Claims - FWD

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Important Notice

1. Once all the required document is received, FWD should make settlement within 7 working days.

2.  If there are more than one beneficiary, each beneficiary has to complete a new version death claim form.

3. Claims Support Service – Claims Corner, details please refer to FR4317 Claims Corner. (Updated: 17 Aug 2017)

4. Speedy claims approval within 3 hours (Updated: 11 Jun 2018)

(A) Checklist for Death Claims

1. Death Claim Form ([D3]) - To be completed by the Beneficiary.
2. Death Claim - Attending Physician's Report ([D4]) - To be completed by the last attending doctor if the death occurred within the first three policy years.
3. Self-Certification Form for Individual ([S4]) (If applicable) - Declaration relating to Automatic Exchange of Financial Account Information (Client will need to complete the applicable Self-Certification Form if 1) he/she declares "Yes" in the Declaration relating to Automatic Exchange of Financial Account Information; or 2) any of the CRS indicia is found.)
4. Death Certificate (to be returned after being certified)
5. The Deceased’s Identity Card
6. The Beneficiary’s Identity Card
7. Policy documents
8. Related Newspaper Articles (if applicable)
9. CS eform
Remarks: The above claims procedure is for reference only. For more details, please refer to the relevant policy provisions. FWD reserves the right to amend these requirements or seek additional information to support each claim. More information, please refer to link: https://www.fwd.com.hk/en/support-claims/claims/death/​​​​​​​ 

(B) Checklist for Medical Claims

Hospitalisation
1. Hospital / Accident Claim Form ([A7])
2. All Receipts (Original)
3. Policyholder's Identity Card (Copy)
4. All Laboratory Tests and Imaging Scan Reports (Copy)
5. CS eform
Remarks: Please submit the completed claim form with required supporting documents to us within 90 days from the date of consultation/treatment.
Critical Illness
1. Crisis Insurance Claim Form ([C4])
2. All Laboratory Tests, Imaging Scan and Pathological Reports
3. Policyholder's Identity Card
4. CS eform
Remarks:

  1. Please provide written notice of the claim within 30 days from the date of first diagnosis - by mail or by email to [email protected].
  2. Please submit the completed claim form with required supporting documents to FWD within 90 days after the time the proof is required. FWD shall provide the necessary forms for filing proof of loss upon receipt of the notice of claim.

An innovative Claim payment method -Collect Cash at 7-Eleven

  •   This option is only applicable for any approved claim of HK$3,000 or less. In the event that the claim payment exceeds HK$3,000, the claims benefit will be paid by cheque.
  •   This option is not applicable to any claims under Life Insurance purchased online or through direct marketing.
  •   This option is only applicable to Hospitalization and Accident Claims (Life Insurance), Personal Accident Claims (General Insurance) and Travel Insurance Claims.
  •   Collection is only available at 7-Eleven stores located in MTR station.

For more details, please refer to Launching an innovative Claim payment method -Collect Cash at 7-Eleven. (Updated: 12 Feb 2018)

Claims Payment by Mainland Customer (Updated: 28 Jun 2018)

1. Mainland customers can now choose to collect withdrawal of policy value or claims payment by "uncrossed cheques", and cash in the uncrossed cheques at any branch of HSBC in Hong Kong.

2. The designated payee (for example, the policyowner or the beneficiary) must collect the uncrossed cheque in person at FWD Insurance Solution Centre. The maximum limit for each transaction is HK$500,000.

FWD Customer Hotline：31233123

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