Download FWD Moments

FWD Moments is our customer app, designed so that you have everything you need, all in one place. Think of it as a customer service hub with lots of added extras. The app is available to download on your mobile device. It’s fast and totally free to download.

Yes, it does. If you’ve already registered with eServices, you now need to update and upgrade to FWD Moments. Either tap on eServices and follow the on-screen prompts. Or download FWD Moments via the app store. You can use the exact same user name and password. Our smart technology will then migrate all your details over to FWD Moments. Please note that your eServices biometric ID (face and finger print) won’t carry over so you’ll need to re-do these when you re-register.

Not at all. If you’re happier managing your insurance as you’ve always done so, that’s fine by us. However, do bear in mind that FWD Moments has been designed to create a faster, easier insurance experience – whether that’s paying your premium, updating your details, or (if your plan is eligible) making a claim. Registering is fast and totally free. 

This is what’s known as biometric set-up and involves finger and face ID. It’s totally optional and is simply an extra layer of security designed to keep your data 100% safe. It means that only you can access your account. And your account can only be accessed on the devices you choose and trust.

This is something we’re very excited about! Our smart technology uses algorithms and smart technology to ensure we can pay and process certain claims in (quite literally) seconds. This includes all FWD life insurance personal accident claims of up to HK$3,000. As part of this we use text reading technology to read and validate receipts and other documentation. Your data and personal information is always kept secure and totally safe.

We now offer instant claims approval and pay-out for all our FWD life insurance personal accident plans (up to HK$3,000). We’ve also simplified the claims experience for all customers - meaning a much faster, easier, and totally online claims experience. For example, you can submit any outpatient and hospital claims digitally via our online claims form. Simply upload your receipts and our smart data will auto-fill, saving you the time and effort of entering any details manually. Additionally, we have a new, enhanced design making it far more intuitive to navigate the app and complete the tasks you want to do – whether that’s making a claim, viewing your details, or creating a few basic changes to your plan.

The FWD Moments app is available on all iOS and android devices. If you’re having any issues, please get in touch. In the meantime, you can head to the web browser version of eServices. You can also access FWD Moments via our website.

Yes – it’s a completely free service for all FWD customers.

Yes, and this is simply to protect your online identity and data.

No problem. We’ve kept this service for customers who prefer to use a desktop computer or laptop.

From the mid-March 2021, you’ll be unable to access the old eServices app so we strongly encourage you to update to FWD Moments. It’s fast and easy to download. Alternatively, you can carry on using the desktop version of eServices.

At FWD, protecting your personal data is our utmost priority. We’re committed to managing the information you give us with fairness and integrity, abiding to all data management laws, guidelines and best possible protocol. Please read our Personal Data Protection Policy and Practices to reassure you that we treat all personal information with the highest respect and discretion.