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FAQs
At Fidelity Insurance, we believe clarity matters. Our FAQs are here to give you quick, straightforward answers to the questions we're asked most - all in one place.
Why should I choose Fidelity?
We are trusted for our reliability, fast claims processing, and customer-first approach. With over 50 years of experience, we offer tailored insurance solutions that protect what matters most — whether it's your life, health, vehicle, property and many more. Our team is here to provide you with an Easy Way Out.
What services does Fidelity offer?
Fidelity provides a wide range of insurance solutions, including Health, Motor, Property, Casualty, Marine, Travel, Expat and Life products, designed to protect individuals and businesses against life’s uncertainties.
How can I contact Fidelity?
You can reach us by calling 1575, visiting any of our branches, or messaging us through our website live chat or mobile app. You can also email us at customerservicedept@fidelity.com.lb.
Where are Fidelity's branches located?
Fidelity has a strong national presence, with major branches in Jal El Dib, Downtown, Tripoli, Sour, Saida, Nabatieh & Zahle, and over 140 active points of sale spread across Lebanon. You can check our website or contact us to find the branch nearest to you. We’re always close by when you need us.
How can I get insured with Fidelity?
Getting insured with Fidelity is easy and hassle-free. You can connect with any of our trusted agents across the country or simply visit one of our branches. Our expert team is always ready to offer free, no-obligation advice to help you find the coverage that suits you best. Prefer to call? Just dial 1575, and we’ll connect you with the right agent.
How can I pay my insurance premium?
Paying your Fidelity premiums is now simpler than ever with fast, secure, and flexible options. You can settle your premiums through OMT, Whish Money (at Fidelity’s cashier), Bank Audi, Al Mashreq Bank, online through a secure payment link, or via door-to-door collection.
What can I do through the Fidelity mobile app?
The app allows you to buy or renew policies, request quotes, track claims, download policy documents, and access your digital insurance card anytime, anywhere.
How do I file a claim with Fidelity?
Filing a claim with Fidelity is simple and straightforward:
- You can begin by contacting your agent or visiting any of our branches for assistance.
- Each policy folder also includes clear, step-by-step instructions to guide you through the claims process.
- For claim submissions or follow-ups, you can also contact us on 1575 during working hours.
How do I submit a complaint with Fidelity?
At Fidelity, your satisfaction matters. To file a complaint, you can:
- Call our Customer Service Department on 1575, Ext. 633 (during working hours)
- Fill out the complaint form on our website: www.fidelity.com.lb/en/Help/Complaints
- Email us at: customerservicedept@fidelity.com.lb
Is my personal information secure with Fidelity?
Yes. Fidelity applies strict data protection policies to ensure your personal and financial information always remains confidential and secure.
What are Fidelity’s working hours?
Our branches are open Monday to Friday, from 8:30 AM to 4:00 PM. The live chat feature is available during the same hours for your convenience.
How can I access my policy details?
You can access your policy details by scanning the QR code available on the policy document delivered to you, under the section titled ‘General Conditions and Table of Benefits’.
What is a TPA and what do they do?
A TPA (Third-Party Administrator) is an independent organization that helps manage medical claims on behalf of Fidelity. TPAs handle tasks such as processing claims, coordinating with hospitals, managing healthcare provider networks, and providing approvals for medical treatments.
How can I check if a provider is within the network?
To check if a provider is within our network, scan the QR code located in the policy document under the section titled ‘Network Providers’.
How can I upgrade or modify my coverage?
To upgrade or modify your coverage, please contact your broker or agent for assistance and guidance on the best options based on your needs and eligibility.
How can I obtain a certificate of insurance?
You can request a digital or hard copy of your insurance certificate from your broker or agent.
Does Fidelity Motor Insurance cover vehicles other than cars?
Fidelity’s motor plans extend beyond private cars to include pickup trucks, minivans, buses, and more, depending on the policy type. Our agents and brokers or Direct Sales Force are always ready to help you find the plan that fits your vehicle and usage best.
What is Compulsory Motor Insurance?
As per the Lebanese law, all vehicle owners are required to obtain compulsory motor insurance covering bodily injury caused to third parties. You can extend it with additional covers, such as Third-Party Liability for material damage or an All-Risk policy to ensure broader financial security in case of accidents.
What does “All Risk” cover?
It offers full protection, covering accidents, theft, fire, and other insured risks, while combining Third-Party Liability and Own Damage coverage. It’s the most comprehensive way to safeguard your vehicle from potential damage and losses.
Is damage from natural disasters, SRCC, or terrorism covered?
Yes, under certain All Risk or enhanced coverage plans. These include protection against natural catastrophes, strikes, riots, civil commotion, and terrorism, all within the limits shown in your policy.
What affects my insurance premium?
Your premium depends on your vehicle’s make, model and market value. The compulsory bodily injury rate is set by Lebanese authorities, while Third Part Liability and All Risk premiums are determined by Fidelity Insurance according to internal rating standards ensuring fair, transparent, and consistent pricing.
Does Fidelity cover my car outside Lebanon?
