A Message from Our CEO
We understand that the outbreak of COVID-19 makes this a challenging time for businesses and families. As an insurance company, our services are classified as essential. Please be assured that we are here to support you as we fight together as a community to contain its spread.
Prudential is extending a number of support measures to ensure that your health, protection and savings needs continue to be met during this period. We hope that these support measures are of some comfort and help to you.
Please continue to take care of your health, practise social distancing and stay positive. By working together, we can overcome the challenges and emerge stronger as a community.
Chief Executive Officer
Continuity of Services
As an insurance company, our services are classified as essential. We remain open for business and are here to assist with your insurance needs whenever you may need us.
Our Financial Consultants remain available to help you with your coverage or claims needs. We have launched a new remote sales and advisory solution to enable you to receive financial advice via video call during this period where social distancing is encouraged. Should you need advice or wish to purchase a plan, your Financial Consultant will be pleased to arrange a session with you.
Aid for Customers in Hardship
We understand some of our customers may be financially impacted by the COVID-19 situation, and face difficulty in paying for their policies. Prudential offers a range of alternatives that customers can consider, please click here for more details.
1. Extended Grace Period(for premiums due 1-Apr-2020 to 30-Sep-2020)
Earlier this year, members of the Life Insurance Association have agreed to extend the grace period to pay premiums due, by up to six months or 180 days. In giving customers more time to pay their premiums, we want to help customers stay protected during this challenging time.
This extended grace period will apply to premiums due between 1 April 2020 to 30 September 2020 (both dates inclusive). Throughout the 6-month grace period, customers who are unable to pay their premiums will continue to receive coverage from their plans.
At the end of 6 months, or upon first re-payment, customers will need to make a lump sum payment of all outstanding premiums, in order to avoid a policy lapse. If you are unable to make a full payment at the end of your extended grace period, please click here to learn how you can continue keeping your policies.
For more information, please refer to our FAQs.You can also refer to Monetary Authority of Singapore(MAS)’s Media Release and MAS FAQs for individuals and SMEs.
2. Premium Instalment Plan
We recognise that having to make a lump sum payment at the end of the grace period might be difficult, especially for those who were severely affected by COVID-19 and are facing hardship.
To further extend our support to our customers, we are rolling out a Premium Instalment Plan which offers you the option to pay in instalments over 3 to 6 months.Who is eligible?
- Policyholders with outstanding premiums due between 01 April 2020 and 30 September 2020,
- Who have explored other financing options available for their policies such as Automatic Premium Loan, premium holiday, conversion to paid-up policy, or opting for a lower sum assured
- And are unable to make a lump sum payment of outstanding premiums due to financial hardship^
For more information on application process and other queries, please refer to our FAQ.
3. Deferred Premium Payment Plan(for premiums due 1-Oct-2020 to 31-Mar-2021)
The Deferred Premium Payment (DPP) plan is designed to give our customers more time to pay their premiums and to stay protected amidst the pandemic. Customers facing hardship can apply to defer their premium payment to a later date, up to a maximum of 6 months.
Who is eligible?
- Policyholders with outstanding premiums due between 1 October 2020 to 31 March 2021 (both dates inclusive),
- Where policyholder(s) have explored other financing options available for their policies such as Automatic Premium Loan , premium holiday, conversion to paid-up policy, or opting for a lower sum assured,
- And are unable to make payment of outstanding premiums due to financial hardship^.
- Applicable for policies that were not on deferment of billing between 1 April 2020 to 30 September 2020.
For more information on application process and other queries, please refer to our FAQ.Do approach your Financial Consultant to do a holistic review of your policy coverage, and to understand alternative options available for you to continue with your policies. This will enable you to commit to a comfortable premium payment to ensure sustainability going forward. Alternatively, please contact our PRUCare team (PRUCare@prudential.com.sg) or call our PRUCustomer Care at 1800 333 0 333
4. Cover Assured Scheme
The Cover Assured Scheme (CAS) is launched to assist existing Prudential policyholders who are unable to sustain premium payments on their existing policies, resulting in policy lapses.
This scheme will allow policyholders to continue enjoying basic insurance coverage at a more affordable premium rate. It also gives the policyholders an option to revive their original policies in future, when their financial situation improves.
Who is eligible**?
- Where the policy lapse date fall between 1 October 2020 and 31 March 2021, due to outstanding premium payments,
- Existing policyholders with selected participating policies or investment-linked plans that have regular premium payments, purchased from April 2015 onwards and are in Singapore dollars,
- And are facing financial hardship^
*Do note that CAS is not offered for all other plans including single premium plans, plans denominated in USD, standalone term plans and policy with trust/ assignment arrangement.
- Login to PRUaccess, on the left column, look for Online transactions and select Apply for Cover Assured Scheme (CAS).
**For more information on the eligibility criteria, application process, and other queries please refer to the FAQs available in your PRUAccess at https://pruaccess.prudential.com.sg/pruaccess_sg/login.jsp .
^Criteria for Hardship
The following hardship criteria applies to Premium Instalment Plan, Deferred Premium Payment Plan and Cover Assured Scheme.
