Frequently Asked Questions

Got a question? Perhaps our FAQs can help.

  1. What is PRUdirect protect?
PRUdirect protect is an affordable yearly renewable term life insurance policy which provides basic coverage of up to RM 500,000 for death or Total and Permanent Disability (TPD).
  1. What is the coverage term?
PRUdirect protect is renewable up to 69 years old (Age Next Birthday).
  1. How do I know if this product suits me?
This product is suitable if you are looking for a pure protection life insurance plan with affordable premium.
You should satisfy yourself that this plan will best serve your needs and that the premium payable under the policy is an amount you can afford.
  1. How do I know what coverage amount to select?
It depends on your budget and financial needs. The key is to reduce your family's and your financial burden should an unfortunate event happens. You should also ensure that you can afford the premium throughout the coverage term. Kindly click here to find out the coverage amount that suits you.
  1. How much premium do I need to pay?
The premium that you need to pay depends on your age, gender and selected coverage amount. Please note that the premium will increase according to your age next birthday at each policy anniversary. Kindly refer to the Product Disclosure Sheet for the amount that you need to pay.
  1. Are the premiums paid for PRUdirect protect eligible for Income Tax Relief?
Yes, the premium paid may qualify you for personal income tax relief subject to final decision of the Inland Revenue Board of Malaysia.
  1. Who is eligible to purchase PRUdirect protect on prudirect.prudential.com.my?
You may purchase this plan if you are a Malaysian citizen residing in Malaysia and between the age of 19 and 60 next birthday.
  1. How do I find out more about the features and benefits of PRUdirect protect?
Please refer to the Product Disclosure Sheet for more details.
  1. Why do I need to upload National Registration Identity Card (NRIC)?
As a responsible financial institution, it is our duty to verify the identity of our customers. Please upload an image of your new NRIC (front and back) when required and do ensure that the image provided shows your details clearly.
Please note that we reserve the right to request for a copy of NRIC subsequently and cancel your policy if we are unable to satisfactorily verify your identity through the documents provided.
  1. I am a Malaysian but currently residing outside Malaysia, can I purchase PRUdirect protect?
This product is only valid for Malaysians who are currently residing in Malaysia. However, if you travel overseas, you will still be covered as long as you continue paying your premium subjected to policy terms and conditions.
  1. Is Sales and Services Tax (SST) chargeable for PRUdirect protect?
SST is not chargeable for PRUdirect protect.
However, Taxes may be imposed or increased, at any time on any of the premiums, or any other payments due and payable by you for this Policy. If so, you shall pay the Taxes at the applicable prevailing rate.
  1. Are there any additional fees and charges for this plan?
No. There are no additional fees and charges other than your premium payment.
  1. I have a medical condition. Can I still get cover under PRUdirect protect?
PRUdirect protect has been designed to be as simple and straightforward as possible, the application process will ask you about your health. If you have any relevant medical conditions, we won't be able to offer you PRUdirect protect. Kindly click here to find a Prudential agent who will be able to help you to get the right cover.
  1. Do I need to undergo medical checkup to buy PRUdirect protect?
No. You just need to answer the health related questions listed on the page after you have selected your desired coverage amount.
  1. What happens if I wrongly / mistakenly declare wrong information?
When answering any question asked by us, you must disclose all relevant facts correctly. We reserve the right to verify the information and declarations provided by you and may avoid this policy if incorrect information is provided.
  1. I have an existing PRUdirect protect policy, can I buy another one?
Yes, you could purchase up to a combined coverage amount of a total of RM500,000 as an income earners and RM350,000 for non-income earners across all your PRUdirect protect policies based on your profile.
  1. How do I receive my policy document after purchase?
Once your purchase has been successful, you will receive an email confirmation. Your policy document will be available on PRUaccess plus (https://pruaccessplus.prudential.com.my) 5 working days after you have received the email confirmation.
