This is an annual award honoring businesses with outstanding customer experience, with the participation of prominent brands around the world in a variety of fields.

a11111.JPG
With breakthrough initiatives, FWD Vietnam Life Insurance is continuously honored domestically and internationally for customer experience.

Previously, in the first half of 2024, FWD Vietnam Life Insurance also won two awards: "Leading Enterprise in Applying AI to Enhance Customer Experience" at the Golden Dragon Awards and "Best Customer Care Event" at the Event-Marketing Awards Asia.

FWD Vietnam Life Insurance has been evaluated and ranked highly in terms of customer experience by major research organizations around the world many times. Specifically, this enterprise held the No. 1 position in customer experience in the Vietnamese life insurance industry in 2019, 2020 according to Forrester's report and held the No. 1 position in customer experience in the Vietnamese insurance industry in 2021, 2022 according to KPMG Group's report.

Since its establishment, FWD Vietnam Life Insurance has continuously made an impression not only in terms of processes, products, and services but also in customer care and connection programs that have always received many positive feedbacks, helping this brand achieve high awards in domestic and international arenas.

Specifically, this business continuously implements many improvements for customers such as reducing insurance exclusion clauses to provide customers with a wider range of insurance coverage at the same premium, implementing a 24-hour completely online insurance benefit payment service (24h E-Claim) for cases of quick appraisal, or making many breakthrough changes in wording, design..., making the insurance contract easier for customers to understand.

Recently, FWD Vietnam Life Insurance has also deployed an online instant insurance terminology annotation feature to help customers easily read and understand insurance content.

a22222.jpg
The instant insurance glossary feature is one of the demonstrations of FWD's thoughtfulness towards customers.

In addition, FWD Vietnam Life Insurance 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 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.

a33333.jpg
FWD's programs for customers are always highly appreciated for their differences and positive messages.

FWD Vietnam Life Insurance's customer engagement activities are also highly appreciated for their scale and attention to detail to bring customers the best experiences. Typical examples include "The Journey Across Vietnam - Steps to a Full Life" and the annual FWD Music Fest. Through these activities, the brand not only delivers positive messages, helping customers better understand insurance, but also inspires customers to confidently pursue their dreams and enjoy life every day.

These customer-centric efforts and initiatives have helped FWD Vietnam Life Insurance make a special mark in its journey to change the way people feel about insurance. At the same time, these real-life “case-studies” have contributed to raising market standards, opening up new ways and opportunities for the insurance industry to build trust and connect with customers.

My An