Frequently asked questions

Let’s get you some help

Some of the questions you might have, and answers you might need.

 

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

Frequently asked question for customers who bought via PT Commonwealth Life
Frequently asked question for customers who bought via PT Commonwealth Life

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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.
  • 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.

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

 

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. 

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.
  • 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.

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

 

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. 

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

 

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.

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

 

Here’s the information you need:

  1. Check that your plan covers hospitalisation benefits and that you’ve received an FWD insurance card from us.
  2. Make sure you always carry your FWD insurance card wherever you go, If not, you may have to pay in cash.
  3. 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.
  4. 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.

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).

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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.
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

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

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

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. 

You can update your address directly:

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.
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Frequently asked question for customers who bought via PT Commonwealth Life

Below you can see frequently asked questions if you bought your FWD policy through FWD Insurance prior to 1 December 2020, when it was known as PT Commonwealth Life.

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

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.

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

 

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

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.

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

 

Show more
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.
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

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

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

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

 

If you wish to do this, you need to fill out our non-financial change form. Then, attach a photocopy of a valid KTP, and other supporting documents. This includes your birth certificate, any marriage certificate, and / or family card. If the new insured person will be creating any changes or additions to the plan (for example adding a rider or changing the sum assured), we’ll also need copies of their medical records.

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

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.

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.

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