PRUPanel Connect

With the rising cost of healthcare in Singapore, we at Prudential want to continually ensure that you have access to quality healthcare and services.

PRUPanel Connect provides eligible customers with a suite of value-added services when they visit participating specialists at our panel hospitals.

The value-added services are exclusively for all PRUExtra Premier, PRUExtra Premier CoPay and PRUExtra Preferred CoPay customers, including foreigners.

To qualify for a complimentary taxi voucher or a hospital parking coupon:

• You must be admitted for day surgery or as an inpatient under a doctor who is part of our participating panel specialist
• This benefit does not apply for admission for pregnancy delivery.

Also, do note that cashless services are only applicable to foreigners if they apply for a pre-authorisation through the Business Office of PPC hospital/day surgery centre admissions office.

All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.

You can check this on our website at www.prudential.com.sg/ppc-validate or by logging in to PRUaccess.

On our website, simply key in the last 4 characters of your NRIC number, gender and date of birth. To log into PRUaccess, simply download the SingPass Mobile app or key in your PRUaccess user ID and password.

Hassle-Free Appointment booking service

Call our PRUCustomer Line at 1800 3330333 or submit your request online to book your first appointment with our partner hospitals. Our team will liaise with the respective hospitals for you to ensure that you get an appointment as early as possible.

PRUConcierge Service

Visit our PRUConcierge located at Raffles Hospital and Mt Alvernia Hospital for PRUPanel Connect value-added services and assistance on any PRUShield related enquiries.

Get a ride home

If your doctor is a participating PRUPanel Connect specialist and you are admitted for day surgery or as an inpatient at our private panel hospitals, visit our concierge located in the hospital during office hours to receive a complimentary taxi voucher or a hospital parking coupon. For admission for day surgery at our private day surgery centres, Prudential will SMS the taxi voucher code to you.

Enhanced Letter of Guarantee (LOG)

Enjoy higher LOG amount, allowing you to receive cashless* service of up to S$30,000 at Raffles Hospital and Mount Alvernia Hospital. Should you undergo a day surgery at our partnered private day surgery centres, you may also enjoy a LOG of up to S$15,000.

To enjoy this service, you will have to seek treatment from participating specialists under the PRUPanel Connect programme.

Pre-Authorisation Letter

If you are not eligible for LOG, you may still apply for Pre-Authorisation to pre-assess the claim at the Hospital Business Office under the PRUPanel Connect Programme. Upon approval, you can receive cashless* services for treatment at our participating PPC Partner Hospitals/Day Surgery Centres . *Terms & Conditions apply https://www.prudential.com.sg/ppc-tnc

All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.

The concierge hours are:

Monday to Friday
9am to 5.30pm

*Closed on Saturdays, Sundays and Public holidays.

Mount Alvernia Hospital: Level 1, Patient Liaison Centre
Raffles Hospital: Hospital Wing - Level 8, Room 828

Our current PRUPanel Connect medical institutions* include:

Private Hospitals

• Mount Alvernia Hospital
• Raffles Hospital

Private Day Surgery Centres

• HC Surgical Specialists Ltd
• StarMed Specialist Centre
• Aptus Surgery Centre
• Novaptus Surgery Centre
• Luma Women’s Imaging Centre/ Medical Centre
• Orchard Surgery Centre
• Novena Surgery

Restructured Hospitals

• KK Women’s and Children’s Hospital
• National Cancer Centre Singapore
• National Heart Centre Singapore
• National Neuroscience Institute
• National University Hospital
• Singapore General Hospital
• Singapore National Eye Centre
• Sengkang General Hospital
• Tan Tock Seng Hospital
• Ng Teng Fong General Hospital
• Changi General Hospital

*List of medical institutions is subject to change

The full list of our PRUPanel Connect medical institutions and participating specialists are available here https://www.prudential.com.sg/ppc-specialists

To be a part of PRUPanel Connect programme, participating specialists must either be employed by a PPC partner hospital or run a clinical practice at a PPC partner hospital/day surgery centre and the treatment for eligible policyholders has to be provided by participating specialists at partner hospitals/day surgery centres

We are unable to facilitate this process at the moment.

