About PRUAccess Plus

View your policy and access our e-services wherever you are.
Learn more
Girl browsing tablet on sofa

Frequently asked questions

General

 

Question

Answer

What is PRUAccess Plus?

PRUAccess Plus is a web portal that provides you (the Assured) the accessibility to view your life insurance policy information and perform online services securely anytime, anywhere.

Who can register as a PRUAccess Plus user?

Any Prudential life insurance policyholder (assured) can register as a PRUAccess Plus user.

What are the information and services available in PRUAccess Plus?

PRUAccess Plus provides you with the following information and services:

 

  • Policy details

  • Premium/Payment details

  • Claims details

  • Sales channel information

  • Product and Marketing information

  • Panel Hospital and Healthcare Centre Listing

  • Branches Address

  • Change personal security profile (password, security phrase and colour)

  • Online payment

  • Online updating of contact details

  • Online updating of bank account details

  • Online enrolment of credit/debit card

  • Download forms

  • Download policy document

  • Download statements

  • Download funds report

  • Download eMedical card

  • Download letters/documents

 

Registration & first time login

 

Question

Answer

Who can register as a PRUAccess Plus user?

Any Prudential life insurance policyholder (the Assured) can register as a PRUAccess Plus user.

Can a Life Assured, Nominee or Assignee register for PRUAccess Plus?

No, only the life insurance policyholder (assured) can register as a PRUAccess Plus user.

Do I need to register for each of my policies?

No, only a one-time registration with your IC number and First Login code is required.

How do I register for PRUAccess Plus?

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'Registration'.

  3. Enter your New NRIC No. or select Other Identity No.

  4. Go to 'Did not receive a First Login Code' and select 'Click Here'.

  5. Enter the 6-digit First Login code that was sent via SMS to your registered mobile number or email.

  6. Click on 'Next' to create Username and Password.

  7. Create a Security Phrase and Colour.

  8. Proceed to complete the registration.

What should I do if I did not receive the First Login code?

If you did not receive the First Login code, you can request for your First Login code to be resent with the following steps:

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'Registration'.

  3. Enter your New NRIC No. or select Other Identity No.

  4. Go to 'Did not receive a First Login Code' and click on 'Click Here'.

  5. The 6-digit First Login code will be sent via SMS to your registered mobile number or email.

  6. Proceed to complete the registration.

Will the First Login code expire?

 

No. The First Login code will not expire.

Why do I need to create a security phrase and colour?  

It is an additional security measure to help you ensure that you are logging in to the correct account. This security phrase and colour will be displayed at every subsequent login.

When do I create these security measures?    

During registration, you will be prompted to choose a colour and create a security phrase. Do not enter your password. Choose a phrase that you can easily remember. The length of the phrase is up to 30 alphanumeric characters (A-Z, 1-9).

Can I change the security phrase and colour after successful registration?         

Yes, you can change with the following steps:

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Profile'.

  3. Select 'Change Security Colour & Phrase'.

  4. Choose a new colour and enter a new phrase. Do not enter your password. Choose a phrase that you can easily remember. The length of the phrase is up to 30 alphanumeric characters (A-Z, 1-9).

  5. Reconfirm your Colour and Security Phrase and click 'Next'.

  6. Enter the TAC that was sent via SMS to your mobile phone.

What should I do if I am not able to register successfully?

Failed registration can be due to various reasons. For assistance, you may call our Customer Service at 03-27710228.

What if my mobile number is incorrect or has not been registered with Prudential?   

If the mobile number is incorrect or not registered with Prudential, you will not be able to receive the First Login code to complete registration or perform any online transactions in PRUAccess Plus. You can update your mobile number with the following steps:

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'Registration'.

  3. Go to 'Update Mobile Number' and select 'Click Here'.

  4. Enter your New NRIC No. or select Other Identity No.

  5. Answer security questions.

  6. Enter your new mobile phone number.

Why do I receive a First Login code via SMS or email?         

