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.
以上内容由商家自行提供，未经平台核实。FWD（www.fwd.com.sg）在 OK.one 的综合评分为 3.0 分（满分 5 分），基于本站收录的 971 条用户评价，属于金钱与保险分类，口碑一般。21% 的评价为 1 星，差评比例偏高；商家回复了 79% 的差评；近 12 个月新增 37 条。数据最后更新于 2026-10-24。
I had an easy time submitting my claim, although I took so much time trying to retrieve documents! A little bit of going back and forth but all my mistake as I could not locate my documents. Fabian Yeo who was managing my case was most patient! I wasn't too confident of the outcome of the claim; everything was explained simply and clearly in their final email. Thank you for the excellent service!
Easy to apply, good coverage medical/geographical, Reasonable pricing and conditions.
Quality is poor and sofa seating not comfortable
The customer care is very helpful. But I was forced to speak to AI bot before I could reach the customer care. and then explain the same thing to the customer care officer. If your bot is not completely trained, pls dont experiment it on your customers. Everybody's time is valuable.
Dear Ashwini, Thank you for taking the time to share your feedback. We're pleased to hear that our Customer Engagement team was able to assist you, and we appreciate your kind words about the service provided by our contact centre agent. At the same time, we are sorry to learn about your experience with the voice bot and understand your frustration in having to repeat the same information when transferred to an agent. We recognise that your time is valuable, and your feedback is important in helping us improve the customer experience. We'd like the opportunity to review your experience in greater detail. Kindly email us at [email protected] with the subject line "Trustpilot Review", and include your policy details together with a description of your experience during that interaction. This will help us better understand the circumstances and work with the relevant teams to address and mitigate the matter. Thank you again for your feedback and for helping us improve our services. Kind regards, Jeferson Customer Engagement Team
I live in Singapore but went to Xining via Kuala Lumpur. Flight was delayed for close to 20 hours for the Shenzhen (stop over) to Xining leg. Submitted a claim form for this. The company just wears you down with going back and forth asking for documents that are not relevant imo, such as my bus tickets getting into Malaysia and out of it. And the entire process drags on. Updated 1 August: I got the claim settled so am updating this review. Always had a good impression of FWD travel insurance because of previous claims. This time, it took much longer. They must have expanded so much they need to get a third party to handle the claims so I hope their agent bucks up.
Dear GH Lim, Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how frustrating it can be when a claim requires additional information and takes longer than expected. For travel insurance claims, one of the policy requirements is that the insured journey must start and end in Singapore. As part of the assessment, we may therefore request supporting documents, such as airline, bus, or other travel tickets, to verify the full travel itinerary and eligibility of the claim. We'd like the opportunity to review your case further and address your concerns as soon as possible. Kindly email us at [email protected] with the subject line "Trustpilot Review", and include your claim details. Our team will prioritise the review and reach out to you promptly. We appreciate your feedback and look forward to assisting you. Warm regards, Jeferson Customer Engagement Team
Good. Fast and reliable
Dear Han Le, Thank you for taking the time to share your feedback. We're sorry to hear that your experience with our website did not meet your expectations. We'd appreciate the opportunity to better understand the issues you encountered so that we can investigate them further and work with the relevant teams to address and mitigate the matter. Kindly email us at [email protected] with the subject line "Trustpilot Review", and include your policy details along with a description of your experience. Once received, we will review the feedback promptly and follow up accordingly. Thank you for helping us improve our services. Kind regards, Jeferson Customer Engagement Team
Finally I got my settlement, I was getting worried.
Dear Dave, We’re sorry to learn about your experience and the 1-star rating you’ve shared. Thank you for bringing this to our attention. Upon checking, we understand that a settlement offer was emailed to you on 1 April 2026. It is possible that the email may have been filtered into your spam or junk folder. Our team has since reached out again to resend the offer and to obtain your acceptance. We note that you have responded, and arrangements are now underway for the payout to be processed soon. We appreciate your patience and understanding, and we wish you a pleasant week ahead. Sincerely, Jeferson Customer Engagement Team
I just wanted to leave a review for Imani because she provided truly exceptional customer service today. I contacted REVOLVE + FWRD regarding a delayed package, and she immediately took the time to personally call UPS and investigate what was going on. She stayed on the phone, followed up thoroughly, and thankfully figured out that the package was delayed and not lost. Not only did she help with the package issue, but she also kindly assisted me with resetting and updating my account email. She was patient, professional, caring, and incredibly kind throughout the entire process. It’s honestly rare to come across customer service this thoughtful and attentive anymore. Thank you so much, Imani, for going above and beyond. You truly made a stressful situation so much easier 🤍
Most of my claims that were within coverage (keyword: within coverage; their coverage is narrower than other insurers) from a snowboarding accident went through. However, my emergency phone bill is currently causing a lot of trouble. My phone bill showed exactly which numbers were called, and 80 USD was to FWD's emergency hotline or FWD's customer service line, which I was directed by the emergency line to call. Further, I was not offered reimbursement for calls to hospitals, which was explicitly stated to be covered ("medical facilities") in the wording their staff had sent to me when making the settlement offer. They only wanted to reimburse me 31 SGD, it was a complete slap in the face. I'm currently appealing the decision. Edit: appreciate the fair resolution of my case. Thank you.
