50, and you can include 3 generations in the protection.
So, for example, you could get:
– You, your spouse, and 1 or 2 children protected
– You & your parents protected, or
– You, your parents and 1 of your children protected
So many possibilities!
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
We’re terribly sorry for your loss. For a death claim, we recommend you to contact the insurer directly as it involves a few things only the insurer can do. This will be a faster process for you. Have your policy number and details handy in case the insurer needs it. Please connect with the insurer on their hotline and let us know if we can do anything else to help.
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
We understand that this product may be a bit confusing and that’s why we’ve tried to make it very easy for you. Below are a few things that can happen and we’ve provided an explanation on what you can expect. If you’re still unclear – please call us on <XXX> and we’ll be happy to help
• Policyholder holds the policy to the end of the term: You will get the full pay out of your savings + interest rate. This is the best case to get maximum return!
• Policyholder surrenders the policy before that: You will get the surrender value of your savings + interest rate. Of course, you will benefit from some interest but we encourage you to keep it till end of term for maximum return
• Policyholder passes away: We hope this never happens. Beneficiary will get the higher value of death benefit or savings + interest rate
• Policyholder suffers from Total Permanent Disability: We hope this never happens. To provide for your loved ones, your beneficiary will get the higher value of Total Permanent Disability or savings + interest rate
• Policyholder gets diagnosed with Terminal Illness: We hope this never happens. You will get Terminal Illness benefit pay out. Your investment continues and you can get full savings + interest rate at maturity
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
You can change between Vietnamese and English versions of FE Shield – just head over to the ‘Account’ section of the app if you want to switch.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills due to illness. Single Health only protects one policy holder while Family Health allows the policy holder to add more dependents to enjoy the protection. We recommend Family Health if you are looking for a one-stop protection policy to protect your household.
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills. The difference comes from the causes of medical bills eligible for claims. Personal Accident only covers any medical cost arising from accidents while Single Health also covers any medical cost arising from illnesses.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Disabilities that will prevent someone from working or doing certain tasks. Check out the full policy wording here (would need this to be a link to the full policy wording) to read more.
Disabilities that will prevent someone from working or doing certain tasks. Check out the full policy wording here (would need this to be a link to the full policy wording) to read more.
You can claim this when an injury, disease or illness prevents you from working for more than 3 consecutive days
Oriental treatment includes treatment received at a legal medical facilitiy that uses traditional medicinal techniques.
Benefits protected with a lump sum payment will have the protection amount paid out at once, together.
Your hospital discharge paper should let you know what proportion of your body is injured
An infectious severe skin and nerve disease, characterised by skin bump, ulcers, and smears, coupled with sensory loss.
Any disorder of the nervous system, including the spine and brain. More common diseases are brain tumours, epilepsy, Parkinson’s and stroke.
To be eligible for Single Health product, you need to:
• Not have any history of, and not be currently suffering from mental, neurological issues, leprosy or cancer [Pop-up with these terms explained]
• Not have an injury over half or more of your body
• Not be getting treatment for an injury or an illness
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
In lots of ways! We currently accept debit/ credit cards, payment bank transfers, and Payoo. Monthly premium instalment payments are also available if you choose to pay by FE Credit Card.
Easy! You can track your enrolment progress within the ‘Policy’ ribbon – here you can access your policy dashboard, which shows not only your enrolment progress but also all the details of your application.
We save your enrolment progress for 30 days from your last moment activity, meaning you can pause your enrolment and pick up from where you left it for the following 30 days. After that, you can start a fresh application – it’s still fast & easy!
