Case Study: FWD Life Insurance Company achieves 4x faster growth and a top-rated mobile customer experience with OutSystems

Customer-Centric Innovation Helps FWD Insurance Grow 4x Faster Than the Industry Average

FWD Insurance, a relative newcomer in the Philippines, faced a fiercely competitive, incumbent-dominated market and needed a fast, distinctive way to win customer trust. The company made customer experience a core KPI and targeted mobile-first consumers by delivering simple, intuitive insurance services, but had to move quickly to capture the opportunity.

Using OutSystems low-code, FWD built and launched the Tapp mobile app in 90 days, enabling payments, self-service, investment tracking, live chat and biometric login with rapid iteration based on user feedback. The app has driven strong business results—35% customer adoption, a 4.4 Play Store rating, an 80% Forrester CXi score, dramatically faster collections and near-zero complaints—helping FWD grow from 33rd to 8th in the market and expand at roughly four times the industry average.

FWD Life Insurance Company

Maricel Paygane

Head of CX