The First Login code is sent to the Prudential policyholder (the Assured) who has purchased a new individual Life Insurance policy and has not registered for PRUAccess Plus. You may click on the PRUAccess Plus link in the email or SMS to proceed with registration.

What should I do with the First Login code?        

You can proceed to register for PRUAccess Plus with the following steps:

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'Registration'.

  3. Enter your New NRIC No. or select Other Identity No.

  4. Enter the 6-digit First Login code that was sent via SMS to your registered mobile number or email.

  5. Click on 'Next' to create Username or Password.

  6. Create a Security Phrase and Colour.

  7. Proceed to complete the registration.

Transaction Authorisation Code (TAC)

 

Question

Answer

What is Transaction Authorisation Code (TAC) on PRUAccess Plus?        

Transaction Authorisation Code (TAC) is a unique 6-digit security code that provides an additional layer of identity authentication for security purposes when you perform online transactions and to protect you against unauthorised access to your account. TAC will be sent via SMS to your registered mobile phone number with us.

When will I receive TAC?       

TAC will be sent via SMS to your registered mobile phone number when you perform the following on PRUAccess Plus:

  • Update Contact Details

  • Update Bank Account for payouts

  • Change Security Phrase & Colour

  • Change Password

  • Forgot Password

  • Forgot Username

Do I need a TAC when I login to PRUAccess Plus?

No. TAC is not required for login to PRUAccess Plus.

Will the TAC expire?  

 

Yes. TAC will expire 5 minutes from the time you receive the SMS.

 

Can I request for a new TAC?

Yes, you can request for a new TAC by clicking on “Please click here after 1 minute to request for a new TAC” in the TAC verification screen on PRUAccess Plus.

What should I do if I did not receive a TAC on my mobile phone?           

Generally, it may be due to the following reasons:

  • Your mobile phone may be outside the coverage area.

  • Instability of the WiFi connection or the network connection.

  • The network operator may be experiencing technical difficulties/maintenance or facing peak period congestion.

  • Mobile phone setting.

  • SMS short code number is blocked.

  • SMS Inbox is full.

 

Alternatively, you may call our Customer Service at 03-27710228 for assistance.

 

Do I need a TAC for every online transaction on PRUAccess Plus?        

Yes. One (1) TAC is required for each online transaction.

How long will I receive the TAC via SMS on my registered mobile phone?

The delivery time depends on the traffic volume of your mobile service provider. You can request for a new TAC by clicking on “Please click here after 1 minute to request for a new TAC”.

Will I receive a TAC on my Malaysian mobile phone number while I am residing or travelling overseas?

Yes, as long as your Malaysian registered mobile phone number is activated with international roaming service.

How many mobile phone numbers can I register for TAC?

You can only register one (1) mobile number for TAC purposes for all your policies.

Can I update my mobile phone number for TAC via PRUAccess Plus?        

  1. A) If you have not registered for PRUAccess Plus, you can update your mobile phone number using these steps:

  2. Log on to https://pruaccessplus.prudential.com.my

  3. Click on 'Registration'.

  4. Go to 'Update Mobile Number' and select 'Click Here'.

  5. Enter your New NRIC No. or select Other Identity No. (tick checkbox).

  6. Answer security questions.

  7. Enter your new mobile phone number.

 

  1. B) If you are an existing PRUAccess Plus user:

  2. Log on to https://pruaccessplus.prudential.com.my

  3. Enter your 'Username' and 'Password'.

  4. Click on 'My Transaction'.

  5. Select 'Change of Contact Details'.

  6. Tick on 'Contact Number' checkbox.

  7. Enter your new mobile phone number.

  8. Accept terms and conditions.

  9. Enter TAC received via new mobile number.

Can I update an overseas mobile phone number on PRUAccess Plus?        

Yes, you can update your overseas/international mobile phone number on PRUAccess Plus.

