How to submit a claim

1. Original or Certified True Copy of death certificate and proof of relationship documents must be produced at the Customer Centre and will be returned immediately after verification. Death Certificate certified by your lawyer or any Notary Public is also acceptable.
   
   All non-English documents need to be translated into English by a certified translator. The translated documents must be authenticated by a Notary Public.
   
   
2. Please submit all the relevant documents and we will assess the claim upon receipt of all the required documents and advise whether the medical reports are required.
   
   
3. For Singaporeans and Permanent Residents (PR) who died overseas, ICA would issue this letter confirming receipt of Deceased’s identification documents (e.g. Singapore NRIC and Passport), overseas Death Certificate, and cancellation of Deceased’s Singapore NRIC and Passport.
   
   
4. Death Claim - Section 150 of the Insurance Act This Act allows an insurance company to pay an advance payment up to a maximum of $150,000 of the proceeds after claims admission to a proper claimant named as follows:
   
   Proper Claimant means:
   • Widow/ widower
   • Parent or Child
   • Brother or Sister
   • Nephew or Niece
     
     
   The balance proceeds will only be paid after the company receives the Estate Duty Clearance* and Grant of Probate/ Letter of Administration.
   
   * For death on or after 15 Feb 2008, Estate Duty is removed following a change in Estate Duty law. Hence, the Estate Duty Clearance Certificate is not required for payment of the balance proceeds. However the Grant of Probate/ Letter of Administration is still required.
   
   
5. Extraction of the medical reports is at the claimant's expense.
   
   
6. FATCA AND CRS SELF-CERTIFICATION FORM FOR INDIVIDUAL ACCOUNT HOLDER / ENTITY ACCOUNT HOLDER
   
   Prudential Assurance Company Singapore (Pte) Limited (“Prudential”) is 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) with the relevant tax authorities under certain circumstances. Claimant of policy proceeds is required to complete relevant FATCA AND CRS SELF-CERTIFICATION FORM. Claimant may download this form via Customer Form.

1. How do we make an insurance claim?
   
   To make a claim, you may contact your Financial Representative for the necessary requirements or print the claim forms online.
   
   You may submit the claim form together with supporting documents through your Financial Representative or at the Customer Service Center. Alternatively, you may mail it to us at:
   

   Prudential Assurance Company Singapore (Pte) Limited
   Privy Box No. 920427
   Singapore 929292
    

2. What are the documents required for submission?
   
   

   Death occurred in Singapore	Death occurred outside of Singapore
   	Documents must be furnished with an English translation and authenticated by the Singapore High Commissioner of that country
   If death is due to natural causes (illness)	If death is due to natural cause (illness)
   Death Claim Claimant’s Statement	Death Claim Claimant’s Statement
   Death Certificate	Death Certificate issued by a foreign authority must be certified by the Singapore Embassy or a public notary
   Claimant’s NRIC(s)/ Passport(s)	Claimant’s NRIC(s) / Passport(s)
   Documentary proof of relationship between the claimant and the deceased	Documentary proof of the relationship between the claimant and the deceased
   Last will of the deceased (if applicable)	Last Will of the deceased (if applicable)
   FATCA & CRS Self-Certification Form for Individual Account Holder	FATCA & CRS Self-Certification Form for Individual Account Holder
   Clinical Abstract Application form	Clinical Abstract Application form

    

   2.1 Additional mandatory documents if death is due to accident or unnatural cause:

    

   Death occurred in Singapore	Death occurred outside of Singapore
   	Documents must be furnished with an English translation and authenticated by the Singapore High Commissioner of that country
   Medical attendant report	Medical attendant report
   Police report or newspaper clipping	Burial cremation documents (if cremation or burial occurred overseas)
   Post mortem/toxicology report	Repatriation report (if the body was repatriated back to Singapore for cremation/burial)
   Coroner’s Certificate	Letter from Immigration and Checkpoint Authority (ICA)*
   	Police report/Police investigation report
   	Newspaper clipping
   	Post Mortem and Toxicology Report
   	Coroner’s Certificate

    

   * For Singaporeans and Permanent Residents (PR) who died overseas, ICA would issue this letter confirming receipt of Deceased’s identification documents (e.g. Singapore NRIC and Passport), overseas Death Certificate, and cancellation of Deceased’s Singapore NRIC and Passport.