Dear Taroko, Thank you for taking the time to share your experience with us. We’re sorry to hear about the frustration you’ve encountered with your claim, particularly regarding the emergency call charges and the perceived inconsistencies in coverage and reimbursement. We understand how important clarity and fairness are during such situations, especially following an accident, and we truly regret the disappointment caused. Thank you for highlighting this to us, your feedback is important and helps us review and improve how we communicate and manage claims. Please be assured that your case has been shared with the relevant team for further review. We also note that our team has recently reached out to you via email to provide an update following a closer assessment of your claim. Thank you again for your patience and wishing you a safe and pleasant Friday and weekend ahead. Sincerely, Jeferson Customer Engagement Team
Your IT has never changed, website super slow, payment needs to do twice to be able to proceed. Fire your IT manager, he/she is here to pass time
Dear Tan Jui Nguang, Thank you for taking the time to share your feedback with us. We’re sorry to hear about the difficulties you experienced with our website performance and the payment process. We understand how frustrating it can be when things don’t work as expected, especially when you’re trying to complete a purchase. Please be assured that we take such feedback seriously, and your comments have been noted for our team to review and investigate further. Our aim is always to provide a smooth and reliable experience for our customers, and we’re continuously working to improve our systems. Sincerely, Jeferson Customer Engagement Team
Seamless. Good customer service.
Having been an FWD Travel Insurance customer for the last four years, I’ve had a consistently positive experience. I’ve made two claims during this time: one for a vehicle break-in during a trip to Perth and another for a GP consultation after returning from a cruise. Both processes were handled entirely online, were easy to navigate, and were settled promptly. I plan to continue using their services for the foreseeable future.
The cookies bar jammed there and I can't click to proceed.
My husband bought travel insurance from FWD Singapore for a trip (10–15 March). Had a genuine claim due to a 24-hour flight delay during the insured period. Claim was rejected by claims executive Amanda Low. She said the policy only starts on 10 March, but our departure flight was 9pm the night before — even though coverage dates clearly matched the trip and the delay happened within the insured window. Asked for a reasonable review given how marginal the timing was, but she stuck rigidly to technicalities with zero flexibility. If you’re considering FWD, just be aware: even if your claim is valid in spirit and clearly within your travel period, you may still be denied based on strict technical interpretations with no flexibility. Extremely disappointing given that my family and I are repeated customers and have purchased from FWD regularly. Makes you question the value of the coverage when it matters most. Would not recommend.
Dear Sarah, Thank you for sharing your experience with us, and please accept our sincere apologies for the delay in acknowledging your feedback. We understand that similar feedback was also raised on another platform, and we have since coordinated closely with our Claims team to look into the matter. We note that Marco, the officer handling your case, has now addressed and settled the outstanding item accordingly. We appreciate your patience and your openness in highlighting areas where we can improve. Your feedback is valuable to us as we continue to enhance our service and processes. Wishing you a pleasant weekend ahead and stay safe. Sincerely, Jeferson Customer Engagement Team
I encountered a travel disruption during a recent travel in December 2025. Upon my return, I lodged a travel disruption claim with FWD. However, FWD uses third party company - Ajax Adjusters & Surveyors Pte Ltd (A&A) to process their travel insurance claim. Calling FWD hotline doesn't help as they depend on A&A and A&A will reply after repeated calls to FWD. And I received a mail pertaining to my claim after 25 days claiming my documents were corrupted. It's now almost a week after my reply to them and re-submitting all the documents. I am still waiting for them to review my claim......
Very poor confirmation page. I became a PR, and there was no way to confirm my details as an employer. Now the policy is issued under the wrong IC.
Oh, yes. Very good.
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