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.
Dear Maslinah,
Thank you for taking the time to share your purchasing experience to us.
We'd like to extend our apology the issue that you have faced while making a payment using Visa or Master. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly.
We thank you for your patience and for choosing an alternative mode to complete the transaction, and thank you for being forthcoming in sharing your feedback.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
I have tried at least 5 or 6 times to get this renewal done which makes me very fed up with this transaction. I hope that this should not happen again, if the amount is too small to use Credit Cards, please indicate it on the payment advice so that we do not go in to use Credit Card but by NETS.
Reply from FWD2022-10-22
Dear Phyllis,
Thank you for being forthcoming to share in detail your experience online as regards to the failed transactions using credit card.
We'd like to extend our sincere apology for the undue inconvenience this has caused. Our team has identified the issue concerning cards transactions and had since rectified the issue. Your feedback is valuable to us as we strive to provide a seamless experience for our customers online.
We thank you for choosing an alternative mode and for your patience.
Stay safe and wishing you a wonderful long weekend ahead.
Sincerely,
Jeferson Maleza
Customer Engagement Team
Tried a number of times to pay but was unsuccessful. Stuck using mobile phone. Finally worked using desktop.
Reply from FWD2022-10-21
Dear Wee Thiam Huat,
Thank you for taking the time to share your purchasing experience to us.
We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly.
We thank you for your patience and for choosing an alternative mode to complete the transaction.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Hi there,
Thank you for taking the time to share your purchasing experience to us.
We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly.
We thank you for your patience and for choosing an alternative mode to complete the transaction.
Stay safe and wishing you a pleasant long weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Well, what can I say. Second time trying to pay by Master/ Visa and the site does not recognise both. The first time was back in Jun/ Jul 2022 (if you could find my first review). Have to Paylah instead. FWD, you ought to change your payment page to anything sans those two options. Let's see if that will be rectified the next time I'm back. Stay tuned~
Reply from FWD2022-10-21
Dear X Ru,
Thank you for bring forthcoming in sharing your experience and feedback recently. We truly regret that we have failed you during the check-out process.
We'd like to acknowledge that on the said day that you've made a credit card payment, our team has identified an issue which we were in the midst of working closely with our bank and provider. Our team has since rectified the issue for card transactions.
Our sincere apology that we did not manage to provide you a seamless check-out process as what we have hoped for. We appreciate and we're grateful for your patience and for making an alternate mode and not giving up with your purchase with us.
Our gratitude as well for choosing FWD and we hope to service you in a much positive light in the future.
Stay safe and wishing you an awesome long weekend ahead.
Warm regards,
Jeferson
Customer Engagement Team
Dear Kay Choon,
We're truly sorry for the experience you had with us on our payment gateway recently.
Our team has identified the said intermittent issue during that period and has since rectified it.
We acknowledge that this has caused not a seamless experience that we have hoped for and we thank you for sharing it with us.
Stay safe and wishing you a pleasant long weekend ahead.
Warm regards
Jeferson Maleza
Customer Engagement Team
Was not able to take part in the lucky draw. Site hung. Very disappointed.
Reply from FWD2022-10-22
Dear Glen,
We're sorry to learn that the check-out process when you purchased the policy was not seamless as we expect it to be. We noted that it has caused you an impression that you'll not be eligible for the lucky draw.
For our on-going lucky draw, if someone purchases as new business a policy from our website, he/she will automatically be eligible for the lucky draw and there will be no action required or a form to be filled up manually.
We hope the above clarifies and we thank you for bringing this to our attention as such feedback is important to us to provide a pleasant experience online for our customers.
Stay safe and wishing you a wonderful long weekend.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Everything was fine until payment section. Tried too many times but was unsuccessful event though I tried several cards and even e-nets. tried to contact them but to no avail as well.
Reply from FWD2022-10-22
Dear Mohammad Abdul Halim Bin Rosli
Thank you for taking the time to share your purchasing experience to us.
We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly.
We thank you for your patience and for choosing an alternative mode to complete the transaction.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
There was a lucky draw offered. But the link did not work.
Reply from FWD2022-10-22
Dear HL
We're sorry to learn that there was a misunderstanding on the lucky draw.
I understand that one of our colleagues Christina has reached out to you to clarify the conditions. We also thank you for sharing in detail to her the experience leading to your review.
Lastly, thank you for choosing FWD and wishing you a pleasant long weekend ahead.
Warm regards
Jeferson Maleza
Customer Engagement Team
No receipt, certificate or policy given.