You may call our PRUCustomer Line at 1800-333 0333 (+65 63330333 - if calling from overseas) Mondays to Fridays, 8.30am to 5.30pm, excluding public holidays.

Yes, you may call our PRUCustomer Line at 1800-3330333 (+65 63330333 - if calling from overseas) to change your appointment from 8.30am to 5.30pm, subject to availability.

PRUPanel Connect can assist with appointment booking only if the selected specialist is a part of the panel at the following hospitals:

Private Hospitals

• Mount Alvernia Hospital
• Raffles Hospital

Private Day Surgery Centres*

• HC Surgical Specialists Ltd
• StarMed Specialist Centre
• Aptus Surgery Centre
• Novaptus Surgery Centre
• Luma Women’s Imaging Centre/ Medical Centre
• Orchard Surgery Centre
• Novena Surgery

Restructured Hospitals

• KK Women’s and Children’s Hospital
• Singapore General Hospital
• National Cancer Centre Singapore
• National Heart Centre Singapore
• National Neuroscience Institute
• National University Hospital
• Singapore General Hospital
• Singapore National Eye Centre
• Sengkang General Hospital
• Tan Tock Seng Hospital
• Ng Teng Fong General Hospital
• Changi General Hospital

List of medical institutions are subject to change. The full list of our PRUPanel Connect medical institutions and participating specialists are available here https://www.prudential.com.sg/ppc-specialists

*All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.

If you are a PRUExtra Premier, PRUExtra Premier CoPay or PRUExtra Preferred CoPay policyholder, you will hear an additional option to select for appointment booking after entering the one-time password (OTP). If you have chosen English, press “4” to book an appointment with our Customer Service Officer. If you have chosen Mandarin, press “1”.

Once you have decided on the health screening package you would like to purchase, click on the ‘Request Health Screening Appointment’ button. This will bring you to the PRUPanel Connect eligibility check page where you will be required to key in the:

• last 4 characters of your NRIC
• date of birth
• gender

Once your PRUPanel Connect eCard is displayed, simply select ‘Health Screening’. A pop up disclaimer will inform you that you are exiting Prudential’s corporate website. You will subsequently be redirected to MyDoc website.

If you are unable to make it for your scheduled appointment, you may change your appointment by emailing MyDoc at support@my-doc.com. The request must be made 3 working days before your date of appointment.

For identification, please show your NRIC, passport or employment/dependent pass. You will also be required to present your PRUPanel Connect eCard which you may download here

An Invoice will be sent to your email address (same email id as used for appointment booking) within 1-2 working days, from the date of registration. Full Payment is required to be made via Credit Card, PayNow or Bank Transfer to MyDoc 5 working days prior to the date of health screening or vaccination appointment. You will receive an email confirmation of your appointment upon receipt of your payment.

No refund is allowed in case of cancellation of appointment after payment is made to MyDoc or in case of a “No Show” on the date/time of appointment.

If you wish to change your health screening centre, you may write in to MyDoc at support@my-doc.com. The request must be made 3 working days before your date of appointment.

You are eligible for a health screening results review with a certified General Practitioner. You can avail this teleconsultation service by downloading the Pulse by Prudential mobile app. The health screening review is included in all our health screening packages. You will be required to enter payment details at the time of downloading the Pulse by Prudential mobile app, however, no charges will be levied to your credit card. Click here to download the Pulse app.

Health screening services are provided by MyDoc via online registration & prior appointment booking only.

Please note that no food and drinks (except plain water) is allowed 12 hours before your health screening appointment. For patients that are on medication, you may continue to take it with sips of water. Do bring along your identity card and PRUPanel Connect eCard for verification purpose. If you are on any medication, please inform the phlebotomist prior to the blood sample being obtained.

In case you are feeling unwell on the date of your health screening appointment, we advise you not to proceed with your health screening since this might affect the results. Kindly reschedule your appointment with us by writing to support@my-doc.com.

