Policy Service Request

  • Can I change the insured on my policy with other people? If yes, how the process?
  • No.

  • Can I make some changes on my policy?
  • Yes. The changes can be submitted ​​in writing and /or online while the insured are alive by completing the provided Financial/Non-Financial Changes Form and adhere to applied requirements.

    Following changes can be submitted online, including:
    1. Address
    2. Fund Switching
    3. Fund Allocation
  • Can I switch from one fund to another?
  • Yes. You can switch investment types or fund allocation anytime you wish by filling in the Fund Switching and Fund Allocation Form. The adjustment will take effect on the following due date. Form can be downloaded from the Customer Portal of FWD Life Indonesia or you can contact FWD Life Indonesia’ Customer Care at 021 - 500 391 every weekends (Monday - Friday) at 8:30 AM to 5:00 PM. 
     
    The fund allocation and switching will be processed should the original hard copy form and other required documents have been received completely by FWD Life Indonesia’ Head Office at World Trade Center I Building 11th Floor, Jl.Jend.Sudirman Kav. 29-31 Jakarta Selatan 12920.
  • Can the Policyholder be changed to another person? If yes, please explain the process?
  • Policyholder can be transferred to another person with insurable interest with the Insured and in accordance with applied risk selection. 

    You need to fill in Non-Financial Change Form. Please attach your valid identity card (ID) and other supporting documents (birth certificate, marriage license certificate, family card), and medical record.
  • How can I get information about the price of my fund unit?
  • The unit price of FWD Life Indonesia’s fund is published in daily newspaper: Bisnis Indonesia and Kontan on ‘Bursa’ section. FWD Life Indonesia also display the the unit price on Exchange Rate and Fund Valuation section. In addition, you may also contact our Customer Care at 021-500391 on weekdays (Monday-Friday) at 8:00 AM to 05:00 PM.

  • I received notification that my policy is being suspended. How to reinstate my policy?
  • Yes, you are eligible to reinstate up to two years after the inactive date. You need to fill-in the Reinstatement Form, pay all late premium fee and if needed the selection risk result requires medical check-up, the customers should perform a medical check-up at hospital providers from FWD Life Indonesian partners at their own expense.

  • Is it possible to add additional health protection (rider) toward my existing policy?
  • Yes. Additional Insurance Benefit (Rider) can be performed by filling the Financial Changes Form. You can submitted the request at any time, but the changes will effectively perform in the next due date unless there is some change on your Date of Birth. FWD Life Indonesia will redo risk selection should there any additional coverage on the policy.

  • What do I need to do to surrender my policy?
  • You need to fill-in the Surrender Form and return the original Policy book (for non-electronic policy) and Hospital & Surgical Participant Card (if any). Form can also be downloaded from the Customer Portal of FWD Life Indonesia. 
     
    The process of surrender is five (5) working days since the required documents completely received by FWD Life Indonesia’ Head Office at WTC 1 Floor 11, Jl. Jend. Sudirman Kav. 29-31 Jakarta Selatan 12920 until the policyholder received the funds.

  • What if my policy is inactive? Is it possible to get the premiums refunded?
  • Premiums that have been paid is not refundable as the insurance has been provided the life protection for the policyholders while the policy is active and there will be no investment value received. For lapse (inactive) policy, the premium is not refundable.

  • Will I receive a report pertaining to investment value of my insurance policy?
  • FWD Life Indonesia will issue a Transaction Statement on your payment due date in each term. Transaction Statement will provide information regarding transaction of premium payment. For example: the payment of premium which has purchase unit allocation, withdrawal, surrender, single top up/additional funds, switching/transfer of investment funds.

  • When I request any switching/withdrawal for my investment funds, whether the issuance of transaction statement will wait for due date of my monthly premium payment?

  • No, should the customer requests the switching/withdrawal for their investment funds, the transaction statement will be issued once the application is completely processed.

  • How do I update my correspondence address?

  • You can update your correspondence address ​​directly through the Customer Portal without filling in the form and submitting supporting documents to the Head Office FWD Life Indonesia. Customers are able to independently update the correspondence address on each calendar day. 
     
    You can also update your correspondence address by filling in Non-Financial Changes Form and enclosing other supporting documents. You can perform this updates during weekdays at 08:00 AM to 02:00 PM (cut off). Specifically for mobile phone number, you need to fill in the Non-Financial Changes Form and it can’t be done through Customer Portal.

Claims

  • How long does Hospital Cash and Hospital Surgical claim reimbursement takes?
  • After the claim is processed, the insured will receive funds within 7-14 days (estimate)
  • How long does the claim reimbursement process of Hospital Cash and Hospital Surgical takes?
  • You have maximum of 30 days after treatment to file a claim.
  • How long does the claim reimbursement process of Critical Illness takes?
  • You have maximum of 90 days after treatment to file a claim.
  • What documents are needed to claim reimbursement?
  • Documents that needed are;Claim form and medical report, Original receipts and all treatment cost details, detail of medications given during the treatment period, Original medical history from attending physician, Copy of laboratory/other supporting diagnostic results. For more specific information, please see here.

