Travel claims

How to file a claim for

Before you claim

The things you need to know before you make a claim

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

Send us your claim within 31 days

Please submit your claim within 31 days of the event you’re claiming for.

Points to note

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.

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.

Claim through FWD eServices

Our app means fast and easy online claims - with no need for paperwork or original receipts.

Available for travel claims of up to HK$3,000.

Sorry – the service isn’t currently available for the following plans: FlightCare, Fun Travel, or BananaCare.

Claim online

1. Prepare the documents

Original

Police report / statement from the local police regarding the lost item (please let the local police where the luggage was 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.

Copy

Travel itinerary / boarding pass / passport showing the actual travel period

2. Download and fill out a claim form

Online claim for any damage to suitcase / travel bag (for TravelCare plan customers only)

Travel Claim Form (if you're only claiming for suitcase / luggage damage)

Travel Insurance Claim Form (for all travel claims, including suitcase / luggage damage)

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.

If you’ve claimed via our FWD eServices app, you can easily track the progress of your claim within the app. Otherwise, we’ll keep you informed by email.

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'll send a cheque. For some claims you can select your preferred payment method. If this is the case, we’ll highlight this on the claims form.

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?

Can I ask for my claim cheque to be sent directly to me, not via my agent?

Can I upgrade my hospital accommodation from what is covered in my policy?

Do I have to pay for my medical report fee?

Need help with your claim?

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

Call customer support

We’re here to help Mon – Fri 9am – 6pm and Sat 9am-1pm.

Start a live chat now

We’re available 24/7.

Leave a message

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