Critical illness claims

How to file a claim

Before you claim

It’s always a good idea to first check that your policy covers the claim.

At FWD, you can do this by calling our Customer Connect team on +632 8888 8388, via email or visiting one of our business hubs.

1. Prepare and send us the following documents

Main requirements

Completely accomplished, dated and signed Claimant statement form
Completely accomplished, dated and signed Attending physician's form
Certified True Copy of Complete medical/hospital records of insured from previous and recent consultations and confinements including but not limited to Medical Certificate, Admitting History Record, Clinical Abstract, Discharge Summary, lab result and all diagnostic results.
Copy of Insured’s government ID with date of birth, photo and signature
Proof of Bank Account (Please submit a copy of any of the following. Make sure your full name and account number are visible:

1. Statement of account
2. ATM card
3. Validated deposit slip
4. Passbook
5. Screenshot of your online bank account)

If Critical Illness is due to accident/injury:

Certified True Copy of Police Report or Police Traffic Incident Report, if any.
Certified True Copy of Driver’s License if accident happened while the insured is driving.

2. Submit the form and any documents

Via Tapp

Download FWD Tapp via

App store or Google Play

By email

Send to claimsconnect.ph@fwd.com

By mail

FWD Customer Connect Center

19/F W Fifth Avenue Building,

5th Avenue corner 32nd Street,

Bonifacio Global City, Taguig City 1634

In person

Submit to any FWD business hubs

Looking to make a different claim?

We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.

Loss of life claims

Disability claims

Hospitalization claims

Waiver of premium claims

How we deal with claims

We know that if you’re making a claim, you’re probably already going through a difficult time.

So it’s part of our job to make insurance claims as quick and as easy as possible.

Here are some of the questions you might have and the answers we can give you.

Is there a time limit for making a claim?

Yes there is. Please submit claims within 90 days from the date of diagnosis or date of loss. One of our dedicated claims ambassador will get in touch within 24 hours from the date of receipt.

When will you make a decision on my claim?

We aim to make decision within 30 working days. If we agree to pay the claim, we'll make the payment within five working days.

How will you pay me?

Any claims payment will be made by direct debit, straight into your bank account, or by check, depending on what you've selected.

Frequently asked questions

How do I know if I can file a claim for loss of life?

How do I file for a claim if there’s been a loss of life?

Can a child aged below 18 file a claim?

I have the claim forms and documents ready. When should I file my claim?

Do I need to submit the original claim documents?

Need help ?

We have a range of options for support and help.

Call +632 8888 8388

We’re always ready to help, 24/7

Ask Fi

Our chatbot is trained to help in all kinds of ways, at super speed. Need help, fast? Fi is here to assist. And if Fi can’t help, it’ll give you alternative support options.

Email us

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