I had an easy time submitting my claim, although I took so much time trying to retrieve documents! A little bit of going back and forth but all my mistake as I could not locate my documents. Fabian Y... See more
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See what reviewers are saying
The customer care is very helpful. But I was forced to speak to AI bot before I could reach the customer care. and then explain the same thing to the customer care officer. If your bot is not complet... See more
Company replied
Enquired about whether my helper's insurance covered trips to Malaysia and was promptly clarified by Chris that it was. Thankful for the prompt reply which shaved off concerns about getting another tr... See more
Company replied
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 adjust... See more
Company replied
Company details
- Insurance company
- Accident insurance company
- Disability Insurance Company
- Personal Insurance Company
- Term Life Insurance Provider Company
Written by the company
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.
Contact info
6 Temasek Blvd, #18-01 Suntec Tower, Four , 038986, Singapore
- www.fwd.com.sg
4.1
Great
24k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 38% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Fast response to my enquiries.
29 October 2024
Unprompted review
Reply from FWD
Hi Michael,
Thank you so much for your positive rating!
FWD believes in Simple, Reliable and Direct! We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Have an amazing week ahead! :)
Warm regards,
Customer Engagement Team
Reply from FWD
Hi Paul,
Thank you so much for your positive rating!
FWD believes in Simple, Reliable and Direct! We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
Very easy to renew my Accident…
Very easy to renew my Accident Insurance w FWD, but sure hope they can give more Loyalty and Renewal cost, as insurance cost also keeps going up year after year.
29 October 2024
Reply from FWD
Hi Marc,
Many thanks for this 5-star review you left us! :)
We put much effort to provide the best possible for our customers and their satisfaction is our reward. Rest assured that we will maintain what's good and continue finding ways to make things better.
Once again, thank you for choosing FWD and taking the time to share your pleasant experience with us.
Cheers to a lovely day!
Sincerely,
Customer Engagement Team
I did not give you 5 * because your…
I did not give you 5 * because your website blocked my many attempts to complete it. It kept stating that my postal code was invalid. Then the final was wrong. An additional Unit number was added????
29 October 2024
Unprompted review
Good experience
Had a good experience with the staff at FWD. Needed to make some changes to the travel insurance. Wrote an email and the customer engagement team ( Razim) promptly reply. 5 stars!
25 October 2024
Unprompted review
Reply from FWD
Hello Mei Ling,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Razim.
We are glad to know that you got the help you needed. Compliments like these are truly motivating to the team as we strive towards service excellence!
Thank for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Wishing you a wonderful day ahead!
Sincerely,
Customer Engagement Team
Excellent Customer Care
Azlina Rahman was so helpful in explaining how maid insurance cancellation policy works especially when work permit is cancelled. Azlina went beyond my expectation to check the details of insurance and its claims. I almost made up my mind that I won’t get any refund and that’s when Azlina’s email came about reverse claim to get my refund. Really appreciate her support I received. And I will be getting my refund soon. Thank you so much!
14 October 2024
Unprompted review
Reply from FWD
Hi Ranjani,
We're grateful and thrilled to receive your generous feedback for our dear Azlina!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Azlina and the rest of our team as we strive towards service excellence.
We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Once again, thank you and wishing you a beautiful day! :)
Sincere regards,
Customer Engagement Team
Great Service and follow up
Pam has helped address my needs and concerns in a prompt and patient manner. Would like to drop a note of appreciation to her and FWD on this. Cheers.
25 October 2024
Unprompted review
Reply from FWD
Hi Bing Wen,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Pam.
This compliment is truly motivating to the team as we strive towards service excellence. Thank you so much for taking the time out to share your experience with us— we will pass on this compliment to Pam.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Again, thank you and have an awesome day ahead! :)
Sincerely
Customer Engagement Team
platform is simple and easy to use
platform is simple and easy to use. Not complex
24 October 2024
Unprompted review
Reply from FWD
Hi Ling Ling,
Thank so much for the 5-star rating and awesome review!
FWD believes that insurance should be simple, reliable, and direct. We're so glad that your experience was a breeze!
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Wishing you a pleasant day ahead!
Sincerely,
Customer Engagement Team
Helpful agent-Mr Ameer Murad
Mr Ameer Murad is a very helpful and responsible to my case. I really appreciate his help when I face problems. He helped to approach the marketing team to let me enjoyed the 40% on travel insurance which was expired yesterday without any noticed given to me when I called to enquiry more information regarding coverage matters. Once again, I thank you to Mr Ameer Murad and marketing team.
23 October 2024
Unprompted review
Reply from FWD
Hi Jenny,
We're grateful and thrilled to receive your generous feedback for our dear Ameer!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Ameer and the rest of our team as we strive towards service excellence.
We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Once again, thank you and wishing you a beautiful week! :)
Sincere regards,
Customer Engagement Team
Amendment of traveller name
I made a request to amend my spouse name which was wrongly input in the travel insurance. My request was promptly responded by Mohan.
22 October 2024
Unprompted review
Reply from FWD
Hi Baranikumar,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Mohan.
This compliment is truly motivating to the team as we strive towards service excellence. Thank you so much for taking the time out to share your experience with us— we will pass on this compliment to Mohan.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Again, thank you and have an awesome week ahead! :)
Sincerely
Customer Engagement Team
Cancel for no reason not applicable
If you are intending to buy your air tickets more than 6 months before your travel date, you will not be able to buy the rider for cancellation with no reason as you have to buy the insurance within 7 days of buying your first item for the travel.
