Customer Service FAQs

Policyholders:

Step 1: At the PRUServices login page, click "Forgot Password?"
Step 2: Enter your email address
Step 3: Enter the one-time password (OTP) sent to your registered email
Step 4: Proceed to reset your password and log in using your User ID and new password

Corporate Policyholders:

Step 1: At the PRUServices login page, click "Forgot Password?"
Step 2: Enter your client number and policy number
Step 3: Enter the one-time password (OTP) sent to your registered email
Step 4: Proceed to reset your password and login using your client number and new password

Online:
Step 1: Login via PRUServices
Step 2: Click on the profile icon on the top right corner and select "Profile"
Step 3: Select "Profile and Contact" on the left
Step 4: You may manually update your contact numbers & address or retrieve the information from MyInfo

Hardcopy:
For Local (Singapore), please mail the completed form back to us, using the business reply envelope. Alternatively, you may submit the form at our Prudential Customer Service Centre.

If you are Overseas, please mail the completed form to:
Prudential Assurance Company Singapore (Pte) Limited
Privy Box No. 920427
Singapore 929292

Existing PRUaccess user who uses email to login:
Please use the same email to login to PRUServices.

Existing PRUaccess user who uses non-email to login:
Please create an account on PRUServices.

For new user who does not have a PRUaccess account:
Please create an account on PRUServices.

If this is the first time you are setting a login ID, please use an email address which:
1. Has not used by a different policyholder on PRUaccess; and
2. Not used by a different policyholder on PRUServices.

If you have not registered with PRUServices, forgotten your login ID or password, please click here.

Common reasons for unsuccessful PRUServices login:

• Internet connection is down
• Password entered incorrectly
• Password is not set according to correct requirement. It must:
  
  • Have 8-16 characters
  • Includes at least 1 number
  • Includes both uppercase and lowercase letters
  • Includes at least 1 special character from .!@#$%^&*

If you did not receive your OTP within 2 minutes, select “Click here to request for a new OTP.”. Please note that there may be a delay in receiving the OTP if internet connection is unstable.

Other common reasons:

• Emails being redirected to spam/junk mailbox
• Corporate email security settings
• Inbox storage full

As we progressively rollout new features to PRUServices, you may be redirected to PRUaccess for certain transactions. When you are redirected, you will not need to sign-in again.

Due to cross-border regulatory risks, the following locations have restricted access to PRUServices:

• Australia
• France
• Spain
• Canada
• Hong Kong
• United Kingdom
• United States of America
• Cuba
• Iran
• North Korea
• Syria
• Russia
• Ukraine
• Regions: Crimea, Donetsk, Luhansk, Kherson, Zaporizhzhia

The location list will be updated from time to time according to regulatory risks.

You can also update your contact details by completing this form and mail it to us or by visiting our Customer Service Centre. You can update the following details:

• Mailing address
• Residential address
• Contact number (home, office)
• Email address

For other personal particulars, please complete this form and mail it to us or by visiting our Customer Service Centre. You can update the following details:

• Change of signature
• Update of name / citizenship / permanent residency status / passport number

• Log in to your PRUServices account
• Navigate to top menu bar and click on "Payment"
• Select “Change payment frequency”
• Select a new payment frequency. If advance premium is needed, follow the steps accordingly
• Click on "Continue" complete your transaction

All changes will take effect on your next policy anniversary date.

1. iPay

• Log in to iPay with your NRIC and Date of Birth
• Select Credit Card Enrolment
• Select your desired Policy Number(s)
• Click “Next”
• Click to agree and acknowledge the important notes and terms and conditions, then click “Next”
• iPay will redirect you to the credit card payment page. Please proceed to enter your billing information and credit card details
• Click “Submit”
• Authorise the transaction to complete the enrolment

2. PRUServices

• Login to your PRUServices account
• From the top navigation bar, click on "Payments"
• Select “Enrol recurring payment”
• The iPay portal will launch in a new tab
• Follow the steps outlined in section 1 "iPay" to complete your transaction

1. iPay

• Log in to iPay with your NRIC and Date of Birth
• Select Giro Enrolment (applicable to participating eGIRO bank accounts^*)
• Select your desired Policy Number(s)
• Click “Next”
• Click to agree and acknowledge the important notes and terms and conditions, then click “Next”
• Select the bank that you wish to use for enrolment. iPay will redirect you to the i-banking website. Please proceed to log in with your banking User ID and password
• Enter the OTP or login authentication pop-out notification sent from your bank to complete the transaction

The GIRO instruction will be activated within 1 working day.

^*DBS/POSB, Bank of China, Citibank, HSBC, ICBC, Maribank, Maybank, OCBC, Standard Chartered Bank and UOB

2. PRUServices

• Login to your PRUServices account
• From the top navigation bar, click on "Payments"
• Select “Enrol recurring payment”
• The iPay portal will launch in a new tab
• Follow the steps outlined in section 1 "iPay" to complete your transaction

The GIRO instruction will be activated within 1 working day.

