FWD

Dear Maslinah, Thank you for taking the time to share your purchasing experience to us. We'd like to extend our apology the issue that you have faced while making a payment using Visa or Master. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly. We thank you for your patience and for choosing an alternative mode to complete the transaction, and thank you for being forthcoming in sharing your feedback. Stay safe and wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Phyllis, Thank you for being forthcoming to share in detail your experience online as regards to the failed transactions using credit card. We'd like to extend our sincere apology for the undue inconvenience this has caused. Our team has identified the issue concerning cards transactions and had since rectified the issue. Your feedback is valuable to us as we strive to provide a seamless experience for our customers online. We thank you for choosing an alternative mode and for your patience. Stay safe and wishing you a wonderful long weekend ahead. Sincerely, Jeferson Maleza Customer Engagement Team

Dear Wee Thiam Huat, Thank you for taking the time to share your purchasing experience to us. We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly. We thank you for your patience and for choosing an alternative mode to complete the transaction. Stay safe and wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi there, Thank you for taking the time to share your purchasing experience to us. We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly. We thank you for your patience and for choosing an alternative mode to complete the transaction. Stay safe and wishing you a pleasant long weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear X Ru, Thank you for bring forthcoming in sharing your experience and feedback recently. We truly regret that we have failed you during the check-out process. We'd like to acknowledge that on the said day that you've made a credit card payment, our team has identified an issue which we were in the midst of working closely with our bank and provider. Our team has since rectified the issue for card transactions. Our sincere apology that we did not manage to provide you a seamless check-out process as what we have hoped for. We appreciate and we're grateful for your patience and for making an alternate mode and not giving up with your purchase with us. Our gratitude as well for choosing FWD and we hope to service you in a much positive light in the future. Stay safe and wishing you an awesome long weekend ahead. Warm regards, Jeferson Customer Engagement Team

Dear Kay Choon, We're truly sorry for the experience you had with us on our payment gateway recently. Our team has identified the said intermittent issue during that period and has since rectified it. We acknowledge that this has caused not a seamless experience that we have hoped for and we thank you for sharing it with us. Stay safe and wishing you a pleasant long weekend ahead. Warm regards Jeferson Maleza Customer Engagement Team

Dear Glen, We're sorry to learn that the check-out process when you purchased the policy was not seamless as we expect it to be. We noted that it has caused you an impression that you'll not be eligible for the lucky draw. For our on-going lucky draw, if someone purchases as new business a policy from our website, he/she will automatically be eligible for the lucky draw and there will be no action required or a form to be filled up manually. We hope the above clarifies and we thank you for bringing this to our attention as such feedback is important to us to provide a pleasant experience online for our customers. Stay safe and wishing you a wonderful long weekend. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Mohammad Abdul Halim Bin Rosli Thank you for taking the time to share your purchasing experience to us. We'd like to extend our apology the issue that you have faced while making a payment. Our team has identified the said problem and has since rectified , and credit card and debit card payments can now be used smoothly. We thank you for your patience and for choosing an alternative mode to complete the transaction. Stay safe and wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear HL We're sorry to learn that there was a misunderstanding on the lucky draw. I understand that one of our colleagues Christina has reached out to you to clarify the conditions. We also thank you for sharing in detail to her the experience leading to your review. Lastly, thank you for choosing FWD and wishing you a pleasant long weekend ahead. Warm regards Jeferson Maleza Customer Engagement Team

Dear Andrew/Jamila, Greetings from FWD. Thank you for taking the call of our consultant last Friday to clarify on the feedback. We're glad that all is in order and that you have received a copy of the policy. Upon checking our record, the welcome email that contains the policy document was triggered in a minute time after the payment was successful. We have also shared your suggestion to our team for their consideration for any future enhancement. Stay safe and wishing you a pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Edwin, We're sorry to learn that you were unhappy with the purchasing journey as brought about by some questions asked along the way. Our team wishes to clarify on this and we've attempted to reach out to you in two occasions. We may have caught you in a bad timing. We'd appreciate if you can share more details on the specific questions to [email protected] so that we can look into and take into consideration. Stay safe and wishing you a pleasant day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Nicholas, Thank you for choosing FWD for your travel insurance needs. We regret to learn on the 2 star ratings. Our team has tried to reach out last Friday however, we didn't manage to reach you. Our consultant Tracy has sent you an email to attached the respective welcome emails that contain the policy document to your registered email address. Upon checking our records, the said emails were triggered within 2 minutes from the time the payment was successfully made. Feel free to connect with us if you need any assistance, we'd be glad to help. Stay safe and wishing you an awesome week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Winston, 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 would like you to know that your support means a lot to us, and we are really thankful for your trust with FWD's products and services. Please feel free to contact us for any assistance that you may require, and we'll be happy to help you. Cheers to a beautiful week! :) Sincere regards, Customer Engagement Team

Dear Joseph, I'm sorry to learn on your experience and thank you for bringing this to our attention. Voice of customer is important to use to cite and work on any are of improvement to provide a better and seamless customer experience, we'd like to request for you to drop us an email at [email protected] so we could look into this and further assist you. We look forward to your email. Stay safe and wishing you a pleasant Friday and weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Ali, We understand that our team member has reached out to you and has addressed your concerns. Feel free to reach out to us if you need any help, we'd be most willing to assist. We'd like to take this opportunity to thank you for choosing FWD. Wishing you an awesome week ahead. Warm regards, Donna Customer Engagement Team

Dear Toh Poh, We understand that our team member has reached out to you and has assisted you with your concern. Feel free to reach out to us if you need any help, we'd be most willing to assist. We'd like to take this opportunity to thank you for choosing FWD. Wishing you an awesome week ahead. Warm regards, Donna Customer Engagement Team

Hi Swee Huat, 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 would like you to know that your support means a lot to us, and we are really thankful for your trust with FWD's products and services. Please feel free to contact us for any assistance that you may require, and we'll be happy to help you. Cheers to a beautiful week! :) Sincere regards, Customer Engagement Team

Dear YS Phua, Thank you for highlighting this to us. Allow us to check this back-end and will get one of our colleagues to reach out to you personally as well. We thank you for your patience and for choosing FWD. Wishing you a pleasant day ahead. Warm regards, Donna Ang

Dear Amran, We're sorry to learn on the 3 star rating and thank you for taking your time to share the feedback with us. Currently FDW insurance is not in the AXS Apps yet but we are in the AXS machine. We are currently working with AXS to have us in the App to provide convenience to our customer. At FWD, we value our customers voice for us to work on any room for improvement for us to better provide a seamless experience. Stay safe and wishing you a pleasant day ahead. Warm regards, Donna Customer Engagement Team