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FWD Care: Moving Beyond Paying Claims to also Providing Care

FWD Insurance Group
Hong Kong
Re-imagining the Customer Experience

Elevator pitch

“It’s been a long time since someone talked to me this way”: FWD customer

Innovation Presentation

Your support needs to be strongest when you’re at your weakest. People who experience a critical illness or the loss of a loved one need more than a claims payout – they also need care. Because these events often bring on emotional distress and confusion of what to do next.

Through FWD Care, we’re redefining what insurers do by equipping customers with a dedicated nurse as their companion and guide as they navigate through critical life events. Our nurses contact a customer as soon as a critical event claim is approved, and stays virtually connected with them on a daily basis for up to 6 months. It is this personal and human touch that stands out in a world that’s more focused on automation.

But our care doesn’t stop there: we also…

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