1. What is Pulse and do I have to pay to use Pulse?
Pulse is a free health and wellness mobile app that offers features that enable users to better manage their health and wealth. It includes features such as a health assessment tool, a symptom checker and health and wealth content. Pulse also offers in-app purchases for premium content, features and subscriptions, as well as for services such as ta video consultation with a Doctor.
2. How do I download Pulse?
Pulse is available on the AppStore or the Google PlayStore. Search for ‘Pulse by Prudential’ or ‘We Do Pulse’.
3. How do I register for Pulse?
You do not need to be a Prudential customer to register and use Pulse. Just download the app and register using your Google, Facebook, or Apple Login (if you are an iPhone user). Alternatively, you may register with your email address.
Do note that you will have to be 18 years and above to use this app.
4. What features does Pulse have?
Pulse is an app designed to empower users in areas of health, wealth, work and community. It provides tools and information with the aim of making users healthier and wealthier.
With Pulse, users can access digital health tools such as the health assessment tool, symptom checker, access to a certified General Practitioner, etc.
Microinsurance products, subscription services and financial planning features are also available on Pulse.
1. How do I log in to Pulse?
You may sign into Pulse using the information you used to register on Pulse. This may be your email address, your Google, Facebook or Apple id that you used to register with.
2. Can I change my sign in details? / My email address has changed. Can I change my sign in ID?
You cannot change your sign in ID. If your email address has changed, you will need to register for a new account using your new email address.
3. I cannot sign into my account – what should I do?
Please ensure you have entered the correct sign in details. If you have forgotten your password, click on the “Forgot Password” link and follow the instructions to reset your password. Should the problem persist, please use the in-app Feedback function. Alternatively, please email us at pulse.ecosystem@prudential.com.sg.
4. Why am I being asked to choose a new password?
You may be required to choose a new password if you are on an older version of Pulse and your app is being upgraded to give you an enhanced experience.
5. I did not receive my One-Time-Password (OTP)? What should I do?
The OTP is sent to you via email to your registered email account. Due to different email services, there could sometimes be a delay in the email. Please ensure that you have entered the correct email address and check your spam folder if you cannot locate the email in your Inbox.
If you still have not received your OTP, click “Resend OTP”. Should the problem persist, please email us at pulse.ecosystem@prudential.com.sg.
6. How do I reset my password?
On the “Sign In” screen, click on the “Forgot Password?” link above the “Sign In” button, and follow the instructions to reset your password. If you are already signed-in, you can go to Settings -> Account -> Change Password.
7. Can I use Touch ID or Facial Recognition?
It depends on your mobile phone model and setting. If your mobile phone supports Touch ID and/or Facial Recognition, then you can use those authentication features for your Pulse app. In the app, click on “Account” followed by “My Settings”. If you can activate “Enable Touch ID” or “Enable Face Auth” here. If the feature is available to you, follow the instructions in the app to continue.
Our Facial Recognition software is proprietary to Prudential and does not rely on the facial recognition software of your mobile device.
1. Do I need to complete my profile on Pulse if I am an existing Prudential customer?
We recommend that you complete your profile so that we can give you better recommendations and possible solutions tailored to you.
2. How do I update my profile within the app?
Click on the “Account” tab and then click on “My Profile”.
3. How do I change my profile picture or avatar?
Click on the “Account” tab then click on “My Profile”. You will see a circle above your name. Simply click on the circle and select the option to upload or take a photo.
4. How do I delete my profile?
Please make a request through the in-app Feedback function or email pulse.ecosystem@prudential.com.sg and further instructions will be sent to you.
1. Are my personal information and consultation details secure within Pulse?
Your personal details and health data are kept confidential and secure. Prudential does not have access to any personal health information you share with our partners for the Healthcheck, Symptom Checker, Video Consultation, and Doctor functionalities and payments.
2. Will my health information be shared with Prudential and have an impact on my premiums/underwriting for a new policy?
We respect the privacy of all users of Pulse. The information derived from your use of the app does not constitute a disclosure of information for an insurance policy contract between Prudential and you.
