Led by our customers

Insurance that's simple and accessible

We know customers are looking for something simple from insurance. They want it to help look after the things that matter most: health, family, and livelihood. That’s why we design insurance for how people actually live their lives, so they can get on with it.

We know that in today’s world, when it comes to insurance there’s a strong desire for change. That’s why we’ve built our business with a focus on what’s driving this change: the customer. Our vision is changing the way people feel about insurance – which is why we’ve committed ourselves to delivering the very best customer experience we can, at all points of contact. Easy to understand, easy to buy, easy to manage, and easy to claim.

Simeon Preston

Group Chief Operating Officer

Our customer experience achievement*

FWD’s customer experience (CX) culture is based on a philosophy of making sure that everyone who engages with us feels understood, appreciated, and cared for. That’s why we’re proud to showcase our latest customer experience results from the Forrester CX Index 2019.

The leader

The “leader” in three of our markets (Hong Kong General Insurance, Philippines and Vietnam).

A strong performer

Customers in Thailand and Philippines also rated our customer experience as ‘excellent’.

*A commissioned CX Index 2019, conducted by Forrester Consulting

Insurance for the digital age

We’re leveraging the right technology to enhance the insurance experience for our customers.

Find out more about the technology we’re building and the solutions we’re creating.