Critical illness insurance
Check your coverage
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
The doctor claim form may vary depending on your diagnosis. Please reach out to your agent to obtain the necessary doctor claim form. If you do not have an agent, please contact our customer support at 3123 3123 for further assistance.
We will access your situation and send you the doctor form in 2-3 days via email. (It will take longer if you request the form by post)
- Laboratory reports
- All medical reports (i.e. Surgery report, pathological report, etc.)
- Diagnostic imaging (MRI, CT scan, PET, etc.)
File the claim
Please submit all original claim forms along with copies of ID card within 30 days from the date of diagnosis.
We offer you an additional 60 days (Total 90 days) to collect and submit all the supporting documents.
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.
Through your servicing agent
Contact your agent (if any) to further process the claim.
Receive approval and payment
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 |
|---|---|
We aim to complete reviewing a claim application within 14 working days. | Refers to submitting a claim shortly (within 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 8- 12 weeks |
Your agent will notify you once the result is out
Once your claim is approved, we will pay you within 10 working days.
We provide different safe and convenient options for your claim payment, depending on the amount of your claim.
We will pay you by cheque. You may collect the it from your agent. If you do not have an agent, you can collect the cheque at one of our FWD Insurance Solutions Centres. We will call you once the cheque is ready for pick up.
Please write down your preferred cheque pick-up centre location in the claim form “Payment Instruction” under Part II “Information of Claimant”.
We understand that visiting our center may not always be convenient for you. In such cases, you have the option to authorize another person to pick up the cheque on your behalf. To do so, please provide us with a signed written authorization containing the following information:
- Policyholder’s name & ID no.
- Policyholder’s ID copy
- Representative’s name & ID no.
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