Bringing extra convenience to customers and the general public
Hong Kong, 15 March 2018 – FWD Hong Kong today announced the expansion of its Insurance Solutions Centre in Sheung Wan from the first floor to ground floor. The expanded centre will provide the general public with more convenient access to FWD’s services, as well as additional counters and meeting facilities.
Vera Chow, Chief Customer Experience Officer of FWD Hong Kong, commented, “Realising our vision of changing the way people feel about insurance, we offer our customers with a diversity of service options so that they can stay in touch with us and get things done conveniently. The expansion of our Sheung Wan centre to the street level will make our insurance services more accessible by our customers and the public at large.”
FWD has six Insurance Solution Centres across Hong Kong, which served over 90,000 visitors in 2017, a 14% year-on-year increase. Frontline staff at all Insurance Solutions Centres are licensed to handle both life and general insurance enquiries, and are able to offer a comprehensive range of insurance services, such as general insurance and policy enquiry, financial needs analysis, claims processing, policy renewal, account value withdrawal and premium payment. At the centres in Sheung Wan and Quarry Bay, customers will even be able to submit claims and receive cheque payments within a mere 30 minutes (instead of 5 days formerly) for claims on personal accident insurance policies for amounts up to HKD$20,000 (Note 1).
In addition to the six Insurance Solutions Centres, the breadth of FWD Hong Kong’s multiple touch-points, online-to-offline services also include a 24-hour service hotline (+852 3123 3123), FWD eServices web portal and mobile app, chatbot aided live chat, and claims ambassadors.
Note 1: The service is made available to Personal Accident Insurance Rider, Family Accident Insurance Rider, Attentive Care Accident Protection Plan/Rider, and EasyCare Refundable Accident Protection Plan only.