Critical illness claims

I want to file a claim

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.

Send us your claim within 90 days
Please submit the completed claim form with all supporting documents within 90 days of either the date of diagnosis or any surgery covered by your insurance plan.

1. Prepare the documents

Original

Your Identity card
Proof of last three month’s salary

Copy

Continuous sick leave certificates (in other words, the certificate should indicate one unbroken length of time that you’ve been unable to work due to sickness)
Employment letter

2. Download and fill out a claim form

Critical illness claim form

Declaration and Authorisation for Living Claims

Disability Claim - Attending Physician's Statement (This must be completed by your doctor)

3. Submit the claim form and any required documents

By mail

Send to:
7/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong

In person

Submit to:
Any FWD Insurance Solutions Centre

By email

Send to:
employeebenefits@fwd.com

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.

Who do I speak to if I have a question on my claim?

We’re always happy to assist with any queries or questions you may have. Simply head to our customer support page and get in touch, however it suits you best.