FAQ

What is the First Premium?
The first payment received by Prudential together with the new proposal for purchase of insurance.

Why is first premium acknowledgement important to me?
Upon acknowledgment, we will provide the proposed life with accidental death cover equivalent to the proposed sum assured (but not more than RM500,000) for a maximum period of 90 days from the date of the acknowledgment  and shall only be given if the proposal is acceptable by us on standard rates.

If payment is made by cheque, the cheque must be honored be this accidental death coverage is given.

How long will I be covered under this accidental death coverage?
The accidental death coverage is temporary and will stop once we accept or decline the said proposal, or once we refund the first premium payment, or once 90 days from the date of this receipt has passed (whichever happens first).

Is the first premium refundable after an accidental death claim?
The first premium payment will not be refunded if we have paid a benefit for accidental death coverage.

PRUServices registered users (Assured / Policyholder) can perform online payment.

You may now make multiple payments in a day for In Force policies with your credit / debit card, from Online Banking (FPX) or e-wallet in just a few simple steps!

You can also pay for your family without logging to each Assured’s account. Family means spouse (husband / wife), parents, grandparents, sister, brother, grandchild, legal guardian, nephew, niece, stepfather, stepmother, stepchild, uncle, aunty, cousin sister / brother.

*Payment amount through this channel is following payment limit of customer's Credit/Debit card, Online Banking (FPX) or e-wallet payment limit.

How do I access PRUServices to make online payment?
You may go to PRUServices > create account / sign in > Popular Services > by clicking on ‘Make Payment’ or ‘Pay for Family’ icon.

You may also change / sign up for auto deduction by clicking consent ‘Change / sign up for auto-deduction and pay premium / contributions with the same debit / credit card’.

What are the types of payment that I can pay via PRUServices?
You can pay the following via PRUServices

  • Renewal Premium
  • Auto-revival Payment (Lapsed within 60 days)
  • Policy Loan Payment
  • Automatic Premium Loan (APL) Payment
  • Advance Payment (up to 12 months)

 

What are the payment methods that can be used for PRUServices online payment?

  • MASTER / VISA Credit / Debit card
  • Online Banking (FPX)
  • TnG e-wallet
  • Boost e-wallet

 

What is the transaction processing time for Make Payment in PRUServices?
For payments made before 10pm, the processed and reflected in PRUServices is within 1 working day.
For payments made after 10pm, the processed and reflected in PRUServices is within 2 working days.

Will I receive any notification upon successful payment?
Yes, you can view / download the acknowledgment immediately after completing the payment. This will be available to download under Payment history > Acknowledgement. Additionally, you will receive SMS and email notifications with the e-Receipt attached on the following day.

For payments made before 10pm, the processed and reflected in PRUServices is within 1 working day.
For payments made after 10pm, the processed and reflected in PRUServices is within 2 working days.

*Based on mobile number / email address record with Prudential. Please ensure that your contact details with Prudential are accurate and updated.

How can I update / enroll my credit / debit card details in PRUServices?
You may go to PRUServices > Popular Services > Change / Sign up for Auto deduction to update or enroll your new credit / debit card by replacing existing old credit / debit card.

What is online payment via Prudential's Corporate Website?
Online payment via Prudential's Corporate Website provides 24/7 service for you to make multiple payment in a day for proposal premium and/or renewal premium payment for inforce policies from your Current Account/ Savings Account (CASA) or with your Credit/ Debit card or e-wallet. For single premium proposal payment, only CASA option is available.

*Payment amount through this channel is following payment limit of customer's Credit/Debit card, Current Account/Saving Accound (CASA) or eWallet payment limit.

*Applicable to all Prudential's Life products.

How can I make proposal payment and/or recurring payment
Navigate to Online Payment via Prudential's Corporate Website > Enter basic policy information > Read and agree on Terms & Conditions > Complete CASA or Debit/Credit Card details or Scan QR Code > Receive SMS/email confirmation upon successful of

Who can make proposal payment and/or recurring premium payment?
Only policyholders or their immediate family members (Spouse/Children/Grandchildren/Parents/Grandparents/Siblings and Employee) may make proposal payment and/or renewal premium payment with their own card/account.

