We are committed to providing you with quality service and will promptly attend to any claim or dispute you may have in respect of your usage of our website for purchase of insurance products or usage of our Customer Portal.
In event of a dispute, please contact our Customer Care team at +65 6820-8888. We will take immediate steps below to investigate;
- We will acknowledge your claim/dispute within 3 working days.
- Where further information is required, we will contact you within 7 working days.
- You will receive a full reply from us within 14 working days from the date of receipt of notification. In this process, we will consult you in good faith with a view of reaching a quick and amicable resolution of the matter, satisfactory to both parties.
Should you remain dissatisfied with the outcome, you may write to our CEO and we will respond to you within 3 working days on receipt of the letter:
The Chief Executive Officer
FWD Singapore Pte Ltd
6 Temasek Boulevard
#18-01 Suntec Tower 4
We will work with you on reaching a mutually acceptable agreement. If however, we do not reach an agreement, we will refer you to the Financial Industry Disputes Resolution Centre (FIDReC), an independent dispute resolution centre.
Thereafter, if necessary, we will offer to settle the dispute through mediation via the Singapore Mediation Centre in accordance with their mediation rules, subject to your agreement to participate in this process.
Should you choose not to participate in mediation or if the mediation fails, the dispute will be referred to and eventually resolved by arbitration in line with the Arbitration Rules of the Singapore International Arbitration Centre.
About your usage of our website for purchase of insurance products or usage of our Customer Portal, please note that FWD is entitled, at its discretion, to seek our customer's confirmation offline or require additional authentication on any of your instructions as and when we deem fit.
You agree that FWD is not liable for any damage or loss resulting from any breach of security due to your failure to keep your User Name and Customer Password confidential. You also agree therefore to defend, indemnify and hold FWD harmless against all liability, loss, damage or costs and expenses arising or resulting from such fraudulent access or use of the Secured Site.