Critical illness claims

How to file a claim

Before you claim

The things you need to know before you make a claim
Check your claim is eligible
It’s always a good idea to first check that your plan covers your claim. The quickest and easiest way to do this is via myPortal. Or you can feel free to give us a call on 1300 13 7988.

Check any qualifying period
Please note that for some critical illness claims, you can’t actually make a claim until the qualifying period is up. The qualifying period is a length of time you need to wait before claiming. It’s a standard procedure for certain types of claims – for example a critical illness listed under ‘total and permanent disability’. You can find out if there’s a qualifying period by checking your original certificate – or by taking a look at the claim form for your type of claim.

If there is a qualifying period for your type of claim
Please wait until this is up and then make a claim within 90 days of the qualifying period ending. For example, if the qualifying period ended on 1 January, you would need to submit your claim by 31 March latest.

Note that the Attending Physician's Report from your doctor should only be prepared after the qualifying period.

You may however find it useful to take a look at some of the other documents we’ll need so you can start to collect them in preparation for your claim.

If there is no qualifying period
Please submit your claim within 90 days from the date of a critical illness diagnosis.

Make it even faster and claim onlineAre you registered with myPortal? All policy certificate owners can submit a claim through our online portal. Head to myPortal and we'll walk you through each step.

1. Prepare your documents

Here’s a list of what we need

Certified true copy

Please see notes below.

The identity card / birth certificate / passport (including the blank pages in order to get the sequential order – hidden information within the blank pages are not allowed) of the covered person or participant
The claimant’s online banking documents such as a bank statement or the claimant’s first page of their passbook (only bank accounts with a 12 digit NRIC number). Note that we’ll make any payments via this account if the claim is approved
Any supporting medical reports and/or test results

Copy

Any laboratory investigations, x-ray results, or blood test results
Any scans or pathological reports
Any police report and/or newspaper cuttings, if the critical illness was caused by an accident

Helping you understand how takaful works

The claimant is the person or people making a claim.
The participant is the certificate holder, the person who took out and paid for the takaful certificate.
The covered person is someone covered by the certificate – in other words, if something happened to them, a claim could be made.
The nominee is the person (or people) who have been named as someone to receive a claims payment.

Notes:

Documents can be certified (validated) as a true copy by any of the following:
- An FWD Takaful agent
- A member of staff from our FWD Takaful office
- An authorised member of staff from either a government office, any bank, a hospital, or the police
- A legal professional
If you bought your takaful plan through HSBC Amanah bank, you can also get your documents certified by an authorised HSBC Amanah bank officer.

If you’re unable to get your documents certified by any of the above, please explain why, in writing, and submit this note with your claim.

2. Fill out the forms

Send in the completed forms and all supporting documents. Attending Physician's Report

To be completed by the last attending doctor if the critical illness occurred within the policycertificate’s first three years. (Please click the Form Link above and download from the Critical Illness claims-attending physician's report section)

Critical illness claim form

To be completed by the participant. If there’s more than one participant, all participants must sign the document

Consent form

To be completed by the participant. If there’s more than one participant, all participants must sign the document

Note: This allows us to collect any medical records related to your claim, in accordance with your consumer rights and our contractual agreement

3. Submit all paperwork

Send in the completed claim form and all supporting documents.

You can submit a claim in the following ways.

By email

Send to:
contact.my@fwd.com

By mail

Send to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur

In person

Submit to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur

Via fax

+60 3 2710 7800

Your questions answered

When will you pay me?

We aim to make a claims decision within seven working days. However, occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need. When we approve claims, we then aim to pay within 14 working days.

How will you pay me?

Once your claim is approved, the payment will be made via the method you chose on your claim form.

After I've made a claim, how long should I keep my original documents?

Please keep all original copies of any documents until we make a claim decision. This is because occasionally we need to see these to either verify a claim or as part of our own internal auditing and checks.