If you have questions...


A Term Life policy is an insurance policy that pays out a lump sum amount (known as the sum assured) in the event of your death or total and permanent disability. This amount is paid out to you or whomever you have nominated as the nominee of your term life policy.

Total and Permanent Disability or TPD is when you suffer from a permanent injury or disability that prevents you from working or performing basic living functions. It is more technically defined here, and if you are struck by it, your Term Life policy will pay out the sum assured so that you and your family can use it to provide care and support for you as well as replace the loss of your income because you are not able to work anymore.

Total and permanent disability of a breadwinner can be more of a financial burden to a family than their death. Not only does the family lose the income of the breadwinner, but extra financial resources will be needed to take care of them.


Our Term Life policy is described as a pure protection policy because there is no investment or savings component. Premiums you pay are not refundable, and your policy cannot be surrendered for any cash value.

However, since you are only paying for pure protection without allocating your money into any investments, this means that your premiums will be substantially cheaper than policies which combine protection with savings and investments elements.


As good practice, most independent financial planners will recommend a stand-alone investment plan that meets your savings or investment goals, but only after essential protection plans, like term life insurance and medical insurance, are in place.


Depending on your health profile, we may offer you an optional Critical Illness Add-on in addition to your Term Life policy. If you choose to purchase this add-on, you will be getting an advance payment of 25% of your sum assured if you are later diagnosed with one of the defined Critical Illness, specifically, Cancer, Stroke, Heart Attack or Coronary Artery Bypass Surgery.

The purpose of this Critical Illness Add-On is for you to have some cash support as you overcome your critical illness e.g. funds for medical treatment or to support your family whilst you are undergoing medical treatment or recuperating.


Sure. Say you purchase a Critical Illness Add-On together with your Term Life policy of RM1,000,000 sum assured. If you are later diagnosed with a Critical Illness, the policy will pay you 25% or RM250,000 first out of your Term Life policy sum assured of RM1,000,000. Your Term Life policy will continue to be in force and will be reduced to a remaining sum assured of RM750,000 payable upon your death or TPD.


Yes.

First, the claim has to be one of four very specific Critical Illnesses: Cancer, Stroke, Heart Attack or Coronary Artery Bypass Surgery. There are very specific definitions as to what is considered to be one of these Critical Illnesses.

Second, you must be diagnosed with the Critical Illness within the Critical Illness coverage period.

Third, you are allowed only one Critical Illness claim per Term Life policy.

Finally, there are a list of exclusions which will not be covered. These are listed in the Product Disclosure Sheet (Yearly Renewable Term / Level Term).


World-wide industry experience shows that more than 80% of all critical illness claims made are for one of these illnesses. To ensure reasonable premiums for all policyholders, Fi’s Critical Illness Add-On is limited to these four illnesses.


This is likely due to some factor in your health and lifestyle profile that makes you ineligible. However, if you purchased a Fi Term Life policy, your fundamental life insurance needs will be covered.


We may offer you an Accidental Death Cover if we are unable to offer you a Term Life policy due to your medical history, health profile, or occupation. Our Accidental Death Cover is an insurance policy that pays out a lump sum amount in the event of an accident that leads to your Death or Total and Permanent Disability.

Though more limited in scope, the Accidental Death Cover provides protection against sudden and unexpected death due to accidents. It also pays up to RM 20,000 for non-accidental death from the third (3rd) policy year onwards.


The Term Life policy, the Critical Illness Add-on and the Accidental Death Cover are all insured and underwritten by Tokio Marine Life Insurance Malaysia Bhd. This means that Tokio Marine Life Insurance Malaysia Bhd is responsible for payments of all claims under the issued insurance policies.

Tokio Marine Life Insurance Malaysia Bhd is a life insurer licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia. It has been operating in Malaysia since 1948 and was registered as Tokio Marine Life Insurance Malaysia Bhd in 1998. It is part of the Tokio Marine Group, one of the world’s most globally diversified and financially secure insurance groups, with its holding company, Tokio Marine Holdings, Inc, listed on the Tokyo Stock Exchange.


Eligible age:

  • For the variable premium Yearly Renewable Term policy, you need to be between 18 and 64 years old
  • For the fixed premium Level Term policy:
    • Between 18 and 59 years old for a 10, 15 and 20 years Level Term Policy
    • Between 18 and 54 years old for a 25 years Level Term policy
    • Between 18 and 49 years old for a 30 years Level Term policy

You also need to fulfil the following criteria:

  • You are a Malaysian citizen
  • You currently reside in Malaysia (you are also eligible if you currently reside in Brunei, Singapore, USA, Canada, UK, Ireland, Australia, New Zealand, Hong Kong, Japan or Taiwan but you need to have a Malaysian residential address)
  • You have a valid email address and mobile number

Currently no, but we’re working on getting coverage for foreigners who reside or work in Malaysia. Watch this space.


If you’re Malaysian but live in Brunei, Singapore, USA, Canada, UK, Ireland, Australia, New Zealand, Hong Kong, Japan or Taiwan, you are eligible to buy a policy. All you need is a residential address in Malaysia.


The amount you pay for your insurance, or premium, is calculated based on your sum assured and whether you choose a Yearly Renewable Term policy or a Level Term policy. The premium varies depending on your age, sex, smoker status, health condition, family history and lifestyle.

To view your premium, get a quote via our website.


You have a choice of premiums that are either fixed for either 10, 15, 20, 25 or 30 years (popularly known as a level term policy), or premiums that increase slightly every year according to your age (popularly known as a yearly renewable term (“YRT”) policy). YRT policy premiums are usually cheaper in the beginning, but renews at a slightly higher premium every year as you get older.


Which you choose depends on your personal preference. Do you prefer the security of knowing that your premiums will be fixed for the next 10-30 years? Then the fixed premium level term policy is for you. But if you feel that you’d rather pay lesser in the beginning, but renew at a slightly higher rate every year as you earn more, then a YRT policy might be more suitable for you.


On our website, you can get a side-by-side quote for both the level term policy and the YRT policy. You can also see your how much your future yearly premiums are for the duration of the YRT policy.


You have an option to choose to pay fixed premiums for either a 10, 15, 20, 25 or 30 year term. Which term you choose depends on your own personal circumstances. As a rule of thumb, choose a period when your dependents would still depend on your income.

For example:

  • If you have a 20 year mortgage, and you would like your family to not worry about repayments if you pass on, then choose a 20 year level term.
  • If you have a 10 year old son, and he is likely to depend on you for financial support until he earns his own living at age 25, then choose a 15 year level term.
  • If you are the sole breadwinner and would like to continue to provide for a non-working spouse for the rest of her life should you pass on, then choose the maximum of 30 years level term.

The maximum sum assured you are eligible for depends on your age and income.


Yes, our underwriter, Tokio Marine Life Insurance Malaysia Bhd, guarantees that the premiums for the level term policy will remain unchanged throughout the duration of the policy.


No. For YRT policies, Tokio Marine Life Insurance Malaysia Bhd reserves the right to amend premiums for all customers if there is a change in their overall risk profile. If this happens, you will be given 90 days’ notice of a change in your premium but it will not take effect until the next policy anniversary.


No. For all Critical Illness Add-Ons, including the fixed premium ones, our underwriter, Tokio Marine Life Insurance Malaysia Bhd, reserves the right to amend premiums for all customers if there is a change in their overall risk profile. If this happens, you will be given 90 days’ notice of a change in your premium but it will not take effect until the next policy anniversary.


