Hong Kong, 5 February 2016 – FWD Hong Kong announces the official opening of the company’s sixth “Insurance Solutions Centre” in Kwai Fong. Now across Hong Kong1, FWD is reaching further into the community with easy and convenient one-stop insurance services and solutions.
“The Insurance Solutions Centres are part of our commitment to offering accessible, convenient customer experience, providing touch points that connect us with people, supporting our vision of changing the way people feel about insurance” Tony Poon, Vice-President & Head of Life Operations, FWD Hong Kong, said. “As our customer base continues to grow, demand for the centres has increased. In 2015, FWD’s five Insurance Solutions Centres serviced more than 30,000 customers, a 39% increase compared to 2014. Situated at the heart of Kwai Tsing district, the new Kwai Fong centre is located at the Metroplaza near the Kwai Fong MTR station. The centre will enable us to provide insurance services to even more customers in New Territories West. It will also offer a convenient support base for our tied agency team.”
“FWD is a comprehensive insurance experience,” Tony added. “Besides offering one-stop insurance services, each centre plays an important role in our online-to-offline service model that extends the online experience of customers from our digital commerce platform iFWD to face-to-face, personalised services. For example, during the three-month period of our limited edition Savie Insurance Plan in the end of 2015, the centres assisted over 1,300 customers who registered online on iFWD to perform on-site financial needs analysis and complete the subscription process. This amounted to around HKD400 million in gross premiums.”
Also located at the Metroplaza in Kwai Fong, FWD’s Customer Engagement Centre provides 24-hour customer service, including support for the customer hotline, and eServices mobile application’s instant chat function.
“On average, we receive over 10,000 hotline enquiries a month and this is increasing as our business grows” Tony mentioned. “The new facility will fully enhance our outbound and inbound call capacity and service capabilities.”
As a customer-led brand, FWD is committed to establishing a multi-touch point and innovative service platform so that customers can reach us in their preferred ways anytime, anywhere. Our services include personalised services from tied agency, the six Insurance Solutions Centres, claims ambassadors, 24-hour customer service hotline +852 3123 3123, iFWD (https://i.fwd.com.hk/tc) and eServices mobile application.
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