Critical illness claims

How to file a claim

Important notes before you claim

Claiming for a critical illness?

Check your claim eligibility
It’s always a good idea to first check that the policy covers your claim. You can do this either by emailing customer_care.kh@fwd.com or feel free to give us a call via 087 339 982.
Make a note of our timelines
You need to submit all related medical paperwork including any reports or certificates from your doctor.
Please note we can only start processing your claim after we’ve received all completed forms and all the documents we need.

You are welcome to email us to check if your documents and forms are in order. Please email customer_care.kh@fwd.com.

Before you claim

Important notes before you claim

Claiming for a critical illness?

Check your claim eligibility
It’s always a good idea to first check that the policy covers your claim. You can do this either by emailing customer_care.kh@fwd.com or feel free to give us a call via 087 339 982.
Make a note of our timelines
You need to submit all related medical paperwork including any reports or certificates from your doctor.
Please note we can only start processing your claim after we’ve received all completed forms and all the documents we need.

You are welcome to email us to check if your documents and forms are in order. Please email customer_care.kh@fwd.com.

1. Prepare and send us the following documents

Certified true copy
Certified true copy means it's a signed copy of an original document. This then needs a new signature from you, the claimant (even if it's already been signed by you or somebody else).

Any medical examination reports such as lab investigations, CT results, pathology reports, or MRI results.
- Please note these must be signed by somebody with the relevant authority to sign-off on your original documents. For example, it might be the lab technician or the hospital/clinic manager or the person who performed any treatment or tests.

All your official medical paperwork.
- This can be a handwritten or a printed statement but it must from your doctor with their signature and/or clinic stamp, stating the results of any medical diagnosis or examination.
- Medical reports, paperwork or certificate following a doctor or hospital visit at least 14 days after you were diagnosed with the critical illness.

2. Fill out a claim form

Claim form

Statement of attending physician's form

This form must be completed by your doctor.

3. Submit the claim form and any required documents

By mail

Send to:

FWD Life Insurance (Cambodia) PLC.

Siri Building. Customer service the 1st Floor, #104, Russian Federation Blvd, TeukL’ak I, TuolKork, Phnom Penh, Cambodia

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 make a decision on my claim?

We aim to make a claims decision within 14 working days after we’ve received all completed forms and all the documents we need. Please ensure you send us everything we need as we can’t start to process your claim until we have everything we need.

Please note that occasionally we need more time to make a decision on a claim. 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.

How and when will you pay me?

Once your claim is approved, we'll send a cheque. For some claims you can select your preferred method to receive your claim. If this is the case, we’ll highlight this on the claims form. We aim to make all claims payments within five working days.

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 all

Looking to make a different claim?

We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.

Total permanent disability claims

Learn more about the claims process for total permanent disability.

Loss of life claims

Get the support and information you need to make an insurance claim if life insured passed away.

Frequently asked questions

How can I check my claim status?

You can contact our customer service at +855 87 33 99 82 or +855 78 33 99 88.

If the beneficiary is minor, how should I proceed with a death claim?

The minor’s father, mother, or legal guardian should file the claim.

If the insured has died, does the beneficiary or the guardian of the beneficiary have to pay the life insurance premium when it is due?

No, the beneficiary doesn't have to pay any premiums. Note that we'll deduct any premiums owed or policy debt from any claim amount we pay.

If the insured or premium payer has been totally and permanently disabled or has passed away and FWD has received the claim documents but not completed the claim process, does the insured or the guardian of the beneficiary have to continue paying life insurance premium when they are due?

Yes, the insured or guardian of the beneficiary has to pay the due premiums in order to keep the policy active. When the claim process is completed and any premiums waived, we will refund any premiums as applicable.

How can I obtain a new cheque if my cheque was lost, expired, or I failed to receive it?

You can contact your agent, one of our branch offices, or our customer service at Customer_care@fwd.com / +855 87 33 99 82 or +855 78 33 99 88. Simply inform us of the insured’s name and policy number.

Need help with your claim?

Here are other options you can assist you on your claims.

087 339 982

Monday - Friday, 8am - 5pm, excluding public holidays.

Email us

Drop us an email at customer_care.kh@fwd.com. We’ll get back to you as soon as possible.