Q: How long does it take for FWD to process and pay hospital reimbursement claims?

Head to our claims page which is over here . This has all the details you need.

Question 1

What is eServices?

Accepted Answer

eServices is our digital customer service available on the FWD MAX app. Through eServices, you can access policy information and make transactions in real time – from paying your premium to making a claim. Download FWD MAX to enjoy eServices. It’s totally free.

Question 2

How do I register an eServices?

Accepted Answer

Download FWD MAX on Google Play or the App Store either on your mobile or tablet.
Login if you already have an account. Otherwise, sign up as a new user.
If you want, you can sign up using your Google or Facebook credentials.
If you’re an FWD customer, please click on ‘Individual Customer.’
Fill in your ID card number and date of birth and then click verify.

Question 3

What changes can be made through eServices?

Accepted Answer

There are several changes you can make. Here are some examples.

Non-financial changes:

Change your name (for example, after you get married)
Change your customer identification details (for example from passport number to ID card)
Change your address
Change your phone number
Change your email address

Financial changes:

Change the frequency of your payments
Request to press pause on your premiums
Get a duplicate copy of your contract
Request a hard copy of your insurance card
Change your life insurance beneficiary

For investment-linked / unit-linked plans:

Change your top-up premium
Apply for a partial withdrawal
Change your fund allocation
Apply for fund switching
Apply for a single top-up
Apply for automatic reinstatement

Question 4

What features are available on eServices?

Accepted Answer

There are so many features – here are some examples.

Head to My Profile to see all your personal information and request to make changes. This information ranges from any beneficiaries you might have to the name of any agent you’re working with.

Head to My Policy to see the features and benefits of your plan(s) and any recent updates regarding your policy.

Head to My Claims to make a claim and track its status. You can also view any claims history.

We also have several features for customers with investment-linked plans.

On the home page, you’ll see the main menu with all options.

Question 5

How long does it take for FWD to process and pay hospital reimbursement claims?

Accepted Answer

Head to our claims page which is over here. This has all the details you need.

Question 6

What is a pre-existing condition?

Accepted Answer

This is where you (knowingly) already have a sign, symptom or medical record / diagnosis of an illness, medical condition or disease. It’s very important that you tell us about any pre-existing condition as, if we find that you haven’t disclosed it, this could impact your claim.

Question 7

What are the required documents for a death claim?

Accepted Answer

First, we’re sorry for your loss. Head to our claims page which is over here. This has all the details you need.

Question 8

How can I use the cashless claims facility?

Accepted Answer

Here’s the information you need:

Check that your plan covers hospitalisation benefits and that you’ve received an FWD insurance card from us.
Make sure you always carry your FWD insurance card wherever you go, If not, you may have to pay in cash.
You can use your FWD insurance card at our network of hospitals and clinics. To find the nearest one, head to our hospital network page.
If you’re planning on having medical treatment abroad, please contact our partners to make an appointment. This needs to be at least 5 (five) days before any hospital or clinic admission. Their number can be found on the back of your FWD insurance card.

Question 9

Where will any claim payment be transferred?

Accepted Answer

For loss of life claims, all funds will be transferred to the beneficiary’s account. This is the person you’ve nominated to receive the funds, should you (the customer) pass on.

For health benefits, the funds will be transferred to your account, assuming you’re the customer (the policyholder).

Question 10

Why was my claim rejected?

Accepted Answer

Our intention is always to pay a claim. But there are some claims that we simply can’t pay. Here, we’ve listed out some of the main reasons as to why this might be the case:

The claim doesn’t meet the original policy terms (what we agreed to cover).
There’s been a misrepresentation in the claim. This is when important information appears to have been left out of the original application. For example, somebody may have forgotten to mention a pre-existing health condition which they’re now claiming for – but that we didn’t agree to cover.
The claim was submitted outside of our agreed timeframe. It’s really important to submit any claim as quickly as possible. For faster and easier claims, you can submit all claims via eServices which is available on the FWD MAX app.
The claim has been listed in one of the policy exclusions. In other words, the policy excludes this particular event or condition.

All of this is why, when you apply for insurance, it’s so important that you answer all questions fully and accurately. Because if you fail to disclose something in your application, this could impact any future claim.

It’s also important that you understand exactly what you’re covered for.

