FWD Insurance upgrades customer alerts with LINE Official Notification (LON)

Get important updates quickly and securely — no need to add a friend  

FWD Life Insurance Plc. (FWD Insurance) continues to enhance its customer experience with a customer-led approach, focusing on improving communication channels that meet the everyday needs of its clients. The company has introduced the LINE Official Notification (LON) service to elevate the security and reliability of delivering important policy updates directly to customers. This move is part of FWD's ongoing efforts to create an easy, safe, and seamless way for customers to receive vital information without the need to add the company as a friend on LINE.

Recognizing the widespread use of digital platforms in everyday life, FWD has enhanced its communication via LINE, a popular platform in Thailand with over 50 million users[1] across all age groups. LINE offers a familiar and easily accessible communication tool that aligns with customers' lifestyles, making it an ideal channel for delivering important information.

Mr. David Korunić, Chief Executive Officer for Thailand and Cambodia at FWD Life Insurance Plc., said: “FWD Insurance has always put customers first. When we really understand what our customers need, we can create service that feels easy and reassuring. As more people use digital platforms in everyday life, it is important that we communicate in a way that is clear, reliable, and simple to access—on the channels they already use. That is why we continue to improve our digital services at every step. With LINE Official Notification (LON), customers can receive important policy updates through LINE, with extra peace of mind from LINE’s authentication system, which helps confirm the messages are genuinely from FWD. It makes managing insurance simpler, more convenient, and better suited to everyday life.”

LINE Official Notification (LON) is a feature that allows businesses to send notifications through LINE, using the customer’s phone number as a connection point. Customers do not need to add the official @FWDThailand account as a friend to receive important messages. All messages are sent through a verified LINE official account, ensuring the source of the information is trustworthy and reducing concerns about phishing or fraud. Additionally, an OTP (One-Time Password) authentication process is in place before customers begin receiving messages, further enhancing security.

Currently, FWD Insurance uses LINE Official Notification in three main processes:

• Online policy application updates: Customers who have not completed their policy applications can receive updates and continue from where they left off without needing to re-enter their details.                                                                                              
• Online insurance quote records: Customers can receive insurance quotes via LINE for easy reference and the option to complete the purchase later.                                                                                                                                                                          
• Policy approval notifications: Customers can immediately verify their new policy details and confirm information securely through a link, speeding up the verification process without waiting for a phone call.

Looking ahead, FWD plans to expand the use of LINE Official Notification to cover additional policy updates and services. The company aims to make it even more convenient for customers to access essential information through a platform they already use, continuing to enhance digital communication to meet their daily needs.