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.
Called hotline so many times to enquire about existing policy as I want to make changes. But no one was around to assist. Ended up have to buy a new policy.
FWD 回复2021-11-30
Dear Juffrey,
Thank you for raising this with you and our apology for missing your call.
Recently, our contact centre team has received an overwhelming response and requests for Travel related purchases and policies since the onset of the VTL.
We will be getting a team member to personally connect with you instead to assist you on your enquiry.
Our sincere apologies for the overall experience and our gratitude for your patience and for choosing FWD.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson Maleza
Customer Engagement Team
Customer service need improvement.Not helpful enough. I requested for a copy of my policy to be send to me. It seems that since staffs work from home it will be delayed . Nothing is impossible if efforts are put in to improve quality service in the midst of this endemic time.
FWD 回复2021-12-04
Dear Lalitha,
We're sorry to hear that you are disappointed with the service rendered.
In FWD - we do not issue hard copy documents and all policies issued, the welcome pack will be via email.
We acknowledge the current work set up given the Covid-19 situation and we apologise that there may be a delay in some manual request.
Our team would like to look into this further and would appreciate if you can send us an email with your policy number at [email protected].
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Your call centre, your staff was very helpful and courteous, giving me some very good advice though he could not help to renew my policy over the phone. i tried renewal using my smart phone but was quite disappointed and a tad unhappy that there were some computer/programming errors which i could not proceed. i switched to using a laptop and is now able to proceed renewal.
Hi
There seemed to be a bug whereby I can’t use my mobile phone to apply and pay for a plan. Started a query a month ago, but nothing very helpful came out of it. So I tried again, using one device to apply and using my phone to pay, so it worked.
Believe you need a stronger troubleshooting team, customers are using all kinds of devices with different software upgrades, so there’s always bound to be issues cropping up.
Thanks to your competitive rates and plans which is 5star, I managed to renew my plan.
Cheers
PL Ng
FWD 回复2021-10-31
Hi PL Ng,
Thank you for highlighting this to us and we apologise that you did not have a seamless experience.
We've shared your feedback to our IT Team for them to look into and monitor the user experience on our website.
We'd also like to thank you for your patience on not giving up on your purchase and for choosing FWD.
Take care and wishing you an awesome weekend ahead!
Warm regards,
Donna Ang
Customer Engagement Team
The discount period offered is too short and the premium price can swing up and down like the stock market. I ended up have to pay more and rush to purchase having the fear that the premium will increase again.
Product navigation and checkout process is good and intuitive.
Feedback
- success purchase page doesn't showcase any proof of purchase. This disturbed me. I kept refreshing my gmail inbox waiting for the policy/receipts.
Hi Adam Lua,
We're sorry to learn that you had an unpleasant experience online.
Feedback is important to us so we can work on the necessary improvement and enhancements.
We'd like to hear/learn more on your experience and would be glad if you can email us at [email protected] to share the pain-points that you've encountered or share with us your contact details and our team would be glad to reach out to you.
Meanwhile, wishing you a pleasant weekend ahead and stay safe!
Warm regards,
Donna Ang
Customer Engagement Team
Registration and purchase was smooth.
However the price on the front was misleading - i chose the highest package i..e the "exclusive" thinking the extra $5k hospitalization is included, and outpatient medical expenses - but I have to pay extra. It was mentioned it is included. Please be upfront and make it visible from first screen.
This purchase reminds me of AirAsia - cheap but so much add ons for what I believed is included.
Hi there,
Thank you for the 3 star rating and your review.
Some of our products, we do offer installment for 6 months or 12 months. We'd like to understand the product that you'd like to or may have purchased already.
Appreciate if you can drop us an email at [email protected].
We look forward to hearing from you.
Wishing you an awesome weekend ahead!
Warm regards
Jeferson Maleza
Customer Engagement Team
The live chat does not work well on mobile. It is very frustrating to use. I was unable to see what I was typing in live time.
FWD 回复2021-09-17
Hi Lee Swee Choo,
Thank you for taking the time to share your experience and we regret to learn that it was less than expected.
We've tried using our mobile and it seems to be working fine.
As customer experience is important to us, we'd like to know more about this and investigate further.
We'd appreciate if you can drop us an email to [email protected] to provide us the following:
1. Date and Time of experience/chatting with us
2. Make and Model of your mobile phone
3. Browser use when chatting with us, eg chrome or safari
4. Network connection use, eg. wifi or mobile data
We look forward to your email.
Meanwhile, wishing you an awesome weekend ahead! Stay safe!
Warm regards
Jeferson Maleza
Customer Engagement Team
Dear Prithpal Singh,
Hope your week has been great so far.
We regret to have received your 2 star rating and review.
We understand that on the 10th of September, you have spoken to our colleague Grace over the phone and she has guided you on how to download the documents and the usage of the FWD Online Service Account.
Upon checking our records, the welcome email has been triggered by the system to the registered email in the policy shorty after the payment was made. It may have gone to the promotion, junk or spam folder.
Feel free to reach out to us if you need any help, our team would be happy to assist.
Take care and wishing you an awesome weekend ahead.
Warm regards,
Jeferson Maleza
Customer Engagement Team
Hi Ng Kun Quan,
We sincerely apologise if your experience wasn't a seamless one.
We acknowledge on the issue during the said period and our IT team has since rectified it.
Thank you for bringing this to our attention and for not giving up with your purchase.
We thank you for choosing FWD and wishing you a pleasant week ahead.
Sincerely,
Jeferson Maleza
Customer Engagement Team
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