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: With tighter measures announced for the Circuit Breaker period, our Prudential Customer Service Centre at Marina One, East Tower will be closed from 20-Apr to 1-Jun. We remain available to assist you. You can request for a call back here, or call 1800 333 0333 or your Financial Consultant for assistance.

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

COVID-19 (CORONAVIRUS DISEASE 2019) Update: Our PRUPanel Connect Concierge services in Raffles Hospital and Mount Alvernia Hospital have also been temporarily suspended until further notice.

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.

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.

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 Covid19 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 COVID19, 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 their 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 (ie: telemedicine) is now claimable for the following groups of customers

  • PRUShield Policyholders who are eligible for pre- and post-hospitalisation coverage can claim for telemedicine costs, for treatments relating to their hospitalisation (subject to policy terms and conditions).

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 has rolled out a 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.

(1) S$500 One-time Cash Benefit for those Quarantined

  • Who’s eligible?

    • Individuals holding an in-force insurance policy with Prudential Singapore, and their family members, ie: their parents, spouse and child(ren) who are residing in Singapore

    • Individuals covered under your Group Medical or Group Term Life plans, and their family members, ie: their parents, spouse and child(ren) who are residing in Singapore

    • Cash benefit will be paid out for Quarantine Orders (QO) related to COVID-19 and officially issued under the Infectious Diseases Act, in Singapore, from 23-Jan-2020 to 30-Jun-2020 (both dates inclusive).

    • This benefit will not apply in the following circumstances:
      • Individuals who travelled out of Singapore on and from 27-Mar-2020 (inclusive) onwards; and/or
      • Individuals who fail to adhere to travel advisories released by relevant government authorities

(2) S$200 Daily Cash Benefit for those Hospitalised (up to 3 months)

  • Who’s eligible?

    • Individuals holding an in-force insurance policy with Prudential Singapore, and their family members, ie: their parents, spouse and child(ren) who are residing in Singapore

    • Individuals covered under your Group Medical or Group Term Life plans, and their family members, ie: their parents, spouse and child(ren) who are residing in Singapore

    • The daily hospitalisation cash benefit is payable for those diagnosed with COVID-19 and hospitalised from 23-Jan-2020 to 30-Jun-2020 (both dates inclusive).

    • This benefit will not apply in the following circumstances:
      • Individuals who travelled out of Singapore on and from 27-Mar-2020 (inclusive) onwards; and/or
      • Individuals who fail to adhere to travel advisories released by relevant government authorities

How to make a claim for (1) and (2)

  • 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 for individual customers, and 1800 835 9733 for corporate customers

(3) Relief for SMEs

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.

How to make a claim for SME Relief

  • Please send an email to prucare@prudential.com.sg. Our PRUCare team will get back to you.

  • You can also all our PruCustomer Line at 1800 835 9733 or 65 6835 9733 if you are calling from outside Singapore.

Things you should know about the PRUCare Package

  1. One-Time Cash benefit of $500 is only applicable for Individual Customers (Prudential Policy Holders), Prudential Employees, employees of our Group Insurance Customers, Financial Consultants, and their immediate family members who have been served with a Quarantine Order.

    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.

  2. An immediate Family Member includes the customer’s spouse, parents and children who are residing in Singapore and have a valid NRIC/FIN.

  3. Hospitalisation Allowance benefit of $200 per day is only applicable for Individual Customers (Prudential Policy Holders), Prudential Employees, employees of our Group Insurance Customers, Financial Consultants, and their immediate family members who have been hospitalised for COVID-19. This is valid for a period of up to 3 months.

  4. Both these benefits (One-Time Cash benefit and Hospitalisation Allowance Benefit) can be claimed only once per person.

  5. Hospitalisation only includes admission to Singapore hospitals.

  6. Supporting documents must be submitted along with the form, without which we will be unable to process your cash benefit.

Please refer to detailed terms and conditions here

Sources:

1Customers and their immediate family members who are Singapore residents. Immediate family members refer to the customer’s spouse, parents and children

2A Quarantine Order (QO) is a directive issued to individuals under the Infectious Diseases Act and thus has legal force with severe penalties for non-compliance. For more information, pls click on this link - https://www.moh.gov.sg/covid-19/faqs

Aid for Customers in Hardship

To support customers who are financially impacted by the COVID-19 situation, all 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 afford their premiums will continue to receive coverage from their plans. 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.

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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