1. What is Symptom Checker and how do I use it?
The Symptom checker is a feature where you can enter your symptoms to interact with a chatbot powered by Artificial Intelligence (AI). The chatbot asks you a series of questions based on your symptoms to provide you with possible causes for your symptoms as well as the most appropriate steps to take.
It acts as a “digital-first” gateway for people seeking care, powered by AI using the best available evidence and validated by teams of Doctors and scientist.
The Symptom Checker can help you better understand worrying symptoms and direct you to seek further advice from healthcare professionals, if necessary. It gives fast outcomes and provides information about medical concerns.
2. How accurate is the information provided by the Symptom Checker?
The Symptom Checker is powered by Artificial Intelligence (AI), which provides a triage outcome and probability-based statements of possible conditions. The service has been created, reviewed and validated by Babylon Doctors and computer scientists and is tested frequently.
The service is customised for Singapore and includes diseases specific to this region. It involves Singapore-based physicians registered with the Singapore Medical Council involved in the localisation and testing process. This is continuously monitored for accuracy as well as compliance with the relevant safety standards and regulatory requirements.
Note: This is not a diagnostic tool and is only intended for general wellbeing purposes by adults over the age of 18 and is not intended to be used for any medical purposes.
Do not use the Symptom Checker during pregnancy or any dermatological conditions or associated symptoms. Any health-related information provided should not be treated as medical advice, diagnosis or treatment.
Please consult a Doctor for any medical advice required or concerned about any of your symptoms.
Symptom Checker should never be used in a medical emergency. Please contact the local emergency services in an emergency situation.
3. How do I access my chat history?
If you use the Symptom Checker for the first time, there is no “Chat History” to view. If you have already registered and used the Symptom Checker on a previous visit, you can view your chat history by clicking on the ‘Health’ page, then clicking on ‘Feeling Unwell’; you will be directed to a page that shows ‘View Chat history’.
4. I was presented with no triage recommendations or outcomes. What do I do?
We apologise for the inconvenience caused. This could be due to a technical error or an inconclusive response. Should you encounter such issues, please send your feedback to us through the in-app feedback function.
1. What is Healthcheck and how do I use it?
Healthcheck is a digital questionnaire designed to give you insight into your long-term disease risks. It provides changes you can make to reduce their risk and improve your long-term health.
Through a detailed assessment of medical history, family history, diet, lifestyle and mental health, Healthcheck creates a projection of your risk of contracting a range of diseases in the next 5 years, based on peer-reviewed epidemiological data.
These diseases are represented to you through the Digital Twin, a graphic representation of the human body broken down by organ. From here, you can explore specific conditions and understand your risks and the factors affecting you. Risks are shown compared to people of the same age and gender to show you how your risks compare to people like yourself.
Note: Healthcheck is intended for use by adults over the age of 18. Healthcheck is not suitable for pregnant women and users with long-term medical conditions or disabilities who may have different needs and risks than shown.
2. How accurate is the disease risk calculation?
Disease risk calculation in Healthcheck is based on statistics using a risk scoring system. This risk scoring system is built from population-based epidemiological data for diseases and their risk factors, gathered primarily from observational studies of populations.
As such, risk score can be considered reflective of the typical individual in the population for whom the questionnaire responses given match those of the user. The model has been tested against individual outcomes for a subset of the diseases using a large longitudinal population study.
1. What is a Video Consultation with a Doctor service in Pulse?
A video consultation allows you to consult with a Singapore-licensed Doctor online via video call, 24 hours a day, 7 days a week. MyDoc’s professional Doctors will review your symptoms and advise you on any necessary treatment following the consultation. After the consultation, the Doctor may issue an electronic medical certificate and prescribe medication to you if necessary.
The medication can be delivered to you, or you can pick it up from a preferred pharmacy location islandwide.
2. Who is providing this service?
The video consultation service is powered by MyDoc, listed by the Singapore Ministry of Health (MOH) as a direct Telemedicine provider.
3. Can I select the Doctor I want to consult? Can I choose the same Doctor for subsequent consultations?Doctors will be scheduled based on availability. If you wish to select the same Doctor after the first consultation, you may request a concierge service within 7 days after the first consultation.
