FWD Care: Moving Beyond Paying Claims to also Providing Care

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 connect customers with an innovative range of in-person and virtual support services that can be personalized based on the customer’s recovery needs – like Home Assistance Service, Medical Appointment Transportation, Wig-fitting Service, Home Nursing Service, Dietician Consultation, Counselling Service, Physiotherapy, Legal Advice and even Child Tuition.

FWD Care is a complimentary offering that is provided at no cost to our customers. And those who have experienced it have appreciated its value and expressed how life-altering it has been. Customers like Mrs. Yeung, who lost her husband to cancer and was cared for by our nurse, Esther, who says of Esther: “When she calls me, sometimes I feel like I am talking to my mum. I really enjoyed these moments because it has been a long time since someone spoke to me this way.”.