3. DBS/POSB iBanking website

• Login to your DBS iBanking account
• Add a new GIRO arrangement
• Select Prudential Assurance as the billing organisation
• Input the Policy Number as the billing reference number

The GIRO instruction will be activated within 5 working days.

Please check with your bank or credit card issuing company on this matter.

The APL is a provision in your regular premium participating policy that will be automatically activated in the event when the premium due is not received within 30 days from the premium due date (“grace period”). The surrender value (if available) for your policy will be applied to pay the outstanding premiums. The surrender value used becomes a loan on your policy.

An interest is chargeable on the outstanding APL amount starting from the date of the loan. On each anniversary of the premium due date of your policy, we add the previous year's interest to the loan amount and charge interest on the total until the APL is fully repaid.

Presently, the APL interest rate of 5.75% per annum. We reserve the right to vary the interest rate and will notify you 3 months before the change.

The loan amount and interest will remain as outstanding amounts owing to us. You can repay the loan at any time, but we will deduct the loan amount and interest owning to us from any payment we make under your policy. If the total amount owing to us under your policy exceeds the surrender value, your policy terminates immediately.

The advantage of the APL provision is that your policy will remain in-force and you will remain covered for all benefits of the policy as long as there is sufficient surrender value.

The minimum amount for each repayment is $100. Loan repayments using credit card is not allowed.

Please visit our How to Pay webpage for the guide on how you can repay the loan(s) using the various payment options available.

To add a supplementary benefit, you will need to speak with your Financial Representative. You may check your Financial Representative's details by logging into PRUServices. If you would like us to arrange for another Financial Representative to contact you, please click here.

Please complete and send us the Application for Alteration (Form 2).

If your policy has lapsed for less than 60 calendar days (90 calendar days for PRUShield and PRUExtra), please send us your payment of the outstanding premiums due.

If your policy has lapsed more than 60 calendar days (90 calendar days for PRUShield and PRUExtra), please complete and send us the Application for Reinstatement Form together with your payment of the outstanding premiums due. We will review your declarations in the form and inform you if we require further information from you to review your reinstatement application. Please note that all costs of obtaining the additional information will be borne by you.

Please refer to the terms and conditions of your policy for the reinstatement application period applicable for your policy.

24-Hour Hotline: (65) 6950 9287

If you have an active policy with travel and medical assistance benefits, you may call this helpline when travelling abroad and in need of emergency help due to an accident.

Note:

• Please have your policy number ready when you make the call.
• Services provided are subject to the Terms and Conditions in your policy document.

Please refer to the terms and conditions of your policy to check if your policy has this feature.

Complete and send us the Application for Partial Withdrawal Form.

Please refer to the terms and conditions of your policy to check if your policy has this feature.

For Cash Benefit withdrawals,

Login into PRUServices to perform Cash Benefit Withdrawal.

Step 1: Select the policy number

Step 2: Select the 'Select E-Transaction for this policy' button

Step 3: Select 'Cash Benefit Withdrawal' button to enter the amount that you would like to withdraw

OR

Option 2: Complete and send us the Application for Cash Bonus / Cash Benefit Withdrawal / PruAsset Withdrawal Form.

For Cash Bonus withdrawals, please complete and send us the Application for Cash Bonus / Cash Benefit Withdrawal / PruAsset Withdrawal Form.

Deferred Cash Benefit Payout Option

If you have opted for the deferred cash benefit payout option in your proposal form, the deferred payout option will only be paid out to you on the scheduled due date if you meet all of the following criteria: 

1. No cash benefit withdrawal has been made from your policy.
2. Cash benefit has not been used as a premium for your policy, and
3. Your premiums are paid up to the cash benefit due date.

If you do not meet the criteria for receiving the deferred yearly cash benefit payout, the cash benefit will remain accumulated in your policy. You have the option to receive yearly cash benefit on the cash benefit due date by submitting Alteration Form 1. You can find the form here.

You may also withdraw your accumulated cash benefit amount by following the steps in this Cash benefit Withdrawal Guide (Option 1 or 2 above).

Please refer to the terms and conditions of your policy to check if your policy has this feature.

Option 1: Login into PRUServices account to perform Policy Loan.

Step 2: Select the policy number

Step 3: Select the 'Select E-Transaction for this policy' button

Step 4: Select 'Policy Loan' button to enter the loan amount

OR

Option 2: Complete and send us the Application for Policy Loan Form.

Please send us your signed written request for the withdrawal using our Business Reply Envelope.

The accumulated APD interest may not be payable if you choose to withdrawal your APD from your policy. Please refer to the terms and conditions of the APD application form that you signed previously for more details.

You can view your policy details online using PRUServices.

Step 1: Select the policy number at Home page.

Step 2: Under "Values" tab, select "Surrender Value".

