QuestionsAnswers
Who can register as a PRUaccess plus user? Any Prudential life insurance policyholder (assured) with at least one (1) active policy can register as a PRUaccess plus user.
Can a Life Assured or Nominee register for PRUaccess plus? No. Only the life insurance policyholder (assured) with at least one (1) active policy can register as a PRUaccess plus user.
Do I need to register for each of my policies? No. Only a one time registration with any active policy is required.
How do I register for PRUaccess plus?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'Registration'.
  3. Key in your policy number and NRIC/passport/other identity no.
  4. Click on 'Next'.
  5. Enter the 6-digits TAC that was sent via SMS to your registered mobile number.
  6. Click on 'Confirm'.
  7. Create Username and Password.
  8. Create Security Phrase and Colour.
  9. Click on 'Next'.
  10. Read and accept the Terms and Conditions of using PRUaccess plus.
  11. Complete registration by clicking on 'I Agree'.
Why do I have to create a security phrase? It is an additional security measure to help you ensure that you are logging in to the correct account. This security phrase and colour will be displayed at every subsequent login.
How do I include these security measures? At the point of registration or activation, you will be prompted to choose a colour and create a security phrase. DO NOT enter your password; please choose a phrase that you can easily remember. The length of the phrase is up to 30 alphanumeric characters (ie. A-Z, 1-9).
Can I change the security phrase and colour after successful registration?
  1. Login to https://pruaccessplus.prudential.com.my.
  2. Click on 'My Profile'.
  3. Select 'Change Security Colour & Phrase'.
  4. Choose a new colour and key in a new phrase. DO NOT enter your password; please choose a phrase that you can easily remember. The length of the phrase is up to 30 alphanumeric characters (ie. A-Z,1-9).
  5. Ensure your Colour and Security Phrase are correct. Then click 'Next'.
  6. TAC will be sent via SMS to your mobile phone. Key in the correct TAC and you will receive a confirmation message.
What should I do if I am not able to register successfully? Registration failures may be due to various reasons. For assistance, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
What if my mobile number is incorrect or has not been registered with Prudential? If the mobile number is incorrect or not registered, you will not be able to receive TAC to complete registration or login.  To update your mobile number, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
Why do I receive an Activation Code via SMS or email? Activation codes are sent to Prudential life insurance policyholders (assured) who have not registered for PRUaccess plus and are having at least one (1) active policy.
What should I do with the Activation Code? Click on the PRUaccess plus link in the SMS or email and follow the steps below:
  1. Enter the 6-digit activation code and NRIC/Other Identity No.
  2. Create Username and Password.
  3. Create Security Phrase and Colour.
  4. Click on 'Next'.
  5. Read and accept the Terms and Conditions of using PRUaccess plus.
  6. Complete registration by clicking on 'I Agree'.
Will the Activation Code expire? Yes. The Activation Code will expire after 90 days.
What should I do if the Activation Code has expired or has been deleted? You may still register manually in PRUaccess plus with the following steps:
  1. Logon to https://pruaccessplus.prudential.com.my.
  2. Click on 'Registration'.
  3. Complete the simple registration steps.
  4. Click on 'Next'.
  5. Read and accept the Terms and Conditions of using PRUaccess plus.
  6. Complete registration by clicking on 'I Agree'.

Alternatively, please call our Customer Service at +603 2116 0228 or visit our nearest branch for are send of Activation Code via SMS to your registered mobile number.
What is the difference between Registration and Activation? Activation is a simplified registration process for customers who receive a 6-digit Activation Code sent via SMS or email.

 

QuestionsAnswers
What is TAC and why do I need it? Transaction Authorisation Code (TAC) is a unique 6-digit security code that provides an additional layer of identity authentication for security purposes when you perform online transactions and to protect you against unauthorized access to your account. TAC will be sent via SMS to your registered mobile phone number with us.
How much time do I have before my TAC expires? For your online access security, your TAC can only be used while you are still logged on to PRUaccess plus. Your TAC will expire after 5 minutes.
Can I request for a TAC at the Prudential branch, via email or by calling Customer Service? No. TAC can only be requested via PRUaccess plus and your TAC will be sent via SMS to your registered mobile phone number.
Do I need a TAC each time I login to PRUaccess plus? Yes. TAC is required each time you login to PRUaccess plus.
Do I need a TAC for every transaction? Yes. One (1) TAC is required for each transaction or request.
Can I cancel or deactivate my TAC? Yes. You may simply delete or ignore the SMS that contains the TAC.
How many mobile phone numbers can I register for TAC? You may only register one (1) mobile number for TAC purposes for all your policies.
Can I register my mobile number for TAC via PRUaccess plus? No. Your mobile number for TAC may be registered by calling our Customer Service at +603 2116 0228 or visiting our nearest branch.
How do I change my mobile number for TAC? You may change your mobile number for TAC by calling our Customer Service at +603 2116 0228 or visiting our nearest branch.
How long does it take to receive TAC via mobile phone (SMS)? The delivery time depends on the traffic volume of your mobile service provider. You may request for a new TAC by clicking on 'Please click here after 1 minute to request for a new TAC'.
I entered my TAC as requested but received an error message, why? An error message will be prompted for the following reasons:
  • Your TAC is invalid.
  • Your TAC has expired.
You may request for a new TAC by clicking on 'Please click here after 1 minute to request for a new TAC'.

