FWD launches market-first instant claims service

AI claims assessment engine enables customer payments in seconds via FPS and 7-Eleven stores

FWD Hong Kong (“FWD”) has launched an innovative instant claims service through its eServices mobile application (“eServices app”), taking claims convenience to an unprecedented level. First of its kind in Hong Kong¹, the solution allows FWD customers to receive claims payments within seconds after claims applications approval via the Faster Payment System (“FPS”) and 7-Eleven convenience stores. 

FWD is now inviting its customers to embark on a new and paperless claims journey that shortens the claim pay-out process from a few working days to seconds. Claim applications submitted to the eServices app are processed instantly by its AI assessment engine, and customers can receive claims approvals and get paid through their selected means instantly via FPS, at any 7-Eleven convenience store at MTR stations, or conventionally by direct transfer to their bank accounts. 

The instant claims service is currently applicable to life insurance’s personal accident claims of up to HK$3,000 covering treatment expenses, such as Chinese bone-setting treatment, acupuncture, chiropractic treatment, physiotherapy, registered doctor visits, occupational therapy and dental treatment. FWD will extend the service to support hospital income and hospital claims later this year. 

Ken Lau, FWD’s Managing Director for Greater China and Hong Kong CEO, said, “Elevating the customer experience is always our top priority, and every claim is a ‘moment of truth’. We’ve been continuously developing customer-led innovations and working closely with our partners to make claims more straightforward and effortless. FWD will continue to invest in improving the claims experience and enhancing overall insurance solutions to keep changing the way people feel about insurance, and truly ‘celebrate living’ together.” 

FWD has maintained a high claims rate of more than 95% for its key life insurance products including personal accidents, hospital income and hospitalisation (as of 30 November 2020, per number of claim applications).

FWD is the first and only insurance partner of 7-Eleven since 2016. As the largest convenience store group in Hong Kong, 7-Eleven dedicates itself to offering a full-suite of quality products and services to customers. FWD is proud to continue its collaboration with 7-Eleven to deliver claims payments service for life insurance products. Under this unique partnership, both companies look forward to bringing more diversified and convenient services to everyone.

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¹Information was updated as of 30 December 2020, and is based on FWD’s understanding and interpretation towards the current market information. FWD will not be liable for any errors or omissions.