Customer Service FAQs

PRUaccess

How do I reset my PRUaccess PIN?

For Policyholders:

Step 1: At the PRUaccess login page, click on ‘Forgot My Pin’.
Step 2: Enter your NRIC/Passport Number and Date of Birth.
Step 3: Enter the one-time password (OTP) sent to your registered mobile number.
Step 4: Proceed to reset your PIN and set your User ID.

Note: The PIN reset will take effect immediately. A confirmation SMS will be sent once the PIN is successfully reset.

For Corporate Policyholders:

Step 1: At the PRUaccess login page, click on ‘Forgot My Pin’.
Step 2: Enter your Client number and Policy number.
Step 3: Upon successful submission of your online application, we will mail the hardcopy PIN mailer to your address in our records within 5 working days of your online application.

How do I update my mobile number?

You can update your mobile number by completing the Update of Address and Contact Information Form.

For Local (Singapore), please mail the completed form back to us, using the business reply envelope. Alternatively, you may submit the form at our Prudential Customer Service Centre.

If you are Overseas, please mail the completed form to:

Prudential Assurance Company Singapore (Pte) Limited
Robinson Road PO Box 492
Singapore 900942

What is my login ID?

Your login ID is a user-defined ID. This means that you can select an ID that is easily remembered but also secure. Please do not use your NRIC, passport number or FIN for this purpose.

  1. If you have not registered with PRUaccess, click here
  2. If you have forgotten your login ID, click here
  3. If you have forgotten your PIN, click here
Why am I still unable to log in after I reset my PIN?

The PIN that you choose must be between 8 to 20 characters and comprise of uppercase and lowercase alphanumeric. E.g. Abcdf123. It must not contain any special characters.

Why am I unable to receive the OTP when using an overseas mobile number?

You will need to check with your local service provider in your country to ensure that you can receive OTP texts from Prudential.

If your service provider confirms that you can receive OTP texts from Prudential, but you still do not receive the OTP, please contact our PruCustomer Line at 1800-3330333 (+65 63330333 - if calling from overseas) Mondays to Fridays, 8.30am to 5.30pm, excluding public holidays.

Why did I not receive the one-time password (OTP)?

If you did not receive your OTP within 2 minutes, select “click here to request for a new OTP.”. Please note that there may be a delay in receiving the OTP if the mobile connection is weak.

You may also contact us to check if your current mobile number has been registered with Prudential.

If you are currently using an overseas mobile number that has been registered with Prudential, please check with your service provider to ensure that you are able to receive SMS OTPs from Prudential.

Why do I need to register for Prudential's customer servicing portal, PRUaccess, again?

Under the Personal Data Protection Act for NRIC and other National Identification Numbers, organisations are generally not allowed to use NRIC as a login ID from 1 Sep 2019 onwards unless under special circumstances.

Starting from Aug 2019, Prudential will be transiting our customers to a new PRUaccess user ID to comply with the regulation.

Update of Personal Particulars

Mail-in / Customer Service Centre

You can also update your contact details by completing this form and mail it to us or by visiting our Customer Service Centre. You can update the following details:

  • Mailing address
  • Residential address
  • Contact number (home, office)
  • Email address

For other personal particulars, please complete this form and mail it to us or by visiting our Customer Service Centre. You can update the following details:

  • Change of signature
  • Update of name / citizenship / permanent residency status / passport number
Update Online

Now, you can update your personal particulars in the comfort of your home, through our digital channel.

 

What you can update

Our digital channel

Step to follow

  • Mailing address
  • Residential address
  • Contact number (home, office)
  • Email address
PRUaccess
  • Click on “Update personal information”
  • Select “Edit details”

Policy Payments

Can I change the GIRO deduction/credit card billing date(s) for my policy(ies)?

No, this option is not available.

We will charge the premium to your credit card on the premium due date. The charge will take place on the next working day if the premium due date falls on a Saturday, Sunday or Public Holiday.

