Accident claims

I am claiming for Group Life Insurance Plan

Before you claim

The things you need to know before you make a claim
If you have a personal insurance plan with us, please head to our dedicated personal insurance claims page.

Check your claim is eligible
It’s always a good idea to first check that your policy covers your claim. The quickest and easiest way to do this is via FWD eServices, our customer app. Or feel free to give us a call on 3123 3123.

Contact HR
Check with your HR department on their preferred claims procedure and the policy details needed -for example your policy number and cover. We'll need your policy number to provide support.

Please make a note of our deadlines
For accidental dismemberment and accidental death claims, please note that we need you to submit the claim form within 45 days from the date of loss or dismemberment. If you feel ready, you can also submit the documents we need with your completed form. Or, if you prefer, we offer an additional 45 days - from when we receive the claim form - to then send in the documents we need.

1. Prepare the documents

For accidental disablement

Original

Evidence of salary over the last three months. For example, pay slips from your employer
Your identity card

Copy

Continuous sick leave certificate(s). Each certificate should include your full name, the nature of your sickness / any diagnosis, the date(s) of consultation / treatment, recommended sick leave period. This must be issued by a registered medical practitioner, a registered Chinese medicine practitioner or a registered dentist, and include their signature and chop
Employment letter

For accidental death

If the loss happened in Hong Kong, we will need:

Original

We will return these documents once claim is completed. You can collect it from one of our Insurance Solutions Centre or via your agent

Death certificate
Beneficiaries designation form (If there are no beneficiaries , please provide letters of administration)
Evidence of salary over the last three months. For example, pay slips from your employer
Guardianship paper (only if the beneficiary is under 18)

Certified true copy

A copy of the document certified and signed by our Insurance Solutions Centre

Identity card of the insured
Identity card of the beneficiary

Copy

Employment letter of the insured. You may reach out to the HR department of the insured to provide this employment proof.

If the loss happened outside of Hong Kong, we also need:

Original

We will return these documents once claim is completed. You can collect it from one of our FWD Insurance Solutions Centre or via your agent

Notarial certificate issued by the local Notary Public Office
Cancellation of HKID card proof
Ceremony information. For example, Certificate of Cremation

If the inured is not a Hong Kong resident, we also need:

Original

Evidence of cancellation of original household booklet or cancellation of legal identity/citizenship documents

2. Download and fill out a claim form

For accidental dismemberment

Accident Dismemberment Claim - Attending Physician’s Statement (To be completed by the attending doctor.)

Group Insurance - Accidental Disablement Claim Form (To be completed by the insured)

Declaration and Authorisation for living claims (To be completed by the insured)

This allows us to collect any medical records related to your claim, in accordance with your consumer rights and our contractual agreement.

For accidental loss of life

Claim form for loss of life (To be completed by the beneficiary or claimant)

3. Submit the claim form and any required documents

By mail

Send to:
Employee Benefits, FWD Life Insurance Company Ltd
7/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong

In person

Submit to:
Any FWD Insurance Solutions Centre

Next steps

Thanks for completing the claims process.

As soon as we receive your claim, we'll let you know. We'll do this within five working days of receiving your claim either via by SMS, email or post (please allow for any postal delays via the mail service).

If we need additional information from you, we will let you know – either by email or via your HR if applicable.

Your questions answered

We believe it's part of our job to make the claims experience as easy as possible. These are some of the questions you might have and the answers we can give you. If you’re unsure about anything, simply get in touch.

When will you pay me?

We aim to make a claims decision within 14 working days. However, occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need. When we approve claims, we then aim to pay within 10 working days.

How will you pay me?

Once your claim is approved, we'll send a cheque. For some claims you can select your preferred payment method. If this is the case, we’ll highlight this on the claims form.

After I've made a claim, how long should I keep my original documents?

Please keep all original copies of any documents for three months (even after you’ve been paid). This is because occasionally we need to see these to either verify a claim or as part of our own internal auditing and checks.