Yes, Fidelity issues the ‘Orange Card’, which extends coverage for accidents occurring in participating Arab countries, as per the terms defined in the regional agreement. Please verify your eligibility and coverage limits before traveling abroad.
What does Fidelity’s road assistance include?
Fidelity provides 24/7 roadside and towing assistance for eligible vehicles in case of a breakdown or accident, according to the terms of your policy. Simply call 1575, and our team will be there to help, wherever you are, whenever you need us.
What does my Property Insurance policy cover?
Your policy protects your assets against physical loss or damage caused by insured events such as fire, explosion, storm, flood, or other accidental incidents. It also provides liability coverage if you’re legally responsible for an injury to third parties or damage to their property.
Can I add or remove a location after the policy starts?
Yes, you can make changes to your policy at any time during the policy period. Any addition or removal of a location must be formally requested so we can issue an endorsement reflecting the updated details and any change in premium.
How is my premium calculated?
Premiums are calculated based on several factors including the type of property insured, the location, construction type, occupancy, past claims history, and the total sums insured. The selected coverage extensions and deductibles also affect the final premium amount.
What do I need to do at renewal time?
Before renewal, you should review your insured property values, verify your property details, and inform us of any changes in operations or locations so we can provide you with updated renewal terms.
What is the difference between Clause A, B and C in Marine Cargo insurance?
Clause A is the most comprehensive cover. It covers all risks of loss or damage to the cargo except for specific exclusions. Clauses B and C are named perils covers, with Clause C being the most limited coverage.
Do you issue policies in the name of a shipping company or freight forwarders?
No, we issue cargo policies in the name of the seller or buyer, who would have an insurable interest in the shipment.
Do you cover shipment not originating or coming to Lebanon?
Yes, we can cover shipments not originating from, coming to, or passing through Lebanon.
Do you cover shipments that have already departed?
No, shipments must not be dispatched before the coverage is bound.
What is the maximum age for yacht insurance?
The maximum age for yacht insurance is 20 years, provided the yacht is in good condition.
Do you cover machinery damage extension?
Yes, we could cover machinery damage extension at company’s discretion.
Do you cover navigation outside Lebanon?
Yes, navigational areas can be extended to the Mediterranean Sea, excluding sanctioned countries.
Do you issue Third-Party Liability for a yacht?
Yes, we can issue a Third-Party Liability cover for a yacht.
Term Life Insurance: What is Term Life Insurance and how does it work?
Term Life Insurance provides pure protection for a fixed period (1 year, 5 years, or a defined duration until a certain age). If the insured passes away during the policy term, the beneficiaries receive the full sum insured. It also covers the client in case of Total Permanent Disability.
Term Life Insurance: Can I change the coverage amount after issuing the policy?
Yes, you may apply for an increase or decrease in coverage upon policy inception date, subject to underwriting approval.
Term Life Insurance: What happens if I miss a premium payment?
The policy enters a grace period (as stated in the policy schedule). If a payment is not made by the end of this period, the policy will lapse.
Term Life Insurance: Can I renew my Term Life policy?
Term Life policies can be renewed if the client selects the guaranteed renewability option. The premium will be adjusted based on policy holder’s age.
Refundable Term Insurance: How is Refundable Term different from standard Term Life?
Refundable Term provides guaranteed renewable life coverage during the policy duration but also returns 100% of premiums paid at maturity if no claim has occurred.
Refundable Term Insurance: When do I receive the refund?
The full refund of premiums is paid at the end of the policy term (after 15 years of the policy inception), one premium after 5 years of the policy inception date and 4 premiums after 10 years, provided the policy remains active and no claims were made.
Refundable Term Insurance: Is the refund guaranteed?
Yes, the premium refund amount is guaranteed as per the policy terms and conditions.
Refundable Term Insurance: What happens if I cancel my policy before maturity?
Early cancellation (before 5 years of the policy inception) may result in no refund. A requested refund on the 5th or 10th year may lead to partial refund.
Personal Accident (PA): What does the Personal Accident policy cover?
It covers accidental death, permanent disability, partial disability, and other optional and additional benefits (weekly indemnity, accidental medical reimbursement, family income benefit, passive war cover & more).
Personal Accident (PA): Are medical expenses covered?
Yes, if the client selects the benefit, the policy may include reimbursement of accident-related medical expenses up to a set limit.
Personal Accident (PA): Does the policy cover accidents occurring outside Lebanon?
Yes, PA coverage is worldwide 24/7 unless otherwise specified.
Personal Accident (PA): How is disability compensation calculated?
Compensation is based on the disability scale listed in the policy wording and paid as a percentage of the total sum insured.
Critical Illness: What illnesses are covered under the Critical Illness policy?
The policy covers 36 major illnesses such as progressive cancer, heart attack, stroke, tumors, multiple sclerosis, kidney failure, and other listed conditions specified in the policy (with a 25% carcinoma in Situ benefit).
Critical Illness: How is the benefit paid?
A lump-sum payment is made once the insured is diagnosed with a covered illness and meets the policy terms and conditions.
