Accident claims

How to file an accident claim

1. Collect your supporting documents

We need the following paperwork from your doctor, hospital or clinic or the police. It’s fine to send us copies of these documents.

Your medical bill and / or VAT invoice (we need this for all expenses over VND200,000) along with the list of treatment showing any breakdown of expenses
Medical report(s) with treatment details
Hospital discharge note
Investigation / accident report – issued by authorised police
Any lab-test results, lab scans or image results
Any surgery records

Helpful note: Always keep original copies of any documents until after your claim has been processed. This is because we may need your original documents to help us assess your claim.

2. Download and fill out the required form

Claim form

Authorisation letter for FWD to collect any medical records related to your claim

3. Submit the form and any supporting documents

You can submit your claim in one of two ways:

Online

Submit your claim documents online via the FWD Customer Portal.

In person

Submit a hard copy of your claim via one of our FWD Customer Service centres.

Important things you should know

The above is a guide only. We may need other documents in order to accurately assess your claim. For more details, please read the terms and conditions of your policy. If you need help, please call FWD Customer Care on 1800 969690 (toll free). Or you can send us an email via CustomerConnect.vn@fwd.com.

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. Here are some of the questions you might have and our answers in response.

When should I submit my claim?

Please submit your claim within 12 months of receiving the medical treatment you’re claiming for or the date of accident event.

How long will it take for my claim to be approved?

Once you’ve submitted your claim (with all the required documents, we’ll let you know our decision within 10 working days. If we need more supporting documents, again, we’ll let you know within two working days. It will then take a further 10 days to process and advise you of our decision. So do try and ensure you submit all the right documents. We send all notices via either email or SMS according to the contact information you’ve given us.