Please refer to the table below for the GIRO deduction schedule:

 

Bank Premium Due Dates Scheduled Deduction Dates
1st attempt 2nd attempt
(if the 1st attempt is unsuccessful)
POSB / DBS GIRO
06th of current month to 
21st of current month

21st
(of current month)
05th
(of following month)

22nd of current month to
05th of following month

05th
(of following month)
21st
(of following month)
Interbank GIRO
(all other banks)

2nd of current month to 
23rd of current month

23st
(of current month)
1st
(of following month)

24th of current month to 
1st of following month

1st
(of following month)
23th
(of following month)

 

The scheduled deduction dates are fixed with the banks and cannot be changed. However, if a scheduled deduction date falls on a Saturday, Sunday or Public Holiday, deduction will take place on the next working day.

How can I pay my policy payments?

For PRUShield plans (insuring Singaporeans/Singapore permanent residents), you can pay the premiums using your CPF Medisave. For other regular premium plans, you can pay the premiums using any one of the options listed in the table below:

 

  iPAY Giro Credit Card Internet Banking AXS Cash/ Cheque
Monthly
Quarterly
Annually

 

Please visit our How to Pay webpage for the guide on how you can pay your policy premiums using the options listed above.

How do I change my credit card number for premium payment?

For premium payment by credit card,
 

Option 1: Login to your PRUaccess account and follow the steps below:

Step 1: Select the policy number

Step 2: Select the 'Select E-Transaction for this policy' button

Step 3: Select the 'Change Payment Method to Credit Card' button to enter your credit card details.

How do I change my GIRO account number for premium payment?
  1. PRUaccess
  2. You may set up a DBS/POSB GIRO arrangement through PRUaccess, a website for Prudential Policyowners to manage their policies online

    • Login to your PRUaccess account and follow the steps below:
    • Select Policy Transaction
    • Select Change payment method to GIRO

  3. iPay
  4. Use this option if you do not have a PRUaccess account by enrolling for DBS/POSB GIRO online via our Online Payment Portal.

  5. Your Bank account at DBS/POSB iBanking
  6. The GIRO instruction will be activated within 5 working days

    • Login to your DBS iBanking account
    • Add a new GIRO arrangement
    • Select Prudential Assurance as the billing organisation
    • Input the Policy Number as the billing reference number

How do I change the frequency of my premium payments?

Please complete and send us the Change of Payment Frequency Form.

How do I make repayments for Policy Loan(s)/Automatic Premium Loan(s)

The minimum amount for each repayment is $100. Loan repayments using credit card is not allowed.

Please visit our How to Pay webpage for the guide on how you can repay the loan(s) using the various payment options available.

How do I request Prudential to make another deduction/charge from my GIRO account/credit card?

For premium payment by credit card, we will charge the outstanding premium from your credit card again 15 calendar days after the first unsuccessful attempt.

For premium payment by GIRO, please refer to the table below for the deduction dates:

Bank Premium Due Dates Scheduled Deduction Dates
1st attempt 2nd attempt
(if the 1st attempt is unsuccessful)
POSB / DBS GIRO
06th of current month to 
21st of current month

21st
(of current month)
05th
(of following month)

22nd of current month to
05th of following month

05th
(of following month)
21st
(of following month)
Interbank GIRO
(all other banks)

2nd of current month to 
23rd of current month

23st
(of current month)
1st
(of following month)

24th of current month to 
1st of following month

1st
(of following month)
23th
(of following month)

 

The scheduled deduction dates are fixed with the banks and cannot be changed. However, if a scheduled deduction date falls on a Saturday, Sunday or Public Holiday, deduction will take place on the next working day.

What is an Automatic Premium Loan (APL)?

The APL is a provision in your regular premium participating policy that will be automatically activated in the event when the premium due is not received within 30 days from the premium due date (“grace period”). The surrender value (if available) for your policy will be applied to pay the outstanding premiums. The surrender value used becomes a loan on your policy.

An interest is chargeable on the outstanding APL amount starting from the date of the loan. On each anniversary of the premium due date of your policy, we add the previous year's interest to the loan amount and charge interest on the total until the APL is fully repaid.

Presently, the APL interest rate of 5.75% per annum. We reserve the right to vary the interest rate and will notify you 3 months before the change.

The loan amount and interest will remain as outstanding amounts owing to us. You can repay the loan at any time, but we will deduct the loan amount and interest owning to us from any payment we make under your policy. If the total amount owing to us under your policy exceeds the surrender value, your policy terminates immediately.