 

QuestionsAnswers
What can I change using the online Change of Contact Details in PRUaccess plus? You may perform the following changes online for active policies only:
  • Correspondence Address
  • Residential Address
  • Business Address
  • Mobile telephone number
  • Residence telephone number
  • Business telephone number
  • Email address
How do I access to the online Change of Contact Details?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Transaction'
  3. Select 'Change of Contact Details'
Will the changes to my contact details be updated immediately? No. The changes performed in Change of Contact Details are updated as below:
  • Any successful change of contact details transaction performed before 4.30pm will be processed on the same business day*.
  • Any successful change of contact details transaction performed at or after 4.30pm will be processed on the next business day*.
  • Any successful change of contact details transaction performed on non-business day will be processed on the next business day*.
*according to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.
Can I view, print and download the Acknowledgment Slip for the online change of contact details upon successful submission? Yes. The Acknowledgment Slip can be viewed, downloaded and printed from the 'Transaction History' in PRUaccess plus.
Will there be any confirmation letters sent to me upon completion of my online change of contact details? There are no confirmation letters sent to you via post however you can download the E-Confirmation Slip by:
  1. Click on 'My Transaction'
  2. Go to 'Transaction History'
  3. Go to 'E-Confirmation Slip' and click 'View and Download'
Can I change my TAC mobile number by updating the online Change of Contact Details? No. In order to update your TAC mobile number, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
Why is my Change of Contact Details request "Unsuccessful" in PRUaccess plus? There may have been a failure during the online submission of your request. For assistance, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
Why is my transaction status "Accepted for Processing" in PRUaccess plus? Upon successful submission of your update request, the transaction status will remain as "Accepted for Processing" until the transaction is completed based on the processing time stated on the webpage of the online Change of Contact Details.

 

QuestionsAnswers
What does PRUaccess plus online payment offer? PRUaccess plus online payment enables the payment of policy premiums and/or automatic premium loans.
Who is the PRUaccess plus online payment service provider? The online payment service provider is CIMB Bank (M) Berhad.
What type of debit and credit cards can be used for the PRUaccess plus online payment? Visa / Master Debit and Credit cards can be used for online payment.
How do I access PRUaccess plus online payment?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Transaction'
  3. Select 'Online Payment'
What is the transaction processing time for PRUaccess plus online payment? You can perform online payment any time of a day at your convenience. However, there is a processing cut off time for premium to be applied to the policy as stated below:
  • Any successful e-payment transaction performed before 4.30pm will be processed on the same business day*.
  • Any successful e-payment transaction performed at or after 4.30pm the premium will be processed on the next business day*.
  • Any successful e-payment transaction performed on non-working day, the premium will be processed on the next business day*.
* according to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.
Note: The information above is displayed on the Online Payment screen of PRUaccess plus.
Is there an official receipt issued from PRUaccess plus online payment? There will not be an official receipt issued from online payment. However, there will be an Acknowledgement Slip and it is accessible by clicking on the 'Print' button on the Online Payment Acknowledgement screen. The Acknowledgment Slip can also be viewed, downloaded and printed from the 'Transaction History' in PRUaccess plus.
How would I know that the premium is applied successfully to my policy? You can login to PRUaccess plus after the processing time stated on the Online Payment screen to view the updated Premium Due Date under My Policy. Alternatively, you may call our Customer Service at +603 2116 0228 for further information.
Why is my online payment transaction status “Pending” in PRUaccess plus? The “Pending” status indicates that the transaction is still in-progress. You will not be able to perform another online payment to this policy under this status. You are encouraged to view the latest transaction status on the next business day.
Why is my online payment transaction status "Unsuccessful” in PRUaccess plus? An "Unsuccessful" transaction could be due to a declined credit/debit card transaction or failure in the deduction from the card used. You may try to submit the online payment again.

