Critical illness claims

How to file a claim

The things you need to know before you make a claim
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 eServices, our customer app. Or feel free to give us a call on 3123 3123.

Please make a note of our deadlines
Please note that we need you to submit the claim forms within 30 days. If you feel ready, you can also submit your documents together with the completed claim forms. Or if you prefer, we offer an additional 60 days (from when we receive the claim forms) to then send in the documents we need.

For this claim you'll need a doctor's report. Please contact our team or your agent and they will send you the form. We also need the following paperwork from your doctor, hospital or correct clinic.


  • All laboratory test results
  • All scans and pathological reports
  • Your identity card

This allows us to access customer medical records, in accordance with your consumer rights and our agreements.

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?


Who do I speak to if I have a question on my claim?

Frequently asked questions

Need help with your claim?