Accident claims
How to file a claim for
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
- Medical treatment claims. If you’re making a claim for medical treatment, you can claim at any point within 90 days of discharge from hospital or your treatment finishing.
- All other claims including loss of life. For other claims, please note that we need you to submit all claim forms within 30 days. If you feel ready, you can also submit the documents we need with your completed claim form(s). Or, if you prefer, we offer an additional 60 days - from when we receive the claim form(s) - to then send in the documents we need.
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$3,000.
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!
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
- Medical treatment claims. If you’re making a claim for medical treatment, you can claim at any point within 90 days of discharge from hospital or your treatment finishing.
- All other claims including loss of life. For other claims, please note that we need you to submit all claim forms within 30 days. If you feel ready, you can also submit the documents we need with your completed claim form(s). Or, if you prefer, we offer an additional 60 days - from when we receive the claim form(s) - to then send in the documents we need.
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$3,000.
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!
- All receipts. For example, medical expense receipts issued by your attending doctor / registered medical practitioner / Chinese bonesetter / acupuncturist. All receipts should include your full name, the nature of your sickness / any diagnosis, any treatment information, the date of consultation, the amount billed for any medical service (itemised) and the attending doctor’s signature and chop
- Death certificate (we will return this once claim is completed. You can collect it from one of our customer service centres or via your agent)
- All the policy documents
- The deceased’s Identity Card
- Your identity card (assuming you are the beneficiary - the person we will pay)
- Sick leave certificate
- Your identity card
- Any physiotherapy / rehabilitation progress report
Send to:
FWD Life Insurance Company (Bermuda) Limited, Claims Department,
8/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong.
Submit 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.
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?
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.
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. If you’ve claimed 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 (using a QR code).
How can I receive my claim in cash at 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.
- Click the link on the SMS, enter your HKID/ passport number, and you’ll receive a QR code and settlement letter.
- Show your QR code to staff at any 7-Eleven store in an MTR station. Once confirmed, you’ll receive your claim in cash right away!
Looking for other claim options?
If you’re looking to make a claim on any of your insurance plans/coverages, we’re committed to giving you the best possible service.
Frequently asked questions
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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