FWD Life Insurance (FWD Philippines) has launched FWD Champions, a customer panel to gather feedback and insights from customers to enhance the delivery of best-in-class products and services. The initiative, part of FWD’s customer-led innovation practice, invites customers to provide direct feedback on the insurer’s offerings, allowing them to innovate and co-create with the company. This dynamic feedback mechanism helps FWD Philippines gain deeper insights into customers’ needs, preferences, and challenges, enabling continuous improvement of important touch points to deliver exceptional value and experience.
“Our customers are at the heart of everything we do. They’ve led us on our journey to delivering excellent customer experiences since day one. On our 10th year, we’re elevating our focus on people-centricity,” shared FWD Philippines Chief Life Operations Officer, Judith Baliton. “FWD Champions will revolutionize our approach to customer experience and help us in changing the way people feel about insurance. This supports our commitment to nation-building by empowering more Filipinos to celebrate living.”
As the insurer of the next generation, FWD Philippines has introduced many digitally enabled technologies and innovations that are inclusive and people-centric, designed to make insurance easier and accessible for everyone.
In 2016, FWD Philippines launched paperless transactions and was the first insurer to offer 24/7 customer service via its Customer Connect hotline and live chat. In 2019, FWD Online Shop was introduced, where Filipinos can purchase insurance in minutes with no medical tests required. In 2023, Omne by FWD, a 2-in-1 app, was launched to help customers develop positive micro habits and manage their policies conveniently.
FWD also harnessed artificial intelligence (AI) in developing tools to drive customer engagement and make insurance easier for them to understand, such as FWD’s AI Chatbot Fi, which can provide quick assistance for customers via FWD’s website.
As a testament to its people-centric approach, FWD Life Insurance secured the #1 spot in customer experience among insurers in the Philippines, based on KPMG’s Global Customer Experience Excellence Report 2023.
FWD Champions was launched on August 17 at Kas & Poly, BGC with 30 selected customers, including milestone customers of the company.
To learn more about FWD Champions, please visit fwd.com.ph/fwd-champions/.
