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 completely free to download.

Yes, it does. If you’ve already registered with eServices, you now need to update and upgrade to FWD Moments. You can download FWD Moments via the App Store / Google Play and 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 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 simpler, faster and smoother insurance experience – whether that’s paying your renewal premium, updating your details, or (if your plan is eligible) making a claim. Registering is fast and completely free. 

This is what’s known as biometric set-up and involves finger and face ID. It’s optional and simply an extra layer of security designed to keep your data 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 FWD life insurance personal accident claims and hospitalisation claims up to HK$3,000 and HK$50,000 respectively. 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 our FWD life insurance personal accident plans (up to HK$3,000) and hospitalisation (up to HK$50,000). We’ve also simplified the claims experience for all customers - meaning a much faster, easier, and completely online claims experience.

Additionally, we have a new and enhanced design making it far more intuitive to navigate the app and complete the tasks you want to do – access all your policy details, update your information instantly and track your claims in one place.

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 access FWD Moments via our website or head to the web browser version of our Customer Portal.

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

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

Yes of course. We’ve kept this service for customers who prefer to use a desktop computer or laptop.

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.

Please fill in the information for "Forgot Login ID / password" on the FWD Moments app home page to reset Login ID / password.

Yes, please do keep all original copies for three months (even after you’ve been paid). Occasionally these documents may be required to verify a claim application or as part of our own internal auditing and checks.