Once your policies are issued, your policy certificate can be accessed via your policy dashboard
We’ve partnered with the best insurance partners in the market to offer an unbeatable set of products to get you & those you care about protected. Currently we’ve selected one insurer to cover each of our product groups – for example, we’ve partnered with Bao Minh to offer our unbeatable Single and Family Health policies. A full list of our insurance partners can be found here [LINK TO PAGE WITH INSURANCE PARTNERS]
The time taken to issue a policy – in other words, create and share all the formal documentation – depends on the product, protection and the policyholder profile. That said, we commit to issuing all policies in no more than X working days
You can cancel your policy purchase as long as it is not yet approved via your policy dashboard under ‘Policy’. However, once the policies have been issued you will need to make a call to the customer service to cancel your policies
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
The time taken to approve and reimburse a claim depends on the product, claim type and reimbursable amount. We’ll make sure to keep you up-to-date with how far along the process your claim is.
This would happen when the insurer has looked at the claim and calculated the amount differently. Don’t worry, just contact us within 48 hours and we can see why the claim amount was different. If you’re ok with the amount, then sit back and relax while the money is sent to you
FE Shield will only communicate the claim outcome and any supporting communication that we received from the insurer. FE Shield is not responsible for determining your claim outcome. We are happy to listen to any queries or concerns you may have through our hotline at XXX and we will do our best to communicate them to your insurers
We’re terribly sorry for your loss. For a death claim, we recommend you to contact the insurer directly as it involves a few things only the insurer can do. This will be a faster process for you. Have your policy number and details handy in case the insurer needs it. Please connect with the insurer on their hotline and let us know if we can do anything else to help.
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills. The difference comes from the causes of medical bills eligible for claims. Personal Accident only covers any medical cost arising from accidents while Single Health also covers any medical cost arising from illnesses.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Any bodily injury sustained by the Insured, which results in permanent loss of function in one or more body parts. Such permanent disability shall be determined by a Physician or a Medical Board.
Disabilities that cause loss of function in one or more body parts. Please click to see disability table.
Personal Accident product covers you in case of permanent disability, partial disability, temporary disability and death. Kindly look at the policy details for more information here [Link to PA5]
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
A condition involving abnormal cells in the body, linked with an increased risk of cancer. This should be noted on your hospital discharge paper.
A term used to describe cancer that is far along in its growth, and has spread to other places in the body. Whether you’re late stage should be noted on your hospital discharge paper.
A term used to describe cancer that is early in its growth, and may not have spread to other parts of the body. Whether you’re early stage should be noted on your hospital discharge paper.
To be eligible for Cancer Care product, you need to:
• Not have been diagnosed with, and not be receiving treatment for any of the following:
– Heart disease, kidney disease, diabetes, strong or any neurological disorders
– Cancer or pre-cancerous/pre-malignant conditions
– HIV or AIDS
• Not have had, nor have been advised to receive surgery, an examination or treatment within the last 12 months
• Not have been hospitalised for 7 or more days within the last 12 months
• Not have 2 or more family members (parents or siblings) that been diagnosed with Cancer before the age of 60
For more information, contact our hotline – XXX – for more details.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Our partner pays any other person involved in an accident with your motortcycle. The Max. amount paid out if a person gets hurt or injured by you is VND 100 trieu/ accident/ person and the max. amount paid out if another motorcycle or vehicle is damaged is VND 50 trieu/ accident.
Our partner will calculate your premium based on 1.5% of Motor Value, so if your bike is worth VND 35 trieu, then you would pay VND 525,000 + taxes as premium.
CC in bikes stands for Cubic Centimeter capacity of combusion cylinder, which denotes the power in the engine. Your motor’s engine capacity should be on the motorcycle registration certificate.
This is the letter that confirms the motorcycle has been transferred to you. It should be stamped by the relevant authority. Please call us if you have any questions.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
The details of your motor is important in helping us design a tailored policy personalised just for you.
Our Two Wheeler insurance partner will price the Motor Loss benefit premium within the policy depending on how valuable they deem your motor to be. For example, if you have a brand-spanking new motor your Two Wheeler Motor Loss premium will be higher, and your motor will have greater protection!
