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Arrange cashless medical treatment for

Here’s a few helpful pointers.

Check any deductible and confirm your claim is eligible

It’s always a good idea to first check that your policy covers any treatment. The quickest and easiest way to do this is via FWD eServices, our customer app. Or feel free to give us a call on 3123 3123.

Note that some plans have a ‘deductible’ which is an amount you’ll need to pay before we pay the rest. Again, you may wish to get in touch with our team and check if this is the case.

Ensure you have no outstanding fees

Before we organise any cashless medical treatment, we’ll need to check there are no outstanding monies owed to FWD. For this reason, we advise you settle any outstanding bill(s) in advance.

Simply contact us any time (24/7) on +852 8120 9066 to schedule a consultation with our specialist doctor.
Your specialist doctor would need to notify us at least four working days prior to your preferred hospitalisation date.

Planning treatment at Gleneagles Hong Kong Hospital?

If you’re planning treatment through Gleneagles Hong Kong Hospital, you can simply submit your application form at least four days prior to your scheduled admission. No prior consultation with our specialist doctor is required (head to step two for the form).

Complete part one of the form and pass it to the appointed doctor during your scheduled consultation. Don’t worry about part two, your appointed doctor will complete this and send back to us. They need to do this at least four working days prior to your preferred hospitalisation date.

Complete part one of the form and send it to us at least four days prior your scheduled admission. Submit the form by emailing it to claims.hk@fwd.com or sending a fax to +852 2290 7005.

After receiving the application from your appointed doctor, we’ll process your application and get back to you within one working day.

If your application is approved, we’ll call you and advise if there are any additional medical costs such as a deductible. We will then arrange the hospitalisation based on your preferred dates and the hospital you have chosen.

In the event your application isn’t approved, we’ll advise you on the next steps.

Gleneagles Hong Kong Hospital

We will get back to you within one working day to advise if your application has been successful. One of our claims ambassadors will then send an "In-Patient Credit Arrangement Authorisation" to Gleneagles Hong Kong Hospital.

In the event of your application is not approved, we will advise you on the next steps.

Upon admission, please present your identification document. Note that you’ll need to pay any outstanding deductible costs when you’re discharged.

You will receive a claims statement and invoice (if there’s any shortfall) after the claim has been processed. If there’s any shortfall, please follow the instructions on the invoice and settle your payment within 21 days of invoice receipt.

Please note you’ll also need to pay the annual deductible. These costs must be settled before your next claim or any cashless treatment.

Your questions answered

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How should I claim if I’ve already paid my hospitalisation fee?

Frequently asked questions

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