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. Alternatively, you can also check via our customer app Tapp, or the Customer Connect Portal.

We also recommend you to submit your claim within 90 days of the event.

1. Prepare and send us the following documents

Certified original

We need all medical and hospital records to support a disability claim, including:
- Hospital admission records
- Diagnostic tests
- Clinical abstract
- Discharge summary
- Other medical reports supporting the disability (for example confirming loss of sight or hearing)

Copies

Valid government ID. Must include date of birth, photo, and signature.

If disability is due to accident or terrorist attack:

Certified true copy of police report or police traffic incident report, if any
Copy of any evidence of the actual terrorist attack (for example, a news report)

What does ‘certified’ mean?

This means the document must be checked and signed by the relevant authority – for example, the police or a hospital.

2. Fill out a claim form

Attending physician’s statement for a critical illness claim

Claimant statement for a critical illness claim

3. 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

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 (including loss of life) within 90 days of the event that you’re claiming for. One of our dedicated claims ambassadors will then get in touch with you within 24 hours to confirm that we’ve received your claim.

When will you make a decision on my claim?

We aim to make a decision within 30 working days. If we agree to pay the claim, we’ll make the payment within five working days. If it’s a direct debit payment (straight to your bank account) this should be done within two to three 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.

Why is my claim taking so long to process?

Please do bear in mind that occasionally we need more time to make a claims decision. 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 you want to ask any questions, we’re always here for help and support.

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

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