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.
I recently bought a FWD product but didn't receive my policy via email for 2 days ! I called the customer service and after emailed to FWD about the 'missing policy', Aisyah attended to my case promptly and help to retrieve and attach my policy to me. It's was a relief as I was worry why FWD didn't email the policy to me despite payment being made to FWD. Thanks Aisyah for the prompt action to resolve customer concern.
Henry Kwok
FWD 回复2025-01-17
Hi Henry,
We're grateful and thrilled to receive your generous feedback for our dear Aisyah!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Aisyah and the rest of our team as we strive towards service excellence.
We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Once again, thank you and wishing you a beautiful day! :)
Sincere regards,
Customer Engagement Team
Grace resolved my issue very effeciently professionally and in a timely manner.
FWD 回复2025-01-17
Hello Kalai,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Grace.
We are glad to know that you got the help you needed. Compliments like these are truly motivating to the team as we strive towards service excellence!
Thank for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Wishing you a wonderful day ahead!
Sincerely,
Customer Engagement Team
Hi Michael,
Thank you so much for your positive rating!
FWD believes in Simple, Reliable and Direct! We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Have an amazing week ahead! :)
Warm regards,
Customer Engagement Team
Spoke to Al Amin as I cant submit a travel claim online. He's patient and gentle to explain there's a system glitch and advised me to submit by email instead. He follow up with an email instruction on how to save the FWD policy document without using the password to open a document. Keep up the good work and attitude.
FWD 回复2025-01-17
Hello Jen Kee!
We are truly grateful and delighted to have received your heartwarming feedback for Al Amin.
Feedback such as this is truly motivating for Al Amin and the entire team as we strive towards service excellence. Thank you for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Have a lovely day ahead!
Sincerely,
Customer Engagement Team
Hi Paul,
Thank you so much for your positive rating!
FWD believes in Simple, Reliable and Direct! We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
Very easy to renew my Accident Insurance w FWD, but sure hope they can give more Loyalty and Renewal cost, as insurance cost also keeps going up year after year.
FWD 回复2025-01-17
Hi Marc,
Many thanks for this 5-star review you left us! :)
We put much effort to provide the best possible for our customers and their satisfaction is our reward. Rest assured that we will maintain what's good and continue finding ways to make things better.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to a lovely day!
Sincerely,
Customer Engagement Team
I did not give you 5 * because your website blocked my many attempts to complete it. It kept stating that my postal code was invalid. Then the final was wrong. An additional Unit number was added????
Pam has helped address my needs and concerns in a prompt and patient manner. Would like to drop a note of appreciation to her and FWD on this. Cheers.
FWD 回复2025-01-17
Hi Bing Wen,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Pam.
This compliment is truly motivating to the team as we strive towards service excellence. Thank you so much for taking the time out to share your experience with us— we will pass on this compliment to Pam.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Again, thank you and have an awesome day ahead! :)
Sincerely
Customer Engagement Team
Azlina Rahman was so helpful in explaining how maid insurance cancellation policy works especially when work permit is cancelled. Azlina went beyond my expectation to check the details of insurance and its claims. I almost made up my mind that I won’t get any refund and that’s when Azlina’s email came about reverse claim to get my refund. Really appreciate her support I received. And I will be getting my refund soon. Thank you so much!
FWD 回复2025-01-17
Hi Ranjani,
We're grateful and thrilled to receive your generous feedback for our dear Azlina!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Azlina and the rest of our team as we strive towards service excellence.
We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Once again, thank you and wishing you a beautiful day! :)
Sincere regards,
Customer Engagement Team
Had a good experience with the staff at FWD. Needed to make some changes to the travel insurance. Wrote an email and the customer engagement team ( Razim) promptly reply. 5 stars!
FWD 回复2025-01-17
Hello Mei Ling,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Razim.
We are glad to know that you got the help you needed. Compliments like these are truly motivating to the team as we strive towards service excellence!
Thank for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Wishing you a wonderful day ahead!
Sincerely,
Customer Engagement Team
I made a request to amend my spouse name which was wrongly input in the travel insurance. My request was promptly responded by Mohan.
FWD 回复2025-01-17
Hi Baranikumar,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Mohan.
This compliment is truly motivating to the team as we strive towards service excellence. Thank you so much for taking the time out to share your experience with us— we will pass on this compliment to Mohan.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Again, thank you and have an awesome week ahead! :)
Sincerely
Customer Engagement Team
Mr Ameer Murad is a very helpful and responsible to my case. I really appreciate his help when I face problems. He helped to approach the marketing team to let me enjoyed the 40% on travel insurance which was expired yesterday without any noticed given to me when I called to enquiry more information regarding coverage matters. Once again, I thank you to Mr Ameer Murad and marketing team.
