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.
Tried logging in but faced error. Had to try using fwd login but still had challenges getting through even though password is correct.
Reply from FWD2022-07-22
Dear Kendrick
We're sorry that you were facing an issue logging in to your FWD Customer Portal Account.
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 your patience and for choosing FWD.
Wishing you an awesome weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Kept encountering errors at various stages of the form -during retrieval of info after login, when submitting the form after filling in, when wanting to make payment. Each time an error occurred, I have to refreshed and re-enter all info again. It was finally a relief that I made it to the payment page and successfully made payment.
Been using FWD travel insurance several times pre-pandemic but was upset that my first purchase post-pandemic did not go as smoothly as I recall. Couldn't pay via Visa or Mastercard despite repeated attempts. Today was the last day for a promo so I wanted to make the purchase. Managed to make payment through PayNow after trying two times. I believe I have signed up for an account with FWD but have not used the service since the pandemic. Requested for password retrieval but have not heard from FWD yet. Website was unusually laggy I had to double check to make sure I am in the correct site and not a scam website. Something needs to be fixed here.
EDIT (25 Jul): FWD tried to reach me but I was already overseas in the mountains so couldn't contact them. I was able to log in to my account after I returned to SG, via two personalised emails. Will see how the system goes again when I travel next time.
Reply from FWD2022-07-22
Dear X Ru,
Thank you for taking the time to share your experience.
We're truly sorry that you did not have a seamless experience at this instance. Feedback such as this is important to us as this will help us cite and work on any gaps and hiccups to provide a better experience to our customers.
Our team members has tried reaching out to you. Feel free to connect with us should you need any assistance, we'd be more than happy to help.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards
Jeferson Maleza
Customer Engagement Team
There's a bug in the platform that need fixing! I filled up details and ready to proceed to payment. But the next stage did not happen with a prompt that says 'try later'. And I have been trying for the last 24 hours without success. Finally, had to put a call thru to the call centre. They were efficient. However, I lost out on a promo of 20% due to the platform glitch. Not a good experience !
Reply from FWD2022-07-08
Dear Ted Choo,
Thank you for sharing your feedback to us. We apologise that the journey may have come across as unfriendly.
We have noted that one of our team members has also spoken to you and addressed your feedback.
We thank you for your patience in not giving up on your purchase and for choosing FWD.
Wishing you a pleasant day long weekend ahead!
Warm regards,
Jeferson Maleza
Customer Engagement Team
Confusion from the start. I just want to renew my maids insurance policy and the info says that the start date is one date after work permit expires and that will be on 10/8/2022?
WHY?
The insurance expires only on 9/10/2022 so i have proceeded to renew from 10/10/2022, upon expiry.
The robot is useless , just as other robots in all other websites. I can accept that.
Policy is also SO expensive. with zero human service how can i be a happy customer ?
Pay so much, no service, everything DIY! No way can give a 5 star. sorry.
Reply from FWD2022-07-12
Dear Cat Ng,
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
Dear Michael.
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 weekend ahead.
Warm regards,
Donna Ang
The system did not allow me to complete purchase process last night few minutes before expiry of GSS promotion period.
So booking it this morning incurred me an additional 5% in premium.
Reply from FWD2022-07-02
Dear Michael.
Thank you for highlighting this to us and we're sorry to learn on your experience.
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 weekend ahead.
Warm regards,
Jeferson Maleza
Many error messages and have to start over. Asked to login many times and wait for a verification SMS, Very cumbersome and takes a long time to succeed.
Filled in everything till the end, until a message came out saying there was an error during selecting payment method.
Had to start the whole application process all over.
(Application process WAS very short and smooth though)
You have a Premium Business and First Plans. After deciding only Premium has a select button. Can you also put a select button on Business and First Plans, just below or above the upgrade button?
Dear Mdm Chia,
Thank you for sharing your review on Trustpilot.
We've noted on your feedback suggestion and has shared to our sales and marketing team.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Insurance PDF Document - Must it be locked?
Hi this my 2nd time encountered the inconveniences of this locked document as my son just bought a FWD travel insurance recently and I was given a copy to keep just in case. The previous experience I had was our recent expired Home Insurance which we found very inconvenient whenever we need to check and read the details that we have insured. I am just wondering is there a way that our insurance policies can have an option to do without any password? and what is the risk behind it when we get to see the document as per normal documents? I am just happy that others are not yet adapt this password method as I had to print out my FWD home insurance the entire hardcopies just in case I forgotten my passwords after so many years of insured. Hope FWD will look into this feedback so that I will have one more choice to choose for our future insurance policies. Thank you !
The quotation website and subsequent registering to purchase an insurance plan frequently had problems, indicating that an unexpected error has occurred. I had to retry multiple times before I could successfully get through my request.
unsucessful purchase multiple times without a clear explanation why
Reply from FWD2022-06-23
Dear Ng Shi Wei,
We're sorry to learn on your experience and thank you for bringing this to our attention. One of our team members has tried reaching you yesterday.
We have noted that there were indeed a couple of attempts at your end and were unsuccessful. We'd be glad if you can provide us details of the challenge you've encountered (eg. any error message, and which part) by emailing us to [email protected].
Here we'd like to thank you for your patience on not giving up with your purchase and for choosing FWD.
Wishing you a pleasant week ahead, and stay safe!
Warm regards
Jeff
Hi RGS,
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
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