Medical insurance
I am filing a claim for
Before treatment
Check if your policy covers the claim that you are eligible to make. We will assess your medical claims based on the principles of “Reasonable and Customary” charges and “Medical Necessary.” Click here to learn more now.
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)
Step 4
Hand over the form provided below to your attending doctor for completion. Collect the fully completed form before your discharge from the hospital.
After treatment
- All medical receipts, for example:
- Medical receipt
- Deposit receipt
- Statement of charges
- Treatment (physiotherapy, chiropractic, etc.)
- Surgery reports
- Laboratory reports (Blood test, urine test, etc.)
- Diagnostic imaging (MRI, CT scan, PET, etc.)
File the claim
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 exceeds HKD 50,000, please provide the original receipts to us. For other supporting documents, simply upload copies.
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 | 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 in situations 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.
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.
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 (recommended!) | Direct credit | Cheque |
|---|---|---|---|
Up to HK$3,000 | Up to HK$300,000 | Up to HK$300,000 | HK$ 50,000 or above |
Need help?
Start a live chat now
(Incorporated in Bermuda with limited liability). All rights reserved.
We use cookies to give you the best possible experience on our website. By continuing to browse this site, you give consent for cookies to be used.
For more details please read our Cookie Policy.
