Critical illness claims

How to file a claim

It’s always a good idea to first check that your policy covers the claim.

At FWD, you can do this by calling our Customer Connect team on +632 8888 8388, via email or visiting one of our business hubsAlternatively, you can also check via our customer app Tapp, or the Customer Connect Portal

We also recommend you to submit your claim within 90 days of the event.

Certified original

  • We need all medical and hospital records to support a disability claim, including:
    • Hospital admission records
    • Diagnostic tests
    • Clinical abstract
    • Discharge summary
    • Other medical reports supporting the disability (for example confirming loss of sight or hearing)


  • Valid government ID. Must include date of birth, photo, and signature.

If disability is due to accident or terrorist attack: 

  • Certified true copy of police report or police traffic incident report, if any
  • Copy of any evidence of the actual terrorist attack (for example, a news report)

What does ‘certified’ mean?

This means the document must be checked and signed by the relevant authority – for example, the police or a hospital.

Via Tapp
Via Tapp
By email
By email
By mail
By mail
In person
In person

How we deal with claims


Is there a time limit for making a claim?


When will you make a decision on my claim?


How will you pay me?


Why is my claim taking so long to process?

Looking to make a different claim?
We have 'how to claim' guides for all types of insurance plans. Simply select from one of the options below.

Frequently asked questions

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