Medical claims

I am 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. 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.

FWD Healthcare card holder?
Remember, some plans allow you to get cashless treatment via our network of hospitals and clinics - with no need to submit a claim. You can check your eligibility and details of our partner hospitals and clinics via FWD eServices. If you’ve already paid your medical costs, you can retrospectively submit a claim..

Send us your claim within 90 days
Please submit your claim within 90 days of the event you’re claiming for.

We offer a range of ways to make a claim
You can fill out a form and send it back - or take a look at our other options below.

FWD eServices

Our app means fast and easy online claims. This service is available for claims of up to HK$50,000.

Claim online

Login to our customer portal and submit medical claims under Group (employee) medical insurance. Available for claims below HK$50,000 - with no original receipts needed.

1. Prepare the documents

Original

All receipts. For example, medical expense receipts issued by your attending doctor / registered medical practitioner / Chinese bonesetter / acupuncturist. All receipts should include your full name, the nature of your sickness / any diagnosis, any treatment information, the date of consultation, the amount billed for any medical service (itemised) and the attending doctor’s signature and chop
To reimburse the cost of any medical treatment or medicines prescribed by a physician, medical specialist or Chinese Medicine Practitioner, these receipts must be dated on the same day as your consultation.

Copy

Any referral letter from the attending doctor for X-rays or laboratory tests, any prescribed medicine or treatment by a specialist*, physiotherapist or chiropractor.

*This doesn’t include the following (unless specified in your policy): dermatologist, ophthalmologist, gynaecologist, orthopaedist, traumatologist, otorhinolaryngologist (ENT) orpaediatrician.

2. Download and fill out a claim form

Medical Insurance - Outpatient Claim Form (Underwritten by FWD Life)

Medical Insurance - Outpatient Claim Form (Underwritten by bolttech Insurance)

To be completed by the Claimant

3. Submit the claim form and any required documents

By mail

Send to:

FWD Life Insurance Company (Bermuda) Limited, Employee Benefits

19/F, Tower 1, Millennium City 1,

388 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong

In person

Submit to:

Any FWD Insurance Solutions Centre

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 email or post (please allow for any postal delays via the mail service).

If we need additional information from you, we will let you know – either by email or via your HR 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 transfer monies to the bank account you provided. If we don’t have any bank account details, we’ll mail a cheque to your registered address. 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.