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.
Process is simple and easy to fill up.
Price is reasonable.
Reply from FWD2023-05-03
Hi Bee Tin,
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
The procedure from your letter to pay online is not clear. And AXS under insurance does not have HDB
Reply from FWD2023-03-31
Dear Surianti,
Thank you for sharing with us your feedback.
We have since shared this to our relevant team for their future improvement. Currently you will not be able to find FWD Insurance via the AXS App but you will be able to find us via the AXS machine.
Wishing you a pleasant weekend ahead.
Sincerely,
Donna
Customer Engagement Team
Dear Vincent,
Thank you for highlighting this to us.
We have since shared this to our IT team for them to further check to ensure similar instance can be prevented.
We thank you for your patience.
Wishing you a pleasant weekend ahead.
Warm regards,
Donna
Customer Engagement Team
It's very straightforward. No hassle or diversion from the main topic.
Reply from FWD2023-03-29
Hi Muhammad Iskandar,
Thanks so much for leaving us this generous 4-star review on this platform. We are very happy to know that you had a positive experience with us.
FWD believe in Simple, Reliable and Direct! We are on a mission to change the way people feel about insurance and so we're glad to know we're on the right track.
Thank you once again for trusting us with your insurance needs.
Stay safe and have a splendid week!
Sincere regards,
Customer Engagement Team
Hi Adrian,
We are delighted to receive this 4-star review you left via Trustpilot.
FWD believes that insurance should be simple, reliable and direct. Hence, we are happy to know that your experience with us was a breeze. Thank you so much for choosing FWD and taking the time to share your pleasant experience with us.
Feel free to contact us for any assistance that you may require and we'll be happy to help you.
Stay safe and have an awesome day!
Warm regards,
Customer Engagement Team
Very simple to fill up and submit. Price looks quite ok as well. Excellent!
Reply from FWD2023-03-29
Hi Lifang,
We really appreciate your positive rating and feedback.
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 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 week ahead! :)
Sincerely,
Customer Engagement Team
Email send to me mentioning 30% discount for my birthday but i only got 25% discount for travel insurance purchase...
Reply from FWD2023-03-30
Hi Hiong Wee,
We're grateful to receive your 4-star rating!
At FWD, serving our customers is our utmost priority. We understand that you have been contacted by one of our friendly agents and she has assisted you with your birthday discount.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with 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 week ahead! :)
Sincerely,
Customer Engagement Team
Hi Agung,
We are delighted to receive this 4-star review you left via Trustpilot.
FWD believes that insurance should be simple, reliable and direct. Hence, we are happy to know that your experience with us was a breeze. Thank you so much for choosing FWD and taking the time to share your pleasant experience with us.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Stay safe and have an awesome day!
Warm regards,
Customer Engagement Team
Last step to print policy: covid policy was overlapped with main policy in the print to pdf option. No matter how I change, the pdf document is overlapped, can't read the document at all.
Reply from FWD2023-03-30
Hi Wan Yu,
Thank you for the 4-star rating!
At FWD, serving our customers is our utmost priority. One of our friendly agents has sent you an email regarding your Covid policy document.
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 day! :)
Sincere regards,
Customer Engagement Team
Hi Mohd Sultan,
We really appreciate your positive rating and 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 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 week ahead! :)
Sincerely,
Customer Engagement Team
I have been with FWD for almost 3 years. However, with the most recent experience, I have decided not to renew my family PA plan.
This was the reply from their team after I submitted claim for injury after a fall.
Quote:
Greetings from FWD Claims Team!
With regards to your insurance claim.
Please provide us with the following documents/information before we can assess your claim:
1)Full Detailed summary of the incident/accident including the location, time and date.
2)Detailed Circumstances leading to the injury
3)Please advise us with the name of your employer, and the medical group covering for your Employee Benefit.
4)Any intention for follow up?
Attached FWD’s Consent Form(To: FWD Singapore Pte. Ltd. Address: 6 Temasek Boulevard, #18-01 Suntec Tower Four, Singapore 038986)
5)Attached Attending Physician’s Statement (Please note that any fee/charges incurred isnot covered under the policy)
6)Attending Physician’s Memostating the treatment rendered and the breakdown of the bill. (Please note that any fee/charges incurred isnot covered under the policy)
7)Are you claiming from any other insurance policy or does your employer’s group medical policy provide coverage for you for this claim? If Yes, kindly furnish us the following details:
- Name of the party you are claiming from
- Amount received
We would like to check if you have submitted the original medical bills to us. Otherwise please kindly mail us your original medical bill(s) with your claim number toFWD Singapore Pte Ltd, 6 Temasek Boulevard #18-01 Suntec Tower 4, Singapore 038986. Attn: Gin
**Note: This is not an admission of liability, every claim will be finalize upon the receipt of completed documentation and information.
