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Critical illness claims

I want to file a claim

Before you claim
1. Prepare the documents
2. Download and fill out a claim form
3. Submit the claim form and any required documents
Next steps

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. 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.

Contact HR
Check with your HR department on their preferred claims procedure.

Send us your claim within 90 days
Please submit the completed claim form with all supporting documents within 90 days of either the date of diagnosis or any surgery covered by your insurance plan.

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.

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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.

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How will you pay me?

Once your claim is approved, we'll send 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.

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Who do I speak to if I have a question on my claim?

We’re always happy to assist with any queries or questions you may have. Simply head to our customer support page and get in touch, however it suits you best.
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What if I have a complaint?

We hope you won't need it but for easy reference, our complaints procedure is here.

Looking to make a different claim?

We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.

Medical claims

At FWD we have a simple 3-step process should you need to make a claim on your group medical insurance for hospitali…

Accident claims

At FWD we have a simple 3-step claims process should you need to make a claim on your accident insurance.

Loss of life claims

At FWD we have a simple 3-step claims process should you need to make a claim on your group life insurance.

Disability claims

At FWD we have a simple 3-step claims process should you need to make a claim for disability on your group accident …

Property and liability claims

At FWD we have a simple 3-step process should you need to make a claim on your group medical insurance for hospitali…

Car and cargo claims

At FWD we have a simple 3-step claims process should you need to make a claim on your commercial car or marine cargo…

Employees’ compensation claims

At FWD we have a simple 3-step claims process should you need to make a claim on your employees’ compensation insura…

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.

Start a live chat now

We’re available 24/7.

Leave a message

Send us your enquiries, or any feedback. We’ll get back to you shortly.

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