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.
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.
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?
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.