Our Claims Promise

Our Claims Promise

A Prudential policy protects you and your family during life’s difficult moments. We strive to pay your claim as quickly as possible and with compassion and care. We make it simple and easy, and only ask for necessary information.

How We Deliver

Our Approach

Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal and friendly manner.

When you make a claim

We assess and pay each genuine claim promptly. We only ask for relevant information and give you updates on your claims progress when you need them. We explain our decisions simply and clearly.

Our Commitments


Depending on the type of claim, on average, we take between 5 to 15 working days* to complete the following processes
  1. Acknowledgment receipt of your claim for manual submissions. Claims submitted digitally will receive an instant acknowledgement or
  2. Inform you if we need additional documents or
  3. Inform you of the claim decision, after receiving all required documents.
*Note: Service standards may differ from case to case depending on the complexity of each claim. Around 75% of Integrated Shield Plan (IP) claim requests are processed within 1 working day.

Communication with Care

We will let you know when we receive your claim, require additional documents and when the outcome of your claim is available. Our staff and agent are professionally trained to guide you whenever you need help.

Customer Experience

Your feedback is important to help us serve you better. If you have a complaint, we will deal with it seriously.


We understand your claim is important to you. We treat every customer fairly. We ensure our claims process is clear, transparent, and without customer bias.


We take your privacy seriously and will protect it at all times.