Critical Illness Claim

How to file a critical illness claim

Before you claim

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. If you (the insured) receive medical treatment from a hospital or clinic that is not in our network, you’ll need to submit a claim. Please do this within 60 days after you are discharged following treatment. Please ensure you give us all the information we need.

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.

1. Collect these supporting documents

Copy of your valid KTP / identity card

Original medical report from a doctor stating including any dated prognosis. This needs to be an original letter from a qualified doctor who has completed an examination and diagnosed that this is a critical illness

2. Fill out the claim form

Fill out the critical illness claim form (this must be completed by the insured).

3. Submit the claim form and any required documents

Please submit your claim by post to the following address:

Post

PT FWD Insurance Indonesia
Pacific Century Place20th Floor SCBD Lot 10
Jl. Jend. Sudirman Kav. 52-53 Jakarta Selatan12190 Indonesia

How we deal with Employee Benefits claims

We know that if you’re making a claim, you’re probably already going through a difficult time. So we think it’s part of our job to make insurance claims as quick and as easy as possible. Here are some of the questions you might have and our answers in response.

When should I submit my claim?

If you’re making a health, death, or accident claim, please submit your application within 30 days of receiving any medical treatment, or within 30 days of the date of the incident.

How will you pay me?

Once your claim is approved, the payment will be made either to your company account or your personal account. This depends on the arrangements your employer has made.

When will you pay me?

For personal as well as Employee Benefits claims, we aim to make a claims decision within 4-10 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).

Once we receive your claim application, personal claims applicants will receive an email notification from us, just so you know the process has started. For Employee Benefits claims, we’ll communicate through your HR team.

Do bear in mind that occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need.

When we approve claims, we then aim to pay within 2-3 working days.

What if I have a question or a complaint?

We’re always happy to assist with any queries or questions you may have. Please call on 1500525. We’re here for you 24/7.

Frequently asked questions

How can I check my claim status?

Can my employees claim for medical treatment if they were treated at a hospital that’s not within the FWD network?

How do can I submit a claim?

How long does the claims process take?

Support

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Call 1500 525

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