Customer Service FAQs

For Policyholders:

Step 1: At the PRUaccess login page, click on ‘Forgot My Pin’.
Step 2: Enter your NRIC/Passport Number and Date of Birth.
Step 3: Enter the one-time password (OTP) sent to your registered mobile number.
Step 4: Proceed to reset your PIN and set your User ID.

Note: The PIN reset will take effect immediately. A confirmation SMS will be sent once the PIN is successfully reset.

For Corporate Policyholders:

Step 1: At the PRUaccess login page, click on ‘Forgot My Pin’.
Step 2: Enter your Client number and Policy number.
Step 3: Upon successful submission of your online application, we will mail the hardcopy PIN mailer to your address in our records within 5 working days of your online application.

You can update your mobile number by completing the Update of Address and Contact Information Form.

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
Robinson Road PO Box 492
Singapore 900942

Your login ID is a user-defined ID. This means that you can select an ID that is easily remembered but also secure. Please do not use your NRIC, passport number or FIN for this purpose.

1. If you have not registered with PRUaccess, click here
2. If you have forgotten your login ID, click here
3. If you have forgotten your PIN, click here

The PIN that you choose must be between 8 to 20 characters and comprise of uppercase and lowercase alphanumeric. E.g. Abcdf123. It must not contain any special characters.

You will need to check with your local service provider in your country to ensure that you can receive OTP texts from Prudential.

If your service provider confirms that you can receive OTP texts from Prudential, but you still do not receive the OTP, please contact our PruCustomer Line at 1800-3330333 (+65 63330333 - if calling from overseas) Mondays to Fridays, 8.30am to 5.30pm, excluding public holidays.

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 the mobile connection is weak.

You may also contact us to check if your current mobile number has been registered with Prudential.

If you are currently using an overseas mobile number that has been registered with Prudential, please check with your service provider to ensure that you are able to receive SMS OTPs from Prudential.

Under the Personal Data Protection Act for NRIC and other National Identification Numbers, organisations are generally not allowed to use NRIC as a login ID from 1 Sep 2019 onwards unless under special circumstances.

Starting from Aug 2019, Prudential will be transiting our customers to a new PRUaccess user ID to comply with the regulation.

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

Please complete and send us the Change of Payment Frequency Form.

1. PRUaccess
• Login to your PRUaccess account
• Select “Payment Settings”
• Select “Change Payment Method to Credit Card/Change Credit Card”
• Select your desired Policy Number(s)
• Click “Next”
• Click to agree and acknowledge to the important notes and terms and conditions, then click “Proceed to enrolment”
• 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. 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 “Proceed to enrolment”
• 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
  
  

1. PRUaccess

You may set up a GIRO payment with participating eGIRO banks* (DBS/POSB, Bank of China, Citibank, HSBC, ICBC, Maybank, OCBC, Standard Chartered Bank and UOB) through PRUaccess, a website for Prudential Policyowners to manage their policies online.

• Login to your PRUaccess account
• Select “Payment Settings”
• Select “Change Payment Method to GIRO”
• Select your desired Policy Number(s)
• Click “Next”
• Click to agree and acknowledge to 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.



2. 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, Maybank, OCBC, Standard Chartered Bank and UOB



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 Consultant.  You may check your Financial Consultant’s details by logging into PRUaccess. If you would like us to arrange for another Financial Consultant 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,

Option 1: Login into PRUaccess account and follow the steps below.

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 PRUaccess account and follow the steps below.

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 usings using PRUaccess. Once you have logged in, follow the steps below:

Step 1: Select the policy number

Step 2: Select the ‘Policy Values’ button

You may contact your Financial Consultant for assistance. Alternatively, you can send an email to us at [email protected] 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 PRUaccess. 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 PRUaccess under the ‘e-Documents’ option.

Please click here for the claim requirements.