 

QuestionsAnswers
What are e-Statements (also known as Online Statements)? e-Statement is an electronic version of your annual paper statements traditionally sent via post. The e-Statement will be conveniently accessible via PRUaccess plus.
Who can access to e-Statements in PRUaccess plus? Only PRUaccess plus registered users (policyholder) can view, download and print their e-Statements for their respective policy(s) online.
How do I access my e-Statements in PRUaccess plus?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Select 'My Folder' and click on 'Statements'
  3. Choose the Type and Year of Statement
  4. Click on 'Download' (statement will be opened in a new tab)
What are the benefits of e-Statements? Simple, Faster & Cleaner – You can view your annual statements anytime, anywhere.
Safer - Reduce the risk of your statements being lost or stolen in the post.
Greener - Stay clutter free and conserve resources (paper) by accessing statements online.
Is there a fee imposed for using the e-Statement service in PRUaccess plus? There is no fee imposed for using e-Statement service from PRUaccess plus. e-Statement is a FREE service to all PRUaccess plus users.
What type of e-Statements are available in PRUaccess plus? The following e-Statements are available in PRUaccess plus:
  • Investment-Link Insurance Plan Statement provide summary of your funds movement for the year.
  • Life Assurance Premium Statement for income tax preparation.
  • Universal Life Plan Statement provide summary of your accounts and dividend payout for the year.
  • Bonus Statement informing the bonus declared for the year (Applicable for Traditional Policy only).
How many years of previous e-Statements are available in PRUaccess plus? e-Statements for the last 3 years are available online. We would like to advise you to download and retain these statements for your future reference.
Can I request for my statements that are more than 3 years old? Yes, you can request through the following channels for your statements that are stored within our compliance records retention period:
  • Call our Call Centre
  • Visit our nearest branch
  • Email to customer.mys@prudential.com.my
Will I continue to receive my annual paper statements via post? You will no longer receive annual paper statements via post effective 1st January 2018 for Statement Year 2017 onwards.
Do I need any special software to view and print my e-Statements? Yes, you need a PDF reader and viewer to view and print your e-Statements.
Why is the error message: “M0144 - No Record Found” prompted when I click on the ‘Download’ button in the Statements page in PRUaccess plus? The statement that you have selected is unavailable or the type of statement you selected is not applicable to the policy type.
Why am I not able to download my e-Statement after clicking the 'Download' button? e-Statements cannot be opened in a new tab if the Pop-up Blocker is turned on. Kindly turn off the Pop-up Blocker before clicking the 'Download' button in the Statements page.
Follow these steps to turn off the Pop-up Blocker:
  1. Go to Internet Explorer.
  2. Right click on the 'Tools' icon located at the top right.
  3. Select 'Internet options'.
  4. Click on 'Privacy' tab, un-check the check-box to turn off the Pop-up Blocker.
  5. Click 'OK'.
Upon completion of the above, the statement will be opened in new a tab.

 