Yes. Premiums for smokers are higher than those for non-smokers. However, if you stop smoking, and have done so for twelve consecutive months, you can apply for your premiums to be reduced by writing in to Tokio Marine Life Insurance Malaysia Bhd.


Yes. If your vaping liquids (or also popularly known as ‘juices’) contain nicotine, the premiums you would have to pay are higher than those for non-smokers or non-vapers. However, if you stop vaping with nicotine-based substances, and have done so for twelve consecutive months, you can apply for your premiums to be reduced by writing in to Tokio Marine Life Insurance Malaysia Bhd.


No medical check-up is required. However, when applying for your policy, you must answer all the questions on our website truthfully. Otherwise, if you have a claim on the policy in the future, Tokio Marine Life Insurance Malaysia Bhd. reserves the right to reject the claim if you have not been truthful.


The sum assured offered on our Term Life Cover policies ranges from RM100,000 to RM1,000,000 depending on your age and income.

This sum assured range is for Term Life policies that we issue online instantly without any medical examinations.

We are currently exploring offering a higher maximum sum assured if you are willing to undergo a medical examination. Please leave your contact details here if you want us to alert you once we are able to do this.


We have a life insurance calculator that will advise on how much coverage (i.e. sum assured) you need.

Please note though that we might not be able to offer you the full coverage you need as this depends on your age and income.


A waiting period is when you are not allowed to make a claim for specific situations or illnesses diagnosed or occurring within a certain period after you have bought our policy. Here are some examples of situations which have waiting periods:


Situation Waiting Period
Death caused by suicide One year
Critical Illness 30 days

For example, if death results from suicide, claimants are not allowed to claim on the life insurance policy if the suicide occurs within the waiting period of one year of the policy being purchased. If you have chosen a Critical Illness add-on to your policy, you are not allowed to claim on the Critical Illness Add-On if the critical illness is diagnosed within the waiting period of one month of the policy being purchased.

A detailed list of specific situations and their waiting periods can be found in the Product Disclosure Sheet of your policy.


Assuming you continue paying premiums throughout and your policy is in force, the period for which you are covered depends on the triggering event.

For the Term Life policy and optional Critical Illness Add-on, the triggering events are:


Triggering Event Yearly Renewable Term Level Term
Death Age 80 on the next birthday 10, 15, 20, 25 or 30 years (depending on term chosen);

or

Age 80 on the next birthday, whichever is earlier.
Total and Permanent Disability Age 70 on the next birthday 10, 15, 20, 25 or 30 years (depending on term chosen);

or

Age 70 on the next birthday, whichever is earlier.
Critical Illness
Accidental Death

For example, if you die when you’re 78 years old, which is before you turn 80 on your next birthday, your dependants are still entitled to a full cash pay-out. But if instead you suffer a total and permanent disability or critical illness when you’re 78 years old, you will not be entitled to a cash pay-out.

If you are offered an Accidental Death Cover instead of a Term Life policy, you are only covered if the accidental death occurs before you turn 75 on your next birthday.

However, if your policy ends before the Maximum Coverage Period above, your policy will only cover up to the end of the coverage term.


Fi’s Term Life policy is suitable for you if:

  • you are looking for a pure protection life insurance with affordable premiums
  • you have dependants who depend on your income (e.g. spouse, children, aging parents)
  • you have a mortgage or other debt that you want to be paid off immediately upon your death so that your family can live in a debt-free home without worrying about any mortgage repayments.

For more information on the benefits of a Term Life policy, please read What is Term Life Policy?


Unfortunately, we do not, and we do not intend to offer such policies anytime in the future. Currently, we only offer pure protection life insurance, which does not have a savings and investment components, and hence no returns or cash value.

We do not offer such policies because we believe you should separate your protection needs, which is covered by a pure protection life insurance, from your savings and investment needs. From the premium savings you get by buying a pure protection term life insurance like Fi Life’s, we recommend you start a separate savings and investment plan that suits your investment needs and risk profile. This plan is likely to include investments in equities, such as unit trusts or exchange-traded funds.


Certain situations are not covered by your insurance policy. Some examples of exclusions are as follows:


Nature of Claim Exclusions
Death Suicide (within one year of policy issuance or reinstatement, whichever is later)
Total and Permanent Disability
  • Self-inflicted injury
  • War, strikes, civil war
  • Inhalation, absorption or administration of poison, gas, fumes
  • Consumption of alcohol or drugs beyond legally permissible limits
  • Whilst committing a felony
  • Service in police, military, navy or air force
  • Participation in any kind of racing
  • Operating aerial conveyance (except flying scheduled airlines)
  • Pre-existing Illness
Accidental Death
Critical Illness
  • Pre-existing Illness or disability or any signs or symptoms which existed before or at the issue date of this policy.
  • Critical Illness is diagnosed within the thirty (30) days from the issue date of this policy.

The above list is non-exhaustive. Please refer to our Product Disclosure Sheet (PDS) and your policy contract for the full list of exclusions.


Just your NRIC. We will need a soft copy (picture/scan) of the front and back of your NRIC when you purchase a policy from us. This is required by the insurance company to verify your identity and to prevent complications during claims.

Our online application process will allow you to upload the documents in a simple and secure way. Alternatively, you may forward the NRIC copy to our email (hello@fi.life) or to our WhatsApp number (+6018 208 2000).

You can upload the front and back NRIC copies in .jpg, .jpeg, .png, .gif, .pdf, with a maximum file size of 5MB each.


Yes. Up to RM3,000 of life insurance premiums paid by you in any calendar year qualifies for a personal tax income relief under the category for Life insurance. Tokio Marine Life Insurance Malaysia Bhd will issue you with an annual Confirmation of Premium Payment Statement Board around February/March of the year so you can claim the relief when you file your income tax return in April.


Yes. However, you can only purchase up to a maximum of RM1,000,000 sum assured over all of your Fi Life policies that have been underwritten by Tokio Marine Life Insurance Malaysia Bhd , subject to other limits based on your age and income. Should your combined policies exceed the maximum limit of RM1,000,000, Tokio Marine Life Insurance Malaysia Bhd will only be liable to pay out the first RM1,000,000.


No. If you wanted to insure both lives, you both will each need to apply for a separate Term Life policy with your own individualised premium payment amount.


Please answer all questions truthfully and disclose all material and relevant information related to your health and lifestyle during the online application process. If you do not do this, you run the risk of your policy being voided and your claim rejected.

SCO and SCO+ stands for Smart Care Optimum and Smart Care Optimum Plus. They are medical insurance plans that pay for your hospital bills if you are admitted or warded at a hospital. In this FAQ, the SCO and SCO+ plans are collectively referred to as the “SCO plans”.

  • There are no lifetime claim limits for SCO+ (except for Home Nursing Care). For SCO, there are lifetime limits for outpatient cancer, kidney dialysis and Home Nursing Care
  • Annual claim limits are higher for SCO+
  • Deductible option to reduce premiums available only for SCO Plans, not SCO+

The SCO plans cover almost any illness, disease, medical condition or accident as long as you are hospitalised (i.e. you are warded).

The SCO plans cover hospitalisation charges related to a Critical Illness. But they are not Critical Illness insurance policies that pay a lump sum if you suffer a Critical Illness.

It depends. If you have a pre-existing health condition, our underwriter AXA, might ask for further information including a recent medical report.

All hospitalisation charges are covered unless they relate to medical conditions that are excluded in your policy. All exclusions are listed in the endorsement section of your policy.

Room & Board is the published room accommodation and meals rate by the hospital where you are hospitalised. The limit means the maximum amount you can claim per day for your hospital room and meal charges. The limit per day depends on the plan you choose.