Critical Illness: Is the payout dependent on actual medical expenses?
No, the Critical Illness benefit is a fixed lump sum regardless of treatment cost.
Critical Illness: Is there a waiting period?
Yes, Critical Illness policy includes a waiting period of 90 days from issuance.
Unit-Linked Investment Products (Offshore Mutual Funds): How do Unit-Linked policies work?
A portion of your premium is allocated to life insurance coverage, and the rest is invested in offshore mutual funds selected from a diversified global fund list.
Unit-Linked Investment Products (Offshore Mutual Funds): Are the investments guaranteed?
The investment is in mutual funds based on stocks and bonds and are tied to market performance. The policy value may increase or decrease based on fund performance. However, we have the sovereign fund that is capital guaranteed with minimum returns declared annually.
Unit-Linked Investment Products (Offshore Mutual Funds): Can I change my investment funds after issuing the policy?
Yes, you can switch funds at any time based on the available fund options and policy guidelines.
Unit-Linked Investment Products (Offshore Mutual Funds): What are the available investment options?
Clients can choose from top global mutual funds such as S&P 500, NASDAQ 100, JSS Bond Fund, UBS Bond Fund, Gold Fund, or the capital guaranteed account in USD 100% offshore.
Unit-Linked Investment Products (Offshore Mutual Funds): Can I partially withdraw from my unit-linked policy?
No partial withdrawals are allowed unless the client has a policy with an ad-hoc payment (booster).
Unit-Linked Investment Products (Offshore Mutual Funds): Is the policy considered 100% offshore?
Yes, the funds are invested offshore with internationally recognized asset managers.
Unit-Linked Investment Products (Offshore Mutual Funds): How do charges work?
Charges include allocation charges, fund management fees (TER), policy administration fees, and cost of insurance, all outlined in the policy schedule.
MEDICAL CLAIMS: What to do in case of a medical emergency?
- Scan the QR code on the back of your medical folder (based on your TPA) to view the approved hospital network and find the nearest hospital to you.
- Submit the following documents to the insurance delegate or admissions office in the hospital:
- ID card
- Fidelity Insurance card
- Late NSSF approval (if applicable)
MEDICAL CLAIMS: What to do in case of a cold medical case?
Submit the following documents to the insurance delegate or admissions office in the hospital for prior approval (at least 24 hours ahead):
- Original medical report
- ID card
- Fidelity Insurance card
- NSSF approval (if applicable)
MEDICAL CLAIMS: What to do in case of diagnostic tests?
Visit the provider with the following documents:
- Original medical report
- ID card
- Fidelity Insurance card
MOTOR CLAIMS: What to do in case of a motor accident?
- Contact our 24/7 Call Center at 1575 for prompt claims assistance. Our team will manage your claim from start to finish. Do not negotiate, assume fault, or grant money to anyone. It is mandatory for an expert to be present at the accident site to settle the claim.
- A Fidelity representative will assist you with the post-accident services.
TRAVEL CLAIMS: What to do in case of a travel accident?
- Contact the TPA immediately on the helpline numbers found by scanning the QR code on your Travel Insurance card.
- Scan the QR code on your Travel Insurance card to view the policy conditions, coverage, and claim filing instructions.
EXPAT CLAIMS: What to do in case of a medical emergency?
- Proceed to an approved hospital.
- Present your Fidelity Insurance card and ID card/Passport. The insurance delegate or admissions office in the hospital will handle the approval of your medical procedure.
EXPAT CLAIMS: What to do in case of a cold medical case?
Submit these documents to the insurance delegate or admissions office in the hospital or directly to Fidelity (preferably 48 hours prior to the procedure):
- Original medical report signed by the doctor and its supporting documents
- Fidelity Insurance card
- ID card or passport
PROPERTY, CASUALTY & MARINE (PCM) CLAIMS: What to do in case of material damage?
- Take steps to limit the spread of damage.
- Contact Fidelity immediately on 1575.
PROPERTY, CASUALTY & MARINE (PCM) CLAIMS: What to do in case of bodily injury?
- Scan the QR code on the back of your PCM folder to view the authorized hospital network and choose the nearest hospital to your emergency location.
- Coordinate with the insurance delegate or admissions office at the hospital for approval.
- Complete the Work Accident Declaration form (found in the policy folder) and submit it to Fidelity.
PROPERTY, CASUALTY & MARINE (PCM) CLAIMS: What to do in case of a marine accident?
- Send a reservation letter to the freight company. Contact Fidelity on 1575, Ext. 420 (during working hours), Ext. 424 (outside working hours).
- Prepare and submit the following documents for claim procession:
- Insurance policy
- Bill of lading
- Invoice
- Packing list
- Reservation letter
3. Fidelity shall appoint a marine surveyor to assess the damages on site for claim settlement.
LIFE CLAIMS: What to do in case of death/disability?
- Contact Fidelity within working hours at 1575, Ext. 260 for claim declaration.
- Scan the QR code on the life folder to retrieve the necessary documents for the death/disability claim settlement.
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