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.
Hi Francis,
Thank you so much for taking the time to leave us a 5-star review.
We are happy to know that your experience with us was a breeze. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD; and that on the center of it all will be our customers and how we could make insurance simple, reliable and direct.
Please feel free to contact us should you have queries or concerns about your insurance and we will be happy to help.
Stay safe and have a very beautiful day!
Warm regards,
Customer Engagement Team
Hi Sayed,
We're very glad to receive such awesome feedback and 5-star rating from you.
At FWD, we are in a mission to change the way people feel about insurance, and believes that insurance should be simple, direct and reliable - as the way it should be. We are so glad that you see our efforts in making this mission possible. Thank you very much for trusting 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.
Keep safe and have a beautiful day! :)
Warm regards,
Customer Engagement Team
Hi Jimmy,
We're very glad to receive such awesome feedback and 5-star rating from you.
At FWD, we are in a mission to change the way people feel about insurance, and believes that insurance should be simple, direct and reliable - as the way it should be. We are so glad that you see our efforts in making this mission possible. Thank you very much for trusting 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.
Keep safe and have a beautiful week! :)
Warm regards,
Customer Engagement Team
I've been left hanging by customer service for ALMOST 2 MONTHS now, with no update of whether they even want to accept or reject my appeal for claim. They also try their best to hide and omit favourable conditions from the insurance buyer even if it's stated in their policy contract, and it's up to the buyer to identify such clauses on our own. I've been put on hold on the phone multiple times and sent in many emails with no reply. So disappointed and disgusted that I am stuck with them for my annual travel policy. As they say - nothing good comes cheap! Was lured in by their low premiums but now I totally understand why. Totally disappointed. Please give me back my money which you legally owe me...
FWD 回复2025-03-13
Dear MJ,
I am truly sorry to learn about your recent claim experience and that the process has been too long than usual.
I would like to look into your feedback and concerns.To do so, kindly email us your policy/claims details by sending them via email to [email protected] with subject title “ Google Review – (Your Name) as we are unable to retrieve any details from your initials.
Once again, thank you MJ for your feedback and we look forward to hearing from you.
Sincerely,
Lina Zulkifli
Customer Engagement Team
I traveled overseas to visit my relatives and requested FWD to extend my travel insurance for a few extra days so I could care for a relative in need. I provided all the required information and documents via IDD calls and emails, expecting a basic level of extension service that any travel insurance company should offer. I would have been completely fine if FWD had reviewed my request and decided not to approve it. However, they showed no concern and failed to provide any update on the status of my request. I have since returned to Singapore, yet I never received any response.
I always ensure I have travel insurance when traveling abroad, but this is the first time I have been completely abandoned by an insurance company. I have never experienced such negligence, leaving me vulnerable and unprotected as a customer.
FWD 回复2025-03-18
Dear Michael,
I hope all is well at your end and your recent trip.
Thank you for detailing your concerns and we’re sorry that our team may have not met your expectations.
I understand that the Team Manager have reached out to you personally to clarify the matters.
We thank you for being forthcoming and for allowing us to further improve our services to our customers.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
Hi Tom,
Thank you for sharing your experience with us and for the 5-star ratings.
We would like you to know that your support means a lot to us. We are thankful for your trust with FWD's products and services. Rest assured that we will maintain everything that is great and will also continue to find ways to make things even better for our customers.
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Stay safe and we wish you a splendid week! ;)
Warm regards,
Customer Engagement Team
Called and Amin attended to me and found the answers to my query, highly recommended
FWD 回复2025-03-20
Hi Rupert,
We're grateful and thrilled to have received your generous feedback for our dear Amin!
This compliment is truly motivating to him and the rest of our team as we strive towards service excellence. At FWD, serving our customers is our utmost priority.
Thank you once again for trusting us with your insurance needs. We'd be more than happy to help you again should you need further assistance.
We wish you a fantastic week! :)
Sincere regards,
Customer Engagement Team
Attended by Mohan who patiently guided me the steps to apply for the single plan travel insurance with explanation on additional riders such as COVID-19, pre-existing medical conditions, cancel without ask. He stayed on the line with me for 43 minutes till the end of online payment. Grateful to be served by him & he is a gem in FWD customer service team. Highly recommended FWD if you are looking for single plan travel insurance & unsure type of riders to add on.