   For a comprehensive checklist and a quick visual guide, please refer to the Life Insurance Association (LIA) infographic guide.

    

3. Who do we pay the claims proceeds to?
   
   

   No.	Type of Policy	To whom claims proceeds is payable
   1.	Trust	Trustee
   2.	Normal Policy (without Will)	Proper Claimant**(up to S$150,000 provided there are no contesting claimants)   Amount  in excess of S$150,000 will require Grant of Letters of Administration* and Schedule of Assets
   3.	Normal Policy (With Will)	Executor upon submission of Grant of Probate*   and Schedule of Assets
   4.	Assignment Policy	Assignee
   5.	Trust Nomination	Trustee
   6.	Revocable Nomination	Nominee

   
   

   *Grant of Letters of Administration & Grant of Probate and Schedule of Assets has to be obtained through a solicitor licensed to operate in Singapore.

   ** Proper Claimants are defined under Section 150 of the Insurance Act as the “widower, widow, parent, child, brother, sister, nephew or niece of the deceased”.
    

4. How long does it take to settle a death claim?
   
   For claims occurring after the policy has been inforce for more than 2 calendar years, we will process the claim within 10 working days.  If the policy is inforce for less than 2 years or claim occurred outside of Singapore, we will review the claim within 5 working days and inform you of the status of the claim.
   
   
5. What if the claimant does not have the death certificate but the Life Assured has been missing for some time?
   
   The claimant will have to get legal advice to apply for a court order that presumes the Life Assured‘s death.  The court order is to be submitted as part of the claims document.
   
   
6. When does the claimant need to submit the Post Mortem / Toxicology Report?
   
   The claims officer will advise if the Post Mortem/ Toxicology are required after assessment of the claim.
   
   Local forensic authority usually perform post mortem for cases where death is sudden or unnatural.  Toxicology test is usually done to exclude or ascertain alcohol or drug content in deceased’s blood.
   
   
7. When does the claimant need to submit the Coroner’s Certificate?
   
   The claims officer will advise if the Coroner’s Certificate is required after assessment of the claim.
   
   Generally, a coroner certificate is required for cases in which death is sudden or is suspected to be caused by unnatural means.
   
   
8. What if the claimant is unable to provide the documents needed for proof of relationship?
   
   The claimant can approach the relevant local authorities for copies of the documents to be extracted at his/her expense.  If the claimant is unable to provide the relevant documents, we reserve the right to make payment to the legal representative of the deceased’s estate upon submission of Grant of Letters of Administration or Grant of Probate and Schedule of Assets.
   
   
9. Who are the Proper Claimants entitled to receive the claim proceeds?
   
   Proper Claimants are defined under Section 150 of the Insurance Act as the “widower, widow, parent, child, brother, sister, nephew or niece of the deceased.
   
   Section 150 of the Insurance Act provides that the Insurer may (i.e. at its sole discretion) pay up to S$150,000 to a proper claimant without production of the Grant of Probate or Grant of Letters of Administration and Schedule of Assets.
   
   The remaining amount is payable only on production of the Grant of Letters of Administration and Grant of Probate and Schedule of Assets.
   
   
10. What is Grant of Probate/Letters of Administration and Schedule of Assets and how does the estate apply for it?
    
    A Grant of Probate is issued by the Courts to confirm the appointment of the executor(s) named in the deceased’s will.
    
    A Grant of Letters of Administration is issued by the Courts to name the legal representatives who are entitled to deal with the deceased’s estate.
    
    Both can be applied through a lawyer who will draw up and submit a petition to the High Court for approval.  It may take up to six months for the court to grant an approval, depending on the complexities of the deceased’s estate.
    
    Please note that the Grant of Probate/ Letters of Administration will have to be applied in Singapore.
    
    The Schedule of Assets will also be included as part of the Grant of Letters of Administration and Grant of Probate.
    
