Status of Branch Operations

Dear Customers,

The number of COVID-19 cases in Malaysia is increasing at a very alarming rate and has necessitated a Total Lockdown as announced by our Prime Minister. To play our part in ensuring the health and safety of our employees, distribution partners, customers, and communities, Prudential in Malaysia has decided to temporarily close all our branches during the Total Lockdown period starting from 1 June 2021.

We would like to assure our customers that our business is still operating to support the following essential services:

  • 24/7 Hospital Alliance Services – issuance of guarantee letters for medical treatment or hospital admissions

  • Claims processing

  • Renewal of policies/certificates

During this time, please use our available online platforms which are safe, convenient and accessible anytime, anywhere.

Details as below:


Online Payment for Insurance Premium

Customers who used to make payments at our branch offices may now use the following online channels, which are safe and easy:

Claim Submission


You may submit e-claims through your Prudential agent or email the completed claim form with all relevant supporting documents to


Service Request Submission

You may either seek assistance from your Prudential agent to help you with e-submission, or download various servicing request forms from our Corporate Website. Simply complete the form and email it to

IMPORTANT: To safeguard our customers’ interest and ensuring authenticity of the requests, we will only be accepting forms received from the email address that you have registered with us.  To avoid any unnecessary delay, please update your contact details, including email address and mobile number via PRUAccess Plus.

Policy Payout and Refund

We will be making due payout/refund via online bank transfers as we cease cheques issuance during the MCO period. Please register your bank account details with us by following these simple steps:

  1. Login to PRUAccess Plus

  2. Go to ‘My Transaction’ followed by ‘eCredit’

Policy Related Communications

There will be no physical letter sent during the MCO period. We will be making your policy related letters available by phases in PRUAccess Plus. You will receive SMS notification whenever we uploaded any letter onto the customer portal for you.  Hence, it is important that you update your mobile number as mentioned under item 3 above, so that you will not miss our SMS notifications.

To view your policy letters,

  1. Login to PRUAccess Plus

  2. Go to ‘My Folder’ followed by ‘Letter/Notification’

Access to Policy Information

You may also access your policy information, make simple self-service transactions and even make payment online via our customer portal PRUAccess Plus.

Meanwhile, our Call Center 03 – 2771 0228 (available Monday-Friday, 8.30am - 5.15pm, excluding Public Holidays) is ready to guide you should you need any help accessing the above online services.

We would also like to assure you that our Hospital Alliance Services remain available 24/7 to facilitate issuance of guarantee letters for medical treatment or hospital admissions.