FWD

Hi Chong Lee Lee, Thank you for taking the time to share to us your experience. Our apologies that you encountered an issue when retrieving your details in making a purchase. I've shared this to our IT team for their monitoring and review to ensure no similar encounter in future. Here's wishing you a pleasant weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Toh Kok Hin, We regret to hear the unpleasant experience. We'd like to acknowledge on the intermittent issue faced by our website on the 4th of March. In addition, our customer care hotline has been experiencing exceptionally high volume of calls due to the on-going COVID-19 situation. At FWD, we value our customer's voice as this would help us work on the areas of improvement. Our sincere apologies on the overall experience and we hope to serve you in a positive light moving ahead. Take care and wishing you a pleasant day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Thio Cher Kuan, Thank you for taking the time to share your feedback to us and our apologies for the disappointment and inconvenience caused. Renewal premium offer is relatively lower as compared to new business offerings. We acknowledge that should there's a voucher involved, if taken into account would result to new offerings as cheaper. However, it doesn't happen all the time. Nonetheless, we've shared this to our sales team and rest assured that we value and grateful to our loyal customers. Concerning the SMS-OTP issue under details page, this has also been brought to our IT Team to monitor and resolve any intermittent issue. At FWD, we hear our customers voice not just to site but work on any areas of improvement. Here's our gratitude for choosing FWD as your preferred insurer. Wishing you a safe, healthy and pleasant day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Tan Chong Wei, First and foremost, we'd like to thank you for choosing FWD. We've noted on your feedback and allow us to clarify that in the customer portal there's no renewal link as normally this will be triggered via email invitation. However, we take this suggestion and has been shared to our sales team. We'd like to apologise that you've encountered an issue in the retrieve your details page. We'd relayed this to our IT team for their perusal to ensure no similar encounter in future. Thank you sharing your feedback and allowing us to work on the rooms for improvement to provide a better experience to our customers. Here's wishing you a pleasant day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Dear Angela, We regret to hear your experience online during check out. We acknowledge on the intermittent issue faced over the weekend and our IT has since rectified it. Our sincere apologies and thank you for sharing your feedback. We'd also like to thank for your patience on not giving up with your purchase and for choosing FWD as your preferred insurer. Here's wishing you a lovely evening ahead! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Tay Boon Peng, Thank you for the continued support with FWD . We apologise on the intermittent issue encountered on your renewal link which resulted to us having to generate a new quote based on New Customers discount. Understand that Grace from our team has reached out to you and we've endorsed the additional discount and processed the difference as a refund accordingly as well yesterday. Hope the above clarifies and thank you for choosing FWD. Here's wishing you a safe, healthy and awesome day ahead! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Mr Kok, Thank you for picking up my call earlier on and share your feedback with me. At FWD, we value our customer's voice to site and work on the areas of improvement. As such, I've shared this to the relevant team for their review. Here's wishing you an awesome weekend ahead! Warm regards, Donna Ang Customer Engagement Team

Hi FH, Thank you for sharing your concern. We do acknowledge and it's a business decision to opt out the OTP due to feedback on the delay of the OTP being received some customers or errors regarding OTPs from the bank causing payment failure and feedback attributed to us, when this aspect is supposedly either from the user's card or bank's end. However, we'd like to assure you that our website is secure and compliant. The locked icon on the address bar indicates that it's secure and we're committed in protecting the personal information of our customers. Nonetheless, your feedback has been duly shared to our team. Wishing you a pleasant evening ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Firdauz, Sincerest apology for the experience and thank you for bringing this to our attention. We've shared this to our IT team for their perusal and monitoring to prevent similar intermittent cases. Here's wishing you an awesome weekend ahead! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Ivy, Thank you for bringing this to our attention and we're sorry to learn on the experience. I've shared your feedback to our IT team for them to look into and ensure it wouldn't happen again. We'd like to thank you for not giving up with your purchase and for choosing FWD. Wishing you a lovely evening ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Noor Hanisza, We're sorry to learn on your experience and thank you for highlighting. Our website is compatible for Safari and Chrome. I've shared this to our IT team to check and monitor whether there's an intermittent compatibility issue with Safari. Nonetheless, we'd like to thank you for your patience on not giving up with your purchase and for choosing FWD. Have an awesome week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Yvonne, Thank you for sharing your experience and we're sorry that this feature has failed to deliver in auto populating your details. Our team after clarifying this with you has shared to our IT team for them to look into the issue and ensure it won't happen again. Thank you for choosing FWD and have a prosperous New Year ahead! Warm regards, Jeferson Maleza Customer Engagement Team

Hi there, We're sorry to learn on the experience during your policy check-out. Understand that Tracy has tried to reach out and it's not a suitable timing. Appreciate if you could provide us more details on the experience, whether it happened after clicking on proceed to pay and whether you were using an office network vs personal network. We'd like to thank you for your patience on not giving up with your purchase. Wishing you a pleasant week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Jeremy, We regret to learn that we may have not met your fullest expectation this time. At FWD, we value our customer's voice to site and work on the areas of improvement. Let us know how we can improve by emailing us at [email protected] and we'd be glad to hear from you. Nonetheless, we'd like to thank you for your continued support and for choosing FWD. May you have an amazing 2020 ahead. Cheers! Warm regards, Jeferson Maleza Customer Engagement Team

Hi Gomathi, Thank you for detailing your experience and our sincere apologies for the gaps noted across the above mentioned servicing touch-points. Thank your for giving us the opportunity to site and work on the areas of improvement. Our heartfelt thanks as well for your patience and the support that you've given to FWD. Wishing you a prosperous 2020, Gomathi. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Khoo Quek, Thank you for your feedback. There are factors affecting the revised in the rates. It could either be the change in the available discount or the revision of our premium. I've shared your feedback to our Sales team for their review. We'd like to thank you for choosing FWD as your preferred insurer. Wishing you a wonderful new year ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Wz, Greetings! The OTP when you need to log in is designed to strengthen and secure your personal details with us. Hope this clarifies and wishing you an awesome day ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Peng Sheng, We're sorry that you were having trouble retrieving your account. We've highlighted this experience to our IT team for them to look into and ensure no similar experience in the future. Last but not the least, thank you for choosing FWD. Have a pleasant Friday and weekend ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi Valtino, We'd like to thank you for sharing your experience and we apologise for the inconvenience caused. We've shared this to our IT team for them to look into the issue and ensure no similar occurrence in the future. We'd like to thank you for your patience on not giving up with your purchase and for choosing FWD. Have an amazing week ahead. Warm regards, Jeferson Maleza Customer Engagement Team

Hi TS, Truly appreciate your patience in not giving up with your purchase and for sharing this to us. We're sorry for the not so seamless experience and we have relayed this to our IT team as well. We hope to serve you in a much positive light moving forth. Thank you for choosing FWD and have an awesome day! :) Warm regards, Jeferson Maleza Customer Engagement Team