FAQ

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  • Q: If I choose to pay with a credit card, can I set the payment due date to be on weekends?

    A: The credit card payments may be made at any of our branch offices or by calling our contact centre during business hours. For your convenience, you may also go online and pay with your credit card at your convenience, 24/7.

  • Q: Which Krungthai-AXA Life branches accept premium payment in cash or with credit cards?

    A: The following branches may accept your payments: Phayathai, Pattaya, Khon Kaen, Chiang Mai, and Surat Thani.

  • Q: Can a direct debit be set up with any bank account?

    A: Bank accounts eligible for direct debit setup must belong to the insured or payer (those who are responsible for the premium payments) appearing in the insurance contract.

  • Q: Why do I have to pay two months' worth of premiums upfront if I opt for monthly direct debit payment through Kasikorn Bank or Siam Commercial Bank?

    A: These two banks' lead time for signature verification process usually may take up to two months. Paying two months upfront will help keep your insurance policy inforce during the waiting period.

  • Q: How can I pay my premium if I have not received an invoice?

    A: You may pay by using a special pay-in form, which can be obtained by contacting Customer Care Centre during our operating hours, Monday to Friday during 8.30 AM to 7 PM.

  • Q: I enrolled in a direct debit arrangement from my bank account, why have I been charged twice in the same month?

    A: In cases where a direct debit could not be processed (e.g. due to insufficient balance), the bank will try again on the succeeding month and will attempt to collect your premium arrear together with the following month's premium due, thus, resulting in charging you twice in the same month. This is to keep your payments up-to-date, and your policy in-force.

  • Q: How long does it take to get a receipt after a payment is made?

    A: A receipt will be sent to you within one week.

  • Q: The payment by direct debit is made every month but I have never received the receipts. Why is that?

    A: A receipt will be sent to you within one week after the date of premium payment regardless of the payment method. The receipt should arrive at your mailing address as given to the company within 7 days. Please contact our Customer Care Centre if you did not get the receipt within two weeks from the date of bank account deduction.

  • Q: When is the due date of bank account deduction for direct debit arrangements?

    A: The due date of bank account deduction is on the 25th of each month. However, in case direct debit could not be processed, the bank will try again on the 1st of the following month.

  • Q: If I make a payment during the grace period, which is in the following year for a December payment, will I be entitled for tax benefit on the premium paid for particular year?

    A: Your premium is tax deductible only in the year you pay it. Though the policyholder can pay the premium until the commencement of grace period, if you wish to be entitled for a tax benefit for the current year, you are required to pay the premium by the 31st of December on that year.

  • Transfer Payment at Bank Counters

    Q: At which banks can I make a payment over-the-counter and what are the documents required?

    A: Over-the-counter payments can be made at all branches of any of the following banks nationwide using a special pay-in form or the bank's bill payment form made payable to "Krungthai-AXA Life Insurance PCL." For your convenience, you can opt for direct debit from your savings or current account with any of these banks:

    - Krungthai Bank
    - Bangkok Bank
    - Bank of Ayudhya
    - Siam Commercial Bank
    - Kasikorn Bank
    - Thanachart Bank
    - TMB Bank
    - Bank for Agriculture and Agricultural Cooperatives

  • Payment by Direct Debit from either a Savings or Current Account

    Q:With which banks can I make a direct debit payment from either my savings or current account and what are the documents required?

    A: Premium payments can be conveniently made by direct debit from either your savings or current account from the following banks:
    - Krungthai Bank
    - Bangkok Bank
    - Bank of Ayudhya
    - Siam Commercial Bank
    - Kasikorn Bank

    Required documents include:
    - Direct debit authorisation form
    - Copy of the first page of your passbook
    - Certified true copy of your ID card

  • Payment by Credit Card

    Q: Where can I make a payment via credit card and what are the documents required?

    A: Premium payment by credit card can be made directly either at Krungthai-AXA Life head office or any other branches. Alternatively, you can mail the following required documents to our head office:

    - Credit card premium-payment authorisation form
    - Certified true copy of the front of your credit card
    - Certified true copy of your identification card

  • Q: Which credit cards are accepted for premium payments?

    A: We accept the following credit cards:

    - VISA
    - MasterCard
    - JCB
    - AMEX (American Express)

  • Payment by Postal Order

    Q: How do I make a payment by postal order?

