FWD

paused at one part of the site.

Thomas WongSingapore · 2 reviews · Verified · Posted 2022-03-17

Pay now save image always forced…

Pay now save image always forced closed the app

12 months instalment only avail for…

12 months instalment only avail for OCBC, should have more than 1 choice

Did not receive the activation email in…

Did not receive the activation email in order to sign up to the FWD app to manage the account. Tried to re-request it online. Didn't work either. The process is broken. OK for "selling" insurance. Not OK in servicing.

Did not state the COVID is COMPLETELY…

Did not state the COVID is COMPLETELY excluded (including indirect medical and other coverage) from travel claims up front during purchase. Had to repurchase the entire thing again to add COVID cover after reading through full policy. App doesn't allow DIY cancellation as the robot Help illustrated; still pending human response on the former COVID-less policy.

only after i get guidance from your…

only after i get guidance from your staff, then is ok

The website is very buggy

The website is very buggy. Took me more than 5 tries before I managed to renew and pay for my Maid Insurance. But I got a call back from FWD very promptly after I posted my Trustpilot review.

I have tried a few times to make…

I have tried a few times to make payment for my car and the payment didnt go thru successfully. I really dont know what went wrong.

While making payment with DBS Debit…

While making payment with DBS Debit card Dutch language shows up. Why? How to get English in place of Dutch?? Please reply on my Email. Thanks. R N Prasad

Better user interface

on the main page of the "Home Insurance", it will be clearer for the user of your website if you add the word "Renew" to your "buy" button to something like "Buy/Renew". At least the user will understand that the page is for renewal too.

web page frozen many times

Not fully recognized yr insurance…

Not fully recognized yr insurance company, so no any comments can write. Thank Q

Renewal notification should also be…

Renewal notification should also be send to customers email as it is easier to read compared to on a handphone. I tried to forward the message to my email but it failed.

I was unable to renew for the 2 years…

I was unable to renew for the 2 years period due to a technical issue on the payment page. Although a customer service officer contacted me regarding how i should make payment for the 1 year renewal instead. I think it is something that the IT team needs to look into and resolve the issue quickly. Not good for an almost online company. FYI, the error has been there for the past 1.5 weeks.

Extension of 5% discount for renewing…

Extension of 5% discount for renewing customers should not have an expiration as I am still renewing. While the discount is offered to drive early bird renewals, a renewal is a renewal, early or late.

As we apply new passport for the maid

As we apply new passport for the maid, we were not informed to proceed with the renewal and any update can be done later. We would have escalated with helper renewal with MOM instead of waiting for the renewed passport. The Insurance agent should more engage with the customer to avoid blocks in the process.

I needed to extend my trip twice

I needed to extend my trip twice. Not sure why it didn't work when I went to the 'manage policy', just kept 'something went wrong please try again'. So I ended up buying new policy twice.

Misleading with promotions.

Website buttons not working

Website buttons not working! I tried over 7-10 times and spent 2 hours trying to buy the home fire insurance. The options for retrieving password is not working, and for some reason it refused to allow my purchase for the longest time and errors message that my email was wrong or incomplete but it’s not? Some buggy issues need fixing urgently.

Our car's COE expires mid way through…

Our car's COE expires mid way through the 12 month insurance policy. I am told there will be a 20% "admin" fee on the balance due at the time of the COE expiring!