How we deal with claims at FWD, and what you need to know
We know that if you’re making a claim, you’re probably already going through a difficult time. So we think it’s part of our job to make insurance claims as quick and as easy as possible.
How will you pay me?
Once your claim is approved, the payment will be made via the method you chose on your claim form.
When will you pay me?
We aim to pay all claims within 15 days, from the date we receive your completed claims submission (including the form and any supporting documents).
When should I submit my claim?
If you’re making a Total Permanent Disability claim, please submit your claim within 30 days of receiving any medical treatment or within 30 days of the date of the incident you’re claiming for.
Important things you should know
Please do bear in mind that occasionally we need more time to make a claims payment. A delay could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need.
If we think we’ll need longer than 15 days, we’ll inform you (or your beneficiary) in writing and will give you the reason why. Our target will then be to pay the claim within 90 days.
Assuming your claim is successful, if we then fail to make a payment within either 90 days, or any new extended target we commit to, we’ll additionally pay you interest when we do pay.
Any interest rate will be an additional 15% on the amount we owe you, from the first day we go over our extended target until the day we process your claims payment.
See a doctor with no cash advance
Just show your FWD Care Card at our network of over 400 hospitals across the country, and get cashless treatment and services
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
If the insured or premium payer has been totally and permanently disabled or has passed away and the company has received the claim documents but not completed the claim process, does the insured or the guardian of the beneficiary have to continue paying life insurance premiums when they are due?
Yes, the insured or guardian of the beneficiary has to pay the due premiums in order to keep the policy active. When the claim process is completed and any premiums waived, we will refund any premiums as applicable.
Can I claim for a hospital expense if I was treated in a hospital that is not affiliated with FWD?
How can I obtain a new cheque if my cheque was lost, expired, or I failed to receive it?
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.
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
How can I check my claim status?
You can contact our customer service at 1351.
How can I obtain the original copy of a receipt which I need for my records / other reimbursement?
You can state this request on the documents when submitting your claim. Or contact our customer service at 1351.
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.
Need help with your claim?
No problem. These are the different ways we can help and support.