Change of contact details

 

Questions

Answers

What information can I update via Change of Contact Details on PRUAccess Plus?   

You can update the following information on PRUAccess Plus for active policies only:

  • Correspondence address

  • Residential address

  • Business address

  • Residence telephone number

  • Business telephone number

  • Email address

  • Mobile no. (TAC mobile no.)

 

How do I access Change of Contact Details on PRUAccess Plus?   

 

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Enter your 'Username' and 'Password'.

  3. Click on 'My Transaction'.

  4. Select 'Change of Contact Details'.

 

Will the updated contact details reflect immediately on PRUAccess Plus?        

The updated contact details will be reflected on PRUAccess Plus according to the schedule below:

  • Any successful change of contact details performed before 4.30 pm will be processed on the same business day*.

  • Any successful change of contact details performed at or after 4.30 pm will be processed on the next business day*.

  • Any successful change of contact details performed on a non-business day will be processed on the next business day*.

 

*According to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.

Can I view and download the Acknowledgment Slip after I have successfully submitted a change on PRUAccess Plus?

Yes. You can view and download the Acknowledgement Slip using the following steps :

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Enter your 'Username' and 'Password'.

  3. Click on 'My Transaction'.

  4. Select 'Transaction History'.

  5. Go to 'e-Acknowledgement Slip'.

  6. Click 'View and Download'.

 

Will there be any confirmation letter sent to me upon completion of my online change of contact details?           

There are no confirmation letters delivered by post. However, you can download the e-Acknowledgement Slip with the following steps:

  1. Click on 'My Transaction'.

  2. Go to 'Transaction History'.

  3. Go to 'e-Acknowledgement Slip'.

  4. Click 'View and Download'.

Can I update my TAC mobile number via Change of Contact Details on PRUAccess Plus?

Yes, the updated mobile phone number will automatically become your TAC mobile number.

Why is the status of my change of contact details shown as “Unsuccessful”?     

There may be a disruption during the online submission of your request. For assistance, you may call our Customer Service at 03-27710228.

Why is the status of my change of contact details shown as "Accepted for Processing"?

After you have submitted your change of contact details successfully, the status will remain as "Accepted for Processing" until the transaction is completed according to the processing time stated on the Change of contact Details page.

Online payments

 

Question

Answer

What does online payment mean on PRUAccess Plus?

You may now pay premiums online from your Current Account/Savings Account (CASA) or with your MasterCard/Visa credit/debit card or Boost e-wallet anytime, anywhere securely and hassle-free.

Who can perform the online payment on PRUAccess Plus?

Only PRUAccess Plus registered users can perform online payment.

Who is the service provider for online payment on PRUAccess Plus?

The service provider for online payment on PRUAccess Plus is iPay88.

What are the payment methods that can be used for online payment on PRUAccess Plus?   

Current Account/Savings Account (CASA),

MasterCard/Visa credit or debit card, or Boost e-wallet.

 

How do I access PRUAccess Plus online payment? 

 

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Transaction'.

  3. Select 'Online Payment'.

 

*Limited to a maximum instalment premium of RM30,000 per policy.

What should I do if the instalment premium of my policy is more than RM30,000?     

 

If the instalment premium of your policy is more than RM30,000 you can pay via other payment channels or complete the Credit/Debit Card Enrolment form. Kindly submit the form and copy of your NRIC via email to customer.mys@prudential.com.my

Can I pay using my credit or debit card issued by banks in other countries?         

 

We accept any MasterCard or Visa credit or debit card issued by banks in Malaysia* only.

 

*Banks appointed by Prudential Assurance Malaysia Berhad.

 

What should I do if I am holding a foreign credit/debit card?  

 

If you are holding a foreign credit/debit card, you may complete the Credit/Debit Card Enrolment form for recurring payments. Kindly submit the form and a copy of your NRIC via email to customer.mys@prudential.com.my

What is the transaction processing time for PRUAccess Plus online payments?      

