Hospitalisation claims
Claims on-demand
Using the FWD Moments app, we now offer instant claims approval and pay-out for selected personal accident claims (up to HK$3,000). For all our plans, you can check your policy details and make a claim, all from one place - meaning a much faster and easier online experience. Download FWD Moments now via the app store.
How to file a claim for
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 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.
We offer a range of ways to make a claim
You can fill out a form and send it back - or take a look at our other options below.
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 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.
We offer a range of ways to make a claim
You can fill out a form and send it back - or take a look at our other options below.
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
- Your identity card
- Part 1 to be completed by the insured. Part 2 to be completed by the attending doctor.
- For medical claims of up to HK$3,000, you can 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.
Send to:
FWD Life Insurance Company (Bermuda) Limited, Claims Department,
8/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong
Submit to:
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.
Your questions answered
When will you pay me?
How will you pay me?
How can I receive my claim in cash at 7-Eleven?
- Click the link on the SMS, enter your HKID/ passport number, and you’ll receive a QR code and settlement letter.
- Show your QR code to staff at any 7-Eleven store in an MTR station. Once confirmed, you’ll receive your claim in cash right away!
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.
Yes. The quickest and easiest way is to download our app, FWD Moments. Find out more here. You can also send in a claim by post. For advice and support, please call our Service Hotline on +852 3123 3123.
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.
Need help with your claim?
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