  1. What should I do if I can't view my e-policy document from my PRUaccess plus account?
If you are unable to view your e-policy document after 5 working days from receiving your email confirmation, please contact the Customer Service Hotline at 03-2116 0228 (Monday to Friday, 8.30am - 5.15pm) for assistance.
  1. Can I buy PRUdirect protect from my Prudential agent?
No, this product is an online-self-purchased product sold through prudirect.prudential.com.my.
  1. After I have purchased my policy, who may I contact for policy servicing and enquiries?
For assistance and enquiries, contact our Customer Service Hotline at 03-2116 0228 (Monday to Friday, 8:30am - 5:15pm), or email to [email protected], or visit your nearest Prudential branch.

To access your policy information, log on to PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Who can I nominate for my policy?
The nominee has to be an individual. Nomination of an organization is not allowed. Please download the Trust and Nomination Form from PRUaccess plus (https://pruaccessplus.prudential.com.my). Kindly complete the Trust and Nomination Form and return it to any of our branches.
  1. How can I change my contact details?
Please log on to PRUaccess plus at https://pruaccessplus.prudential.com.my to change your contact details such as correspondence address, mobile telephone number, residence telephone number and email address.
  1. Can I change my payment frequency mode?
Only yearly premium payment is allowed.
  1. Can I change my method of premium payment?
Yes, you can change your method of premium payment between Credit Card and Debit Card.
  1. I want the subsequent premium to be deducted from another Credit or Debit Card, how do I change it?
Please fill up the Credit/Debit Card Enrollment Form and email it together with a scanned copy of your MyKads and the Credit Card Holder's MyKad to [email protected] from your registered email address. You can download the form from PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Can I change the amount of cover under my policy?
No, you may not do so. Please give due consideration to the protection amount you require before enrolment.
If you wish to purchase additional protection, then you may consider buying another PRUdirect protect policy or kindly click here to find a Prudential agent who will be able to help you.
  1. Can I cancel the policy after purchasing it?
Buying a life policy is a long-term financial commitment. You must choose the type of policy that best suits your personal circumstances and ensure that the premium is an amount you can afford.
If you cancel your policy within the first 15 days after the policy has been delivered to you, we will refund the premium paid. If you cancel at any point after this, you will be covered under the policy until the date when the next premium becomes due. No premium paid will be refunded.
  1. To whom will my PRUdirect protect policy pay in the event of death?
The policy benefit will be paid to any person(s) whom you have nominated as beneficiaries of your policy. For a Total and Permanent Disability claim, the cash lump sum will be paid to "you" the assured. If you have assigned the policy to someone, the cash lump sum will be payable to the assignee of the policy.
  1. How do I submit claims?
You may submit the completed Claim form(s) along with the supporting documents to your nearest Prudential branch.
  1. Where do I obtain the claims form?
You can get the form from our corporate website at https://www.prudential.com.my/, any Prudential branch near you, email your request to [email protected] or contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am – 5.15pm).
  1. What are the documents needed when submitting a claim?
For Death Claim:
Claimant is required to submit the following:
  1. Death Claim Form – signed by the claimant (person who is making the claim)
  2. Medical Report pertaining to the cause of death - signed by the doctor who last treated the deceased
  3. Certified true copy of Death Certificate - to be certified by Prudential branch staff / Business Development Executive
  4. Copy of Claimant's MyKad
  5. Copy of Deceased's MyKad
  6. Proof of Relationship between claimant and deceased where there is a nomination made in the policy:
    1. if claim is made by spouse – marriage certificate is required
    2. if claim is made by children – child birth certificate is required
    3. if claim is made by parent – Deceased birth certificate is required
    4. if claim is made by sibling – sibling's and deceaseds' birth certificates are required
  7. Other supporting test/Laboratory Report: Biopsy, MRI, scan and investigation results (where applicable)

For Total Permanent Disability Claim:
You are required to submit the following:
  1. Duly completed Total Permanent and Disability Claim Form
  2. Total and Permanent Disability Medical Report – completed and signed by doctor who treated the customer to be assured
  3. Other supporting test/Laboratory Report: Biopsy, MRI, scan and investigation results (where applicable)
The company reserves the right to request for other relevant supporting documents, information or to view the original of the copied documents whenever necessary.
