Press release

Press releases

FWD expands instant claims service to cover hospitalisation claims of up to HK$50,000

23 June 2021 | Hong Kong

FWD Hong Kong (“FWD”) has expanded its first-in-market instant claims service on its one-stop FWD Moments mobile app (formerly eServices app) to cover hospitalisation claims in addition to personal accident claims. Customers holding designated FWD’s individual medical insurance plans can simply submit their hospitalisation claims through FWD Moments to enjoy instant claim review, and select to be paid for approved claims via the Faster Payment System (“FPS”) instantly, at any 7-Eleven convenience stores at MTR stations, or through direct bank transfer. 

The upgraded instant claims service allows customers holding designated individual medical insurance plans to make instant hospitalisation claims of up to HK$50,000 via the FWD Moments app on a wide array of medical treatment expenses such as Surgeon’s Fee, Anaesthetist’s Fees, Operating Theatre Charges, Daily Room & Board, Daily Attending Physician’s Hospital Visit, Specialist Consultation, and Miscellaneous Hospital Charges. All eligible claims applications submitted through FWD Moments are processed instantly by a cutting edge AI assessment engine, allowing customers of approved claims to receive payments via their selected means instantaneously. 
Samuel Cheung, Chief Technology and Operations Officer, FWD Hong Kong & Macau, said, “At FWD we strive to continuously enhance our customer experience through technology and  innovation. By simplifying the claims process and making it more transparent, we hope to create a refreshing, positive and convenient insurance journey for our customers.” 

Hospitalisation and personal accident claims  account for about 95% of FWD’s life insurance business’ claims cases, in which about 60% of hospitalisation claims have been within HK$50,000. 

Since the instant claims service on FWD Moments was launched last December, overall usage has jumped more than 350%, with more than 90% of these instant claims paid via FPS or in cash at 7-Eleven MTR stores. Customers are also increasingly selecting to receive claims payments via FPS as Hong Kong continues to become more digitally enabled.



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Personal Accident claims: The instant claims service for personal accident remains applicable to claim amounts within HK$3,000.  About 60% of personal accident claims applications received by FWD have been within HK$3,000..

About FWD Hong Kong & Macau
FWD Hong Kong & Macau is part of the FWD Group, the primary insurance business of investment group, Pacific Century Group. FWD Group spans 10 markets in Asia including Hong Kong SAR & Macau SAR, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, Malaysia and Cambodia.

FWD Hong Kong has been assigned strong financial ratings by international agencies. It offers life and medical insurance, general insurance, employee benefits, and financial planning. FWD Macau provides a suite of life and medical insurance.

FWD is focused on creating fresh customer experiences and making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to be a leading pan-Asian insurer by changing the way people feel about insurance.
For more information about FWD Hong Kong & Macau please visit  and