PRUServices

If you have an existing web portal PRUServices account, simply enter your PRUServices login credentials to start using the Prudential Singapore app.

If you do not have an existing PRUServices account and it is your first time logging in after the migration from PRUaccess to PRUServices, please create an account according to the steps below.

Important: Do not select “Forgot Password”, “Forgot Username”, or “Sign in with Singpass” until after your account is successfully created/verified.

Steps to create/verify your account:

  1. Download the 'Prudential Singapore’ app from the Apple App Store or Google Play Store

  2. Open the app and tap on Create account

  3. On your first login, you will be prompted to link your account to your device to prevent unauthorized access on other devices

  4. Select your ID type, then enter your Identification Number (NRIC/FIN/Passport) and Date of Birth in the format DD/MM/YYYY
    • Example: 2 January 1999 → 02/01/1999

    • If the details are entered incorrectly, you may see an error message. Please try again and ensure your information is accurate. If the issue persists, contact https://www.prudential.com.sg/contactus for assistance.
       
  5. Enter the One-time Password (OTP) sent to your registered mobile with us.
    • If you already have an existing PRUServices account, you will be directed to sign in.

    You may sign in on the app using Singpass or Email and Password.

  6. If you do not have an existing web portal (PRUServices) account, enter a unique email address as your Username.
    • Note: If you encounter the error message “Email in Use”, it is likely that it is in use for another PRUServices account.
       
  7. Enter the OTP sent to your email to verify your email address.

  8. Once verified, choose your password and complete your account creation.

  9. Finally, set up your six-digit PIN. This will be your default login. You may also opt to set-up biometrics as your default login for future logins.

Before account is created:

Your OTP may not be received due to the following reasons:

  • Restrictions by your mobile or email service provider

  • Poor network coverage or SMS delays

  • Email spam or junk filters

If the issue persists, please check with your mobile or email service provider.

 

After account is created:

You will only receive an OTP if you’ve a valid web portal PRUServices account and your registered mobile/email is updated in our records.

(Refer to the first question if you are unsure whether you have an existing PRUServices account)

If you did not receive your OTP within 2 minutes, select “Get a new OTP”.

 

Some common reasons why SMS OTP is not received:

  • Unstable or poor network coverage – ensure that your mobile signal strength is strong
     

Some common reasons why Email OTP is not received:

  • OTP email directed to spam/junk – check your Spam/Junk folder

  • Corporate email security settings – ensure that Prudential is whitelisted and your corporate firewall security setting isn’t blocking our emails

  • Inbox storage full – clear your inbox

  • Unstable internet connection – connect via Wi-Fi for better internet connection

Yes. You may view your payment history under Payments → Payment history.

Payment history for the past 2 years will be available for viewing on the Prudential Singapore app or PRUServices (web).

Claim submission is available on the Prudential Singapore app or PRUServices (web) for selected policies that support online claim filing.

You will be able to select these eligible policies directly within the app or PRUServices.

If no policies are available for claim submission, your policy may not support online claims. Please contact your Financial Representative, who will be able to assist you.

Yes. You may view your past claim submissions on the Prudential Singapore app or PRUServices (web), including those submitted on PRUaccess by selecting Claims → Track Claims. Claims submitted within the past 2 years will be available for viewing.

Yes. You may request for a Revised Benefit Illustration (RBI) or Quarterly Surrender Value (QSV) document on the Prudential Singapore app or PRUServices (web) by following these steps:

Select Documents → Revised Benefit Illustration or Quarterly Surrender Value → Select applicable Policy(s) → Submit Request.

Once your document is ready, it will be available under Documents → View eDocuments.

Yes. You may view your existing beneficiary or trustee details under Policy Details on the Prudential Singapore app or PRUServices (web).