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Yes, of course you can. It is your motorbike after all. However, if you ever need to file a claim, you will need a proof of ownership of this motorbike. You should go to the previous owner of the motorbike whose name is listed on the Motor Registration Certificate to a public notary. The public notary will then issue Note of Transferability and then you will the rightful owner of the bike. So its best to do this before buying the insurance
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
Yes, you can. Our policy is tied to your bike and not the driver who is driving it. However, you will need to provide details of the driver namely name of the driver, his/ her driving license number and mobile number
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Any disorder of the nervous system, including the spine and brain. More common diseases are brain tumours, epilepsy, Parkinson’s and stroke.
Any bodily injury sustained by the Insured, which results in permanent loss of function in one or more body parts. Such permanent disability shall be determined by a Physician or a Medical Board.
Total permanent disability (TPD) is a condition in which an individual is no longer able to work due to injuries. You will be considered ‘totally & permanently disabled’ if you suffer total and unrecoverable loss of 2 out of your 2 eyes, arms or legs (e.g. one eye and one leg).
The full list of critical illnesses are detailed in the “Appendix – List of Critical Illnesses to be insured” of the Policy wordings.
To come
A competent authority in this context is any organisation that’s certified to prescribe medication, such as a hospital or clinic.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills due to illness. Single Health only protects one policy holder while Family Health allows the policy holder to add more dependents to enjoy the protection. We recommend Family Health if you are looking for a one-stop protection policy to protect your household.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Our Family Health policies can cover either 3 or 4 people at once, but must protect you as the policyholder – we wouldn’t want you to miss out! Family members can be any age between 1 and 50, and you can include 3 generations in the protection.
So, for example, you could get:
– You, your spouse, and 1 or 2 children protected
– You & your parents protected, or
– You, your parents and 1 of your children protected
So many possibilities!
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
We understand that this product may be a bit confusing and that’s why we’ve tried to make it very easy for you. Below are a few things that can happen and we’ve provided an explanation on what you can expect. If you’re still unclear – please call us on <XXX> and we’ll be happy to help
• Policyholder holds the policy to the end of the term: You will get the full pay out of your savings + interest rate. This is the best case to get maximum return!
• Policyholder surrenders the policy before that: You will get the surrender value of your savings + interest rate. Of course, you will benefit from some interest but we encourage you to keep it till end of term for maximum return
• Policyholder passes away: We hope this never happens. Beneficiary will get the higher value of death benefit or savings + interest rate
• Policyholder suffers from Total Permanent Disability: We hope this never happens. To provide for your loved ones, your beneficiary will get the higher value of Total Permanent Disability or savings + interest rate
• Policyholder gets diagnosed with Terminal Illness: We hope this never happens. You will get Terminal Illness benefit pay out. Your investment continues and you can get full savings + interest rate at maturity
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
You can only purchase our individual products – that is, Single Health, Two Wheeler, Personal Accident, and Cancer Care – for the person registered with a mobile number and National ID in the Shield application.
The documents you need to provide to make an insurance protection purchase differ depending on the policy you are purchasing. Trust us, we’re doing our best to make sure you need to supply as little information as possible.
For all products, you will be required to upload a copy of the policy holder’s National ID.
For Family Health, you will also be required to provide National IDs of the family members included on the policy, or enter personal details such as name, date of birth etc. details for family members that do not possess a National ID.
For two-wheeler, you need to have a motorbike registration card and/or VIN number, engine number and license plate of the vehicle.
We need these documents to make sure we know who it is that we’re protecting. The better the information that you provide when buying the policy, the easier it is to make claims in future. If you have any concerns about providing any of the details mentioned above, get in touch and we can talk you through them in detail.
Your premium is calculated according to the rates provided by individual insurers. Your premium is calculated based on your coverage as well as your profiles
For Single Health, Family Health, 2-Wheeler, and Personal Accident, we only offer 1-year coverage. When buying the protection you will have the opportunity to choose the protection amount you would like to choose.
