A guide to making a claim when there’s been a loss of life
How to file an insurance claim for a loss of life
We understand this may be a difficult time so first, let’s tell you the important stuff that will be helpful for you to know:
1. We need to receive any claim within 90 days after the date of death.
2. Should your claim paperwork be incomplete, we’ll give you another 30 days in which to send us any outstanding documents or resubmit any incomplete parts of your claim.
If you need any help at all, please don’t hesitate to contact us on 1500525.
We understand this may be a difficult time so first, let’s tell you the important stuff that will be helpful for you to know:
1. We need to receive any claim within 90 days after the date of death.
2. Should your claim paperwork be incomplete, we’ll give you another 30 days in which to send us any outstanding documents or resubmit any incomplete parts of your claim.
If you need any help at all, please don’t hesitate to contact us on 1500525.
By ‘you’ / ‘your’ we assume you are the beneficiary (the person due to receive the benefit).
We also need the following:
- Copy of your valid KTP/identity card or copy of birth certificate if the beneficiary is underage (under 17 years old)
- Original death certificate or legalised copy. The doctor examining the cause of death must sign this document
- Original report from the police, or a certified copy issued by an authorised institution (if the death was caused by a traffic accident or unnatural causes)
- Letter of inheritance, or documents to prove your relationship with the insured (family card / marriage certificate / birth certificate), plus your ID (if you intend to have the benefit paid to you, not somebody else)
- A letter of inheritance can be a statement from the court or local authorities that confirms you (the beneficiary) had a viable relationship with the insured
- Copy of your family card
- A copy of the first page of your bank savings book
For customers that bought their insurance through an FWD Life sales agent or any other FWD Life channel before 1 December 2020 or after 1 December 2020, please submit your claim by post.
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Pacific Century Place
20th Floor, SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan
12190 Indonesia
![[object Object]](/-/jssmedia/pictograms/email.png?rev=23ec55e9facc4533972fbc2a99f573fd)
Pacific Century Place
20th Floor, SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan
12190 Indonesia
How we deal with claims at FWD
We know that if you’re making a claim, you’re probably already going through a difficult time. So we think it’s part of our job to make insurance claims as quick and as easy as possible.
When should I submit my claim?
Loss of life claims / critical illness, disability or accident claims: Please submit within 90 days of diagnosis, or the date of the event.
How will you pay me?
When will you pay me?
For personal as well as Employee Benefits claims, we aim to make a decision within 4-10 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).
Once we receive your claim application, personal claims applicants will receive an email notification from us, just so you know the process has started. For Employee Benefits claims, we’ll communicate through your HR team.
Do bear in mind that occasionally we need more time to make a claims approval decision. 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.
When we approve claims, we then aim to pay within 2-3 working days.
Frequently asked questions
You can see your claims status on the eServices menu via our FWD MAX app. You can also check by contacting our customer services team on 1500525 or by emailing CustomerCare.id@fwd.com.
We aim to complete the process within 14 working days (assuming we have all your documents). If any documents are missing, we’ll email to let you know.
For faster claims, you can use eServices available on the FWD MAX app. Your claim will then be processed within 5 working days. If you submit via eServices, you can also check the status of your claim, using the app. If you use eServices, we’ll notify you via the app to let you know if any documents are missing.
If you don’t submit a claim via eServices, you can still check the claim’s status by calling our customer services team on 1500525.
