FWD is one of the top online insurance companies in Singapore. We offer a wide range of insurance solutions from car, travel, maid and life with an instant online quote.
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Is FWD legit?
FWD (www.fwd.com.sg) has a 3.0 out of 5 rating on OK.one, based on 971 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. 21% of reviews are 1 star, a relatively high share; The business has replied to 79% of negative reviews; 37 of them were added in the last 12 months. Last updated 2026-10-24.
I always buy travel insurance from FWD as it is cheaper and very much easier than others. I am very glad that they have added pre-existing illness for the travel insurance. Great. Now I have peace of mind in going overseas with my medical conditions. Thank you FWD!
Reply from FWD2024-09-20
Hi Viswa,
We're very glad to receive such awesome feedback and 5-star rating from you.
At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your buying experience with us and also making FWD your insurance of choice!
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Wishing you a safe and pleasant weekend ahead! :)
Sincerely,
Customer Engagement Team
Easy to use Apps and the required most important particulars information to apply for insurance is kept to the minimum and thus is time saving for us.
Reply from FWD2024-09-20
Hi Chwee Guan,
Thank so much for the 5-star rating and awesome review!
We're truly delighted for the trust. We try hard to provide the best possible service and products to our customers. FWD believes that insurance should be simple, reliable and direct.
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Again, thank you and have a fantastic day! :)
Sincerely,
Customer Engagement Team
Have bought many times travel insurance with FWD. So far so good. All at the click of the mouse. Less than 7 minutes to finish the process.
Smooth and easy. Straight forward. Hopefully the same will be if there's any claims to be made! Touch wood!
Reply from FWD2024-09-20
Hi Lailah,
We truly appreciate your 5-star rating and positive feedback.
Rest assured that we will maintain what's good and continue finding ways to make things better at FWD; and that on the center of it all will be our customers and how we could make insurance simple, reliable and direct.
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Thank you once again and cheers to an awesome day! :)
Sincerely,
Customer Engagement Team
We have always enjoyed being able to secure our travel insurance cover with FWD as they are easy to work with and to complete the insurance cover needed. They are also very reliable in meeting their obligations for travel claims as they respond very promptly.
Reply from FWD2024-09-20
Hi Charles,
We want to thank you for the kind words you have shared in this review.
At FWD, we are in a mission to change the way people feel about insurance, and believes that insurance should be simple, direct and reliable - as the way it should be. We are so glad that you see our efforts in making this mission possible.
Feel free to contact us for any assistance that you may require and we'll be happy to help you.
Thanks once again and have a lovely day!
Sincerely,
Customer Engagement Team
Hi Lim,
We're glad to receive such lovely feedback and 5-star rating from you.
We are committed to change the way people feel about insurance and we're happy that you are letting us know we are on the right track. Thank you so much for your support and for trusting FWD with your insurance needs.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Keep safe and have a wonderful day!
Warm regards,
Customer Engagement Team
Straight forward, clean user experience. Great follow-up, including providing pdf page of policy etc.
Reply from FWD2024-09-20
Hi Ashley,
We are truly grateful to receive this positive review and 5-star rating!
It makes us happy reading such review, thank you so much for your support and trusting us with your insurance needs.
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
We wish you an awesome day! :)
Sincerely,
Customer Engagement Team
Travel Insurance - Their on-line application is simple and easy.
Made a Trip cancellation claim and the refund was approved in amazingly short time soon after all the supporting documents were submitted.
Reply from FWD2024-09-20
Hi Edward,
Thank you so much for your positive rating!
It makes us happy that we have your support as an awesome customer. We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Again, thank you and have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
My baggage and content were damaged from yellow oil spilled by unknown pax. Upon collection at the belt, baggage was covered in that oil which has seeped into my baggage - clothes and internal compartments were drenched in yellow oil. And yes, the baggage cannot be used and my clothes, bags cannot be washed (as witnessed by airline and airport staff, everything has been thrown away).
Subsequently, I submitted a claim for baggage damage, waited for 3 weeks, and was told that my claim was rejected. Reason from the claim exec is that my damage is classified under “loss or damage of baggage due to wear and tear (which includes scratches, discoloration, stains…). I’m not too sure if my english proficient is bad or the claim exec just do not wish to perform any paperwork, it clearly states that damage caused by “wear & tear” and for my case, it is not caused by wear & tear. Now, I am seriously doubting the credibility of this firm.
Reply from FWD2024-06-12
Dear Jeannie,
We're sorry to learn on the unfortunate incident during your recent travel.
Thank you for raising your concern and sharing your feedback towards your recent claim experience.
We have shared your feedback to the respective team and we understand that the officer in-charge Su Yi has reached out to you yesterday. We will await for your response on the clarification or required documents that our team needs in order to further assess the claim.