You can perform online payments at any time of the day at your convenience. However, there is processing cut off time for a premium to be applied to the policy as stated below:

  • Any successful e-payment transactions performed before 7.30 pm will be processed on the same business day*.

  • Any successful e-payment transactions performed at or after 7.30 pm will be processed on the next business day*.

  • Any successful e-payment transactions performed on a non-working day will be processed on the next business day*.

 

*According to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.

 

Note: The information above is displayed on the Online Payment screen of PRUAccess Plus.

Is there an official receipt issued from PRUAccess Plus online payments?

There will not be an official receipt issued from online payments. However, there will be an Acknowledgement Slip and it is accessible by clicking on the 'Print' button on the Online Payment Acknowledgement screen. The Acknowledgement Slip can also be viewed, downloaded and printed from the 'Transaction History' on PRUaccess plus.

How would I know that the premium is applied successfully to my policy?

You can log in to PRUAccess Plus after the processing time stated on the Online Payment screen to view the updated Premium Due Date under My Policy. Alternatively, you can call our Customer Service at 03-27710228 for further information.

Why is my online payment transaction status “Pending” on PRUAccess Plus?

The “Pending” status indicates that the transaction is still in progress. You will not be able to perform another online payment to this policy under this status. You are encouraged to view the latest transaction status on the next business day.

Why is my online payment transaction status "Unsuccessful” on PRUAccess Plus?

An "Unsuccessful" transaction could be due to a declined credit/debit card transaction or failure in the deduction from the card used. You may try to submit the online payment again.

Online enrolment

 

Question

Answer

What is Online Enrolment on PRUAccess Plus?

Online Enrolment is a new feature made available on PRUAccess Plus that enables policyholders to enrol their credit/debit card online for recurring premium payments, effective 20 Oct 2019.

Who is the service provider for credit/debit card online enrolment on PRUAccess Plus?

The service provider for credit/debit card online enrolment on PRUAccess Plus is iPay88.

Who can perform online enrolment on PRUAccess Plus?   

Only PRUAccess Plus registered users can enroll their credit/debit cards online.

How do I enroll my credit/debit card via PRUAccess Plus?        

 

  1. Login to https://pruaccessplus.prudential.com.my

  2. Click on ‘My Transaction’.

  3. Select ‘Online Enrolment’.

*Limited to a maximum instalment premium of RM30,000 per policy.

Can I enrol my credit/debit card if the instalment premium of my policy is more than RM30,000?           

Yes, you can enrol by completing the Credit/Debit Card Enrolment form. Kindly submit the form with a copy of your NRIC via email to customer.mys@prudential.com.my

Can I use my credit/debit card for recurring premium deductions?    

 

You may enrol your credit/debit card online at PRUAccess Plus under ‘My Transaction’ followed by ‘Online Enrolment’ (Limited to a maximum instalment premium of RM30,000 per policy). Alternatively, you may complete the Credit/Debit Card Enrolment form for instalment premiums above RM30,000. Kindly submit the form with a copy of your NRIC via email to customer.mys@prudential.com.my

 

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

What is the transaction processing time for online enrolments?   

A successful online enrolment will be processed within 3-5 working days.

Can I enrol a credit/debit card that is issued by a bank in another country?   

We accept any MasterCard or Visa credit/debit cards issued by banks in Malaysia* only.

 

*Subject to your bank's confirmation on the usage of your debit card for recurring billing and banks appointed by Prudential Assurance Malaysia Berhad.

 

What should I do if I have submitted the incorrect credit/debit card number during enrolment?

You may re-login to PRUAccess Plus to update the correct credit/debit card details. However, if the previous enrolment status is “Pending”, you will not be able to perform a new enrolment until the previous one is completed. We advise that you try again after 24 hours.

How can I view my updated online transactions on PRUAccess Plus?        

