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FWD Life Insurance ranks #1 in KPMG’s Global Customer Experience Excellence Report 2023


6 November 2023, Manila Philippines FWD Life Insurance (FWD Philippines) ranks first for customer experience among insurers in the Philippines based on KPMG’s Global Customer Experience Excellence Report 2023. 

For 14 years, KPMG has been asking consumers about their individual experiences with brands. The annual research is centered around The Six Pillars of Customer Experience Excellence – Integrity, Resolution, Expectations, Time and Effort, Personalization, and Empathy – which are essential characteristics needed to build strong experiences. This year’s research was conducted via an online survey and included more than 81,000 consumers across 21 markets. 

FWD Philippines Chief Life Operations Officer Judith Baliton shares, “As the insurer of the next generation, FWD has introduced many digital-first innovations that are people-centric – designed to make insurance easier and accessible for everyone. From customer onboarding, all the way to the claims process – our priority is to make every step seamless for our policyholders.”

To deliver the best customer value and experience, FWD cut policy exclusions by a significant 50-70% and simplified contracts for easier understanding. The insurer also has a dedicated claims analyst to deliver customers’ claims faster. “Listening, understanding, and addressing our customers’ concerns is paramount to us. By doing so, we make the process much easier, and therefore more enjoyable for customers, allowing them to dedicate more time to their passions and celebrate living,” Ms. Baliton adds.

Through FWD’s streamlined claims process, FWD Philippines paid over PhP600 million claims for 2022 – a testament to how it continues to innovate its services and ensure that its customers are covered, protected, and cared for. 

FWD Philippines was also the first insurer to launch a 24/7 Customer Connect hotline in the country in 2017, despite being relatively new to the industry – just five years at the time. With the hotline, customers were able to engage with FWD at their own convenience, anytime and anywhere.

Recently, FWD Philippines also introduced its latest innovation Omne by FWD (Omne), a new lifestyle platform. Omne users can easily manage their policies while also taking advantage of science-backed features that are uniquely designed to help build micro-habits that help one achieve daily goals and reward incentives.

Through these innovative platforms, FWD demonstrates the impact of putting customers first. By improving processes that make insurance easier to buy, claim, and understand, FWD empowers policyholders with more reasons to #Celebrateliving and build their best future.


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