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.
Application is quite straight forward, and the web page is rather 'patient', meaning that it stayed online while I searched for information to complete the process.
FWD 回复2023-02-14
Hi Soo Ee,
We want to thank you for rating us 4-stars and leaving this kind review.
It's always nice to know that our customers find our website interface is user-friendly. We put much effort to provide the best possible for our customers and their satisfaction is our reward.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to an awesome week! :)
Sincere regards,
Customer Engagement Team
I attempted to purchase 2 times on my phone last night with the QR code indicated on the letter from HDB but was unsuccessful each time. Each time, at the payment screen, your web page would disappear when my otp was received from the bank and so I couldn't key in to complete my purchase. Then when I tried to repeat the procedure, I received a message that I am trying to make another payment and it asked me to wait 1 hour to re-purchase again. After 2 failed attempts, I waited til the next day and purchase using my laptop (by going to FWD website) instead of scanning the QR code on my phone as I didn't want to go through so much hassle again.
I hope FWD can improve the application by phone (using QR code).
Great selling platform, quite the opposite on claims
I have bought over 10 policies from FWD in the past couple of years, the process of buying is simple, easy and smooth. Its all good until you actually have to make a claim. They advertise that they would come back in 14 days, but even after 1 month of submitting the claim online using their online forms (no transmission time issues), there was no response or update. After i had called and followed up twice, they sent me a mail saying they would get back to me in 7 more days. 14 days response/resolution is a false advertising claim on their part. no better than all insurance companies. They should account for high volume, there were no special circumstances in the last month, high volumes is just the regular volumes you need to plan for it when advertising. Very good to sell, and thats it... Im quite disappointed.
FWD 回复2023-02-13
Dear Pramodh Kahandaliyanage,
Thank you for taking the time to share your review on Trustpilot.
We're sorry to learn that your claim experience did not meet your expectation.
Upon checking, our claim officer has sent you an email on 10 February for you to revert back to us with the outstanding documents in order for them to assess your claim.
We look forward to your reply and once again we're sorry for the delay.
Warm regards,
Donna
Customer Engagement Team
Hi Chek Tong,
Thank you for taking the time to leave us this positive feedback! :)
FWD believes that insurance should be simple, reliable and direct. We're so glad that your buying 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.
We wish you a fantastic weekend ahead and stay safe!
Warm regards,
Customer Engagement Team
4 stars for the web, 1 star for mobile app, it crashed.
FWD 回复2023-02-10
Hi Hoang Trung,
Thank you for sharing your experience with us and for the 4-star ratings.
We are thankful for your trust with FWD's products and services. We would like you to know that your support means a lot to us.
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 weekend ahead! :)
Sincerely,
Customer Engagement Team
Hi David,
Thank you for sharing your experience with us and for the 4-star ratings.
We are thankful for your trust with FWD's products and services. We would like you to know that your support means a lot to us.
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 ahead! :)
Sincerely,
Customer Engagement Team
Smooth and seamless. Just that it was difficult to dig out the differences between normal travel and covid enhanced.
FWD 回复2023-02-09
Hi Jireh,
Greetings from FWD! Thank you so much for rating us 4-star and sharing your feedback here on Trustpilot.
We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice! 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 Thursday. Cheers! :)
Sincerely,
Customer Engagement Team
Hi Si Kin,
Thank you for sharing your experience with us and for the 4-star ratings.
We would like you to know that your support means a lot to us. We are thankful for your trust with FWD's products and services. 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.
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 ahead! :)
Sincerely,
Customer Engagement Team
Hi Harry,
We want to thank you for rating us 4-stars and leaving this kind review.
It's always nice to know that our customers find our website interface is user-friendly. We put much effort to provide the best possible for our customers and their satisfaction is our reward.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to an awesome week ahead! :)
Sincere regards,
Customer Engagement Team
Process for claimants comes with no hassle that is attractive
FWD 回复2023-02-06
Hi Zainah,
Thank you so much for posting this 4-star review here on Trustpilot!
At FWD, we endeavor to change how people feel about insurance. We are happy to know you had a smooth experience. We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice!
In any case, further assistance is required, we are only a chat, phone call or email away.
Stay safe and we wish you a splendid week! ;)
Warm regards,
Customer Engagement Team
Hi Lay Geok,
We want to thank you for the kind words you have shared in this review.
You are far too kind to spend some of your precious time writing about your experience. We are really thankful for your trust with FWD's products and services.
Thank you once again for trusting us with your insurance needs. Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Have a lovely week. Cheers! :)
Sincerely,
Customer Engagement Team
Hi Solomon,
We're happy to know that we have a supportive customer in you! :)
More so, we're thankful that you took the time to share your purchasing experience with us. Rest assured that we will continue to strive for excellence in everything that we do. We look forward to serving you in the future.
Please know that we are only a chat, phone call, or email away if you have any concerns or queries about your policies.
Cheers to an awesome week ahead! :)
Sincerely,
Customer Engagement Team
This is my 1st attempt to purchase travel insurance for my Europe trip as recommended by my son-in-law. As information to me by him that FWD is friendly, honest and easy to approach when there is any problem arises.
Hi Suzana,
We want to thank you for the kind words you have shared in this review.
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 - as the way it should be. We are so glad that you see our efforts in making this mission possible.
Feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Thanks once again and have a lovely day!
Sincerely,
Customer Engagement Team
Tried to retrieve password. then realised the mobile number is not updated. Tried updating the mobile by loggin into online portal but system does not allow me to add country code ( using MS Edge browser). Using eventually decided not to update mobile, just type all info
1. I am a customer and have ID and password but every time I enter the OTP, the message say it is either expired or incorrect. I tried it on my hp and then on my laptop EIGHT times before finally entering my details one by one.
2. For password and OTP, FWD does not have the 'eye' to allow me to verify that I have entered password and OTP correctly before clicking Submit. This is useful to have.
3. I wanted to put in the date of expiry for my house insurance but FWD does not have dropdown list for Day, Month and Year. Instead, I have to click on the right arrow again and again to get to the month and year where my current home insurance ends. This is tedious and deters customers from providing the info.
Please get your IT development team to improve your website and user experience.
Hi SY,
Thank you for taking the time to leave us a 4-star review.
A testament to what FWD believes in, we try to make things simple, reliable and direct. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD.
Thank you so much for your support and for trusting FWD with your insurance needs. 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 amazing Friday!
Warm regards,
Customer Engagement Team
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