FWD

Dear Angie, We regret to learn about the 2-star rating and we thank you for your patience on not giving up with your purchase. We apologise that you had a less than desirable purchasing journey, due to an identified issue. Our team has since taken steps to rectify the issue and prevent it from recurring. Do let us know if we can be of further assistance, or should you have queries we can help you with. We'd be glad to help. Stay safe and wishing you a wonderful day! Warm Regards, Donna Customer Engagement Team

Dear Chris, We regret to learn about the 1-star rating and we thank you for your patience on not giving up with your purchase. We apologise that you had a less than desirable purchasing journey, due to an identified issue. Our team has since taken steps to rectify the issue and prevent it from recurring. Do let us know if we can be of further assistance, or should you have queries we can help you with. We'd be glad to help. Stay safe and wishing you a wonderful day! Warm Regards, Donna Customer Engagement Team

Dear Rohan, We regret to learn about the 1-star rating and we thank you for your patience on not giving up with your purchase. We apologise that you had a less than desirable purchasing journey, due to an identified issue. Our team has since taken steps to rectify the issue and prevent it from recurring. Do let us know if we can be of further assistance, or should you have queries we can help you with. We'd be glad to help. Stay safe and wishing you a wonderful day! Warm Regards, Donna Customer Engagement Team

Dear Zeny, We regret to learn on your feedback and 1 star rating, and we thank you for being forthcoming in sharing your experience. We tried to reach you earlier today on your mobile number, to check and confirm if you have already received the emails with the policy documents, however, we were unable to reach you. Upon checking, the welcome emails and the online service activation email have already been sent to your registered email address. We sincerely apologise for the delay due to a reported issue that's been brought up to the relevant team for investigation and resolution. Feel free to connect with us if you need us to resend the policy documents or if you have any queries or concerns. We'd be glad to assist. Take care and have a lovely day! Warmest Regards, Krissy Customer Engagement Team

Dear Raymond, Thank you for taking my call just now and our apologies once again for the delay in receiving confirmation about your successful purchase. As shared, there should be an on-screen confirmation of your successful purchase and a message that states the policy documents will be sent to your email address shortly after purchase. However, there was a reported issue with our website yesterday, which lead to some delay in triggering out the email confirmation. Our team has since taken steps to rectify the issue and prevent it from recurring. We sincerely appreciate your understanding and for choosing FWD for your travel insurance needs. Please do feel free to contact us for any queries or clarification you may have. It'll be our pleasure to assist you. Wishing you stay safe and well. Have a wonderful day! Warmest Regards, Krissy Customer Engagement Team

Dear Ms. Lim, Thank you for taking my call earlier today and we thank you for your patience on not giving up with your purchase. We apologise that you had a less than desirable purchasing journey, due to an identified issue. Our team has since taken steps to rectify the issue and prevent it from recurring. Glad that you have already received the policy document as well as the transmission status notification successfully. Do let us know if we can be of further assistance, or should you have queries we can help you with. We'd be glad to help. Stay safe and wishing you a wonderful day! Warm Regards, Krissy Customer Engagement Team

Dear Mr. Tan, Thank you for your feedback and for taking my call just now. Our sincere apologies for the mobile app problem you have encountered yesterday, due to a technical issue reported and eventually resolved by the relevant team. We appreciate your kind understanding and patience, and for deciding to continue with your policy renewal. It's loyal customers like you that keeps us striving for improvements on our products and services. Please feel free to reach out to us should you need any assistance or for queries about your policy. Meanwhile, do take care and have an awesome day, Mr. Tan! Kind Regards, Krissy Customer Engagement Team

Dear Consumer, We regret to learn about the 1-star rating and thank you for sharing your feedback with us. We apologise that you had a less than desirable purchasing journey, due to an identified issue. Our team has since taken steps to rectify the issue and prevent it from recurring. Do let us know if we can be of further assistance, or should you have queries we can help you with. We'd be glad to help. Stay safe and wishing you a wonderful day! Warm Regards, Donna Customer Engagement Team

Dear YC, Thank you for bringing this to our attention. We'd like to apologise that you did not have a seamless experience during the payment process and we've also alerted our team with your feedback. We trust that you have received the welcome email to download the policy. If you need any assistance do connect with us and we'd be glad to help. Once again our sincere apologies for the less than desirable experience and we thank you for your patience and for choosing FWD. Stay safe and well always and wishing you a pleasant week. Warm regards, Donna Ang Customer Engagement Team

Dear Andrew, Thank you for bringing this to our attention and we apologise that you had a less than desirable pleasant journey during your purchase. I have relayed this to our team for their reference and review. Meanwhile, we thank you for your patience on not giving up with your purchase and for choosing FWD. Stay safe and wishing you a pleasant week ahead. Take care Warm regards, Jeferson Maleza Customer Engagement Team

Dear Achats Achats, Thank you for taking the time to share with us your feedback. While we've noted that one of our team members Eric has contacted you on 28 March 2022 and addressed your feedback. Feel free to contact us if you require any further assistance. Stay safe always and wishing you a pleasant week ahead. Sincerely, Donna Ang Customer Engagement Team