Medical claims

We want to help making the claims process as quickly and easily as possible. We know you may have questions and these are listed out further down.

As part of preparing your claim, please carefully note the following important information:

• It’s always a good idea to first check that your policy covers your claim. You can do this by giving us a call at 3123 3123  or make it quick and easy by checking via our app.
• Please submit your claim within 90 days of the event you’re claiming for.

If you need any help, don’t hesitate to get in touch.

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• Medical receipt including your full name, the nature of sickness/diagnosis, date of consultation, amount billed for each medical service and the attending doctor’s signature and chop
  
  
• Any referral letter from the attending doctor for X-rays or laboratory tests, any prescribed medicine or treatment by a specialist*, physiotherapist or chiropractor. See note* below.
  
  
• Any receipts or prescriptions from a Chinese Medicine Practitioner
  
  
• Any receipts of consultation on the same day is required for the reimbursement of the cost of medication from any consultation at a physician’s office, specialist’s consultation or Chinese Medicine Practitioner’s treatment.
  
  

Note: *This doesn’t include the following (unless specified in your policy): dermatologist, ophthalmologist, gynaecologist, orthopaedist, traumatologist, otorhinolaryngologist (ENT) and paediatrician.

FWD Healthcare card holder? 

Remember, you can get cashless treatment at clinics in our network – with no need to submit a claim.

We aim to make a claims decision within 14 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).

If you’ve submitted your claim through eServices, you can use this to track your claims status. Otherwise, we’ll keep you informed by email. 

Please bear in mind that 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.