Whatever happens, if we decline a claim, we commit to emailing you with our reasons why so please ensure you’ve registered a valid and active email address.

Question 11

Can I get a receipt for my premium payment?

Accepted Answer

We don’t give receipts but we do send out a text (SMS) confirmation (assuming we have your number). Do also remember that things such as credit card bills and bank statements are valid proof of payment.

Question 12

Can I set the date that my credit card will be debited?

Accepted Answer

Unfortunately, we can’t guarantee a date as this will follow a pre-agreed schedule with our partner banks, based on when your policy was issued (when you first registered as a customer).

We’re very happy however to share information on our agreed payment schedule for bank and credit card debits:

Policies issued between the 27th and 5th of each month will be debited on the 5th of each month
Policies issued between the 6th and15th of each month will be debited on the 15th of each month
Policies issued between the 16th and 26th of each month will be debited on the 26th of each month

Question 13

How can I change my premium payment method?

Accepted Answer

Head to our support page and go to ‘ways to pay your premium’ and we’ll run through all your options.

Question 14

How can I check information about my investments?

Accepted Answer

You can check your balance and investment information in several ways:

Via our eServices on the FWD MAX app
Contact FWD Customer Care:
- call 1500525
- email CustomerCare.id@fwd.com
- Whatsapp +628551500525

Question 15

How do I change the frequency of premium / contribution payments?

Accepted Answer

You can make changes frequency of premium/contribution payments quickly and easily using the eServices feature on FWD MAX.

Here are the steps that need to be done:

Download FWD MAX, then register as an individual customer.
Access eServices via FWD MAX, select the MyRequest menu then select Change Payment.
Select the policy to change the payment frequency, then select the bank account and fill in the data.
We will process the request for a premium/contribution payment frequency changes that you submitted within 3 working days after the complete documents are received.

Question 16

Can I make changes to my policy?

Accepted Answer

We do allow some changes.
The quickest and easiest way to make changes is via eServices on the FWD MAX app.
Or you can fill out a form.

Our ‘financial changes’ form allows you to:

request to change your premiums
request to change your sum assured
add /delete a rider
advise us of any updates (e.g. a new job)

Our ‘non-financial changes’ form allows you to:

Change your name, address, email, or phone number
Change the insured / beneficiary
Get a replacement FWD insurance card

If you want to change your contact details (address; phone number; email) you can also call customer services.

Click here if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

Question 17

Can the policy holder be changed to another person?

Accepted Answer

If you wish to do this, you need to fill out our non-financial change form. Please include a photocopy of your valid identity card (ID) and photocopies of other supporting documents (birth certificate, marriage license certificate, family card) and any medical records.

Click here if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

Question 18

What do I need to do to cancel my insurance policy?

Accepted Answer

You need to download and fill-out the surrender form.
Please send all of this to our head office and allow five working days for us to process your request as well as process any outstanding funds due to you. Our head office address: FWD Insurance, Pacific Century Place, 20th floor SCBD LOT 10 Jl. Jend. Sudirman kav. 52-53 Jakarta 12190 Indonesia.

Click here if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

Question 19

How do I find out about the investment value of my insurance policy?

Accepted Answer

You can monitor your investments in real-time using eServices via the FWD MAX app.

You can also find out either through our statements or simply by getting in touch.

We send the following statements:

- Annual statements (an overview sent to customers each year).
- Transaction statements (we’ll send these following any transactions you make such as withdrawal of funds, premium payments, and fund switching). We’ll send a transaction statement on each payment due date.

Click here if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

Question 20

Can I switch investments?

Accepted Answer

Yes. You can switch investment types or fund allocation anytime. Do this in one of two ways:

Question 21

What if my policy is no longer showing as active? What can I do about it?

Accepted Answer

Your policy could be showing as inactive because its term (the length of time we were due to insure you) has expired. Or possibly because we’ve received no payments.

It’s important to note your policy’s term and premium payment schedule - to ensure your policy remains active.

Remember: if your policy is inactive, you’ll no longer be covered.

Contact us if you want to reinstate your policy. Note that not all policies have a reinstatement feature. You can find out in your policy details - or simply get in touch.

Question 22

How do I update my address?

Accepted Answer

You can update your address directly:

Through eServices on FWD MAX
By contacting the FWD Customer Care line on 1500525
By filling in a non-financial changes form

Question 23

Can I change my plan’s beneficiary?