    A: You can make a payment by postal order stating “Krungthai-AXA Life Insurance Company PCL.” and made payable to P.O. Nana Nua, Bangkok.

  • Payment by Cheque

    Q: How do I make a payment by cheque?

    A: The cheque must belong to you (the policyholder), otherwise, to the immediate family of the policyholder with a copy of household registration included.

    - The cheque must be made payable within two months after its receipt (particularly for renewal premiums).
    - If payment is made by bank draft, a letter of authorisation signed by the policyholder must be included. (The person who is going to make a payment by bank draft on your behalf must be your father, mother, son, daughter, husband, or wife.)

  • Q: Do cheques or cashier’s cheques have an expiry date?

    A: A cheque is valid for six months while a cashier’s cheque does not have an expiry date.

  • Q: How long does cheque collection take?

    A: It takes 3 working days for Bangkok and vicinity and approximately 7 to 10 working days for other provinces.

  • Payment via Internet Banking

    Q: Which banks offer payment service via internet banking?

    A: You may pay your premiums via internet banking with the following banks:

    - Krungthai Bank
    - Bangkok Bank
    - Bank of Ayudhya
    - Siam Commercial Bank
    - Kasikorn Bank
    - TMB Bank
    - Thanachart Bank

  • Payment via Krungthai ATM Cards

    Q: How to make a payment using Krungthai ATM cards?

    A: Please follow the following instructions.

    - Insert Krungthai ATM Card into Krungthai ATM
    - Select “Other services” option ->“Insurance Company” -> “Krungthai-AXA Life Insurance”, then choose either “savings” or “current” account (your account)
    - Enter your policy number or the number of valid temporary receipt for your first year premium
    - Keep the ATM slip as your proof of payment

  • Q: Are there alternative ways to make payments without using a bank account?

    A: Payments can be made at any Counter Services of 7-Eleven or at Tesco Lotus (24-hour services).

    The following are the details:
    - For Counter Services at 7-Eleven, payment amount must not exceed 30,000 Baht.
    - For Tesco Lotus, payment amount must not exceed 49,000 Baht.

  • Krungthai-AXA Life Accounts

    Q: Can I transfer money to any Krungthai-AXA Life bank account to make a premium payment?

    A: To ensure that your payment is properly accounted for and posted to the right policy, please use a special pay-in form, which can be requested from the Customer Service Centre during Monday to Friday, from 8.30 AM to 7 PM.

  • Q: Can someone else make a payment with a credit card on my behalf?

    A: Yes, we may accept payments with credit card made by your immediate family members.

  • Q: What are the documents required to process a Death Claim?

    A: Documents required for a Death Claim include:

    - Claimant’s Statement
    - Copy of death certificate
    - Attending physician’s report
    - Copy of the insured’s and the beneficiary’s ID cards; and,
    - Copy of the insured’s and the beneficiary’s household registration.

  • Unnatural Death or Accidental Death

    Q: What are the documents required to process claims for Unnatural Death or Accidental Death?

    A: Documents required in claim for accidental death benefits include:

    - Claimant’s Statement;
    - Copy of death certificate;
    - Attending physician’s report;
    - Copy of the insured’s and the beneficiary’s ID cards;
    - Copy of the insured’s and the beneficiary’s household registration;
    - Police report (both first information report and post-mortem report);
    - Autopsy report;
    - Pictures and map of the accident scene (if available); and,
    - Other documents such as news clippings.

  • Accident Protection or AP Rider

    Q: What are the documents required for the Accident Protection or AP Rider (protection against loss of life and limbs from accidents) claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)
    - Copy of police daily report (in case you are the victim of assault)

  • MEA Rider

    Q: What are the documents required for the MEA/MEA+ Rider (additional cover for medical treatment costs) claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)
    - The original detailed receipt for hospitalization expenses

  • MEB Rider

    Q: What are the documents required for the MEB Rider (daily payment to cover loss of earnings during hospitalization) claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)
    - The original detailed receipt for hospital room rent expenses

  • Waiver of Premium Disability (WPD) or Waiver of Premium Due to Death and Disability (WPDD) Rider

    Q: What are the documents required for the Waiver of Premium Disability (WPD)/Waiver of Premium Due to Death and Disability (WPDD) Rider claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by parent/legal guardian;
    - Attending physician’s report (as per Krungthai-AXA Life’s form) in case the premium payer has suffered total permanent disabilities;
    - Copy of death certificate in case of premium payment’s death;
    - Copy of the premium payer’s household registration and ID card.

