1. What is PRUServices in Pulse?
PRUServices is a quick and easy way to access your policy/certificate  information for life insurance policies that you own with Prudential Assurance Malaysia Berhad (PAMB) and Prudential BSN Takaful Berhad (PBTB).

2. Where do I find PRUServices in Pulse?
PRUServices is located at the top of the page for quick access. Alternatively, you may access PRUServices as you scroll down the main page or tap on the PRUShoppe icon.

3. Who can access policy/certificate information in PRUServices?
PAMB policyholders or PBTB certificate holders who has registered a PULSE account and performed policy/certificate linkage steps in PRUServices would be able to view their life insurance policy/certificate information.
Customers who have purchased digital plans through our partners' site and use the SAME email address to register in PULSE, would be able to view their life insurance policy/certificate information. No linkage step is required for digital plans.

4. Do I need to agree on any Terms & Conditions before accessing my policy/certificate information in PRUServices?
Yes, after agreeing to the PAMB/PBTB Privacy Policy and Terms & Conditions, you may tick the box in PRUServices in order to ‘Proceed’ with the linkage of your policies/certificate.

                       

5. If I have more than one life insurance policy/certificate, do I need to perform policy/certificate linkage for all my policies/certificates in PRUServices?
No, you just need perform linkage in PRUServices with NRIC or policy/certificate number of any one of your life insurance policies/certificates that you own with Prudential Assurance Malaysia Berhad (PAMB) or PruBSN Takaful Berhad (PBTB), and the system will automatically link all the policies/certificates owned by you.

6. What services and information does PRUServices provide?
PRUServices provides you the following policy/certificate information:

• Products Owned (including plans purchased through Pulse and partners' site)

• Policy/Certificate/Reference Number

• Person Covered (Main Life Assured) and Personal Details

• Issued Date

• Installment Premium and Payment Mode

• Next Payment Due Date

• Policy/Certificate Statuses

• Riders Details and Statuses

• Investment Fund info for Investment Linked Plan (if applicable)

• Servicing Agent Details

• View and download Annual Statement and Life Assurance Premium Statement of up to 3 years

• View and download ePolicy/eCertificate and Change of Policy Details Slip for PAMB policies issued from July 2016 onwards

• View and download documents for Update contact details, Change payment frequency, Direct Credit and Withdrawal

• View and download e-Medical Card

• Online updating of contact details

• Online changes of payment frequency

7. How do I find out more about my policy/certificate?
In PRUServices, you may click on the policy/certificate card to view your personal details at a glance, as well as payment information, policy/certificate benefits, investment fund (if applicable) and agent details.

8. How do I find out more about my investment fund (if applicable to my policy)?
In PRUServices, you may click on the policy/certificate card, tap on 'Benefit' tab to view your investment fund details.

9. Can I view my PruBSN Takaful certificates as well in PRUServices?
Good news! PruBSN Takaful certificates are available in PRUServices to view your certificate information.

10. How do I pay premium for my policy/certificate?
For now, premium payments can be made online via our corporate website or PRUAccess Plus. Stay tune for more features to be released in phases including Make Payment function in PRUServices.

11. How do I change my contact details?

• Go to 'PRUServices' and tap on the policy card.

• Tap on 'Update Contact Details' on red ribbon.

• Select your options for OTP delivery and click 'Send'.

• Enter the OTP received at your mobile phone and click 'Continue'.

• Tap on 'Edit' to change the contact details that you wish to update and follow the steps in the screen.

• If the transaction is successful, a confirmation message will prompt, and a copy of confirmation letter will be available in 'Documents' tab within 48 hours.​

12. How do I change my payment frequency?

• Go to 'PRUServices' and tap on the policy card.

• Tap 'Change Payment Frequency', on the red ribbon.

• Select your option for OTP delivery and click 'Send'.

• Enter the OTP received on your mobile phone and click 'Continue'.

• Select your new payment frequency from the drop-down list under 'Change Payment Frequency'.

• Click 'Confirm' to proceed with the transaction.​

• If the transaction is successful, a confirmation message will prompt and a copy of ​confirmation letter will be available in 'Documents' tab within 48 hours.
  
  

13. What should I do if I did not receive the One Time Password (OTP) on my mobile phone?
If the mobile number is incorrect or not registered with Prudential, you will not be able to receive the OTP to complete the policy/certificate linkage to view your life insurance policy/certificate information in Pulse.

If you wish to update your contact details, you may:

• Update it online at PRUAccess Plus if you are a PRUAccess Plus user, or

• Complete the Change of Contact Details Form and return it through your agent or

    email to customer.mys@prudential.com.my

• Contact our Customer Service at 03-2771 0228 (Monday to Friday, 8:30am - 5:15pm)
  
  

14. Why does my beneficiary/nominee information is not available in PRUServices?
The beneficiary/nominee information is currently not available in PRUServices for now.

15. Why is the fund details of my policy/certificate in PRUServices different from PRUAccess Plus?
The fund details in PRUServices are updated on the next working day. There could be timing difference with fund details in PRUAccess Plus updated in a more real-time manner. 

16. What should I do if I am not able to view my policy/certificate document from the "Documents" tab in PRUServices, or it is taking too long to load my policy/certificate document?
If you are unable to view your policy/certificate document, it could probably due to file size larger than 10MB. For assistance, you may contact our Customer Service at 03-2771 0228 (Monday to Friday, 8:30am to 5:15pm).