You can submit your claim online in a few easy steps.
Sign in to your FWD Online services account to start.
Alternatively, click here to submit your claim via our webform.
Our claims team will review your claim submission and send you an email acknowledgement within the next 2 working days.
Medical Expenses
You can claim for medical expenses for treatments incurred overseas if you suffered an unexpected illness or injury while on your trip overseas. If you choose to get treated in Singapore, you are still eligible for a claim if you seek medical treatment within 48 hours after returning to Singapore.
You can claim for TCM treatment and claim up to S$50.00 per visit, up to the limit indicated in your policy documents.
Before seeking treatment:
Please download our FWD SG App on Google Play or Apple Store
Within the app, you can locate a clinic near you and activate a medical eCard
Show your medical eCard and your NRIC/FIN at our clinic to enjoy cashless treatment. (If your treatment costs more than S$500, you’ll need to pay and later submit a claim via our app, our Customer Portal or notify us online here
To make a claim for Medical Expenses, please provide the following documents:
- Flight itinerary or boarding pass
- Original medical bill(s)
Daily Hospital Cash
You can claim Daily Hospital Cash if you are confined to a hospital overseas, and if your hospitalisation was caused directly from any illness or injury you had on your trip. You can also claim Daily Hospital Cash for hospitalization in Singapore if the illness or injury was a result of an incident that happened during your trip overseas.
To make a claim for Daily Hospital Cash, please provide the following documents:
- Flight itinerary or boarding pass
- Medical report or inpatient discharge summary
Accidental Death or Permanent Disability
You/your family member can claim for Accidental Death or Permanent Disability due to an accident that happened while overseas on your trip.
Please call our Emergency Assistance at +65 6322 2072 if you are overseas or call us at +65 6820 8888 if you are back in Singapore and let us guide you through the claims process.
Alternatively, you can submit your claim online or via our mobile app.
Theft of Baggage or Personal Belongings
You can claim for Theft of Baggage or Personal Belongings if your baggage or personal belongings are stolen while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at S$50 per article/pair of articles/set of articles, up to maximum 5 articles.
To make a claim for Theft of Baggage or Personal Belongings, please provide the following documents:
- Flight itinerary or boarding pass
- Police report for the stolen item(s), lodged overseas within 24 hours of theft
- Original invoice(s) for the stolen item(s)
Damage to Baggage or Personal Belongings
You can claim for Damage to Baggage or Personal Belongings if your personal belongings got damaged due to an accident, while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at S$50 per article/pair of articles/set of articles.
If you’re claiming damage of baggage or personal belongings, please note that you must keep the item with you as we may request for you to send it to us to facilitate claim investigation or payout. In the event we do request for you to send us the damaged item, you will need to arrange the postage or transportation of the damaged item to us at your own expense.
If you intend to claim for repair costs for your damaged baggage or personal belongings, please first obtain a quotation from the service provider who will be repairing your item.
You will need to send us the quotation for approval before you repair your item, in order to be eligible for a claim.
To make a claim for Damage to Baggage or Personal Belongings, please provide the following documents:
- Flight itinerary or boarding pass
- Baggage damage report from relevant authorities or service providers (including airport and airline)
- Proof of denial or partial compensation by the transportation or accommodation providers and/or manufacturers if your damaged item is still under warranty.
- Colored photographs of the damaged item(s)
- Original invoice(s) for the damaged item(s)
Loss of Baggage by the Airline
You can claim for Loss of Baggage by the airline if the airline lost your baggage. We’ll need you to lodge a report with the airline first and request for compensation. In the event that the airline refuses to compensate, you can file a claim with us.
To make a claim Loss Baggage by the Airline, please provide the following documents:
- Flight itinerary or boarding pass
- Report to the airline
- Proof of denial or compensation by the airline
- Original invoice(s) for the lost item(s)
Loss of passport, travel documents and Theft of Money
You can claim for Loss of Passport, Travel Documents and Theft of Money while you are overseas on your trip by calling our Emergency Assistance line at +65 6322 2072 for advice on how to replace your travel document.
To make a claim Loss of Passport, Travel Documents and Theft of Money, please provide the following documents:
- Flight itinerary or boarding pass
- Police or relevant report lodged overseas within 24 hours of theft
- Receipts issued from the consulate for your new or temporary passports
Delays & Disruptions
Trip Cancellation and Loss of Deposit
You can claim for Trip Cancellation and Loss of Deposit if you have to cancel your trip or change a travel companion who is travelling with you because any of the following happened 30 or fewer days before your scheduled departure:
- You or your travel companion suffers a serious injury or illness and is medically unfit to travel as confirmed by a medical practitioner in writing;
- You, your travel companion, or your family member, dies
- Your family member suffers a life-threatening illness or injury as confirmed by a medical practitioner in writing;
- You or your travel companion needs to be a witness in court during your scheduled period of travel;
- You or your travel companion’s home is seriously damaged by fire, or natural disaster, and as a result you cannot travel, or have to cut short your trip;
- The Singapore government issues a travel advisory against travelling to one of your planned destinations;
- A serious public event happens in Singapore or at one of your travel destinations, which prevents you from starting or continuing the trip;
- Your onward flight is cancelled by the airline due to airport, runway or airspace closure, or poor weather conditions, which forces the airplanes to be grounded.