  • Waiver of Premium or WP Rider

    Q: What are the documents required for the Waiver of Premium or WP Rider claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)

  • SLI Rider

    Q: What are the documents required for the SLI Rider claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)

  • Extra Living Insurance or ELI Rider

    Q: What are the documents required for the Extra Living Insurance or ELI Rider (protection against serious illnesses) claim processing?

    A: The required documents include:
    - Claims request form, completed and signed by the claimant
    - Attending physician's report (as per Krungthai-AXA Life's form)

  • Q: What are the conditions of the coverage for emergency accident or Out Patient Department (OPD) care?

    A: The patient must undergo treatment in a hospital within 24 hours after the occurrence of the accident.

  • Extra Care or ECARE Rider

    Q: What are the documents required for the Extra Care or ECARE Rider (protection against loss of life and limbs from accidents with cover for medical treatment costs) claim processing?

    A: The required documents include:

    - Claims request form, completed and signed by the claimant
    - Attending physician’s report (as per Krungthai-AXA Life’s form)
    - Copy of police daily report (in case you are the victim of assault)
    - The original detailed receipt for hospitalization expenses

  • Amendment of Riders

    Q: When can I purchase additional riders? What are the required documents for this process?

    A: You may purchase additional riders to enrich the benefits that come with your coverage. This may be done on your policy's anniversary date by providing us with the following documents and paying the applicable premiums:

    - Change request and/or policy renewal application
    - Evidence of health (for health-related rider options)

  • Q: When can I remove a rider from my policy? What are the required documents?

    A: You may request for the deletion of riders from your policy on your premium due date. Once the transaction is completed, you may expect to pay a reduced premium as the cost of the terminated riders will no longer apply. To initiate the process, you need to submit the following document:

    - Change request and/or policy renewal application

  • Q: Can I purchase the Waiver of Premium Disability (WPD) and Waiver of Premium Due to Death and Disability (WPDD) riders to my policy in the next policy anniversary?

    A: Unfortunately, you may only purchase a Waiver of Premium Disability (WPD) rider or Waiver of Premium Due to Death and Disability (WPDD) rider when you first apply for insurance.

  • Q: Can I purchase additional riders when my policy has already been extended?

    A: No, the purchase of additional riders could not be made when the policy has been extended. You will be provided coverage of the main policy only.

  • Change of Sum Insured

    Q: May I increase the sum insured? If so, what are the required documents?

    A: You can make a request for the increase of sum insured only at the first policy anniversary date. You can pay your premium in the amount of the new sum insured and provide us the following documents:

    - Change request and/or policy renewal application
    - Evidence of health

  • Q: When can I reduce the sum insured? What documents are required for this process?

    A: You may make a request for a reduction of sum insured at your policy anniversary date. Once the transaction is completed, you may expect to pay a reduced premium. To initiate the process, you need to submit the following document:

    - Change request and/or policy renewal application

  • Change in the Premium Payer

    Q: Can I change the premium payer in case there is waiver of premium for payer benefit (WPDD, WPD)?

    A: Change of premium payer can be made at the policy anniversary date with the consent of the previous premium payer. The new premium payer must be your father or mother only. You can pay your premium (change of the WPDD rider premium applied) and submit the following documents:

    - Change request and/or policy renewal application
    - Evidence of health of the new premium payer
    - Endorsement to change the premium payer prepared by the current premium payer
    - A copy of ID card or house registration certificate of the new premium payer

  • Request to Reduce or Cancel Rider Premium

    Q: May I reduce or cancel rider premiums due to improved health condition?

    A: After proving good health and recovering from illness, you can make a request to reduce or cancel rider premium due to a health condition on the premium due date, from the 2nd policy anniversary onward. You have to notify Krungthai-AXA Life in writing and provide evidence of medical treatments, treatment results, or documents proving that you have undergone medical treatments. You may be required to undergo additional medical examination, as deemed appropriate, and responsible for all the changes incurred.

    The required documents include:
    - Change request and/or policy renewal application (Please also specify the symptoms recovered, hospital or other health centres and the most recent date of treatment)
    - Evidence of health
    - Blood test, health certificate and other medical certificates showing the present health condition

  • Q: Can I reduce or cancel rider premiums due to a change in occupation or employment condition?

