Customer-focused solution digitalises information, enables cashless treatments, and automates claims process

SINGAPORE, 4 September 2018 – Starting today, travellers have access to an end-to-end digital insurance solution with the launch of the FWD Flyer mobile app.

Continuing the digital insurer’s mission to change the way Singaporeans feel about insurance by introducing transparency and simplicity – the FWD Flyer app provides FWD’s customers a first-in-market cashless medical claims functionality. It is designed to enhance the traveller experience by giving them quick access to their policies and emergency contacts.

Available on both Android and iOS devices, the FWD Flyer app ensures that customers can get their medical expenses in Singapore paid without needing to file a claim. With its eCard, travellers who have fallen ill during or after a trip can receive the necessary treatment at any of FWD Singapore’s panel clinics without needing to pay beforehand. The app also allows travellers to locate the nearest panel clinics and doctors, making the whole claim experience seamless.

Whilst many conventional insurers in the industry still require their customers to manually download, print and mail their claim forms, FWD has digitalised the entire process. Through its intuitive online claims portal, FWD customers need only provide information that is necessary – ensuring that they can quickly and conveniently submit a claim with just a few clicks.

With the FWD Flyer App, consumers can also

  • Choose from more than 500 clinics in Singapore or simply select a clinic nearby
  • Enjoy cashless medical treatments simply by activating and showing the eCard in the app to the clinic
  • Access a list of useful contact numbers such as emergency assistance, local police or connect with FWD
  • Submit other travel related claims such as baggage delay or flight delay, all within a few clicks
  • Buy travel insurance for the next trip

Travellers with an existing or new travel insurance with FWD can download the FWD Flyer App from the AppStore or Google Play beginning today.

Abhishek Bhatia, FWD Singapore’s CEO, and Group Chief Officer of New Business Models, explained that the FWD Flyer app is just one of the many digital initiatives the insurer is taking to streamline its customers’ experience.

“At FWD, our goal has always been to incorporate new tech innovations to provide our customers with an unmatched, seamless experience when making claims”, said Abhishek. “Our newest app is the second digital initiative we’ve rolled out over the past two months. We have more in the pipeline; as we aim to bring even more simplicity and convenience to our customers’ entire claims process.”

The launch of the FWD Flyer app follows the insurer’s implementation of electronic claims payments via PayNow. The platform allows customers to receive their claims pay-outs directly in their bank accounts; unlike most traditional insurers who make their pay-outs via cheques. With PayNow, unnecessary delays such as lost cheques are reduced and the payout time for claims has reduced from 5 days to an industry leading next-day upon successful claim approval.

FWD’s philosophy of merging tech advancements with customer experience has paid dividends in the industry – with the digital insurer already last year having won the Best Customer Experience at the Financial Services Summit, the Best Digital Insurer of the Year (finalist) at the Asia Insurance Industry Awards and the Best Direct Insurer at the Insurance Asia Awards.