The screening timings and hours for health screening services vary from centre to centre. For the updated operating hours, please refer to the selected diagnostic centre timings during the process of registration for an appointment.

1. Acumed Raffles
24 Raffles Place, Clifford Centre
#02-05
Singapore 048621

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat, Sun and Public Holidays: Closed

2. Acumed Bedok
Blk 214 Bedok North Street 1
#01-165
Singapore 460214

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat: Not Available
Sun and Public Holidays: Closed

3. Acumed Woodlands
Blk 111 Woodlands Street 13
#01-78
Singapore 730111

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat: Not Available
Sun and Public Holidays: Closed

4. Acumed Sengkang
Blk 215C Compassvale Drive
#01-02
Singapore 543215

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat and Sun: Not Available
Public Holidays: Closed

5. Acumed Boon Lay
301 Boon Lay Way (Boon Lay MRT)
#01-18/19
Singapore 649846

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat and Sun: Not Available
Public Holidays: Closed

6. Acumed Teban Gardens
Blk 38 Teban Gardens Road
#01-318/319
Singapore 600038

Screening Timings:
Mon – Fri: 0900h – 1000h
Sat and Sun: Not Available
Public Holidays: Closed

7. ROYAL SQUARE at NOVENA
Level 07-02
101 Irrawaddy Road
Singapore 329565

Screening Timings:
Mon – Sat: 0830h – 1200h
Sun and Public Holidays: Closed

8. GainHealth Clinic and Homecare
531 Ang Mo Kio Avenue 10
#01-2447, Cheng San Centre
Singapore 560531

Screening Timings:
Mon – Sat: 0900h – 1200h
Sun and Public Holidays: Closed

9. MyHealth Medical Centre
Blk 501 West Coast Drive
#01-256
Singapore 120501

Screening Timings:
Mon – Sat: 0900h – 1200h
Sun: Not Available
Public Holidays: Closed

Diagnostic Imaging Centres

1. RadLink Novena Diagnostic Imaging Centre @ Royal Square
101 Irrawaddy Road
Medical Suites, Royal Square
#10-01 to #10-05
Singapore 329565

Opening Timings:
Mon - Fri: 0830h – 0530h
Sat: 0830h – 1230h
Sun and Public Holidays: Closed

2. Drs Lim Hoe and Wong (Jurong)
1 Jurong West Central 2
Jurong Point Shopping Centre
#B1A-19C
Singapore 648886

Opening Timings:
Mon - Fri: 0830h – 0500h
Sat: 0830h – 0100h
0100h – 0200h, Sun and Public Holidays: Closed

3. Ang Mo Kio X-Ray Clinic & Laboratory
Blk 422, Ang Mo Kio Ave 3
#01-2516
Singapore 560422

Opening Timings:
Mon - Fri: 0830h – 0500h
Sat: 0830h – 0100h
Sun: 0900h – 0100h
0100h – 0200h, Sun and Public Holidays: Closed

4. Tampines Street 11 X-Ray Clinic
Blk 138 Tampines Street 11
#01-130
Singapore 521138

Opening Timings:
Mon - Fri: 0830h – 0500h
Sat: 0830h – 0100h
0100h – 0200h, Sun and Public Holidays: Closed

Home Vaccination
Vaccination Timings:
Mon – Sat: 0900h – 2100h
(Last registration timing 2000h and surcharge of $10 applicable after 6pm. No Surcharge applicable on Sat.)
Sun and Public Holidays service is not available

A PRUPanel Connect eCard is a digital card which identifies you as a PRUPanel Connect customer at PRUPanel Connect private hospitals. It allows you to enjoy PRUPanel Connect benefits. You can access your eCard by checking your eligibility on our website or by logging in to PRUaccess and download it in a PDF format. Present your PRUPanel Connect eCard together with your identity card at our participating PPC partner private hospitals and day surgery centres to enjoy benefits, value-added services.

You may view the PRUPanel Connect eCard through our website or PRUaccess:

Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.