To nominate a new beneficiary, follow these steps:

  1. On the homepage, select the applicable Policy Card

  2. On the next screen, scroll down to Beneficiary & trustee details. Select ‘Nominate beneficiary’.

  3. Ensure you have the necessary information to proceed. Select ‘Confirm’ to proceed.

  4. Select ‘Add Nominee’ on the next screen.

  5. Select ‘Person’ or ‘Entity or Organisation’, then enter the required details and select ‘Add’.

  6. Indicate the share percentage for each nominee. The total must add up to 100%. Select ‘Continue’ to proceed.

  7. Provide details of two attestors by selecting 'Add details' for each.

  8. Enter the required information. Select ‘Add’ to proceed.

  9. Verify your email address, tick the acknowledgement checkbox, and select ‘Confirm’.

  10. After successful submission, you will receive an email with instructions to complete digital signing via Singpass.

Auto reinstatement is available for eligible policies only, on Prudential Singapore app or PRUServices (web).

To complete an auto reinstatement, follow these steps:

  1. Select the inactive/lapsed policy you wish to reinstate.

  2. Search for Policy Services under Popular Services and select ‘Reinstate Policy’. If this option is not available, your policy may not be eligible for auto reinstatement or may require manual reinstatement. Please contact your Financial Representative or Customer Service for assistance.

  3. Follow the on-screen instruction to submit your reinstatement request.

  4. Once submitted, complete the payment (via iPay, if required).

    Update of Personal Particulars

    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 numbers (mobile, 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 / identification number (NRIC / ID / Passport) / nationality / citizenship / permanent residency status

    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 numbers (mobile, home, office)
    • Email address
    		PRUServices
    • Click on "Profile" at the top right corner
    • Under "Profile and Contact", click "Update"

    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 below:

    • GIRO
    • Credit Card
    • PayNow (QR code)
    • AXS
    • Internet Banking (Bill Payment or FAST Transfer)
    • Telegraphic Transfer

     

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

    • Log in to your PRUServices account
    • Navigate to top menu bar and click on "Payment"
    • Select “Change payment frequency”
    • Select a new payment frequency. If advance premium is needed, follow the steps accordingly
    • Click on "Continue" complete your transaction

    All changes will take effect on your next policy anniversary date.

    1. iPay

    • Log in to iPay with your NRIC and Date of Birth

    • Select Credit Card Enrolment

    • Select your desired Policy Number(s)

    • Click “Next”

    • Click to agree and acknowledge the important notes and terms and conditions, then click “Next”

    • iPay will redirect you to the credit card payment page. Please proceed to enter your billing information and credit card details

    • Click “Submit”

    • Authorise the transaction to complete the enrolment



    2. Prudential Singapore app or PRUServices (web)

    • Log in to your Prudential Singapore app or PRUServices (web) account.

    • From the top navigation bar, click on "Payments"

    • Select “Enrol recurring payment”

    • The iPay portal will launch in a new tab

    • Follow the steps outlined in section 1 "iPay" to complete your transaction
       

    The GIRO instruction will be activated within 1 working day.

    1. iPay

    • Log in to iPay with your NRIC and Date of Birth

    • Select Giro Enrolment (applicable to participating eGIRO bank accounts*)

    • Select your desired Policy Number(s)

    • Click “Next”

    • Click to agree and acknowledge the important notes and terms and conditions, then click “Next”

    • Select the bank that you wish to use for enrolment. iPay will redirect you to the i-banking website. Please proceed to log in with your banking User ID and password

    • Enter the OTP or login authentication pop-out notification sent from your bank to complete the transaction
       

    The GIRO instruction will be activated within 1 working day.

    *DBS/POSB, Bank of China, Citibank, HSBC, ICBC, Maribank, Maybank, OCBC, Standard Chartered Bank and UOB

     

    2. Prudential Singapore app or PRUServices (web)

    • Log in to your Prudential Singapore app or PRUServices (web) account.

    • From the top navigation bar, click on “Enrol Recurring Payment”

    • The iPay portal will launch in a new tab

    • Follow the steps outlined in section 1 "iPay" to complete your transaction
       

    The GIRO instruction will be activated within 1 working day.

     

    3. DBS/POSB iBanking website

    • 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
       

    The GIRO instruction will be activated within 5 working days.

