Goodbye 2020, hello 2021

3 min read

11 December 2020

In just a few weeks, we’ll enter a new year (I know, right?).

2021 will offer fresh hope and opportunities for individuals and companies alike, as positive developments regarding COVID-19 vaccines continue to emerge.

For FWD Singapore, we too are feeling optimistic about the new year, buoyed by strong performances and growth we experienced in the past 12 months.

But first, to share briefly, when we entered the Singapore market in 2016, we were a young start-up with zero market presence. Since then, we’ve become a brand that is synonymous with offering customers products that are simple to understand and simpler to buy.

In June 2020, we announced our expansion into the Financial Advisory with the endeavour to provide our insurance solutions and services to more customers.

With the expanded reach, I’m proud to share that in just four years, more than 450,000 customers¹ have already experienced how we are changing the way people feel about insurance in Singapore.

But we’re not in the habit of basking in past glories; instead, we want to do more for our customers, regardless of where they are and how they wish to interact with FWD. Please allow me to share more.

Insurance – the way you want it, when you need it

What’s the first thing that comes to your mind when you think about insurance?

For some, it could be words such as ‘confusing’, ‘complicated’ or even ‘unnecessary’. While for others, the answer could simply be: how do I get started?

Regardless of which camp you’re in, we want to change what you think because we believe that insurance should make customers feel confident, empowered and in control.

Let’s be honest here – nobody wakes up in the morning wanting to buy insurance. So, why should insurers tell customers what products they need? Not us. We simply give them what they want.

We always put our customers first

Take our Personal Accident plan, for example. As COVID-19 and dengue cases surged in Singapore earlier this year, we adjusted the benefits so that residents here were still able to go about their regular activities with some degree of financial protection against the diseases.

Similarly, when we noticed, from official statistics, that 90% of critical illness (CI) insurance claims in Singapore were related to cancer, heart attack and stroke², we introduced our Big 3 CI plan to address this real need. And that, from just one-third the cost of more conventional CI plans in the market.

And we’ll continue to innovate as we turn five in 2021. Without giving too much away, we’ll focus our energies on helping our customers live the lives they want while getting the coverage they need. Stay tuned for the details.

Upping our digital game

Most of you would be familiar with our FWD Flyer app. Well, get ready to now experience our new FWD SG app, a nifty one-stop platform to manage all your FWD insurance needs in the palm of your hand.

Some features you can expect include:

Easy management of your policy and retrieval of policy documents
Seamless claims submission
Virtual consultations with a doctor 24/7
Cashless medical treatments with your e-Card
Updating of personal details
Notifications on exclusive promotions

So do download the FWD SG app on your Apple or Android device, and enjoy the convenience of having your insurance in the palm of your hand. We’ll look to enrich the features as we go along, so your comments will help too.

Singapore’s top insurer for Customer Experience

As Jack Ma puts it, e-commerce is all about the customers. As we double down on our efforts to improve the way our customers experience FWD, we are also thrilled to be recognised as one of Singapore’s top insurers for Customer Experience – FWD Singapore emerged as the #1 auto/home insurer based on the respected Forrester CX Index™ 2020.

Now, that’s a truly gratifying way to end 2020. Merry Christmas and Happy New Year.

Regards,

Mahima
Chief Marketing Officer, FWD Singapore