Customer support for personal insurance products

We’re here to help every step along the way

Tell us what you need, and we’ll do our best to help

Whether you need advice on one of our plans or support with a claim, don’t hesitate to get in touch.

What else can we help you with?

Want to make a claim?

Find out about our fast and easy claims process.

FWD Worldwide Assistance

Our Worldwide Assistance is available to specific insurance plans. We work with International SOS Worldwide Assistance Services (iSOS) to give our customers the help they need, when they need it – including 24-hour advice and support.

If you need help, please call +852 3122 2900 and iSOS can identify you by name, policy number or your ID/passport number. You may wish to save this number on your phone.

Want to know if you’re eligible for iSOS? Either check your policy pack or the customer portal.

Get cashless medical services

Several of our plans come with cashless medical services from our range of partner hospitals and clinics both in Hong Kong and abroad. No need to claim – simply make your appointment through our dedicated team.

TheOne Medical Solution / TheOne Medical Solution Rider customer?

vFamily Medical Plan customer?

Our Insurance Solutions Centres

Head to one of our FWD Insurance Solutions Centres for in-person customer support. You can buy a plan, file a claim, book time with an agent, and get the support you need.

Macau

Flat H, 15/F, Fortuna Business Centre, No. 301-355, Avenida Comercial De Macau, Macau

Opening Hours: Mon – Fri 9am – 5:30pm | Closed on Sat, Sun & Public Holidays

Want to make a complaint?

At FWD, we always want to help resolve issue quickly and easily. As part of this, we’re committed to listening to what you have to say and doing our best to make things right.

Frequently asked questions

How do I file a claim?

What documents do I need for filing a hospitalisation claim?

Can I upgrade my hospital accommodation from what is covered in my policy?

Do I have to pay for my medical report fee?

Can you tell me about your instant claims service?

Need help with your claim?

No problem. These are the different ways we can help and support.

Call customer support

We’re here to help Mon – Fri 9am – 6pm and Sat 9am-1pm.

Start a live chat now

We’re available 24/7.

Leave a message

Send us your enquiries, or any feedback. We’ll get back to you shortly.

Drop us an email via cs.mo@fwd.com and we’ll get back to you as soon as possible.