  1. As a policy owner, how do I check my claim status or further clarify any doubts regarding the claim decision?
You may check your claim status using the following ways:
  1. Contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm)
  2. Send us an email at [email protected]
  3. Visit the nearest Prudential Branch
  1. How long will it take for a claim to be processed?
Normally it takes up to 14 working days from the date the last required claiming document is received.
  1. Under what circumstances will my policy terminate?
Your policy terminates automatically (whichever happens first):
  • on the policy anniversary date when you are 70 years old (Age Next Birthday);
  • when this policy lapse due to non-payment of premium after the 30 days grace period;
  • upon cancellation at your request;
  • upon death of Life Assured during the term of the policy; or
  • upon the occurrence of Total and Permanent Disability.
  1. If my PRUdirect protect policy is terminated 30 days after non-payment of premium (lapsed), can I revive my policy?
No, you will not be able to revive the policy. Therefore it is important that you pay your premium on time. Alternatively you may purchase another PRUdirect protect policy.
  1. What is PRUdirect cancer?
PRUdirect cancer is an affordable yearly renewable term plan which provides financial protection up to RM250,000 upon diagnosis of Cancer during policy term. This plan offers you insurance protection up to age 70 next birthday.
  1. What does Cancer Benefit cover?
In the event of the Life Assured being diagnosed with Cancer (other than Thyroid Cancer) while the policy is inforce, 100% of the Sum Assured will be payable. Policy will terminate after the claim is payable.
If the diagnosis of Cancer is Thyroid Cancer, the Cancer Benefit payable will be limited to 10% of Sum Assured. The remaining benefit amount will be payable for Other Types of Cancer other than Thyroid Cancer.
  1. What are the choices of Sum Assured for PRUdirect cancer?
RM50,000, RM100,000, RM150,000, RM200,000 and RM250,000.
  1. What is the coverage term?
PRUdirect cancer is renewable up to 69 years old (Age Next Birthday).
  1. How do I know if this product suits me?
This product is suitable if you are looking for a pure protection critical illness plan. You should satisfy yourself that this plan will best serve your needs and that the premium payable under the policy is an amount you can afford.
  1. How do I know what coverage amount to select?
It depends on your budget and financial needs. The key is to reduce your family's and your financial burden should an unfortunate event happens. You should also ensure that you can afford the premium throughout the coverage term. Kindly click here to find out the coverage amount that suits you.
  1. How much premium do I need to pay?
The premium that you need to pay depends on your age, gender, smoker status and selected coverage amount. Please note that the premium will increase according to your age next birthday at each policy anniversary. Premium is non-guaranteed and we can revise the premium at any time by giving you 30 days' notice. Kindly refer to the Product Disclosure Sheet for the amount that you need to pay.
  1. Are the premiums paid for PRUdirect cancer eligible for Income Tax Relief?
The premium paid may qualify you for personal income tax relief subject to final decision of the Inland Revenue Board of Malaysia.
  1. Who is eligible to purchase PRUdirect cancer on prudirect.prudential.com.my?
You may purchase this plan if you are a Malaysian citizen residing in Malaysia and between the age of 19 and 60 next birthday.
  1. How do I find out more about the features and benefits of PRUdirect cancer?
Please refer to the Product Disclosure Sheet for more details.
  1. Why do I need to upload National Registration Identity Card (NRIC)?
As a responsible financial institution, it is our duty to verify the identity of our customers. Please upload an image of your new NRIC (front and back) when required and do ensure that the image provided shows your details clearly.
Please note that we reserve the right to request for a copy of NRIC subsequently and cancel your policy if we are unable to satisfactorily verify your identity through the documents provided.
