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Our hotline: +65 6820 8888

Monday to Friday: 9:00am – 10:00pm
Saturday: 9:00am – 1:00pm
(Excluding public holidays)

Emergency assistance: +65 6322 2072

Available 24 hours a day, any day, from anywhere in the world.

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find all the answers with claims FAQs

Q.1 What should I do if I get into an accident?

If you were involved in an accident and you require assistance, please call our FWD Emergency Assistance on +65 6322 2072. If someone has been injured please let Emergency Assistance know that an ambulance is required.

Emergency Assistance will immediately dispatch the MARS (Mobile Accident Response Service) team. On arrival, MARS will assist you in the accident reporting and arrange a towing service, if needed. If you do not require Emergency Assistance, here’s what you need to do:

  • Do not move your car from the initial location of the accident.
  • Take photos of all the vehicles involved. The accident scene photos are to be enclosed when you lodge the accident report.
  • Note down the registration numbers of all vehicles involved.
  • Exchange particulars of all drivers involved and take note of the injured people (if any), including: Name, NRIC, Phone number, Address and Name of Insurance Company.
  • Do not admit liability or make any offers to a Third Party.
  • Take your vehicle to the Approved Reporting Centres and make the accident report with 24 hours, or on the next working day.

Q.2 What should I do if I get into an accident overseas?

Please call our FWD Emergency Assistance on +65 6322 2072 for further advice and assistance. Our 24-hour assistance service will help you arrange for the towing of your vehicle back to Singapore.

Q.3 How do I lodge an accident report with FWD?

Please take your car and the following documents to one of our Approved Reporting Centres to lodge a report:

  • Driver’s driving license;
  • Insured and driver’s NRIC;
  • Soft copy of Certificate of Insurance;
  • Police report (if any);
  • Scene photos (if any);
  • Witness reports (if any).

Alternatively, you can opt for mobile reporting. Please call our FWD Emergency Assistance at +65 6322 2072 for further advice and assistance.

Q.1 If my claim is in foreign currency, how will you pay me?

When your claim is in a foreign currency and in cash, we will pay you in Singapore Dollars using the foreign exchange rate (listed on yahoo finance) on the incident date. If you used a credit card, we will pay you the amount charged in Singapore Dollars on your credit card bill.

Q.2 What documents do I need to make a claim?

The documents needed depend on what you’re claiming for. Please click here to find out more.

Q.3 Must I file my claim while I’m still overseas?

No, we don’t want you to worry about making claims while still on your trip. You can find out more about the documents required for claims using our claims guide as some documents are required from the local authorities. Other than that, filing of a claim can be made after you’ve returned to Singapore. If you require emergency assistance, please call our FWD Emergency Assistance on +65 6322 2072 for help.

If your flight is going to be delayed for 6 hours or more, and you’d like to use this time to file a claim, you can do so through our customer portal or via WhatsApp.

Q.1 Would my maid be covered under the policy for outpatient medical expenses?

Outpatient medical expenses would only be covered in the event of seeking treatment for accidents.

Should you’ve opted forthe additional optional benefit of outpatient medical expenses due to illness, we will cover your maid for $300, $500 or $1,000 as per the plan you have chosen. That means, the claim amount of up to S$30 per visit is immediately deducted from your medical bill. You will only need to pay the first S$10, and any balance that remains after deducting S$30.

For both outpatient medical for accident and illness, your maid is required to seek treatment at any clinic on the panel of our Third Party Administrator, Make Health Connect (MHC) located around Singapore. (for the list of locations, please click here).

Q.2 What do you mean by cashless under Outpatient Expenses?

We have a tie-up with Make Health Connect (MHC) network of clinics. Upon purchasing the Maid insurance with us, we will register your helper details with MHC. All you have to do is to download the MHC app and setup the account for your helper’s visit to the MHC network of clinics for outpatient treatment to be cashless.

Q.3 Can you tell me about Make Health Connect (MHC)?

MHC Asia Group is a leading health technology company with a network of over 1200 panel clinics in Singapore and 800 in Malaysia with foot prints in Indonesia, Philippines and Hong Kong. It is currently processing more than 1.5million outpatient claims annually.

Majority of insurers and thousands of corporate clients adopt MHC’s web-based system to help manage their healthcare costs and profile the health of its members and workforce.

MHC simplifies healthcare and connect stakeholders in the healthcare delivery chain with effective use of information technology and big data analytics — increasing efficiency, ensuring transparency, lowering costs and boosting productivity.

Q.1 What documents do I need to make a claim?