4. Can I obtain a medical certificate (MC) through Pulse once I have completed a Video Consultation with a Doctor?
Yes, you will be issued an electronic Medical Certificate (e-MC) following a consultation if it is medically warranted. However, an e-MC is only issued for outpatient medical leave and at the Doctor’s discretion. Please note that the e-MC will be electronically signed. An e-MC issued by any Singapore-registered Doctor is considered valid and will be recognised by employers.
5. Who is eligible for a Video Consultation?
The video consultation with a Doctor is available for Pulse users who:
6. Can my kids see a doctor via this service?
Only adults 18 years old and above can consult with a Doctor via the video consultation service within Pulse.
7. How many times can I see a doctor? Is there a limit?There is no limit to the number of times you can consult a Doctor via the video consultation service within Pulse.
8. Do you cover consultation for chronic illness like diabetes, high blood pressure, cholesterol, heart disease etc?You can use the video consultation service for chronic illnesses, as long as the conditions are stable, under control, and you have your readings readily available to be shared with the Doctor.
Making an Appointment for Video Consultation
9. How soon can I get an appointment?
You will be assigned a Doctor, typically between 15 minutes to 3 hours after making your booking. The standard duration of a consultation is 15 minutes.
10. How do I cancel an appointment? / I have cancelled my appointment. Will I still be charged?
You will not be able to cancel any appointments once they are made. All appointment-related costs (consultation charges) are non-refundable.
During the Consultation
11. I would like to share medical reports with my doctor during the video consultation. How do I do that?
You can share files (photographs, PDFs etc.) with your Doctor by uploading these files during an active chat session with the Doctor.
12. The doctor cannot see me or hear me. What do I do?
Doctors will typically terminate calls of poor audio/video quality and re-initiate the call with you. If there are still issues with the video consultation, please check your internet connectivity.
Prescription and Medicines
13. I received an e-Prescription. What do I do next? How do I collect my medication?
Once you receive a digital copy of the prescription, the concierge will contact you to coordinate the dispensing options. You can either have the medications delivered to you or pick up the prescribed medication at a Guardian pharmacy near you.
14. The prescription I received is not the same as what the doctor spoke about during the video consultation. What do I do?
You may retrieve a copy of your medical prescription in your file section under My Health Records in the Health section of the app. If you have any concerns with your prescription, please get in touch with us at pulse.ecosystem@prudential.com.sg. Alternatively, you may use the in-app feedback function
15. How do I pay for the prescribed medication?
If you would like to have the medication delivered to you, the concierge will inform you of the total cost of the prescribed medication and delivery fees before charging the amount to your card. Should you wish to pick up the prescribed medication at a Guardian pharmacy, payment will be collected there.
16. Do you offer repeat prescription services?
A repeat prescription may be issued, but only after the completion of a video consultation with a Doctor and at the discretion of the Doctor.
17. I have a question about my medication? Whom do I ask?
A concierge service will contact you right after the consultation to facilitate the medicine pick-up/delivery. You may raise questions through the concierge service for up to 7 days after the consultation. Alternatively, please get in touch with us at pulse.ecosystem@prudential.com.sg or through the in-app feedback function.
18. Where do I access documents relating to my video consultation?
You can retrieve all documents, including case notes, prescriptions, electronic medical certificate, payment receipts and referral letters (where applicable) under the ‘My Health Records found on the Health landing page.
Payments and Receipt
19. What is the cost of a Video Consultation with a Doctor?
For a limited time, eligible customers will only need to pay a flat rate of SGD15 per consultation, excluding medication and delivery fees. All medication prescribed is chargeable unless indicated otherwise.
Note: that prices may be updated from time to time.
20. How do I pay?
VISA and Mastercard are accepted for in-app purchases or payments via Pulse.
21. I am unable to add my credit card details. What do I do?
You can only add your credit card details if you intend to book a video consultation with MyDoc. If the page is not loading, please restart Pulse and try again. If the issue persists, please email us at pulse.ecosystem@prudential.com.sg.
22. I was in the midst of a credit card transaction when my app stopped functioning. What do I do? How do I know if my card has been charged?
If the transaction was charged to your card, you will receive a notification and a receipt. If there are any billing and/or invoice discrepancies, please use the in-app Feedback function to contact us. Alternatively, please email us at pulse.ecosystem@prudential.com.sg.
