Dear Customers,

With the recent announcement of the the identified red zones, please be informed that our Tawau, KK & Sandakan branch will be closed until further notice. However, our branches in Kuala Lumpur & Selangor remain open during this Conditional Movement Control Order (CMCO).

We encourage you to access our services online or through your Prudential Agents. If you absolutely need to visit any of our other branches, please book your appointment here. 

We are committed to serving you via our online channels, which are safe, convenient and accessible anytime, anywhere. Below are the information regarding the various channels to assess essential services during this pandemic period.


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:

i) Login to PRUAccess Plus

ii) 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,

i) Login to PRUAccess Plus

ii) 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.

If you absolutely need to visit our branch (those which are opened), please make an appointment, declare your health condition and recent travel history at least 1 business day in advance here.
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