No, the SCO Plans do not cover clinic visits.

The SCO plans provide one year coverage after the effective date. You can renew them until you’re 100 years old.

Yes, the SCO plans cover hospitalisation charges related to Cancer. However, whilst there is no lifetime limit for costs of outpatient cancer treatment for SCO+, there is a separate lifetime claim limit for SCO.

Yes, the SCO plans cover hospitalisation charges related to kidney disease. However, whilst there is no lifetime limit for costs of outpatient kidney dialysis for SCO+, there is a separate lifetime limit for SCO.


The SCO plans do have a small portion payable on Death but not for TPD.

Yes, premiums for the SCO plans are eligible for income tax deduction.

SCO/SCO+ does not cover any pre-existing conditions, that is, illnesses or medical conditions that you already have. You should answer our online application truthfully and declare any pre-existing conditions, otherwise you run the risk of your claim being rejected.

If you do have a pre-existing condition, AXA could either reject your application or offer you a policy with specific exclusions. Those exclusions will not be covered by your SCO/SCO+ plan and can be found in the endorsement section of your policy.

There are also some general exclusions (e.g. plastic or cosmetic surgery, pregnancy, etc) and the full list can be found in the exclusions section of the product brochure (SmartCare Optimum / SmartCare Optimum Plus).

A Term Life policy is an insurance policy that pays out a lump sum amount (known as the sum assured) in the event of your death or total and permanent disability. This amount is paid out to you or whomever you have nominated as the nominee of your term life policy.

Total and Permanent Disability or TPD is when you suffer from a permanent injury or disability that prevents you from working or performing basic living functions. It is more technically defined here, and if you are struck by it, your Term Life policy will pay out the sum assured so that you and your family can use it to provide care and support for you as well as replace the loss of your income because you are not able to work anymore.

Total and permanent disability of a breadwinner can be more of a financial burden to a family than their death. Not only does the family lose the income of the breadwinner, but extra financial resources will be needed to take care of them.


Our Term Life policy is described as a pure protection policy because there is no investment or savings component. Premiums you pay are not refundable, and your policy cannot be surrendered for any cash value.

However, since you are only paying for pure protection without allocating your money into any investments, this means that your premiums will be substantially cheaper than policies which combine protection with savings and investments elements.


As good practice, most independent financial planners will recommend a stand-alone investment plan that meets your savings or investment goals, but only after essential protection plans, like term life insurance and medical insurance, are in place.


Depending on your health profile, we may offer you an optional Critical Illness Add-on in addition to your Term Life policy. If you choose to purchase this add-on, you will be getting an advance payment of 25% of your sum assured if you are later diagnosed with one of the defined Critical Illness, specifically, Cancer, Stroke, Heart Attack or Coronary Artery Bypass Surgery.

The purpose of this Critical Illness Add-On is for you to have some cash support as you overcome your critical illness e.g. funds for medical treatment or to support your family whilst you are undergoing medical treatment or recuperating.


Sure. Say you purchase a Critical Illness Add-On together with your Term Life policy of RM1,000,000 sum assured. If you are later diagnosed with a Critical Illness, the policy will pay you 25% or RM250,000 first out of your Term Life policy sum assured of RM1,000,000. Your Term Life policy will continue to be in force and will be reduced to a remaining sum assured of RM750,000 payable upon your death or TPD.


Yes.

First, the claim has to be one of four very specific Critical Illnesses: Cancer, Stroke, Heart Attack or Coronary Artery Bypass Surgery. There are very specific definitions as to what is considered to be one of these Critical Illnesses.

Second, you must be diagnosed with the Critical Illness within the Critical Illness coverage period.

Third, you are allowed only one Critical Illness claim per Term Life policy.

Finally, there are a list of exclusions which will not be covered. These are listed in the Product Disclosure Sheet (Yearly Renewable Term / Level Term).


World-wide industry experience shows that more than 80% of all critical illness claims made are for one of these illnesses. To ensure reasonable premiums for all policyholders, Fi’s Critical Illness Add-On is limited to these four illnesses.


This is likely due to some factor in your health and lifestyle profile that makes you ineligible. However, if you purchased a Fi Term Life policy, your fundamental life insurance needs will be covered.


We may offer you an Accidental Death Cover if we are unable to offer you a Term Life policy due to your medical history, health profile, or occupation. Our Accidental Death Cover is an insurance policy that pays out a lump sum amount in the event of an accident that leads to your Death or Total and Permanent Disability.

Though more limited in scope, the Accidental Death Cover provides protection against sudden and unexpected death due to accidents. It also pays up to RM 20,000 for non-accidental death from the third (3rd) policy year onwards.


The Term Life policy, the Critical Illness Add-on and the Accidental Death Cover are all insured and underwritten by Tokio Marine Life Insurance Malaysia Bhd. This means that Tokio Marine Life Insurance Malaysia Bhd is responsible for payments of all claims under the issued insurance policies.

Tokio Marine Life Insurance Malaysia Bhd is a life insurer licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia. It has been operating in Malaysia since 1948 and was registered as Tokio Marine Life Insurance Malaysia Bhd in 1998. It is part of the Tokio Marine Group, one of the world’s most globally diversified and financially secure insurance groups, with its holding company, Tokio Marine Holdings, Inc, listed on the Tokyo Stock Exchange.


Eligible age:

  • For the variable premium Yearly Renewable Term policy, you need to be between 18 and 64 years old
  • For the fixed premium Level Term policy:
    • Between 18 and 59 years old for a 10, 15 and 20 years Level Term Policy
    • Between 18 and 54 years old for a 25 years Level Term policy
    • Between 18 and 49 years old for a 30 years Level Term policy

You also need to fulfil the following criteria:

  • You are a Malaysian citizen
  • You currently reside in Malaysia (you are also eligible if you currently reside in Brunei, Singapore, USA, Canada, UK, Ireland, Australia, New Zealand, Hong Kong, Japan or Taiwan but you need to have a Malaysian residential address)
  • You have a valid email address and mobile number

Currently no, but we’re working on getting coverage for foreigners who reside or work in Malaysia. Watch this space.


If you’re Malaysian but live in Brunei, Singapore, USA, Canada, UK, Ireland, Australia, New Zealand, Hong Kong, Japan or Taiwan, you are eligible to buy a policy. All you need is a residential address in Malaysia.


The amount you pay for your insurance, or premium, is calculated based on your sum assured and whether you choose a Yearly Renewable Term policy or a Level Term policy. The premium varies depending on your age, sex, smoker status, health condition, family history and lifestyle.

To view your premium, get a quote via our website.


You have a choice of premiums that are either fixed for either 10, 15, 20, 25 or 30 years (popularly known as a level term policy), or premiums that increase slightly every year according to your age (popularly known as a yearly renewable term (“YRT”) policy). YRT policy premiums are usually cheaper in the beginning, but renews at a slightly higher premium every year as you get older.


Which you choose depends on your personal preference. Do you prefer the security of knowing that your premiums will be fixed for the next 10-30 years? Then the fixed premium level term policy is for you. But if you feel that you’d rather pay lesser in the beginning, but renew at a slightly higher rate every year as you earn more, then a YRT policy might be more suitable for you.


On our website, you can get a side-by-side quote for both the level term policy and the YRT policy. You can also see your how much your future yearly premiums are for the duration of the YRT policy.


You have an option to choose to pay fixed premiums for either a 10, 15, 20, 25 or 30 year term. Which term you choose depends on your own personal circumstances. As a rule of thumb, choose a period when your dependents would still depend on your income.

