Have got the Home and fire insurance from them. When claiming from them as there was water leaking from the wall affecting the cabinet, they claim it was not cover. Only water cause by sandstorm and g... See more
Company replied
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See what reviewers are saying
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
I bought a travel insurance plan that covers before and during trip. 1 week before my travel date, i was hit by a car and i have knee fracture and was unable to travel. I put in my claims online and v... See more
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
Replied to 58% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Claim is a nightmare!
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.
16 January 2025
Unprompted review
Reply from FWD
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 contact.sg@fwd.com and claims.sg@fwd.com 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
Clear and reliable
18 February 2025
Unprompted review
Reply from FWD
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…
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!
12 February 2025
Unprompted review
Reply from FWD
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
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.
14 February 2025
Reply from FWD
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
Travel insurance ..
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.
14 February 2025
Unprompted review
It should be a seamless online process
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.
13 February 2025
Unprompted review
Reply from FWD
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
Good value and seamless application.
12 February 2025
Reply from FWD
Hi Guan Leng,
We really appreciate your 5-star rating and positive feedback.
It's satisfying to know that we're able to make insurance as simple as possible and our rates as competitive as it can be. 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.
Feel free to contact us for any assistance that you may require and we'll be more than happy to help you.
Have a lovely week! :)
Warm regards,
Customer Engagement Team
Fast and easy to do enrollment online
Fast and easy to do enrollment online. Website information clearly stated.
12 February 2025
Unprompted review
Reply from FWD
Hi Jessy,
We really appreciate your 5-star rating and positive feedback.
It's satisfying to know that we're able to make insurance as simple as possible and our rates as competitive as it can be. 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.
Feel free to contact us for any assistance that you may require and we'll be more than happy to help you.
Have a lovely week! :)
Warm regards,
Customer Engagement Team
Good experience with FWD
Is easy to search for product & fast to navigate through. Price is also good & the coverage quite ok. Thank you
11 February 2025
Unprompted review
Reply from FWD
Hi Swee Huang,
Thank you for sharing your experience with us and for the 5-star ratings.
We are thankful for your trust with FWD's products and services. We would like you to know that your support means a lot to us.
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 ahead! :)
Sincerely,
Customer Engagement Team
Browsing was easy
2 February 2025
Unprompted review
Reply from FWD
Hi Wing Kit,
Thanks so much for leaving us this generous 4-star review on this platform. We are very happy to know that you had a positive experience with us.
FWD believes in Simple, Reliable and Direct! 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 once again for trusting us with your insurance needs. We hope for your continued support, and we'll truly appreciate if you could tell your friends and family about us too!
Stay safe and have a splendid weekend ahead!
Sincere regards,
Customer Engagement Team
$50 COMPENSATION!! WOOHOO!!!
Wanted to compensate me $50 for Samsonite bag because i don’t have a receipt and it’s their policy. No receipt, $50. Appealed and rejected. No case to case basis. No two ways about it. Reported about damaged luggage immediately at airport luggage conveyor belt. Probably thinks i’m trying to scam them. Feels like i got scammed. Ridiculously disappointing. So much for buying insurance for peace of mind. Stay far away from buying anything from FWD everyone. Best to go DirectAsia or other insurance companies.
28 January 2025
Unprompted review
Reply from FWD
Dear Farhan Mashud,
Thank you for taking your time to share your feedback with us.
As per our policy wordings, for “Theft or damage to baggage or personal belongings” benefit, without a purchase receipt, the maximum payout is $50 per item. As no purchase receipt was provided, the payout has been set at $50.
We are sorry that this may not be the outcome you wanted, we seek your understanding that we must administer our claims according to the terms and conditions.
Warm regards,
Donna
Customer Engagement Team
FWD looks to be a promising insurance company
We went with FWD this year for our maid's insurance, with outpatient clinic coverage. The price is quite good.
Pros:
- Very good experience with customer support. They were able to help me with my problem quickly.
Cons:
- The website and mobile app needs to fix some rough edges. It turns out I can't create claims from the mobile app/website, and it's just telling me "oops, an error occurred."
21 January 2025
Unprompted review
Reply from FWD
Hi Miguel,
Thank you so much for your positive rating!
It makes us happy that we have your support as an awesome customer. 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.
Again, thank you and have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
FWD happily take your money but make it hard to claim
Their website makes it easy to sign up and pay them money, but next to impossible to submit a claim. Their app is wonderful if you want to purchase insurance, but will not allow you to submit a claim. When you go on their website to submit a claim, the site will log you off for no reason requiring you to login again with Singpass. While they will save your credit card for premium payments, the site will not save your account for claims payments, requiring you to enter the information every single time you wish to submit a claim.
