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.
Written by the business, not verified by us.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.
not the most user friendly site. Retrieving my old quote and i am unable to use the birthday promo code. Had to redo everything, and even then had problem completing my transaction, had to call you staff and was advise to clear cache. luckily it works, i had another insurer on standby if the transcation couldnt get thru.
The FWD website is prone to many bugs, problems logging in, problems paying which spoils the experience and adds frustration and friction to a simple task of renewing a good insurance product.
Hi Michael, Thank you for being forthcoming in bringing this to our attention and sharing your experience. It's truly regrettable that you had a less than desirable experience. Feedback like this is important to us and has been shared to the relevant team for their action. We thank you for your patience and for choosing FWD. Take care and wishing you a wonderful weekend. Warm regards, Jeferson Maleza Customer Engagement Team
I use online frequently but I need to call your staff to guide me for this payment. Someway wrong to your software
Dear Soon Wee, Thank you for being forthcoming in sharing your thoughts with us and we apologise that you did not have a smooth journey upon check-out. Your feedback has been shared to our relevant team for their reference and action. We thank you for your patience and not giving up with your purchase. Stay safe and wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team
After purchasing the policy and making payment, the website gave 503 error. It was so scary that I lost my money. Kept retrying the same error page multiple times, and finally it worked.
Dear Ankush, Firstly, our sincere apology for the unpleasant experience that you have encountered upon check-out. Instead of the normal flow of you being routed to the Thank You page that contains your policy number as a reference, you have encountered an error, though the payment was successful. We've shared this experience to our team for their necessary action to prevent such occurrence in the future. This feedback of yours is important to us and truly appreciated. Stay safe and wishing you a lovely weekend. Warm regards, Jeferson Maleza Customer Engagement Team
been renewing my car insurance and travel insurance with FWD for more than 5 years. but log in always failed. raised customer care ticket previously but was not resolved.
Dear Elaine, Thank you for raising this to us and we're sorry to hear about this, and it appears to have been a recurring encounter at your end. I have gotten our team to check on this and requested to reach out to you next week to ensure the issue you are facing will be addressed and resolved. We thank you for your patience and your continued support with FWD. Stay safe and wishing you a lovely weekend. Warm regards, Jeferson Maleza Customer Engagement Team
A problem occurs before making payment. Have to restart the whole process again.
Tried for 5 days, still can't make payment to renew my fire insurance. The page went blank after I filled out the form. UPDATE Finally, manage to finish the process and mad payment on the 7 day. Thank you
Dear Jeffrey, Thank you for bringing this to our attention and our sincere apology that you did not have a seamless experience online. We would like to understand more on your experience so that we can work with the relevant team to further investigate and take action to prevent similar experience. Would be appreciated if you can send us an email at [email protected] to provide us your policy number or HDB reference number and your contact details. Looking forward to hearing from you. Stay safe and wishing you a pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team
The experience is so-so, as it's laggy and seems that at times the system is not responding.
your website was bad after so many tries it worked
Dear MK, We're sorry to learn on your feedback. We understand that one of our team members Christina has reached out to our policyholder and was informed that everything is in order and someone has helped purchased the policy on behalf. If you could share more details of the encounter, kindly drop us an email at [email protected]. Feedback like this is important to us to help work on any area of improvement. We thank you for your patience and for sharing your experience. Stay safe and wishing you a wonderful weekend. Warm regards, Jeferson Maleza Customer Engagement Team
The questions were not too friendly... I had re-fill the form 3 times as I wanted to get insurance for my property which is rented out, but the questions were geared towards me getting an insurance for my lived-in property.
You provided an online link for renewal of policy via sms and/or email. We used our Samsung phone to link on to the website.....but it does not work. Tried several times over the last 2 days... still failed. Contact your helpline. this morning... an officer informed me that it works and asked me to try again..... I did try gain but it still cannot work. Your officer did not advise me to try other devices/computers. Called your help line again after failing to access your website. Took some time to connect with an officer ... managed to get hold of "Raj"... After discussions with him, he informed me that the FWD website does not work if we use Android web bowser or Safari browser. It only works with Google Chrome. My complaint/feedback is : why can't your company fix the problem or tell your customers upfront that we can only use Google Chrome to access your web site? Very disappointed.
Dear Toh Leh Then, Thank you for being forthcoming in sharing your experience through our Trustpilot Review Page. We are sorry on the less than desirable experience that you have encountered in completing your purchase. We apologise that there may have been misunderstanding on the conversation brought about by the intermittent performance concering Safari for Android users. We have shared this feedback to our team for their review. Nonetheless, we thank you for your patience and for not giving up on your purchase and for choosing FWD. Stay safe and wishing you a wonderful weekend. Warm regards, Jeferson Maleza Customer Engagement Team
Can't save or print policy on mobile device. Can't take screenshot either due to security policy.
Dear Andy, Thank you for sharing this to us. Indeed for Android users our App doesn't allow screenshots due to its brands own proprietary UI base. We are working on how this could be enhanced to cater the needs of those users. We suggest that you may log in to the customer portal on your laptop/desktop or chrome browser in your mobile instead to download and make changes in the policy. Understand a team member Krissy has also spoken to you. Feel free to reach out to us any time and we'd be very happy to assist you. Thank you Andy for choosing FWD and have an amazing weekend. Take care. Warm regards, Jeferson Maleza Customer Engagement Team
The overall process was ok, however there seems to be some bugs or glitches as I would need to retry the page a few times as when I tap on review my quote it brings me to nowhere with blank page.. I needed to retry a few times before I am able to make the purchases successfully. please check on this. thank you
Promotions were not obvious. Payment screen had to many ‘PAY NOW’ very confusingl
web site stuck many times, first payment did not go though to the next page - very poor technology
Dear Raj Thank you for sharing your thoughts to us and our apology for the unexpected experience that you have encountered. Indeed, our team has identified a hiccup during the said duration and has since then rectified. We value your feedback as this would help us not just cite but work on the area of improvement to provide a seamless customer experience. Thank you for your patience and for choosing FWD. Stay safe and wishing you a wonderful weekend. Warm regards, Jeferson Maleza Customer Engagement Team
took some time... payment.
your mobile UX doesn't work. You tried to increase my premium after i visited the page for the 3rd time, ridiculous. I initially wanted to add more protection but after you tried this cheap analytics stunt, i did not.
unable to log in the app and portal despite numerous time of forgetting password. it just doesnt load
Dear Hendrick, We're sorry that you were facing difficulty logging in to your FWD Customer Portal. On the said date, we have identified an intermittent issue on our Online Service causing failures in logging in. Upon checking our records, your account is in order and should be able to log-in as expected. Should you face any hiccups, feel free to connect with us and our team would be delighted to help. Stay sage and wishing you an Amazing weekend. Warm regards, Jeferson Maleza Customer Engagement Team
I was unable to purchase the home insurance for the 28% off promotion till 1 May 2022., your website is having trouble. tried email but no response
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