For Term Life and Endowment products, we offer a multi-year coverage and you can also adjust your coverage
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX
You will only be allowed to change/ update the following information:
We do not allow any changes relating to your other personal details as they are retrieved from your national ID. For changes related to national ID and its details, please contact our hotline at XXX where our customer service representatives will guide you to provide your new National ID
You can change your mPIN on the ‘Account’ ribbon found at the bottom of the screen, where you can then choose ‘Change mPIN’. You will be requested to first provide your current mPIN for authentication and subsequently your new mPIN. Your mPIN change will be in effect immediately.
For security reasons, we will only store bank account details for the purpose of disbursement of claims through bank transfer. You can update your bank account details under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Payment’ Disbursement. You will be requested to provide your name per bank’s record, account number and the name of the bank
You can store multiple bank account details and you can delete any bank account details that you no longer use.
You can change your delivery address under the ‘Account’ ribbon found at the bottom of your app screen and choose ‘Profile’. Please note that delivery address will be used to deliver your hardcopy policy certificate and any claims payment by post. It is very important that you store an accurate delivery address.
If you head to the ‘Profile’ section before uploading your National ID, you will be prompted to scan your National ID before entering your delivery address details.
A referral code is a unique code that you can share with your family and friends to use FE Shield. Should one of your friends or family register with FE Shield using your referral code, and subsequently make a policy purchase, you will unlock a gift (e.g. shopping voucher etc.).
FE Shield will automatically remember the name, date of birth, gender, national ID, mobile phone, and address of policy holders, be it yourself as the app user or anyone that you buy a policy on his/ her behalf. By doing so, we hope to make any future purchase convenient for you as you will not need to enter all the information again. FE Shield, being part of FE Credit, ensures compliance to data protection regulation in Vietnam
To make sure our products and services work seamlessly, we collect a few bits of information about you. We want to be transparent about what these bits of information are:
• Information provided by or confirmed by you within the app or on our website
For example, personal details you provide when scanning and/or entering your National ID details to purchase a policy, and any further information you are asked to provide as part of the enrolment process.
• Information about your enrolment and claims interactions with us
For example, the policies you purchase and the claims you submit, including the information collected to successfully submit a claim.
• Information about how you use your phone
We collect information that tells us how you navigate the FE Shield app – this helps us to improve the app for the future, and ensures we cater to your insurance needs more effectively!
• Information stored elsewhere on your phone that you give us access to
When you need to scan your National ID or take photos of documents required for claims, we’ll ask you for permission to access your phone camera. Doing so gives us access to some additional data that your camera generates.
If you have questions that are not covered in our FAQs, please contact our hotline on XXX, or leave us a message in the FE Shield app.
You can make changes to your personal details by going to the ‘Profile’ screen within the ‘Account’ tab of the FE Shield app. Having said that, you will only be able to change your:
• Delivery address
• Email
• mPIN
• Biometric authentication
• Payment method
If you need assistance, or need to change other details, please contact our hotline at XXX. <FEC to enter number>
Yes. If you need to make changes to your mobile number, kindly contact our hotline at XXX <FEC to enter number> as soon as possible and we will set you right up.
We currently offer 8 main products that you can purchase, make a claim against, and manage in our app. These are:
• Single health: This protection provides a monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illnesses
• Family health: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to illness not only for you but also for your dependents. You can insure up to 4 people including yourself
• Two-wheeler: This protection provides reimbursement against repair cost on your motorbike as well as compulsory third-party liabilities that you may incur
• Personal accident: This protection provides monetary pay-out to cover your hospitalization/ outpatient treatment bills due to accidents
• Cancer care: This protection gives you a lump sum money at the point of cancer diagnosis
• Term life: This protection gives a lump sum money in the event of untimely death within the coverage period
• Health Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Health Rider that provides monetary pay-out to cover some hospitalization costs
• Education Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death within the coverage period. This protection comes with Education Rider that provides additional regular cash-out to cover your children’s education in the event of untimely death within the coverage period
• Savings Endowment: This protection serves as a savings product where you can expect to get your savings back with the agreed interest at the end of your coverage period. Additionally, this protection also gives a lump sum money in the event of untimely death or disability within the coverage period.
