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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
Unusual Difficulty to buy online.
Was a previous client. Encountered problems at registering, since 10 April. Got stuck. Tried different times. Contacted FWD for help. Continued but then got stuck at again. Need to re-key in data, even though saved. Contacted FWD. Finalize registering unable to pay after clicking Visa. Tried 2x still stuck. Contacted FWD to resend new link. Finally payment got thru. Had I not been a previous client, I would have got on to another insurer. Last year was PNTR 2024 00453521. This year PNTR 2025 00220584.
April 24, 2025
Unprompted review
Reply from FWD
Dear Mr Eng,
Thank you for sharing your experience recently when purchasing your Travel policy.
We're sorry that you did not have a seamless check-out process. Thank you for allowing the team to reach out to you to clarify the journey.
We thank you as well for your patience and continued support with FWD.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
smooth and fast process
smooth and fast process. very informative to ensure proper decision making
April 24, 2025
Unprompted review
Reply from FWD
Hi Charles,
Thank you for sharing your experience with us and for the 4-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 day! ;)
Warm regards,
Customer Engagement Team
Its a hassle applying travel insurance…
Its a hassle applying travel insurance using handphone. The box requiring date of birth doesnt work despite several attempts. VERY FRUSTRATING!
Had to use my laptop to submit successfully.
April 23, 2025
Unprompted review
Reply from FWD
Dear Tan Soon Hock,
Thank you for sharing with us your recent purchase experience and we apologise that it wasn't a seamless and smooth journey for you using handphone.
As there was no other reported issues, it may have been an isolated case. Our team tried to reach out to you to clarify and understand further so that we can get our IT team to further investigate. This to ensure we can prevent similar encounter in the future. We look forward to hearing from you.
Nonetheless, we'd like to take this opportunity to thank you for your patience on not giving up with your purchase and for choosing FWD.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
Easy to follow,clear layout
Easy to follow,clear layout. Fir first time buyers,have discount. Thank you.
April 23, 2025
Unprompted review
Reply from FWD
Hi Choon Chai,
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 day! :)
Sincere regards,
Customer Engagement Team
Great Customer Experiences - Helper/Maid Policy
I'd like to express my sincere appreciation to Darshini for providing great customer experiences on 23 Apr 25 (at about 1220 hours). She listened attentively about issue about my outlook email & quickly updated it.
She also updated me on the status of the helper's claims & notified the staff concerned to use my new email.
As a senior citizen, I'm really grateful to Darshini for providing me a seamless customer experiences. Her dedication in providing excellent customer services is commendable.
I will buy more insurance policies from FWD; going forward
April 23, 2025
Unprompted review
Reply from FWD
Hi Peihoon,
Your appreciation of our service etiquette made us smile today. It's so kind of you to share how you felt about the service that's been rendered by Darshini.
We are truly happy that your experience with us left a positive impact on you. Thank you for trusting us with your insurance needs.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Wishing you a wonderful day!
Kind regards,
Customer Engagement Team
Terrible Claim Experience-No Communication or Support
I’m extremely disappointed with the travel insurance claim process at FWD. I filed a claim for a travel disruption and received a final amount that didn’t make sense. I reached out to their customer service team requesting clarification—but received no response at all.
After waiting patiently, I sent a follow-up (chaser) to get an update, and once again, complete silence. It's incredibly frustrating to be ignored, especially when trying to get basic information about a claim.
The lack of transparency and communication is unacceptable. If this is how claims are handled, I can’t imagine how stressful it would be in a more urgent or serious situation. I expected better service from a company that promises support during travel emergencies.
Would not recommend to anyone looking for reliable or responsive travel insurance. I genuinely regret choosing this provider.
April 22, 2025
Unprompted review
Reply from FWD
Dear Peg,
Thank you for taking the time to write your feedback on Trustpilot as regards to your recent claim experience.
We are sorry that our team did not meet your expectation.
Upon checking with our team, we understand that our claim administrator has explained the basis of the outcome and settlement.
We seek your understanding and feel free to connect with our team should further clarification is required.
Stay safe and wishing you a pleasant day ahead.
Sincerely,
Jeferson
Customer Engagement Team
The premium has increased by 9%!
The premium has increased by 9%! And without any claim history!
April 20, 2025
Easy and fast .prompt follow up
Easy and fast .prompt follow up !
All the important information and details all done up ! No hassle to filling up one more time. Good to have a loyalty discount which is a bonus .
April 20, 2025
Unprompted review
Reply from FWD
Hi Ailing,
We want to thank you for the kind words you have shared in this review.
You are far too kind to spend some of your precious time writing about your experience with us. We would like you to know that your support means a lot to us, and we are really thankful for your trust with 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.
Have a beautiful day! :)
Sincere regards,
Customer Engagement Team
Buying travel insurance is easy
It is pretty straightforward when buying a travel insurance online.
I managed to receive my claim for my previous travel insurance with FWD within a day once it is approved.
