Loss of life claims

I want to file a claim

We know that making a loss of life claim can feel challenging. It’s always a good idea to first check that the policy covers your claim.

This claim can only be triggered by the HR department of the deceased. In other words, if you notify us that a claim will be made, we will refer to the HR team of the deceased.

If the deceased had a personal insurance plan with us (not connected to their place of work) please head to our dedicated personal insurance claims page.

Start by selecting the insurance plan name.

I am claiming for Group Life Insurance Plan

Before you claim

The things you need to know before you make a claim

Contact HR and check your claim is eligible
We know that making a loss of life claim can feel challenging. It’s always a good idea to first check that the policy covers your claim. You should also check with the HR department on their claims procedure and any policy details, for example policy number and cover.
The HR department can additionally provide important information such as employment letter, proof of salary and salary payments.

Please make a note of our deadlines
The HR team must notify us within 45 days from the date of loss by sending in the claim form. All other documents can be sent within 90 days from the date of loss. Therefore please contact the HR department asap to advise them that you need to make a claim and then get details of what to do next.

1. Prepare the documents

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

Original

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

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

Copy

Documents can be certified and signed by our FWD Insurance Solutions Centre team, totally free of charge. Or they can be certified by a Hong Kong Certified Public Accountant (CPA), Hong Kong Solicitor or a notary public. Note that these may involve a service charge.

Identity card of the insured
Identity card of the beneficiary

Copy

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

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

Original

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

Notarial certificate issued by the local notary public office
Evidence of the HKID cancellation
Ceremony information. For example, certificate of cremation

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

Original

Evidence that any original household booklet or legal identity/citizenship documents have been cancelled

2. Download and fill out a claim form

Death Claim Form (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 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.