  1. I am a Malaysian but currently residing outside Malaysia, can I purchase PRUdirect cancer?
This product is only valid for Malaysians who are currently residing in Malaysia. However, if you travel overseas, you will still be covered as long as you continue paying your premium subjected to policy terms and conditions.
  1. Is Sales and Services Tax (SST) chargeable for PRUdirect cancer?
SST is not chargeable for PRUdirect cancer.
However, Taxes may be imposed or increased, at any time on any of the premiums, or any other payments due and payable by you for this Policy. If so, you shall pay the Taxes at the applicable prevailing rate.
  1. Are there any additional fees and charges for this plan?
No. There are no additional fees and charges other than your premium payment.
  1. I have a medical condition. Can I still get cover under PRUdirect cancer?
PRUdirect cancer has been designed to be as simple and straightforward as possible, the application process will ask you about your health. If you have any medical conditions which are relevant to cancer, we won't be able to offer you PRUdirect cancer. Kindly click here to find a Prudential agent who will be able to help you to get the right cover.
  1. Do I need to undergo medical checkup to buy PRUdirect cancer?
No. You just need to answer the health related questions listed on the page after you have selected your desired coverage amount.
  1. What happens if I wrongly / mistakenly declare wrong information?
When answering any question asked by us, you must disclose all relevant facts correctly. We reserve the right to verify the information and declarations provided by you and may avoid this policy if incorrect information is provided.
  1. I have an existing PRUdirect cancer policy, can I buy another one?
Yes. You can purchase up to a combined PRUdirect cancer coverage amount of a total of RM250,000.
  1. How do I receive my policy document after purchase?
Once your purchase has been successful, you will receive an email confirmation. Your policy document will be available on PRUaccess plus (https://pruaccessplus.prudential.com.my) 5 working days after you have received the email confirmation.
  1. What should I do if I can't view my e-policy document from my PRUaccess plus account?
If you are unable to view your e-policy document after 5 working days from receiving your email confirmation, please contact the Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm) for assistance.
  1. Can I buy PRUdirect cancer from my Prudential agent?
No, this product is an online-self-purchased product sold through prudirect.prudential.com.my.
  1. After I have purchased my policy, who may I contact for policy servicing and enquiries?
For assistance and enquiries, contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8:30am - 5:15pm), or email to [email protected], or visit your nearest Prudential branch.
To access your policy information, please log on to PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Who can I nominate for my policy?
Nomination is not allowed as PRUdirect cancer provides living benefit only.
  1. Who can I assign for my policy?
Assignment is not allowed for PRUdirect cancer.
  1. How can I change my contact details?
Please log on to PRUaccess plus at https://pruaccessplus.prudential.com.my to change your contact details such as correspondence address, mobile telephone number, residence telephone number and email address.
  1. Can I change my payment frequency mode?
Only yearly premium payment is allowed.
  1. Can I change my method of premium payment?
Yes, you can change your method of premium payment between Credit Card and Debit Card.
  1. I want the subsequent premium to be deducted from another Credit or Debit Card, how do I change it?
Please fill up the Credit/Debit Card Enrollment Form and email it together with a scanned copy of your MyKad and the Credit/Debit Card Holder's MyKad to customer.mys[email protected] from your registered email address. You can download the form from PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Can I change the amount of cover under my policy?
No, you cannot do so. Please give due consideration to the protection amount you require before enrolment.
If you wish to purchase additional protection, then you may consider buying another PRUdirect cancer policy. Alternatively, if you would like to find out about other insurance products, kindly click here to find a Prudential agent who will be able to help you.
  1. Can I cancel the policy after purchasing it?
You may choose to cancel your policy by giving us a written notice. If you choose to cancel your Policy after the Free Look Period, you will only be covered under the Policy until the date the Premium becomes due. No cash value will be payable and no premium paid will be refunded.
