Hospitalisation claims

Claims on-demand

FWD eServices means fast and easy online claims. This digital claims service is available for personal accident medical claims of up to HK$3,000 (for CARING Family Medical Insurance Plan, TheChoice Medical Insurance, VChoice Voluntary Health Insurance Plan), and hospitalization claims of up to HK$50,000 for other plans. Download FWD eServices now via the app store.

How to file a claim for

Before you 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
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 eServices, our customer app. Or feel free to give us a call on 3123 3344.

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

1. Prepare the documents

Original

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.

Copy

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

2. Download and fill out a claim form

Personal Accident Claim Form (If your claim requires no further medical treatment)

Personal Accident Claim Form (for all other claims)

3. Submit the claim form and any required documents

By mail

Send to:
9/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong

By email

Send to:
claims.hk@bolttechinsurance.com

Next steps

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

We believe it's part of our job to make the claims experience as easy as possible. These are some of the questions you might have and the answers we can give you. If you’re unsure about anything, simply get in touch.

When will you pay me?

We aim to make a claims decision within 14 working days. However, occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need. When we approve claims, we then aim to pay within 10 working days.

How will you pay me?

Once your claim is approved, we will send you the payment by your preferred payment method.

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

Please keep all original copies of any documents for three months (even after you’ve been paid). This is because occasionally we need to see these to either verify a claim or as part of our own internal auditing and checks.

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

Can I apply for a claim while I am overseas?

How do I file a claim?

What documents do I need for filing a hospitalisation claim?

Who should sign a claim form?

Can I ask for my claims payment to be in a different currency?

Need help with your claim?

No problem. These are the different ways we can help out and support you.

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