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.
Online purchase was not clear and unfriendly, especially on the add on for COVID-19 coverage. And now I have to perform all the cancellation verification and also to make a re-purchase! waste my time really!
FWD 回复2022-06-28
Dear Li Lijuan,
Thank you for sharing your feedback to us and we have noted on your concern. We apologise that the journey may have come acrossed unfriedly. We have shared this to our respective team.
We have noted that one of our team members have also spoken to your end pertaining to the cancellation and verification.
For your convenience, you may also do the cancellation or any changes directly from the FWD Online Service account. This will be a self-help transaction that will not require any manual verification from our team.
We thank you for your patience for not giving up with your purchase and for choosing FWD,
Wishing you a pleasant day ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
The 'your policy document' link only links to PDF with the policy summary and no information on the coverage levels. I have not yet got an email on the policy level of coverage that is need to apply for entry passes.
They are still newbie in managing funds. In other words, not yet really established and they have poor performance. Not much concern with clients hard earned money all they. Thats my personal experience with FWD Philippines. Not highly recommended
FWD 回复2022-06-16
Hi AM,
Greetings from FWD Customer Engagement Team Singapore!
We're sorry to learn on your experience. However, you have reached the Singapore Office.
We understand that your feedback is towards FWD Philippines. We'd appreciate if you can drop us an email detailing your experience and policy number and we will try our best to coordinate with FWD Philippines to address your concern. You may email us at [email protected].
Stay safe and wishing you a pleasant evening ahead.
Warm regards,
Jeferson
Customer Engagement Team - Singapore
Sales process is smooth but if you tried to claim from FWD, they will dilly dally and attempt to make your claim contentious.
Pls note all necessary medical reports been submitted, so if you thinking to embark on medical / personal accident insurance with them, beware.
In response to FWD reply, pls ask your CEO. Thank you
FWD 回复2022-06-16
Dear Vincent,
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.
We'd like to know more about your feedback and we'd appreciate if you can share us your claim/policy number via email at [email protected].
Our team would be glad to look into your concern.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Hi Beng Chong,
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
Website keeps hanging, had to attempt payment multiple times and wasn't even sure if payment went through. Have since received my basic coverage documents but still waiting on my COVID coverage one, am worried they did not process it fully
FWD 回复2022-06-10
Dear MHO,
We're sorry to learn that you did have a less than desirable experience during the purchasing journey.
Upon checking our records, both your travel and Covid-19 policies have been issued and the welcome emails were sent to your registered email.
We sincerely apologise on the hiccup and delay and we've since shared this feedback to the relevant team.
Thank you for being forthcoming in sharing your experience and for your patience.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
I requested a quotation and then cancelled it before I paid. I requested another quotation but the system did not allow me proceed. The system only allowed me to proceed with my request for a new quotation only after I logged into the system.
Your agent keep calling to sell products. Call 2- 3 times in a day. Can don't call ? Very persistent
FWD 回复2022-06-10
Dear TCYZ,
We're sorry to learn on your feedback. Rest assured that it's not a practice in FWD to keep calling 2-3times to sell a product, unless there was an explicit call back request from a customer and it's urgent in nature.
Our team has done an initial check and we cannot seem to find any records. However, we'd like to know more of your feedback detailing on the date/s and timing and if you recall the agent from FWD who has tried reaching you multiple times. In addition to provide us the number that our team may have called you as well. Appreciate if you could drop us an email at [email protected]. Looking forward to hearing from you.
Stay safe and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Dear Chee Beng,
We're sorry to learn on your experience and thank you for bringing this to our attention.
Feedback of our customers are important to us to cite and work on the areas of improvement. We apologise that you didn't have a smooth experience during your purchase journey.
We have noted on your review and will work on this accordingly.
Thank you for your patience and for choosing FWD.
Warm regards,
Jeferson Maleza
Customer Engagement Team
I had a question before I signed up for this plan which was important to my decision-making. I called main FWD number but it was closed and had to wait till Monday. The chatbot Faith is completely useless and did not answer my query.
FWD 回复2022-06-10
Dear Rosezita,
Thank you for sharing your review on Trustpilot and we apologise on the less than desirable experience.
Understand that you have spoken to one of our consultant, Nurwati and thank you for detailing your experience to her.
We have shared to the relevant team for their necessary action.
We thank you for your patience and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
The experience was allright - barring 2 things could be improved. Every time you move between pages or go to home page or take a quote, it doesn't preserve your existing session and asks you to re-login.
As well as GrabPay isn't working a a payment option.
Website error, needs 5 tries to finally goes through.
FWD 回复2022-06-10
Dear Yopie,
Thank you for sharing your experience with us and we apologise that you didn't have a seamless experience online.
We have shared your feedback to our team for them to look into and work on any gaps that they can identify during that period.
We thank you for your patience and for not giving up with your purchase.
Take care and wishing you a pleasant weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
I was quoted $113.72 for 2 year home content $20k home content & $80k renovation plus $7.13 for 5-year fire coverage. Was unable to make payment. Called hotline. CS email me a link to pay but the rate for same coverage was $123.14. Did not understand why rate is higher.
FWD 回复2022-06-04
Dear Evelyn,
We're are sorry that you were disappointed with the premium discrepancy.
Upon checking with our team and generating a quotation online, the amount quoted is correct. This is based on the renovation sum insured selected. Should the sum insured selected is lower, it will come up with $113.72 premium.
Hope this clarifies and we thank you for choosing FWD.
Have a pleasant weekend and stay safe.
Warm regards,
Jeferson Maleza
Customer Engagement Team
An IT technical issue was encountered on FWD website when renewing on home insurance plan. However FWD customer support advised me for a turn around solution.
choice of colour for typing out full names is terrible and ominous
FWD 回复2022-06-04
Dear WC,
Thank you for being forthcoming is sharing your thoughts with us and we're sorry to learn that a certain aspect didn't meet your expectation.
We'd like to hear more about this and would appreciate if you can connect with us by emailing us to [email protected] so that we can further work on your suggestion with the relevant team.
Stay safe and wishing you a pleasant weekend.
Warm regards
Jeferson Maleza
Customer Engagement Team
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