Car and boat claims

How to file a claim for

The things you need to know before you make a claim

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 2603 9435.

Send us your claim within 30 days
Please submit your claim within 30 days of the event you’re claiming for.

Points to note

  • Please do not dispose of any damaged item(s) before we’ve had a chance to look at your claim and advise you what to do. We may need it as part of the claim process.
  • It’s important that you do not enter into any third-party correspondence or admit any third-party liability without first discussing with us.
  • Try to record the particulars of any injured party and the nature of any loss or injury. If you have suffered injury or loss, please report the case to the police immediately, and obtain a reference number.


  •  Repair / replacement quotation and / or receipt


  •  Your up-to-date Hong Kong Vehicle Registration Document (both sides)
  •  Your driver's HK Identity Card and license
  •  Colour photos showing the scene of accident and vehicle registration number of the car with damaged windscreen
Please include any legal letters, legal claims, writs of summons or letters from any third parties or Government Officials. Please do this as soon as possible so that we can help you follow the correct procedure.
By mail
By mail

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 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 will let you know – either by post or via your agent if applicable.

Your questions answered


When will you pay me?


How will you pay me?


After I've made a claim, how long should I keep my original documents?

Frequently asked questions

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