FWD

Dear Mr Tan, We're sorry to learn on the 1 star rating that you have left. We noted on the typo on your name. Understand that our colleague, Jeff has reached out to you earlier on to clarify on the typo error. The name was based on the entry that was indicated upon the initial purchased of your HBD Fire and Home insurance. Hence, the renewal also follow the existing policy name. As part of servicing your policy, Jeff has then endorsed to our servicing team to amend the typo. You should be receiving an email in the next 2 working days to download the revise copy of the policy summary. Feel free to connect with our team if you need any assistance, we'd be glad to help. Thank you for choosing FWD and have a wonderful week ahead. Stay safe. Sincerely, Donna Ang Customer Engagement Team

Dear Customer, Thank you so much for giving us a 4 stars rating! FWD believes that insurance should be simple, reliable and direct. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD. Feel free to contact us for any assistance that you may require and we'll be happy to help you. Stay safe and have a wonderful Wednesday! :) Sincerely, Customer Engagement Team

Hi OLucy, We are truly ecstatic to receive this wonderful 4-star review that you have left us! :) At FWD, we endeavour to change how people feel about insurance. We are really grateful to have a supportive customer in you. 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. Wishing you a beautiful week! Warm regards, Customer Engagement Team

Hi Sze Wei, 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! :) Sincere regards, Customer Engagement Team

Hi Wee Kien, We want to thank you for the kind words you have shared in this review. You are far too kind to spend some of your precious time writing about your experience. We would like you to know that your support means a lot to us and we are really thankful for your trust with 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. Cheers to a beautiful week! :) Sincere regards, Customer Engagement Team

Hi Peng Khoon, 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

Hi Packirisamy, We really appreciate your 4-star rating and positive feedback. It's satisfying to know that we're able to make insurance as simple as possible and our rates as competitive as it can be. At FWD, 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. Feel free to contact us for any assistance that you may require and we'll be more than happy to help you. Have a lovely week! :) Warm regards, Customer Engagement Team

Hi L Goh, We want to thank you for the kind words you have shared in this review. You are far too kind to spend some of your precious time writing about your experience. We would like you to know that your support means a lot to us and we are really thankful for your trust with 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. Have a pleasant week ahead! :) Sincere regards, Customer Engagement Team

Hi JMC, Thank you for trusting FWD with your insurance needs. We want you to know that we truly appreciate your feedback. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD. Do feel free to contact us if we could be of any help or should you have any queries and clarifications, and we will be more than happy to assist you. Stay safe and have a wonderful week! :) Sincerely, Customer Engagement Team

Hi Choen Seng, We would like to say thank you for taking the time to leave us this wonderful review for our dear Grace! She would be thrilled to know that her awesomeness is being appreciated. It's also very motivating to the whole team as we are all striving for service excellence at FWD. We are truly lucky to have an awesome customer like you, thank you so much for your support! Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns. Stay safe and have a very beautiful evening ahead! Sincerely, Customer Engagement Team

Dear Zeni Chung, We're sorry to learn on your feedback. For our missed connection benefit, we will pay if: -you miss your travel connection as a result of your scheduled public transport arriving late to the transit terminal; and -you are stranded for 6 continuous hours or more because there are no available travel alternatives. To understand the circumstance of your case/claim, we would appreciate if you can send us an email with your policy number at [email protected]. Looking forward to hearing from you. Sincerely, Jeferson Customer Engagement Team

Dear A Yep, We're sorry to learn on your experience and regret to know that you did not manage to avail to a higher promotional rate. Promotion varies from time to time, provided that it was keyed in and payment is successfully made by 11:59pm during its expiry, it should be expected to go through. Voice of customer is important to us. If you can drop us an email to [email protected] and provide any screenshot of the error that you have encountered, this would allow us to investigate or identify that the issued was caused by our website or payment gateway. We look forward to hearing from you. We thank you for your patience and for not giving up with your purchase. Stay safe and wishing you a pleasant week ahead. Sincerely, Jeferson Customer Engagement Team

Hi Kwang Yeow, 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! :) Sincerely, Customer Engagement Team

Dear Too Xing Ji, We're sorry to learn on the undue disappointment caused. Indeed promotions does vary from time to time and on our website, especially if it's the last day of the promotion for the said percentage of discount, a timer will be running to indicate the hours left. Nonetheless, we have taken note of your feedback and will be shared accordingly to the relevant team for review. Thank you for choosing FWD and wishing you a pleasant weekend ahead. Warm regards, Jeferson Customer Engagement Team

Hi Gek Cheng, 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

Hi Chee Seng, 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

Hi Chee Seng, This beautiful review from you made us smile today, thank you so much! You are far too kind to spend some of your precious time writing about your positive experience with us. We are truly lucky to have a great customer like you who is generous with compliments that are motivating to our team. Thank you so much for your continuous 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. Cheers to a wonderful week! Sincerely, Customer Engagement Team

Dear Patrick Lee, Firstly, we’re sorry to learn on the unfortunate incident overseas during your recent travel. Thank you for sharing your feedback and we hear your frustration of your claim settlement. We regret that the pay-out did not meet your full expectation for this instance. While we take pride that our Travel Insurance Policy is one of the most comprehensive and competitive in the market, we also recognize that in terms of policy limit for other specific benefits it may vary. Regretfully, the $300 settlement is the overall limit in the policy, which is made available on our website during the entire sales journey. While we empathise with your situation, we’d like to seek your understanding that we have to administer our claims according to the terms and conditions as set out in the policy document. We hope that you will accept our decision nonetheless. Patrick, your feedback has been well taken and shared to the relevant team for future consideration and review. Stay safe and wishing the rest of your week a pleasant one. Warm regards, Donna Customer Engagement Team

Hi Freddy, Thank you so much for the delightful words you said about us and for sharing your positive experience here on Trustpilot. At FWD, we strive hard to provide the best possible service and products to our customers and their satisfaction is our reward. Feel free to contact us for any assistance that you may require, and we'll be happy to help you. Thank you once again for choosing FWD! Have a wonderful evening! Warm regards, Customer Engagement Team