Customer support for personal insurance products

We’re here to help every step along the way

Tell us what you need, and we’ll do our best to help

Whether you need advice on one of our plans or support with a claim, don’t hesitate to get in touch.

If you have insurance from your employer (group insurance), please use our dedicated support channel below.

Group insurance support

Let’s make insurance easier online

We’ve designed FWD eServices so that you can manage your insurance quickly, easily and at the exact right time that suits you.

Change of contact information

Change of beneficiary

Change of payment option

Change of investment choice allocation

Investment choice switching

Acknowledgement of policy receipt

For more transaction types, log in to eServices now.

What else can we help you with?

Find ways to pay your premium

Find a form

Find funds and fund price information

View our regulatory disclosure

Want to make a claim?

Find out about our fast and easy claims process.

Simpler, faster and smoother insurance experience!

Download FWD Moments to manage your insurance easily, enjoy simple online claims and fast payouts.

Open App Store / Google Play by scanning the QR code

FWD Worldwide Assistance

Our Worldwide Assistance is available to specific insurance plans. We work with International SOS Worldwide Assistance Services (iSOS) to give our customers the help they need, when they need it – including 24-hour advice and support.

If you need help, please call +852 3122 2900 and iSOS can identify you by name, policy number or your ID/passport number. You may wish to save this number on your phone.

Want to know if you’re eligible for iSOS? Either check your policy pack or check online via FWD Moments or the customer portal.

Get cashless medical services

Several of our plans come with cashless medical services from our range of partner hospitals and clinics both in Hong Kong and abroad. No need to claim – simply make your appointment through our dedicated team.

vTheOne Medical Plan, TheOne Medical Solution/Rider or Life Impact Reliever customer or Health Plus Plans?

Remember, you can claim a range of medical treatment and services from our network of hospitals – including hospitals in Mainland China.

Select your plan to see a list of our partner hospitals.

Designated Hospital List in Mainland China (Applicable to vTheOne medical plan and TheOne Medical Solution/Rider)

Life Impact Reliever Hospital List

List of 12-month Out-patient Medical Service (Available for Healthy Plus Plans A-E Only)

Our Insurance Solutions Centres

Head to one of our FWD Insurance Solutions Centres for in-person customer support. You can buy a plan, file a claim, book time with an agent, and get the support you need.

Want to make a complaint?

At FWD, we always want to help resolve issue quickly and easily. As part of this, we’re committed to listening to what you have to say and doing our best to make things right.

Frequently asked questions

How do I file a claim?

This depends on the type of cover you have. The fastest and easiest way to make a claim is through FWD Moments, our fast and easy app. Through FWD Moments, you can file a claim and for some plans, get paid instantly. Find out more here.

What documents do I need for filing a hospitalisation claim?

This depends on the plan that you have. Please refer to the hospitalisation claim process on our website.

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

Please call us and we can discuss your options in advance. If you’re already claiming and the hospital accommodation is outside the benefit class covered by your policy, we may make an adjustment to the claim settlement.

Do I have to pay for my medical report fee?

Yes. If your attending doctor charges you for the report, you will be responsible for the payment.

Can you tell me about your instant claims service?

This is something we’re very excited about! Our smart technology uses algorithms 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$5,000. As part of this we use smart text reading technology to read and validate receipts and other documentation. Your data and personal information are always kept secure and totally safe.

Need help with your claim?

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

Call customer support

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

Call 3123 3123

Start a live chat now

We’re available 24/7.

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Leave a message

Send us your enquiries, or any feedback. We’ll get back to you shortly.

Open contact form

Email

Drop us an email via cs.hk@fwd.com and we’ll get back to you as soon as possible.

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