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.
Very competitive offer. Clear statement. Easy understand and meet your needs.
Reply from FWD2024-09-16
Hi Henry,
We're very glad to receive such awesome feedback and 4-star rating from you.
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. Thank you very much for trusting FWD's products and services!
Please 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 beautiful week! :)
Warm regards,
Customer Engagement Team
Hi Ee Khoon,
Thank you for sharing your experience with us and for the 4-star ratings.
We would like you to know that your support means a lot to us. We are thankful for your trust with FWD's products and services. Rest assured that we will maintain everything that is great and will also continue to find ways to make things even better for our customers.
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Stay safe and we wish you a splendid week! ;)
Warm regards,
Customer Engagement Team
User friendly and easy to apply online. Premium is reasonable.
Reply from FWD2024-09-11
Hi Raymond,
Thank you for sharing your experience with us and for the 4-star ratings.
We are thankful for your trust with FWD's products and services. We would like you to know that your support means a lot to us.
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 day ahead! :)
Sincerely,
Customer Engagement Team
Simple and fast. I would have liked to have paid with my American Express card though.
Reply from FWD2024-09-11
Hi Paul,
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
Tracy has been very patient and fast in replying to my queries about the refund for my cheque which has expired since 2023. Appreciate her service.
Reply from FWD2024-09-10
Hi Ruth,
We're grateful and thrilled to have received your generous feedback!
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 day ahead! :)
Warm regards,
Customer Engagement Team
Convenient to buy online. Straight forward n easy to understand.
Reply from FWD2024-05-16
Hi Beng Yong,
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
Early-40s singaporeans who can buy-afford their extra add-on insurances at great online-discounts for first-year premiums with FWD Singapore, are unfortunately-purposely barred at FWD Singapore's insurances even when you are still considered healthy at early-40s becos the FWD Singapore only wants to offer it's insurances to (young people ONLY in their 20s & early-30s). FWD Singapore will purposely make alot of extra things very difficult for you in the simple-online quotations-applications for early-40s singaporeans who want to buy & afford even you at early-40s still considered healthy, realistic damn realistic from the crazy extra difficult ways this FWD Singapore purposely put up in the simple-online quotations-applications for people in early-40s!!!
Reply from FWD2024-02-19
Dear V the poor singaporean,
We regret to learn of your dissatisfaction with the insurance policies and online quotation process provided by us. Thank you for taking the time to share your concerns with us.
Your feedback is important to us, and we would like to understand more about your experience with our online platform. We kindly request that you email us at [email protected] with further details about your journey online and any additional information you can provide. This will allow us to investigate the concerns you have raised thoroughly.
Looking forward to hearing from you.
Stay safe and have a pleasant week ahead.
Warm regards,
Donna Ang
Customer Engagement Team
I appreciate the seamless online application process and also the professionalism of the Customer Call Service Representative.
Reply from FWD2024-05-16
Hi Chow M Y,
We're glad to receive such lovely feedback and 4-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 Thursday!
Warm regards,
Customer Engagement Team
Train was cancelled due to railway issue and we need to book new train ticket to continue the journey. Tried to submit claim under travel delay and trip cancellation. However, the company keep pushing away to cover the cost of the ticket that it is does not meet the requirements for cancellation. I don't understand the purpose of buying travel insurance if they can't cover anything. I am never buying from FWD again.
Reply from FWD2024-01-30
Dear Shu Qin Toh,
We're sorry to learn on the disappointment that you may have felt and thank you for sharing your feedback.
For us to understand better your concern and advice you on the difference and the policy terms and condition, we'd appreciate if you can drop us an email at [email protected] and copy [email protected]. You may attention it to my name.
I will then coordinate with the respective officer and our claims team to look into your feedback accordingly.
For easy reference, Trip Cancellation is only applicable if you are still in Singapore and you decided to cancel your entire trip. In the situation that you have shared the closest applicable benefit would either be Travel Delay or Trip Disruption, however it will be subject for assessment in accordance to the policy terms.
Looking forward to hearing from you.
Stay safe and have a pleasant day and week ahead.
