PA Claims and Extensive Documentation
I have been with FWD for almost 3 years. However, with the most recent experience, I have decided not to renew my family PA plan. This was the reply from their team after I submitted claim for injury after a fall. Quote: Greetings from FWD Claims Team! With regards to your insurance claim. Please provide us with the following documents/information before we can assess your claim: 1)Full Detailed summary of the incident/accident including the location, time and date. 2)Detailed Circumstances leading to the injury 3)Please advise us with the name of your employer, and the medical group covering for your Employee Benefit. 4)Any intention for follow up? Attached FWD’s Consent Form(To: FWD Singapore Pte. Ltd. Address: 6 Temasek Boulevard, #18-01 Suntec Tower Four, Singapore 038986) 5)Attached Attending Physician’s Statement (Please note that any fee/charges incurred isnot covered under the policy) 6)Attending Physician’s Memostating the treatment rendered and the breakdown of the bill. (Please note that any fee/charges incurred isnot covered under the policy) 7)Are you claiming from any other insurance policy or does your employer’s group medical policy provide coverage for you for this claim? If Yes, kindly furnish us the following details: - Name of the party you are claiming from - Amount received We would like to check if you have submitted the original medical bills to us. Otherwise please kindly mail us your original medical bill(s) with your claim number toFWD Singapore Pte Ltd, 6 Temasek Boulevard #18-01 Suntec Tower 4, Singapore 038986. Attn: Gin **Note: This is not an admission of liability, every claim will be finalize upon the receipt of completed documentation and information. We hope to hear from you soon. Thank You Claims Executive, Operations Unquote Following my reply that no follow up treatment was required and I had to repeat my accident details previously included in the e-submission, the claims exec insisted on the full submission of the above documents to process my claim totalling SGD100. The handling claims exec Yeo confirmed that all requested documents inc physician memo, company details etc are at claimant's expense and will be the standard required documents for any future claims. This is very different from how FWD had handled my previous claims and for a fully self-service insurance provider, this is truly disappointing. The response is curt with screenshots of claim clauses highlighted (with random strokes) to emphasize his point. I made an effort to call into their hotline to check on the claim and but was referred back to the same claims exec who gave the same reply over email. It seems FWD does not appreciate their existing clients and have no interest in retaining them.