    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:

    BankPremium Due DatesScheduled Deduction Dates
    1st attempt2nd 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.

    To cancel existing GIRO arrangement:

    • Inform your bank on the cancellation request.
    • To change the existing GIRO arrangement to other payment methods, please complete Section A of the Application for Alteration (Form 1). Do note that ‘other payment methods’ is not applicable to policies on monthly frequency. If you would also like to change your payment frequency, please submit the Change of Payment Frequency Form.

    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:

    BankPremium Due DatesScheduled Deduction Dates
    1st attempt2nd 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.

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

    We will inform you that your GIRO deduction has been unsuccessful and the next GIRO deduction date.

    Note: Some banks may charge a $10 service fee for the cost of processing each unsuccessful GIRO deduction due to insufficient funds. Please check with your bank to obtain more information on their fees/charges.

    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.

    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.

    Policy Coverage

    To add a supplementary benefit/rider, you will need to speak with your Financial Representative. You may check your Financial Representative's details by logging into Prudential Singapore app or PRUServices (web).

    If you would like us to arrange for another Financial Representative to contact you, please click here.

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

    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.

    24-Hour Hotline: (65) 6950 9287

    If you have an active policy with travel and medical assistance benefits, you may call this helpline when travelling abroad and in need of emergency help due to an accident.

    Note:

    • Please have your policy number ready when you make the call.
    • Services provided are subject to the Terms and Conditions in your policy document.

    Making Withdrawals

    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.

     

    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 our Prudential Singapore app or PRUServices (web) to perform Cash Benefit Withdrawal.

    Step 1: Select a policy from the Homepage that is eligible for Cash Benefit Withdrawal

    Step 2: Select “More Services”

    Step 3: Tap on Cash Benefit Withdrawal icon and enter the amount that you would like to withdraw.

    Step 4: Follow the on-screen instructions to submit your request

    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.

    Deferred Cash Benefit Payout Option

    If you have opted for the deferred cash benefit payout option in your proposal form, the deferred payout option will only be paid out to you on the scheduled due date if you meet all of the following criteria: 

    1. No cash benefit withdrawal has been made from your policy.

    2. Cash benefit has not been used as a premium for your policy, and

    3. Your premiums are paid up to the cash benefit due date.
       

    If you do not meet the criteria for receiving the deferred yearly cash benefit payout, the cash benefit will remain accumulated in your policy. You have the option to receive yearly cash benefit on the cash benefit due date by submitting Alteration Form 1. You can find the form here.

    You may also withdraw your accumulated cash benefit amount by following the steps in this Cash benefit Withdrawal Guide (Option 1 or 2 above).

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

    If you do, you may login into our Prudential Singapore app or PRUServices (web) to perform Policy Loan.

    Step 1: Select a policy from the Homepage that is eligible for Policy Loan

    Step 2: Select “More Services”

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

    Step 3: Tap on Policy Loan icon and enter the amount that you would like to loan.

    Step 4: Follow the on-screen instructions to submit your request

    OR

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

    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

    You can view your policy details online using our Prudential Singapore app or PRUServices (web).

    Step 1 : Select the policy number from the Home page.

    Step 2: Under "Values" tab, select "Surrender Value".

    Step 3: Follow the on-screen instructions to submit your request


    You may contact your Financial Representative 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.

    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.

    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.

    Nomination of Beneficiaries

    1. Nominate Online (Form 4 – Revocable Nomination Form)

      You can nominate your beneficiary for Revocable Nomination from the comfort of your home, via our Prudential Singapore app or PRUServices (web). Please click here to view the FAQ and Guide.

    2. Mail-in / Customer Service Centre

      You can nominate your beneficiary or make amendment to your nomination by completing the Forms under Trust and Revocable Nomination Section.

    For more information on Making a Nomination, please click here.

    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.


    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.

    Policy Assignment

    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.

    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.

    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

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


    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

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


    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 PRUServices.

    Please click here for the claim requirements.