  1. What is Free Look Period?
You may cancel your policy by giving a written notice to us within 15 days after the policy has been delivered to you. We will refund you the premiums that you have paid.
  1. How do I submit claims?
You may submit the completed Claim Form(s) along with the supporting documents to your nearest Prudential branch.
  1. Where do I obtain the claims form?
You can get the form from our corporate website at https://www.prudential.com.my/, any Prudential branch near you, email your request to [email protected] or contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm).
  1. What are the documents needed when submitting a claim?
For Cancer Claim:
You are required to submit the following:
  1. Duly completed Critical Illness Claim Form
  2. Critical Illness Claim (Doctor's Statement for cancer) - completed and signed by doctor who treated the customer to be assured
  3. Other supporting test/Laboratory Report: Biopsy, MRI, scan and investigation results (where applicable)
The company reserves the right to request for other relevant supporting documents, information or to view the original of the copied documents whenever necessary.
  1. As a policy owner, how do I check my claim status or further clarify any doubts regarding the claim decision?
You may check your claim status using the following ways:
  1. Contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm)
  2. Send us an email at [email protected]
  3. Visit the nearest Prudential branch
  1. How long will it take for a claim to be processed?
Normally it takes up to 14 working days from the date the last required claiming document is received.
  1. Under what circumstances will my policy terminate?
Your policy terminates automatically (whichever happens first):
  • on the policy anniversary date when you are 70 years old (Age Next Birthday);
  • when this policy lapses due to non-payment of premium after the 30 days grace period;
  • upon cancellation;
  • upon death during the term of the policy;
  • when the policy is not renewed; or
  • when we approve a claim for Other types of Cancer under Cancer Benefit.
  1. Is PRUdirect cancer a guaranteed renewal plan?
No, PRUdirect cancer is not a guaranteed renewal plan. We may:
  • renew this policy or renew this policy with modified terms and conditions so long as the premium is paid by you; or
  • not renew this policy; or
  • cancel this policy and offer to issue you with a new policy under another insurance product. We will decide on the terms of this new policy, which include but not limited to the terms relating to benefits and amount of premium,

by giving you not less than 30 days written notice before that policy anniversary.
  1. If my PRUdirect cancer policy is terminated 30 days after non-payment of premium (lapsed), can I revive my policy?
No, you will not be able to revive the policy. Therefore it is important that you pay your premium on time. Alternatively you may purchase another PRUdirect cancer policy. However, waiting periods will apply when you purchase another policy.
  1. What are the exclusions for PRUdirect cancer?
This policy does not cover:
  1. symptoms of illness that occur prior to or within 60 days for Cancer Benefit after the policy has commenced;
  2. illness that was not diagnosed while the Life Assured was alive;
  3. illness arising directly or indirectly from Pre-Existing Conditions;
  4. illness that is directly or indirectly caused by the existence of Acquired Immuno-deficiency Syndrome (“AIDS”) or the presence of any Human Immuno-deficiency Virus (“HIV”) infection;
  5. illness that is caused by alcohol or substance abuse or addiction; or
  6. illness that is caused by nuclear fusion, nuclear fission, nuclear waste or any radioactive or ionizing radiation
  1. What is the definition of Cancer?
Cancer means any malignant tumour positively diagnosed with histological confirmation and characterized by the uncontrolled growth of malignant cells and invasion of tissue. The term malignant tumor includes leukemia, lymphoma and sarcoma. For the above definition, the following are not covered:
  1. All cancers which are histologically classified as pre-malignant, non-Invasive, carcinoma in situ, having borderline malignancy and/or having malignant potential
  2. All tumors of the prostate histologically classified as T1N0M0 (TNM classification)
  3. All tumors of the thyroid histologically classified as T1N0M0 (TNM classification)
  4. All tumors of the urinary bladder histologically classified as T1N0M0 (TNM classification)
  5. Chronic Lymphocytic Leukemia less than RAI Stage 3
  6. All cancers in the presence of HIV
  7. Any skin cancer other than malignant melanoma
  1. What is the definition of Thyroid Cancer?
Thyroid Cancer means any malignant tumour of the thyroid gland positively diagnosed with histological confirmation and characterized by the uncontrolled growth of malignant cells and invasion of tissue. For the above definition, all tumours of the thyroid histologically classified as T1N0M0 (TNM classification) are not covered.
