FWD

Dear Jui Jong Pang, We're sorry to learn on the experience and hope your wife has recovered and feeling well. We may not have the full account of the claim circumstance and documents submitted, however, allow me to share that for Trip Cancellation Claim may it be against Travel or Covid-19 Policy, the most common required document/proof, is a letter from the provider stating that it's non-refundable or they can only partially refund. This is because, what we cover is the non-recoverable/non-refundable portion. Such, that if one decides to cancel the trip, they need to inform the provider whenever possible and seek for a refund first. If there's no refund, together with the proof, then to submit a claim. If there's no loss, then there's no pay-out to be made. To understand better on your feedback, we would appreciate if you can send us an email to [email protected] and provide us with your policy number/claim reference number and a copy of the bus and hotel bookings showing that it's non-refundable. We'd be glad to work closely with our claims team to revisit the claim. Meanwhile wishing you a pleasant Friday and weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Sally, We're sorry to learn on your experience and we'd like to understand the journey better. Our team attempted to contact you on 28 Nov 2022, however, we didn't manage to reach you, we may have caught you at a bad timing. As voice of customers are important to us, appreciate if you could drop us an email at [email protected] to share more details of the challenge the you have faced. We thank you for your patience and wishing you a pleasant Friday and week ahead. Warm regards, Jeferson Maleza

Hi Jing Chering, 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 a lovely evening! :) Warm regards, Customer Engagement Team

Hi Cheng Fong, 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 a lovely week! :) Warm regards, Customer Engagement Team

Dear Sock Luan, Thank you for bringing this to our attention and our apologies that while everything went smoothly, the unexpected hiccup happened when you are about to check out. Thank you for allowing our team to reach out and clarify the experience. We have since shared this to our team for their review and reference, to ensure similar instance can be prevented. We thank you for your patience. Wishing you a pleasant Friday and weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Mr. Fong, You are far too kind to spend some of your precious time writing about your positive experience. 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. Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns. Thank you so much for rating us 4-star and for this awesome review! Stay safe and enjoy your day! Warm regards, Customer Engagement Team

Dear Daniel, We regret to learn on your rating and feedback pertaining to your recent experience online. As voice of customers are important to us, our team attempted to reach out to you last week however, we didn't manage to reach you. Our colleague Kasturi has dropped you an email and we appreciate your kind response so we could understand better what went wrong and which portion of the page that an issue had surfaced. We thank you for your patience and looking forward for your response. Stay safe and have a pleasant Friday and weekend ahead, Warm regards, Jeferson Maleza Customer Engagement Team

Hi Colin, You are far too kind to spend some of your precious time writing about your positive experience. 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. 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 enjoy your Friday! Warm regards, Customer Engagement Team

Hi Marcus, We want to thank you for the kind words you have shared in this review. We are really thankful for your trust with FWD's products and services. We would like you to know that your support means a lot to us and also, we have taken note of your suggestion for future consideration and review. Thank you once again for trusting us with your insurance needs. Please feel free to contact us for any assistance that you may require, and we'll be happy to help you. Have a lovely Friday, Marcus. Cheers! :) Sincerely, Customer Engagement Team

Dear JL, We're sorry to hear your feedback and experience. For Annual Travel Insurance, indeed the maximum coverage per trip is up to 90 days. This is also indicated in the policy contract. The said duration is also standard in most insurers Annual/Year Travel Plan. Our sincere apology that you were having an issue submitting a claim online through the app. We would appreciate if you can share more details of this so we can work on our respective team to investigate and rectify any technical issue to prevent similar instance in the future. You may email us at [email protected] We appreciate your thoughts and being forthcoming in sharing this to us. Stay safe and wishing you a pleasant week ahead. Warm regards Jeferson Maleza Customer Engagement Team

Hi Choon Yeah, 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. Wishing you a safe and pleasant week ahead! :) Sincerely, Customer Engagement Team

Hi Tiong Khoon, We are overjoyed to read this amazing review you left us via Trustpilot! FWD believe in Simple, Reliable and Direct and we endeavor to change how people feel about insurance. We are very glad to know that you had a positive experience with us. Feel free to contact us for any assistance that you may require, and we'll be happy to help you. Have a splendid Friday! :) Sincere regards, Customer Engagement Team

Hi Kok Beng, 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 Fook Leng, 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 and loyal customer in you. We can't thank you enough for taking the time to share your renewal 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. Cheers to a lovely evening! ;) Warm regards, Customer Engagement Team

Hi Mohamad Juraimee, We are truly ecstatic to receive this wonderful 4-star review that you have left us! :) At FWD, we endeavor to change how people feel about insurance. We are really grateful to have a supportive and loyal 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. Cheers to a lovely evening! ;) Warm regards, Customer Engagement Team

Hi Mohamed Fadli, 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 week! Warm regards, Customer Engagement Team

Dear Mr Chang, Thank you for taking your time to share with us on your feedback. We tried to call you at your mobile earlier on but you declined to speak to us. Am sorry if we have called you at the wrong timing. Appreciate if you could drop us an email at [email protected] to share more on your feedback for us to further look into it. Looking forward to hearing from you. Wishing you an awesome week ahead. Warm regards, Donna Customer Engagement Team

Dear Ada, Thank you for highlighting this to us. Understand that one of our colleagues has reached out to you and addressed all your queries. We thank you for your patience and for choosing FWD. Wishing you a pleasant week ahead. Warm regards, Donna Ang