Living benefit claim
How to file a living benefit claim
- Hospital cash plan
- Hospital surgical
- Critical illness
- Disability
- Waiver of premium
- Monthly income benefit
- Medical check up
- or payor/family term (due to disability)
You can also submit claims quickly and easily through our customer eServices on FWD MAX.
Access eServices by downloading the FWD MAX app, totally free.
- Hospital cash plan
- Hospital surgical
- Critical illness
- Disability
- Waiver of premium
- Monthly income benefit
- Medical check up
- or payor/family term (due to disability)
You can also submit claims quickly and easily through our customer eServices on FWD MAX.
Access eServices by downloading the FWD MAX app, totally free.
- The original certificate of any diagnosis, signed by the attending doctor
- All original payment receipts
- A copy of all or any details of treatment costs
- Copies of all or any medical examination results
- A copy of your valid KTP
- A copy of your passbook
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.
Pacific Century Place
20th Floor, SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan
12190 Indonesia
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
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.
Need help with your claim?
Call 1500 525
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