Delivering on Our Promises in the New Normal

Delivering on Our Promises in the New Normal

2020 has emerged as one of the most extraordinary and challenging years for many of us around the world. Here in Malaysia, multiple movement control orders (MCOs) have been implemented by the government to help flatten the curve and curb the spread of the Covid-19 pandemic. Understanding the even greater need to feel safe and secure, Prudential Malaysia introduced several initiatives to provide enhanced protection for our customers while ensuring continuity of services during a disruptive time.

COVID-19 Protection

Here in Prudential, our We DO spirit means continuously going the extra mile for our customers, especially in these trying times. We became the first insurer in Malaysia to waive the exclusion in medical policies and certificates on communicable diseases requiring quarantine by law through our Special Covid-19 Coverage. Under the coverage, our customers are entitled to RM1,000 cash relief upon diagnosis and hospitalisation, as well as a RM10,000 death benefit due to Covid-19. For customers who registered for the special coverage via Pulse by Prudential, our health and wellbeing super-app, the amount is doubled – to RM2,000 cash relief and RM20,000 death benefit.

In response to the continuously evolving Covid-19 situation, we enhanced the coverage to also include non-customers, with the intent to provide the right level of benefits over a broader population and over a longer period of time to provide peace of mind to all Malaysians. Non-customers only needed to register via our Pulse app to be eligible to receive free Covid-19 coverage, which provides them with a RM1,000 cash payout upon hospitalisation. More about our Special Covid-19 Coverage here.

COVID-19 Relief

For our policy or takaful certificate holders who are financially affected by the pandemic or the MCO, there is also a relief programme available where they can apply for a grace period of three months to pay their premium/contribution. During this period, they will still be covered by their insurance policy or takaful certificate.

Digital Services to Protect Health & Safety

In our efforts to protect the health and safety of our customers during this period, we are encouraging them to utilise our digital services for their policy servicing and payment needs. We also understand our customers’ need to engage with their agents on a more personal basis, which is why our Virtual Face-to-Face feature that is available on Pulse, helps to connect them. To reduce the need for physical meetings between our customers and their agents, we also introduced tele-underwriting. This has allowed us to contact the customers directly to complete selected underwriting requirements through a recorded phone conversation, as opposed to the need to complete a physical questionnaire or form.

Broadening Access to Affordable Healthcare

As part of our commitment to make healthcare affordable and accessible to everyone, we have made Pulse free to download for all Malaysians. Our customers have access to free online consultation on Pulse while non-customers can also enjoy the service free upon completion of a health-check available on the app. Besides that, they can keep themselves updated with health tips and the latest developments on COVID-19 through links that we have made available to local and international sources of information. Some of the health content includes Covid-19 preventive tips, which they can read about and then claim a bottle of hand sanitiser for just RM1 from Watsons.

As we continue to bounce forward during these extraordinary times, we will remain focused on delivering on our promises to help people get the most out of life by providing financial freedom and peace of mind to all Malaysians in the new normal.