The advantage of the APL provision is that your policy will remain in-force and you will remain covered for all benefits of the policy as long as there is sufficient surrender value.

Why was the GIRO deduction/credit card billing for my policy premium unsuccessful?

Please check with your bank or credit card issuing company on this matter.

Policy Coverage

How do I add a supplementary benefit/ rider?

To add a supplementary benefit, you will need to speak with your Financial Consultant.  You may check your Financial Consultant’s details by logging into PRUaccess. If you would like us to arrange for another Financial Consultant to contact you, please click here.

How do I cancel a supplementary benefit/ rider?

Please complete and send us the Application for Alteration (Form 2).

How do I reinstate my lapsed policy?

If your policy has lapsed for less than 60 calendar days (90 calendar days for PRUShield and PRUExtra), please send us your payment of the outstanding premiums due.

If your policy has lapsed more than 60 calendar days (90 calendar days for PRUShield and PRUExtra), please complete and send us the Application for Reinstatement Form together with your payment of the outstanding premiums due. We will review your declarations in the form and inform you if we require further information from you to review your reinstatement application. Please note that all costs of obtaining the additional information will be borne by you.

Please refer to the terms and conditions of your policy for the reinstatement application period applicable for your policy.

Making Withdrawals

How do I do a partial withdrawal for my PRULink policy?

Please refer to the terms and conditions of your policy to check if your policy has this feature.

Complete and send us the Application for Partial Withdrawal Form.

How do I make a Cash Benefit withdrawal?

Please refer to the terms and conditions of your policy to check if your policy has this feature.

For Cash Benefit withdrawals,

 

Option 1: Login into PRUaccess account and follow the steps below.

Step 1: Select the policy number

Step 2:Select the 'Select E-Transaction for this policy' button

Step 3: Select 'Cash Benefit Withdrawal' button to enter the amount that you would like to withdraw

 

OR

Option 2: Complete and send us the Application for Cash Bonus / Cash Benefit Withdrawal / PruAsset Withdrawal Form.

For Cash Bonus withdrawals, please complete and send us the Application for Cash Bonus / Cash Benefit Withdrawal / PruAsset Withdrawal Form.

How do I take a policy loan?

Please refer to the terms and conditions of your policy to check if your policy has this feature.

Option 1: Login into PRUaccess account and follow the steps below.

Step 2: Select the policy number

Step 3: Select the 'Select E-Transaction for this policy' button

Step 4: Select 'Policy Loan' button to enter the loan amount

OR

Option 2: Complete and send us the Application for Policy Loan Form.

How do I withdraw the remaining Advanced Premium Deposit (APD) from my policy?

Please send us your signed written request for the withdrawal using our Business Reply Envelope.

The accumulated APD interest may not be payable if you choose to withdrawal your APD from your policy. Please refer to the terms and conditions of the APD application form that you signed previously for more details.

Surrender

How do I check the estimated surrender value for my Policy?

You can view your policy details online usings using PRUaccess. Once you have logged in, follow the steps below:

Step 1: Select the policy number

Step 2: Select the ‘Policy Values’ button

How do I surrender my policy?

You may contact your Financial Consultant for assistance. Alternatively, you can send an email to us at customer.service@prudential.com.sg or call our PRUcustomer Line at 1800 333 0333 to request for the surrender application form.

How will the surrender payment be made?

Surrender payments are made by cheque unless other prior arrangements are made by completing the Payment Instructions Form. For policies purchased using your CPF savings, the surrender payments will be credited to your CPF account.

When can I receive the payment after the surrender request has been approved?

Once approved you should receive the cheque by post within the next 5 to 7 working days if your address in our record is a local address. For foreign addresses, please complete and send us the Payment Instructions Form together with your surrender application form.

For policies purchased using your CPF savings, the surrender payments will be credited to your CPF account within 7 working days from the date we process your surrender application.

Trusts

What is Educational Trust?

Educational Trust - a trust set up by a parent or legal guardian for the sole benefit of a child or ward who is also the life assured. The parent or legal guardian acts as a trustee of the policy. The child or ward does not take over the ownership of the policy when he or she turns 21 years old. You cannot change the terms of the trust after it is set up.