Can I make premium payment for multiple proposals/policies at one time?
You may make premium payment for one proposal/policy at a time. However, you may repeat the same steps to make premium payments for additional proposals/policies.

Will there be any charges imposed on me
There will be no extra charges imposed by Prudential

Will I receive an official receipt upon successful payment
Yes. There will be eReceipt issued from Corporate Portal Payment. SMS/Email will be sent to you for successful payment. Please ensure you keep the receipts as proof of premium payment.

* Based on mobile number/email address record with Prudential. Please ensure that your contact details with Prudential are accurate and updated.

Can I pay my first premium via Internet Banking/ATM Banking/CDM Banking/Direct Banking Services?
No, it is only available for renewal premium.

Is payment paid via Internet Banking/ATM Banking/CDM Banking/Direct Banking Services will be received on the same day of payment?
No, payment transacted successfully will only be received on the next working day subject to the Bank's processing cut off time.

Whose credit/debit card can I use to pay for my insurance premium?
We only allow the customer's own credit/debit card or the following relationships:

  • Spouse
  • Children/Grandchildren
  • Parent/Grandparent
  • Brother/Sister
  • Employee
  • Stepfather/Stepmother
  • Uncle/Aunty
  • Legal Guardian
  • Cousin Brother/Sister
  • Nephew/Niece


Can I use my Credit/Debit card for recurrence of premium deduction?
To set up your credit or debit card for recurring premium payments, follow these steps:

  1. Log in to PRUServices. 
  2. After logging in, navigate to the ‘Sign up for auto-deduction’ option under ‘Popular services’. 
  3. Enter your details and then click on the ‘proceed’ button to finalise the enrollment transaction.

For Debit card, please contact your bank to ensure your debit card is enabled for recurring payments.


How do I enroll for the Direct Debit facility?
You may obtain the Direct Debit Enrolment Form via:

  1. Our nearest branches
  2. Download the Direct Debit Authorisation Form


Can I submit a photocopy of the Direct debit Form?
For any new direct debit enrolment or change of details, the original form is required.


Can I use Direct Debit for recurring premium deduction?
Yes, you may. Please ensure there is sufficient funds in your bank account for premium deduction


Can I submit one Direct Debit form for a few policies?
Yes, you may. Kindly download and submit the updated Direct Debit Authorisation Form.


Is a company account allowed for Direct Debit billing?
Yes. The company's business registration number and company stamp are required.


Can I write in for a change of Account number?
No. A new Direct Debit Form is required.


Can I use my Direct Debit to pay my first instalment premium?
No, but the first premium can be paid through Online Payment at Prudential’s Corporate Website. It is advisable to pay at least 2 to 3 months of premiums for the first payment. The Direct Debit form will only be sent to the bank for approval after the proposal has commenced.


Can I pay for my Policy Loan / Discounted Advance Premium / Single Premium Top Up via my Credit / Debit Card or Direct Debit services?
No. This facility is not applicable via credit/debit card or Direct Debit services.


How do I cancel my Credit/Debit or Direct Debit services?
You need to notify us in writing at least 14 days before the next premium due date in order for us to cancel this service


Are there any receipts issued for payment made via Credit/Debit and Direct debit deductions
There is no receipt issued. Card holders/account holders can check their monthly bank/credit card statement. However, if the premium deduction is unsuccessful, a letter will be issued to the policyholder


What should I do if my Credit/Debit or Direct debit deduction is unsuccessful?

To make payment, follow these steps:

 

  1. Log in to PRUServices. 
  2. After logging in, navigate to the ‘Make Payment’ option under ‘Popular services’. 
  3. Select your policy(ies), select your preferred payment method and make your payment.

 


How do I check my policy's next premium due date?
You may:

  • view the information from the PRUServices 
  • contact your agent visit your nearest branch, or 
  • contact our Customer Service Representative at (603) 2116 0228