Home and property 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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
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.
- Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.
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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
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.
- Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.
Original
- Colour photos showing the extent of the damage - ideally taken at the scene of the accident
- Any correspondence or demand letter from a third party (including any legal notices)
- Any witness statement with contact information
Notes: Keep anything new in its packaging before any claim is settled
Please submit the completed claim note with required documents as soon as possible
9/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong
Send to:
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?
Looking to make a different claim?
We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.
Frequently asked questions
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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