23. I was charged incorrectly. What do I do?
If there are any discrepancies with your billing/invoice, please contact us via the in-app Feedback function. Alternatively, please email us at pulse.ecosystem@prudential.com.sg and we will respond to you within two working days
24. Will I receive a receipt?
You can go to the “My Health Records” in the Health Section to retrieve a copy of your receipt after your video consultation.
Benefits & Claims
25. My company has a Group Insurance policy with Prudential. Does it cover the cost of video consultations as well?
If your company’s Group Insurance policy with Prudential allows for reimbursement for telemedicine services, you may put in a claim for the video consultation. If your company’s Group Insurance policy is with another insurer, please check with the relevant party.
26. Will Prudential’s medical policies cover the cost of telemedicine?
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. If you have a personal accident policy with Prudential, and in the event, you sustain an injury that can be treated through a video consultation process, you may use the case note and letter from the doctor as supporting material when you submit your claim to us.
For Group Insurance, if your company’s Group Insurance policy with Prudential allows for reimbursement for telemedicine services, you may put in a claim for the video consultation. If your company’s Group Insurance policy is with another insurer, please check with the relevant party.
1. How does the BMI Recorder work?
All you need to do is to take a selfie of your face, and upper body and our BMI Recorder will calculate your estimated age and BMI. Please note that this is an estimate and may not be your actual age or BMI recording.
2. I took a picture but it did not work. Why?
If you see the “Health” tab after taking a selfie, it is likely that we could not estimate your BMI based on the photo taken. Please ensure that your full face and shoulders are captured in the photo.
1. How does the Wrinkle Mirror work?
All you need to do is to take a selfie of your face, and our Wrinkle Mirror will calculate your estimated age and Wrinkle Index. Please note that this is an estimate and may not be your actual age.
2. I took a picture but it did not work. Why?
If you see the “Health” tab after taking a selfie, it is likely that we could not estimate your Wrinkle Index based on the photo taken. Please ensure that your full face is captured in the photo.
1. What is ‘My Health Content’?
My Health Content is a feature within Pulse that delivers bite-sized content in the form of articles and videos with tips and insight on how to lead a balanced and active lifestyle.
2. How credible is the content available through the ‘My Health Content’ channel?
Content available on My Health Content has been curated from credible sources, including our partners Babylon and MyDoc. All content is fact-checked by its originators.
1. What is the Clinic Locator?
The Clinic Locator is a directory of Community Health Assist Scheme (CHAS) clinics and hospitals that are located near you. Please allow the app to access your location so the app is able to identify clinics near you.
2. Where is the information for the Clinic Locator obtained from?
The information for the Clinic Locator is obtained from local Singapore Government sources.
3. I am unable to see any clinics or hospitals near me. What do I do?
Please ensure that your location settings are switched-on on your mobile device in order to view any clinics or hospitals near you. To search for a clinic,
4. I am a Prudential Enterprise Business / Group customer. Am I able to use my Medical Card at the clinics and hospitals listed in the app? Can I enjoy cashless payment benefits?
The app lists all CHAS clinics and hospitals in Singapore, but the panel clinics available to you may not be the exact same as those listed in the app. You can only use your medical card for cashless treatments at the clinics listed on your Panel Clinics list provided. Please reach out to your organisation’s HR contact if you need info on the list.
5. I am a Prudential customer. Do I get any benefits at the listed clinics and hospitals?
No. The Clinic Locator is not related to your Prudential policy at this stage and simply provides you with a quick search of CHAS clinics and hospitals near you.
1. What is My Wearables and how do I use it?
With My Wearables, you can connect Pulse to your health apps such as Apple Health (for iOS devices), Google Fit (for Android devices), Fitbit or Garmin and begin tracking your fitness in Pulse.
Navigate to the ‘Health’ tab and click on the red bubble to access “Wearables”. Click on the settings icon on the top right and here, you can connect the relevant apps by swiping right.
Key-in the necessary account credentials to connect and sync. Pulse will then begin tracking your steps, distance, active minutes and calories if the information is available.
You may also connect your wearable to the Pulse by navigating to your Account profile and selecting the My Wearable option to connect your device.