For example:

  • If you have a 20 year mortgage, and you would like your family to not worry about repayments if you pass on, then choose a 20 year level term.
  • If you have a 10 year old son, and he is likely to depend on you for financial support until he earns his own living at age 25, then choose a 15 year level term.
  • If you are the sole breadwinner and would like to continue to provide for a non-working spouse for the rest of her life should you pass on, then choose the maximum of 30 years level term.

The maximum sum assured you are eligible for depends on your age and income.


Yes, our underwriter, Tokio Marine Life Insurance Malaysia Bhd, guarantees that the premiums for the level term policy will remain unchanged throughout the duration of the policy.


No. For YRT policies, Tokio Marine Life Insurance Malaysia Bhd reserves the right to amend premiums for all customers if there is a change in their overall risk profile. If this happens, you will be given 90 days’ notice of a change in your premium but it will not take effect until the next policy anniversary.


No. For all Critical Illness Add-Ons, including the fixed premium ones, our underwriter, Tokio Marine Life Insurance Malaysia Bhd, reserves the right to amend premiums for all customers if there is a change in their overall risk profile. If this happens, you will be given 90 days’ notice of a change in your premium but it will not take effect until the next policy anniversary.


Yes. Premiums for smokers are higher than those for non-smokers. However, if you stop smoking, and have done so for twelve consecutive months, you can apply for your premiums to be reduced by writing in to Tokio Marine Life Insurance Malaysia Bhd.


Yes. If your vaping liquids (or also popularly known as ‘juices’) contain nicotine, the premiums you would have to pay are higher than those for non-smokers or non-vapers. However, if you stop vaping with nicotine-based substances, and have done so for twelve consecutive months, you can apply for your premiums to be reduced by writing in to Tokio Marine Life Insurance Malaysia Bhd.


No medical check-up is required. However, when applying for your policy, you must answer all the questions on our website truthfully. Otherwise, if you have a claim on the policy in the future, Tokio Marine Life Insurance Malaysia Bhd. reserves the right to reject the claim if you have not been truthful.


The sum assured offered on our Term Life Cover policies ranges from RM100,000 to RM1,000,000 depending on your age and income.

This sum assured range is for Term Life policies that we issue online instantly without any medical examinations.

We are currently exploring offering a higher maximum sum assured if you are willing to undergo a medical examination. Please leave your contact details here if you want us to alert you once we are able to do this.


We have a life insurance calculator that will advise on how much coverage (i.e. sum assured) you need.

Please note though that we might not be able to offer you the full coverage you need as this depends on your age and income.


A waiting period is when you are not allowed to make a claim for specific situations or illnesses diagnosed or occurring within a certain period after you have bought our policy. Here are some examples of situations which have waiting periods:


Situation Waiting Period
Death caused by suicide One year
Critical Illness 30 days

For example, if death results from suicide, claimants are not allowed to claim on the life insurance policy if the suicide occurs within the waiting period of one year of the policy being purchased. If you have chosen a Critical Illness add-on to your policy, you are not allowed to claim on the Critical Illness Add-On if the critical illness is diagnosed within the waiting period of one month of the policy being purchased.

A detailed list of specific situations and their waiting periods can be found in the Product Disclosure Sheet of your policy.


Assuming you continue paying premiums throughout and your policy is in force, the period for which you are covered depends on the triggering event.

For the Term Life policy and optional Critical Illness Add-on, the triggering events are:


Triggering Event Yearly Renewable Term Level Term
Death Age 80 on the next birthday 10, 15, 20, 25 or 30 years (depending on term chosen);

or

Age 80 on the next birthday, whichever is earlier.
Total and Permanent Disability Age 70 on the next birthday 10, 15, 20, 25 or 30 years (depending on term chosen);

or

Age 70 on the next birthday, whichever is earlier.
Critical Illness
Accidental Death

For example, if you die when you’re 78 years old, which is before you turn 80 on your next birthday, your dependants are still entitled to a full cash pay-out. But if instead you suffer a total and permanent disability or critical illness when you’re 78 years old, you will not be entitled to a cash pay-out.

If you are offered an Accidental Death Cover instead of a Term Life policy, you are only covered if the accidental death occurs before you turn 75 on your next birthday.

However, if your policy ends before the Maximum Coverage Period above, your policy will only cover up to the end of the coverage term.


Fi’s Term Life policy is suitable for you if:

  • you are looking for a pure protection life insurance with affordable premiums
  • you have dependants who depend on your income (e.g. spouse, children, aging parents)
  • you have a mortgage or other debt that you want to be paid off immediately upon your death so that your family can live in a debt-free home without worrying about any mortgage repayments.

For more information on the benefits of a Term Life policy, please read What is Term Life Policy?


Unfortunately, we do not, and we do not intend to offer such policies anytime in the future. Currently, we only offer pure protection life insurance, which does not have a savings and investment components, and hence no returns or cash value.

We do not offer such policies because we believe you should separate your protection needs, which is covered by a pure protection life insurance, from your savings and investment needs. From the premium savings you get by buying a pure protection term life insurance like Fi Life’s, we recommend you start a separate savings and investment plan that suits your investment needs and risk profile. This plan is likely to include investments in equities, such as unit trusts or exchange-traded funds.


Certain situations are not covered by your insurance policy. Some examples of exclusions are as follows:


Nature of Claim Exclusions
Death Suicide (within one year of policy issuance or reinstatement, whichever is later)
Total and Permanent Disability
  • Self-inflicted injury
  • War, strikes, civil war
  • Inhalation, absorption or administration of poison, gas, fumes
  • Consumption of alcohol or drugs beyond legally permissible limits
  • Whilst committing a felony
  • Service in police, military, navy or air force
  • Participation in any kind of racing
  • Operating aerial conveyance (except flying scheduled airlines)
  • Pre-existing Illness
Accidental Death
Critical Illness
  • Pre-existing Illness or disability or any signs or symptoms which existed before or at the issue date of this policy.
  • Critical Illness is diagnosed within the thirty (30) days from the issue date of this policy.

The above list is non-exhaustive. Please refer to our Product Disclosure Sheet (PDS) and your policy contract for the full list of exclusions.


Just your NRIC. We will need a soft copy (picture/scan) of the front and back of your NRIC when you purchase a policy from us. This is required by the insurance company to verify your identity and to prevent complications during claims.

Our online application process will allow you to upload the documents in a simple and secure way. Alternatively, you may forward the NRIC copy to our email (hello@fi.life) or to our WhatsApp number (+6018 208 2000).

You can upload the front and back NRIC copies in .jpg, .jpeg, .png, .gif, .pdf, with a maximum file size of 5MB each.


Yes. Up to RM3,000 of life insurance premiums paid by you in any calendar year qualifies for a personal tax income relief under the category for Life insurance. Tokio Marine Life Insurance Malaysia Bhd will issue you with an annual Confirmation of Premium Payment Statement Board around February/March of the year so you can claim the relief when you file your income tax return in April.


Yes. However, you can only purchase up to a maximum of RM1,000,000 sum assured over all of your Fi Life policies that have been underwritten by Tokio Marine Life Insurance Malaysia Bhd , subject to other limits based on your age and income. Should your combined policies exceed the maximum limit of RM1,000,000, Tokio Marine Life Insurance Malaysia Bhd will only be liable to pay out the first RM1,000,000.


No. If you wanted to insure both lives, you both will each need to apply for a separate Term Life policy with your own individualised premium payment amount.


Please answer all questions truthfully and disclose all material and relevant information related to your health and lifestyle during the online application process. If you do not do this, you run the risk of your policy being voided and your claim rejected.