22 October 2024
Unprompted review
Reply from FWD
Dear Fed up,
Thank you for taking your time to share your feedback with us.
As per our policy wording, the "Cancel for Any Reason" rider is applicable only if you purchase this add-on within 7 days from the initial trip deposit for your trip, such as your air ticket. Unfortunately, if the air ticket is brought more than 6 months, the rider would not be applicable in this case.
However, we truly appreciate your feedback and will be sharing it with our product team for future consideration.
If you have any further concerns or need assistance, please do not hesitate to reach out. We are here to help and ensure your satisfaction.
Wishing you a lovely day ahead.
Warm regards
Donna
Customer Engagement Team
Hassle-free Process
Hassle-free experience and straightforward registration process. Love it.
22 October 2024
Unprompted review
Reply from FWD
Hi Zaid Ismail,
Your positive review made our today! :)
At FWD, we are committed to change the way people feel about insurance and we're happy that you are letting us know we are on the right track. Rest assured that we will maintain what's good and continue finding ways to make things better.
Thank you so much for trusting us with your insurance needs.
Have an awesome day ahead! :)
Warm Regards,
Customer Engagement Team
Helpful staff
Needed to change the travel dates. Wrote in on Sunday and got a call on Tuesday from a friendly staff who quickly solved the issue in a fuss-free way.
22 October 2024
Unprompted review
Reply from FWD
Hello LM,
We're very glad to receive such awesome feedback and 4-star rating from you.
At FWD, serving our customers is our utmost priority. We can't thank you enough for taking the time to share your buying experience with us and making FWD your insurance of choice!
Please feel free to contact us for any assistance that you may require, and we'll be happy to help you.
Wishing you a safe and pleasant week! :)
Sincerely
Customer Engagement Team
Changes to Travel Plans
Got help from Michele to address my booking issue and changes made efficiently.
21 October 2024
Unprompted review
Reply from FWD
Hello Max,
We are truly grateful to receive your heartwarming feedback.
This positive feedback is truly motivating to the entire team as we strive towards service excellence. We are on a mission to change the way people feel about insurance and so we're glad to know we're on the right track.
Thank you so much for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
Here's wishing you an awesome day ahead. Cheers! :)
Sincerely,
Customer Engagement Team
Reply from FWD
Hi Chee Koon,
Thank you so much for taking the time to leave us a 5-star review.
We are on a mission to change the way people feel about insurance and so we're glad to know we're on the right track.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Thank you once again for trusting us with your insurance needs.
Stay safe and have a lovely day ahead!
Sincerely,
Customer Engagement Team
Long waiting time to make a claim outcome
Made a claim via email with supporting evidence on 9 Oct24 but yet to recive an outcome till today, 18Oct24.
Not sure if it is due to I just bought the basic plan and result not much assistance from FWD.
Saw some reviews saying FWD claim was fast. Not sure it is is genuine or not.
Going another trip in coming week and have decided to buy policy from another insurance company.
Suggest to explore a few more on feedback before decide which company to go for.
9 October 2024
Unprompted review
Reply from FWD
Dear Chichiu Tam,
Thank you for sharing with us your feedback.
I understand your concern about the claim status, and I want to assure you that the plan you purchased dose not affect the level of service we provide.
Please note that our claim turnaround time is 14 working days or earlier, or could be longer depending on the complexity of the claim and the availability of the supporting documents.
Rest assured that our claim team is working diligently to process it, and you will receive an update within the expected timeframe.
Appreciate your patience and understanding during this process.
Feel free to reach out directly to us should further clarification and assistance is required and we’d be glad to assist.
Warm regards,
Donna
Customer Engagement Team
Reply from FWD
Hello Richard,
We're grateful and thrilled to receive your generous feedback and the 5-star rating!
We are committed to change the way people feel about insurance and we're happy that you are letting us know we are on the right track. Rest assured that we will maintain what's good and continue finding ways to make things better.
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 wonderful afternoon!
Kind Regards,
Customer Engagement Team
Very good service.
14 October 2024
Unprompted review
Reply from FWD
Hello Markus,
Thank you for your generous review.
This compliment is truly motivating to the team as we strive towards service excellence. Rest assured that we will maintain what's good and continue finding ways to make things better at FWD.
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Thank you once again for choosing FWD for your insurance needs.
Cheers to a lovely day!
Sincerely,
Customer Engagement Team
easy to surf
12 October 2024
Unprompted review
Reply from FWD
Hi Serena,
Thank so much for the 5-star rating and awesome review!
FWD believes that insurance should be simple, reliable, and direct. We're so glad that your experience was a breeze!
Please know that we are only a phone call, chat or an email away should you have queries or concerns about your policy. We'll be more than happy to help you.
Wishing you a pleasant day ahead!
Sincerely,
Customer Engagement Team
Claims very prompt. Submit today received payment tomorrow. Thumbs Up
Price reasonable. Claims very effective and prompt. Call up enquiring also very polite.
10 October 2024
Unprompted review
Reply from FWD
Hi Nancy,
Thank you so much for your positive rating!
FWD believes in Simple, Reliable and Direct! We sincerely appreciate you for choosing FWD and taking the time to share your pleasant experience with us.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
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