A guide to making a claim when there’s been a loss of life

How to file an insurance claim for a loss of life

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. We need to receive any claim within 90 days after the date of death.
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.

First, you need to fill out a death benefit claim form.
By ‘you’ / ‘your’ we assume you are the beneficiary (the person due to receive the benefit).
We also need the following:

  • Copy of your valid KTP/identity card or copy of birth certificate if the beneficiary is underage (under 17 years old)
  • Original death certificate or legalised copy. The doctor examining the cause of death must sign this document
  • Original report from the police, or a certified copy issued by an authorised institution (if the death was caused by a traffic accident or unnatural causes)
  • Letter of inheritance, or documents to prove your relationship with the insured (family card / marriage certificate / birth certificate), plus your ID (if you intend to have the benefit paid to you, not somebody else)
  • A letter of inheritance can be a statement from the court or local authorities that confirms you (the beneficiary) had a viable relationship with the insured
  • Copy of your family card
  • A copy of the first page of your bank savings book

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.

For customers that bought their insurance through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life, please submit your claim in one of two ways, set out below.

How we deal with claims at FWD


When should I submit my claim?


How will you pay me?


When will you pay me?


What if I have a question or a complaint?

Frequently asked questions

Need help with your claim?

Call 1500 525

We’re always ready to help you.

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