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FWD is rated No.1 Customer Experience across all industries in Vietnam

01 November 2021 | Ho Chi Minh City
By FWD Vietnam

FWD Vietnam Life Insurance Company Ltd. ("FWD Vietnam") is thrilled to announce that it has been rated No.1 for Customer Experience across all industries in Vietnam this year, according to the Global Customer Experience Excellence Research 2021 by KPMG.

Mr. Dao Huu Phuc, FWD Vietnam Chief Technology and Operations Officer, said: "We're so proud of this result. It validates that the advanced technologies that FWD has implemented not only brings customers a convenient and digitalised experience but also demonstrates our vision of changing the way people feel about insurance."

FWD has applied new technologies to improve the quality of its operations, enhancing the overall customer experience in Vietnam. Among the achievements recognised is it's voicebot, a pioneer in the Vietnam life insurance industry that uses artificial intelligence (AI) to support the operation of the Customer Service Center. The voicebot can make automatic calls and perform two-way interactions with customers to exchange and update information about insurance policies and premiums. AI technology also enables the company to optimise pricing and risk assessment, delivering a much more rapid service to customers.

FWD has committed to making insurance simpler, faster and smoother by launching a series of innovations such as 24hour e-claim, automation testing, auto-underwriting, auto-claim, and 'FWD Clarity’; a pioneering project that aims to transform a long-standing perception of complex insurance into clear, simple and straightforward communications.

FWD received the top rating for 'Expectations', 'Empathy' and 'Resolution', three out of six pillars of customer experience excellence. The 2021 KPMG Global Customer Experience Excellence (CEE) research surveyed 1,500 consumers across 76 brands in Vietnam. Globally, the survey took in the views of 88,000 consumers, and reviewed nearly 3,000 unique brands in 26 different countries, regions, and jurisdictions.

About FWD Group

FWD Group is a pan-Asian life insurance business with approximately 10 million customers across 10 markets, including some of the fastest growing insurance markets in the world. Established in 2013, FWD is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.

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About FWD Vietnam

FWD Vietnam was established in 2016 and is a member of FWD Group, a leading Asian-pan life insurer. With the priority strategy on digital development, FWD Vietnam is a differentiated insurance company, with a solid foundation based on its strengths: breakthrough products; high-quality distribution channels; digitised business processes and differentiated branding strategies. FWD Vietnam is consistently recognised as one of the fastest-growing life insurance companies in the market.

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Media enquiries:

Mr. Nguyen Ngoc Thuy

Tel: (028) 6256 3688



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