Customer support for personal insurance products
We’re here to help every step along the way
What do you want to do?
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? Check your policy pack. Alternatively, you can login to FWD Moments / Customer Portal to check if your plan comes with iSOS.
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? Check your policy pack. Alternatively, you can login to FWD Moments / Customer Portal to check if your plan comes with iSOS.
Life Impact Reliever or TheOne Medical Solution customer?
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.
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.
© Copyright 2021 FWD Life Insurance Company (Bermuda) Limited
(Incorporated in Bermuda with limited liability). All rights reserved.
(Incorporated in Bermuda with limited liability). All rights reserved.