Critical illness claims
How to file 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.
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.
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.
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.
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
- 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
- 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.
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)
To be completed by the participant. If there’s more than one participant, all participants must sign the document
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
You can submit a claim in the following ways.
By email
Send to:
contact.my@fwd.com
contact.my@fwd.com
By mail
Send to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
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
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
Via fax
+60 3 2710 7800
Your questions answered
We believe it's part of our job to make the claims experience as easy as possible. These are some of the questions you might have and the answers we can give you. If you’re unsure about anything, simply get in touch.
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.
See more
Looking to make a different claim?
We have 'how to claim' guides for all types of takaful plans. Simply select from one of the options below.
Frequently asked questions
Documents can be certified (validated) as a true copy by any of the following:
- An FWD agent
- FWD Takaful Berhad Head Office Executive/Manager, if you visit our office
- Public Notary
- advocate/ solicitor, Justice of Peace or Ketua Balai Polis or District Officer or Medical Officer or
- Public official, head master
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.
You can check your plan details by looking at your original paperwork or simply by logging in to your account via myPortal. Or feel free to get in touch and we can help you out.
Some claims do need a qualified medical report to evidence the details of your claim and your doctor may charge for this. Unfortunately, we’re unable to cover any charges for these first medical reports. However, if we request further information and this requires additional reports, we’ll cover these additional fees.
If this is the case, all claimants must sign the claimant statement.
We have a dedicated claims page that you can find on the top menu. Please do also feel free to get in touch with us directly. If so, ensure you have your certificate number on hand so we can provide instant help.
Email: contact.my@fwd.com
Malaysia customer hotline: 1300 13 7988
International calls: 603 2771 7771
Our working hours are Monday – Friday, 9am – 6pm (excluding weekends and public holidays).
Email: contact.my@fwd.com
Malaysia customer hotline: 1300 13 7988
International calls: 603 2771 7771
Our working hours are Monday – Friday, 9am – 6pm (excluding weekends and public holidays).
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