 

  1. Login to https://pruaccessplus.prudential.com.my

  2. Click on ‘My Transaction’.

  3. Go to ‘Transaction History’.

 

Will there be any confirmation letters sent to me upon completion of credit/debit card online enrolment?

No. However, you can download the Acknowledgement Slip from PRUAccess Plus using the steps below:

  1. Login to https://pruaccessplus.prudential.com.my

  2. Click on ‘My Transaction’.

  3. Go to ‘Transaction History’.

 

Why do I receive an SMS alert for RM1.00 charged to my credit/debit card when I have enrolled on PRUAccess Plus?

"The RM1.00 was charged by iPay88 for pre-authorisation on the credit/debit card used for the online enrolment. This amount would not be charged in your credit/debit card statement.

(There is a note on the iPay88 screen to notify you when you perform the online enrolment).

 

After I have enrolled, will my premium amount be deducted in the next billing cycle? 

Successful enrolment does not guarantee successful deduction in the next billing cycle as it will depend on the transaction status on the actual billing date. For further assistance, call our Customer Service at 03-27710228.

Why is my online enrolment transaction status "Unsuccessful” on PRUAccess Plus?   

An "Unsuccessful" transaction could be due to an incomplete transaction on the iPay88 screen. You may try to submit the online enrolment again.

e-Statements

 

Question

Answer

What are e-Statements (also known as Online Statements)?  

e-Statement is an electronic version of your annual paper statements traditionally sent by post. The e-Statement will be conveniently accessible via PRUAccess Plus.

Who can access e-Statements on PRUAccess Plus?   

Only PRUAccess Plus registered users (policyholders) can view, download and print their e-Statements for their respective policy(s) online.

How do I access my e-Statements on PRUAccess Plus?   

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Select 'My Folder' and click on 'Statements'.

  3. Choose the Type and Year of Statement.

  4. Click on 'Download' (statement will be opened in a new tab).

What are the benefits of e-Statements?   

  • Simple, faster and cleaner. You can view your annual statements anytime, anywhere.

  • Reduce the risk of your statements going missing or stolen in the post.

  • Stay clutter-free and conserve resources by accessing statements online.

Is there a fee imposed for using the e-Statement service in PRUAccess Plus?    

There is no fee imposed for using the e-Statement service on PRUAccess Plus. e-Statement is a free service for all PRUAccess Plus users.

What type of e-Statements are available on PRUAccess Plus?   

The following e-Statements are available on PRUAccess Plus:

  • Investment-Link Insurance Plan Statement provides a summary of your fund's movement for the year.

  • Life Assurance Premium Statement for income tax preparation.

  • Universal Life Plan Statement provides a summary of your accounts and dividend payout for the year.

  • Bonus Statement informing the bonus declared for the year (Applicable for Traditional Policy only).

How many years of previous e-Statements are available on PRUAccess Plus?        

e-Statements for the last 3 years are available online. We would like to advise you to download the statements for your future reference.

Can I request for my statements that are more than 3 years old?        

Yes, you can request through the following channels for your statements that are stored within our compliance records retention period:

Will I continue to receive my annual paper statements by post?   

You will no longer receive annual paper statements by post effective 1 January 2018 for Statement Year 2017 onwards.

Do I need any special software to view and print my e-Statements?      

Yes, you will need a PDF reader and viewer to view and print your e-Statements.

Why is the error message: “M0144 - No Record Found” prompted when I click ‘Download’ on the Statements page on PRUAccess Plus?        

The error message means that the statement you have selected is unavailable or the type of statement you selected is not applicable to the policy type.

Why am I not able to download my e-Statement after clicking 'Download'?     

e-Statements cannot be opened in a new tab if the Pop-up Blocker is turned on. Kindly turn off the Pop-up Blocker before clicking the 'Download' button on the Statements page.

