Accident insurance

I am filing a claim for

Check your coverage

Collect documents

File the claim

Receive approval and payment

Check your coverage

Check if your policy covers the claim that you are eligible to make.

Step 1

Log in to your FWD eServices account via:

FWD eServices mobile app
FWD eServices web portal
Wechat FWD HK official account

Step 2

Go to ‘eCommunication’. Find your ‘Policy Document’.

Step 3

Download the full PDF document to check your policy coverage and exclusions (if any).

Collect documents

Claim forms

Hospitalisation/Accident Claim Form Part II

(To be completed by the attending doctor before discharge)

All receipts

All originial receipts, for example:
- Medical receipt
- Deposit receipt
- Statement of charges

All medical reports & referral letters (if any)

Treatment (physiotherapy, chiropractic, etc.)
Diagnostic imaging (MRI, CT scan, PET, etc.)

File the claim

Submit the claim application via FWD eServices app or online portal within 90 days from the treatment.

Step 1

Log in to your FWD eServices account via:

FWD eServices mobile app;
FWD eServices web portal;
Wechat FWD HK official account

Step 2

Select claim type

Step 3

Follow the instructions to enter claim details

Step 4

Upload required documents

Step 5

Select your preferred payout method

Step 6

Review the claim details and click ‘Submit’

If your receipt amount is more than HKD 5,000, please provide all original medical receipts to us.

By post

Send to:
FWD Life Insurance Company (Bermuda) Limited, Claims Department
13/F, Devon House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.

In person

Submit to:
Any FWD Insurance Solutions Centre

Through your servicing agent

Contact your agent (if any) to further process the claim.

Receive approval and payment

How long do I need to wait for the result?

The duration of waiting for a claim result can vary depending on several factors, including the complexity of the claim, the completeness of all required supporting documents, and etc.

Normal case	Clean case	Early claim
We aim to complete reviewing a claim application within 14 working days.	Refers to all required documents and information are provided for consideration of claims decision.	Refers to submitting a claim shortly (within 2-3 years) after purchasing the insurance. We will need to consult with the Hospital Authority or relevant healthcare institutions to verify the patient's medical records.
7-14 working days	Average 2 days (data of 2022)	8-12 weeks

We will notify you via SMS once the result is out.

When will you pay me?

Once your claim is approved, we will pay you within 10 working days.

Tips: For clean case below $50,000 submitted on FWD eServices, the payout can be as fast as same day via FPS.

How will you pay me?

We provide different safe and convenient options for your claim payment, depending on the amount of your claim.

7-11 (Only at stores inside MTR stations)	FPS (Fastest !)	Direct credit	Cheque
Up to HK$3,000	Up to HK$300,000	Up to HK$300,000	Above HK$50,000

Frequently asked questions

Can I apply for a claim while I am overseas?

How do I file a claim?

Who should sign a claim form?

What documents do I need for filing a hospitalisation claim?

Need help?

Not knowing which products suit you most? Want to get more information from us? Feel free to contact us through the following channels!

Call customer support

We’re here to help Mon – Fri 9am – 6pm and Sat 9am-1pm.

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