Accepted Answer

Yes you can do this - as long as you can demonstrate that your proposed new beneficiary has a viable connection with you. We call this “insurable interest with the policy holder.” It means they need to have a blood connection with you, the insured.

You can submit this request online through eServices on FWD MAX or by filling out a non-financial changes form.

Question 24

How long does it take to process a policy change transaction?

Accepted Answer

The following is an estimate of how long the transaction will take after we receive the complete documents.

Unit-linked transactions: 3 working days
Change of benefits: 2-4 working days
Policy recovery: 2-4 working days
Withdrawal of investment funds: 14 working days (including payment)
Policy closure: 14 days (including payment)
Change of policy data: 2 - 4 working days
Reprint policy: 3 working days (excluding delivery)

Question 25

How do I find out the status of my policy change transaction?

Accepted Answer

If you submitted your request through our eServices platform, you can find out on the FWD MAX app. In addition, we’ll send notifications via email and SMS if there is any change in transaction status.

Question 26

How can I check my claim status?

Accepted Answer

You can check by contacting our customer services team on 1500525 or by emailing CustomerCare.id@fwd.com.

Question 27

How long is the claim process?

Accepted Answer

We aim to complete the process within 14 working days (assuming we have all your documents). If any documents are missing, we’ll email to let you know. You can check the claim’s status by calling our customer services team on 1500525 or by emailing CustomerCare.id@fwd.com.

Question 28

How will I be informed about my claim approval?

Accepted Answer

We will notify you through your registered email, so please make sure your email address is always active. If you wish, you can also call our customer services team on 1500525 or by emailing CustomerCare.id@fwd.com.

Question 29

Where can I get a coordination of benefit letter (regarding a previous insurance plan)?

Accepted Answer

You can ask our customer care team via telephone, email, or live chat. We’ll send the coordination of benefit letter to your registered email address.

Question 30

How long does it take for FWD to process and pay hospital reimbursement claims?

Accepted Answer

Head to our claims page which is over here. This has all the details you need.

Question 31

Where will any claim payment be transferred?

Accepted Answer

For loss of life claims, all funds will be transferred to the beneficiary’s account. This is the person you’ve nominated to receive the funds, should you (the customer) pass on.

For health benefits, the funds will be transferred to your account, assuming you’re the customer (the policyholder).

Question 32

Why was my claim rejected?

Accepted Answer

Our intention is always to pay a claim. But there are some claims that we simply can’t pay. Here, we’ve listed out some of the main reasons as to why this might be the case:

The claim doesn’t meet the original policy terms (what we agreed to cover).
There’s been a misrepresentation in the claim. This is when important information appears to have been left out of the original application. For example, somebody may have forgotten to mention a pre-existing health condition which they’re now claiming for – but that we didn’t agree to cover.
The claim was submitted outside of our agreed timeframe. It’s really important to submit any claim as quickly as possible.
The claim has been listed in one of the policy exclusions. In other words, the policy excludes this particular event or condition.

All of this is why, when you apply for insurance, it’s so important that you answer all questions fully and accurately. Because if you fail to disclose something in your application, this could impact any future claim.

It’s also important that you understand exactly what you’re covered for.

Whatever happens, if we decline a claim, we commit to emailing you with our reasons why so please ensure you’ve registered a valid and active email address.

Question 33

What is a pre-existing condition?

Accepted Answer

This is where you (knowingly) already have a sign, symptom or medical record / diagnosis of an illness, medical condition or disease. It’s very important that you tell us about any pre-existing condition as, if we find that you haven’t disclosed it, this could impact your claim.

Question 34

What are the required documents for a death claim?

Accepted Answer

First, we’re sorry for your loss. Head to our claims page which is over here. This has all the details you need.

Question 35

Do you give receipts for premium payments?

Accepted Answer

We don’t give receipts but we do send out a text (SMS) confirmation (assuming we have your number). Do also remember that things such as credit card bills and bank statements are valid proof of payment.

Question 36

Yes, if you’re buying through an agent, you can set the date. If you’ve bought via a bank, it will follow the next debit date. This schedule follows:

Commbank: every 5,15 and 25 of each month
QNB: every 5th and 25th of every month
CTBC: every 1st and 15th of every month

Accepted Answer

Unfortunately, we can’t guarantee a date as this will follow a pre-agreed schedule with our partner banks, based on when your policy was issued (when you first registered as a customer).