2. I am unable to sync my device. What do I do?
You will need to restart your phone and then launch the app again. If the problem persists, please follow the steps below:
For Fitbit Users:
For Garmin Users:
For Apple Health Users:
For Google Fit Users:
1. What is the Wealth Channel?
The Wealth Channel is a feature that delivers educational content for users to learn more about various aspects of financial management. It includes but is not limited to information on saving, investing, borrowing and spending wisely.2. What is the source of the Wealth Channel content?
The current content available on the Wealth Channel is curated from Eastspring Investments (Singapore) Limited and the Prudence Foundation.
1. What is PRUShoppe and how do I use it?
On PRUShoppe you can find micro-insurance products that provide coverage for different purposes. You can find out more about each product and also complete the purchase of one or more micro-products that you are eligible for within the app.
2. Will I be issued an insurance policy or certificate?
Once you complete an application for a product and eligible to purchase the product, your policy documents will be issued after your payment is processed. Your policy documents are available to you in the My Policies section of the Pulse app.
3. How do I make a payment?
You can make a payment on the Pulse app via any VISA or Mastercard.
4. I need help, I want to know if the product suits me, who can I speak to?
You can send a query using the in app Feedback function or email us at pulse.ecosystem@prudential.com.sg.
1. What is Link Policy?
Link Policy is a feature in Pulse that enables customers with Prudential policies to link and view their policy details in Pulse.
2. Where can I find the ‘Link Policy’ option?
After launching the Pulse app, click on PRUShoppe on the top bar and select My Policies. You will see the ‘Link Policy’ button, on the top banner.
3. How do I link my policies?
After selecting ‘Link Policy’, you will need to enter the Policy Number of any policy you have with Prudential Singapore, where you are a policyholder. A One Time Password (OTP) will be sent to the mobile number you provided when purchasing the policy. Enter this OTP for verification purposes and your policies will be linked instantly.
4. I want to link my policies on Pulse; however I don’t have my policy numbers on hand. What are my options?
You can obtain your policy number through a number of ways, by;
i. Referring to past SMSes you received from Prudential
ii. Referring to your policy documents,
iii. Logging in to PRUaccess
iv. Contacting your Financial Consultant (FC), or
v. Emailing Pulse Support at pulse.ecosystem@prudential.com.sg or call +65 6714 3939
5. I did not receive an OTP to Pulse. What do I do?
If you did not receive an OTP when attempting to link your policies to Pulse, verify that the mobile number you are using is the same as the one you provided to Prudential when you purchased the policy.
6. I am not able to link my policies to Pulse. What do I do?
If you are not able to link your policies in Pulse, please email Pulse Support @pulse.ecosystem@prudential.com.sg or call +65 6714 3939 for assistance.
7. My policy information is inaccurate / incomplete. What do I do?
If the policy information you linked to Pulse is inaccurate, please notify us immediately. You can email Pulse Support @pulse.ecosystem@prudential.com.sg or call +65 6714 3939 for assistance.
8. Can I make any changes to my policy or servicing details?
To make changes to your non-Pulse policy details, you may email Pulse Support @pulse.ecosystem@prudential.com.sg or call +65 6714 3939.
1. What is Pulse Gold?
Pulse Gold is a premium subscription service that offers a bundle of services in a single plan – from meal planning, exclusive access to Pulse fitness, fitness and exercise videos from experts, challenges, weight management, journaling, exclusive communities and much more.
2. Is Pulse Gold available on iOS and Android phones?
Pulse Gold is currently available on the Pulse app on both iOS (iPhones) and Android phones.
3. What is the cost of the Pulse Gold premium plan?
For a limited time, you can try the features of Pulse Gold for free for 14 days.There are three price plans for users to choose from:
4. How do I sign up for Pulse Gold/14-day free trial of Pulse Gold?
New User of Pulse
Current user of Pulse
Android – Google PlayStore
Once you click on the Pulse Gold option, you will see the Google Play Store subscription page where you can add a payment method to start your free trial. You can register your payment method that is currently allowed on the Google Play Store in Singapore. These include credit card or debit card, PayPal, a bill to your mobile provider or by using a Google Play Store redemption code.
iOS/iPhone – App Store
5. I have made my payment and signed up for the Pulse Gold plan. What next?
Once you have signed up for the Pulse Gold subscription, you will be asked to provide information to create a customised plan just for you. The information you provide will help our AI coach curate a personalised plan for you.