April 18, 2025
Unprompted review
Reply from FWD
Hi Saoirse,
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 day! ;)
Warm regards,
Customer Engagement Team
Travel Insurance
Niza was helping me on my Travel Insurance queries. For my peace of mind, she suggested to reply me in email so that I would have a black and white reply before I purchase the Annual Family Travel Insurance. Niza, Thank you for your help.
April 12, 2025
Unprompted review
Reply from FWD
Hi Jenny,
Your appreciation of our service etiquette made us smile today. It's so kind of you to share how you felt about the service that's been rendered by Niza.
We are truly happy that your experience with us left a positive impact on you. Thank you for trusting us with your insurance needs.
Please know that we are only a chat, phone call or email away if you have any concerns or queries about your policies.
Wishing you an awesome day!
Kind regards,
Customer Engagement Team
I was attended to by Amin
I was attended to by Amin. He was very polite, patient and responsive to my queries on maid insurance claims and very willingly agreed to put the answers down in an email. I highly recommend FWD Insurance for their attentive service.
April 11, 2025
Unprompted review
Reply from FWD
Dear Customer,
We're truly 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. 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 lovely day! :)
Sincere regards,
Customer Engagement Team
Reply from FWD
Hi Aris,
We really appreciate your positive rating!
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 chat, phone call or email away if you have any concerns or queries about your policies.
Thank you once again and cheers to an awesome day ahead! :)
Sincerely,
Customer Engagement Team
Claim process time consuming and still pending
Submitted 2 claims, both were outright rejected (Despite submitting the docs according to their requirements) saying the required documents were not submitted. After appeal, I got another list of required documents. They even want me to give the exchange rate for the day the claim was made the day I bought the tickets, certification from the attending doctor during hospitalization in Singapore (Travel Disruption due to illness) they want the hospital to fill a form (to know if i was really sick!) for which I had to pay S$120.
Both the claims still pending.
The claim process is laborious and time consuming, clearly designed for rejecting claims. Cheap here means don't buy. It's not worth. And let me remind you FDW is not cheap, they have created the perception
December 3, 2024
Unprompted review
Reply from FWD
Dear Sufi,
Our apologies on your recent claim experience. Thank you for bringing this to our attention and we hear your frustrations.
We have put forth your feedback to our claims team and understand that the officer in-charge is in touch with you.
We hope to conclude the claim very soon.
We thank you for your patience.
Sincerely,
Jeferson
Customer Engagement Team
FWD always our number 1 to go for…
FWD always our number 1 to go for travel insurance
April 9, 2025
Unprompted review
Reply from FWD
Hi McFarlane,
We want to thank you for the kind words you have shared in this review.
You are far too kind to spend some of your precious time writing about your experience with us. We would like you to know that your support means a lot to us, and we are really thankful for your trust with 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.
Have a beautiful day! :)
Sincere regards,
Customer Engagement Team
Reply from FWD
Hi Meng Fong,
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 day! ;)
Warm regards,
Customer Engagement Team
ONLINE IS EASY TO USE AND STRAIGHT TO…
ONLINE IS EASY TO USE AND STRAIGHT TO THE POINT. THIS IS MY 2ND TIME BUYING TRAVEL INS WITH FWD. CLAIM IS EASY TOO.
April 5, 2025
Unprompted review
Reply from FWD
Hi Lynda,
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 an awesome day! :)
Warm regards,
Customer Engagement Team
User experience online was great
User experience online was great. Quick and efficient UI, especially with my details already pre-entered.
April 5, 2025
Reply from FWD
Hi Alex,
We want to thank you for the kind words you have shared in this review.
You are far too kind to spend some of your precious time writing about your experience with us. We would like you to know that your support means a lot to us, and we are really thankful for your trust with 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.
Have a lovely day! :)
Sincere regards,
Customer Engagement Team
Was attended by Michele
Was attended by Michele, urgently needing an overseas NCD letter. I was half expecting I would not be able to get it in time. But Michele’s responsiveness proved me wrong and I managed to get what I needed on time. Thanks!
March 28, 2025
Unprompted review
Reply from FWD
Dear Customer,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Michele.
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
Reply from FWD
Hi Ho Kang,
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 day! ;)
Warm regards,
Customer Engagement Team
I had to log in several times and re…
I had to log in several times and re enter my data even though you have my name on your records. The first time I got as far as payment, it failed and the second time (after logging in again and re entering my data again) the price was much higher.
March 30, 2025
Unprompted review
Reply from FWD
Dear David,
We are sorry that you did not have a smooth or seamless journey when purchasing your policy with us recently and thank you for raising this to us.
Your experience is important to us, not just to identify the issue but most importantly to allow us to take actions in resolving the matter and putting measures in place to prevent similar encounter.
David, we’d like to clarify and understand more in your journey, and would appreciate if you can drop us an email at contact.sg@fwd.com to provide us your policy number and confirm whether you were using the FWD Mobile App or the purchase was made through our website and using which browser. This information would be helpful for our IT team as they further investigate on the matter.
We look forward to hearing from you and thank you for your patience on not giving up with your purchase.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.