The things you need to know before you make a claim
Claiming via your employer?
If you have a policy from your employer, please head to our dedicated claims page for employees.
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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
Please make a note of our deadlines
We offer a range of ways to make a claim
You can fill out a form and send it back - or take a look at our other options below.
Our app means fast and easy online claims. This digital claims service is available for personal accident medical claims (on all life insurance plans) of up to HK$5,000.
Login to our customer portal and submit your claim. This service is available for claims of up to HK$5,000.
Get fast, instant claims payments at our Sheung Wan and Quarry Bay Insurance Solutions Centres. This option is for personal accident medical claims of up to HK$20,000. For some claims we can even process in 30 minutes flat!
If your agent is an authorised FWD Noble Agent, you can submit your claim directly through them. Noble agents can approve certain claims on our behalf, up to HK$50,000. This service is available for plans that have been active for at least two years.
The things you need to know before you make a claim
Claiming via your employer?
If you have a policy from your employer, please head to our dedicated claims page for employees.
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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
Please make a note of our deadlines
We offer a range of ways to make a claim
You can fill out a form and send it back - or take a look at our other options below.
Our app means fast and easy online claims. This digital claims service is available for personal accident medical claims (on all life insurance plans) of up to HK$5,000.
Login to our customer portal and submit your claim. This service is available for claims of up to HK$5,000.
Get fast, instant claims payments at our Sheung Wan and Quarry Bay Insurance Solutions Centres. This option is for personal accident medical claims of up to HK$20,000. For some claims we can even process in 30 minutes flat!
If your agent is an authorised FWD Noble Agent, you can submit your claim directly through them. Noble agents can approve certain claims on our behalf, up to HK$50,000. This service is available for plans that have been active for at least two years.
For loss of life
For total permanent disability
For parent risk and premium waiver policy add-on
Send to:
FWD Life Insurance Company (Bermuda) Limited, Claims Department,
8/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong.
Submit to:
Send to:
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 you’ve claimed via FWD Moments, our app, we offer instant tracking and for some plans, we can approve and pay out instantly.
If you’ve bought your plan via an agent, you’ll receive this notification from your agent, according to how they normally communicate with you.
If we need additional information from you, we’ll let you know – either by post or via your agent if applicable.
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.
If you’ve claimed via FWD Moments, for some plans, we approve and pay out instantly.
If not FWD Moments, 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.
Once your claim is approved, we will send you the payment by your preferred payment method. For some other claims, you can collect the cheque in FWD Insurance Solutions Centres or via your agents. If you’ve claimed personal accident medical claims via FWD Moments, for some plans, we approve and pay out instantly. You can then choose to receive payment straight to your bank account, via FPS, or at any MTR station 7-Eleven.
Claim in cash is available for selected medical claims of up to HK$3,000. If you’ve selected “Collect at designated 7-Eleven Stores” on the claims form, you’ll receive an SMS from us once your claim is approved.
We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.
Yes. The quickest and easiest way is to download our app, FWD Moments. Find out more here. You can also send in a claim by post. For advice and support, please call our Service Hotline on +852 3123 3123.
All claim forms should be signed by the policyholder.
The exceptions are loss of life (death) claims which need to be applied for by the beneficiary. Details can be found on the claims section of our website.
If the policyholder is also the insured person and is unable to sign the claim form, a close relative can complete the form on behalf of the policyholder. If this is the case, please advise us and state the relationship on the claim form. We sometimes request proof of this relationship.
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