Website

Go to www.prudential.com.sg/ppc-validate and enter Policyholder’s:

1) Last 4 characters of NRIC
2) Enter Gender
3) Enter Date of Birth

If you have more than 1 eligible policy, select the life assured from the dropdown menu.

Click on “Download eCard” to download a PDF version of the eCard.

PRUaccess

Go to www.prudential.com.sg/pruaccess using either of the following options: 

1) Login by entering Policyholder’s UserID, PIN and OTP.
2) Download Singpass mobile app and scan QR code.

Select ‘Download PRUPanel Connect eCard’ on the left navigation menu

It is not compulsory to download the eCard as it is available 24/7 through our PRUPanel Connect website https://www.prudential.com.sg/ppc-validate or simply by logging in to PRUaccess.
Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.

The PRUPanel Connect eCard allows our participating private panel specialist to identify you as a PRUPanel Connect customer so that you can enjoy discounts and value-added services. At the time when you download the card, real time information shown on the card will also let you know when your policy is valid until and the type of PRUExtra rider that you have.

Extended Panel (EP) is an initiative by the Multilateral Healthcare Insurance Committee (MHIC), which is appointed by the Ministry of Health (MOH), to allow integrated Shield Plan (IP) insurers to recognise each other’s panel doctors mutually. Under the EP, you may enjoy selected panel benefits when seeking pre-authorised treatments from specialists that are not on our panel, as long as they are on other Integrated Shield Plan insurers’ panels, follow our fee schedule, and meets our pre-authorisation terms and conditions. This provides policyholders a wider choice of doctors and supports better continuity of care for patients.

Extended Panel (EP) will be launched to customers with a PRUExtra plan on 7 June 2022.

Extended Panel (EP) is currently available for customers who have the following PRUExtra riders:

• PRUExtra Premier
• PRUExtra Premier CoPay
• PRUExtra Preferred CoPay
• PRUExtra Plus CoPay
• PRUExtra Premier Lite CoPay
• PRUExtra Plus Lite CoPay

A specialist qualifies as an Extended Panel (EP) specialist if he or she meets all of the following conditions:

• is on the main panel of another IP insurer
• has obtained pre-authorisation approval from us,
• follows our fee schedule, and
• meets pre-authorisation terms and conditions

The Extended Panel (EP) initiative gives Prudential’s customers even more options to seek treatment from specialists they prefer, even if the chosen specialists are not on Prudential’s panel, as long as the chosen specialists are on the main panel of another Integrated Shield Plan (IP) insurer.

When you choose to seek a pre-authorised treatment with an EP specialist, you can continue to enjoy selected panel benefits that comes with your plan. The benefits will differ based on the plan you have and whether the EP specialist provides the treatment at our Partner Healthcare Institution (Hospital or treatment centre) or not.

Benefits for PRUExtra Premier, PRUExtra Premier CoPay and PRUExtra Preferred CoPay Customers when using an EP

Here is a comparison of the benefits you enjoy when your EP specialist provides treatment at our PRUPanel Connect (PPC) Partner Healthcare Institution vs non-PRUPanel Connect (PPC) Partner Healthcare Institution.

For a list of PRUPanel Connect (PPC) Partner Healthcare Institution, visit https://www.prudential.com.sg/ppc

Important Note: If you choose to seek treatment from a specialist who is not on Prudential’s Panel and also not an EP specialist, or if the specialist has not obtained the pre-authorisation before an admission/day surgery, you will not be able to enjoy the benefits listed above. For PRUExtra Preferred CoPay, the above benefits are not applicable for Private Hospitals and medical institutions under “No Access”.

Benefits for PRUExtra Plus CoPay, PRUExtra Premier Lite CoPay and PRUExtra Plus Lite CoPay Customers when using an EP

Here is a comparison of the benefits you enjoy when your EP specialist provides treatment at our PRUPanel Connect (PPC) Partner Healthcare Institution vs non-PRUPanel Connect (PPC) Partner Healthcare Institution.

For a list of PRUPanel Connect (PPC) Partner Healthcare Institution, visit https://www.prudential.com.sg/ppc

Important Note: If you choose to seek treatment from a specialist who is not on Prudential’s Panel and also not an EP specialist, or if the specialist has not obtained the pre-authorisation before an admission/day surgery, you will not be able to enjoy the benefits listed above.