Sincerely,
Jeferson
Customer Engagement Team
Hi Yok Kem,
Thank you for rating us 4-star! :)
FWD believe in Simple, Reliable and Direct and we endeavor to change how people feel about insurance. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Thank you once again and cheers to an awesome day! :)
Sincerely,
Customer Engagement Team
I have filed a claim for my son whose passport was lost when we reach Changi Airport. I was told to able to claim under loss of property by FWD customer officer with relevant support report. So i submitted my claim with my valid travel policy, with original police report, with ICA loss of passport report. After a week of waiting, i have email to check my claim status, the reply is still progressing which require at least 14 days. At last they reply but with rejection, saying my son lost the passport due to carelessness, not able to claim. I reply with reason but up to now ( 10/1/2024 ) no reply at all. This is not what customer officer told me. This eventually make me lost my confidence in considering FWD as my main travel insurance coverage for all my upcoming travel.
Reply from FWD2024-01-16
Hi Kelvin,
We’re sorry to learn on your experience.
As a policyholder, it’s within your right to submit a claim against the policy for assessment together with the supporting documents under the said benefit. We regret the outcome was not successful and we understand you have raised an appeal that is pending.
We’d appreciate if you could drop us an email to [email protected] and [email protected], you may attention to my name and I will personally assist to coordinate with the relevant team to close the matter at the soonest.
Looking forward to hearing from you.
Sincerely,
Jeferson
Customer Engagement Team
Hi Quek V,
We're very glad to receive such awesome feedback and 4-star rating from you.
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. Thank you very much for trusting FWD's products and services!
Please 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 beautiful week! :)
Warm regards,
Customer Engagement Team
The digital form isn’t that effective as keep repeating the same information again and some stupid question like are you a beneficiary owner for this package or something.
I am happy with Grace Chong's reply to my claim quiry. She explained very clearly the current stage of my claim process.
Reply from FWD2024-05-09
Hi Rosie,
We're grateful and thrilled to have received your generous feedback for our dear Grace!
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 day ahead! :)
Sincere regards,
Customer Engagement Team
why is the EMERGENCY HOTLINE number getting cut off each time I call through?
I want someone to call me back at ±65 96543827 to explain this clearly or this a joke providing an emergency number only to have it not work?
Reply from FWD2023-12-15
Dear M N,
We're sorry to learn on your experience and thank you for highlighting this to us.
Your feedback is important to us and our team tried to reach out to you however, was unable to connect with you. We have sent you an email for us to look into this further and prevent similar encounter or any intermittent issue.
Meanwhile, we have done a test call during and after office hours and we manage to get a hold of our emergency assistance team.
For emergency assistance, as stated in the policy contract and under our contact us page on our website, you may keep and contact the direct number +65 6322 2072 as well.
Stay safe and wishing you a pleasant weekend ahead.
Sincerely,
Jeferson
Customer Engagement Team
Dealing with FWD online is a pain. and does not provide any sense of security or confidence. I had to try as many as 7-8 times to get my payment through. The chatbot assistant is a big joke - it does not handle the simplest of questions and keeps giving me irrelevant options. The so-called 12-12 promotions is a load of hogwash. It seems no matter what promotions you apply, the quote comes back to the same - 11-11, 12-12, loyalty renewal - just a load of marketing games.
Reply from FWD2023-12-07
Dear Rudy,
We're truly sorry to hear on the unpleasant experience that you have encountered in purchasing your policy with us.
Our IT team has identified the intermittent issue on the payment gateway and has since taken steps to minimise such occurence.
Our sincere apology for the hiccup and we thank you for your patience on not giving up with your purchase.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson Maleza
Customer Engagement Team
Hi HK,
Greetings from FWD! Thank you so much for rating us 4-star and sharing your feedback here on Trustpilot.
We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice! Rest assured that we will maintain everything that is great and will also continue to find ways to make things even better for our customers.
Feel free to contact us for any assistance that you may require and we'll be happy to help you.
Wishing you a beautiful week. Cheers! :)
Sincerely,
Customer Engagement Team
I have been trying to renew it since yesterday but the paynow just didn't work, it doesn't allow me to upgrade and the paynow screen will just hanged
Reply from FWD2023-12-02
Dear Judy,
We're sorry to learn on the hiccup that you have encountered during the renewal process.
We've relayed this experience to our team.
We thank you for your patience on not giving up with your purchase and for choosing FWD.
Do connect to us in any of our customer engagement touchpoints if you need assistance, we'd be glad to help.
Stay safe and wishing you a pleasant weekend.
Sincerely,
Jeferson Maleza
Customer Engagement Team
Hi Koon Hong,
We're very glad to receive such awesome feedback and 4-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 week ahead! :)
Sincerely,
Customer Engagement Team
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