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.
can't edit my personal info.very bad.
November 12, 2024
Unprompted review
Reply from FWD
Dear Nam Hing Ng,
Thank you for sharing your feedback with us and we sincerely apologise for the inconvenience and frustration you have experienced.
We would like to look into your feedback and see how we can help or further address the matter.
We'd appreciate if you can drop us an email to contact.sg@fwd.com with your policy details and attend your concern at the soonest.
We look forward to hearing from you.
Warm regards,
Donna
Customer Engagement Team
Chris is a helpful person and with his…
Chris is a helpful person and with his patient and clear explanations
November 12, 2024
Unprompted review
Reply from FWD
Hi Kelly,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Chris.
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.
Looking forward to serving you again in the future!
Wishing you a wonderful week! :)
Warm regards,
Customer Engagement Team
Website is too hard to reach,keep…
Website is too hard to reach,keep searching on price and took us more than 1 hours to purchase the product
November 11, 2024
Unprompted review
Reply from FWD
Dear Seah Yam Seng,
We're sorry to learn on the unpleasant purchasing journey and thank you for sharing your feedback with us.
This will be shared to our team for them to look into and hopefully prevent similar experience moving forth.
If you need assistance, feel free to connect with us and our team would be more than glad to help you.
We appreciate your patience and for choosing FWD.
Stay safe and wishing you a pleasant week ahead.
Warm regards,
Donna
Customer Engagement Team
Didn't receive policy
I recently bought a FWD product but didn't receive my policy via email for 2 days ! I called the customer service and after emailed to FWD about the 'missing policy', Aisyah attended to my case promptly and help to retrieve and attach my policy to me. It's was a relief as I was worry why FWD didn't email the policy to me despite payment being made to FWD. Thanks Aisyah for the prompt action to resolve customer concern.
Henry Kwok
November 4, 2024
Unprompted review
Reply from FWD
Hi Henry,
We're grateful and thrilled to receive your generous feedback for our dear Aisyah!
At FWD, serving our customers is our utmost priority. This compliment is truly motivating to Aisyah 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
Change in Particulars
Grace resolved my issue very effeciently professionally and in a timely manner.
November 1, 2024
Unprompted review
Reply from FWD
Hello Kalai,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Grace.
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
Courteous and patient customer service executive
Spoke to Al Amin as I cant submit a travel claim online. He's patient and gentle to explain there's a system glitch and advised me to submit by email instead. He follow up with an email instruction on how to save the FWD policy document without using the password to open a document. Keep up the good work and attitude.
November 1, 2024
Unprompted review
Reply from FWD
Hello Jen Kee!
We are truly grateful and delighted to have received your heartwarming feedback for Al Amin.
Feedback such as this is truly motivating for Al Amin and the entire team as we strive towards service excellence. Thank you for choosing FWD and taking the time to share your pleasant experience with us on Trustpilot.
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 ahead!
Sincerely,
Customer Engagement Team
Fast response to my enquiries.
October 29, 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.
October 29, 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????
October 29, 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!
October 25, 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!
October 14, 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.
October 25, 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
October 24, 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.
October 23, 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.
October 22, 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.
October 22, 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.
October 22, 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.
October 22, 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.
October 21, 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
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