Just collect money?
Please do better and provide a receipt on your webpage after payment is made.
Reply from FWD2022-10-11
Dear Andrew/Jamila,
Greetings from FWD.
Thank you for taking the call of our consultant last Friday to clarify on the feedback. We're glad that all is in order and that you have received a copy of the policy. Upon checking our record, the welcome email that contains the policy document was triggered in a minute time after the payment was successful.
We have also shared your suggestion to our team for their consideration for any future enhancement.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Ask unnecessary questions just to buy standard HDB fire insurance
Reply from FWD2022-10-12
Dear Edwin,
We're sorry to learn that you were unhappy with the purchasing journey as brought about by some questions asked along the way.
Our team wishes to clarify on this and we've attempted to reach out to you in two occasions. We may have caught you in a bad timing.
We'd appreciate if you can share more details on the specific questions to [email protected] so that we can look into and take into consideration.
Stay safe and wishing you a pleasant day ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
I did not receive my policy via email. My Policy No. : PNTR2022-00171194. Another Policy No. : PNTC2022-00113444
Reply from FWD2022-10-11
Dear Nicholas,
Thank you for choosing FWD for your travel insurance needs.
We regret to learn on the 2 star ratings. Our team has tried to reach out last Friday however, we didn't manage to reach you. Our consultant Tracy has sent you an email to attached the respective welcome emails that contain the policy document to your registered email address. Upon checking our records, the said emails were triggered within 2 minutes from the time the payment was successfully made.
Feel free to connect with us if you need any assistance, we'd be glad to help.
Stay safe and wishing you an awesome week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Hi Winston,
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
Spent time choosing the package, and I can't even make a credit card payment. Tried the chatbot and it's blocked for me. Waste time!
Reply from FWD2022-10-07
Dear Joseph,
I'm sorry to learn on your experience and thank you for bringing this to our attention.
Voice of customer is important to use to cite and work on any are of improvement to provide a better and seamless customer experience, we'd like to request for you to drop us an email at [email protected] so we could look into this and further assist you.
We look forward to your email.
Stay safe and wishing you a pleasant Friday and weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
The software is not user friendly. Never even prompt when there's a mistake in completing the form.
Reply from FWD2022-10-03
Dear Ali,
We understand that our team member has reached out to you and has addressed your concerns.
Feel free to reach out to us if you need any help, we'd be most willing to assist.
We'd like to take this opportunity to thank you for choosing FWD.
Wishing you an awesome week ahead.
Warm regards,
Donna
Customer Engagement Team
transaction successful but there is no ref number or any indication of the policy no. how do I check my purchase?
Reply from FWD2022-09-28
Dear Toh Poh,
We understand that our team member has reached out to you and has assisted you with your concern.
Feel free to reach out to us if you need any help, we'd be most willing to assist.
We'd like to take this opportunity to thank you for choosing FWD.
Wishing you an awesome week ahead.
Warm regards,
Donna
Customer Engagement Team
FWD offers a comprehensive coverage for home and other offer for all.
Reply from FWD2023-03-14
Hi Swee Huat,
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
Keying in the reference no did not work must enter my address. Fortunately, I've purchased your travel insurance before thus my details are here else I will need to keyin all my details.
I received this message when I tried to renew the home insurance - 'Oops, it looks like your policy renewal period is over. If you wish to continue your coverage, simply buy a new policy with us today.'
As result, I could not enjoy the loyalty discount and the insured amount for "Building' was reduced by $20,000.
Reply from FWD2022-09-22
Dear YS Phua,
Thank you for highlighting this to us.
Allow us to check this back-end and will get one of our colleagues to reach out to you personally as well.
We thank you for your patience and for choosing FWD.
Wishing you a pleasant day ahead.
Warm regards,
Donna Ang
Trying to make payment by AXS Apps but there is no selection for FWD Insurance.
There is no payment confirmation to view. It suddenly appears purchase successful only. Some consumer may need to keep the acknowledge of receipt.
Reply from FWD2022-09-22
Dear Amran,
We're sorry to learn on the 3 star rating and thank you for taking your time to share the feedback with us.
Currently FDW insurance is not in the AXS Apps yet but we are in the AXS machine. We are currently working with AXS to have us in the App to provide convenience to our customer.
At FWD, we value our customers voice for us to work on any room for improvement for us to better provide a seamless experience.
Stay safe and wishing you a pleasant day ahead.
Warm regards,
Donna
Customer Engagement Team
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