    
11. Do we accept Probate or Letters of Administration issued by the authorities outside of Singapore?
    
    The Probate or Letters of Administration must be applied and issued by Singapore Court.
    
    If the country issuing the Probate or Letters of Administration is a member of the Commonwealth Country, the Probate or Letters of Administration must be resealed in Singapore. The claimant can engage a Singapore lawyer to assist them on the reseal process.
    
    
12. Is interest payable on the death claim in view that the extraction of the Grant of Probate or Letters of Administration takes a few months?
    
    Under the Life Insurance Association Singapore (LIA) statement of life insurance practice, interest is payable when the payment of a claim is made more than two months from the date of receipt of written notification of the death. Such interest will be calculated using the LIA-claims interest rate from the said date of notification until the actual date of payment. Interest payable is calculated daily and compounded at the end of each calendar year.
    
    
13. Who do we pay if deceased had made both a nomination and a Will?
    
    For Trust nomination, we will pay to the Trustee regardless of any Will.
    
    For Revocable nomination, we will pay to the nominee(s) if the revocable nomination is made after the Will.
    
    A valid Will executed after a Revocable Nomination has been made and made known to us will supersede the Revocable Nomination.  However, the Will must satisfy specific requirements under the Wills Act.  For example, the Will must provide for the disposition of all death benefits under the policy and it must specify the particulars of the relevant policy.
    
    
14. What happens if a nominee dies before the Life Assured?
    
    For Trust nomination, the proceeds will be released to the deceased nominee’s estate.
    
    For Revocable nomination, the deceased nominee’s share will be proportionately distributed among the surviving nominees. If there are no other nominees, the nomination will be deemed as revoked and it will be paid to the legal representative of the deceased’s estate.
    
    
15. What are the exact requirements necessary for a Will to be able to supersede an earlier Revocable Nomination made under Section 49M (2) of the Insurance Act?
    
    The Will must be made in accordance with the Wills Act (Cap.352) which provides for the disposition of all death benefits under the relevant policy; and specifies the particulars of that relevant policy referred to in regulation 5(3) of the Insurance (NOB) Regulations 2009. Regulation 5(3) of the Insurance (NOB) Regulations 2009 lists the following particulars:
    
    1. the name of the registered insurer that issued the relevant policy
    2. the policy number
    3. the name of each beneficiary to whom any portion (including the whole) of the death benefits under the relevant policy is bequeathed
    4. where a beneficiary referred to in sub-paragraph (c) is an individual, the following particulars of the beneficiary : NRIC/BC/Foreign passport number, address, date of birth
    5. where a beneficiary referred to in sub-paragraph (c) is not an individual, the following particulars of the beneficiary; the Singapore unique entity number of the beneficiary or, if the beneficiary does not have such a number, any other official registration number which identifies and is unique to the entity; and the address of the beneficiary;
    6. the portion of the death benefits under the relevant policy which is bequeathed to each beneficiary.
       
       
16. Are the proceeds protected against claims from creditors in the event of bankruptcy?
    
    For policies with Trust nomination, it is protected against claims from creditors. However, this will not apply if it is proved that the relevant policy was effected with the intent to defraud creditors.
    
    For Revocable nomination, it is not protected against claims from creditors.
    
    
17. If there is a nomination under the policy and the nominee is still a minor at the time of death of the Life Assured, who do we pay to?
    
    For Trust Nomination, we will pay the claim proceeds to the Trustee who will administer the monies for the benefit of the nominee(s).
    
    For Revocable Nomination, if the child is of at least 18 years of age, the death claim will be paid directly to the nominee. If the child is below 18 years of age, the death claim will be payable to the legal guardian for the benefit of the nominee.
    
    
18. If the policyowner had predeceased the Life Assured, who do we pay the claim proceeds to in the event of death of the Life Assured?
    
    Upon the death of the policyowner, the policy is vested under the Estate of the policyowner. The Grant of Probate (if there is a Will) or Grant of Letters of Administration (if there is no Will) and Schedule of Assets of the policyowner will be required for the claim to be paid to the Executor or Administrator to administer the claim monies for the benefit of the deceased policyowner’s estate.

