If an Amber/ Red/ Black Outbound Travel Alert has been issued on my destination, can I still purchase FWD TravelCare Insurance?
Yes, please refer to the Policy Provisions for the coverage and exclusions.
Must the insured travellers depart from Hong Kong?
Yes, the insured travellers must start and end their journey in Hong Kong.
Are dangerous sports activities such as bungee jumping counted as one of the insured items?
Yes, as long as the insured person is not engaging in sports or games in a professional capacity or where the insured person would or could earn income or remuneration from engaging in such sport or game, the activity is insured. Leisure and amateur sport activities including winter sports, bungee jumping, hiking (no altitude limit), rock climbing, horse riding, scuba diving (no depth limit) are covered.
How do I make claims?
Notice of any claim must be given to the company within thirty-one days of the expiry of this policy, and in the instance of a claim under the section on personal liability benefit, such notice must be given in writing as soon as possible and in any event not later than 14 days after the incident giving rise to such a claim.
Please download the "Travel Insurance Claim Form" according to the following steps:
- Visit our website http://www.fwd.com.hk
- Go to "Customer Service"
- Go to "Download Forms"
- Go to "General Insurance"
- Go to "Travel Insurance"
Am I insured if my mobile phone/ smart phone/ tablet/ pager is stolen?
No, it is stated in the major exclusions section of the plan that mobile phones/ smart phones/ tablets/ pagers are not insured.
If my trip is delayed, can I claim my additional cost of accommodation and meals?
No. You can select either additional travel cost or cash allowance as compensation. However, your additional cost of accommodation and meals as a result of the delay is not part of the coverage.
What should I be aware of when applying for baggage benefit?
The case of theft, loss or willful damage of baggage must be reported to the local police, the airline and any third parties liable within 24 hours of occurrence. Please obtain the relevant official documents before making the claim. Please refer to section 5 of the policy for more details.
Can I make a claim if there is a baggage delay?
Yes, we will pay up to the maximum limit in your selected policy for each insured person for the additional cost to get back the baggage or emergency purchase of essential items of toiletries or clothing consequent upon temporary deprivation to baggage for at least 6 hours from the time of arrival at destination abroad due to delay or misdirection in delivery. Please refer to section 6 of the policy for more details.
How do I submit claims online?
You need to complete the online claim form and upload the related travel itinerary document and travel delay proof within 31 days of the expiry of this policy.
What documents do I need to upload?
You need to upload the following documents:
- Travel itinerary document, such as original scheduled boarding pass or e-ticket.
- Travel delay proof document with the reason and period of delay, such as written confirmation by airline or certificate issued by public common carrier.
- If you choose direct credit as the claim payment method, you need to upload a copy of ATM card, bank book or bank statement showing the name of the account holder and account number.
If the Black Outbound Travel Alert is posted before I embark on the insured journey, will FWD cover the journey?
If the Black Travel Alert is posted at the planned destination within 7 days before the scheduled departure, you may choose to cancel the trip and receive compensation for the deposits or any part of the payment made in advance for travel tickets, accommodation, or tour packages which are forfeited and irrecoverable as a direct result, up to the maximum limit of HK$30,000 for Plan A, or HK$5,000 for Plan B.
If the Black Outbound Travel Alert is posted during my journey, will FWD cover it?
If the Black Outbound Travel Alert causes an early termination of your journey, you may receive compensation for the deposits or any part of the payment made in advance for travel tickets, accommodation, or tour packages which are forfeited and irrecoverable as a direct result. You may also receive compensation for the extra costs of your early return to Hong Kong. Again, the maximum benefits are HK$30,000 for Plan A, and HK$5,000 for Plan B.