As of 19th July 2021, we have updated our Privacy Notice which is available at our corporate website - https://www.prudential.com.sg/privacy-notice.

IMPORTANT NOTICE: From 1 June 2021, our Customer Service Centre at Marina One no longer accepts cash payments and is available for walk-in by appointment only. You can also chat with us over a video call by booking a slot. To make payments, please visit https://ipay.prudential.com.sg/.

New LIA Guidelines :Our Singapore-dollar (SGD) denominated Participating policies from 1 July 2021 will show updated illustrated investment rates of return, in accordance with the changes in LIA Guidelines on Policy Illustrations 2021. This change does not affect existing customers with policies submitted before 1 July 2021. For more information, please click here.

IMPORTANT NOTICE: Our Customer Service Centre at Marina One, is currently available by appointment only. Starting 1 Jun 2021, we will no longer accept cash payments. Enrol for payments via DBS/POSB GIRO or Credit Card at https://ipay.prudential.com.sg. For more payment options, click click here.

IMPORTANT NOTICE : For more information on COVID-19 related reliefs please click here.

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.

Our Claims Promise

 

Our Claims Promise

A Prudential policy protects you and your family during life’s difficult moments. We strive to pay your claim as quickly as possible and with compassion and care. We make it simple and easy, and only ask for necessary information.

How We Deliver

Our Approach

Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal and friendly manner.

When you make a claim

We assess and pay each genuine claim promptly. We only ask for relevant information and give you updates on your claims progress when you need them. We explain our decisions simply and clearly.

Our Commitments

 

Timeliness

Depending on the type of claim, on average, we take between 5 to 15 working days* to complete the following processes

  1. Acknowledgment receipt of your claim for manual submissions. Claims submitted digitally will receive an instant acknowledgement.

  2. Inform you if we need additional documents.

  3. Inform you of the claim decision, after receiving all required documents.

*Note: The above service standards are also applicable for appeals and review requests. Service standards may differ from case to case depending on the complexity of each claim. Around 75% of Integrated Shield Plan (IP) hospitalisation claims are processed within 1 working day.

Communication with Care

We will let you know when we receive your claim, require additional documents and when the outcome of your claim is available. Our staff and agent are professionally trained to guide you whenever you need help.

Customer Experience

Your feedback is important to help us serve you better. If you have a complaint, we will deal with it seriously.

Fairness

We understand your claim is important to you. We treat every customer fairly. We ensure our claims process is clear, transparent, and without customer bias.

Privacy

We take your privacy seriously and will protect it at all times.