  • Where do I need to send the claim reimbursement documents?
  • Claim can be submitted to FWD Life's Office in Jakarta:

    Claim Department
    FWD Life, World Trade Center 1, 11th Floor
    Jendral Sudirman Street Kav. 29-31 Jakarta 12920



  • For additional health protection (FWD Hospital Cash), should the total hospital cost will be borne by FWD Life Indonesia?
  • FWD Hospital Cash is an insurance program that provides cash benefits to replace hospital cost occurred should you undergo inpatient treatment or surgery. The customer will receive daily benefit based on the length of treatment day (it is not based on the total cost of treatment) if the claim application is approved. 
     
    For example: if the customer with the appropriate units of FWD Hospital Cash. 1 unit = Rp. 100,000. - and the maximum units is 20 units per person. 
     
    For example: if the customer has 5 unit = Rp. 500,000 and hospitalized in the ICU/Non-ICU with a total cost of Rp. 700,000. FWD Life Indonesia will only replace Rp. 500,000. -. While if the treatment is cost Rp 300, 000, FWD Life Indonesia will replace Rp.300, 000.

Premium Payment

  • How to pay the premium?
  • You can pay monthly, quarterly, bi-yearly, and yearly. Except for Bebas Aksi and Bebas Rencana, only monthly and yearly
  • Where can I pay the premium?
  • For time being, you can pay via bank transfer, auto-debit (Bank Mandiri, BCA, and BRI) also auto-debit credit card. Please see here for how to pay the premium.

  • If I'm interested with FWD, can I pay on monthly basis by using bank transfer/cash?
  • Unfortunately, you can't change premium payment to monthly if paying via Bank Transfer/cash.
  • Can I change the frequency of premium payment from yearly to monthly? Will it be affected to my policy?

  • If you change the payment frequency, the premium will be changed automatically.

  • How to change the payment premium?
  • To change the premium peyment you need to fill a few documents below:
    1.  Fill change financial policy form
    2. copy of ID (KTP)
  • When was the Transaction Statement issued to the customer?
  • FWD Life Indonesia will dispatch the FWD Life Indonesia will issue a Transaction Statement on your payment due date in each term. Transaction Statement will provide information regarding transaction of premium payment. For example: the payment of premium which has purchase unit allocation, withdrawal, surrender, single top up/additional funds, switching/transfer of investment funds.
  • When you will deduct the payment from my account?
  • Your account in Bank Mandiri or BCA or credit card will be automatically debited for the premium payment on following dates:  
    • For the policy issued between 27th-05th of the month will be automatically deducted every 05th of month.
    • For the policy issued between 06th-15th of the month will be automatically deducted every 15th of month
    • For the policy issued between 16th-26th of the month will be automatically deducted every 26th of month
    • If the auto debit failed, the deduction will be recurrent at following scheduled date
  • Will I be able to decide the auto debit date for the premium payment of my policy?
  • No. The date has been decided  
    following each due date and both FWD Life Indonesia and related banks (Bank Mandiri and BCA) have been agreed on deduction schedule date. 
  • Will I receive the payment receipt?
  • No. For auto debit customer (bank account or credit cards), the transaction statement in customer’s bank account or credit card will be considered as a receipt. The customer will receive a transaction statement on each due date.
  • How long the withdrawal process will take?
  • The withdrawal process will take five (5) working days since all required documents completely received by FWD Life Indonesia’ Head Office at WTC 1 Floor 11, Jl. Jend. Sudirman Kav. 29-31 Jakarta Selatan 12920 until the policyholder received the funds.
  • How to pay Renewal Premium?
  • FWD Life Indonesia’s customer can pay premium with following payment options: 

    • Auto Debit Account
      Your account will be automatically debited for the premium payment. The payment procedure for auto debit account as follow:
      • Fill the Power of Attorney form for bank account auto-debit, signed with official stamp.  
      • Copy of front-page of your bank account book  
      • Valid Identity Card  (KTP/SIM/KITAS) 
    For auto debit payment method, FWD Life Indonesia is partnering with Bank Mandiri and BCA.

    • Auto Debit Credit Card
      Your credit card will be automatically debited for the payment of premium. Following is payment procedure for auto debit credit card:
      • Fill the Power of Attorney form for bank credit card auto-debit, signed with official stamp. 
      • Copy of front page of your credit card  
      • Valid Identity Card  (KTP/SIM/KITAS) 
    Only apply for Visa, Master Card and BCA Card.
  • What if the auto debit payment fails?
  • Every month, the withdrawal will be performed three times on the date of 05th, 15th, and 26th and continue to the following month. If the auto debit still failed during the grace period, the investment value (if any) will be deducted to cover the remaining cost. If there is no enough fund, the policy will lapse and no protection applied.

Let us learn about your needs

24-hour Customer Hotline

+62 1500 391