Step 1 : Claim Approval & Service Notification

Once your claim is approved, you will receive an email from Prudential Assurance Malaysia Berhad (PAMB) confirming your approved claim, your eligibility for homecare support, and outlining the Value‑Added Services available to you. The email will also state your Homecare Programme entitlement.

Step 2 : Contact a Homecare Partner

You may reach out to the Homecare Programme service provider or visit https://www.famguardathome.com/ for more information.

Step 3 : Complimentary Consultation and Care Assessment

Your selected service provider will arrange a complimentary consultation to understand your condition, care needs, and family expectations. This includes a physical care assessment conducted by a staff nurse, either at home or in the hospital.

Step 4 : Start Your Homecare Services

Based on the assessment, you may select the caregiving services that best suit your needs. Your Homecare Programme will then begin as scheduled, subject to your approved entitlement.

This service is made applicable to all Life Assured under any of the eligible plans listed below and is provided on a complimentary basis, subject to availability. The service shall cease upon termination of the eligible plan:

1. Critical Care Plus with Rider Sum Assured of at least RM250,000

2. Total Multi Crisis Care with Rider Sum Assured of at least RM250,000

3. PRULive Well with Monthly Income Benefit of at least RM5,000

1. The Homecare Programme is a value-added service provided by a third-party service provider contracted with Prudential Assurance Malaysia Berhad (“PAMB”) to assist PAMB's eligible customers with activities of daily living and recovery companion support, including preparation for and accompaniment to medical appointments, at no additional charge. It does not form part of the contractual benefit provided under your policy.

2. Please refer to the Corporate Website of PAMB (www.prudential.com.my) for the eligible plans, information on the Service Provider and the types of services provided, as well as the Frequently Asked Questions and terms and conditions for this service. The Homecare Programme is not guaranteed, subject to availability and may be subject to additional terms and conditions as may be imposed by PAMB and/or the third-party service provider from time to time.

3. The eligible customers acknowledge that their participation in the Homecare Programme is voluntary and at their own risk, and they remain solely responsible for all decisions relating to their health, care and wellbeing.The eligibile customers are advised to seek appropriate professional or medical advice, where necessary.

4. All services under the Homecare Programme are provided by an independent third-party service provider engaged by PAMB. The third-party service provider is not an agent, an employee, a partner or a representative of PAMB and nothing herein shall be deemed to create any agency, partnership or joint venture relationship between PAMB and the third-party service provider.

5. PAMB shall not be responsible for any act, omission, default, misconduct, breach or negligence of the third-party service provider in its provision of services, treatments, recommendation, opinions and advice. Any service, treatment, recommendation, products, opinions, advice or solicitation of any kind provided by the third-party service provider is not sold, endorsed or promoted by PAMB, and PAMB shall not be responsible and/or liable in respect thereof.

6. PAMB makes no representation, warranty or undertaking, whether express or implied, as to the quality, standard, fitness, safety, continuity, suitability and availability of the Homecare Programme provided by the third-party service provider. All services are provided on an "as is" and "as available" basis.