Free Handset Protection Plan
FWD is now offering 3HK customers a free 12-month “PhoneCare Plus” Handset Protection Plan. 3HK customers who subscribe or upgrade to a designated monthly plan with designated handsets can redeem this protection plan with coverage of up to HK$5,500.
Within the protection period, if the covered handset is accidentally lost, stolen, totally damaged, you can claim a one-time reimbursement of up to HK$5,0001 as the subsidy for a replacement handset2. If you accidentally break your mobile screen, you can claim a one-time reimbursement of up to HK$5003 as the subsidy for repair fees.
If you have lost your handset by accident, you can file a claim after the loss is reported to local police in person within 24 hours*.
If your handset is stolen, you can file a claim after the theft is reported to local police in person within 24 hours*.
Damage Beyond Repair
If your handset is damaged beyond repair, or the cost of repair is greater than the retail price of the covered handset, you can file a claim after a written confirmation issued by an authorised repair centre in Hong Kong of the designated handset brands is obtained.#
Accidental Screen Damage
If you break your mobile screen by accident, you can file a claim along with the repair invoice and work authorisation document issued by an authorised repair centre in Hong Kong^.
1The reimbursement value towards replacement phone upon approval of claim is 50% of the original handset price, with a limit of HK$5,000. Original handset price refers to the retail price of the handset as shown in the registration form on this website at the time of registration.
2You must buy the replacement handset of the covered handset model from a designated reseller in Hong Kong, including 3shop, Fortress, Wilson, Broadway, Suning and Apple Store.
3The one-time reimbursement value for mobile screen repair fees upon approval of claims is up to HK$500. The reimbursement for accidental screen damage will not be provided if the customer has received a reimbursement for accidental loss, damage beyond repair or theft.
*Please submit your claim along with the police report or police statement showing loss item details (including brand name, model and IMEI number), the date, location and cause of the loss or theft.
#Please submit your claim along with a written confirmation or quotation issued by an authorised repair center of the designated handset brands showing the IMEI Number, date of inspection and cause of damage of the covered handset and the Covered Handset is damaged beyond repair or the cost of repair is greater than the value of the Covered Handset.
^Please submit your claim along with a repair invoice and a work authorisation document issued by an authorised repair centre in Hong Kong of the designated handset brand stating the IMEI number, the model of the handset, date of repair, cause of damage and repair cost.
The information in this site is intended as a general summary. Please refer to the policy wording for exact terms and conditions and details of the exclusions.