We thank you for your patience and for being forthcoming in sharing your thoughts to us.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
I recently had the pleasure of working with Naysa Koh regarding a refund for a travel insurance policy I purchased. On the same morning I bought the policy, my child was unexpectedly hospitalized, necessitating the purchase of a new policy.
Naysa was incredibly helpful and understanding throughout the entire process. From the moment I explained my situation, she displayed genuine empathy and professionalism. She guided me through the necessary steps to secure a refund swiftly and efficiently, ensuring that I felt supported every step of the way.
Her friendly demeanor and willingness to assist made a challenging situation much more manageable. Naysa’s exceptional customer service and dedication to helping her clients is truly commendable. I am deeply grateful for her assistance and would highly recommend her services to anyone in need of insurance support.
Thank you, Naysa, for your outstanding help and kindness!
Reply from FWD2024-09-20
Hi Sher Ning,
We hope your week is going well.
We're definitely thrilled to receive such a wonderful review for our dear Naysa. It's customers like you that gives us the encouragement we need to keep going as we strive for service excellence. Thank you so much!
Please do not hesitate to let us know should you have queries or clarifications about your policy, and we will be happy to assist.
We look forward to serving you in the future. May you have a lovely day!
Sincerely,
Customer Engagement Team
The officer Ms Koki is very helpful, friendly and knowledgeable. Very patient to guide me to fill in the form and payment.
Reply from FWD2024-09-20
Dear Customer,
Thank you so much for the 5-star rating and your kind appreciation to the service rendered by Koki.
Compliments like these are truly motivating to the team as we strive towards service excellence. We are glad to know that you got the help you needed, and we'll be more than happy to assist you again should you have any concerns.
Thank you once again for trusting us with your insurance needs.
We look forward to serving you again in the future!
Have a very beautiful evening! :)
Sincerely,
Customer Engagement Team
I've submitted my claim on 15th April 24 for Europe trip. All the supporting documents submitted.
However, there are no responses from FWD since the day submitted after numerous emails to check the status.
In addition, I've also made a call to customer service. They helped to send Urgent email.
Up-to-date, no response from FWD at all.
Reply from FWD2024-05-30
Dear Lim Bee Tee,
Thank you for sharing your claims experience recently, and we're sorry that we've fall short of the expectation.
Our sincere apology for the delay in view that our team has received a significant amount of claims. We strive to clear and attend to these in a more timely manner knowing the importance of our customers experience.
We understand that our team has reached out and share the settlement details of your claim with us.
We hope everything is in order and feel free to connect with us should you need help, we'd be glad to assist.
We thank you for your patience and wishing you a pleasant week ahead. Stay safe.
Sincerely,
Jeferson
Customer Engagement Team
Hi Derric,
We're happy to know that we have a supportive customer in you! :)
More so, we're thankful that you took the time to share your purchasing experience with us. Rest assured that we will continue to strive for excellence in everything that we do.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Cheers to an awesome week! :)
Sincerely,
Customer Engagement Team
When navigating we selected PRE-Existing coverage but when we checked out, it was not covered. Now need to find out more from a agent. They need to fix their system. Its misleading
Reply from FWD2024-05-27
Dear Vijay,
We're sorry to learn on your feedback.
I understand our team member, Grace has reached out to you on Thursday to clarify and understand your experience and share more or how to add on the pre-existing rider.
We thank you for choosing FWD.
Stay safe and have a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
The class by your claim adjustor, AJAX is exceptionally long. Submitted claim on 18 April and received response only on 14 May 24, 4 days short of one month.
Reply from FWD2024-05-16
Dear Ken,
Thank you for sharing your recent claim experience and we're truly sorry on the delay and for not meeting your expectation.
Your feedback has been shared to our claims team and we acknowledged that we have significant influx of claims submitted recently due to peak period. Our team endeavors to clear the back logs, and strive to deliver our best to provide a better experience to our customers.
I understand from our team that we have since processed the settlement of your claim.
We appreciate your patience and understanding.
Stay safe and wishing you a pleasant week.
Sincerely,
Jeferson
Customer Engagement Team
I wouldn’t have rated the company 4-star if not for the quality help rendered by Ms Naysa Koh.
The travel claim which I submitted was bluntly rejected by the Claims Team. After purchasing a travel policy, I was unfortunately unable to make the trip due to the sudden passing of my youngest sister early January 2024 (same day of our trip), thus the entire vacation was cancelled. Since I was still grieving, I reached out to FWD only after 2 weeks wanting to understand the process of the claim, however, I was advised by another customer engagement officer that my claim was unlikely to be honoured, despite me having opted for an optional enhanced benefit (CANCEL FOR ANY REASON). I followed up with an official email and did not hear back for months until the team claimed to have responded to me, an email which I was unable to locate. Anyway according to Naysa, the content of the email was that my claim was not successful. I was of course utterly disappointed with FWD for the lack of compassion since the trip was canceled due to a death in the family, besides the enhanced benefit option would have covered me anyway but unfortunately it was not, because the travel policy was purchased less than 3 days ahead of my trip. Guess that was where the lack of compassion came into play. After having spoken to Naysa, she kept apologising but I told her it obviously was not her issue. She was very patient even when I sounded unhappy with the company’s decision. I provided her with my view that the least FWD could have done was to refund the premium since the trip never materialised. I was really surprised when I received a call from her the next day informing me that she had submitted the refund request on my behalf and it was successful. It then struck me that Naysa is so customer focused!
