Making a claim

  • Prudential Branch Officers
  • Prudential Business Development Executive/Manager

You may contact your agent or Customer Service at 03-2116 0228 or you can also write to us at customer.mys@prudential.com.my.

You may submit the completed forms and supporting documents to us via your agents or directly to us.

Once a claim has been submitted to us, we will assess it based on the terms and conditions of the policy.

When a decision has been made or in the event that we require further clarification or details, we will notify you in writing.

Once a claim has been submitted to us, you may contact your agent, Customer Service at 03-2116 0228 or write to us at customer.mys@prudential.com.my for more information on your claims progress.

You may write in your appeal, together with relevant supporting documents for us to reassess your claims again.

The time taken will depend on the complete-ness of the documentation received.

For death claims, the claims cheque will be issued to the beneficiary or the assignee of the policy. For life claims, the claims cheque will be issued to the assured/policy owner or the assignee of the policy.

Yes. You may submit your claims documentation to us and we will assess it in accordance with your policy terms and conditions. Please refer to the amount that was not covered by your employer/other insurers for the document requirements.

Pre-hospitalisation refers to the expenses incurred at the clinic/hospital prior to your admission to the hospital.

E.g. you consulted your nearby clinic for fever and your doctor referred you to be admitted to the hospital for dengue fever. In this scenario, you may claim for the clinic consultation payment under pre-hospitalisation.

Important note: Eligibility of the claim would be subjected to your policy terms and conditions.

Post-hospitalisation refers to the expenses incurred at the specialist clinic/hospital after your admission and subsequent discharge from the hospital.

E.g. after your discharge from the hospital, you go for a follow-up with your doctor. In this scenario, the payment for the follow-up will be part of the post-hospitalisation expenses.

Important note: Eligibility of the claim would be subjected to your policy terms and conditions.

Tip: if your follow-up is with a different doctor, please ask the doctor to indicate on the rececipt the diagnosis and the type of treatment endorsed by the doctor.

EAT refers to consultation and medical expenses incurred upon an accident. For example, you suffer injuries due to an accidental fall and seek treatment for the injuries sustained.

Important note: only applicable if medical treatment is sought within 48 hours from the accident and for expenses incurred within 30 days from the date of the accident.

Tip: if your medical bills are below RM500.00, please ask the doctor to indicate the date of accident, nature of accident and the type of treatment on the receipt.

Co-insurance is a cost sharing arrangement between you and the insurer whereby you will need to pay a specified percentage of the cost of your eligible benefit. 

For overseas medical expenses, please submit in your claim and we shall assess it accordingly as per the terms and conditions stated in your annexure.

HAS waiting period is applied within the first 90 days from policy cover date in which no Guarantee Letter facility is available except for accident case. However, claims can still be submitted under reimbursement basis subject to terms and conditions.

Back to Top