We hope to hear from you soon.
Thank You
Claims Executive, Operations
Unquote
Following my reply that no follow up treatment was required and I had to repeat my accident details previously included in the e-submission, the claims exec insisted on the full submission of the above documents to process my claim totalling SGD100.
The handling claims exec Yeo confirmed that all requested documents inc physician memo, company details etc are at claimant's expense and will be the standard required documents for any future claims.
This is very different from how FWD had handled my previous claims and for a fully self-service insurance provider, this is truly disappointing.
The response is curt with screenshots of claim clauses highlighted (with random strokes) to emphasize his point.
I made an effort to call into their hotline to check on the claim and but was referred back to the same claims exec who gave the same reply over email.
It seems FWD does not appreciate their existing clients and have no interest in retaining them.
Reply from FWD2023-03-25
Dear Susan,
Thank you for sharing your feedback.
On behalf of FWD team, I’m truly sorry that you’ve experienced the level of service that you’re not expecting.
At FWD, we are committed to assess and review all claims through a robust process and pay out the legitimate claims. Part of the assessment process, there will be some documents which will be required to be submitted, though I noted that there have been some challenges obtaining them.
Once again, we apologise that we're unable to make an exception for this claim and that you are feeling disappointed with the requirement.
Warm regards,
Donna
Customer Engagement Team
After the payment, we do not get to download the receipt
Reply from FWD2023-03-15
Dear Chee Beng Chua,
In response to your enquiry, after making a payment the Certificate of Insurance (COI) should also reflect for you to download while waiting for the official Welcome Email.
Upon checking within a minute after we have received the payment and policy was issued, the welcome email has been triggered to your registered email address.
We hope everything is in order, if you need any assistance, do connect with us and we'd be glad to help.
Have an awesome week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Hi Tong Kheng,
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
The wait was way too long. I just hung up on the Filippino (due to her accent), Ms Irish (if that is her name). But she called back after I hung up.
Info should be available quickly and not have your customer on hold for > than 20 seconds. If your service rep is going to take more than 20 seconds, they should be trained to inform the customer of the wait and not left us hanging there.
Please provide the necessary training to your agents.
Reply from FWD2023-03-14
Dear Hee Juay Fong,
We're sorry to learn on your 1 star rating and thank you for sharing your recent experience with us.
I understand that our colleague has reached out immediately to address the purpose of your call, and we'd like to apologise that the holding procedure took longer than usual. The feedback is duly taken and communicated to our team. Voice of customers is important to us for us to work on any gap/s being identified to better provide a servicing experience to our customers. We're grateful for customers who provide us such opportunity to improve.
We thank you for your patience and understanding and we look forward to serving you in a much positive light moving forth.
Thank you for choosing FWD and wishing you a pleasant week ahead.
Sincerely,
Donna Ang
Customer Engagement Team
payment page keep went wrong. frustrating experience.
Reply from FWD2023-03-15
Dear CW Chua,
Just as we take pride for providing a seamless and smooth experience online, we're sorry to learn that you were facing difficulty during the check-out process.
Thank you for bringing this to our attention and we're getting our team to look into and we may reach out to you to seek clarification when needed.
We thank you for your patience and wishing you a pleasant week ahead.
Sincerely,
Jeferson Maleza
Customer Engagement Team
Hi DSGN Gan,
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 week ahead! :)
Sincerely,
Customer Engagement Team
I wanted to add on Personal Accident but could not!
It is good also to have a quick note flashing my existing policies with FWD.
Reply from FWD2023-03-13
Dear Sai Tok Guek,
Thank you for your interest on our Personal Accident Add on.
Understand that our colleague, Christina has assisted you on how to go about adding the PA plan.
We'd also taken note of your suggestion and shared it to the relevant team. Meanwhile, to view and manage your existing policies, you may log-in to your FWD Online Service Account.
Thank you for choosing FWD on your insurance needs.
Wishing you a pleasant week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
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