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 had a problem with my Maid insurance, which was resolved almost immediately.
I can renew my maid insurance now.
Thank you!
FWD 回复2024-09-27
Hi HK Tan,
We want to thank you for rating us 5-star and leaving this kind review.
It makes us happy that we have your support as an awesome customer. 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.
Cheers to an awesome day! :)
Sincere regards,
Customer Engagement Team
Hi Kong Kheng,
Good day to you and thank you so much for the 5-star rating! :)
FWD believe in Simple, Reliable and Direct! 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. We are truly grateful.
Thank you once again for your support and for trusting us with your insurance needs.
Stay safe and have an awesome weekend ahead!
Warm regards,
Customer Engagement Team
Hi Chee Ming,
We are delighted to receive this 5-star review you left via this platform.
FWD believes that insurance should be simple, reliable and direct. We are happy to know that your experience was a breeze. Thank you so much for choosing FWD and taking the time to share your pleasant experience with us.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Stay safe and have an awesome day!
Warm regards,
Customer Engagement Team
The process was user friendly, however the FWD login process was a little slow, my password could not work initially
FWD 回复2024-09-27
Hi Javier,
Thank you for rating us 4-star and sharing your feedback here on Trustpilot.
Rest assured that we will maintain everything that is great and will also continue to find ways to make things even better for our customers.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Wishing you a beautiful day. Cheers! :)
Sincerely,
Customer Engagement Team
Hi Mukhtar,
Thank you for trusting FWD with your insurance needs, and for this kind review via Trustpilot.
It's satisfying to know that we're able to make insurance as simple as possible and our rates as competitive as it can be -- for the benefit of awesome customers like you. :) Rest assured that we will maintain what's good and continue finding ways to make things better at FWD.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Wishing you a wonderful day! :)
Sincerely,
Customer Engagement Team
I had made a mistake when purchasing my travel policy and thus need an extension of date. Relating my issue to Dawn had calmed my nerves a lot because she was systematic and clear in what steps will be needed and what to look out for in my email. The extension was successfully done with her help.
FWD 回复2024-09-25
Hi Shong Hsieh,
We would like to say thank you for taking the time to leave us this wonderful review for our dear Dawn!
Compliments like these are truly motivating to the team as we strive towards service excellence. We are glad to know that you got the help you needed.
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 very beautiful evening!
Sincerely,
Customer Engagement Team
Had terrible experience with travel insurance claim for disrupted flight. After many emails from the claims executive spanning over 1 month - was informed the claim is not covered as they only cover flight disruption only for 3 conditions listed in the fine prints. So read the fine prints properly before you purchase the travel insurance from FWD. The type of incident I encountered is a very common one for connecting flights change of timing and was covered by another travel insurance earlier this year. I won’t recommend using FWD and caution against folks to read the fine prints properly. Felt very cheated by this experience and felt that FWD does not practice fair consumer practices.
FWD 回复2024-08-19
Dear Miko,
We’re sorry that you were disappointed on the outcome of your claim.
Rest assured that at FWD we assess/settle every claim in a fair and just manner, in accordance to the policy terms and conditions.
Trust that the claim officer has explained the basis of our decision and acknowledge that it was not the outcome that you’ve hoped for. Nonetheless, we seek your kind understanding.
Take care and wishing you a pleasant week ahead.
Warm regards
Jeferson
Customer Engagement Team
A lot of reviews seem to miss an important point: the coverage is decent and the price point affordable so it appears to be good value, UNTIL YOU TRY TO SUBMIT A CLAIM!
Our trip was cancelled due to a state of emergency in the country we were planning to visit. Long story short, they're asking us to seek a refund from the airline directly.
If the airline was in a position to offer a refund (they're not, they've indicated this will be a long and difficult process due to the high volume of claims) why are we paying travel insurance in the first place?
Save your money and find an insurance company that has a real genuine track record in honouring the terms of your policy.
FWD 回复2024-08-19
Dear Noemie,
We regret to learn that you are disappointed on progress of your claim requirement a proof from the airline/provider on the non-refundable portion.
Rest assured that we’re not denying to pay any legitimate or payable amount against the policy.
However, seeking proof of the non-refundable portion for us to ascertain whether there was or no refund is a standard document required in assessing the claim. This requirement is also indicated in the terms and conditions for our team to fully assess/decide on your claim.
We seek your understanding on the foregoing.
Take care and wishing you a pleasant week ahead.
Warm regards
Jeferson
Customer Engagement Team
What a great, reliable and responsive insurance company who always offering competitive premium with maximised coverage. The claim process is surprisingly fast also. From now on FWD will be mine first choice of travel insurance. Keep up the good services.
FWD 回复2024-09-25
Hi Wai Ming,
We are truly grateful to receive this positive review and 5-star rating!
It makes us happy reading such review, thank you so much for your support and trusting us with your insurance needs.
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.
We wish you an awesome day! :)
Sincerely,
Customer Engagement Team
Had a very disappointing experience with claims that we are trying to get from Fwd. I heard their claims were fuss free and so I bought the insurance but am totally disappointed with the speed in which they replied my email . They never took the calls that we made and are still not able to understand the claim that we are making . Totally disappointed
FWD 回复2024-08-05
Dear Susie Marshall,
Firstly, we're sorry to learn on your recent claim experience and thank you for highlighting the matter with us.