  1. What is PRUdirect med?
PRUdirect med is an affordable yearly renewable medical plan which provides protection up to age 70 next birthday. It reimburses medical expenses incurred in the event of hospitalisation and for specific outpatient treatment with an overall annual limit of RM100,000, subject to Med Saver 300 per Any One Disability.
  1. What is the coverage term?
PRUdirect med is renewable up to 69 years old (Age Next Birthday).
  1. What is Med Saver 300?
Med Saver is a fixed amount of RM300 that customer must first pay out of the total eligible medical expenses incurred for Any One Disability.
Med Saver applies to Hospital & Surgical Benefits (except Hospital Daily Room & Board Benefit) and Outpatient Treatment Benefits. Med Saver does not apply to Hospital Daily Room & Board Benefit.
Med Saver is applied per disability within a 90-day period from the latest discharge date. Any subsequent disability of the same diagnosis occurs after the 90-day period from the latest discharge date will be subjected to another round of Med Saver.
  1. How does “Any One Disability” work under the 90- day period?
All hospitalisation and/or outpatient treatment shall be considered to be from the same disability if the Life Assured has not completely recovered and is still under treatment for that disability and its complications.
Life Assured's hospitalisation and/or outpatient treatment shall be considered to be from a new disability if the Life Assured has fully recovered and does not require any more treatment for the disability for a period of more than 90 days following the date of discharge from the last hospitalisation or from the date of last outpatient treatment for the same disability.
  1. Is PRUdirect med pays medical expenses on a cashless basis?
No, this product pays medical expenses on a reimbursement basis only.
  1. How do I know if this product suits me?
This product is suitable if you are looking for a pure protection medical plan. You should satisfy yourself that this plan will best serve your needs and that the premium payable under the policy is an amount you can afford.
  1. How do I know what coverage amount to select?
It depends on your budget and financial needs. The key is to reduce your family's and your financial burden should an unfortunate event happens. You should also ensure that you can afford the premium throughout the coverage term. Kindly click here to find out the coverage amount that suits you.
  1. How much premium do I need to pay?
The premium that you need to pay depends on your age and occupation class. Please note that the premium may increase according to your age next birthday at each policy anniversary. Premium is non-guaranteed and we can revise the premium at any time by giving you 30 days' notice. Kindly refer to the Product Disclosure Sheet for the amount that you need to pay.
  1. Are the premiums paid for PRUdirect med eligible for Income Tax Relief?
The premium paid may qualify you for personal income tax relief subject to final decision of the Inland Revenue Board of Malaysia.
  1. Who is eligible to purchase PRUdirect med on prudirect.prudential.com.my?
You may purchase this plan if you are a Malaysian citizen residing in Malaysia and between the age of 19 and 45 next birthday.
  1. How do I find out more about the features and benefits of PRUdirect med?
Please refer to the Product Disclosure Sheet for more details.
  1. Why do I need to upload National Registration Identity Card (NRIC)?
As a responsible financial institution, it is our duty to verify the identity of our customers. Please upload an image of your new NRIC (front and back) when required and do ensure that the image provided shows your details clearly.
Please note that we reserve the right to request for a copy of NRIC subsequently and cancel your policy if we are unable to satisfactorily verify your identity through the documents provided.
  1. I am a Malaysian but currently residing outside Malaysia, can I purchase PRUdirect med?
This product is only valid for Malaysians who are currently residing in Malaysia. However, if you travel overseas, the reimbursement for the charges incurred for a covered illness shall be based on the Reasonable and Customary Charges in Malaysia and subject to 90 days overseas residence limit.
