A guide to making a claim for healthcare treatments

How to file a healthcare benefit claim

1. Collect your supporting documents

We need the following paperwork from your doctor, hospital or clinic. It’s fine to send us copies of these documents.

For out-patient medical treatment

Your medical bill and / or VAT invoice (we need this for all expenses over VND200,000) along with the list of treatment showing any breakdown of expenses
Medical report(s) with treatment details
Any prescriptions
Any lab-test results, lab scans or image results

For in-patient (overnight) medical treatment or if you've been in hospital for surgery (even if you haven't stayed overnight):

Your medical bill and / or VAT invoice (we need this for all expenses over VND200,000) along with the list of treatment showing any breakdown of expenses
Medical report(s) - if you've had surgery / had cancer treatment / had organ transplant / been hospitalised for over 10 days
Hospital discharge note
Any hospital transfer note – you can get this from the hospital you are transferring from
Any prescriptions
Any lab-test results, lab scans or image results
Any surgery records

Helpful note: Always keep original copies of any documents until after your claim has been processed. This is because we may need your original documents to help us assess your claim.

2. Download and fill out the required form

Claim form

Authorisation letter for FWD to collect any medical records related to your claim

3. Submit the form and any supporting documents

You can submit your claim in one of three ways:

Online

Submit your claim documents online via FWD Customer Portal.

By post

We’ve partnered with Insmart to process your health care claims by post – safely and securely. You can post your claim to either address below.

Insmart Company Ltd. Hanoi office: 25th Floor, Ngoc Khanh Plaza, 1 Phạm Huy Thong, Ba Dinh Dist. Hanoi
Insmart Company Ltd. HCMC office: 8-9th Floor, Dinh Le Building, 1 Dinh Le, Ward 12, Dist. 4, HCMC

In person

Submit a hard copy of your claim via one of our FWD Customer Service Centres or branch offices.

Important things you should know

The above is a guide only. We may need other documents in order to accurately assess your claim. For more details, please read the terms and conditions of your policy. If you need help, please call FWD Customer Care on 1800 969690 (toll free). Or you can send us an email via CustomerConnect.vn@fwd.com.

How we deal with claims at FWD, and what you need to know

We know that if you’re making a claim, you’re probably already going through a difficult time. So we think it’s part of our job to make insurance claims as quick and as easy as possible. Here are some of the questions you might have and our answers in response.

When should I submit my claim?

Please submit your claim within 12 months of receiving the medical treatment you’re claiming for.

How long will it take for my claim to be approved?

Once you’ve submitted your claim (along with all the required documents), we’ll let you know our decision the very next working day. If we need more supporting documents, again, we’ll let you know the next working day. We send all notices via either email or SMS, according to the contact information you’ve given us.