Known as a technology-driven insurance company with a strong focus on customer care, FWD consistently implements new technologies to improve processes while launching many programs and events to connect with and support customers, receiving positive feedback.
At the beginning of 2024, FWD announced a partnership with the Microsoft Corporation to improve processes and enhance service quality by promoting the implementation of generative AI through Azure Open AI Service and other innovative solutions for Microsoft businesses. By emphasizing the adoption of generative AI initiatives, FWD expects to gain many benefits from Microsoft Azure’s private network, monitoring and security capabilities, as well as modern AI models, thereby improving customer experience when participating in insurance, ensuring safe and responsible business operations…
FWD’s recognition at the Golden Dragon Awards 2024 with the title “Leading Enterprise in AI-Driven Customer Experience” came as no surprise to industry experts, as the company has consistently strived to apply modern technology to improve marketing activities, manage the quality of distribution and financial advisory channels, assessment, resolution of insurance claims, and customer care. FWD began its AI implementation journey in 2019 and currently has nearly 200 AI models being used throughout the group, with over 600 cases of practical AI implementation.
In addition to its technological strengths, FWD has also received much support for its large-scale customer appreciation programs and events. The FWD Music Fest music event series is a prime example of FWD’s willingness to invest in creating opportunities to connect with and care for customers in new and exciting ways. Through these events, FWD not only shows its appreciation and gratitude to its customers but also conveys positive messages about insurance in the community.
With its impressive efforts and results, FWD has been recognized in the Event-Marketing Awards Asia with the “Best Incentive” category in Hong Kong.
With great effort and attention to detail, FWD’s FWD Music Fest 2023 was honored with the Bronze Award in the “Best Incentive” category – “Best Customer Care Event” at the Event Marketing Awards Asia, which was recently awarded in Hong Kong on April 11.
Previously, FWD was also recognized for continuously implementing many improvements for customers, such as reducing insurance exclusion clauses to provide customers with a wider range of coverage at the same cost, implementing a 24-hour fully online insurance claim payment service (24h E-claim) for cases of fast assessment, or making many groundbreaking changes in wording, design, etc., to help make the insurance contract easier for customers to understand.
In addition, FWD continues to introduce differentiated customer care programs such as “FWD Care – Recovery Care” – providing completely free mental and physical care support services to customers immediately after their insurance claim is approved, or the recent “FWD Mental Strength” program – offering free mental health support solutions to Vietnamese people through three services: mental health assessment, mental health listening, and mental health nurturing.
As a “latecomer” to the Vietnamese life insurance market (since September 2016), FWD Vietnam has been and continues to create unique experiences for Vietnamese consumers, allowing them to access insurance services easily and differently. The specific, practical activities implemented by this company on its journey to change people’s perceptions of insurance are being highly valued by customers and the market.
