Medical claims

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 at 3123 3123 or make it quick and easy by checking via our app.
• Please fill out the claim form within 30 days of the event you’re claiming for and then send it to us so we have notice of your claim. We will then give you 60 days to collect all the documents you need and submit the completed claim with all the documents and paperwork.

Claim through an agent

We’ve authorised some of our agents (our Noble Agents) to process and approve claims on our behalf. So if you have an agent, find out if they are a Noble Agent and you can then claim through them. This service is available to life insurance customers, with accident or medical claims of up to HK$50,000. The service is available for policies that have been active for at least two years.

If you need any help, don’t hesitate to get in touch.

>Download the app

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• All receipts

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• Any referral for physiotherapy
• Your identity card 

Claim in cash at 7-Eleven - We’ve launched one of the first claim in cash services in Hong Kong.

Collect your claims payment instantly at any MTR station 7-Eleven store. This service is available for medical claims up to HK$3,000. Three steps to claim:

1. Submit your claim as usual, select your payment method as “Collect at designated 7-Eleven Stores” on the claims form. Once your claim is approved, you’ll receive an SMS from FWD. 
2. Click the link on the SMS, enter your HKID/ passport number, and you’ll receive a QR code and a settlement letter.
3. 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!

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 post, SMS, or email (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.