We accept payment via debit cards and credit cards issued in Malaysia only. You may select monthly, quarterly, half-yearly and annual payment.


If you purchase a policy of the maximum sum assured of RM1,000,000, you are entitled to an automatic premium discount of 10%.

You are also entitled to certain premium discounts depending on the payment frequency you have chosen for your debit or credit card deduction as follows:


Payment Frequency Discount for YRT Policy Discount for Level Term Policy
Annually 3% 5%
Half-yearly 2% 2%
Quarterly 1% 1%
Monthly No discount No discount

No receipts will be issued since the payment is done via auto debit of your debit or credit card. You may refer to your bank statement for payment details. However, Tokio Marine Life Insurance Malaysia Bhd. will issue you with a Confirmation of Premium Payment Statement annually around February/March of every year so that you can claim your tax relief when filling your personal income tax returns.


If you wish to change your auto-debit payment instruction, please download this Credit/Debit Card Payment Authorisation Form, complete it and mail or courier it to any Tokio Marine Life Insurance Malaysia Bhd. branch offices. You may also send a scanned copy of the completed form to customercare@tokiomarinelife.com.my.


There is a grace period of 30 days from the premium due date for the payment to be made, after which the policy will lapse.

Once the policy has lapsed, you are no longer covered by your policy. If you wish to continue coverage, you will need to do one of the following depending on your policy type:

  • for Yearly Renewable Term policies, you will need to purchase a new policy through our website.
  • for Level Term policies, you can choose to reinstate your policy within 2 years from when it lapsed, or alternatively, purchase a new level term policy through our website.

For payments through auto-debit of debit cards, a very common reason for non-payment of premiums is insufficient balance in the relevant bank account. To prevent this, please ensure you always have sufficient balance in your bank account to cover the premium payment.

For payments through auto-debit of credit cards, the main reason for failed payments is that the relevant credit card has expired. To ensure continued insurance cover, when you receive a new credit card, please download the Credit/Debit Card Payment Authorisation Form, complete it with the new credit card details, and send a scanned copy of the completed form to customercare@tokiomarinelife.com.my.


Yearly Renewable Term

There are two ways your premiums could change: premiums increase as you get older, or when Tokio Marine Life Insurance Malaysia Bhd. amends the premiums for all customers if there is a change in their overall risk profile.

When premiums increase due to your age, you will not be notified. The premiums you pay as you age are listed on the Fi Life website page where your premium was quoted.

If Tokio Marine Life Insurance Malaysia Bhd. amends the premiums for all customers, we will notify you at least 90 days ahead of any changes. This change in premium is only effective from the next policy anniversary; any payments before the end of your current policy year will remain unchanged.

If you find it difficult to pay your premiums, please contact us for assistance.

 

Level Term

Your premiums will not change throughout the coverage term. Hence, no notifications will be sent to you.


Yearly Renewable Term
Your policy renews automatically at each policy anniversary as long as your auto-debit payment from either your debit card or credit card continues to be successfully charged.

Level Term
You do not have to renew your policy. However, to ensure continued coverage, you must ensure that your policy does not lapse by ensuring that your auto-debit payment from your debit or credit card continues to be successfully charged.

You may register for e-services at https://www.tokiomarinelife.com.my/eServices after 3 working days of purchasing your policy. It is a secure web-based service. You are able to check policy information, change contact information, obtain and print Confirmation of Premium Payment Statement and access other online forms.


You may complete the Personal Particulars Update Form and submit it via email to customercare@tokiomarinelife.com.my . We would be grateful if you could copy your email to hello@fi.life.

You can also hand in, mail or courier it to any Tokio Marine Life Insurance Malaysia Bhd. branch offices.


You may reduce your coverage amount by submitting a Request for Alteration Form via email to customercare@tokiomarinelife.com.my. The change will take effect from next premium due date. We would be grateful if you could copy us at hello@fi.life.

You can also hand in, mail or courier it to any Tokio Marine Life Insurance Malaysia Bhd. branch offices.

Increase in coverage of your current policy is not allowed after the policy has been issued. However, you can effectively increase your coverage if you apply for a second Term Life policy so long as your maximum sum assured across all your policies does not exceed our sum assured evaluated for you. In any case, the sum assured across all your policies should not exceed RM1 million.


To cancel your policy, please contact Tokio Marine Life Insurance Bhd. customer service at 03 2603 3999 or email to customercare@tokiomarinelife.com.my (and please cc hello@fi.life so we can update our records).

If you cancel within the first 15 days of your policy issuance (the “free look period”), the total premiums paid will be refunded to you.

If you cancel after the free look period, your policy will remain valid until the end of most recent payment period. For example, if you paid annually, the policy will remain in force until the end of the policy year.


Please contact us. To help us help you, please provide information such as your name, policy number and the mistake/error.


Once you have purchased your policy and you later move abroad, your policy will still be in force. Just make sure that you keep your Malaysian bank account or credit card from which your premium will continue to be auto-deducted.

We will need to know whom to pay the proceeds of your policy if you pass away. Without a formal nomination (by filling and signing the nomination form), Tokio Marine Life Insurance Malaysia Bhd. will not know to whom to make payment, and will need to wait for official documents like a Grant of Probate or Letters of Administration to see who are your lawful representatives. Needless to say, this would need verification and will delay payment of the claim. To avoid this, please fill up and sign the nomination form.

If your nomination creates a trust, you will also need to appoint a trustee.


Because of Islamic Faraid laws, a nominee of a Muslim policy holder will only receive the policy moneys as an executor of the deceased’s estate and not as a beneficiary. As such, the nominee(s) will receive policy moneys payable upon the death of the policy owner only as an executor and NOT AS A BENEFICIARY. This means that any payment made to the nominee shall form part of the deceased policy owner’s estate. Upon receipt of the policy monies, the nominee(s) shall distribute the policy monies in accordance with Faraid distribution laws.

A nominee of a Muslim policy holder might also be a beneficiary under the Islamic Faraid distribution laws (e.g. spouse, adult children) but he/she must distribute any insurance claim proceeds in the capacity of an executor in accordance with Faraid laws.


For non-Muslim policy holders, a nominee means the person who will receive the proceeds from your policy if you pass away. You can nominate more than one person, however you must state the specific share in percentage to be paid to each nominee. If the percentage is not stated, the proceeds from your policy will be divided equally among all the nominees.

Nominees are usually your spouse and/or your children. If your children are still minors, you should also appoint your spouse as a trustee (see “What is a Trustee” FAQ) so that your spouse can distribute the proceeds to your children.


If you do not have any spouse or children, you can nominate your parents, who will be treated as beneficiaries.

If you have a spouse and/or children but wish to nominate someone else, the nominee (s) is obligated to distribute the policy monies to your estate. Please consult a wills and probate practitioner for the technicalities around nominating a person other than your existing spouse or children.


The appointment of a trustee is required when your nomination creates a trust. This is because, when a policy is subject to a trust, a policy owner cannot deal with the policy by revoking a nomination, varying or surrendering the policy, or assigning or pledging the policy as security without the consent of the trustee.

If the nominee is a minor (18 years old and below), monies payable upon your death will be paid to the trustee. The reason for this is that minors are considered incompetent to contract and therefore not able to receive the policy monies.


Once your policy is issued, you will receive an e-policy document (in pdf form). Within your e-policy document, you will find a Nomination & Trust Form. Alternatively, you can download the latest version of the form here. Please print a copy of the form and fill it in.