The required documents depend on what you’re claiming for. Please click here to find out more.

Q.2 What are the circumstances under which my Home Contents would be covered under the Policy?

We will cover you for to the following Insured Events:

  • Fire, smoke, lighting or explosion;
  • Being hit by a third party object;
  • Theft or attempted theft accompanied by forcible entry;
  • Bursting or overflowing of domestic water tanks or pipes in Your Home;
  • Any natural disaster;
  • Riot, strike or malicious act by others

Q.3 Am I covered for the cost to repair damaged water tank or pipe(s)?

No, we do not cover the cost for damaged water tank or pipe(s). However, we will covered you for the damages resulting from the bursting or overflowing of domestic water tank or pipe(s) in Your Home.

Q.1 What do you mean by Direct Billing Outpatient Benefit?

We have a tie-up with our medical service provider’s network of clinics. All you have to do is show your member card when you visit the network of clinics for outpatient treatment to be cashless.

Q.2 How long does it take to process my reimbursement medical claim?

If you’ve paid for your treatment yourself, you can send your invoice through our website either by logging into the portal or through the web form.

Q.3 How do I submit my Pre-Authorisation form for my hospital admission?

For scheduled admission, you can download a copy of the form from our website or alternatively, you can contact our medical administrator at +65 6715 9919 for a copy. Our medical administrator will forward a Letter of Guarantee (LOG) to your assigned healthcare facility for the scheduled admission.

Q.1 Who will receive the claim amount if the Policyholder/Insured Person dies?

If there are nominated beneficiaries, then FWD will pay the beneficiaries. If the Policyholder/Insured Person didn’t nominate any beneficiaries, then the legal estate will need to get a letter of administration or probate so FWD can pay the claim to the legal estate.

Q.2 What documents must I submit for my claim?

Simply call us on +65 6820 8888 and one of our friendly customer service representatives will be happy to help. You can also email us at claims.sg@fwd.com. Click here to access our Term Life Claims Guide.

Q.3 Does my critical illness cover start once my policy is approved?

It starts immediately unless you have certain conditions, in which case there is a 90-day waiting period. This applies to the following critical illnesses:

  • Heart attack of specified severity;
  • Major cancer;
  • Coronary artery by-pass surgery;
  • Angioplasty and other invasive treatment for coronary artery.

★ The 90-day waiting period begins from the coverage start date, the last reinstatement date (if your policy has been reinstated), or the date of any increase in your sum insured (in respect to that increase), whichever is later.

For other critical illnesses, there is no waiting period.

Q.1 What should I do if I have an accident?

If you were involved in an accident and you require assistance, please call our FWD Emergency Assistance at +65 6322 2072. If anyone involved in the accident is injured, let us know and we will contact the police and arrange an ambulance.

Our appointed Mobile Accident Response Service (MARS) will meet you at the accident site to assist you in accident reporting and arrange a towing service, if needed. If you do not require Emergency Assistance, here’s what you need to do:

  • Do not move your motorcycle from the initial location of the accident.
  • Take photos of all the vehicles involved. The accident scene photos are to be enclosed when you lodge the accident report.
  • Note down the registration numbers of all vehicles involved.
  • Exchange particulars with all drivers involved and take note of who’s injured (if any), including their name, NRIC, contact number, address and name of their insurance company.
  • Do not admit liability or make any offers to a Third Party.
  • Once the above are done, take your motorcycle to an FWD Approved Reporting Centre and make the accident report within 24 hours, or on the next working day.

Q.2 What should I do if I get into an accident overseas?

Please call our FWD Emergency Assistance at +65 6322 2072 for assistance. Our 24-hour assistance service will help you arrange for towing of your motorcycle back to Singapore and filing of a police report.

Q.3 If my motorcycle is involved in an accident but there was no damage to my motorcycle or if I do not wish to make a claim, do I still have to lodge the report with GIA or FWD at FWD’s Approved Reporting Centres?

Under the Motor Claims Framework (MCF), in any accident regardless how minor it was, you should lodge the GIA Report at any of our Approved Reporting Centres within 24 hours or by the next working day. If no claim is submitted against your policy, your report will not affect your policy or NCD. The accident report is important as it will provide the necessary information in order for us to handle any claims made against your policy due to the accident.

For more information about the Motor Claims Framework (MCF), you may refer to
http://www.gia.org.sg/pdfs/Industry/Motor/MCF_Brochure.pdf

Q.1 What should I do if I have an accident?