FWD 回复2025-01-17
Hi Jenny,
We're grateful and thrilled to receive your generous feedback for our dear Ameer!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Ameer and the rest of our team as we strive towards service excellence.
We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Once again, thank you and wishing you a beautiful week! :)
Sincere regards,
Customer Engagement Team
Hi Ling Ling,
Thank so much for the 5-star rating and awesome review!
FWD believes that insurance should be simple, reliable, and direct. We're so glad that your experience was a breeze!
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Wishing you a pleasant day ahead!
Sincerely,
Customer Engagement Team
Needed to change the travel dates. Wrote in on Sunday and got a call on Tuesday from a friendly staff who quickly solved the issue in a fuss-free way.
FWD 回复2025-01-17
Hello LM,
We're very glad to receive such awesome feedback and 4-star rating from you.
At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your buying experience with us and making FWD your insurance of choice!
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Wishing you a safe and pleasant week! :)
Sincerely
Customer Engagement Team
Hassle-free experience and straightforward registration process. Love it.
FWD 回复2025-01-17
Hi Zaid Ismail,
Your positive review made our today! :)
At FWD, we are committed to change the way people feel about insurance and we're happy that you are letting us know we are on the right track. Rest assured that we will maintain what's good and continue finding ways to make things better.
Thank you so much for trusting us with your insurance needs.
Have an awesome day ahead! :)
Warm Regards,
Customer Engagement Team
If you are intending to buy your air tickets more than 6 months before your travel date, you will not be able to buy the rider for cancellation with no reason as you have to buy the insurance within 7 days of buying your first item for the travel.
FWD 回复2024-10-24
Dear Fed up,
Thank you for taking your time to share your feedback with us.
As per our policy wording, the "Cancel for Any Reason" rider is applicable only if you purchase this add-on within 7 days from the initial trip deposit for your trip, such as your air ticket. Unfortunately, if the air ticket is brought more than 6 months, the rider would not be applicable in this case.
However, we truly appreciate your feedback and will be sharing it with our product team for future consideration.
If you have any further concerns or need assistance, please do not hesitate to reach out. We are here to help and ensure your satisfaction.
Wishing you a lovely day ahead.
Warm regards
Donna
Customer Engagement Team
Got help from Michele to address my booking issue and changes made efficiently.
FWD 回复2025-01-17
Hello Max,
We are truly grateful to receive your heartwarming feedback.
This positive feedback is truly motivating to the entire team as we strive towards service excellence. We are on a mission to change the way people feel about insurance and so we're glad to know we're on the right track.
Thank you so much for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Here's wishing you an awesome day ahead. Cheers! :)
Sincerely,
Customer Engagement Team
Hi Chee Koon,
Thank you so much for taking the time to leave us a 5-star review.
We are on a mission to change the way people feel about insurance and so we're glad to know we're on the right track.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Thank you once again for trusting us with your insurance needs.
Stay safe and have a lovely day ahead!
Sincerely,
Customer Engagement Team
Hello Richard,
We're grateful and thrilled to receive your generous feedback and the 5-star rating!
We are committed to change the way people feel about insurance and we're happy that you are letting us know we are on the right track. Rest assured that we will maintain what's good and continue finding ways to make things better.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Keep safe and have a wonderful afternoon!
Kind Regards,
Customer Engagement Team
Made a claim via email with supporting evidence on 9 Oct24 but yet to recive an outcome till today, 18Oct24.
Not sure if it is due to I just bought the basic plan and result not much assistance from FWD.
Saw some reviews saying FWD claim was fast. Not sure it is is genuine or not.
Going another trip in coming week and have decided to buy policy from another insurance company.
Suggest to explore a few more on feedback before decide which company to go for.
FWD 回复2024-10-22
Dear Chichiu Tam,
Thank you for sharing with us your feedback.
I understand your concern about the claim status, and I want to assure you that the plan you purchased dose not affect the level of service we provide.
Please note that our claim turnaround time is 14 working days or earlier, or could be longer depending on the complexity of the claim and the availability of the supporting documents.
Rest assured that our claim team is working diligently to process it, and you will receive an update within the expected timeframe.
Appreciate your patience and understanding during this process.
Feel free to reach out directly to us should further clarification and assistance is required and we’d be glad to assist.
Warm regards,
Donna
Customer Engagement Team
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