Privacy Notice

FWD Group consists of FWD Group Holdings Limited and its subsidiaries (hereafter referred to as “FWD”, “FWD Group”, “Company”, “we”, “us”, “our”) and is committed to protect and respect your right to privacy and to ensure that the collection, use, disclosure and other processing of personal data is done in accordance with leading data protection standards, applicable laws and regulations.

For the purposes of this Privacy Notice, as a user or visitor of the FWD website and as a data subject, you will hereafter be referred to as “you” or “your”.

This Privacy Notice provides you with information on how and why we collect your personal data, to whom and where it is shared and transferred to, how long we retain your personal data, your rights, what steps we take to ensure your personal data stays private and secure, our policies on direct marketing and the use of cookies and how you can contact us.

You providing your personal data is voluntary and you may choose not to provide us with the requested data, but failure to do so may result to us being unable to provide or continue to provide our services to you.

Please take a moment to read our Privacy Notice to understand more about your rights to the personal data that you have given to us and the Company’s principles and practices in collecting, processing, sharing and disposing of your personal data.

FWD Group reserves the right at any time and without notice, to add to, change, update or modify this Privacy Notice. Changes to our Privacy Policy will be reflected in this Privacy Notice ensuring that you are always aware of said changes. Any such change, update or modification will be effective immediately upon posting. Where required by applicable law, we may also notify you in the event of material changes to this Privacy Notice.

What personal data we collect from you

We may collect the following personal data (which includes sensitive personal data as defined under applicable laws and regulations):

identity information such as your name, email address, telephone number, age, occupation, health information, social media accounts, government ID details (where a purchase is completed), card or bank details (for payment methods selected);
technical information such as IP address, browser information, operating systems and platform, device information;
You may also be asked to provide some personal information about your dependents, beneficiaries, authorised representatives and others. By providing their personal information, you confirm that you have properly obtained their consent.

The above information may be collected either:

directly when you fill in an application form, contact us over the telephone, send us a letter, submit queries through our website, or other communications;
indirectly when you use our websites, social media platforms, mobile applications, or through our distribution partners and agents who meet with you to discuss and offer FWD products and services, organisations that we have arrangement with to jointly offer products, government, statutory, regulatory and law enforcement bodies, or other insurers, reinsurers, medical providers or other third parties who, at the time of collection, have notified you that your information will be provided to us; or
from publicly available sources of information.

Why we collect your personal data and how we use it

Your personal data is collected and used for the following purposes, to:

respond to your queries or requests and investigate complaints;
inform you about our products, services, events, programs, or changes to our policies and principles, including this Privacy Notice;
provide our services and products to you, including administering, maintaining, managing and operating such services and products;
maintain and administer your profile, account or membership with the Company;
design and develop insurance and other financial services and products;
comply with applicable laws and regulations, directives or guidelines or any legal obligations (e.g., accounting, tax, administrative obligations);
analyse your use of websites, social media platforms, mobile applications to enhance and improve the customer experience on these specific websites, platforms and applications;
conduct data analytics, data matching, marketing, statistical or actuarial research, survey, other internal and administrative business processes undertaken by the Company;
other purposes that may be notified at the time of collection; and
fulfil any other purposes directly related to (1) to (9) above.

Unless permitted by applicable laws and regulations, we will obtain consent from you if we wish to use your personal data for other purposes. Reasonable steps will be taken to delete or destroy the information when it is no longer necessary for any of the purposes above.

To whom is your personal data shared and transferred to

Where permitted by law or where such disclosure is necessary to fulfil any of the purposes stated above, we may share your personal data to the following parties (in or outside of Hong Kong, Malaysia and Singapore where our main Group offices are located):

any affiliate or member company of the FWD Group;
any agent, consultant, contractor or third-party service providers (within or outside FWD) authorised by FWD Group; and
any government or regulatory body in any jurisdiction or any person to whom an FWD company is legally obligated to disclose data to.

When transferring your personal data, we require the receiving parties to respect the integrity and security of your personal data and to treat it in accordance with our Company’s policies, applicable laws and regulations.

Your data subject rights

Under applicable laws and regulations, you may have the following rights to your personal data:

to be informed of the collection and processing of your personal data;
to request access and correct any inaccurate personal data relating to you;
to request a copy of your personal data that we have collected;
to object on the processing or sharing of your personal data under reasonable grounds;
to request deletion of your personal data under reasonable grounds;
to withdraw your consent or opt-out from any services provided by the Company; and
to make complaint or provide feedback in relation to the processing of your personal data.

Security measures for data protection

We have implemented reasonable security measures to protect your personal data against unauthorised or accidental access, use, processing, disclosure, loss or destruction. Measures have been taken to ensure the integrity, prudence and competence of persons having access to your personal data and that it is processed by secured means. In the event of a breach of your personal data, we will take reasonable steps to notify you as required by applicable laws and regulations.

Direct marketing

Where permitted by law, we may use your name, contact details, services and products portfolio information, financial background and demographic data for promotional or marketing purposes and conduct direct marketing to market products and services which may be relevant to you.

If you do not wish to receive direct marketing communications from us, you may write to the Group Data Protection Officer by post or by email at the address provided below to opt out from direct marketing activities.

Use of cookies

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the website work as you expect it to. The information does not usually directly identify you, but it can give you a more personalised web experience. However, you can disable cookies by changing your web browser settings. Please note that this may affect how you use our website or online services or make it difficult for you to transact with us through our website.

Strictly necessary cookies - These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the website will then not work. These cookies do not store any personally identifiable information.
Functional cookies - These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
Marketing cookies - These cookies may be set through our website by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other websites. They do not store directly personal information but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.
Performance cookies - These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our website. They help us to know which pages are the most and least popular and see how visitors move around the website. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our website and will not be able to monitor its performance.

Contact us

If you have any queries, complaints or wish to exercise your rights regarding your personal data, please contact:

Group Data Protection Officer
FWD Group
By email: group.dpo@fwd.com
By post: 13/F, 14 Taikoo Wan Road, Taikoo Shing, Hong Kong

Updated on 14 October 2024