FWD

Dear S Moghan, 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 and taken measures to strenthen our core as we strive to prive a smooth customer 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, Jeferson Maleza Customer Engagement Team

Dear Si'en Zhuang, Thank you for sharing your experience and our sincere apology for the undue delay. I've checked from our claims team and our claims record that indeed the PayNow transaction has been approved and triggered by our claims Team on 28 November 2020. After investigation we found out that there was an inadvertent system error causing the transaction to be supressed hence, the payment wasn't successfully transferred. Our team has then rearranged another transaction on the 08th of December and you should be receiving the settlement by this week. We understand the officer has also reached out to acknowledge your email on the same day. We thank you for highlighting this to us and once again our apology for the unwarranted experience. Wishing you a pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Nick, Thank you for sharing your recent online experience. I'm sorry to learn that you did not a seamless purchasing journey. We'd like to look into this and would appreciate if you can share to us by emailing us at [email protected] your policy number, and more details on the experience upon checking whether there was an error or was it just loading and the device that you've used at that point in time. At FWD, we value our customers voice to help site and work on the areas of improvement for us to provide a better customer experience. Stay safe and wishing you a pleasant week. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Yegor, Thank you for sharing your experience and we're truly sorry on the hiccups that you've encountered causing a delay in your application and purchase. We've gotten clarification from our team and raised the necessary steps and measures to prevent similar occurence in the future. At FWD, feedback such as yours is important to us as it would help us work on the areas of improvement as we strive to provide a seamless and better customer experience online. Last but not the least, we're grateful for your patience on not giving up with your purchase and for choosing FWD. Stay safe and healthy always and wishing you an awesome week ahead. Warm regards, Jeferson Maleza Customer Engagement

Hi Seow Chiak Ming, Thank you for sharing your thoughts and feedback with us on making the anyrider a compulsory feature. At FWD we provide flexibility to cater to one's preference and car insurance need, nonetheless we hear your view and have this shared to our products team. We've also indicated in our website "Any driver you trust to drive your car is insured" "Get cover for trusted family and friends to drive your car, without needing to name them on your policy. Choose our Executive or Prestige plan to get this as standard, or buy this add-on when you choose our Classic plan" and definition is made available in the policy contract. Basically, if this is not part or covered in the policy, the insured person will just be limited to the car owner/policyholder. We also acknowledge the revisions of our rates due to several factors and taking into consideration the built coverage of our existing coverage as oppose to a much lower premium offering a few or basic coverage. I've also shared your feedback to our Sales Team for their reference and review. We'd like to thank you for being forthcoming in sharing your reviews and for choosing FWD. Stay safe and wishing the rest of your week a pleasant one. Warm regards, Jeferson Maleza Customer Engagement

Dear Sally, Thank you for sharing your feedback with us. Allow me to clarify that there are a few factors affecting the premium difference between insurers. Eg. benefits and coverage limits. It could also be the proposed policy duration. When you purchase Fire which covers your unit for 5 years, it also allows you to purchase a home content insurance with a validity of either 1, 2 or 5 years. Hence, the premium for 2 and 5 years policy period is higher as compared to a 1 year home policy. Feel free to connect to our team should you require any help or assistance, we'd be glad to help. Here's wishing you a safe, healthy and awesome week ahead! Warm regards, Donna Ang

Dear Neeraj Singhal, We regret to learn that you're disappointed on your renewal premium. There are a few factors affecting the revised of rates, which is standard across the industry. In addition, our model is standard across the board as we do not manually underwrite. We understand that the discount given may not be of your expectation. Such feedback has been relayed to the relevant team for their review. Our heartfelt gratitude for your patience, understanding and continued support with FWD. Here's wishing you a safe, healthy and awesome week ahead! Warm regards, Donna Ang Customer Engagement Team

Hello there, Thank you for sharing your experience with us. We regret to learn on the difficulty that you've faced during renewal online journey. At FWD, we value our customer's voice to site and work on any areas of improvement. Our team will be reaching to you via your registered mobile to understand more with regards to your feedback for our improvement. We thank you for your patience for not giving up with your purchase and for choosing FWD. Wishing you a lovely Thursday ahead and stay safe! :) Warm regards, Donna Ang Customer Engagement Team