What is Juvenile Trust?

Juvenile Trust - a trust set up by a parent or legal guardian for the sole benefit of a child or ward who is also the life assured. The parent or legal guardian acts as a trustee of the policy. The child or ward shall take over the ownership of the policy when he or she turns 21 years old, on the condition that he or she complies with any requests we may have for more information or documents. This is to ensure that we can continue to comply or adhere (whether voluntary or otherwise) to any relevant laws, regulations or requirements.

Otherwise, the policy shall remain under the trust and ownership shall not transfer to the life assured. You cannot change the terms of the trust after it is set up.

What is Non-Statutory Trust?

Non-statutory Trust - a trust designed for the sole benefit of anyone (excluding spouse and children) who is named as a beneficiary. You can change the terms of the trust as and when you like.

Policy Assignment

How to assign a policy?

You must use relevant assignment form.

While we have assisted you in preparing the assignment form, we do not accept legal responsibility for the appropriateness of the assignment or its wordings or the effectiveness of the assignment or any other legal or tax consequences of this document in relation to any particular policy. If you have any doubts, you should consult a lawyer.

Both assignor and assignee must read all instructions and notes stated in the assignment form before completing it with utmost due care. Only original copy of the duly completed Deed of Absolute Assignment can be registered.

The policy to be assigned must be in force and must not be subject to any Trust Nomination or under Housing Protection Scheme purposes at the time of the assignment.

With effect from 1 Jan 2017, Assignee must complete FATCA AND CRS SELF-CERTIFICATION Form. We are required to collect certain information about each person’s tax residency and tax classifications under applicable tax regulations, including the Singapore Income Tax Act (Chapter 134), the Foreign Account Tax Compliance Act (“FATCA”) and the OECD Common Reporting Standard for Common Exchange of Financial Account Information (“CRS”). We may be obliged to share information about the policy(ies) for which you are an Account Holder with the relevant tax authorities under certain circumstances. The assignee is required to complete relevant FATCA AND CRS SELF-CERTIFICATION FORM.

What is assignment of policy?

Assignment of a life insurance policy means transfer of rights from one person to another. You can transfer the rights on your life insurance policy to another person/entity for various reasons. This process is referred to as Assignment and is governed under Policies of Assurance Act (Chapter 392).

The person who assigns the insurance policy is called the Assignor (policy owner) and the one to whom the policy has been assigned, i.e. the person to whom the policy rights have been transferred is called the Assignee.

Once the rights have been transferred from the Assignor to the Assignee, the rights of the policy owner terminates and the assignee becomes the owner of the insurance policy. Under Singapore law, only the Assignee can give a valid discharge of all payment obligations to the insurer.

A notice of assignment must be given to the insurer at its principle place of business, and the date on which such notice was received shall regulate the priority of all claims under any assignment.

Once we acknowledge receipt of your assignment deed, all future correspondence on your policy will be sent directly to the assignee. Any future dealings with the policy (e.g. surrender of policy) will require only the assignee's consent and any payment on the policy will be paid to the assignee whose receipt will be a valid discharge to us.

If the premiums of the policy are not paid, whether by the assignor or the assignee, the policy may lapse. In the event that the policy is lapsed, the assignee will not be entitled to any benefits under the policy.

Who can assign policy?

Only the policy owner of the life insurance policy can assign the policy.

If the assignor (i.e policy owner) is a natural person, he/she must have attained at least 18 years of age to assign a policy. The assignee, as a natural person, must also have attained at least 18 years of age at the assignment.

Maturity

Can the maturity cheque be issued to just one Trustee?

Please send us your written instruction, duly signed by all Trustees appointed for your policy.

How will I receive my maturity payment?

Maturity payments are made by cheque. If you would like us to credit the payment to your bank account, please complete and send us the Payment Instructions Form at least 1 month before your policy matures.

Claims

How do I apply for PRUShield eLOG?

eLOG is generated by participating hospitals. Please click here for more information on eLOG.

How do I check my claim status?

We will write to you once we have completed our review of your claim application. A copy of our letter will also be uploaded into PRUaccess under the ‘e-Documents’ option.

How do I submit a claim?

Please click here for the claim requirements.