Deciding on what protection you need largely follows your life journey.
For example, if you are young, healthy, and lead a physically active lifestyle, then Personal Accident protection might be the right product for you.
If you have bought your new motorcycle as a cherished possession, it may be a good idea to go a little bit further and protect your motorcycle with the two-wheeler insurance.
If you are the breadwinner of your family and want to make sure your family remains well-provided for in case you suffer from an unfortunate incident, one of our Life products (Term Life, Endowment with
Health rider, Endowment with Education rider) might be appropriate.
Knowing which insurance protection to buy isn’t easy; that’s where we can help. Give us a call on XXX to talk through your situation in more detail and we’d be happy to recommend you one of our products
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills due to illness. Single Health only protects one policy holder while Family Health allows the policy holder to add more dependents to enjoy the protection. We recommend Family Health if you are looking for a one-stop protection policy to protect your household.
Both products provide monetary pay-out to cover hospitalization/ outpatient treatment bills. The difference comes from the causes of medical bills eligible for claims. Personal Accident only covers any medical cost arising from accidents while Single Health also covers any medical cost arising from illnesses.
You will realize that most of our products are shorter in tenure that the typical insurance products in the market. This is to provide you with the flexibility and the freedom to choose if you would like to extend your protection for a longer period of time.
Nearing the end of the coverage period, you will receive a notification from us offering you an automated renewal. You will then only be required to provide your consent to this notification via the app, confirm your personal details remain updated and we will automatically renew your policies
In the case of Endowment products, you will be prompted to confirm your preferred payment disbursement details and we will pay out the endowment accordingly.
Disabilities that will prevent someone from working or doing certain tasks. Check out the full policy wording here (would need this to be a link to the full policy wording) to read more.
Disabilities that will prevent someone from working or doing certain tasks. Check out the full policy wording here (would need this to be a link to the full policy wording) to read more.
You can claim this when an injury, disease or illness prevents you from working for more than 3 consecutive days
Oriental treatment includes treatment received at a legal medical facilitiy that uses traditional medicinal techniques.
Call us old-fashioned, but hard copy of the insurance policy certificate as well as any claim payment you choose to send by post will be sent to the delivery information you enter. FE Shield will also send any important communication as required to this address (that’s if a physical copy needs to be sent to you!).
Buying insurance protection within the FE Shield app is fast & easy.. Your application can be done in as little as 15 minutes, just follow these steps:
• Step 1: Select the products you would like to purchase under ‘Apply’ section
• Step 2: You can then choose either the recommended package for you or customize your preferred premium /protection
• Step 3: You will be required to enter your personal details so we know who the policy is for.
• Step 4: Depending on the products you select, you may be required to answer some health-related questions
• Step 5: You will then make a payment. You have the option to make the payment using credit/ debit card as well as using mobile payment channel (e.g. Payoo). You can also pay your premium in monthly instalments if you’re using the FE Credit Card.
Please contact our hotline at XXX and one of our friendly customer service representatives will be happy to assist you. Do note that if we do no receive the payment up to a certain period, your protection may be terminated.
FE Shield ‘remembers’ personal details that you have provided in the past, solely to make your experience faster and more convenient for you. Rest assured, we follow a strict data protection compliance to ensure that your personal details remain safe.
A hard copy of the insurance policy certificate will be sent to the delivery address you’ve provided. This certificate will detail all the key information about your policy, such as the coverage, your policy number and expiry dates.
What we are referring to here is the treatment for serious illness which requires you to frequently and regularly seek medical treatments
You can make changes to your personal information such as name, delivery address, email address. To do so, you can do that on the Account section of the FE Shield app or contact us on our hotline.
