Frequently asked questions

FWD MAX and Omne by FWD are 2 different applications, 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.  

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 those points by redeeming them to various available offers like electronic vouchers, new game features, tree adoption (Climate Champion), and AI Art (Capture the Moment).

For electronic vouchers, you must use the Auction feature to redeem selected vouchers. Auction will run from 11:00 AM to 10:59 AM (the next day), using local time.

These are the steps to participate in the Auction:

1. Click "Wallet" feature on the application Omne by FWD

2. Select the electronic voucher you want from the available selection
3. Enter the amount of points you want as your Auction Bid. Please make sure the Auction Bid you enter is more than the Current Highest Bid.
   1. If you are unable to enter your Auction Bid, you can refresh the application and re-submit your bid (this may happen when another user submits a bid of the same amount at the same time)
4. The bids that have been entered can be seen in the Auction feature
5. You may track the Auction feature to check on the position of your Bid and enter another Bid during the duration of Auction
6. The points you have used to enter the Auction will be on hold and cannot be used to conduct any other point redemption. These will also be deduction from your Omne points balance.
   1. If you win the Auction, then the electronic voucher will be available to use as the Auction Winner will be announced 1 hour after the Auction has been closed (around 12:00 PM local time)

   2. If you do not win the Auction, then the points used to bid will be refunded 1 hour after the Auction has been closed (around 12:00 PM loal time)

Per 1 October 2024, your Omne points will expire if you do not access Omne by FWD at least 1 time in 90 days.

Check Wallet on Omne by FWD to see the points you have obtained and redeem.

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.

FWD MAX and Omne by FWD are two different application so you can create your Omne by FWD account and link your insurance policy with the following steps:

1. Download Omne by FWD on App Store or Google Play Store
2. 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”
3. Enter the requested information:
   1. Select “Indonesia” as the country from which you purchased your insurance

   2. Select the ID document type that you used during policy purchasing (KTP/eKTP)

   3. Enter the ID number (KTP/eKTP) registered in FWD Insurance

4. Click to verify
5. Submit the transaction you need

If you have already registered but have not linked your policy, you may follow these steps:

1. Select the menu “Insurance” on the bottom right of the homepage
2. Enter the requested information:
   1. Select “Indonesia” as the country from which you purchased your insurance

   2. Select the ID document type that you used during policy purchasing (KTP/eKTP)

   3. Enter the ID number (KTP/eKTP) registered in FWD Insurance

3. Click to verify
4. Submit transaction you need

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.

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:

1. The claim doesn’t meet the original policy terms (what we agreed to cover).
2. 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.
3. The claim was submitted outside of our agreed timeframe. It’s really important to submit any claim as quickly as possible.
4. 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.

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 are sorry for your loss. Head to our claims page which is over here . This has all the details you need.