To make a claim for Trip Cancellation and Loss of Deposit, please provide the following documents:
- Tour booking invoice
- Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
- Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
- Death certificate of policyholder’s or insured person’s family members
Trip Postponement
You can claim for Trip Postponement if you postpone your trip or change a travel companion because any of the following happened 30 days or less before your scheduled departure:
- You or any travel companions suffer a serious illness or injury, are not allowed by government authorities to travel because of infectious disease, or in case of death;
- A family member or any person that your trip is dependent on suffers a serious illness or injury, or dies;
- You or a travel companion are required to be a witness in court during the date(s) you intended to go on your trip;
- Your or a travel companion’s home suffers serious damage due to a fire, storm, flood or natural disaster and, as a result, you or your travel companion have no choice but to cancel your trip or change your original trip schedule;
- The Singapore government issues a travel advisory against travelling to one of your planned destinations;
- A serious public event is declared in Singapore or one of your planned destinations;
- You are a child, and your guardian, who is also a travel companion, has to postpone your trip because of one of the reasons listed above.
To make a claim for Trip Postponement, please provide the following documents:
- Tour booking invoice
- Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
- Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
- Death certificate of policyholder’s or insured person’s family members
Trip Cut Short
You can claim for Trip Cut Short if you cut short your trip or change a travel companion because any of the following reasons:
- You or any travel companions suffer a serious injury or illness or dies;
- A family member or any person you plan to stay with during your trip suffer a serious injury or illness or dies;
- The Singapore government issues a travel advisory against travelling to one of your planned destinations;
- A serious public event is declared in Singapore or one of your planned destinations;
- The aircraft you are onboard is hijacked for more than 12 hours; or
- You are a child, and your guardian, who is also a travel companion, has to cut short your trip because of one of the reasons listed above.
To make a claim for Trip Cut Short, please provide the following documents:
- Tour booking invoice
- Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
- Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
- Death certificate of policyholder’s or Insured Person’s family members
Travel Delay
You can claim for Travel Delay if the public transport you are scheduled to travel in during your trip is delayed for six continuous hours or longer and you did not cause the delay. This includes delays where you are forced to take another travel time slot because your preferred time slot was overbooked.
To make a claim for Travel Delay, please provide the following documents:
- Itinerary
- Re-scheduled boarding pass
- Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay
Trip Diversion
You can claim for Trip Diversion if the public transport you are scheduled to travel in during your trip is diverted to another destination and you did not cause this diversion.
To make a claim for Trip Diversion, please provide the following documents:
- Itinerary
- Re-scheduled boarding pass
- Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay
Missed Connections
You can claim for Missed Connections if you miss your travel connection when the public transport you are scheduled to travel in arrives late and you are stranded for six continuous hours or longer because there were no other available travel alternatives.
To make a claim for Missed Connections, please provide the following documents:
- Itinerary
- Re-scheduled boarding pass
- Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay
Trip Disruption
You can claim this benefit if your trip is disrupted when you are overseas and you are forced to change any part of your scheduled itinerary due to Serious Public Event or Serious Illness or Serious Injury or your onward flight is cancelled by the airline due to airport, runway or airspace closure or poor weather conditions, which forces airplanes to be grounded.
To make a claim for Trip Disruption, please provide the following documents:
- Travel Itinerary
- Booking Invoices
- Memo from doctor stating unfit for travel
- Medical invoice
- Memo from transport operator stating reason of disruption
- Proof from merchants’ on non-refundable items
Insolvency Protection
You can claim for Insolvency Protection if your trip is cancelled unavoidably before your scheduled departure because the travel agent, transport provider, tour operator, and/or accommodation provider responsible for all or part of your trip is declared insolvent.
“Insolvent” and “Insolvency” refers to an individual or entity’s inability to pay his, her, or its debt, resulting in his, her, or its business stopping all operations due to:
- Declared insolvency, with or without filing for bankruptcy or a comparable process;
- An owner or employee has prior convictions for fraudulent or dishonest acts, or is under investigation on fraudulent or dishonesty charges, or is illegally running away with monies belonging to the business.
To make a claim or Insolvency Protection, please provide the following documents:
- Tour booking invoice or event ticket
- Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
- Event company confirmation on the cost of non-refundable expenses
Baggage Delay
You can claim for Baggage Delay if your checked-in baggage is delayed, sent to the wrong destination, or temporarily misplaced by any transport provider, but eventually reaches you six continuous hours or longer after your arrival at your scheduled destination or when you return to Singapore.
To make a claim for Baggage Delay, please provide the following documents:
- Boarding pass
- Copies of written proof from the public transport operator or their handling agents stating the number of hours you were without your baggage with the reason for the baggage delay