Dear PK, We apologise that you've faced difficulty in completing the purchase and glad that Christina was able to lend a help . At FWD, we value our customer's voice to site and work on any areas of improvement. As such, we've shared your feedback to the relevant for their further review. We thank you for your patience for not giving up with your purchase and for choosing FWD. Wishing you an awesome day and stay safe! :) Warm regards, Donna Ang Customer Engagement Team

Hi Koh, Hope your week has been well so far. We're sorry to learn on your experience online and thank you for bringing this to our attention. At FWD, we value out customers voice to help us site and work on the areas of improvement. We'd like to look more into your experience on what went wrong so that we could get our IT team to further strengthen our site if needed. Appreciate if you can email us your contact details at [email protected]. Our team would be happy to connect with you personally. Thank you for sharing your thoughts with us and your patience in not giving up with your purchase. Stay safe and wishing you an awesome week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hello there, Thank you for sharing your experience with us and for the compliment for the service rendered by Koki. We apologise that you've faced difficulty in completing the purchase and glad that Koki was able to lend a help . Koki recalled the experience brought to her attention and took extra step to reach out to our IT team. However, the request was withdrawn after the issue has been resolved post-rebooting your laptop. Nonetheless, our team will continue to monitor such occurrence to ensure a pleasant customer journey online. We thank you for your patience for not giving up with your purchase and for choosing FWD. Wishing you an awesome day and stay safe! :) Warm regards, Jeferson Maleza Customer Engagement Team

Dear Ivy, Hope your week has bee great so far! We regret to learn on the difficulty that you've faced during the purchase journey. 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 and we look forward to hearing from you. Stay safe and wishing you a pleasant weekend ahead! Assuring you of our best effort always! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Siyu Kee, Thank you for sharing your concern. This is to acknowledge that we've opt out the OTP function. Rest assured though, that our website is compliant and secure enough for any payment transaction. This is evident by the locked/secure button on the address bar before our web address. We've received a number of feedback in the past not associated on our website or payment gateway which causes a payment failed transaction which some had to redo the whole process. Some factors could be attributed to the card , bank or mobile provider issues to name a few, affecting the delay of the OTP or multiple OTPs being sent or time out issues. We'd like to thank you for giving us the opportunity to clarify. Last but not the least thank you for choosing FWD. Wishing you a safe and pleasant long weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Jia Sheng, We're sorry to learn that you had difficulty online during payment. Our team member, Tracy has tried reaching out to you, however, she wasn't able to reach you. She has dropped you an email instead to clarify and assure you on this. At FWD, we value our customers voice to site and work on the areas of improvement. We'd glad to hear a reply from you so we can get the relevant team look into and ensure no similar encounter will happen again. Thank you for insuring with FWD and wishing you a pleasant week ahead. Warm regards, Donna Ang Customer Engagement Team

Hi Chu, Thank you for highlighting this to us and we apologise that you did not have a seamless experience online. 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 week ahead! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Mrs S J Sivakumaran, Thank you for bringing this to our attention and we're sorry to learn that you've faced difficulty during the online process. We understand that you were assisted by our team on livechat to complete the application. It may have been a cache issue on the browser as our team that time did not encounter any difficulty. Nonetheless, we'd like to thank you for your patience on not giving up with your purchase and for choosing FWD. Wishing you a safe and pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Mok Lai Cheng, Thank you for highlighting this to us. We've shared this to our IT team . They are working on the intermittent issue to ensure that Surprise Me function will smooth during check out. Our sincere apologies on the hiccup and thank you for choosing FWD. Wishing you a pleasant week ahead and stay safe! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Tukiman, Thank you for sharing your experience and truly sorry to learn that your journey was not as smooth as we expected. Nonetheless, we've shared this to our relevant team for review, monitoring and ensure our platform is strong enough in order to give a seamless experience. Take care and wishing you a pleasant day! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Rohaini, Thank you for checking this with us. The duration is set by HDB. We noted that you have 1 year left, nonetheless, despite ending any HDB loan with them, the policy would still protect your unit in the next 5 years. Hope the above clarifies. Wishing you a safe and healthy weekend and week ahead. Warm regards, Customer Engagement Team

Hi Earnler, Thank you for sharing your feedback. Glad to hear that you had a seamless experience. We noted on your suggestion and to have a reference number after making a payment is already in our pipeline. We understand that the welcome email containing the policy document and receipt has been triggered to your registered email address after making a payment. Wishing you a safe, healthy and pleasant week ahead. Warm regards, Customer Engagement Team