Please note:

  • You will need to attach NRIC copies for yourself, your nominee(s), and trustee(s) (if any) in your submission.
  • A witness of sound mind and aged 18 and above must also witness the nomination. The witness must NOT be any of the nominees or trustees.
  • If you are changing your nominees or trustees, the latest submitted form will supersede all previous submissions.
  • If your policy is a trust policy, a nomination cannot be changed or revoked without the consent of the trustee.

Once completed, please hand in, mail or courier the form directly to any Tokio Marine Life Insurance Malaysia Bhd. branch offices.

Unfortunately, due to Malaysian laws, there is currently no legal way to appoint or change nominees & trustees digitally.


If you do not submit a Nomination and Trust form, our Claims Department will not know to whom to make the payment, and will need to wait for official documents like a Grant of Probate or Letters of Administration to see who is your estate’s representative. Needless to say, this would need verification and will delay payment of the claim. To avoid this, please fill up and sign the nomination form.

However, in the absence of a nomination and trust form, the insurance company may, at its discretion, make a payment to a claimant without requiring a Grant of Probate or a Letter of Administration under the following circumstances: -

  • Claimant is the policy owner’s spouse, child or parent in accordance with the Distribution Act 1958.
  • If there is no spouse, child or parent and the policy monies exceeds RM100,000, the Insurance company may pay the first RM100,000 to a person who satisfies the insurer that he/she is entitled to the policy owner’s property by virtue of the policy owner’s will or the law of distribution or is named as an executor in the will or will be named the administrator of the policy owner’s estate with consent of all the lawful beneficiaries.

The balance of the monies shall only be paid to the lawful executor or administrator of the estate of the deceased policy owner.


The insured is the person on whom the life protection is purchased. In other words, the insured is the covered individual in the life insurance contract. The life insurance policy rates are based upon the insured’s age, health and lifestyle factors at the time of application. On the insured’s death, the policy proceeds are paid to the policy owner’s nominee or his lawful representative.

The policy owner, also known as the policy holder, is the person who actually applies for the life insurance policy, and is responsible for paying the policy premiums and for nominating the nominees of the policy monies. Only the policy owner has the right to make a nomination.

In our online application, you are only allowed to buy insurance on your own life. So in effect, you are both the policy holder AND the insured. So when filling in any forms, please list yourself as both the policy holder as well as the insured.


If you applied for our insurance policy and purchased it, you, as a policy owner, can assign the ownership of your policy to another person. All you need to do is complete the Deed of Assignment form and send it to Tokio Marine Life Insurance Malaysia Bhd. However, please note that if the policy is subject to a trust, you will need the consent of the trustee to assign the policy.


You can make a claim by contacting Tokio Marine Life Insurance Malaysia Bhd. claim centre at or email them at customercare@tokiomarinelife.com.my. If you have any problems, please do not hesitate to contact us.

You may click here for claim related information. Please state the nature of your claim at the page. Thereafter, you will be able to view the options available to lodge a claim.

Alternatively, for a hassle free claim experience, you may also claim online through the customer portal (e-Claims) at https://www.tokiomarinelife.com.my/eServices.

The claim form and supporting documents that are required for claim processing is stated on the page.


We know this may be an emotional and stressful period. Your first contact point should be Tokio Marine Life Insurance Malaysia Bhd. at 03 2603 3999 or customercare@tokiomarinelife.com.my but if you need further assistance with your claim, please contact us.


For Total and Permanent Disability claims, the total sum assured will be paid to the policy owner directly should the claim request be successful. Upon pay-out of the Total and Permanent Disability claim, the policy shall cease.

For Critical Illness claims, only 25% of the total sum assured will be paid to the policy owner should the claim be successful. The remaining 75% will be paid should there be a subsequent death or total and permanent disability, provided that premiums are still being paid and the Term Life policy is still in force.


No, only you, the policy holder, are entitled to the proceeds of a Critical Illness claim. The nominee is only entitled to policy monies payable on the death of the policy holder.

Please contact us together with details and a screenshot of the error, if possible.


Don’t worry, please contact us as soon as possible, and we’ll try to resolve the problem for you as soon as we can.

In February 2019, we rebranded from U For Life to Fi Life to reflect our new corporate identity. Though we no longer use U For Life brand, all policies issued under the U For Life brand remains valid and unchanged.


No. There are no changes to your policy and the coverage that you have purchased. All benefits, exclusions, premiums, validity periods, definitions, etc remain the same.

SCO and SCO+ stands for Smart Care Optimum and Smart Care Optimum Plus. They are medical insurance plans that pay for your hospital bills if you are admitted or warded at a hospital. In this FAQ, the SCO and SCO+ plans are collectively referred to as the “SCO plans”.

  • There are no lifetime claim limits for SCO+ (except for Home Nursing Care). For SCO, there are lifetime limits for outpatient cancer, kidney dialysis and Home Nursing Care
  • Annual claim limits are higher for SCO+
  • Deductible option to reduce premiums available only for SCO Plans, not SCO+

The SCO plans cover almost any illness, disease, medical condition or accident as long as you are hospitalised (i.e. you are warded).

The SCO plans cover hospitalisation charges related to a Critical Illness. But they are not Critical Illness insurance policies that pay a lump sum if you suffer a Critical Illness.

It depends. If you have a pre-existing health condition, our underwriter AXA, might ask for further information including a recent medical report.

All hospitalisation charges are covered unless they relate to medical conditions that are excluded in your policy. All exclusions are listed in the endorsement section of your policy.

Room & Board is the published room accommodation and meals rate by the hospital where you are hospitalised. The limit means the maximum amount you can claim per day for your hospital room and meal charges. The limit per day depends on the plan you choose.

No, the SCO Plans do not cover clinic visits.

The SCO plans provide one year coverage after the effective date. You can renew them until you’re 100 years old.

Yes, the SCO plans cover hospitalisation charges related to Cancer. However, whilst there is no lifetime limit for costs of outpatient cancer treatment for SCO+, there is a separate lifetime claim limit for SCO.

Yes, the SCO plans cover hospitalisation charges related to kidney disease. However, whilst there is no lifetime limit for costs of outpatient kidney dialysis for SCO+, there is a separate lifetime limit for SCO.


The SCO plans do have a small portion payable on Death but not for TPD.

Yes, premiums for the SCO plans are eligible for income tax deduction.

SCO/SCO+ does not cover any pre-existing conditions, that is, illnesses or medical conditions that you already have. You should answer our online application truthfully and declare any pre-existing conditions, otherwise you run the risk of your claim being rejected.

If you do have a pre-existing condition, AXA could either reject your application or offer you a policy with specific exclusions. Those exclusions will not be covered by your SCO/SCO+ plan and can be found in the endorsement section of your policy.

There are also some general exclusions (e.g. plastic or cosmetic surgery, pregnancy, etc) and the full list can be found in the exclusions section of the product brochure (SmartCare Optimum / SmartCare Optimum Plus).

You must be legally residing in Malaysia, Brunei or Singapore for at least 90 continuous days or 180 days in a year to be eligible to be insured under the SCO plans. Non-Malaysians must have a valid long-term visa with at least 6 months validity. Single entry and social visit visas are not accepted.

The eligible age to apply is between 15 days old to 64 years old. Of course, for minors, parents should apply on their behalf.

No, you can only apply if you’re presently 64 years old or younger.

Yes, as long as at the point of application, you must already have an existing long-term visa with 3 months validity.

You should disclose your medical condition or illness in your online application, answer all questions truthfully and attach any supporting documents. AXA will evaluate your application and come back to you with a decision within 5 days if all supporting documents are complete.

