Question 1

What is FWD Care Recovery Plan?

Accepted Answer

FWD Care Recovery Plan is a service program from us that is present as a support for our customers, start from providing health care recommendations to emotional support after claims.

Question 2

What benefits does the FWD Care Recovery Plan provide?

Accepted Answer

FWD Care Recovery Plan provides consultation services with dedicated nurses from Aspire Lifestyles who will help you to get professional support services such as mental counseling services, home nursing care, dietician consultation, local medical transportation, physiotherapy, and legal consultation.

Question 3

Who is the nurse who will be the companions during FWD Care Recovery Plan program?

Accepted Answer

You will be accompanied by a dedicated nurse from our partner, Aspire Lifestyles.

Question 4

What is the role of the nurse who be my companion in this FWD Care Recovery Plan?

Accepted Answer

The nurse from Aspire Lifestyles will accompany you on your difficult journey. You can consult or discuss with the nurse about professional support services according to your needs and arrange your consultation schedule with the professional support service.

Question 5

Is the FWD Care Recovery Plan free of charge?

Accepted Answer

You don't need to worry because FWD Care Recovery Plan is free of charge.

Question 6

Is there any benefit limit for this FWD Care Recovery Plan program?

Accepted Answer

Yes, there is a limit of benefit for each customer up to IDR 7.000.000.

Question 7

How can I find out the remaining benefits (limits) and costs of professional support services in the FWD Care Recovery Plan?

Accepted Answer

The dedicated nurse from Aspire Lifestyles who accompanies you will inform the remaining benefit (limits) and the cost of the professional support services of FWD Care Recovery Plan.

Question 8

If all the benefits of FWD Care Recovery Plan have been used up, would the program be terminated?

Accepted Answer

If you have used all the benefits (limit), then the FWD Care Recovery Plan cannot provide you with benefits for professional support services anymore. However, you can still contact or discuss with the dedicated nurse from Aspire Lifestyles who accompanies you until the end of the FWD Care Recovery Plan period.

Question 9

Can I still use professional support service even if the cost of the professional support service has exceeded the benefits (limits) of FWD Care Recovery Plan?

Accepted Answer

Yes, you can still use the professional support service provided that the excess cost of the professional support service will be your responsibility.Example: If the remaining benefit (limit) of your FWD Care Recovery Plan is IDR 1.000.000 and you want to use mental counselling service at a cost of IDR 1.500.000*, then the nurse who accompanies you will inform you about the excess of the cost you need to pay, which is IDR 500.000. The dedicated nurse from Aspire Lifestyle will inform you of the costs that you have to pay and ask for your consent first, before making an appointment for the professional support service. *The charges in this example are not intended to predict actual service charges and are subject to change at any time

Question 10

How do I get the FWD Care Recovery Plan program?

Accepted Answer

Customers who meet the criteria of the FWD Care Recovery Plan, will be contacted to get an offer for this FWD Care Recovery Plan program. You need to fulfill and send us back the Consent Form of FWD Care Recovery Plan which you have signed to get this service.

Question 11

What are the customer’s criteria for getting the offer of FWD Care Recovery Plan?

Accepted Answer

FWD Care Recovery Plan is eligible for individual customer, if their claim for the major critical illness, total permanent disability, inpatient, or death benefit has been approved by us. The criteria for the claims are as follows:Death or major critical illness claim with sum assured ≥ IDR 100.000.000 / US$ 10.000.Total Permanent Disability claim (TPD): due to critical illness or accident, orInpatient claim due to cancer, stroke, or heart attack.

Question 12

What documents must be submitted in order to join FWD Care Recovery Plan program?

Accepted Answer

After being offered the FWD Care Recovery Plan, you will be required to fill out the Consent Form before getting the program.

Question 13

How do I use the professional support services of the FWD Care Recovery Plan?

Accepted Answer

The dedicated nurse from Aspire Lifestyles will discuss with you to find out what kind of professional support service is suitable for you. The nurse will also facilitate your consultation appointment with the professional support service, including providing information to you regarding the remaining benefits (limits) and the costs of the professional support service of FWD Care Recovery Plan.Example:Mr. Pintar as the insured in the FWD Critical First Protection policy submitted a claim for his stroke. Mr. Pintar's claim was approved by FWD Insurance and Mr. Pintar wants to join the FWD Care Recovery Plan program. A dedicated nurse from Aspire Lifestyle will help Mr. Pintar in making an appointment for the professional support service that can help with post-stroke recovery. Services that can be provided*: Physiotherapy services up to 6 sessionsHome nursing care services up to 3 days* FWD Care Recovery Plan program will be last for 6 months, with limit of benefit up to IDR 7.000.000. Note:The above service session simulations only provide an overview of FWD Care Recovery Plan services, not intended to predict actual service costs. The cost of professional support services contained in this simulation is subject to change at any time.

Question 14

When is the FWD Care Recovery Plan active?

Accepted Answer

FWD Care Recovery Plan will be started since the “Service Start Date” as written in “Confirmation Letter of Participation in FWD Care Recovery Plan” which will be informed after we received “Consent Form” which you have signed.

Question 15

When the period of FWD Care Recovery Plan will be ended?

Accepted Answer

FWD Care Recovery Plan will be ended 6 months after “Service Start Date”.

Question 16

Is the professional support services of FWD Care Recovery Plan can be used virtually?

Accepted Answer

Yes, professional support services such as mental counseling service, dietician consultation, and legal consultation can be used virtually from your home or anywhere. This method is an alternative that you can choose if you want to have a consultation from your home or if the professional support service is not available in your area.For the professional support service such as local medical transportation services, home nursing care, and physiotherapy can only be used face-to-face.

Question 17

Where exactly the professional support of FWD Care Recovery Plan can be used face-to-face?

Accepted Answer

For Jabodetabek, Surabaya, Bandung, Medan, Bali, Makassar, and Pontianak, the professional support service can be used face-to-face or virtually (except for local medical transportation, home nursing care, and physiotherapy).For outside of Jabodetabek, Surabaya, Bandung, Medan, Bali, Makassar, and Pontianak, the professional support service (except local medical transportation, home nursing care, and physiotherapy) can only be used virtually. For the customers who want to use the professional support service directly, we provide reimbursement system.The dedicated nurse from Aspire Lifestyles will assist with the reimbursement process for the costs of professional support service within 14 calendar days since the day when Aspire Lifestyles received the complete documentation for the payment.The dedicated nurse from Aspire Lifestyles will inform the customers about the terms of services (including the terms of reimbursement system) before the customers use the professional support service.

Question 18

How do I get further information about FWD Care Recovery Plan?

Accepted Answer

For further information, you can contact us through FWD Customer Care on 1500 525 or email to CustomerCare.id@fwd.com who is ready to help you 24 hours / 7 days.

Services Program

FWD Care Recovery Plan

Extra care when it counts

Mental counselling services

Home nursing care

Dietitian consultation

Find brochure