Hospitalisation claims

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
Please note that this plan only covers medical expenses for accidents. For example, it doesn’t cover general outpatient/dental expenses not caused by an accident.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 fill out the claim form within 30 days of the event you’re claiming for.

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• 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.

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• Any referral letter from the attending doctor for physiotherapy / chiropractic / X-rays / laboratory tests.

• For medical claims of up to HK$3,000, you may collect your claims payment instantly at any MTR station 7-Eleven store. Submit your claim as usual and simply select “Collect at designated 7-Eleven Stores” on the claims form.

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