image

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
Group insurance support

What do you want to do?

Want to make a claim?

Find out about our fast and easy claims process.
image

FWD Worldwide Assistance

image

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.

image

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.
image

Life Impact Reliever or TheOne insurance plan customer?

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.

 

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

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.
This depends on the plan that you have. Please refer to the hospitalisation claim process on our website.
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.
Yes. If your attending doctor charges you for the report, you will be responsible for the payment.
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$3,000. 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 daily, 9am-11pm.
Call 3123 3123

Start a live chat now

We’re available 24/7.
supportOptionChat

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.
Send an email
HomeFWD logo svg
繁
EN繁
visitFWD
Hong Kong
3123 3123
繁
EN繁
visitFWD
Hong Kong
© Copyright 2022 FWD Financial Limited. All rights reserved.