A Message from Our CEO
Dear Customers,
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.
Dennis Tan
Chief Executive Officer
Prudential Singapore
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.
To find out the specific options available for your policy, please contact your Financial Consultant or contact us via our Online contact form or call our PRUCustomer Care at 1800 333 0333.
1. 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.
Please note: this program will not extend beyond 31 March 2021
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
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 customers on the Deferred Premium Payment plan, 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 1 October 2020 to 31 March 2021 (both dates inclusive),
- 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. 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 October 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.
To apply:
- 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 .
If policyholders have explored all options and still continue to face financial hardship (ie. Policyholders who meet the hardship criteria and are able to provide documentary proof of the loss of income), can still request for further assistance. Please contact our PRUCare team at PRUCare@prudential.com.sg or call our PRUCustomer Care at 1800 333 0 333 and we will advise you on the next step and do our best to support those in need.
^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 more information, please refer to point no, 22 on the announcement from MOH and the FAQ
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.
Have a worry-free COVID-19 vaccination with complimentary protection from side effects, if any.
Introducing PRUSafe COVIDCover, a complimentary plan which provides Daily Hospital Cash of $100 (up to max of 14 days) if you’re hospitalised within 7 days of the COVID-19 vaccination. The plan is available for all Singapore Residents aged 18 years old and above. To sign up, simply download and logon to our Pulse by Prudential app and click on PRUShoppe to apply.
T&Cs apply. Protected up to specified limits by SDIC.
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,
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Individual customers can speak to your Financial Consultant or call our PRUCustomer Line at 1800 333 0 333 for assistance.
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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.
Support Measures That Have Ended
1. 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.
2. Extended Grace Period
Together with members of the Life Insurance Association, Prudential offered to extend the grace period for premiums due between 1 April 2020 to 30 September 2020 (both dates inclusive) 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.
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.
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.
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.
Who’s eligible?
- 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.
To apply
- 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
Our Services
To keep everyone safe, we’d like to encourage you to use our digital services for your policy servicing and payment needs.
- PRUAccess
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.
PRUCARE PACKAGE
Who is eligible for the PRUCare package?
S$500 One-time Cash Benefit for those Quarantined
- Individuals and employees of Prudential’s corporate and SME customers holding an in-force insurance policy with Prudential Singapore, residing in Singapore with a valid NRIC/FIN
- The family members of the above individuals, ie: their parents, spouse and child(ren), who are residing in Singapore with a valid NRIC/FIN
- Cash benefit will be paid out for Quarantine Orders (QO) related to COVID-19 and officially issued under the Infectious Diseases Act, in Singapore, between 23-Jan-2020 to 30-Jun-2020
S$200 Daily Cash Benefit for those Hospitalised (up to 3 months, total of 90 days)
- Individuals and employees of Prudential’s corporate and SME customers holding an in-force insurance policy with Prudential Singapore, residing in Singapore with a valid NRIC/FIN
- The family members of the above individuals, ie: their parents, spouse and child(ren) who are residing in Singapore with a valid NRIC/FIN
- The daily hospitalisation cash benefit is payable for those diagnosed with COVID-19 and hospitalised between 23-Jan-2020 to 30-Jun-2020
Which immediate family members are eligible for the benefits?
Immediate family includes the policy owner’s spouse, parents and children who are Singapore residents with a valid NRIC/FIN.
I’m a new Prudential customer. Does the cash benefit apply to me?
Yes it does, as long as at the time of quarantine or hospital admission for COVID-19, you already have an in-force policy with Prudential and meet the eligibility criteria.
What is the definition of Quarantine?
The Quarantine Order is a directive issued in Singapore to individuals under the Infectious Diseases Act and thus has legal force with severe penalties for non-compliance. For more information, please click on this link - https://www.moh.gov.sg/covid-19/faqs.
Leave of Absence (LOA) and Stay Home Notice (SHN) are not considered quarantine.
Is the Quarantine only applicable for Singapore?
Yes , the Quarantine is only applicable to Quarantine Orders issued by the Ministry of Health for Singapore.
I have been issued with quarantine orders but not diagnosed with the virus, am I still entitled to the $500?
Yes, only if:
- The Quarantine Order was officially issued by MOH
- The quarantine is in Singapore
- the quarantine happens within coverage period (23 Jan 2020 – 30 June 2020).
What if I am quarantined more than once? Can I claim multiple times if I have the Quarantine Order from MOH for each instance
The cash benefit for a Quarantine Order will only be awarded once per individual.
My parents were quarantined, but I was not quarantined. Can I still claim for my parents?
Yes, so long as the eligibility criteria are met.
- The Quarantine Order was officially issued by MOH
- The quarantine is in Singapore
- The quarantine happens within coverage period (23 Jan 2020 – 30 June 2020).
Do I need to complete the quarantine/hospitalisation period before submitting the claim form?
For Hospitalisation: You will have to complete the hospitalisation period before submitting the claim form.
Will I be able to claim for each family member if more than 2 immediate family members are quarantined/hospitalised due to COVID-19?
Yes. Each immediate family is covered under the benefit and will be payable to policy holder.
Immediate family includes the policy owner’s spouse, parents and children who are Singapore residents with a valid NRIC/FIN.
Is the hospitalisation benefit only applicable for Singapore/private/restructured hospitals?
Yes, it applies to any individual customer and their immediate family members who are diagnosed with COVID-19 and hospitalised in any Singapore hospital (restructured or private).
What if I was quarantined/hospitalised prior to the announcement of the PRUCare Package – can I still make a claim?
Yes, if the quarantine or hospitalisation happened during the coverage period of 23-Jan-2020 to 30-Jun-2020 and meets the eligibility criteria.
How do I make a claim for the cash benefit?
- Simply download and complete the PRUCare Benefit form and email it to prucare@prudential.com.sg. Our PRUCare team will get back to you.
- If you have questions, please call our PruCustomer Line at 1800 333 0 333 or 65 6333 0333 if you are calling from outside Singapore.
If I have multiple life policies, can I claim from each of them?
You will only be able to claim once, regardless of the number of policies you have with us as benefits are awarded on individual basis.
How do I check the status of my claim?
You may write to prucare@prudential.com.sg
How is the benefit payable?
If you have bank account details on record with us, we will debit the cash benefit into your account.
Otherwise, we will send you a cheque to the address you have provided us.
The benefit claimed for both policy holders and/or immediate family members will only be payable to the policy holder.
How quickly will the PRUCare cash benefit be paid to me?
If you have bank account details on record with us, we will debit the cash benefit into your account. This should take about a week.
Otherwise, we will send you a cheque to the address you have provided us. Please allow for about 2 weeks for the cheque to be mailed to you.
SME RELIEF PACKAGE
What is the definition of an SME?
SMEs are defined as companies with an annual turnover of up to S$100 million and headcount of between three and 200 employees.
Are SME customers automatically enrolled for the 3-month deferment?
No, customers must request for deferment by sending an email to SGP.ES.BILLING@prudential.com.sg.
Are the benefits applicable to new or existing customers?
For SMEs, we are extending the deferment option only to renewal customers.
How do I apply for deferment of payment?
Please send an email to SGP.ES.BILLING@prudential.com.sg. Our Enterprise Business team will get back to you.
You can also call our Enterprise Business Line at 1800 835 9733 or 65 6835 9733 if you are calling from outside Singapore.