Yes, you may buy an SCO plan for your immediate family, meaning your children and your spouse. If you pay for the policy, you will be known as the proposer, and the person whom you’re buying the plan for is known as the insured.

Please note however that you cannot buy a policy on behalf of your parents or siblings. However, they can purchase one themselves if they’re adults, but you can offer your credit card as payment.


If you buy a policy for your spouse or children, you are known as the proposer, and your spouse or child whom you’re buying the plan for is known as the insured.

SCO has 3 plans you can choose from:

  • Plan 1: Annual claim limit of RM500,000
  • Plan 2: Annual claim limit of RM200,000
  • Plan 3: Annual claim limit of RM100,000

SCO+ has 3 plans you can choose from:

  • Plan 1: Annual claim limit of RM2,100,000
  • Plan 2: Annual claim limit of RM1,500,000
  • Plan 3: Annual claim limit of RM1,100,000

The list of benefits are the same, but the amount payable for each benefit differs. The annual limits are also different. You can compare the plans after you get a quotation.

For more detailed differences, please check out the product brochure (SmartCare Optimum / SmartCare Optimum Plus).


The Annual Limit (or the annual claim limit) is the maximum claim limit for your hospitalization bills covered by the SCO plans for one year.

With SCO, you can choose an Annual Limit from 100,000 up to RM500,000.

With SCO+, you can choose an Annual Limit of from RM 1.1 million to RM2.1 million.

The Annual Limit will be reset every year no matter how much is claimed the previous year.


Please get a quote here. Your premium will depend on your age, gender and the plan you select. Generally speaking, for a given age, the higher the plan claim limits, the higher the premium.


Yes. For both SCO and SCO+, you can get a 15% discount on the premium if you choose to go for a Pay and Claim option. This means that you will have to settle your hospital bill first, and then claim your expenditure from AXA. You do not get a medical card if you select the Pay and Claim option.

In addition, for SCO, you can opt for a premium discount ranging from 25% to 50% if you agree to foot the first RM7,500 to RM20,000 respectively of your hospital bill. This amount is called a deductible.

This could be an option for you if, for example, you are employed by a company that provides a hospitalisation plan that covers at least RM7,500 of your hospitalisation bill.

Do note that an e-medical card is not issued for policies with deductibles and claims will be on a reimbursement (i.e. pay and claim) basis.

For SCO+, there are no deductible options.


You can pay by credit card, debit card, e-Wallet, or through internet banking.


Once AXA has approved your online application, you will be sent to our payment gateway where you will be asked to enter your payment information. Neither AXA or Fi Life will keep your credit card, debit card or bank account numbers. This information will be stored securely with the payment gateway provider.


If you have no adverse medical history or pre-existing medical conditions, approval can be almost instantaneous after you submit your online application.

If however you do disclose a prior medical problem, we will route your application to AXA where they are committed to give you a decision within 5 working days of your complete online application.


You can apply to upgrade your plan subject to you completing a fresh online application form for review by AXA.


You may downgrade when it’s time to renew your plan. You are not allowed to downgrade mid-term through your plan.

To downgrade, you will need to submit a written and signed request to AXA preferably a month prior to your current policy expiry.


Two months prior to the anniversary of the policy, you will receive an email with instructions on how to renew the plan.


Yes, there is a grace period of 30 calendar days within which you may renew your policy upon payment to continue your coverage. Otherwise, you are required to go through a fresh application process.

Please note that you will not be able to use your e-medical card during that grace period of 30 days after your policy expires.


Yes. Renewal is guaranteed as long as premiums are paid on time. It does not matter if you have made a claim in the previous year.


Yes, you can purchase more than one SCO plan.


Your premium rates are not guaranteed and will depend on the incidence of claims by SCO plan customers and the future costs of hospitalisation and surgeries. If AXA does make a change in their premiums, they will notify you. We will only effect the changes in premiums on your policy anniversary.


Every year, Axa will send you an SMS to inform you that your e-tax statement is ready together with a link to download the e-tax statement. No hardcopies will be sent.

Your e-tax statement can also be retrieved from AXA website via this link: https://www.axaportal.com.my/AXA/estatement/

Go to www.fi.life/customer/medical

  1. Enter your birth date
  2. Get a quotation
  3. Select your plan
  4. Answer a few health questions
  5. Enter your details
  6. Make payment

Upon successful payment, you will receive an email with your Policy Pack consisting:

  • Welcome Letter,
  • Policy Schedule,
  • Your completed online application form,
  • Product Disclosure Sheet,
  • Policy Wording.

First, download the AA Health 360 App from the Google Play Store or Apple Store. Within 2 weeks from the date you bought your policy, AXA will email you your log-in details to the app so that you can access your e-medical card in the app.

The app also allows you to access your policy information and request for a Guarantee Letter(GL).

Please note that if you selected the Pay and Claim option to obtain a premium discount, or if you opted to purchase an SCO plan with a deductible option, you will not receive an e-medical card. You will have to pay the hospital bill first, and then claim it from AXA.


If you have not received our email with your policy document and/or App login credentials, please call or WhatsApp us at +60182082000 or email us at hello@fi.life. We will sort it out for you.


Please contact Asia Assistance at 03-7841 5666 or email support@asia-assistance.com.


For accidents, you can use the e-medical card immediately.

For most illnesses and medical conditions, there is a 30-day waiting period.

However, for serious medical conditions like hypertension, diabetes mellitus, cardiovascular disease, cancer etc, there is a 120-day waiting period.

For more details, please refer to the product brochure (SmartCare Optimum / SmartCare Optimum Plus)


No,we do not offer a physical medical card nor a hard copy of your policy document.

For your policy document, you may print it out the email we sent to you that attached your policy document.

For the e-medical card, you will be able to access it via the AA Health 360 Mobile App.


It allows you to view your policy benefits, request for a Guarantee Letter, view the status of the Guarantee Letter, view your logged claims and search for the nearest panel hospital.


For retrieval of your Policy Document, please request it via our live chat at www.fi.life, WhatsApp at +60182082000 or email at hello@fi.life.


You may click on 'Forgot Password' on the AA Health 360 mobile app at the login screen to reset your password.

If you have lost your User ID, kindly contact Asia Assistance at 03-7841 5666 or support@asia-assistance.com to retrieve your ID.

No. Just present your digital medical card and AXA will settle the bill directly with the hospital for eligible medical expenses.

Please note that some hospitals may require a deposit that you will need to pay on your own first. This deposit is refundable by the hospital.

If you go to a non-AXA panel hospital, you need to pay the bill first and then make a claim with AXA to get reimbursed.


Just open the AA Health 360 app. AXA panel hospitals are listed there.

If you do not have the app, the list of AXA panel hospitals can be found here.


Ideally, you should pre-plan your admissions by contacting our Third Party Administrator, Asia Assistance NetworkMediExpress (“Asia Assistance”) at 03-7841 5666 or support@asia-assistance.com 3 days prior to your admission. This is to allow sufficient time for Asia Assistance to issue an initial guarantee letter to the hospital.

During the day of your admission, present your digital medical card to the hospital admissions officer,.

For emergencies or unplanned admissions, present your digital medical card to the hospital admissions officer. The hospital will then liaise with Asia Assistance to convey your preliminary diagnosis by your atttending doctor and validate that your condition is covered by the policy. Please note this might take 1-2 hours.

After validation of your preliminary diagnosis, Asia Assistance will issue initial guarantee letter will be issued to the hospital to facilitate your admission.

If you want to read more about the claims processes, please click here.


