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.
Overall service experience
The customer service, Chris was very helpful over the phone. And Miss Thulasi from the surveyor company was professional and efficient in handling my claims. Overall experience was great!
10 June 2025
Unprompted review
Reply from FWD
Hi OS Chiam,
We’re truly delighted to receive your kind feedback about the support provided by Chris.
At FWD, delivering exceptional service is always our top priority, and it means a great deal to know that we made a positive impact. Thank you for taking the time to share your experience with us—we’ll be sure to pass along your compliment to Chris.
Please know that we are only a call, chat or email away should you need our assistance with any queries or concerns.
Thanks once again, and we wish you a fantastic day ahead!
Sincerely
Customer Engagement Team
Absolutely Terrible Experience
Absolutely Terrible Experience – Misleading Advertising & Heartless Claim Handling ! Avoid FWD Travel Insurance
I had to cut my trip short due to a sudden and serious family emergency , a genuine and unavoidable situation. I submitted my flight itinerary and invoice, which clearly showed I returned earlier than planned. Despite this, FWD rejected my claim after a painfully long wait and responded with cold, robotic messages that offered no real support.
Let’s be honest , who would voluntarily cut short their trip without a serious reason? My documents clearly proved what happened. What more proof do they need than actual travel records and receipts? The fact that they dismissed my claim despite clear evidence is not only frustrating , it’s insulting.
FWD also promotes an optional add-on that lets you “cancel, postpone or cut short your trip for any reason.” But this wasn’t clearly communicated when I bought the policy. It was buried in the fine print , a misleading tactic that makes customers think they’re covered when they’re not. If paying extra is the only way to be protected during real emergencies, that should be made crystal clear upfront, not hidden behind vague marketing fluff.
FWD’s handling of my claim was slow, uncaring, and completely unhelpful. When you buy travel insurance, you expect support during difficult moments ,not rejection, delays, and copy-paste excuses. This entire experience was a waste of time, money, and trust.
I will never use FWD again, and I strongly urge others to think twice before trusting them with your travel protection. They failed me when it mattered most.
11 June 2025
Unprompted review
Reply from FWD
Dear Mookie T,
Greetings from FWD!
We understand that similar feedback has been raised on our google review page and we have responded the matter accordingly.
We're sorry that you are disappointed that we cannot further assess and adjudicate the claim if the basis is for personal reason and there is no proof/document to support the circumstance, and whether it's in line with the policy conditions.
We seek your kind understanding on the matter.
Take care and wishing you a pleasant week ahead.
Sincerely,
Azlina
Customer Engagement Team
Enquired about whether my helper's…
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 travel insurance for my helper. Hope any future enquiries can also be promptly clarifiy. Many thanks again Chris !
3 June 2025
Unprompted review
Reply from FWD
Hi Janice,
We hope your week is going well.
We're definitely thrilled to receive such a wonderful review for our dear Chris. 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
great customer service
Accidentally purchased an insurance under the wrong date. I then emailed FWD on the situation & appealed for a refund, expecting that it most likely may not be successful. However, not only did the response come quick, FWD staff Chris was not only very helpful & efficient in responding, he went out of his way to help me process a successful refund & cancellation. This is deeply appreciated & a big thumbs up to FWD's customer service.
4 June 2025
Unprompted review
Reply from FWD
Hi Christopher,
Thank you so much 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.
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
Bought travel insurance to cover my trip to Greece
Bought travel insurance to cover my trip to Greece from 20th Apr to 30 Apr 2025 (flight starting from KL). Left from S'pore to KL on 19th Apr (as was concerned that flying to KL on 20th could cause me to miss the flight to Athens on 20th). Missed connecting flight in Abu Dhabi on the 20th Apr, resulting in 6 hour-delay. FWD didn't pay, though they returned the premium (purpose of insurance is not to just get back premium, but to cover issues faced). Anyone who wants to buy travel insurance should read and understand the many, many pages of terms & conditions.
20 April 2025
Unprompted review
Reply from FWD
Dear Asha Kothari,
We are sorry to learn on the disruption that happened during your recent trip.
We acknowledge and regret that you are disappointed with the outcome of your claim and we hope for your kind understanding that we have to assess the claim in accordance to the policy terms.
We understand that the effective date of your policy was the day after you've left Singapore. We trust that our team has explained the basis and the reference of the contract, hence the claim was not admissible and that the policy is void and had to be cancelled and refunded.
We acknowledge that it is not the outcome that you've hoped for, nonetheless, we seek your kind understanding.
Stay safe and wishing the rest of your week a pleasant one.
Sincerely,
Jeferson
Customer Engagement Team
No response from Claim Submission
Submitted a claim in Jan 2025, realised they sent an email in March which was never in our inbox. We followed up with email in mid May. The Claim was passed to an external outsource company to settle and till now we have not hear from them.
28 May 2025
Unprompted review
Reply from FWD
Dear Linda Cheng,
Thank you for raising your concern and for sharing your feedback towards your recent claim experience.
We have shared your feedback to the respective team and for them to expedite the claim processing. The claim administrator will reach out to in due time.
Thank you for your patience while our claim administrator review the recent claim documents.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Azlina
Customer Engagement Team
The print button does not work
27 May 2025
Reply from FWD
Dear Joshua,
Thank you for reaching out to us.
We have dropped you an email to better assist you.
We look forward to your reply.
Stay safe and wishing you a pleasant week ahead.
Sincerely,
Azlina
Customer Engagement Team
Mangalesdevy responded to enquiries…
Mangalesdevy responded to enquiries promptly and helped the situation accordingly! Thanks for the smooth process :)
21 May 2025
Unprompted review
Reply from FWD
Hi Dezree,
Thank you for leaving us this superb 5-star review here on Trustpilot! :)
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 - like the way it should be. We are truly grateful for your support.
