Claims
FWD Care Card claims
Making life easier with cash-free medical treatment
FWD Care is a customer benefit so you can have medical treatment at one of our FWD registered hospitals. Card holders will receive medical treatment without paying in advance (excluding costs that exceed the benefits of your coverage). Terms and conditions apply.
If you need to receive medical help due to illness or injury as an inpatient or outpatient at one of our hospitals, you can use FWD Care Card under the terms and conditions in your policy.
How to use your FWD Care Card
You can use the FWD Care Card at our network of hospitals.
If you receive treatment from our network of hospitals, we'll then pay the bill directly on your behalf. Just show your card.
- Present your FWD Care Card along with your ID card or student card or valid documents issued by the government. Then fill in the form provided by the hospital.
- Upon discharge, the hospital officer will review your total expenditure to ensure that it meets the agreed coverage and conditions stated in your policy. If the total cost exceeds your coverage, the hospital will charge the excess amount directly, the policy owner.
- The FWD Care Card must be presented each time you (or the insured) visit a hospital. If not, you’ll need to pay in advance and then submit a claim. Need to know how to do this? Head here to our Health and Accident claims page.
- We assess accident claims after we receive billing from the hospital where the insured has received treatment using the FWD Care Card.
- Hospitals normally bill us within two months. Therefore if you / the insured person need us to pay any accidental claim (AI) earlier than the normal cycle, you / the insured person has to submit a claim (together with your medical certificate) directly to us.
- Present your FWD Care Card along with your ID card or student card or valid documents issued by the government. Then fill in the form provided by the hospital.
- Upon discharge, the hospital officer will review your total expenditure to ensure that it meets the agreed coverage and conditions stated in your policy. If the total cost exceeds your coverage, the hospital will charge the excess amount directly, the policy owner.
- The FWD Care Card must be presented each time you (or the insured) visit a hospital. If not, you’ll need to pay in advance and then submit a claim. Need to know how to do this? Head here to our Health and Accident claims page.
- We assess accident claims after we receive billing from the hospital where the insured has received treatment using the FWD Care Card.
- Hospitals normally bill us within two months. Therefore if you / the insured person need us to pay any accidental claim (AI) earlier than the normal cycle, you / the insured person has to submit a claim (together with your medical certificate) directly to us.
- Present your FWD Card along with your ID card or student card or a valid document as issued by the government. Then fill in and sign the form provided by the hospital. This will be in part 1 of the policy owner section (Inpatient “Health Care” form).
- After visiting the doctor, if you need to be admitted to hospital for further treatment, the hospital officer will contact the Claims Department to request permission for you to pay with the FWD Care Card. If accepted, you will receive treatment without having to pay (conditions may apply). However, if your condition is serious - such as an accident or emergency - you will be treated immediately without needing to seek permission from the Claims Department. After the treatment, the hospital will then contact the Claims Department to process the claim.
- Upon discharge, the hospital will inform the Claims Department about the total cost. The cost must be covered by the agreed conditions in your insurance policy. If the total cost exceeds the coverage, the hospital will charge the excess amount directly to you, the insured person.
- If you buy any other policies such as daily hospital cash benefit (HB) or accidental indemnity (AI), we will provide benefits as agreed in the policy upon your discharge from hospital. There is no need to submit documents to the Claims Department except in special cases where we will inform you.
- If we later find that the cause of illness or injury is an excluded condition of your policy, we reserve the right to reject this claim - even after we’ve approved it.
- If you’ve paid any medical expenses at one of our network hospitals and didn’t use your FWD Care Card, you can still submit a claim (with your documents) by following the normal claims process.
Making cashless claims even easier
Great news! We’re issuing ‘lifetime’ FWD Care Cards for selected plans – meaning no need for annual renewals.
From 1st October 2020: All customers with IPD / OPD health insurance plans will receive a lifetime FWD Care Card.
From 1st October 2020: All customers who renew their policy from this date will receive a lifetime FWD Care Card.
Renewing before 1st October? Don’t worry – you can still use your current FWD Care Card and when you renew again, you’ll receive a lifetime FWD Card.
Notes:
Customers with personal accident insurance plans still need to use their current FWD Care Card. We will continue to send you a new card every year.
If you haven’t received your lifetime FWD Care Card please call us on 1351. In the meantime, if you need medical help, simply use your ID card.
Lost or forgotten your FWD Care Card?
Forgotten cards If you’ve forgotten to bring your FWD Care Card, you can present your ID card to the hospital officer. They will then contact us to check your eligibility. You can also pay in advance and then submit a claim (remember to keep all documents and records from the hospital / clinic).
Lost cards If you lose your card, simply contact the FWD call centre and we’ll send you a new card, totally free of charge. In the meantime, you can present your ID card to the hospital officer, and they will contact us to check your eligibility.
Need to know how to make a claim, following an accident? Head here to our Health and Accident claims page.
Looking for other claim options?
If you’re looking to make a claim on any of your insurance plans/coverages, we’re committed to giving you the best possible service.
Note:
In the event that the amount of compensation for a hospital expense was not fully paid as stated in the receipt, we will return the original receipt and rubber-stamp the amount that we have approved to pay on that receipt.
When a hospital expense is fully paid, as stated in the receipt, we will not return the original receipt, but will send you a copy - on which the amount of compensation we have approved to pay will be rubber-stamped.
You can contact your agent, one of our branch offices, or our customer service at 1351. Simply inform us of the insured’s name and policy number.
Note:
If your cheque has expired, please return it to FWD at the following address and we will issue you with a new one:
FWD Life Insurance Public Company Limited,
14th floor, Sindhorn Building Tower 3, 130-132 Wireless Road, Lumpini, Pathumwan, Bangkok 10330
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