Find out about our claims process and what you need to do.
We’re taking a new approach to claims
We offer a range of helpful services and new ways to make a claim. Not sure what you need? Don’t worry. When you start the claims process, we’ll flag all the ways that we can help and support.
eServices gives easy access to your insurance plans, giving you key policy information and the ability to make changes – all from your smart device.
FWD Claims Ambassadors
Our trained Claims Ambassadors are here to help you throughout the entire process - from filling out the form to processing and paying your claim. No forms, no fuss.
Call on 3123 3123.
30 min on-the-spot claims
FWD Insurance Solutions Centres can issue fast claims payments for medical and personal accident claims (for life insurance policy holders only).
HKSH cancer and rehabilitation planning consultation service
We’ve partnered with HKSH Medical Group to introduce a pioneering cancer and rehabilitation support service on selected plans.
Want to make a complaint?
We want to help resolve things. We’re committed to listening to what you have to say and, we’ll do our best to make things right.
FWD Worldwide Assistance
For some plans, we offer Worldwide Assistance, working with the International SOS Worldwide Assistance Service. This gives customers the help they need, when they need it – including 24-hour advice and support.
My policy has lapsed but I’d like to reactivate it. How do I go about this?
We’d love to welcome you back as a customer. Please fill in Part B of the "Policy Services Request Form" You’ll need to pay any arrears (outstanding payments) which may include a small amount of interest (click here for payment methods). Submit the form, together with a proof of address (dated within the last three months) plus a copy of your identity card.
Can I withdraw any dividends that are attached to my policy?
Yes you can. Please complete and submit the "Policy Services Request Form" together with a copy of your identity card and proof of address (dated within the last three months). All being well, this will take around five working days to process.
You can also bring the required documents to one of our Insurance Solutions Centres for our “Quick Cheque Issuance Service”. Your request will be processed within two working days.
Can you tell me about your “Quick Cheque Issuance Service”?
Here’s how it works: You can apply for cash coupons or dividends as well as a loan from your policy (this would be payable by cheque).
This can be done at our Insurance Solutions Centre in Sheung Wan Monday-Friday from 9am-12pm and 2pm-5pm..
The maximum withdrawal is HK$100,000 per day per policy.
Your application via our other Insurance Solutions Centre will be processed within two working days.
What is the exchange rate of an individual insurance policy?
For details, please refer to the exchange rates here.
Can you tell me about participating policies?
This refers to a life insurance policy that gives customers what’s known as ‘dividend’ payments.
Our participating policy has five main features:
Guaranteed loss of life (death) benefit along with other payable benefits
Guaranteed cash value offered for loan or upon surrender
Guaranteed cash coupons at certain designated times
Non-guaranteed dividends every year
Non-guaranteed cash bonuses paid upon certain events, such as loss of life, policy surrender, policy maturity, or when your policy has been active for a certain length of time
Some features are only applicable to in-force plans - i.e. plans that are active.