FWD Launched “This is How Insurance Works Today” Campaign

Demonstrating how insurance services should be with the first viral video attracted over 1 million views in just 2 days


Hong Kong, 8 July 2016 ─ FWD Hong Kong launched “This is How Insurance Works Today” campaign to demonstrate how insurance services should really be in these days.

Paul Tse, Chief Marketing Officer of FWD Hong Kong & Macau said, "FWD is a challenger insurance brand that seeks to continuously innovate. We believe insurance should be instantly and easily accessible, not just in its coverage but also the services it provides. Through the campaign, we want to demonstrate how insurance services should elevate customer experience and shorten waiting time in such as application, policy enquiries, and claims, while vividly displaying FWD’s corporate value of daring to be different.”


“We challenge the traditional clichés of the insurance industry. To deliver our key messages in an untraditional and fun manner that is relevant to our audience, we have collaborated with “Lam Cheng Chit Chat”, a comedy duo formed by talented artists Andrew Lam and Ronald Cheng. Together we were able to inspire each other and created refreshing and humorous contents for our insurance service videos.” Paul added.

The series of insurance service videos have been scheduled to broadcast on TV, online and social media. In just 2 days after launch, the first viral video featuring FWD 24-hour Service Hotline and FWD Live Chat (https://youtu.be/fGAWKpiM1Q8) has attracted over 1 million views with active sharing by audience online. Two other videos featuring FWD Claims Ambassadors and FWD Insurance Solutions Centres will be out on 11th and 18th July respectively. Adding to the excitement, Lam Cheng Chit Chat will have live chats with audience on Facebook starting from 13th July. Stay tuned for details on campaign page https://www.fwd.com.hk/en/service/!

FWD’s insurance services featured in “This is How Insurance Works Today” campaign include:

  • 24-hour Service Hotline and Live Chat: Customer Engagement Representatives are available round the clock to answer insurance enquiries at customers’ convenience.
  • Claims Ambassadors: Provide professional analysis and assistance to expedite claims processes, such as on-the-spot claim processing and approvals if all required documents are ready and valid.
  • Insurance Solutions Centres: Six centres conveniently located across Hong Kong with all service staff licensed to provide life and general insurance services. Comprehensive services include insurance consulting for customers and the public, financial needs analysis, claims processing and underwriting for selected products.
“FWD will continue to invest in its multi-touch point customer service initiatives to better serve our customers anytime, anywhere, in their preferred ways.” Paul remarked.

FWD partnered with “Lam Cheng Chit Chat”, a comedy duo formed by talented artists Andrew Lam and Ronald Cheng, to produce a series of videos with humorous contents demonstrating how insurance services should really be in these days.


Three viral videos of “Lam Cheng Chit Chat” featuring FWD’s innovative 24-hour Service Hotline & Live Chat, Claims Ambassadors and Insurance Solutions Centres.


- End -

About FWD Hong Kong & Macau


FWD Group’s businesses span Hong Kong & Macau, Thailand, Indonesia, the Philippines and Singapore. In Hong Kong, FWD offers life and medical insurance, employee benefits, pension, and general insurance. The life insurance and general insurance operating entities have been assigned strong financial strength ratings by international rating agencies — FWD Life Insurance Company (Bermuda) Limited is rated “A3” by Moody’s and “A” by Fitch; and FWD General Insurance Company Limited is rated “A” by Fitch.

FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by leading digital technologies. Through this customer-led approach, FWD will achieve its vision to become the leading pan-Asian insurer that changes the way people feel about insurance.

Established in Asia in 2013, FWD is the insurance business arm of investment group, Pacific Century Group.

For more information please visit WWW.FWD.COM.HK.


Media Enquiries:

FWD Hong Kong
Liza Wong
liza.wong@fwd.com
+852 2850 3986
Catherine Tse
catherine.nc.tse@fwd.com
+852 2850 2908
Jacqueline Choy
jacqueline.yl.choy@fwd.com
+852 2850 2177