  1. Is Sales and Services Tax (SST) chargeable for PRUdirect med?
SST is not chargeable for PRUdirect med.
However, Taxes may be imposed or increased, at any time on any of the premiums, or any other payments due and payable by you for this Policy. If so, you shall pay the Taxes at the applicable prevailing rate.
  1. Are there any additional fees and charges for this plan?
No. There are no additional fees and charges other than your premium payment.
  1. I have a medical condition. Can I still get cover under PRUdirect med?
PRUdirect med has been designed to be as simple and straightforward as possible, the application process will ask you about your health. If you have any relevant medical conditions, we won't be able to offer you PRUdirect med. Kindly click here to find a Prudential agent who will be able to help you to get the right cover.
  1. Do I need to undergo medical checkup to buy PRUdirect med?
No. You just need to answer the health related questions listed on the page after you have selected your plan.
  1. What happens if I wrongly / mistakenly declare wrong information?
When answering any question asked by us, you must disclose all relevant facts correctly. We reserve the right to verify the information and declarations provided by you and may avoid this policy if incorrect information is provided.
  1. I have an existing PRUdirect med policy, can I buy another one?
No. Only one Online Medical plan per life is allowed.
If you would like to find out about other insurance products, kindly click here to find a Prudential agent who will be able to help you.
  1. How do I receive my policy document after purchase?
Once your purchase has been successful, you will receive an email confirmation. Your policy document will be available on PRUaccess plus (https://pruaccessplus.prudential.com.my) 5 working days after you have received the email confirmation.
  1. What should I do if I can't view my e-policy document from my PRUaccess plus account?
If you are unable to view your e-policy document after 5 working days from receiving your email confirmation, please contact the Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm) for assistance.
  1. Can I buy PRUdirect med from my Prudential agent?
No, this product is an online-self-purchased product sold through prudirect.prudential.com.my.
  1. After I have purchased my policy, who may I contact for policy servicing and enquiries?
For assistance and enquiries, contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8:30am - 5:15pm), or email to [email protected], or visit your nearest Prudential branch.
To access your policy information, please log on to PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Who can I nominate for my policy?
Nomination is not allowed as PRUdirect med provides living benefit only.
  1. Who can I assign for my policy?
Assignment is not allowed for PRUdirect med.
  1. How can I change my contact details?
Please log on to PRUaccess plus at https://pruaccessplus.prudential.com.my to change your contact details such as correspondence address, mobile telephone number, residence telephone number and email address.
  1. Can I change my payment frequency mode?
Only yearly premium payment is allowed.
  1. Can I change my method of premium payment?
Yes, you can change your method of premium payment between Credit Card and Debit Card.
  1. I want the subsequent premium to be deducted from another Credit or Debit Card, how do I change it?
Please fill up the Credit/Debit Card Enrollment Form and email it together with a scanned copy of your MyKad and the Credit/Debit Card Holder's MyKad to [email protected] from your registered email address. You can download the form from PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. Can I cancel the policy after purchasing it?
You may choose to cancel your policy by giving us a written notice. If you choose to cancel your policy after the Free Look Period, you will only be covered under the policy until the date the Premium becomes due. No cash value will be payable and no premium paid will be refunded.
  1. What is Free Look Period?
You may cancel your policy by giving a written notice to us within 15 days after the policy has been delivered to you. We will refund you the premiums that you have paid.
  1. How do I submit claims?
You may submit the completed Claim Form(s) along with the supporting documents to your nearest Prudential branch.
  1. Where do I obtain the claims form?
You can get the form from our corporate website at https://www.prudential.com.my/, any Prudential branch near you, email your request to [email protected] or contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm).