FWD 回复2025-03-20
Hi Kristy,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Mohan.
Compliments like these are truly motivating to the team as we strive towards service excellence. We are glad to know that you got the help you needed, and we'll be more than happy to assist you again should you have any concerns.
Thank you once again for trusting us with your insurance needs.
We look forward to serving you again in the future!
Have a very beautiful evening! :)
Sincerely,
Customer Engagement Team
Interface link issues, bank payment page leads to nowhere and have to refill all the form inputs . It wasn’t like this used to be way more efficient -.- after multiples tries finally managed to buy the policy but the document cannot be downloaded zz
FWD 回复2025-03-13
Dear Amanda,
Thank you for sharing your experience with you and our sincere apologies that the journey was not as seamless as expected.
We would like to further clarify and ensure you are able to have access or download your policy documents. We'd appreciate if you can drop us an email with your policy number at [email protected].
We look forward to hearing from you and we thank you for your patience and for choosing FWD.
Wishing you a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
Amin responded promptly
He took effort to check with marketing and came back with positive replied
Good!
FWD 回复2025-03-20
Hi Roger,
We're grateful and thrilled to have received your generous feedback for our dear Amin!
This compliment is truly motivating to him and the rest of our team as we strive towards service excellence. At FWD, serving our customers is our utmost priority.
Thank you once again for trusting us with your insurance needs. We'd be more than happy to help you again should you need further assistance.
We wish you a fantastic week! :)
Sincere regards,
Customer Engagement Team
Had to purchase out insurance n also to get the start date bring forward . Platform require 3 working days n so we rang the service hotline . Mr harbor Singh took our call n said will make the adjustments and also will ring us back . Our request was in the morning and by 1pm we saw the email with adjustment in the agreement and followed by a call from him confirming he’s done it for it ! Amazing service
FWD 回复2025-03-20
Hi May,
Thank you so much for taking the time to leave us a 5-star review.
We are happy to know that your experience with us was a breeze. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD; and that on the center of it all will be our customers and how we could make insurance simple, reliable and direct.
Please feel free to contact us should you have queries or concerns about your insurance and we will be happy to help.
Stay safe and have a very beautiful week!
Warm regards,
Customer Engagement Team
Online travel claim is easy but reply is 14 days later, only for them to request an item & wait for another 14 days for reply to submit another item. This went on for 2 months with no end insight. Claim with airline already resolved more than 1 month ago, even though it was submitted later
FWD 回复2025-03-01
Dear Choy,
We're sorry to learn on your experience so far as regards to your claim and thank you for bringing this to our attention.
I’d like to kindly request for your good-self to drop me an email to [email protected] and [email protected] and attention it to my name. Kindly indicate in the subject “Trustpilot Review” together with the policy and claim reference number.
I look forward to hearing from you, so that I could personally coordinate with our team to look into your feedback and close the status of your claim at the soonest and for the officer to personally reach out to you.
Our sincere apologies for the less than expected experience, and we thank you for your patience and being forthcoming in raising this to us.
Stay safe and wishing you a pleasant weekend ahead.
Sincerely,
Jeferson
Customer Engagement Team
Follow up claims not being entertained. Filed claim on 18/Dec/2024, called 1 month later on 17/1/2025, customer service said to response 5 working days. Waited till 24/2/25, still no response, another customer service said to response 5 workings days. No follow ups, no emails to my travel insurance claims.
FWD 回复2025-03-01
Dear Adeline,
We're sorry to learn on your experience so far as regards to your claim and thank you for bringing this to our attention.
I’d like to kindly request for your good-self to drop me an email to [email protected] and [email protected] and attention it to my name. Kindly indicate in the subject “Trustpilot Review” together with the policy and claim reference number.
I look forward to hearing from you, so that I could personally coordinate with our team to look into your feedback and close the status of your claim at the soonest and for the officer to personally reach out to you.
Our sincere apologies for the less than expected experience, and we thank you for your patience and being forthcoming in raising this to us.