QuestionsAnswers
What is PRUaccess plus eCredit? eCredit enables PRUaccess plus users to update their bank account details online.
Who can perform eCredit in PRUaccess plus? Only PRUaccess plus registered users (policyholder) can register their bank account details for eCredit.
Why do I need to update my bank account details via PRUaccess plus eCredit? To ensure hassle free and secured payment credited into your bank account once a payout has been requested.
How do I update my bank account details via eCredit in PRUaccess plus?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Transaction'
  3. Select 'eCredit'
Why do I need to select my Primary ID (New IC / Old IC / Passport Number / Army Number / Singapore IC)? ID Type and account number must tally with the information of your intended bank account. This is to ensure successful payouts to you.
What is Secondary ID? The Secondary ID is an optional field for customers who are having both New IC and Old IC.
What if my ID at Prudential or bank is not updated? You are advised to update your ID with Prudential and respective bank.
Are joint bank accounts acceptable for PRUaccess plus eCredit? Yes. Joint bank accounts are acceptable however you must be one of the payees of the joint account. The account signatories will need to allow either one to sign and not both signatures required.
Are foreign bank accounts acceptable for PRUaccess plus eCredit? No. The bank account must be maintained by financial institutions that offer MEPs and Inter-Bank Giro (IBG) services in Malaysia.
What can I do if my bank account number is not updated correctly in eCredit? You can always re-update your bank account details in eCredit via PRUaccess plus.
How would I know that my bank account details are updated successfully?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Profile' then 'My Personal Details'
  3. Transaction status will show as ‘Successful’ for eCredit
What is the transaction processing time for PRUaccess plus eCredit?
  • Any online update of bank account details submitted before 8.00pm will be processed on the same business day*.
  • Any online update of bank account details submitted after 8.00pm will be processed on the next business day*.
  • Any online update of bank account details submitted on non-business day will be processed on the next business day*.
*according to the business days of Prudential Assurance Malaysia Berhad in Kuala Lumpur.
Will there be any confirmation letters sent to me upon completion of eCredit registration? There are no confirmation letters sent to you via post however you can download the E-Confirmation Slip by:
  1. Click on 'My Transaction'
  2. Go to 'Transaction History'
  3. Go to 'E-Confirmation Slip' and click 'View and Download'
Why is my eCredit transaction status "Accepted for processing" in PRUaccess plus? Upon successful submission of your bank account details, the transaction status will remain as "Accepted for Processing" until the transaction is completed based on the processing time stated on the webpage of eCredit.
Why is my eCredit transaction status "Unsuccessful" in PRUaccess plus? An "Unsuccessful" transaction could be due to a failure in receiving your bank account details. You may try to perform the update again.

 

QuestionsAnswers
What is eMedical card? eMedical card is a secure digital version of Medical Card made available to PRUaccess plus users. The eMedical card will be conveniently accessible via PRUaccess plus.
What are the benefits of eMedical card?
  • Greener - Stay clutter-free and conserve resources (physical card) by accessing the medical card online.
  • Simple, Fast & Clean – You can view your eMedical card anytime, anywhere.
  • Safer – Eliminate the possibility of the card getting lost in the post.
Who can have access to eMedical card in PRUaccess plus? PRUaccess plus registered users (Assured) can view and download their eMedical card.
How do I access to my eMedical card in PRUaccess plus?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Folder' and select 'eMedical Card'
  3. Select your Policy Number and click 'Download'
  4. Tick the ‘Hospital Alliance Services’ notification box and click ‘Continue’
  5. Your eMedical Card will be displayed in PDF version
How secure is PRUaccess plus eMedical card? Your PRUaccess plus eMedical card is in PDF format and is non editable.
Is the eMedical card available for all types of policies? eMedical Card is for policies with PRUsenior med, PRUparent, PRUmajor med, PRUguard my medical, PRUhealth, PRUflexi med and PRUvalue med.
Are there any fees imposed for downloading eMedical cards? eMedical card via PRUaccess plus is available free of charge.
When will the eMedical card be made available in PRUaccess plus? The eMedical card will be made available upon commencement of policy.
When will Prudential stop issuing the physical medical card? Prudential will no longer issue physical medical cards effective 2nd JuLY 2018. (Except for employer – employee benefit policies).
Can I still request for a physical medical card? No. Medical cards will only be available online for download via PRUaccess plus.
Am I required to present my eMedical card at a hospital upon admission? You would be required to present your NRIC (or equivalent) and/ or eMedical Card to the hospital during admission for verification purposes.
Please refer to our Hospital Alliance Services at the link provided:- https://www.prudential.com.my/en/our-services/medical-card-services/medical-card-services-process/
Is there a change in admission process after the implementation of eMedical Card? The hospital admission process remains unchanged.
QuestionsAnswers
Why is there an error message "M0131 - User Account is inactive" prompted when I login to PRUaccess plus? Your user account has been deactivated and become dormant due there has been no login within 365 days from the last login date.
Will I be notified prior to my user account becoming dormant? Yes. SMS will be sent to your registered TAC mobile number one month prior to your account becoming dormant.
What should I do if my PRUaccess plus account has become dormant? You may request for reactivation of your account by calling our Customer Service at +603 2116 0228 or visiting our nearest branch to complete the PRUaccess plus Service Request Form.