All claims on Inpatient, Day Surgery and Outpatient Hospital Benefits (e.g Outpatient Cancer Treatment, Outpatient Renal Failure Treatment, Approved Immunosuppressant Drugs) have to be submitted through electronic submission by completing the Claim Form for Medisave-Approved Integrated Plan at the hospitals or clinics.

Please click here for the list of Medical Institutions participating in MediShield Life Scheme for electronic submission.

As the PRUShield Foreigner plan is not integrated with the reformed Basic MediShield, submission of the claim has to be via manual submission, not electronic submission as hospitals would not have any records of the foreigner Life Assured.

To see the list of the medical institutions participating in MediShield Life Scheme, click here.

We pay for the hospitalisation or day surgery expenses incurred by the life assured for a planned medical treatment overseas in a Standard Room that is deemed to be Reasonable and Customary Expenses.

The life assured /policyholder must obtain a referral from a healthcare institution in Singapore and be referred to an overseas Medisave-accredited healthcare institution(s) for approved overseas hospitalisation under this benefit. More information can be found here: CPFB | Can I use my MediSave for overseas treatment/hospitalisation?.

The list of overseas Medisave-accredited healthcare institution is subject to changes as determined by CPF Board.

 

Pre-hospitalisation Consultation and Services has to be incurred within 180 days* before the Life Assured is confined to hospital.

Post-hospitalisation Follow-up Treatment and Services has to be incurred within 365 days* following discharge from hospital.

* Please refer to your policy booklet for entitlement of Pre and Post-Hospitalisation benefit.

PRUExtra or Extra Lite is a plan which complements the coverage offered by Main PRUShield policy. You only need to file claim for deductible/co-insurance if they are not processed together with your main PRUShield claim.

For Special appliances & Prosthesis benefit under PRUExtra plan, please substantiate the claim with doctor’s memo stating the reason of such purchase.This benefit is not available for PRUExtra Lite plan.

For Post-Hospitalisation Follow-up TCM treatment under PRUExtra plan, the following is the approved TCM medical institutions valid as of 01 Apr 2022. This benefit is not available for PRUExtra Preferred CoPay, PRUExtra Lite CoPay and PRUExtra Lite plans.

• Bai Chuan TCM Clinic Pte Ltd
• Bao Zhong Tang TCM Centre
• Beijing Tong Ren Tang
• Complementary Integrative Medicine Clinic - Tan Tock Seng Hospital
• Eu Yan Sang TCM Clinic
• ECON Chinese Medicine
• Heritage TCM Clinic
• Healthsciences International Pte Ltd
• Ma Kuang Chinese Medicine & Research Centre Pte Ltd
• Raffles Chinese Medicine - Raffles Hospital
• Si En TCM Medical Clinic Pte Ltd
• Singapore Chung Hwa Medical Institution
• Singapore Thong Chai Medical Institution
• Traditional Chinese Medicine Centre - Kwong Wai Shiu Hospital
• Thomson Chinese Medicine
• Thye Hua Kwan TCM Medical Centre - Ang Mo Kio Thye Hua Kwan Hospital
• Yang Zheng Tang TCM Clinic
• Chinese Medical Centre Pte Ltd
• Yu Guo Chinese Physician Pte Ltd
• Kin Teck Tong
• Chien Chi Tow
• Realm of Tranquility
• Chia Chay Puay Clinic
• Yong Kang TCM Clinic
• Ever Spring Medical Group Pte Ltd
• Ling Lan Chinese Physician & Acupuncturist
• Blessed Health TCM Clinic
• Tang Shan Chinese Medical
• Annie Tiang TCM
• Zhang AiPing TCM Clinic
• Acu Point Pte Ltd

We reserve the right to review and change the above list as required from time to time. We advise that you check the list before consulting the clinic.

You can only file this claim if your organ transplant benefit claim has been approved by Prudential.

Note:

X-ray report is a mandatory requirement for a claim on fracture benefit.