No problem. Please inform the admissions that you are insured with AXA and the Third Party Administrator is Asia Assistance, and give them your name and IC. The hospital will contact Asia Assistance and AXA to retrieve your insurance details.

For help, please call AXA’s 24/7 Hospitalization Hotline at 1300-80-0020 03-7628 3730 or 03-7841 5600.


If you select a higher room and board category than what your plan entitles you to, you will be responsible to pay the difference between the actual room and board rate you incurred against your plan’s room and board rate.


You should pay first so as not to delay your treatment, and file a claim after your discharge.

The cashless benefit only applies to hospital admissions only. For pre-hospitalization, consultations, diagnostic procedures and post-hospitalization costs, you have to pay for them first and then claim from AXA.

Upon discharge, the hospital will provide the final diagnosis and itemised bill for AXA to settle. This might take 1 to 2 hours. AXA will settle this directly with the hospital without any payment by you.

Only ineligible or excess expenses, or expenses not covered by the policy are to be paid by you.

If your preliminary diagnosis may not be easily ascertainable or that your condition requiring treatment might not be covered under the policy, you are advised to pay for your own treatment first and file a claim after discharge.


For the list of our panel hospitals, go to here

If you are admitted to a non-AXA panel hospital, you should pay for your own treatment first and file a claim after your discharge.

Within 30 days of admission, please notify AXA of any medical and outpatient treatment which you have paid for up-front. Please submit the claim form, original itemised bills, receipts and other relevant claims documents to AXA for processing. If all is in order, the claim will be paid on a reimbursement basis.

If you opted for Pay and Claim, you have to follow the hospital admissions, deposit and payment process. Most likely, you will be asked to pay a deposit, and then a final bill upon discharge.

You should pay the hospital bill, and then submit all relevant documents to AXA (see claim FAQ below).


The process is the same as Pay and Claim. Please follow the hospital admission process including paying the deposit and the final bill upon discharge. Then submit all relevant documents to AXA (see claim FAQ below).


Do note that claims are only necessary if you opted for Pay & Claim, to pay a deductible or are admitted to a non-panel hospital.

You can submit a claim in one of the following ways:

  1. Submit your claim at https://support.axa.com.my/personal.html
  2. Walk-in to any of AXA’s branches. Locate the nearest branch at Branch Locator

Submit these documents together with the Claim Form:

  1. The medical claim form that was issues and signed by your doctor
  2. Your itemized medical bill which details the medical expenses charged by the hospital
  3. Payment receipts issued by the hospital
  4. Photocopy of your NRIC

It will be subject to your policy’s Annual Limit and its terms and conditions, which you can refer to in the policy wording.

If there are no complications with your claim and all the documentation is in order, you should get reimbursement of your claims within 14 days of AXA receiving all the required documents.


For hospital admission overseas, you need to pay the bills first and then submit a claim to us. Claims will be limited to the reasonable and customary and medically necessary charges for such equivalent local treatment in Malaysia.

A deductible is the amount of your medical bill that you will be personally responsible for. So for example, if you choose a RM7,500 deductible, and your medical bill is RM20,000, you are responsible for the first RM7,500 of your medical bill whilst AXA is responsible for the balance of RM12,500.

If the medical bill is RM6,000, you will be responsible for the whole RM6,000 as you will be responsible for the first RM7,500 of your medical bill.

There is no medical card issued for deductible plans and you will need to pay your hospital bills first and submit a claim with AXA.


You enjoy lower premiums if you select a deductible. For example, if you select a RM7,500 deductible and opt to be responsible for the first RM7,500 of your medical bill, you will enjoy a 25% premium discount.


You can choose one of the following deductible options:

  1. RM7,500 deductible for a 25% premium discount
  2. RM10,000 deductible for a 30% premium discount
  3. RM15,000 deductible for a 40% premium discount
  4. RM20,000 deductible for a 50% premium discount

If you are covered by your employer’s group hospitalisation plan, say for a RM20,000 limit, you can opt for a personal SCO plan with a deductible of RM20,000. This means that you will first claim under your employer’s group hospitalisation plan before you claim your personal SCO plan. The benefit of this is that you’ll enjoy a premium discount of 50% by choosing the RM20,000 deductible.


No,it is not possible to change the deductible once payment is made. Please ensure that the SCO plan you choose is suitable before making payment.

If you opt for an SCO plan with a deductible amount, please make sure that you have sufficient funds to be able to pay the deductible amount if you are hospitalised. If you do not have sufficient funds, opt for a lower deductible amount or do away with a deductible option altogether.

If you wish for AXA to pay for all your medical expenses, do NOT opt for a deductible option.


Yes, you can convert from your deductible plan to a non-deductible plan if:

  • Your policy has been in force for at least 2 consecutive years.
  • Your age at next birthday is 65 or younger
  • The terms of your new plan are the same as your previous plan
  • You’ll need to pay the additional premium upon conversion
  • Only one incidence of conversion is allowed

You can convert your policy to a nondeductible one upon renewal of your policy.


The SCO Plans do not have co-insurance/co-payment as an option.


Yes, you can qualify for income tax relief up to RM3,000 for medical insurance premiums. AXA will send an SMS when the tax statement is ready and you may download here.

If you already have an existing medical insurance policy from another insurance company covering you for at least 120 days continuously, the “Takeover Policy” feature will apply when you purchase an SCO Plan. AXA will:

  • Waive the 30 days waiting period for all Medical / Physical Conditions
  • Waive the 120 days waiting period for a Specified Illness

FIT+ is a health and wellness mobile app . It rewards customers for making healthy choices every day and provides relevant health insights that encourage customers to live a healthier and better life.


FIT+ enables:

  • Personal Health Records Tracking
  • Personalized Health Engagement
  • Personal Medicine Tracker
  • Reward points for staying active
  • Search for hospitals and doctors nearby
  • Access to Health Blogs written by health professionals

Track your health parameters by inputting your readings such as height and weight, blood pressure and blood sugar. This way, you are able to monitor your health and earn reward points at the same time.


Learn how to track or improve your health based on your Health Risk Assessments results and your health records.


Reminds you to take your medications or supplements on time.


For every 500 points earned it generally converts to RM5 cash voucher for you to redeem from Grab, Lazada or Domino’s Pizza.


You can download it from the Apple App Store or Google Play Store and search for “FIT+ Health”.


You can download and log into the app after 7 working days from the day you buy your policy.


Here’ how you log in:

User ID: This is your 8 digit policy number
Password: The insured person’s date of birth (ddmmyyyy).

If you bought the SCO plan for your spouse or child, the password is your spouse’s or child’s date of birth (ddmmyyyy) respectively.


Here’ how you log in:

User ID: Combination of the first 5 characters of the company name registered with AXA and your employee ID (eg: if employer name is FI LIFE SDN BHD and your employee ID is 0123, your User ID is FI LI0123)

Password: Your date of birth (ddmmyyyy).

Kindly check with your company if your employee ID has been provided to AXA. if none provided, please contact our customer service team at hello@fi.life or Whats App us at +60.18. 208.2000.


For technical issues regarding FIT+, please use the Contact Us function in the app or email to support@vivant.me.


No it isn’t.


No, you won’t. The app is for you to monitor the health of you and your family.


Yes you can.


No, your family members do not have to be insured with AXA.


The details are saved to your User ID. If for some reason, there are changes to your policy number, which is normally your user ID, then your details and previous info cannot be retrieved.

Our Fi’s customer experience team can be contacted via What’s App message or call at +6018 208 2000.

The AXA’s customer service team can be contacted at (+603) 2170 8282.

Asia Assistance can be contacted about hospital admission matters at (+603) 7628 3730.

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