FWD

Dear WD, Hope your week has been well so far. Thank you for sharing your feedback and allowing us to look into the matter. I understand that our colleague, Sue Min has reached out to you to acknowledge and go through on the details of your experience. We'd like to thank you for being forthcoming in sharing your thoughts. This is important to us as we value our customers voice to cite and work on any areas of improvement as we strive to deliver a pleasant customer experience. We'd like to thank you for choosing FWD and wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Marcus, 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 week ahead and stay safe! Warm regards, Jeferson Maleza Customer Engagement Team

Dear Andre, Thank you for the 3 star ratings and for sharing your suggestions to us. We regret that our current Home Insurance Plan did not fully meet your expectations. We'd like to know more about the suggestions you have in mind as regards to flexibility. We'd appreciate if you can drop us an email at [email protected]. We thank you for choosing FWD and wishing you a pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Kchua, First and foremost, we'd like to sincerely apologise that you did not have a seamless experience journey online. We acknowledge that the said hiccups have resulted to an unpleasant experience. Thank you for taking the time to share this to us. Voice of our customers are important so us to help us site and work on the areas of improvement. We've since relayed this to our relevant team on your suggestion to provide customers with a better online experience. We'd like to thank you for your patience on not giving up with your purchase and for choosing FWD. Stay safe and wishing you a pleasant week ahead. Warm regards, Donna Ang Customer Engagement Team

Hi Hasrun, We hope your day is going well so far. Thank you for sharing your feedback and we're sorry to learn that you have difficulties while trying to log into the customer portal and downloading the policy documents. Understand our team member, Ridzwan has contacted you and sent you the policy document via email. Thank you for choosing FWD and wishing you an awesome week ahead. Warm regards, Donna Ang Customer Engagement Team

Hi there, We're sorry to learn that you had difficulty to retrieve your policy documents. At FWD, we value our customer's voice to site and work on any areas of improvement. Our team has tried reaching you through the registered mobile in your policy however, we may have caught you in a busy timing. We've also dropped you an email with your policy documents. Stay safe and wishing you a pleasant week ahead! Assuring you of our best effort always! Warm regards, Donna Ang Customer Engagement Team

Hello Ng Kwow Weng, Hope your week has been well so far. We understand that one of our colleagues Irish has reached out to you earlier on to address your concerns as well as dropped you an email after the call. With regards to your feedback on that the list of products needs to be accessible from our Home Page, we do have our list of products available in our Home page from Day 1 which make it very accessible for our customer to click on it. We hope the above clarify. Stay safe and wishing you a pleasant day ahead. Warm regards, Donna Ang Customer Engagement Team

Dear Vykundh, Hope your weekend has been well so far. We're sorry to learn that you did not have a smooth journey online. At FWD, we value our customers voice to help us site and work on the areas of improvement. As such, I've escalated to the relevant Team for their review and improvement. Thank you for sharing your thoughts with us and glad that you managed to purchase your Maid insurance. Stay safe and wishing you an awesome week ahead! Warm regards, Donna Ang Customer Engagement Team

Hello Tomaz, We regret to learn on your rating and review and we're sorry that you feel that way. Our team has attempted to call you and emailed you to clarify on your feedback. We noted that you've purchased an HDB Fire policy online. In case the review is in reference to our Home Policy as an add-on hence a jump in the premium, note that this is purely optional. HDB Fire policy purely covers the 4 walls of your unit/flat, however, should Home policy be added, it provides more benefits and coverage to your home contents, building and renovations among others. Nonetheless, this is entirely at the our customers preference and not mandatory. We hope the above clarify. Stay safe and wishing you a pleasant day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear JA, Thank you for taking the time to highlight to us your overall experience recently regarding the renewal of your car policy. We'd like to sincerely apologise on the hiccups that you have encountered on your renewal link and acknowledged that indeed this has caused incovenienced and unpleasant experience. A contrary to what we have prided and strived of providing a seamless online journey. Our IT Team has since identified and rectified the gaps and put up the necessary measures to avoid similar encounter. Rest assured that feedback such as this from our customers are important to us as this help us identify and work on the rooms for improvement. We'd like to take this opportunity to thank you for not giving up with your purchase and staying insured with FWD. We hope to serve you in a much positive light moving forth. Wishing you a pleasant week ahead and stay safe. Warm regards, Jeferson Maleza Customer Engagement Team