FWD Insurance Claim Denied in Singapore: How to Appeal Your Decision

FWD Insurance Claim Denied in Singapore: How to Appeal Your Decision

FWD Insurance is one of Asia's fastest-growing digital-first insurance companies, operating across multiple markets including Singapore, Hong Kong, Thailand, the Philippines, and others. In Singapore, FWD offers life insurance, critical illness cover, health insurance (including Integrated Shield Plans), travel insurance, personal accident insurance, and car insurance through a digital-first platform.

If FWD has denied your insurance claim in Singapore, you have the right to challenge that decision through FWD's formal complaints process and, if necessary, through FIDREC (Financial Industry Disputes Resolution Centre) or MAS (Monetary Authority of Singapore).

About FWD Singapore

FWD Insurance Pte. Ltd. is licensed by MAS and offers:

• FWD Term Life and Whole Life insurance
• Critical illness cover (standalone and rider-based)
• FWD Cancer Cover — specifically for cancer diagnosis
• FWD MyCare — Integrated Shield Plan with panel hospitals
• Travel insurance (single trip and annual plans)
• Personal accident insurance
• Car insurance

FWD's digital-first approach means most claims are submitted online, but the dispute process follows the same MAS-regulated framework as traditional insurers.

Common FWD Denial Reasons

Integrated Shield Plan (ISP) / Health claims:

• No pre-authorisation: Elective procedures and hospital admissions typically require FWD's pre-authorisation. Without it, claims are commonly denied.
• Non-panel specialist or hospital: FWD's ISP covers specialist treatment and hospitalisation most fully when using panel specialists and hospitals. Non-panel treatment typically results in lower coverage or denial.
• Not medically necessary: FWD's clinical team may determine the treatment was elective or not medically necessary.
• Excluded conditions: Congenital conditions, cosmetic procedures, psychiatric conditions (in some plans), and self-inflicted injuries are typically excluded.

Critical illness denials:

• Definition not met: FWD's CI definitions require specific clinical criteria. A diagnosis of cancer, heart attack, or stroke may be denied if FWD argues the severity or staging doesn't meet the policy definition.
• Non-disclosure: FWD may allege failure to disclose material medical information at application.
• Exclusions: Certain cancers (skin cancers, early-stage tumours) are excluded from some definitions.

Travel insurance denials:

• Pre-existing medical conditions not covered
• Cancellation/disruption due to non-covered events
• Claims for losses not supported by adequate documentation

Life insurance non-disclosure: During the 2-year contestability period, FWD can contest a claim based on alleged non-disclosure. After 2 years, contestability is limited.

Your Singapore Rights When FWD Denies a Claim

MAS regulation: FWD is regulated by the Monetary Authority of Singapore (MAS). Under MAS requirements, FWD must handle complaints fairly and promptly.

FIDREC: You can escalate unresolved complaints to FIDREC for independent adjudication. FIDREC handles disputes up to S$100,000 (varying limits by claim type). The adjudication is binding on FWD but not on you.

LIA Singapore: The Life Insurance Association of Singapore can assist with disputes about life and critical illness policies.

Small Claims Tribunals: For smaller claim amounts, Singapore's Small Claims Tribunals offer a cost-effective dispute resolution route.

Step-by-Step: How to Appeal an FWD Denial

Step 1: Read FWD's Denial Letter Carefully

FWD must provide a written explanation of the denial. Identify:

• Which policy clause or exclusion is being cited
• What specific factual basis FWD is relying on
• Whether this involves a pre-existing condition, non-disclosure, or coverage dispute

Step 2: Access Your Policy on the FWD App

FWD's digital platform gives you access to your full policy documents. Review the specific policy conditions, exclusions, and definitions that apply to your claim. Compare FWD's stated reason against the actual policy wording.

Step 3: Gather Your Evidence

For health/ISP claims:

• Hospital discharge summary and detailed medical records
• Treating specialist's letter confirming medical necessity
• Pre-authorisation correspondence (or emergency documentation if not pre-authorised)

For critical illness claims:

• Pathology reports, cardiac reports, imaging reports confirming the diagnosis
• Treating specialist's letter explaining how the diagnosis meets FWD's policy definition
• Medical records from the period of diagnosis

For travel insurance claims:

• Medical reports from the treating doctor abroad
• Documentation of the event (cancellation notice, airline/hotel cancellation confirmations)
• Receipts and proof of expenses

For non-disclosure disputes:

• GP records and medical history showing what you knew and disclosed
• Any documentation that supports your non-disclosure was innocent

Step 4: File a Formal Complaint with FWD

FWD Customer Service (Singapore):

• Phone: 6820 8888
• Online: fwd.com.sg (via the claims portal or customer service)
• Email: sg.customerservice@fwd.com
• Chat: FWD app or website live chat

State clearly that you are filing a formal complaint/appeal against the claim denial. Include:

• Policy number and claim reference number
• Your appeal letter explaining why the denial is incorrect
• All supporting documentation

FWD must respond to your complaint in a reasonable timeframe (MAS guidelines generally expect acknowledgement within 2 business days and resolution within 14 days for straightforward cases and up to 8 weeks for complex ones).

Step 5: Escalate to FIDREC

If FWD's response does not resolve your complaint:

FIDREC:

• Online: fidrec.com.sg
• Phone: 6327 8878
• Filing fee: S$50 (refundable if you succeed)
• Deadline: File within 6 months of FWD's final response

FIDREC's adjudication is independent and binding on FWD.

Step 6: Engage the LIA Claims Conciliation Panel

For life and critical illness disputes, the LIA Claims Conciliation Panel provides free mediation. Contact LIA at lia.org.sg.

FWD-Specific Tips

Digital claims tracking: FWD's app provides real-time claim status updates. If you notice your claim has been in review for an unusually long time without communication, follow up proactively through the app.

Pre-authorisation via app: FWD allows pre-authorisation requests through its app. For any planned hospitalisation or surgery, submit the pre-authorisation request well in advance and retain the confirmation.

Cancer Cover specifically: FWD's Cancer Cover product has specific staging definitions. If your cancer diagnosis is denied, have your oncologist review FWD's exact staging criteria against your pathology report.

Early CI definitions: Some FWD critical illness products include early-stage critical illness conditions. Review whether your diagnosis — even if not qualifying for the major stage — might qualify for an early-stage payout.

Non-disclosure contestability window: FWD can contest claims based on non-disclosure within the first 2 years of the policy. After 2 years, this ground is typically no longer available. If you are beyond 2 years, make this argument clearly in your appeal.

Conclusion

FWD's digital-first model makes the initial claims process efficient, but when a denial occurs, the same regulatory protections as traditional insurers apply. If FWD has denied your claim, file a formal complaint, gather strong medical evidence, and escalate to FIDREC if needed. Use ClaimBack at claimback.app to generate a professional appeal letter targeting FWD's specific denial grounds in Singapore.

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