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.
The premium has increased by 9%!
The premium has increased by 9%! And without any claim history!
20 April 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 .
20 April 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.
18 April 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.
12 April 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.
11 April 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
3 December 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
9 April 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.
5 April 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.
5 April 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!
28 March 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.
30 March 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
FWD FAILED TO DELIVER WHAT PROMISED
Got an asean business single trip policy. My laptop is damaged during the trip and after submit the claim, the claim department asking me for a report from the laptop service center a letter or memo. The main problem is the service center refused to accept the repair because the parts lead time is 6 months and above and one of the catch from the casing is broken. Even replace the casing, it will still not be able to fully secure. Recommended was to replace the whole unit. HOW AM I ABLE TO GET THIS MEMO?
29 March 2025
Unprompted review
Reply from FWD
Dear Yeo,
We’re sorry to learn that you are disappointed with the latest development of your travel claim and thank you for highlighting your concern on Trustpilot.
We’ll endeavour to assist you in any way possible to address your feedback and expedite on the outcome or see if there’s any workaround.
We’d be glad if you can forward to us the latest email communication you’ve received from our claims team and indicate in the subject “Trustpilot Review”. Kindly send to contact.sg@fwd.com and claims.sg@fwd.com.
Once we’ve received it, we will coordinate closely with our team to assist you on the matter.
We look forward to hearing from you.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
Fwd agency is made up of dishonest and fraudulent claim staffs…
Fwd agency is a fraudulent claim staffs .they never pay for your accident policy and send all claims even straightforward claims for accident and travel claims to loss adjuster and find every way to deny your payments .they lost so much of customers and customers hate them that they stoop to asking hdb to offer them the contract for fire insurance for hdb flats in Singapore as they know hdb flats in Singapore almost never catch fire and even if did only about 2 or 3 flat per year so this fraudulent fwd made millions out of hdb agency offering them fire insurance. Your individual claims they will
Never honour .most reviews are fake ones bought from Philippines by their social media team. So run away from these fwd fraudsters.
1 January 2025
Unprompted review
Reply from FWD
Dear Surfire Abraham,
We hear your disappointment and frustration and we’re sorry to learn that either the development or outcome of your claim was not what you have hoped for.
Rest assured that FWD assesses and pays eligible claims in a fair manner, in accordance with the policy terms and conditions and based on the actual circumstance as supported by the documents/proof submitted.
We’d like to better clarify and understand your feedback for us to address the concerns that you may have. We’d appreciate if you can forward the email communications that you have with our claims team with the subject “Trustpilot Review” to contact.sg@fwd.com and claims.sg@fwd.com.
On a separate note, while we are sad to hear of such allegation from you, we wish to take this opportunity to clarify and assure you that the feedback we’ve received in any social media platform is organic in nature and did not come from any individuals or groups paid for or influenced by FWD.
We look forward to hearing from you.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Jeferson
Customer Engagement Team
EVERY TIME AFTER I FILLED THE FORM AND…
EVERY TIME AFTER I FILLED THE FORM AND LOG IN TO MY ACCOUNT, IT STALLED, NOT ONCE BUT ON ALL MY EARLIER TRAVEL INSURANCXE APPLICATIONS. I HAD TO DO THE FILLING BY MANUAL.
26 March 2025
Unprompted review
Easily buy my new BTO home insurance
I can easily buy my new BTO home insurance on this website. It takes less than 15 minutes to complete the application of this policy.
25 March 2025
Unprompted review
Reply from FWD
Hi Tony,
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
Smooth and fuss-free claim
Was attended to by Ms Thulasi d/o Kadirchelvan for a claim for a luggage that broke during the trip. The claim took about 10 days to process and to be honest I was expecting it to drag with multiple questions or excuses about not being able to make the claim but no! The claim was successful and the process was smooth, easy, and able to proceed with the information I gave them. Very impressed with FWD Singapore and will continue to use them. Thank you for the excellent service!
19 March 2025
Unprompted review
Reply from FWD
Hi Danielle,
Thank you for the 5-star rating and your kind appreciation to the service rendered by Thulasi.
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 day! :)
Sincerely,
Customer Engagement Team
Reply from FWD
Hi Francis,
Thank you so much for taking the time to leave us a 5-star review.
We are happy to know that your experience with us was a breeze. 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 feel free to contact us should you have queries or concerns about your insurance and we will be happy to help.
Stay safe and have a very beautiful day!
Warm regards,
Customer Engagement Team
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