Property and liability claims

I’m claiming for

Before you claim

The things you need to know before you make a claim

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.

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 claim 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

Original

Colour photos showing the extent of the damage - ideally taken at the scene of the accident
Witness statement with contact information (if available)
Correspondence or any demand letter from a third party (including any legal notices)

Notes: Keep anything new in its packaging before any claim is settled

2. Download and fill out a claim form

Public Liability Claim Form

3. Submit the claim form and any required documents

Please include any letter(s) from solicitor(s) claims documents, 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

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 SMS, 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 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.