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.
What features are available on eServices?
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.
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.
- 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.
How can I check my claim status?
You can check by contacting our customer services team on 1500525 or by emailing CustomerCare.id@fwd.com.
How long is the claim process?
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.
How will I be informed about my claim approval?
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.
Where can I get a coordination of benefit letter (regarding a previous insurance plan)?
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.
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.
Where will any claim payment be transferred?
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).
Why was my claim rejected?
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:
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.
What is a pre-existing condition?
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.
What are the required documents for a death claim?
First, we’re sorry for your loss. Head to our claims page which is over here . This has all the details you need.
Can’t find what you’re looking for?
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