Standing out as a technology-driven insurance company that always focuses on customer care, FWD continuously applies new technology to improve processes, while implementing many programs and events to connect and care for customers, receiving many positive feedbacks.

In early 2024, FWD announced a partnership with Microsoft Corporation to improve processes and enhance service quality by accelerating the application of generative AI initiatives through Azure OpenAI Services and other Microsoft enterprise innovations.

By promoting the application of generative AI initiatives, FWD expects to bring many benefits thanks to its private network, monitoring and security capabilities of the Microsoft Azure cloud platform as well as modern AI models, thereby enhancing the customer experience when participating in insurance, ensuring safe and responsible business operations...

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Mr. Le Anh Tuan - Deputy General Director of FWD Vietnam received the Golden Dragon Award 2024 with the title "Leading enterprise in applying AI to enhance customer experience"

FWD's recognition at the 2024 Golden Dragon Awards as "Leading Enterprise in AI-Driven Customer Experience" is not surprising to experts because the company always strives to apply modern technology to improve marketing activities, manage the quality of distribution channels and financial consulting, appraisal, insurance benefits settlement and customer care. FWD started its AI application journey in 2019 and currently has nearly 200 AI models being applied across the group, with more than 600 AI use cases deployed in practice.

In addition to its technological strengths, FWD has also received a lot of support with large-scale customer appreciation programs and events. The FWD Music Fest series of music events is a typical example of FWD's willingness to invest in creating new, professional customer care and connection opportunities with many positive impressions. Through these events, FWD not only shows its respect and gratitude to its customers but also conveys positive messages about insurance in the community.

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Choosing a different way to connect with customers and the public helped FWD be honored in the Event-Marketing Awards Asia in the category of “Best Incentive”

With efforts and attention to the smallest details, FWD's FWD Music Fest 2023 event was honored to receive the Bronze award in the "Best Incentive" category - "Best Customer Care Event" at the Asian Event Marketing Awards recently awarded in Hong Kong (China).

Previously, FWD was also positively recognized for continuously implementing many improvements for customers such as streamlining insurance exclusion clauses to provide customers with wider coverage at unchanged premiums, implementing a 24-hour completely online insurance benefit payment service (24h E-Claim) for quick appraisal cases, or making many breakthrough changes in wording, design, etc., making insurance contracts easier for customers to understand.

In addition, FWD also continuously introduces different customer care programs such as "FWD Care - Recovery Care" - providing completely free mental and physical care support services for customers immediately after the insurance benefit claim is approved or recently the "FWD Strong Spirit" program - providing free mental health care support solutions for Vietnamese people through 3 services: mental health assessment, mental health listening and mental health nurturing.

With the motto of putting customers at the center, through practical implementation activities that are highly appreciated by customers and the market, FWD increasingly demonstrates its determination in the journey to realize the vision of changing people's perception of insurance.

Dan Anh