Money and insurance

Redefining Customer Experience

Here are several reasons why the FWD Customer Connect service is a real game-changer By Kaydee Dela Buena

With significant changes in customer expectations and the need for innovation, we made sure to level up and deliver an intuitive and hassle-free customer experience by leveraging technology to connect with our customers.

Taking to heart its vision to change the way people feel about insurance, FWD Insurance became the first-ever life insurer in the Philippines to extend its multi-channel customer service center Customer Connect to 24/7!

This means FWD customers can get in touch with FWD customer service representatives 24 hours a day, seven days a week at their convenience via the hotline number +632-888-8388 or via Live Chat on! Whether it’s for policyowner servicing, claim requests, or other concerns, no inquiry is too big or too small!

Here are several reasons why the FWD Customer Connect service is a real game-changer:

Timely response. Insurance companies get dozens of emails each day. It really takes time to get a prompt response. Moreover, emails require a lengthy back and forth, which takes up precious time. With FWD Customer Connect, issues can be resolved in just one session.

Opportunity to multitask. Each customer is different—some may lead busy schedules and are always on-the-go. Now, they can attend to their financial concerns whenever they’re free.

Conversations are archived for easier, seamless continuity. Don’t you hate it when during follow-ups you have to explain your situation from the very beginning to the new agent? Now, for the Live Chat option, it’s now easier to guide customers through issues as past communications can be accessed and shared. 

Instant access to insurance information. FWD Customer Connect is fully intuitive, and offers the information that you really need.  It has compiled the most Frequently Asked Questions and makes the answers easily accessible and understandable, helping to resolve customer issues quickly resolved.

Connects you instantly with an agent. Through FWD Customer Connect, you can set an appointment with an agent to discuss further how you can meet your financial goals.

Personalized customer experience. Through a pre-chat survey, FWD Customer Connect will be able to gather the necessary information and tailor the customer service that fits your financial needs.