Frequently asked questions
Frequently asked questions about Omne
Some questions you may need to know about our newest application, Omne by FWD. For supplementary information on Omne, you may check our supplementary FAQ here.
(Updated as of 20 May 2024)
- Download Omne on App Store or Google Play Store
- In the registration screen, you may choose email or phone number to register on Omne by FWD. Choose your preferred method, enter your name, and tick the statement “Select if you’re an FWD policy holder”
- Enter the requested information:
- Select “Indonesia" as the country from which you purchase d your insurance policy
- Select the ID document type that you used during policy purchasing (KTP/eKTP)
- Enter the ID number (KTP/eKTP) registered in FWD Insurance
- Click to verify
- Submit the transaction you need
- Select the menu “Insurance” on the bottom right of the homepage
- Enter the requested information:
- Select “Indonesia" as the country from which you purchase d your insurance policy
- Select the ID document type that you used during policy purchasing (KTP/eKTP)
- Enter the ID number (KTP/eKTP) registered in FWD Insurance
- Click to verify
- Submit transaction you need
What is Omne by FWD?
Omne by FWD is a 360° lifestyle app that empowers you to do life at 100%! We believe keeping your body, mind and finances in shape. Elevate daily habits with science-backed activities to get fitter, sleep better, boost your mood and react and think faster — all while earning amazing rewards!
Who is allowed to sign up on Omne by FWD?
Omne by FWD is available for everyone, including FWD Insurance customers and employees. For optimal usage of Omne by FWD, registration is only eligible for individuals with the minimum age of 18 years old.
What is the difference between Omne by FWD and FWD MAX?
Omne by FWD and FWD MAX are two different applications from FWD Insurance. Right now, these applications are already available for FWD Insurance customers and the public. FWD MAX has always been present and accessible to fulfill the needs of FWD Insurance customers. While Omne by FWD is now available as a new application that is developed to meet the current digital trend and lifestyle. FWD MAX and Omne by FWD co-exist to complete each other to meet the needs of and provide the convenience FWD Insurance customers seek.
With the launch of Omne by FWD, can I still use FWD MAX?
Yes, you can still access FWD MAX for your insurance needs and to enjoy the benefits from available promos offered by FWD MAX merchants.
What will happen to my FWD MAX account?
There will be no changes applied to your existing FWD MAX account. You may still use FWD MAX and do not need to make any changes to your account.
I still have some leftover points in my FWD MAX account, will my point balance be transferred to Omne by FWD?
FWD MAX and Omne by FWD are 2 different application, therefore, your point balance in FWD MAX cannot be transferred or combined with the points you have earned on Omne by FWD. The points you have accumulated on Omne by FWD can be earned by completing various activities available and can only be redeemed through Omne by FWD’s list of merchants.
How can i get and redeem points on Omne by FWD?
To get points, you can do the available science-backed activities, such as following the exercise videos to get fitter and listening to audio to sleep better. You can redeem these points with the various offers in Omne by FWD. Check Wallet on Omne by FWD to see the points you have obtained and redeem.
When do I use FWD MAX or Omne by FWD?
The features of FWD MAX and Omne by FWD complement each other to further fulfill your insurance needs. You can use FWD MAX or Omne by FWD, depending on the application that better suits your convenience and needs.
What do I do if I already have FWD MAX account and want to use Omne by FWD for my insurance needs?
FWD MAX and Omne by FWD are two different application so you can create your Omne by FWDaccount and link your insurance policy with the following steps:
If you have already registered but have not linked your policy, you may follow these steps:
Frequently asked question about insurance services in FWD
Some of the questions you might have and answers you might need about insurance services in FWD.
- 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.
- 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
- 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
- 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
What is eServices?
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.
How do I register an eServices?
What changes can be made through eServices?
There are several changes you can make. Here are some examples.
Non-financial changes:
Financial changes:
For investment-linked / unit-linked plans:
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
- 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 FWD Customer Care at 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). You can check the claim’s status by calling FWD Customer Care at 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 FWD Customer Care at 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 FWD Customer Care via telephone, email, live chat, or WhatsApp. 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 claim, all funds will be transferred to the account of the rightful Beneficiary’ as stated in your policy book.
For health benefit, the fund will be transferred to the Policyholder's account.
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 are sorry for your loss. Head to our claims page which is over here . This has all the details you need.
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