Naysa Koh (A Star)
I wouldn’t have rated the company 4-star if not for the quality help rendered by Ms Naysa Koh. The travel claim which I submitted was bluntly rejected by the Claims Team. After purchasing a travel policy, I was unfortunately unable to make the trip due to the sudden passing of my youngest sister early January 2024 (same day of our trip), thus the entire vacation was cancelled. Since I was still grieving, I reached out to FWD only after 2 weeks wanting to understand the process of the claim, however, I was advised by another customer engagement officer that my claim was unlikely to be honoured, despite me having opted for an optional enhanced benefit (CANCEL FOR ANY REASON). I followed up with an official email and did not hear back for months until the team claimed to have responded to me, an email which I was unable to locate. Anyway according to Naysa, the content of the email was that my claim was not successful. I was of course utterly disappointed with FWD for the lack of compassion since the trip was canceled due to a death in the family, besides the enhanced benefit option would have covered me anyway but unfortunately it was not, because the travel policy was purchased less than 3 days ahead of my trip. Guess that was where the lack of compassion came into play. After having spoken to Naysa, she kept apologising but I told her it obviously was not her issue. She was very patient even when I sounded unhappy with the company’s decision. I provided her with my view that the least FWD could have done was to refund the premium since the trip never materialised. I was really surprised when I received a call from her the next day informing me that she had submitted the refund request on my behalf and it was successful. It then struck me that Naysa is so customer focused! I congratulate FWD for having such a sincere, thoughtful and helpful employee but I do not agree that it had bluntly rejected my claim. Regards, Pauline 1:18am 10th May 2024