We’re very happy however to share information on our agreed payment schedule for bank and credit card debits:

Policies issued between the 27th and 5th of each month will be debited on the 5th of each month
Policies issued between the 6th and15th of each month will be debited on the 15th of each month
Policies issued between the 16th and 26th of each month will be debited on the 26th of each month

Question 37

How can I change my premium payment method?

Accepted Answer

Head to our support page and go to ‘ways to pay your premium’ and we’ll run through all your options.

Question 38

How can I check information about my investments?

Accepted Answer

You can check your balance and investment information either via our eServices web portal.

Or contact FWD Customer Care in one of three ways:

- call 1500525
- email CustomerCare.id@fwd.com
- Whatsapp +628551500525

Question 39

Can I make changes to my policy?

Accepted Answer

We do allow some changes to policies. You can do this by filling in the following forms:

A3 Policy change form. This form covers the following changes:

apply for a change in premium payments.
apply for changes to the sum insured.
add or remove riders.
change personal information such as employment status. Note that this doesn’t apply to any products bought direct via our telemarketing team*

A1 Non-financial policy change form. This form covers the following changes:

changes in name, address, email and phone number.
changes to the insured / benefactors.

The quickest and easiest way to make these changes is online via eServices .
If you want to change your personal data (address, phone number, email) you can also contact FWD Customer Care on 1500525.

*There are many telemarketing products so get in touch with us if you’re not sure. Below, for your easy reference, are some of our most popular telemarketing products:

1. Money Back in Safe
2. Health In Safe
3. Future Protection
4. Medical Protection Plan
5. Life Protector Plus
6. Dynamic Plan
7. Life Protection

Question 40

Can the policy holder be changed to another person?

Accepted Answer

If you wish to do this, you need to fill out our non-financial change form. Please include a photocopy of your valid identity card (ID) and photocopies of other supporting documents (birth certificate, marriage license certificate, family card) and any medical records.

Click here if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

Please note that none of these changes can be made for products bought directly via telemarketing. There are many telemarketing products so get in touch with us if you’re not sure of what kind of policy you have. Below, for your easy reference, are some of our most popular telemarketing products:

1. Money Back in Safe
2. Health In Safe
3. Future Protection
4. Medical Protection Plan
5. Life Protector Plus
6. Dynamic Plan
7. Life Protection

Question 41

What do I need to do to cancel my insurance policy?

Accepted Answer

You can do this by filling out the A2 form and returning your original policy book and FWD insurance card (if any).

Please fill out the relevant A2 form based on the policy that you have: for example, unit-linked, non-unit-linked, a bank product, or Elite Link. Please send the completed documents to our head office and we’ll process your request within 14 working days.

Our head office address: FWD Insurance, Pacific Century Place, 20th floor SCBD LOT 10 Jl. Jend. Sudirman kav. 52-53 Jakarta 12190 Indonesia.

Question 42

How do I find out about the investment value of my insurance policy?

Accepted Answer

You can monitor your investments in real-time using eServices our web-based portal.

Transaction reports are also sent to customers once a month via your registered email address. This includes information about transactions such as premium payments, withdrawals, top-ups, and fund switching.

Question 43

How do I reactivate an insurance policy?

Accepted Answer

You can contact FWD Customer Care and we’ll be pleased to help.

- Phone 1500525
- Email CustomerCare.id@fwd.com

Question 44

How long does it take to process a policy change submission?

Accepted Answer

The following is an estimate of how long this will take, assuming we’ve received all relevant and complete documents.

Unit-linked transactions: 3 working days
Change of benefits: 2-4 working days
Policy recovery (reactivation): 2-4 working days
Withdrawal of investment funds: 14 working days (including payment)
Policy closure: 14 days (including payment)
Change of policy data: 2 - 4 working days
Reprint of a policy contract: 3 working days (excluding delivery)

Question 45

How can I find out the status of any application for a policy change?

Accepted Answer

We’ll send notification via SMS to indicate a change in status. Please note that if you have a policy bought directly via telemarketing, we’ll send you a letter to indicate any changes in beneficiary, name of the insured person, and date of birth

For more information, please contact our customer service team on 1500525.

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