    A: If you move to a job which has less risk than the previous one when you applied for insurance and you have assumed the new role for at least 2 months, you may make a request to reduce or cancel rider premiums on the premium due date. You have to notify Krungthai-AXA Life in writing and provide evidence of the job change or other documents certified by relevant government agency. The required documents include:

    - Change request and/or policy renewal application
    - Proof of employment stating current responsibilities

  • Change of Premium Payment Mode

    Q: What is the minimum premium for policies paid on a monthly basis?

    A: Most of our traditional life insurance policies require a minimum of 650 Baht/month.

    Unit-linked insurance products require a minimum of 1, 250 Baht/month.

    You can pay your premium (in case there is outstanding premium) and submit us the following documents:

    - Change request and/or policy renewal application

    If you wish to change the mode of payment into monthly instalments, you need to enrol for direct debit from a bank account or via a recurring credit card billing arrangement. Please prepare the following documents:

    - Direct Debit Authorisation Form and a copy of your passbook (Savings Deposit Account and Current Account); or
    - Credit Card Payment Authorisation Form

  • Q: May I cancel monthly premium payment by direct debit?

    A: For your continuous protection, we encourage you to keep your policy inforce through the timely payment of your premiums due date. If you need to terminate your direct debit arrangement, you may opt for our Credit Card Payment Arrangement or pay in cash when you switch to either Annual, Semi-Annual, or Quarterly modes.

  • Change of Name of the Insured/Premium Payer/Beneficiary

    Q: What are the documents required to request for a change of name of the insured, the premium payer, or the beneficiary?

    A: The notification for a change of name can be done after the insured, the premium payer, or the beneficiary has already submitted the request to the government agency. The required documents include the followings:

    - Change request and/ or policy renewal application
    - A copy of a Name Change Certificate issued by the government agency or a copy of your ID card after the change of name (signed by the insured or the authorised person in case the insured is underage)

  • Change of Beneficiary

    Q: What are the documents required to request for a change of beneficiary?

    A: The required documents include the followings:

    - Change request and/or policy renewal application
    - A copy of the new beneficiary's house registration (required only when the new beneficiary is not mother/ father/ husband/ wife or child of the insured)

    In case that the new beneficiary is the father/ mother/ husband/ wife or child of the insured, the change of the new beneficiary will be effective after the insured signs the change request application and sends to Krungthai-AXA Life for acknowledgement. In cases where the new beneficiary is not the father/ mother/ husband/ wife or child of the insured, the change of beneficiary will be effective upon the approval of the company.

    A change of beneficiary is not applicable if the insured has already handed over the policy to one of the beneficiaries and the beneficiary has notified Krungthai-AXA Life in writing that he or she wishes to claim benefits provided by the policy.

  • Change of Signature of the Insured

    Q: What are the documents required to request for a change of signature of the insured?

    A: In cases where there is a marked variation in the signature of the insured, please do notify us so we can update our records accordingly. To request for this change, the insured has to complete the following document:

    - Change request and/or policy renewal application

  • Change of Dividend or Cash Back Payment

    Q: What are the documents required to request for change of dividend or cash back payment?

    A: Krungthai-AXA Life must be notified of a request for the change at least 30 days prior to the policy anniversary. For any late request submission, Krungthai-AXA Life will use the same mode of dividend and cash back payment and the change will be applied in the next policy anniversary.

    The required document include the following:

    - Change request and/or policy renewal application

  • Change of Address

    Q: How can I make a change of my address?

    A: To make sure that we are able to reach you with your regular policy updates or for any important reminders about your policy, please notify us when you change your address. Simply call the Krungthai-AXA Life Customer Care at 1159 or send us an email or a letter via post. You need to provide us the following document:

    - Change request and/or policy renewal application

  • Replacement of Lost/Damaged Policy

    Q: How can I apply for the replacement of my policy?

    A: If your policy document is lost or damaged, Krungthai-AXA Life will issue a new policy and the original policy shall be deemed void. You have to provide us the following documents:
    - Change request and/or policy renewal application
    - Report of loss by the insured or damaged policy
    - Replacement Fee of 300 Baht

  • Policyholder Service/ Notification of Premium Due Date

    Q: How will I be notified of the premium due date?

    A: Your premium due date is featured in your policy contract. We encourage you to keep your premiums paid up-to-date to ensure that you enjoy uninterrupted coverage of your policy. For your convenience, you may enrol your policy for an auto-payment arrangement through your bank account or credit card.