Finally, after all of the documents have been submitted and filled out, the website will say "Oops, something went wrong" with no explanation as to what it was. I have tried 6 times to submit a claim online and they have all failed. I am so frustrated with this company who will happily take your money but provide next to no customer service or transparency.
16 January 2025
Unprompted review
Reply from FWD
Dear Brain,
Thank you for sharing your feedback, and we're sorry for the unpleasant experience you've while submitting a claim online.
To clarify, we do not store customer credit card details for premium payments unless it's for a life policy. For claim payouts, we offer options such as PayNow, cheque, or bank transfer. Therefore, during the online claim submission process, we require customers to provide their preferred payout method and details.
We would like to further look into your concerns. Kindly email us your policy details by sending them via email to contact.sg@fwd.com with subject title “ Trustpilot Review – (Your Name).
We look forward to hearing from you.
Warm regards,
Donna
Customer Engagement Team
Great service
I submitted a travel claim to FWD around two months ago due to suddenly contacted chicken pox before my travel flight and had a pleasant and wonderful experience with the FWD Claims Team particularly my FWD claims examiner Lee Su Yi. This is my first experience of submitting a travel claim and the claim submission through the website was easy to use and user-friendly. After submission I was kept updated on the progress periodically via email and the claim was ultimately approved. It was a smooth process and Lee Su Yi has been very efficient and professional so far. Really a reliable insurance company and highly recommended, will surely buy travel insurance from FWD in all of my upcoming trips.
23 November 2024
Unprompted review
Reply from FWD
Hi Ng,
We would like to say thank you for taking the time to leave us this wonderful review for our dear Su Yi!
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.
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 very beautiful evening!
Sincerely,
Customer Engagement Team
Ease of renewing policies
Ease of renewing policies. Hope to see more payment methods like PayNow added to ease payment further.
15 January 2025
Unprompted review
Reply from FWD
Hi Erma,
We're very glad to receive such awesome feedback and 5-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 also 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 day! :)
Sincerely,
Customer Engagement Team
Fair and reasonable insurer
The FWD claim process was smooth and fussfree. The entire process was very reasonable and fair, and we were kept updated on the progress throughout. A very pleasant experience with FWD. I've always bought my insurance from FWD because the app makes it so easy to get myself insured. But this first experience of actually filing a claim has cemented my choice of FWD as my go-to for insurance needs.
13 January 2025
Unprompted review
Reply from FWD
Hi Jean,
Thanks so much for leaving us this generous 5-star review on this platform. We are very happy to know that you had a positive experience with us.
FWD believes in Simple, Reliable and Direct! 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 once again for trusting us with your insurance needs. We hope for your continued support, and we'll truly appreciate if you could tell your friends and family about us too!
Stay safe and have a splendid weekend ahead!
Sincere regards,
Customer Engagement Team
Reply from FWD
Hi Bin Sim,
We are truly grateful to receive this positive review and 5-star rating!
It makes us happy reading such review, thank you so much for your support and trusting us with your insurance needs.
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.
We wish you an awesome day! :)
Sincerely,
Customer Engagement Team
Overall great experience.
7 January 2025
Unprompted review
Reply from FWD
Hi Anudeep,
Thank you so much for your positive rating!
It makes us happy that we have your support as an awesome customer. 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.
Again, thank you and have an amazing weekend ahead! :)
Warm regards,
Customer Engagement Team
The feedback for FWD app is the app is…
The feedback for FWD app is the app is easy to purchase policies but impossible to make a claim. I am doubtful I will sign up again. Bad customer experience.
4 January 2025
Unprompted review
Reply from FWD
Dear Theclamhteo Teo,
We're sorry to learn on the unpleasant experience and thank you for sharing your feedback with us.
We would like to understand more of your feedback, and we would be grateful if you could provide us with more information on this matter by dropping us an email to contact.sg@fwd.com. Kindly also indicate in the subject "Trustpilot Review" so we can easily identify your email.
We look forward to hearing from you.
Warm regards,
Donna
Customer Engagement Team
Reply from FWD
Hi Vijay Kumar,
Thank you for your wonderful feedback and 5-stars rating.
We strive hard to provide the best possible service and products to our customers and their satisfaction is our reward. We are very grateful for your support, and we are truly glad that your experience had been smooth with us.
Please feel free to contact us should you have queries or concerns about your insurance, and we will be happy to help.
Do have an amazing day! :)
Sincerely,
Customer Engagement Team
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