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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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
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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.
Hotline of 6820 8888 is forever engaged…
Hotline of 6820 8888 is forever engaged and cannot be dialled through! Website does not allow cancellation of policy if you book it wrongly
26 December 2024
Unprompted review
Reply from FWD
Dear Sandy Lu,
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by the current issue with our hotline. Our IT team is actively working to resolve the matter.
In the meantime, one of our team members will contact you shortly to assist you with your policy cancellation.
We appreciate your patience and understanding.
Warm regards,
Donna
Customer Engagement Team
Reply from FWD
Hi Yee Wan,
Thank you so much for the 5-star rating and your kind appreciation to the service rendered by Koki.
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 day! :)
Sincerely,
Customer Engagement Team
FWD is really slow in Claims
FWD is really slow in Claims. I submitted my claims 2 months already with numerous email chaser and telephone calls but still no response.
On 9th Nov submitted via their website. No response. Called them and they said never received and give me an email on 19th Nov.
Now is 23rd Dec and still chasing
9 November 2024
Unprompted review
Reply from FWD
Dear Poh Eng Toon,
Thank you for sharing your feedback with us.
We're sincerely sorry to hear about your experience and understand how frustrating this must have been for you.
We take concerns like yours seriously.
We'd appreciate if you can drop us an email and provide us your policy or claim details 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
Extremely dissapointed with FWD
I had an extremely disappointing experience with FWD regarding my recent baggage delay. After more than 18 hours of waiting to get my baggage back, I was offered a $150 in compensation. To make matters worse, my friend, who experienced the same delay and circumstances, was compensated $450.
This inconsistency in compensation is shocking and raises serious concerns about fairness and transparency in how claims are handled. When I reached out to address the discrepancy, I was appalled to hear that FWD attributed it to an "incorrect compensation" for my friend, rather than acknowledging their mistake or reassessing my claim.
For a company of FWD's reputation, this is completely unacceptable. Insurance should be about fairness and reliability during stressful times, not about arbitrary payouts or poor communication. I am deeply dissatisfied and would strongly caution others to think twice before relying on FWD for travel insurance.
18 December 2024
Unprompted review
Reply from FWD
Dear Yvonne Liew,
Thank you for sharing your feedback with us.
We apologize for any inconvenience and confusion caused regarding your claim.
Based on our records, your baggage delay occurred on your return flight to Singapore. Under our policy, baggage delay coverage applies for the first 6 hours in Singapore, with a payout of $150.
As for your friend receiving $450, this was a mistake on our part. Our claims officer has contacted your friend to recover the $300 overpayment.
We assure your that all claims are assessed fairly based on policy terms. We apologize for this oversight and are working to improve our processes.
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
easy and seamless transaction
17 December 2024
Unprompted review
Reply from FWD
Hi Ashari,
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 weekend ahead! :)
Sincerely,
Customer Engagement Team
Thank you
Thank you, Razim for the excellent service. He answered my questions and solved my problem promptly. Thank you!
13 December 2024
Unprompted review
Reply from FWD
Hi Eve,
We hope your week is going well.
We're definitely thrilled to receive such a wonderful review for our dear Razim. It's customers like you that gives us the encouragement we need to keep going as we strive for service excellence. Thank you so much!
Please do not hesitate to let us know should you have queries or clarifications about your policy, and we will be happy to assist.
We look forward to serving you in the future. May you have a lovely day!
Sincerely,
Customer Engagement Team
I wanted to terminate one of the plans…
I wanted to terminate one of the plans (cancer 100) that was charging on a monthly basis. Dropped a mail to the generic fwd box w my policy no.
Aisyah and Sharifah were both helpful with the follow emails and call within 1 day. Pleasant and friendly service.
Thank you.
12 December 2024
Unprompted review
Reply from FWD
Hi Anton,
We're grateful and thrilled to receive your generous feedback for our dear Aisyah and Sharifah!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Irish and the rest of our team as we strive towards service excellence.
Thank you so much 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 day! :)
Sincere regards,
Customer Engagement Team
Awesome customer service!
Grace was extremely helpful in her response to my inquiry as well as detailed in her response to my follow-up emails. Thank you for your assistance!
5 December 2024
Unprompted review
Reply from FWD
Hi Halizah,
We hope your week is going well.
We're definitely thrilled to receive such a wonderful review for our dear Grace. It's customers like you that gives us the encouragement we need to keep going as we strive for service excellence. Thank you so much!
Please do not hesitate to let us know should you have queries or clarifications about your policy, and we will be happy to assist.
We look forward to serving you in the future. May you have a lovely day!
Sincerely,
Customer Engagement Team
some feedback
very easy to use
should spell out original premium before application of discounts
12 December 2024
Reply from FWD
Hi Swee Ping,
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 weekend! :)
Sincerely,
Customer Engagement Team
Processing speed is just too slow
Processing speed is just too slow.
Payment processing is too slow too.
Print page button not working.
Submission of this survey couldn’t even be submitted with the same page.
11 December 2024
Unprompted review
Reply from FWD
Dear Dacky,
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
Prompt payment. Easy to understand policy due to crystal clear language.
