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Our Claims Promise

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

How can PRU deliver

Our Approach

Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal, customer 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
We handle each claim as soon as we receive it and will keep you informed of its progress. We deliver to the following service standards:

Cashless Claims

Admission & Discharge Guarantee Letter issuance 90% within 30 minutes, upon receipt of complete documents.

Major & Medical Reimbursement Claims

- SMS acknowledgment will be sent within 24 hours after physical claim received.
- Instant acknowledgement will be sent immediately upon E-Claim submission.
- Send request for additional document within 7 days after claim received.
- Claim payment notification will be sent on the next day after claim approved (within 15 days after complete document received).
Communication with Care
We let you know when we receive your claim, require additional documents and outcome of your claim. 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.