You may contact your Financial Representative for assistance. Alternatively, you can send an email to us at customer.service@prudential.com.sg or call our PRUcustomer Line at 1800 333 0333 to request for the surrender application form.

Surrender payments are made by cheque unless other prior arrangements are made by completing the Payment Instructions Form. For policies purchased using your CPF savings, the surrender payments will be credited to your CPF account.

Once approved you should receive the cheque by post within the next 5 to 7 working days if your address in our record is a local address. For foreign addresses, please complete and send us the Payment Instructions Form together with your surrender application form.

For policies purchased using your CPF savings, the surrender payments will be credited to your CPF account within 7 working days from the date we process your surrender application.

1. Nominate Online (Form 4 – Revocable Nomination Form)

   You can nominate your beneficiary for Revocable Nomination from the comfort of your home, via PRUServices. Please click here to view the FAQ and Guide.

2. Mail-in / Customer Service Centre

   You can nominate your beneficiary or make amendment to your nomination by completing the Forms under Trust and Revocable Nomination Section.

Educational Trust - a trust set up by a parent or legal guardian for the sole benefit of a child or ward who is also the life assured. The parent or legal guardian acts as a trustee of the policy. The child or ward does not take over the ownership of the policy when he or she turns 21 years old. You cannot change the terms of the trust after it is set up.

Juvenile Trust - a trust set up by a parent or legal guardian for the sole benefit of a child or ward who is also the life assured. The parent or legal guardian acts as a trustee of the policy. The child or ward shall take over the ownership of the policy when he or she turns 21 years old, on the condition that he or she complies with any requests we may have for more information or documents. This is to ensure that we can continue to comply or adhere (whether voluntary or otherwise) to any relevant laws, regulations or requirements.

Otherwise, the policy shall remain under the trust and ownership shall not transfer to the life assured. You cannot change the terms of the trust after it is set up.

You must use relevant assignment form.

While we have assisted you in preparing the assignment form, we do not accept legal responsibility for the appropriateness of the assignment or its wordings or the effectiveness of the assignment or any other legal or tax consequences of this document in relation to any particular policy. If you have any doubts, you should consult a lawyer.

Both assignor and assignee must read all instructions and notes stated in the assignment form before completing it with utmost due care. Only original copy of the duly completed Deed of Absolute Assignment can be registered.

The policy to be assigned must be in force and must not be subject to any Trust Nomination or under Housing Protection Scheme purposes at the time of the assignment.

With effect from 1 Jan 2017, Assignee must complete FATCA AND CRS SELF-CERTIFICATION Form. We are required to collect certain information about each person’s tax residency and tax classifications under applicable tax regulations, including the Singapore Income Tax Act (Chapter 134), the Foreign Account Tax Compliance Act (“FATCA”) and the OECD Common Reporting Standard for Common Exchange of Financial Account Information (“CRS”). We may be obliged to share information about the policy(ies) for which you are an Account Holder with the relevant tax authorities under certain circumstances. The assignee is required to complete relevant FATCA AND CRS SELF-CERTIFICATION FORM.

Assignment of a life insurance policy means transfer of rights from one person to another. You can transfer the rights on your life insurance policy to another person/entity for various reasons. This process is referred to as Assignment and is governed under Policies of Assurance Act (Chapter 392).

The person who assigns the insurance policy is called the Assignor (policy owner) and the one to whom the policy has been assigned, i.e. the person to whom the policy rights have been transferred is called the Assignee.

Once the rights have been transferred from the Assignor to the Assignee, the rights of the policy owner terminates and the assignee becomes the owner of the insurance policy. Under Singapore law, only the Assignee can give a valid discharge of all payment obligations to the insurer.

A notice of assignment must be given to the insurer at its principle place of business, and the date on which such notice was received shall regulate the priority of all claims under any assignment.

Once we acknowledge receipt of your assignment deed, all future correspondence on your policy will be sent directly to the assignee. Any future dealings with the policy (e.g. surrender of policy) will require only the assignee's consent and any payment on the policy will be paid to the assignee whose receipt will be a valid discharge to us.

If the premiums of the policy are not paid, whether by the assignor or the assignee, the policy may lapse. In the event that the policy is lapsed, the assignee will not be entitled to any benefits under the policy.

Only the policy owner of the life insurance policy can assign the policy.

If the assignor (i.e policy owner) is a natural person, he/she must have attained at least 18 years of age to assign a policy. The assignee, as a natural person, must also have attained at least 18 years of age at the assignment.

Please send us your written instruction, duly signed by all Trustees appointed for your policy.

Maturity payments are made by cheque. If you would like us to credit the payment to your bank account, please complete and send us the Payment Instructions Form at least 1 month before your policy matures.

eLOG is generated by participating hospitals. Please click here for more information on eLOG.

We will write to you once we have completed our review of your claim application. A copy of our letter will also be uploaded into PRUServices.

Please click here for the claim requirements.