Prudential does not require specialists to submit an application to be a part of our Extended Panel. As long as the specialist meets all the conditions of an EP specialist, he or she is deemed as an EP specialist.

EP Specialists may treat Prudential policyholders at any PPC or non-PPC Healthcare Institution. However, do note that benefits when using an Extended Panel may vary for PPC and non-PPC Healthcare Institutions. Please refer to the benefits of being treated by an EP specialist for a comparison..

Once you have selected your specialist, inform the clinic staff that you need their assistance to submit a pre-authorisation request to Prudential. Selected panel benefits are only available if the EP specialist has obtained pre-authorisation approval from Prudential, meets the terms and conditions and follows our fee schedule as laid down in the pre-authorisation certificate.

The specialist will need to submit 2 forms to Prudential for pre-authorisation purposes, namely the pre-authorisation form and the patient consent form, which are available at https://www.prudential.com.sg/ppc on 7 June 2022.

To be eligible for panel benefits when using an EP, it is mandatory to seek treatment from a specialist that meets the conditions.

Step 1: Specialist to book a date with the Healthcare Institution for the treatment

Step 2: Submit a pre-authorisation request to pre.auth@prudential.com.sg.

Step 3: Prudential processes the pre-authorisation request. In case approval is granted, EP Specialist must meet the terms and conditions, including specialists fees, as stated in the pre-authorisation certificate.

Step 4: E-File claim directly through Healthcare Institution as per terms on the basis of which the pre-authorisation certificate was granted

If all the above criteria are met and the claim is approved, the claim would be granted panel benefits when using an Extended Panel.

We will require between 1- 3 working days from the date we receive the completed pre-authorisation form and supporting documents. In the event further clarification is required, we may take longer to review the request.

We will issue the certificate of pre-authorisation stating the amount approved for the specific medical diagnosis, treatment date and procedures to the applicant.

Generally, we decline pre-authorisation requests due to policy exclusions, outstanding premiums or inadequate medical information necessary for assessing the pre-authorisation request.

The hospital has absolute discretion in determining whether a deposit is still required, even with the approved certificate of pre-authorisation.

If you are switching from a non-EP specialist to an EP specialist (within the same Policy Year) and have claimed from PRUShield prior to the switch to an EP specialist, you will be eligible for the stop-loss benefit but not eligible for 1 level limit increase under the Claims-based pricing approach.

Yes, all admissions will have to be at a PRUPanel Connect Partner Healthcare Institution in order for you to enjoy the 1 level limit increase due to claims-based pricing.

EP benefits are applicable only for inpatient hospitalisation, day surgery claims, and pre- and post-hospitalisation claims where the main inpatient or day surgery claim has been approved as an EP case. EP benefits do not apply to outpatient treatments.

We are launching the EP programme on 7 June 2022. Admission before 7 June 2022 with an EP will not be eligible for any panel benefits.

Integrated Shield Plan (IP) insurers may adopt different approaches to rolling out EP. Some have chosen to provide EP to customers only after the next policy renewal while others have chosen to roll out the benefits to all customers on a fixed date.

No, panel benefits will only be granted when your treatment at an EP is pre-authorised, follow our fee schedules and meet pre-authorisation terms and conditions at the point of claim. Please note that a specialist may opt not to activate EP, depending on the case.

If an EP specialist provides treatment at a Non-panel Healthcare Institution, your maximum co-payment is capped at $3,000 per Policy Year.

If an EP specialist provides treatment at a “No Access” Healthcare Institution, the claim will not be admissible under PRUExtra Preferred CoPay. However, the claim under PRUShield Premier will be considered but without panel benefits that come with the use of an EP.

For more information on Non-panel providers and “No Access”, please visit https://www.prudential.com.sg/products/health-insurance/medical/prushield

The operating hours are:
Monday to Friday
9 am to 5.30 pm.

We are closed on Saturdays, Sundays and Public holidays.