  1. What are the documents needed when submitting a claim?
For Medical Claim:
You are required to submit the following:
  1. Duly completed Medical Claim Form
  2. Medical Claim (Doctor's Statement) - completed and signed by doctor who treated the customer to be assured
  3. Original final bills/tax invoices with itemized breakdown details
  4. Original receipts including deposit receipts
  5. Other supporting test/Laboratory Report: Biopsy, MRI, scan and investigation results (where applicable)
The company reserves the right to request for other relevant supporting documents, information or to view the original of the copied documents whenever necessary.
  1. As a policy owner, how do I check my claim status or further clarify any doubts regarding the claim decision?
You may check your claim status using the following ways:
  1. Contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am - 5.15pm)
  2. Send us an email at [email protected]
  3. Visit the nearest Prudential branch
  1. How long will it take for a claim to be processed?
Normally it takes up to 14 working days from the date the last required claiming document is received.
  1. Under what circumstances will my policy terminate?
Your policy terminates automatically (whichever happens first):
  • on the policy anniversary date when you are 70 years old (Age Next Birthday);
  • when this policy lapses due to non-payment of premium after the 30 days grace period;
  • upon cancellation;
  • when the policy is not renewed; or
  • upon death during the term of the policy.
  1. Is PRUdirect med a guaranteed renewal plan?
No, PRUdirect med is not a guaranteed renewal plan. We may:
  • renew this Policy or renew this Policy with modified terms and conditions so long as the Premium is paid by you; or
  • not renew this policy; or
  • cancel this policy and offer to issue you with a new policy under another insurance product. We will decide on the terms of this new policy, which include but not limited to the terms relating to benefits and amount of premium,

by giving you not less than 30 days written notice before that policy anniversary.
  1. What is Portfolio Withdrawal Condition?
We reserve the right to discontinue underwriting of this insurance product by giving you not less than 30 days written notice prior to policy anniversary. All benefits under this insurance plan will cease to be payable from policy anniversary immediately following the expiry of the 30 days written notice.
  1. If my PRUdirect med policy is terminated 30 days after non-payment of premium (lapsed), can I revive my policy?
No, you will not be able to revive the policy. Therefore it is important that you pay your premium on time. Alternatively you may purchase another PRUdirect med policy. However, waiting periods will apply when you purchase another policy.
  1. What is prudirect.prudential.com.my?
prudirect.prudential.com.my is an internet insurance platform from Prudential that offers life insurance products directly to customers. Currently, we are only offering term life insurance on our online platform.
  1. Are there any minimum system requirements for me to access prudirect.prudential.com.my?
You may access prudirect.prudential.com.my using commonly used browsers such as Internet Explorer (10 or above), Google Chrome, Mozilla Firefox and Safari.
  1. Can I buy insurance from prudirect.prudential.com.my at anytime?
The portal is available for you to buy a PRUdirect insurance policy from 1am to 11pm daily, including weekends and public holidays.
  1. What happens if the webpage freezes or closes down whilst I am in the midst of purchasing a policy?
Should this happen, please note that whatever information you have keyed in will not be saved. Kindly begin the purchasing process from the start.
  1. What type of payment method is available at prudirect.prudential.com.my?
We accept payment by credit or debit card from Visa or MasterCard only.
  1. How will I know if my payment went through successfully?
You will know that your payment has been successful when you receive a confirmation page showing your Policy Number. An email confirmation will also be sent to the email address you provided earlier.
  1. After I have purchased my policy, whom may I contact for policy servicing and enquiries?
For assistance and enquiries, contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8:30am - 5:15pm), email to [email protected], or visit your nearest branch

To access your policy information, log on to PRUaccess plus at https://pruaccessplus.prudential.com.my.
  1. How do I receive my policy document after purchase?
Once your purchase has been successful, you will receive an email confirmation. Your policy document will be available on PRUaccess plus (https://pruaccessplus.prudential.com.my) 5 working days after receiving your email confirmation.
  1. What should I do if I encounter an error on prudirect.prudential.com.my and am unable to proceed?
Please contact our Customer Service Hotline at 03 - 2116 0228 (Monday to Friday, 8.30am – 5.15pm) for assistance.