Applicant/Insured related questions
Is there any restriction on the insured flight?
The insured flight must be scheduled to depart from Hong Kong International Airport.
Can I apply the Policy anytime before the departure?
You can only apply at least 7 calendar days before the scheduled departure date. For example, if your insured flight will depart from Hong Kong on Oct 8, 2017, you must apply for the Policy on or before Oct 1, 2017.
Do I need to provide any documents for the application of the Policy?
You need to provide the ticket or travel itinerary of the insured flight showing your name, flight number, departure date and time, and destination during the application.
How to determine if a flight is delayed or cancelled?
We will refer to the flight status, scheduled departure time and actual departure time information from the Airport Authority Hong Kong.
Can I apply for one single policy to cover all my relatives and friends travelling on the same flight?
No, the applicant and insured person must be the same person, therefore your relatives and friends must apply for separate policies on their own for this product.
Is there any age limit for applicants?
Applicants must be between 18 to 85 years of age.
Can I apply for this Policy if I am not a Hong Kong Identity Card holder?
No, you cannot.
Can I apply for more than one Policy in order to increase the protection amount for the same flight with the same departure date?
No, you cannot.
Can I apply for both TravelCare and BoardingCare to increase the protection for my trip?
Yes, you can.
Why did my BoardingCare application fail?
FWD General Insurance Company Limited (“FWD GI”) reserves the right to accept the application for any flights and the acceptance will be determined on different criteria including airline, destination, departure date.
I don’t have a bank account, can I use someone else’s bank account for claim handling?
No, FWD GI only accepts insured’s personal bank HKD account to receive the claim payment.
Claim related questions
My insured flight has already been delayed by 3 consecutive hours or more, when will the claim be processed?
The claim process will start once FWD General Insurance Company Limited (“FWD GI”) has confirmed the actual departure time for the insured flight based on the relevant information.
My insured flight has been cancelled by the Airline before the scheduled departure date, when will the claim be processed for my policy?
Though the insured flight has been cancelled by the Airline before the scheduled departure date, the claim process will only commence on the scheduled departure -time and when the cancellation information has been confirmed by the Airport Authority Hong Kong.
My insured flight has already been delayed by 3 consecutive hours or more and I have taken another flight to the original destination. Am I eligible for claim?
No. You must take the insured flight in order to eligible for claim. FWD GI reserves the right to request that you provide proof of boarding the insured flight.
I was re-scheduled to take another flight by the Airline due to over-booking for the original insured flight. The new arranged flight will take off 3 hours later than the departure time of the original insured flight. Am I eligible for compensation?
No, the Policy only covers the original insured flight.
My insured flight is delayed or cancelled due to serious weather condition, industrial action, hijack or mechanical derangement, am I still eligible for claim?
How can I apply for a claim?
You don’t need to apply for a claim. If you have provided complete and correct information and document during the application, the claim process will start automatically once FWD GI has confirmed that the insured flight has been delayed by 3 consecutive hours or more or cancelled. If you have selected the direct credit option, claim payment will be directly credited to your bank account in 10 working days once verification is completed. If you have selected collecting claim payment at selected 7-Eleven stores, you will receive a SMS containing a QR code from us after verification.
How do I know if my claim process has started?
FWD GI will send you an email and SMS to notify you the claim process has started.
Apart from direct credit from bank account, can I receive the claim payment in other means?
I think my insured flight is eligible for compensation, why have I still not yet received the claim payment?
It may be caused by various reasons, including but not limited to invalid bank information provided during the application process, or the insured flight has not been confirmed delay by 3 consecutive hours or more or cancellation based on the relevant information.
If you have further enquiries, you can contact FWD Financial 24-hour Service Hotline at 3123 3338 for details.
Policy Services and Other related questions
If I have changed flight after applying for the Policy, can I apply for a change of the information or cancellation?
You cannot apply for the Policy change due to changing flight. However, you can cancel the Policy at least 7 days before the scheduled departure date on this website. For example, the scheduled departure date for the insured flight is on Oct 8, 2017, you can cancel the flight by the latest on Oct 1, 2017. FWD General Insurance Company Limited ("FWD GI") will refund the total premium paid and insurance levy paid (if any) to the credit card used for payment.
If I found that I have provided wrong bank account information during the application, what should I do?
You can contact FWD Financial 24-hours Service Hotline at 3123 3338 to amend such information.
Can I amend the information of my Policy?
No, you cannot, except amending the bank account information as mentioned above. However, you can cancel the Policy at least 7 days before the scheduled departure date.
How can I cancel my Policy?
There is a hyperlink for your access to the cancellation page in the confirmation email for your successful application.
Upon cancellation of policy, when can I receive the refund of the premium paid?
FWD GI will process your cancellation request after receiving your cancellation request, and the refund will be credited to your card-issuing bank in 7 to 10 working days. It may take 4 to 6 weeks for you to receive the refund, depending on your card-issuing bank’s policy. If you do not receive the refund payment after 6 weeks, please contact your card-issuing bank to enquire the refund status or contact FWD Financial 24-hour Service Hotline at 3123 3338 for details.
I have not received any confirmation email of my policy application, what can I do?
You can check the junk or spam mail box to ensure that the email has not been filtered to those mail boxes or you may contact FWD Financial 24-hour Service Hotline 3123 3338 for enquiry on application status.
I have not received any email for the no claim discount promotion email, what can I do?
You can check the junk or spam mail box to ensure that the email has not been filtered to those mail boxes. However, if we do not have your consent to receive our direct marketing material so that we are unable to send you the no claim discount promotion email. You may contact FWD Financial 24-hour Service Hotline 3123 3338 for enquiry on the direct marketing status.