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 choosing FWD for your insurance needs.
Have a wonderful day ahead! :)
Sincerely,
Customer Engagement Team
Don't be misled by their cheap travel insurance
They hire 3-party to review for all the claims. In my case, they used Broadspire to review my travel claims. Few years back, i had good experiences with FWD and that's why I chosen them for my latest insurance. However, based on latest incident, they will try to deny the claims for whatever reason. They have been dragging my case for one month and only then replied me with denied claims.One month ago I've responded back to them that their rejection reason is invalid providing evidence to counter their claims, but I've heard nothing since. I've then file the complaint with FIDReC for the dispute and awaiting for the result. I'm not going to trust their replies here for further contact nonsense as their team is in the loop throughout the entire mail chain. Regardless what's the outcome, I'm not going to use their service anymore. Their travel insurance may looks cheap but they will find all nonsense excuses to deny your claims. They employed a series of tactics such as delaying the respond so one can't easily access many free accessible platform such as flightaware / flightradar for further dispute.
15 March 2025
Unprompted review
Reply from FWD
Dear Y N,
We're sorry to learn on your experience as regards to your claim and thank you for bringing this to our attention.
We would like to kindly request for your good-self to drop us an email to contact.sg@fwd.com and claims.sg@fwd.com. Kindly indicate in the subject “Trustpilot Review” together with the policy and claim reference number.
We look forward to hearing from you, so that we could get the claims officer to review your claim and 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 week ahead.
Sincerely,
Azlina
Customer Engagement Team
First claim from FWD in years of purchase denied.
I purchased FWD’s travel insurance before a high-risk trek, expecting to be covered from the trek start date (31 March) to the end (4 April). I fell and was injured on the last day. When I submitted a claim, I was shocked to find they voided the entire policy because I had left Singapore two days before the trek began (had 2 layovers)
Apparently, if you purchase the insurance after leaving Singapore, the entire policy is invalid, even if your actual activity and intended coverage hasn’t started yet. This clause is tucked under “Before we begin” amongst other wordy terms on page 7 of the purchase flow and page 36 in a 40+ page policy document. No warning, no pop-up, no flag. Just buried fine print that can render your policy completely worthless.
I didn’t try to abuse the policy, I used my own insurance first, and only claimed what was left uncovered. I was transparent about my dates. I wasn’t asking for a loophole, just support for a legitimate injury during the period I thought I was insured.
This kind of design, hiding a deal-breaking exclusion while collecting your money, feels deliberately misleading. I won't trust FWD again, and I strongly recommend others read > every single buried clause < before assuming you’re protected.
6 May 2025
Unprompted review
Reply from FWD
Hi Syvie Lian,
We are sorry to hear that our claims settlement had not met your expectations.
Our team assess all claims through a robust process and has done a thorough investigation and fully reviewed the circumstances of your claim. Unfortunately the claim does not fall under the eligibility of your policy coverage.
We completely agree with your advice that regardless where you buy the travel insurance from, it is important to read and understand the T&Cs to ensure that it meets your needs.
Should customers have any questions on our travel insurance, we can be contacted in the following ways: https://www.fwd.com.sg/contact-us/
Wishing you a pleasant day ahead!
Sincerely,
Azlina
Customer Engagement Team
Reply from FWD
Hi Nicholas,
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
It was outstanding response and Service…
It was outstanding response and Service from Sana (Prasana Selvarajoo) on my query of FDW insurance and security bond submission to MOM. She was very prompt in following up and even called me back next day to update the status of submission. Really happy to see such kind of service and follow up to customer need. Keep it up
29 April 2025
Unprompted review
Reply from FWD
Hi Manish,
We are overjoyed to receive this wonderful feedback from you regarding the assistance rendered to you by Selva.
At FWD, serving our customers is our utmost priority. Thank you so much for taking the time out to share your experience with us— we will pass on this compliment to Selva.
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
Waited more than 1 month to get a…
Waited more than 1 month to get a response from the claims team. I even had to call in twice to check on the status of the claim submitted. Both call experiences were bad. The reception on the other end was poor and it kept ending the call abruptly. This shows that their customer service center is not in Singapore. After waiting for more than a month, they are asking me questions that I have provided in the documents submitted through the app. This is a very frustrating experience. They used to be good with travel insurance, and I have bought multiple times with them, but with this recent experience, I will never buy travel insurance from them anymore.
21 March 2025
Unprompted review
Reply from FWD
Dear Volant Carpe diem,
We're sorry to learn on your recent claim experience and we apologise for the undue disappointment.
We'd like to endeavor to address and expedite the matter and unfortunately, we were unable to trace your profile or policy details.
Your feedback is important to us. We'd be glad if you could forward the latest communication you had with us to contact.sg@fwd.com and claim.sg@fwd.com and indicate in the subject "Trustpilot Review". Upon receipt we will coordinate and work closely with the relevant team for the soonest resolution of your claim.
We thank you for your patience and we look forward to hearing from you.
Sincerely,
Jeferson
Customer Engagement Team
Great customer service, Great company
Great customer service!
I had an issue with a promo for my insurance renewal, and Niza not only listened to my predicament, she also ensured that the problem was solved to my satisfaction.
I believe this was also possible with FWD’s support to their customers.
I always had good experiences dealing with FWD and their customer service personnel!
18 April 2025
Unprompted review
Reply from FWD
Hi Sinyee,
Thank you for the 5-star rating and your kind appreciation to the service rendered by our dear Niza.
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
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.
24 April 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
24 April 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.
23 April 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.
23 April 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
23 April 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.
22 April 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
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