Travel claims
How to file a claim for
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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
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.
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.
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 Moments, our customer app. Or feel free to give us a call on 3123 3123.
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.
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.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
By mail
Send to:
9/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong
Thanks for completing the claims process.
If you’ve claimed via our FWD Moments 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
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.
Frequently asked questions
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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