IMPORTANT NOTICE: Our Prudential Customer Service Centre on the 1st Floor of Marina One, East Tower will be opened by appointment only, from 2 June 2020. To ensure your safety, we have put safe management measures in place. For more information on COVID-19 relief measures please click here.

IMPORTANT NOTICE: Prudential announced the roll out of PRUCare Package to provide cash benefits for those quarantined or hospitalised due to the COVID-19, as well as aid for SMEs whose businesses are affected by the disease. Find out more

LIA Critical Illnesses (CI) Framework 2019 : In accordance to LIA Critical Illness (CI) Framework 2019, Prudential Singapore’s policies purchased from 26 August 2020 will adhere to the updated list of critical illnesses definitions. For more information, speak to your Prudential Financial Consultant today.

PRUACCESS: In accordance with PDPC's Advisory Guidelines on the PDPA for NRIC and other National Identification numbers, we will no longer be using NRIC/passport numbers/FIN for login purposes from 1 Aug 2019. If you have yet to create a user ID, please click here.

Changes to the way you’ll receive your letters: From Aug-20, we'll begin sending letters such as payment and renewal notices, payout letters and more, digitally instead of via mail. Eligible customers will receive an SMS whenever there is an e-letter for you. For more info, please click here.

IMPORTANT NOTICE : As of 25 August 2020, we have updated our Privacy Notice which is available at our corporate website. Find out more here.

CORONAVIRUS DISEASE 19: AID FOR THOSE AFFECTED BY COVID-19

Standing Strong Together:
Support Measures for Our Customers

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. 

Extended Grace Period

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.

Depending on individual circumstances, we may also defer the billing of premiums for customers in hardship. Assessment will be made on a case by case basis.

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.

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.

Eligibility Conditions

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 (APL), 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

Hardship Criteria

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

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

For more information on application process and other queries, please refer to our FAQ.

Coverage for COVID-19 Related Hospitalisation

1. Hospitalisation Cover

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.

For individuals, our PRUShield Plan covers hospital admissions, and pre- and post-hospitalisation medical costs related to the COVID-19, subject to the terms and conditions of your plan. However, those who leave Singapore on and from 27 March 2020 (Friday) onwards;

  • Will no longer be offered government subsidised rates at public hospitals, if they are admitted as suspected COVID-19 patients within 14 days of returning and;
  • Will not be able to claim from MediShield Life or Integrated Shield Plans (including foreigner shield plans) for treatments relating to COVID-19, at both public and private hospitals.

For more information, please refer to the announcement from Life Insurance Association Singapore.

2. 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.

3. 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.

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.

Relief for SMEs

(extended to 31-Dec-2020)

A care package to ensure employees of small and medium-sized enterprises (SMEs) 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
    • Valid for applications submitted between 23-Jan-2020 to 30-Jun-2020. The deferment option may be extended depending on severity of the COVID-19 situation.

To apply

  1. Please send an email to SGP.ES.BILLING@prudential.com.sg and our Enterprise Business team will get back to you.
     
  2. You can also call us at 1800 835 9733 or 65 6835 9733 if you are calling from outside Singapore.
     
  3. 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.

 

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