Before my domestic helper was admitted to Singapore General Hospital, I called FWD to ask for advice. I was informed that I did not have to fork out cash upfront. However on the early morning of the admission, the hospital demanded an immediate down payment of S$15,000 or a letter of guarantee from FWD before allowing my helper to undergo the surgery. It was stressful & suspenseful as we were made to wait. Finally the staff reluctantly admitted my helper who was the last of all the patients to be processed. Thereafter the claim was promptly paid up. I was impressed with the speed of payment and the clear and simple language used in the insurance policy. Other than my initial problems with the hospital, I had a pleasant experience with the claim process and highly recommend FWD.
1 October 2024
Unprompted review
Reply from FWD
Hi YS,
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
I have purchased a group travel…
I have purchased a group travel insurance to Turkey (under worldwide excluding USA category). However upon making payment, (which cost around $161+) something went wrong, and I need to enter all the details again. I was shocked that price has changed higher ($185.90). Even though I still continued to make the payment, but I think ethically this is wrong, and appreciate if this can be addressed. Thanks
10 December 2024
Unprompted review
Reply from FWD
Dear Ting Hang Seng,
Thank you for taking your time to share your feedback with us.
Upon reviewing our records, it appears that when you generated the first quote for S$ 161.11, a 35% discount promo code was applied. However, during your second attempt, a different promo code was used, which provided a 25% discount, resulting in the updated price of S$ 185.90.
We understand how this situation may have been unexpected, and we sincerely apologize for any inconvenience caused.
Hope the above explains.
Warm regards
Donna
Customer Engagement Team
Really trustworthy Insurer
Really trustworthy Insurer! My aunt had a bad fall in Japan, FWD emergency team has stepped in to assist whilst we were in Japan. Very efficient and helpful. Emergency hotline is always manned so I can reach someone in time of emergency. Review and payment of claims are very fast as well. FWD is my no. 1 choice for my travel insurance needs, will definitely buy travel insurance from them next time I travel.
10 December 2024
Unprompted review
Reply from FWD
Hi Ng,
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 has revolutionized insurance buy-faster, cheaper
FWD has truly revolutionized the insurance buying experience! They’ve stripped away unnecessary hassle by only asking for the essentials—no irrelevant fields, no stress and ultimately, less time. Plus, their policies come at impressively affordable rates, making the process quick, simple, and wallet-friendly. Highly recommended!
10 December 2024
Unprompted review
Reply from FWD
Hi Mohan Natarajan,
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
Very easy and straight forward to get…
Very easy and straight forward to get travel insurance.
Very competitive pricing. Thank You.
9 October 2024
Unprompted review
Reply from FWD
Hi Viswa,
Thank so much for the 5-star rating and awesome review!
We're truly delighted for the trust. We try hard to provide the best possible service and products to our customers. FWD believes that insurance should be simple, reliable and direct.
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.
Again, thank you and have a fantastic weekend! :)
Sincerely,
Customer Engagement Team
cancelling my car insurance
I needed to cancel my car insurance for my old car as I hv bought a new car with a diff car insurer.
I called as I hv issue logging in to fwd using SingPass. Koki was the one who answered my queries n promptly advised me on the steps to follow.
Did not expect to b so easy. Just need to send relevant reports to them Koki promptly responded after I sent.
Good service!
9 December 2024
Unprompted review
Reply from FWD
Hi Chay Kheng,
Thank you for the 5-star rating and your kind appreciation to the service rendered by our dear Koki.
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 day! :)
Sincerely,
Customer Engagement Team
Good customer experience with FWD CS staff - Ms Dawn
Hi, I have been facing an issue with renewing my helper insurance policy. Thanks to Ms Dawn from FWD customer services, who helped me resolve the issue and kept giving me updates. I really appreciate her patience and attitude towards the customer.
9 December 2024
Unprompted review
Reply from FWD
Hi SiHui,
Thank you so much for the 5-star rating and your kind appreciation to the service rendered by Dawn.
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 day! :)
Sincerely,
Customer Engagement Team
Truncated fields
The fields to enter the details are truncated making it very difficult to enter via mobile.Very frustrating and time consuming process to keep going back and forth the pages. The payment process is similar
6 December 2024
Unprompted review
Reply from FWD
Dear Shasitharan Veeraputhiran,
Thank you for being forthcoming in sharing your purchasing experience.
We'd like to extend our apology for the hiccups that you have faced.
We have gotten our IT team to look further on your experience to avoid similar instance in the future.
We thank you for your patience and for choosing FWD.
Wishing you a pleasant day ahead.
Sincerely,
Donna
Customer Engagement Team
Reply from FWD
Hi Sarah,
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
Claims process is quick, easy and smooth
On my recent vacation in Japan this Nov, I had a fall and injured my wrist. Worried about the medical treatment in Japan, hassle of making direct call back to Singapore office while I was still touring, I opt to write email to get information on how to make medical claims when I returned to Singapore. Surprisingly I got fast reply the next day.
Due to worries on my injured wrist, I decided to seek treatment the next day in Japan rather than seeking treatment in SG upon return. Able to get clear information from the Customer Engagement Team Ms Aisyah was a relief from my anxiety.
Upon returned from my vacation, I start to make my medical claims through the Claim portal. Although I uploaded all required documents, I still got SMS message asking me for same sets of document to be sent via the email which is no big deal but puzzled.🤔
21 November 2024
Unprompted review
Reply from FWD
Hi Anna,
We truly appreciate your 4-star rating and positive feedback.
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 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 and cheers to an awesome day! :)
Sincerely,
Customer Engagement Team
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