Policy Servicing FAQs

Get answers to the most commonly asked questions on policy servicing.
Customer service on phone call

Frequently asked questions

Where can I obtain a Policy Servicing application form?

You may:

How do I submit the application form?

You can submit the completed form and supporting documents to us through your agent or at the nearest Prudential branch.

What happens after I submit my application?

Once we have received your application, we will process it based on the terms and conditions of your policy. When a decision has been made or in the event that we require further clarification of details, we will notify you and your agent in writing.

How do I check the progress of my application?

You may contact your agent, Customer Service at 03-2771 0228 or write to us at customer.mys@prudential.com.my for more information on your application progress.

What is a policy anniversary?

The Policy Anniversary refers to the month when the proposal commences to become a policy.

Can I request to change the frequency of my premium payment?

Yes, you can choose to pay your premiums on a monthly, quarterly, half-yearly or yearly basis. Changing to a higher frequency of payment (i.e. quarterly to annually) must always fall on the anniversary of the policy.

Where can I check my policy coverage or policy details?

You may:

What should I do if I have lost my policy document?

You will need to submit the Statutory Declaration form, completed and signed with your signature before the Commissioner of Oaths, and stamp duty of RM10 to the nearest Prudential branch. We will reprint your policy document for a fee of RM30 (inclusive of taxes at the prevailing rate, if any).

Should I declare my current health condition, smoking status or occupation to Prudential?

Yes, you should. You may contact your agent or visit our nearest branch for requirements and the appropriate forms to be completed.

We will only make changes to the policy (e.g. insurance charges, premium) as a result of your current health condition, smoking status or occupation, when the policy allows us making those changes. In this regard, we will notify you about the changes specifically.

What happens if I do not pay my policy premium on time?

Your policy might lapse. You will not have insurance protection/ coverage, and will also not be entitled for any insurance claim during the lapse period.

What is the interest charged by Prudential for the policy loan and automatic premium loan granted under the policy?

As of 13 April 2020, the interest rate is 6.5% per annum, and Prudential will charge interest on this interest (compounded) on each anniversary of the policy. This interest rate can be changed from time to time. Please refer to the table below for our historical interest rates:

Effective Date

Interest Rate (per annum)

1 Aug 2009


Before 1 Aug 2009


Who can I nominate for my policy?

The nominee has to be a person. The policy must be on a person’s own life. Nomination of an organisation is not allowed. Download the Trust and Nomination Form to learn more.

Can I nominate more than one person?

Yes. You will need to state the specific share (%) to be paid to each of the nominees. Unless stated, the policy monies will be divided equally among all nominees (for non-Muslims only).

For Muslims, nominations can be made and policy monies will be paid to the nominee(s) accordingly. However, the nominee(s) will have to distribute the policy monies according to Syariah law.

If you have any enquiries or require clarification on the above, kindly contact your agent, our customer service at 03-2771 0228 or email customer.mys@prudential.com.my

Can I use my debit card to set up recurring premium deduction?

Set up your Credit/Debit card for recurring premium payments on PRUAccess Plus. After login, access ‘My Transaction’ followed by ‘Online Enrolment’. Please note that there is a maximum premium instalment amount of RM9,999.99.

Alternatively, complete the Credit/Debit card enrolment form (for premium instalments of RM10,000 and above) and return it at least two weeks before your premium due date through your agent or at the nearest Prudential branch.

For Debit card transactions, please contact your bank to ensure that your Debit card has been enabled for recurring payments before you authorise us for the deduction.

What are the important things to take note before submission?
  1. Make sure that all fields are filled and your signature is the same as in the Proposal Form or your latest Signature Declaration form.

  2. Make sure to provide consent from your policy trustee(s), if any.

  3. Attach relevant supporting documents (if any), e.g. the latest medical report and proof of identity. You can contact your agent on the relevant supporting documents needed for your application.

  4. Submit the completed form and supporting documents to us via your agent or at your nearest branch.

  5. Submit all necessary payments. You may pay by cash, cheque or credit card at the nearest Prudential branch.