We'd like to understand better on the status of your claim and help to expedite the matter.
We'd appreciate if you can drop us an email to both; [email protected] and [email protected], you may attention it to my name and indicate in the subject as Trustpilot Review. From there, I'd be able to search your claim and get our team to revert at the soonest time possible.
We look forward to hearing from you.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
I have encountered problem with the online travel claim, Special thanks to the CS Officer Pam for her helpful assistance on the travel claim.
FWD 回复2024-09-25
Hi Tracy,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Pam.
At FWD, serving our customers is our utmost priority. 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 week ahead! :)
Sincerely
Customer Engagement Team
Quick Review
Recommended by parents for travel purposes. Quick and simple that comes with good deals definitely worth it and what we are looking for. Would recommend it to others
FWD 回复2024-09-25
Hi Higel,
Thank you so much for your positive rating!
It makes us happy that we have your support as an awesome customer. 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.
Again, thank you and have an amazing week ahead! :)
Warm regards,
Customer Engagement Team
The overall experience is fuss free and the customer service rendered is prompt and helpfu! Special thanks to the CS officer Aisyah for her prompt assistance on the policies matter..
FWD 回复2024-09-25
Hi Evelyn,
We hope your week is going well.
We're definitely thrilled to receive such a wonderful review for our dear Aisyah. It's customers like you that gives us the encouragement we need to keep going as we strive for service excellence. Thank you so much!
Please do not hesitate to let us know should you have queries or clarifications about your policy, and we will be happy to assist.
We look forward to serving you in the future. May you have a lovely week!
Sincerely,
Customer Engagement Team
Very happy with Ms Nayser for her patience n helpful advice to my query . Keep it up !!
FWD 回复2024-09-25
Hi Karen,
Thank you so much for leaving us this superb 5-star review here on Trustpilot! :)
At FWD, we are in a mission to change the way people feel about insurance and believes that insurance should be simple, direct and reliable - like the way it should be. We are truly grateful for your support.
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 choosing FWD for your insurance needs.
Have a wonderful week ahead! :)
Sincerely,
Customer Engagement Team
Been with FWD for almost 4 years. Excellent service.
Now it has moved to Income Insurance. Hope the same level of service continues.
Thanks to Dawn of FWD, this time. She helped me throughoutthewhole process
FWD 回复2024-09-25
Hi S Mani,
Thank you so much for the 5-star rating and your kind appreciation to the service rendered by Dawn.
Compliments like these are truly motivating to the team as we strive towards service excellence. We are glad to know that you got the help you needed, and we'll be more than happy to assist you again should you have any concerns.
Thank you once again for trusting us with your insurance needs.
We look forward to serving you again in the future!
Have a very beautiful evening! :)
Sincerely,
Customer Engagement Team
Hi Dennis,
Thank you so much for your positive rating!
It makes us happy that we have your support as an awesome customer. 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.
Again, thank you and have a lovely evening! :)
Warm regards,
Customer Engagement Team
Slow response time, took more than 2 weeks to reply 1 email.
FWD 回复2024-07-12
Dear Gary,
We're sorry to learn on your experience.
So we can address the matter with the respective team, we would appreciate if you can drop us an email attention to me at [email protected].
Our team strives to improve on any gaps identified in order to provide a much better overall experience to our customers.
We look forward to hearing from you.
Sincerely,
Jeferson
Customer Engagement Team
Unfriendly user interface; non intuitive, cluttered with promo messages and almost forcing us to sign up for the higher premium. Totally unpleasant.
FWD 回复2024-07-12
Dear JL,
We regret to learn on your rating and feedback.
At FWD, we value the voice of our customers as we strive to provide a seamless and smooth journey.
We would like to know more about your experience/journey. We'd appreciate if you can drop us an email at [email protected].
We look forward to hearing from you.
Sincerely,
Jeferson
Customer Engagement Team
Ease of purchase travel insurance online as well as fast payout if there is genuine claim.
Easy to purchase travel insurance online. Well guided with instructions to follow. With genuine claim, FWD will honor the payout without further questions, fast and simple.
FWD 回复2024-09-25
Hi Thomas,
Thank you for your wonderful feedback and 5-stars rating.
We strive hard to provide the best possible service and products to our customers and their satisfaction is our reward. We are very grateful for your support, and we are truly glad that your experience had been smooth with us.
Please feel free to contact us should you have queries or concerns about your insurance, and we will be happy to help.
Do have an amazing week! :)
Sincerely,
Customer Engagement Team
Hi Syahmi,
Thank you for the 5-star rating and your kind appreciation to the service rendered by our dear Grace.
Compliments like these are truly motivating to the team as we strive towards service excellence. We are glad to know that you got the help you needed, and we'll be more than happy to assist you again should you have any concerns.
Thank you once again for trusting us with your insurance needs.
We look forward to serving you again in the future!
Have a very beautiful week! :)
Sincerely,
Customer Engagement Team
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