 

Follow these steps to turn off the Pop-up Blocker:

  1. Go to your Internet Explorer.

  2. Right click on the 'Tools' icon located at the top right.

  3. Select 'Internet options'.

  4. Click on the 'Privacy' tab and uncheck the check-box to turn off the Pop-up Blocker.

  5. Click 'OK'.

Upon completion of the above, the statement will be opened in a new tab.

e-Credit

 

Question

Answer

What is PRUAccess Plus e-Credit?

e-Credit allows PRUAccess Plus users to update their bank account details online.

Who can perform transactions with e-Credit on PRUAccess Plus?        

Only PRUAccess Plus registered users (policyholders) can register their bank account details for e-Credit.

Why do I need to update my bank account details through PRUAccess Plus e-Credit?

To ensure hassle-free and secured payments are credited to your bank account once payout has been requested.

How do I update my bank account details via e-Credit on PRUAccess Plus?

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Transaction'.

  3. Select 'e-Credit'.

 

Why do I need to select my Primary ID (New IC/Old IC/Passport No./Army Number/Singapore IC)?           

ID Type and account number must match up with the information of your intended bank account. This is to ensure successful payouts to you.

What is a Secondary ID?

Secondary ID is an optional field for customers who have both New IC and Old IC.

What if my ID at Prudential or the bank is not updated?

You are advised to update your ID with Prudential and your respective bank.

Are joint bank accounts acceptable for PRUAccess Plus e-Credit? 

Yes, joint bank accounts are acceptable. However, you must be one of the payees of the joint account. The account signatories will need to allow either one to sign. Both signatures are not required.

Are foreign bank accounts acceptable for PRUAccess Plus e-Credit? 

No, the bank account must be maintained by financial institutions that offer MEPs and Inter-Bank Giro (IBG) services in Malaysia.

What can I do if my bank account number is not updated correctly in e-Credit?

You can always re-update your bank account details in e-Credit on PRUAccess Plus.

How would I know that my bank account details are updated successfully?

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Profile' then 'My Personal Details'.

  3. The transaction status will show as ‘Successful’ for e-Credit.

What is the transaction processing time for PRUAccess Plus e-Credit?

  • Any online update of bank account details submitted before 8.00 pm will be processed on the same business day*.

  • Any online update of bank account details submitted after 8.00 pm will be processed on the next business day*.

  • Any online update of bank account details submitted on a non-business day will be processed on the next business day*.

*According to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.

Will there be any confirmation letters sent to me upon completion of e-Credit registration?    

There are no confirmation letters sent to you through post however you can download the e-Confirmation Slip with these steps:

  1. Click on 'My Transaction'.

  2. Go to 'Transaction History'.

  3. Go to 'e-Confirmation Slip' and click 'View and Download'.

Why is my e-Credit transaction status "Accepted for processing" on PRUAccess Plus?        

Upon successful submission of your bank account details, the transaction status will remain as "Accepted for processing" until the transaction is completed based on the processing time stated on the webpage of e-Credit.

Why is my e-Credit transaction status "Unsuccessful" in PRUAccess Plus?   

An "Unsuccessful" transaction could be due to a failure in receiving your bank account details. You may try to perform the update again.

e-Medical card

 

Question

Answer

What is an e-Medical card?           

An e-Medical card is a secure digital version of a Medical Card available for all PRUAccess Plus users. The e-Medical card is accessible through PRUAccess Plus.

What are the benefits of an e-Medical card?    

  • Stay clutter-free and conserve resources by accessing the medical card online.

  • Simple, Fast & Clean. You can view your e-Medical card anytime, anywhere.

  • Eliminate the possibility of the card going missing in the post.

Who has access to the e-Medical card on PRUAccess Plus?   

PRUAccess Plus registered users (the Assured) can view and download their e-Medical cards.

How do I access my e-Medical card on PRUAccess Plus?   

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Folder' and select 'e-Medical Card'.