Stay safe and wishing you a pleasant weekend ahead.
Sincerely,
Jeferson
Customer Engagement Team
Wonderful experience and chatted with helpful customer service officer name Kasturi. Knowledgeable , very patient and able to solved my queries with lightning speed! Received my revised travel policy from Grace today. Thanks again FWD make traveling overseas at ease and your efficient customer service staff!
FWD 回复2025-03-20
Hi Alicia,
We're grateful and thrilled to have received your generous feedback for our dear Kasturi!
This compliment is truly motivating to her and the rest of our team as we strive towards service excellence. At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice!
Feel free to contact us for any assistance that you may require and we'll be happy to help you. And, we hope that you could also share your experience with your friends and family too!
We wish you a fantastic week ahead! :)
Sincere regards,
Customer Engagement Team
Submitted claim for maid surgery and it has been more than 1 month with no result. Called the hotline multiple times which we got the promise of expediting but no update.
FWD 回复2025-03-01
Dear April Lim,
We're sorry to learn on your experience so far as regards to your claim and thank you for bringing this to our attention.
I’d like to kindly request for your good-self to drop me an email to [email protected] and [email protected] and attention it to my name. Kindly indicate in the subject “Trustpilot Review” together with the policy and claim reference number.
I look forward to hearing from you, so that I could personally coordinate with our team to look into your feedback and close the status of your claim at the soonest and for the officer to personally reach out to you.
Our sincere apologies for the less than expected experience, and we thank you for your patience and being forthcoming in raising this to us.
Stay safe and wishing you a pleasant weekend ahead.
Sincerely,
Jeferson
Customer Engagement Team
Hi Hoe Hin,
We're very thrilled to know that we have a very supportive and satisfied customer in you! :)
You are far too kind to spend some of your precious time writing about your experience. We are really thankful for your trust with FWD's products and services.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Thanks once again for rating us 5-stars!
We wish you a fabulous week ahead!
Sincere regards,
Customer Engagement Team
I had a great conservation with Ms Koki who have assisted me with my many enquiries. She is very knowledgeable and understands my needs in an instance. She even goes extra miles to check the status in the system for relevant matters. This assure me that I could confidently purchase my policies with FWD. Which I did!
FWD 回复2025-03-20
Hi Stella,
We're truly grateful and thrilled to have received your generous feedback for our dear Koki!
This compliment is truly motivating to her and the rest of our team as we strive towards service excellence. At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your experience with us and also making FWD your insurance of choice!
Feel free to contact us for any assistance that you may require and we'll be happy to help you. And, we hope that you could also share your experience with your friends and family too!
We wish you a fantastic week! :)
Sincere regards,
Customer Engagement Team
Travel insurance ... I needed medical coverage for ski/snow sports, their policy docs say nothing about extreme sports. Had to call helpline, they explained everything...would have been much easier if FWD would add clear coverage wording to policy document.
Super easy and simple renewal and reminders that the policy will expire within xxx timeline
The policy showed as ready for renewal in the app/ portal and a tick box to start the renewal process. All information about family members covered were auto-populated and only needed to be checked for accuracy. The payment process was super clear and easy to complete. A notification was sent almost immediately that the payment was received and policy was renewed.
FWD 回复2025-03-20
Hi Esther,
We want to thank you for rating us 5-stars and leaving this kind review.
It's always nice to know that our customers find our website interface is user-friendly. We put much effort to provide the best possible for our customers and their satisfaction is our reward.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to an awesome week! :)
Sincere regards,
Customer Engagement Team
It should be a seamless online process. However, the payment screen is always laggy and processing of card payment slow. There is no confirmation till few minutes later and I do not know if I should click on "enter" again. Otherwise, it may result in duplicate payment.
FWD 回复2025-02-20
Dear JW,
Thank you for highlighting your experience.
Your feedback is important to us. We're sorry that the purchasing journey was not as smooth as it was expected.
We will certainly relay this to our IT team for reference and ensure we mitigate similar encounter.
We thank you for your patience on not giving us with your purchase and for choosing FWD.
Wishing you a pleasant week ahead.
Warm regards,
Jeferson
Customer Engagement Team
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