    Krungthai-AXA Life will send an invoice prior to the premium due date. If the payment is overdue, Krungthai-AXA Life will send you a reminder notice.

  • Universal Life Insurance (UL)

    Q: What is the amount of top-up payment allowed for Universal Life Insurance? When can the payment be made?

    A: For Universal Life Insurance, the top-up payment can be made while the policy is inforce and not on a premium holiday mode.

    You can make a request in writing under the terms and conditions as follows:
    - The payment must not be less than 5,000 Baht per transaction.
    - The total paid premium in the policy year must not exceed the annual premium including the riders.

  • Q: Can I change Universal Life Insurance to other insurance plans?

    A: Universal Life Insurance is an insurance plan with an investment element and the policy account value is different from other plans. Such a change is not allowed.

  • Q: Can I withdraw cash from Universal Life Insurance policy?

    A: Yes, you may withdraw if your policy account value is more than 10,000 Baht. The minimum amount must be no less than 2,000 Baht per transaction and the policy account value after withdrawal must not be less than 8,000 Baht. You have to provide us the following document:
    - Change request and/or policy renewal application

  • Q: What are the conditions of the coverage for emergency accident OPD care?

    A: The patient must undergo treatment in a hospital within 24 hours after the occurrence of the accident.

  • Q: Does the insurance cover traditional Thai massage or rehabilitation that is not conducted by a licensed doctor of medicine?

    A: No, it does not cover because the policy states that the insured must only undergo medical treatments conducted by a licensed doctor of medicine.

  • Q: Does the insurance cover dental treatment?

    A: Dental treatment is not covered, except as the result of injury to teeth caused by accident. In case of dental filling and dental extraction, the insured must undergo treatment within 24 hours after the occurrence of the accident.

  • Q: Does the insurance cover pregnancy, abortion, childbirth, sterilization, birth control and infertility treatment?

    A: No, the insurance does not provide coverage for such treatments.

  • Q: Where can I obtain a claim form?

    A: You can obtain a claim form by:

    - Download at www.krungthai-axa.co.th
    - Contacting Krungthai-AXA Life Customer Care at 1159 from Monday- Friday 8.30 AM.- 7.00 PM.
    - Visiting Krungthai-AXA Life head office or branch offices nationwide
    - Visiting any Krungthai Bank branch
    - Contacting your financial advisor

  • Q: Where can I submit a claim form?

    A: A claim form can be submitted to:

    - Your agent
    - Krungthai-AXA Life branch offices nationwide during business hours, from Monday-Friday 8.30 AM.-5.00 PM
    - Krungthai-AXA Life head office (Claims Department) during business hours, from Monday-Friday 8.30 AM.-5.00 PM
    - Krungthai Bank branch
    - Or mail it to:

    Krungthai-AXA Life Insurance Company PCL. (Claims Department),
    9, G Tower Grand Rama 9 Floor 1,20-27, Rama 9 Road, Huai Khwang, Huai Khwang, Bangkok 10310

    Customer Care at 1159

  • Q: What are the documents required to process a claim for expenses of medical treatment at Krungthai-AXA Life’s network hospitals?

    A: For your convenience and easy identification, it is best that you present:
    - Krungthai AXA Life Member Heath Card;
    - Krungthai AXA Life Health Claims Portal Virtual Card;
    - The insured's ID card, in the absence of your Krungthai AXA Life health card; or,
    - The premium payer's ID card in case the insured has not yet reached the legal age.

  • Q: Which illnesses that have a 120-day waiting period after the date of rider purchase or the renewal date?

    A: Illnesses that have a 120-day waiting period are:

    - All tumors, cysts and cancers;
    - Hemorrhoids;
    - All hernias;
    - Pterygium or Cataract;
    - Tonsillectomy or Adenoidectomy;
    - All types of stones;
    - Varicose veins; and,
    - Endometriosis.

  • Q: Can I reimburse medical expenses immediately after the policy effective date or renewal date?

    A: You can reimburse medical expenses after the policy effective date or after the policy renewal date and payment of the required premiums.

  • Q: Which blood alcohol level that causes the exclusion of coverage for death, loss of limbs, disabilities, and medical expenses?

    A: The insurance does not cover death, loss of limbs, disabilities, and medical expenses caused by actions of the insured under the influence of alcohol with a blood alcohol level above legal limits.