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.

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.

For more transaction types, log in to eServices now.

What else can we help you with?

Want to make a claim?

Find out about our fast and easy claims process.

Simpler, faster and smoother insurance experience!

Download FWD eServices 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 eServices 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.

Our Insurance Centres

Insurance Solutions Centres

Head to one of our FWD Insurance Solutions Centres for in-person customer support.

The following services can be inquired in Insurance Solutions Centres:

Policy Enquiry
Policy Changes
Premium Payment
Claims Submission

Wealth Management Centres

FWD provides a variety of investment solutions and protection plans for customers.

The following services can be inquired in Wealth Management Centres:

Life and Medical insurance products
Financial Planning
Investment Products
MPF Consolidation*

*FWD Life Insurance Company (Bermuda) Limited (“FWD”) is the strategic distributor of Sun Life Hong Kong Limited (“Sun Life”). FWD subsidiary intermediaries can distribute Sun Life’s MPF and Provident Fund products in Hong Kong.

Important Announcement: The Sheung Wan Service Center is already closed. For inquiries, kindly visit the Quarry Bay or Tsim Sha Tsui.

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?

What documents do I need for filing a hospitalisation claim?

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

Do I have to pay for my medical report fee?

Can you tell me about your instant claims service?

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.

Start a chat

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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