  3. Select your Policy Number and click 'Download'.

  4. Tick the ‘Hospital Alliance Services’ notification box and click ‘Continue’.

  5. Your e-Medical Card will be displayed as a PDF.

How secure is the PRUAccess Plus e-Medical card?  

Your PRUAccess Plus e-Medical card cannot be tampered with. It is in a PDF format and is non-editable.

Is the e-Medical card available for all types of policies?         

e-Medical Card is available for policies with PRUSenior Med, PRUParent, PRUMajor Med, PRUGuard My Medical, PRUHealth, PRUFlexi Med, and PRUValue Med.

Are there any fees imposed for downloading e-Medical cards? 

No, the e-Medical card via PRUAccess Plus is available to you free of charge.

When will the e-Medical card be made available on PRUAccess Plus?        

The e-Medical card will be made available as soon as your policy takes effect.

When will Prudential stop issuing the physical medical card?

Prudential has stopped issuing physical medical cards as of 2 July 2018.

Will Prudential stop issuing physical medical cards for business policies?      

Physical medical cards will continue to be issued for employer-employee benefit policies.

Can I still request a physical medical card?           

Physical medical cards are available until 31 January 2019, without any charges. Effective 1 February 2019, medical cards for individual policies will only be available online for download via PRUAccess Plus.

Am I required to present my e-Medical card at a hospital upon admission?

 

You are required to present your NRIC (or equivalent) and/or e-Medical Card to the hospital during admission for verification purposes.

Please refer to our Hospital Alliance Services here.

Has there been a change to the admissions process after the implementation of the e-Medical Card?

The hospital admissions process remains unchanged.

Dormant user account

 

Question

Answer

Why is there an error message "M0131 - Your Account is dormant. Please click on 'Reactivate Account' in the login screen." prompted when I login to PRUAccess Plus?       

Your user account has been deactivated and become dormant as there has been no login within 545 days from the last login date.

Will I be notified prior to my user account becoming dormant?       

Yes, an SMS will be sent to your registered TAC mobile number one month before your account is deactivated.

How do I reactivate my dormant account in PRUAccess Plus? 

1. Click on “Reactivate Account” at the Login screen.
2. Key in the Security Letters displayed and click 'Confirm'.
3. Key in New NRIC/Other Identity No. and Username; Click 'Next'. 
4. TAC will be sent to your registered mobile number. Enter the TAC and click 'Confirm'.
5. You will receive a confirmation upon successful account activation.

Note: After reactivation of dormant account, you may proceed to login to PRUAccess Plus on the same day before 12am (GMT +8). Otherwise, your account will turn dormant again.

Login ID/username & password

 

Question

Answer

What should I do if I have forgotten my PRUAccess Plus username/login ID?   

  1. Click 'Forgot Username' on the Login page.

  2. Key in the Security Letters displayed and click 'Confirm'.

  3. Key in your new NRIC No./other Identity No. and click 'Next'.

  4. A TAC will be sent to your mobile no. Enter the TAC and click 'Confirm'.

  5. Your username/login ID will be displayed on the screen.

What should I do if I have forgotten my PRUAccess Plus password?      

  1. Click on 'Forgot Password' on the Login page.

  2. Key in the Security Letters displayed and click 'Confirm'.

  3. Key in your username/login ID and click 'Next'.

  4. A TAC will be sent to your mobile no. Enter the TAC and click 'Confirm'.

  5. Fill in New Password, Confirm New Password and click 'Submit'.

  6. You will receive a confirmation when your password is successfully changed.

How do I change my PRUAccess Plus password?

  1. Log on to https://pruaccessplus.prudential.com.my

  2. Click on 'My Profile'.

  3. Select 'Change Password' and complete the details.

What should I do if my user account has been locked?

 (a) If account locked due to dormancy, you may reactivate with the following steps:

1. Click on “Reactivate Account” at the Login screen.
2. Key in the Security Letters displayed and click 'Confirm'.
3. Key in New NRIC/Other Identity No. and Username; Click 'Next'. 
4. TAC will be sent to your registered mobile number. Enter the TAC and click 'Confirm'.
5. You will receive a confirmation upon successful account activation.