If you were involved in an accident and you require assistance, please call our FWD Emergency Assistance on +65 6322 2072. If someone has been injured please let Emergency Assistance know that an ambulance is required.

Emergency Assistance will immediately dispatch the MARS (Mobile Accident Response Service) team. On arrival, MARS will assist you in the accident reporting and arrange a towing service, if needed. If you do not require Emergency Assistance, here’s what you need to do:

  • Do not move your car from the initial location of the accident.
  • Take photos of all the vehicles involved. The accident scene photos are to be enclosed when you lodge the accident report.
  • Note down the registration numbers of all vehicles involved.
  • Exchange particulars of all drivers involved and take note of the injured people (if any), including: Name, NRIC, Phone number, Address and Name of Insurance Company.
  • Do not admit liability or make any offers to a Third Party.
  • Take your vehicle to the Approved Reporting Centres and make the accident report with 24 hours, or on the next working day.

Q.2 What should I do if I get into an accident overseas?

Please call our FWD Emergency Assistance on +65 6322 2072 for further advice and assistance. Our 24-hour assistance service will help you arrange for the towing of your vehicle back to Singapore.

Q.3 How do I lodge an accident report with FWD?

Please take your car and the following documents to one of our Approved Reporting Centres to lodge a report:

  • Driver’s driving license;
  • Insured and driver’s NRIC;
  • Soft copy of Certificate of Insurance;
  • Police report (if any);
  • Scene photos (if any);
  • Witness reports (if any).

Alternatively, you can opt for mobile reporting. Please call our FWD Emergency Assistance at +65 6322 2072 for further advice and assistance.

Q.1 How do I contact FWD for help in case of an emergency?

Please call our FWD Emergency Assistance hotline on +65 6322 2072. You can call us any time of the day or night, from anywhere in the world, and we’ll be happy to assist you.

Q.2 What is FWD’s hotline number?

Our hotline number is +65 6820 8888.

Q.3 My claim is in foreign currency. Will FWD pay me in foreign currency too?

When your claim is in a foreign currency and in cash, we will pay you in Singapore Dollars using the foreign exchange rate on the incident date. If you used a credit card, we will pay you the amount charged in Singapore Dollars on your credit card bill.

Q.1 Who will receive the claim amount if the Policyholder dies?

If there are nominated beneficiaries, then FWD will pay the beneficiaries. If the Policyholder didn’t nominate any beneficiaries, then the legal estate will need to get a letter of administration or probate in Singapore so FWD can pay the claim to the legal estate.

Q.2 What documents must I submit for my claim?

Simply call us at +65 6820 8888 and one of our friendly customer service representatives will assist you. You can also email us at claims.sg@fwd.com. Click here to access our Endowment Claims Guide.

Q.3 In which situations might the death benefit not be payable?

If the Policyholder commits suicide within one year of the Coverage Start Date, then the benefit payable from this policy will be limited to the premiums we receive for this policy, after which this policy automatically terminates.

Q.1 Who will receive the claim amount if the Policyholder/Insured Person dies?

If there are nominated beneficiaries, then FWD will pay the beneficiaries. If the Policyholder/Insured Person didn’t nominate any beneficiaries, then the legal estate will need to get a letter of administration or probate so FWD can pay the claim to the legal estate.

Q.2 What documents must I submit for my claim?

Simply call us on +65 6820 8888 and one of our friendly customer service representatives will be happy to help. You can also email us at claims.sg@fwd.com. Click here to access our DIRECT – Term Life Insurance Claims Guide.

Q.3 Can FWD help me get my Doctor’s Statement?

Yes, we can. Just complete and sign the Authorisation/Consent Section in the form first, and we will be able to help you request the completion of your Doctor’s Statement.

Q.1 What is the procedure of filing a cancer or a death claim?

You can notify us or file a claim online here. Please notify us within 90 days from the date of death or upon diagnosis of cancer.

Click here to access to our Cancer Plan Insurance Claims Guide.

Q.2 Does my cancer cover start once my policy is approved?

The Cancer Benefit starts after a 90-day waiting period from the Policy Issue Date or Date of Endorsement, whichever is later. If you experience a first symptoms of cancer within the first 90 days from the Policy Issue Date or Date of Endorsement, whichever is later, Cancer Benefit will not be payable.

Q.3 If I reside overseas at the point of claim, what is the claim procedure?

The Cancer Benefit provides a worldwide cover. The diagnosis must be certified by a qualified physician practising Western medicine. If the cancer is diagnosed in other countries, we reserve the right to ask the insured person to be reviewed by an appointed physician.
 
You can notify us or file a claim online here

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