Travel 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 submit your claim within 31 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. 
• Please provide travel records for you / your family (and any insured pet) if you wish to claim for overseas cover.

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

Download the app

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• Travel itinerary or boarding pass or passport showing the actual travel period

Original

• Police report / statement from the local police regarding the lost item (please speak to the police most local to where the luggage has been lost)
• Receipt of the lost / damaged item (if this doesn’t exist, we will estimate its market value)
• Repair / replacement quotation and / or receipt
• Colour photo(s) - if you have them - showing the lost / damaged item(s). For example, any personal belongings.
• Confirmation from authorised repairer if a damaged item is irreparable
• Any loss / damage report from hotel or airline

Claim in cash at 7-Eleven 

We’ve launched one of the first claim-in-cash services in Hong Kong!

The service is available for medical claims of up to HK$3,000.

Collect your claims payment instantly at any 7-Eleven store at any MTR station.
 
3 easy steps to claim:

1. Submit your claim as usual, and the simply 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 at an MTR station. Once confirmed, you’ll receive your claim in cash right away!

Thanks for completing the claims process.

If you’ve submitted your claim through eServices, you can use this to track your claims status. Otherwise, we’ll keep you informed by email.  

Customers who have bought their plan via their agent will receive this notification from their agent, according to how your agent normally communicates with you.

If we need additional information from you, we will let you know – either by post or via your agent if applicable.