Note: After reactivation of dormant account, you may proceed to login to PRUAccess Plus on the same day before 12am(GMT +8). Otherwise, your account will turn dormant again.

(b) If account locked due to wrong password after 5th attempt, please call our Customer Service at +603 27710228 to reactivate the locked account.

Will my PRUAccess Plus user account expire?         

Your PRUAccess Plus account will not expire. However, it will  automatically turn dormant if there is no login within 545 days(one and a half years) from the last login date. You may reactivate your dormant account with the following steps:
1. Click on “Reactivate Account” at the Login screen.
2. Key in the Security Letters displayed and click 'Confirm'.
3. Key in New NRIC/Other Identity No. and Username; Click 'Next'.
4. TAC will be sent to your registered mobile number. Enter the TAC and click 'Confirm'.
5. You will receive a confirmation upon successful account activation.

Note: After reactivation of dormant account, you may proceed to login to PRUAccess Plus on the same day before 12am(GMT +8). Otherwise, your account will turn dormant again.

What should I do if I am unable to login?         

Failed login can be due to various reasons. For assistance, please call our Customer Service at +603 27710228.

What precautions can I take to protect my username/login ID and password?      

It is recommended that you do the following:

  • Do not reveal your username/login ID and password to anyone.

  • Make sure that no one is looking at your screen when you key in your username/login ID and password.

  • Make sure that your computer system is secured.

  • Always logout when you have completed your online transactions or inquiries.

  • Avoid accessing PRUAccess Plus from a public area e.g. a cyber cafe. If you do, remember to clear your cache after each session.

  • Avoid storing your password when using internet browsers. The "AutoComplete" function in some browser stores and captures possible matches from entries you have entered. You can prevent password storing by turning off the "AutoComplete" function.

Why do I get the error message "Your username and password cannot be the same"?           

This message will be displayed if the same username and password is used. This is a security measure. We advise you to key in a different password to proceed.

Can I change my username in PRUAccess Plus?        

No, your username cannot be changed after you have successfully registered for PRUAccess Plus. Your username is a unique identification when logging in to PRUAccess Plus.

Phishing scams

 

Question

Answer

What is phishing?       

Phishing is a process where someone tricks you into giving them your personal information such as your user IDs, passwords, policy details, or credit card details so that they can gain access to your online accounts.

 

Victims are known to receive phone calls, SMS or emails from individuals claiming to be from the Company or a partner, asking for personal information to re-register, update your accounts, or reset your passwords.

How do I recognise a phishing scam/site?      

Here are a few ways you can spot a phishing scam:

  • You receive a phone call, SMS or email asking you to provide personal/security information or a TAC.

  • A phishing email link, when clicked, will open into an unsecure login site, with its URL most likely to begin with http, instead of the secure https.

  • The phishing site's URL may contain misspelled words, like "PRUAcess" instead of PRUAccess.

How do I prevent phishing attempts?       

Here are several safety tips to minimise threats of phishing and similar scams:

  • Ensure that you always verify your 'Security Phrase and Colour' before attempting to key in your password on the Login page.

  • Do not trust any phone calls, SMS, email, web and chat that requests for your personal details and identity.

  • Never click on a URL link in an email or fill out forms in email messages and unofficial websites.

  • Go directly to the related website to access and manually key in the company's website address in the browser's URL bar.

  • Keep up-to-date with the latest security patches. Update your Operating System and internet browser with the latest patches, to make sure that all security and critical patches are applied. Use an antivirus software and, if possible, personal firewalls. Make sure that your antivirus software is up to date with the latest signatures.

  • We also recommend having your PC scanned regularly on a popular antivirus website.

  • If an online money-making scheme seems too good to be true, it probably is. This generally holds true for off-line schemes as well.