Commitment to Customers

Fair Dealing

At Prudential, we are fully committed to treating our customers fairly in respect of product development, sales and advisory services as well as customer communications.

As a customer of Prudential, you can be assured that we will endeavor to provide you with:

  • Comprehensive explanation on the plans and products proposed to you, so as to enable you to understand their features, benefits, and risks, terms and conditions, and your commitment - before you make your purchase decision;
  • Recommendations that are based on your unique financial needs and circumstances - and an analysis of your requirements;
  • Regular communications and updates from us so that you are kept informed of developments that affect your policy;
  • A commitment to listen to your feedback and respond to your concerns in a fair and timely manner.


We welcome our customers' feedback because we believe that this will enable us to continually enhance our practice of fair dealing and the customer experience at Prudential. If you would like to provide us with feedback, please email or call 1800 333 0333ˆ.

We will acknowledge your feedback within 2 business days and conduct a thorough review to resolve your concerns. In instances where we require further investigation, we will keep you updated on the progress within 14 business days.

Fair Dealing


A Commitment of Our Service To You

What is the Prudential Service Mark?

At Prudential, we believe that our customers deserve the highest level of professionalism, care and continuous contact from us. That's the reason we created the Prudential Service Mark - an accreditation programme that recognises and rewards Prudential Financial Consultants who are committed to going above and beyond in servicing their customers.

How can a Prudential Financial Consultant be accredited with the Prudential Service Mark?

The Prudential Service Mark accreditation programme is open to all Prudential Financial Consultants. In order to be awarded the Prudential Service Mark, a Financial Consultant has to fulfil a set of stringent criteria – one of which is to receive excellent commendations from their customers. Simply put, you play a significant role in deciding whether they are accredited or not.

What does Prudential Service Mark mean to you?

A Prudential Financial Consultant who has been accredited with the Prudential Service Mark signifies that he or she is committed towards rendering the highest level of service to you. In other words, your insurance and investment needs will be well taken care of by a Financial Consultant who is among the best in our organisation.

Prudential Service Mark