Car and cargo claims

I’m claiming for

Before you claim

The things you need to know before you make a claim
If you have a personal insurance plan with us, please head to our dedicated personal insurance claims page.

Check your claim is eligible
It’s always a good idea to first check that your policy covers your claim. You can check this on your policy contract. Or feel free to give us a call on 3123 3123.

Send us your claim within 30 days
Please submit your claim within 30 days of the event you’re claiming for.

Points to note

Please do not dispose of any damaged item(s) before we’ve had a chance to look at your claim and advise you what to do. We may need it as part of the claims process.
It’s important that you do not enter into any third-party correspondence or admit any third-party liability without first discussing with us.
Try to record the particulars of any injured party and the nature of any loss or injury. If you have suffered injury or loss, please report the case to the police immediately, and obtain a reference number.

1. Prepare the documents

Copy

Your up-to-date Hong Kong Vehicle Registration Document (both sides)
Your driver's HK Identity Card and license
A breath test report from the police
Your driver's statement to the police / police report number
Colour photos showing the scene of the accident
Any unedited dashcam video footage stored on CD or USB

2. Download and fill out a claim form

Motor Accident Report Form

Letter of consent

This allows us to collect any third party information related to your claim, in accordance with your consumer rights and our contractual agreement.

3. Submit the claim form and any required documents

Please include any legal letters, legal claims, writs of summons or letters from any third parties or Government Officials. Please do this as soon as possible so that we can help you follow the correct procedure.

By mail

Send to:
9/F, FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong

In person

Submit to:
Any FWD Insurance Solutions Centre

By email

Send to:
claims.gi.hk@fwd.com

Next steps

Thanks for completing the claims process.

As soon as we receive your claim, we'll let you know. We'll do this within five working days of receiving your claim either via by post, SMS, or email (please allow for any postal delays via the mail service).

If you’ve bought your plan via an agent, you’ll receive this notification from your agent, according to how they normally communicate with you.

If we need additional information from you, we will let you know – either by post or via your agent, if applicable.

Your questions answered

We believe it's part of our job to make the claims experience as easy as possible. These are some of the questions you might have and the answers we can give you. If you’re unsure about anything, simply get in touch.

When will you pay me?

We aim to make a claims decision within 14 working days. However, occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need. When we approve claims, we then aim to pay within 10 working days

How will you pay me?

Once your claim is approved, we'll send you a cheque. For some claims you can select your preferred payment method. If this is the case, we’ll highlight this on the claims form.

After I've made a claim, how long should I keep my original documents?

Please keep all original copies of any documents for three months (even after you’ve been paid). This is because occasionally we need to see these to either verify a claim or as part of our own internal auditing and checks.