I congratulate FWD for having such a sincere, thoughtful and helpful employee but I do not agree that it had bluntly rejected my claim.
Regards,
Pauline
1:18am
10th May 2024
Reply from FWD2024-09-16
Hi Valtino,
We're truly grateful and thrilled to have received your generous feedback for our dear Naysa!
This compliment is truly motivating to her and the rest of our team as we strive towards service excellence. At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice!
Feel free to contact us for any assistance that you may require and we'll be happy to help you. And, we hope that you could also share your experience with your friends and family too!
We wish you a fantastic week! :)
Sincere regards,
Customer Engagement Team
Thanks Jeferson for your reply on 14 May 2024..........
I did not receive an explanation for my recent issue with an insurance representative.
My policy was accepted after premium payment was made without any prior notice that it shouldn’t be accepted due to the policy start date and not in Singapore. If I were to know this earlier, I could have cancelled my scuba diving trips knowing that I would not be covered for any illness or accident that may happen to me.
In the event that I did not submit a claim, FWD would simply accept our premium, which would not be fair and unethical to the consumer.
----------------------------------
Thanks Jeferson for your reply on 14 May 2024.
In the sales journey, you indeed asked "I’m leaving Singapore on"....
Unfortunately, I purchased the policy on the same day as I left Singapore.
As such, is this sufficient to recognize and filter any potential purchases that is already out of the country?
Reply from FWD2024-05-14
Dear Hazel,
Thank you for being forthcoming in sharing your thoughts and we're sorry for the undue disappointment that it has caused you.
Indeed our travel insurance eligibility is it has to be purchased before leaving Singapore and the trip has to start in Singapore. In the sales journey, we ask "I'm leaving Singapore on" - to hopefully identify and filter any possible purchases that is already out of the country.
We acknowledge that it was not the outcome that you've hoped for and your feedback has also been relayed to our team for future enhancements on our policy eligibility.
Stay safe and wishing you a pleasant weekend ahead.
Sincerely,
Jeferson
Customer Engagement Team
unable to log in, expired URL etc etc, This is the fifth time I try to Pay
Reply from FWD2024-05-14
Dear Anette,
We're sorry to learn on the unpleasant purchasing journey and thank you for sharing your feedback with us.
This will be shared to our team for them to look into and hopefully prevent similar experience moving forth.
If you need assistance, feel free to connect with us and our team would be more than glad to help you.
We appreciate your patience and for choosing FWD.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
As a loyal customer who has repeatedly invested in FWD's travel insurance, I expected better treatment. During a recent business trip abroad, my laptop screen suffered damage, prompting me to file a claim through FWD's portal. However, their response was insulting—a mere $50 payout, while the repair cost from Apple totaled $1,000. This meager compensation leaves me utterly frustrated. I had anticipated at least some assistance, considering my longstanding relationship with FWD. Their justification based on my laptop's age, exceeding 36 months, only adds insult to injury. It's disheartening to discover the true extent of their service limitations under these circumstances.
Reply from FWD2024-05-14
Dear Abigail,
We're sorry to learn on the undue disappointment that your claim outcome has caused you.
We thank you for sharing your sentiments on the matter and for your support with FWD all these while.
We'd like to seek your understanding that claims will be assessed and decided in accordance to the policy terms and conditions, and rest assured our team didn't mean any insult.
With your recent feedback, I've shared this to the relevant stakeholders for their reference and consideration on any future enhancement of the benefits and pay-out.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
Hi Nur Hakim,
We want to thank you for rating us 4-stars and leaving this kind review.
It's always nice to know that our customers find our website interface is user-friendly. We put much effort to provide the best possible for our customers and their satisfaction is our reward.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to an awesome week ahead! :)
Sincere regards,
Customer Engagement Team
Poor guidance for customer withh Passpwords.need to pre alert customers on it & Noy AT THE LAst MINUTE????2
Reply from FWD2024-04-24
Dear Sim Beng Huat,
We're saddened to learn on your 1 star rating and dissatisfaction.
Our policy documents password is standard across the board and it's the last four digits of your NRIC followed by the year of birth. Example: 123B1980
Our team tried to reach out yesterday to assist you and understand better your experience in order for us to identify any gap or issue that needs to be fixed.
Azlina has sent to you an email and looking forward to hearing from you.
We thank you for choosing FWD and wishing you a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
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