Home and property claims
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How to file a claim for
We want to help make the claims process as quick and easy as possible. We know you may have questions and these are listed out further down.
As part of preparing your claim, please carefully note the following important information:
- It’s always a good idea to first check that your policy covers your claim. You can do this by giving us a call on 3123 3123 or make it quick and easy by checking via our app.
- Please submit your claim within 30 days of the event you’re claiming for.
- 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.
If you need any help, don’t hesitate to get in touch.
>Download the app
We want to help make the claims process as quick and easy as possible. We know you may have questions and these are listed out further down.
As part of preparing your claim, please carefully note the following important information:
- It’s always a good idea to first check that your policy covers your claim. You can do this by giving us a call on 3123 3123 or make it quick and easy by checking via our app.
- Please submit your claim within 30 days of the event you’re claiming for.
- 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.
If you need any help, don’t hesitate to get in touch.
>Download the app
Original
- Photos: colour photos showing the extent of the damage - ideally taken at the scene of the accident
- Witness statement with contact information (if available)
- Correspondence or any demand letter from a third party (including any legal notices)
Notes: Keep anything new in its packaging before any claim is settled
Each plan has its own claim form. If you see more than one form, please select the form that matches your plan.
9/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong
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
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When will you pay me?
Who do I speak to if I have a question on my claim?
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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
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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