(A) Salaried Employees who face
- Unemployment due to retrenchment/ contract termination
- Involuntary no-pay leave for a period of 3 consecutive months or more
- Reduction in monthly salary by at least 30% for a period of 3 consecutive months or more in comparison to average monthly salary in 2019
(B) Self-Employed who face
- Loss of source of income (example: closure of business)
- Reduction in monthly income by at least 30% for a period of 3 consecutive months or more in comparison to his/her average monthly income in 2019
Coverage for COVID-19 Related Hospitalisation
1. Hospitalisation Cover
On 27 March 2020, MOH made an announcement that travellers travelling overseas against existing advisories will not be eligible for hospitalisation claims should they get hospitalised for COVID-19 after returning to Singapore. As of 20 October 2020, this exclusion will be lifted.
All Singaporeans, Permanent Residents and Long-term Pass Holders, who travelled out of Singapore and are hospitalised for symptoms for COVID-19 within 14 days of their return, will receive cover on their PRUShield Plan, for COVID-19 treatment received on and after 20 Oct 2020 onwards.
For businesses, our Group Medical Plan covers medical costs related to the Coronavirus Disease 2019 (COVID-19), subject to the terms and conditions of your plan.
2. Hospitalisation Cover for Adverse Effects of COVID-19 Vaccination
Effective 13 January 2021, PRUShield and Group Hospital & Surgicial (GHS) Plans will provide coverage for policyholders who are hospitalised due to adverse effects from COVID-19 vaccinations, provided it is authorised by the Singapore Health Sciences Authority and administered on the recommendation of a registered medical practitioner duly licensed by Singapore Medical Council.
This supports the national COVID-19 vaccination strategy, including the recommendation to vaccinate all medically eligible persons residing in Singapore, although vaccination should remain voluntary.
3. Daily Hospital Cash Benefit
As part of an industry wide effort to ensure our policyholders receive additional support, policies that provide Daily Hospital Cash Benefit, will now be extended to an insured member who is diagnosed with COVID-19 and was admitted to a Community Care Facility (CCF) or Community Recovery Facility (CRF) for up to 14 days* after being transferred from a hospital.
This applies to both individual and group insurance plans with this benefit. For details on the exact coverage, please refer to the terms and conditions of your plan. For more information please refer to the announcement from the Life Insurance Association Singapore.
*The 14 days limit does not apply to PRUCare Daily Cash Benefit for those Hospitalised which pays out a cash benefit for up to 3 months of hospitalization. Terms and conditions apply.
All claims will be assessed and subjected to the policy terms and conditions.
If you have questions about your plan,
Individual customers can speak to your Financial Consultant or call our PRUCustomer Line at 1800 333 0 333 for assistance.
Corporate customers can please email us at SGP.ES.NewBusiness@prudential.com.sg or contact your agent (if any) for assistance.
4. Coverage for Telemedicine
Costs incurred when you consult a Singapore doctor via video consultation (i.e.: telemedicine) is now claimable if you are a PRUShield Policyholder who is eligible for pre- and post-hospitalisation coverage , for treatments relating toyour hospitalisation (subject to policy terms and conditions).
For corporate customers with Outpatient General Practitioner Programme, please email us at SGP.ES.NewBusiness@prudential.com.sg or contact your agent (if any) for information and assistance.
All claims will be assessed and subjected to the policy terms and conditions.
For more information please refer to the announcement from the Life Insurance Association Singapore.
5. PRUCare Package
Prudential rolled out a PRUCare PRUCare Package to support individuals and businesses who were impacted as a result of COVID-19 earlier this year. For more information please refer to this link.
Aid for Business in Hardship
(1) Premium Extension for Businesses
A care package to ensure employees of small and medium-sized enterprises (SMEs) and other corporations who are covered by its Group Insurance, continue to receive medical coverage throughout this period.
- SMEs holding an in-force Group insurance policy with Prudential Singapore, whose business has been affected by the COVID-19, can apply for premium deferment of up to 3 months
- Other non-SME businesses holding an in-force Group insurance policy with Prudential Singapore, whose business has been affected by the COVID-19, can apply for premium extension. Terms of extension will be discussed on a case by case basis.
- Valid for applications submitted between 01-Jul-2020 to 31-Dec-2020. The deferment option may be extended or shortened, depending on the severity of the COVID-19 situation.
- Please send an email to SGP.ES.BILLING@prudential.com.sg and our Enterprise Business team will get back to you.
- You can also call us at 1800 835 9733 or 65 6835 9733 if you are calling from outside Singapore.
- Acceptance of applications will be assessed on a case by case basis and Prudential reserves the right to accept/ decline the applications
To keep everyone safe, we’d like to encourage you to use our digital services for your policy servicing and payment needs.
Our online customer portal allows you to view your policies, update your details, submit a claim, change payment instructions and more. No password? No worries! You can now use your SingPass to log in
- Pulse App
Available on both AppStore and Google PlayStore, policyholders can access telemedicine services via a video consultation with a Singapore doctor through the Pulse app. The service is available 24/7 and charges apply.
- Online Forms & Services
Visit prudential.com.sg/services for information and forms if you’d like to make changes to your policies, make a claim or change your payment instructions
- Pay Online
Visit prudential.com.sg/services/payments and choose your preferred way to pay. Pay via AXS, internet banking, credit card, GIRO, iPay or telegraphic transfer.
- Contact Us
You can also contact us via our Online contact form or call our PRUCustomer Care at 1800 333 0333. Alternatively, your Financial Consultant can also assist you via a phone call or chat.
If you urgently need to visit our Customer Service Centre, it is open to customers by advance appointment only at this time.