Unfortunately for your own safety, we will only allow you to buy for yourself. However, if you are looking for a family protection, we also provide Family Health protection where you can include your parents, parents in law, spouse and children under the same protection. However, we are more than happy to call your loved ones that you would like to buy protection for and assist him/ her on the purchase. Please share with us their contact details and we will take it from there
Yes, you can. But before you do so, do note that your current policy may be different from ours in terms of protection, premium amount and other details.
Your protection needs will differ according to your personal and/ or health situation. FE Shield and your insurers would like to make sure that you insurance policies are customised to suit your needs.
We’re sorry! Filing a claim is never a good thing and we try and make it as easy as possible. FE Shield allows you to make your claim filing via a fast, easy, and transparent process. Your filing can be done in as little as 15 minutes. Simply follow the steps on the screen, broadly consist of the following:
• Step 1: Under the “Claim” section, select the policy you want to claim from
• Step 2: Provide information required surrounding the type of claim, date of incident, cause of incident, plus a little more info
• Step 3: Upload relevant supporting documents (the more documents you provide the better)
• Step 4: Choose your preferred reimbursement method
• Step 5: When requested, send your physical documents to the required insurer (Don’t worry – we’ll let you know when you need to within the app)
• Step 6: Submit your claim and track your claim status on your claim dashboard under ‘Claims’
OR you can contact the insurer directly and file a claim with them
That depends on which policy you’re claiming against! Expand each of the products below to see which protection benefits you can claim for. Not clear? Let us know by giving us a call or sending us a message within FE Shield.
You can submit a claim for up to the amount you are protected for within your policy against each benefit – click here to see a breakdown of your policy and view how much you can claim against each benefit.
For both cases, your insurers will then assess your application and let you know the amount you are eligible to claim based on the details of the incidents.
The list of supporting documents depend on the policy and the type of claims. Please find the list of supporting documents here
Yes, you will be required to both upload softcopy of your documents as well as to send the hardcopy of the documents to your insurers. When you first make a claim we’ll only ask for the soft copies – once we’ve reviewed these we’ll get in touch to let you know how you can send the hardcopies to the insurer.
You will be notified in case you are required to provide additional supporting documents. You can then upload the requested documents from your claim dashboard under ‘Claims’
We currently support 2 reimbursement methods that we offer:
1. Bank account transfer: just provide your bank details (bank name, account number, account holder name) and the claim will be credited to your account once approved – of course we’ll notify you when this happens!
2. Cheque: Provide your address and the cheque will be delivered to you – again, we’ll notify you when the claim has been approved!
We at FE Credit will do the initial document check to ensure that you have all the minimum documents required for the insurers to assess your claims. FE Credit will then pass all your claim details and supporting documents to your insurers, who will perform the claim assessment and communicate the outcome of your claim application. We’ll keep you in the loop throughout the process to let you know how far along your claim is.
You can track your claim’s progress within the ‘Claim’ ribbon, which not only details your claim progress but contains the details of your submitted claim.
You can provide the supporting documents requested via your claim dashboard under ‘Claim’. You should also receive a push notification from FE Shield in the event you are requested to submit additional documents
FE Shield is a mobile app owned and developed by FE Credit solely for the purpose of insurance activities where customers can make a purchase, make a claim and manage their insurance plans quickly and easily. FE Shield is solely owned and managed by FE Credit and therefore abide to any data protection policy and compliance assured by FE Credit
FE Shield connects customers to insurers who are partners of FE Credit. In selecting partner insurers, FE Credit conducts an extensive assessment of insurers as well as a tailored product design process to ensure that partner insurers are reliable and relevant to the needs of FE Credit’s customers
FE Credit is a leading customer credit company in Vietnam. FE Credit focuses on issuing fast and easy financial products to its customers. FE Credit is a subsidiary company of VPBank of Vietnam
You can call FE Credit via our hotline on XXX