Customer Complaint Handling Process

We are sorry to see you here. Something must have gone wrong for you to come to our complaints page. 

As we are committed to provide you with a world-class customer experience and we value your feedback regarding how we are performing, please do contact us should you have any enquiry, feedback or complaints. We provide you with different ways so that you can share with us your complaints.

We’re here for you

Get answers with one call

Hubungi Customer Care 24/7 kami di 1 500 391.

We want to hear from you

Send us a letter to:

Pacific Century Place, Lantai 20 
SCBD Lot 10 Jl. Jend. Sudirman Kav. 52-53 
Jakarta Selatan 12190

Or fax to:
021 - 521 1735

What will we do with your complaints

When you call FWD Life, we aim to resolve your enquiries/feedback/complaints as soon as possible 

When you email or write to us, we aim to provide acknowledge receipt emails, letters and faxes within one business day 

If we need to perform further checking of your complaints, we aim to resolve it, or tell you what we are doing to resolve it, within two (2) business days. We’ll also provide you with a reference number for your complaint.

FWD Life will provide final response of the submitted complaints to the customer, both via telephone, letter or email during the prevailing complaint handling period.