Outpatient or dental claim
How to file an outpatient or dental claim
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. If you (the insured) receive medical treatment from a hospital or clinic that is not in our network, you’ll need to submit a claim. Please do this within 60 days after you are discharged following treatment. Please ensure you give us all the information we need.
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.
1. If you (the insured) receive medical treatment from a hospital or clinic that is not in our network, you’ll need to submit a claim. Please do this within 60 days after you are discharged following treatment. Please ensure you give us all the information we need.
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. If you (the insured) receive medical treatment from a hospital or clinic that is not in our network, you’ll need to submit a claim. Please do this within 60 days after you are discharged following treatment. Please ensure you give us all the information we need.
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.
1. If you (the insured) receive medical treatment from a hospital or clinic that is not in our network, you’ll need to submit a claim. Please do this within 60 days after you are discharged following treatment. Please ensure you give us all the information we need.
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.
Original:
- Receipts with all treatment cost details
Copy:
- All medical prescriptions and details of costs
- Letter from attending doctor with a copy of any lab results
- To claim for glasses / spectacles, attach refractive eye examination report from an ophthalmologist
- For dental claims, attach teeth number/teeth formation on the claim form
- For physiotherapy claims, attach the original physiotherapy receipt and a doctor’s referral letter
- For repeat prescriptions, we need a copy of the first prescription
Note: Please use a Rp6,000 duty stamp for receipts above Rp1,000,000
- Receipts with all treatment cost details
Copy:
- All medical prescriptions and details of costs
- Letter from attending doctor with a copy of any lab results
- To claim for glasses / spectacles, attach refractive eye examination report from an ophthalmologist
- For dental claims, attach teeth number/teeth formation on the claim form
- For physiotherapy claims, attach the original physiotherapy receipt and a doctor’s referral letter
- For repeat prescriptions, we need a copy of the first prescription
Note: Please use a Rp6,000 duty stamp for receipts above Rp1,000,000
Please submit your claim by post to the following address:
Post
PT FWD Insurance Indonesia
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 Employee Benefits claims
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. Here are some of the questions you might have and our answers in response.
When should I submit my claim?
If you’re making a health, death, or accident claim, please submit your application within 30 days of receiving any medical treatment, or within 30 days of the date of the incident.
How will you pay me?
Once your claim is approved, the payment will be made either to your company account or your personal account. This depends on the arrangements your employer has made.
When will you pay me?
For personal as well as Employee Benefits claims, we aim to make a claims 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.
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.
See all
Frequently asked questions
If you made your claim via e-Friend then the quickest way to check your status is via e-Friend (on the FWD MAX app). This can be downloaded from the App Store or Google Play. You can also call our team, 24 hours a day, seven days a week on 1500525. If you began the claims process via post, we’ll keep you updated by email and you can check your claims status by calling us.
In this instance, medical expenses must be paid in advance by the insured employee(s) and then they should make a claim. It will then be considered for reimbursement after the claim has been sent to us. If you’re an employee and you want to make a claim then please head to our dedicated claims page.
You can submit your claim in one of two ways:
Online
Make a claim via e-Friend on FWD MAX. Not got MAX? Download the app, totally free
Post
PT FWD Insurance Indonesia
Pacific Century Place
20th Floor
SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan
12190 Indonesia
Online
Make a claim via e-Friend on FWD MAX. Not got MAX? Download the app, totally free
Post
PT FWD Insurance Indonesia
Pacific Century Place
20th Floor
SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan
12190 Indonesia
Each claim is different but usually, if you submit a claim by post, it takes us around 10 working days. If you submit via e-Friend on the FWD MAX app, it’s quicker and usually takes a maximum of seven working days. This is assuming we have all the documents we need and a completed claims form.
Support
Need to get in touch? Here's how you can reach us.
Start a live chat
Click below to start a live chat with one of our team. Live chat is available 24/7.
PT FWD Insurance Indonesia ("FWD Insurance") is registered and supervised by the Financial Services Authority.
FWD Insurance is a member or Alternative Dispute Resolution Agencies of Financial Services Sector.
FWD Insurance is a member or Alternative Dispute Resolution Agencies of Financial Services Sector.