 

QuestionsAnswers
What should I do if I forgot my PRUaccess plus username / login ID?
  1. Proceed to the Login page. Click on 'Forgot Username'.
  2. Key in the Security Letters displayed and click 'Confirm'.
  3. Key in New NRIC No. / Other Identity No. and click 'Next'.
  4. TAC will be sent to your mobile telephone number. Enter the TAC and click 'Confirm'.
  5. Your username / login ID will be displayed on screen.
What should I do if I forgot my PRUaccess plus password?
  1. Proceed to the Login page. Click on 'Forgot Password'.
  2. Key in the Security Letters displayed and click 'Confirm'.
  3. Key in Username and click 'Next'.
  4. TAC will be sent to your mobile telephone number. Enter the TAC and click 'Confirm'.
  5. Key in New Password and Confirm New Password then click 'Submit'.
  6. You will receive a confirmation upon successful change of password.
How do I change my PRUaccess plus password?
  1. Log on to https://pruaccessplus.prudential.com.my
  2. Click on 'My Profile'.
  3. Select 'Change Password' and complete the details.
What should I do if my user account has been locked? Please call our Customer Service at +603 2116 0228 or visit our nearest branch.
Will my PRUaccess plus user account expire? Your PRUaccess plus account will not expire. However, it will be automatically deactivated if there is no login for 365 days after your last login date. To re-activate your PRUaccess plus account, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
What should I do if I am unable to login? For assistance, please call our Customer Service at +603 2116 0228 or visit our nearest branch.
What precautions can I take to protect my username/login ID and password? It is recommended that you do the following:
  • Do not reveal your Username / Login ID and Password to anyone.
  • Ensure there is no one looking at your screen when you key in your Username/Login ID and Password.
  • Ensure that your computer system is secured.
  • Always logout when you have completed your online transactions or inquiries.
  • Avoid accessing PRUaccess plus from a public area e.g. a cyber cafe. However, if you need to, please remember to clear your cache after each session.
  • Avoid storing your password when using internet browsers. The "AutoComplete" function in some browser stores and captures possible matches from entries you entered previously. You can prevent password storing by deactivating the "AutoComplete" function.
Why do I get the error message "Your username and password cannot be the same"? This message will be displayed if the same username and password is used. This is a security measure and you are advised to key in a different password in order to proceed.
Can I change my username in PRUaccess plus? No. Your username cannot be changed after you have successfully registered for PRUaccess plus. The username is a unique identification when logging in to PRUaccess plus.

 

QuestionsAnswers
What is PRUaccess plus? PRUaccess plus is a web portal which provides you (assured) the accessibility to view your life insurance policy information and perform online services securely anytime, anywhere.
Who can register as a PRUaccess plus user? Any Prudential life insurance policyholder (assured) with at least one (1) active policy can register as a PRUaccess plus user.
What are the services available in PRUaccess plus? PRUaccess plus provides you with the following services:
  • Policy details
  • Premium / Payment details
  • Claims details
  • Sales channel information
  • Product and Marketing information
  • Branch and Panel Hospital directory
  • Download forms
  • Change personal security profile (password, security phrase and colour)
  • View Funds Report
  • Online change of contact details
  • Online payment
  • Online updating of bank account details
  • View and download eStatements
  • View and download policy document
  • View and download eMedical Card
QuestionsAnswers
What is phishing? Phishing is a process where someone tricks you into giving them your personal information which may include your user IDs, passwords, policy details, or credit card details, so that they can gain access to your online accounts.
Victims are known to receive phone calls, SMS or emails claiming to be from the company or a partner, asking for personal information to re-register, update your accounts or reset your passwords.
How do I recognise a phishing scam / site? Here are a couple of ways you can spot a phishing scam:
  • You receive a phone call, SMS or email asking you to provide personal/ security information or TAC.
  • A phishing email link, when clicked, will open into an un-secure login site, with its URL most likely to begin with http, instead of the secure https.
  • The phishing site's URL may contain misspelled words, like "PRUacess" instead of PRUaccess.
How do I prevent phishing attempts? Here are several safety tips to minimise threats of phishing and similar scams:
  • Ensure that you always verify your 'Security Phrase and Colour' before attempting to key in your Password in the Login page.
  • Do not trust any phone calls, SMS, e-mail, web and chat that requests for your personal details and identity.
  • Never click on a URL link in an e-mail or fill out forms in e-mail messages and un-trusted websites.
  • Go directly to the related web site to access and manually key in the company's web site address in the browser's URL bar.
  • Keep up-to-date with the latest security patches. Update your Operating System and internet browser with the latest patches, making sure all security and critical patches are applied. Use anti-virus software and, if possible, personal firewalls. Ensure your anti-virus software is up to date with the latest signatures.
  • Scanning your PC regularly from a popular anti-virus web site is also recommended.
  • If an online money-making scheme seems too good to be true, it probably is. This generally holds true for off-line schemes as well!
Back to Top