As a first-time user, you can select from a variety of options that best describes your wellness goals, such as healthy eating, staying fit, shaping up your body, losing weight, and sleeping better. You will see more options as we add new features to our Pulse Gold program. You may select multiple goals when you make your options.
Once you have selected your wellness goals, you will be asked your gender and your date of birth to allow our AI coach to make appropriate recommendations. To fine-tune your program, you will also be asked for your height, weight, activity level, and food preferences.
6. Tell me more about the features available in the Pulse Gold program.
AI-driven meal planner: The Pulse Gold program includes access to the AI-driven meal planner. This recommends breakfast, lunch and dinner meals for you along with detailed nutritional values, calories, ingredients as well as the recipe for each meal. The meal plan is curated based on a user’s preferences on multiple dimensions, such as food preferences, allergies, etc. You will also be able to change the suggested meal options as well.
Food Journal: Pulse Gold allows you to capture images/photos of food items and predict the food item along with its nutritional value. This is very useful to keep track of your daily nutritional intake values and for achieving your health goals – such as watching and limiting your calories intake.
Personal Dietician: Pulse Gold allows you to get advice on healthy eating from our certified dietician. You can chat with our dietician for personalised meal plans and get guidance on your fitness journey. You may connect with our dietician over a video call for advice on healthy eating.
Wellness Goals: Set yourself goals and track your goals, and works towards improving your health with goals such as Healthy Eating, Move More, and Weight Loss
Fitness: Pulse Gold provides you exclusive access to curated fitness videos such as strength workouts and yoga exercises.
AI exercise buddy: Pulse Gold helps you exercise with real-time feedback on your exercise posture and pose for exercises such as squats, push-ups, planks and more, with summary feedback at the end of completion of the exercise relative to previous workout and a history of those workouts.
Exclusive Access to fitness communities: You have access to exclusive bike riding and running communities, such as PRURider and PRURunning communities.
7. Can I cancel my subscription anytime?
Android – Google PlayStore
iOS/iPhone – App Store
8. Will I be charged if I cancel before the free trial period?
You will not be charged if you cancel your subscription before the free trial period ends (14 days from the date of sign up)
9. How do I cancel my Pulse Gold subscription?
Android – Google PlayStore
iOS/iPhone – App Store
MY COMMUNITIES
1. What is My Communities?
My Communities feature enables you to connect with like-minded individuals across various community groups on the Pulse app.
2. There is an issue with my post. What do I do?
You can send a query using the in-app Feedback function or email us at pulse.ecosystem@prudential.com.sg.
3.There is an inappropriate post in the Community. What do I do?
There are three ways by which you can report a post:
1) Simply use the ‘Report’ function available via the three dots on each post
2) You can send feedback using the in-app Feedback function
3) Email us at pulse.ecosystem@prudential.com.sg
1. How do I enable / disable notifications?
Accessing your device settings for the Pulse application would enable you to turn notifications on or off. We highly recommend that you turn on the notifications for Pulse so you can enjoy the best of its capabilities.
2. The app crashes / freezes. What should I do?
Please close the app and restart. If the problem persists, please delete and re-install the app. Your data will remain intact. Should the problem persist, please send a query using the Feedback function or email us at pulse.ecosystem@prudential.com.sg.
3. Do I need an Internet connection to use Pulse?
Yes, you will require a stable Internet connection to use Pulse.
4. I would like to make a complaint. What should I do?
Please share any feedback or complaints through the in-app Feedback function. Alternatively, please email us at pulse.ecosystem@prudential.com.sg and we will respond within two working days.
5. I have lost my phone – is my health data protected?
To ensure your data remains secure, a password is required to access any feature / service/ information on Pulse. It also has a timeout feature where the you will be logged out after 30 minutes of inactivity.
Apple, the Apple logo, and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries.
App Store is a service mark of Apple Inc., registered in the U.S. and other countries.
Google Play and the Google Play logo are trademarks of Google LLC.