Question 1

After PT FWD Life Indonesia has officially merged with PT FWD Insurance Indonesia what will happen next?

Accepted Answer

Effective 1 December 2020, FWD Life and FWD Insurance have successfully merged and going forward will be known as FWD Insurance, following the approval from the Otoritas Jasa Keuangan and the Ministry of Law and Human Rights of the Republic of Indonesia.

There are no changes to the terms and conditions as listed in your insurance policy and all policies will continue to be honoured.

Question 2

Are there any changes to my existing insurance product?

Accepted Answer

There are no changes of the terms and conditions as listed in your insurance policy and all policies will continue to be honoured.

Question 3

After the merger, will there be any changes to the procedure for FWD Life policies related to making changes to my policy, withdrawals, and policy cancellations?

Accepted Answer

There is no change currently, including with FWD Life policy. Should there be any changes, we will inform you at the soonest

Question 4

Will there be any changes to my policy number from PT FWD Life Indonesia policy number to PT FWD Insurance Indonesia policy number?

Accepted Answer

There are no changes to your policy number. The terms, conditions, and benefits listed on your policy remain the same.

Question 5

Can I still apply for a new policy and use the services at FWD Life?

Accepted Answer

To purchase a new policy, you can contact our sales force, your agent, our bank partners, or visit our website. We are happy to assist you.

Please note, policies issued after the merger date of 1 December 2020 have changed to FWD Insurance.

For more information, please contact FWD Customer Care at 1500525 or email us at CustomerCare.id@fwd.com for individual customer or CustomerCare.cc@fwd.com for corporate care.

Question 6

Will there be any change to FWD Customer Care?

Accepted Answer

One FWD Care has changed to FWD Customer Care at 1500525, effective from 1 December 2020. The individual customers' email service has changed to CustomerCare.id@fwd.com, and corporate care customers’ email has changed to CustomerCare.cc@fwd.com .

We are happy to assist you.

Question 7

My payment is due – to whom and how do I pay?

Accepted Answer

There are no changes to the way you make your policy payment. For more information please visit here.

Question 8

I want to pay my new business premium – to whom and how do I pay?

Accepted Answer

There are no changes to the way you make your policy payment. For more information please visit here.

Question 9

Will there be any changes to the premium payment?

Accepted Answer

There are no changes to the way you make your policy payment. For FWD Life customers, there will be a change in the bank account name from PT FWD Life Indonesia to PT FWD Insurance Indonesia.For more information, please visit here.

Question 10

Will there be any changes to the bank account name or account number from PT FWD Life Indonesia to PT FWD Insurance Indonesia?

Accepted Answer

There will be a change of bank account name from PT FWD Life Indonesia to PT FWD Insurance Indonesia. However, for customers’ account number there will be no change.For detailed information please visit here.

Question 11

Will there be any changes in the claim procedure?

Accepted Answer

No. There are no changes regarding our claim procedure. For more information please visit here.

Question 12

I have a claim with PT FWD Life Indonesia that’s currently active – what should I do? Is there a claim team that I can call?

Accepted Answer

The processing of your claim with PT FWD Life Indonesia is unaffected.If you have any questions about your claim, you can contact FWD Customer Care 1500391 and our Customer Care team will assist you accordingly.Alternatively, you can email us for individual customerCustomerCare.id@fwd.com & Corporate Care Customer CustomerCare.cc@fwd.com

Question 13

I need to make a claim. What should I do?

Accepted Answer

Please follow the usual claim process. We have a complete claims guide on our website. For more information please visit here.You can contact us via One FWD Care 1500391 and our Customer Care team will assist you accordingly.  Alternatively, you can email individual customerCustomerCare.id@fwd.com  & Corporate Care Customer CustomerCare.cc@fwd.com

Question 14

How do I file a claim?

Accepted Answer

Please visit here where you will find a step-by-step guide to filing a claim.

Question 15

What documents do I need to file a claim?

Accepted Answer

Please visit here, where you will find a step-by-step guide informing the necessary documents.

FAQ Merger PT FWD Insurance Indonesia