Our Claims Promise
A Prudential policy protects you and your family during life’s difficult moments. We strive to pay your claim as quickly as possible and with compassion and care.
We make it simple and easy, and only ask for necessary information.
How We Deliver
Our Approach
Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal and friendly manner.When you make a claim
We assess and pay each genuine claim promptly. We only ask for relevant information and give you updates on your claims progress when you need them. We explain our decisions simply and clearly.
Our Commitments
Timeliness
Depending on the type of claim, on average, we take between 5 to 15 working days* to complete the following processes- Acknowledgment receipt of your claim for manual submissions. Claims submitted digitally will receive an instant acknowledgement or
- Inform you if we need additional documents or
- Inform you of the claim decision, after receiving all required documents.
Communication with Care
We will let you know when we receive your claim, require additional documents and when the outcome of your claim is available. Our staff and agent are professionally trained to guide you whenever you need help.
Customer Experience
Your feedback is important to help us serve you better. If you have a complaint, we will deal with it seriously.
Fairness
We understand your claim is important to you. We treat every customer fairly. We ensure our claims process is clear, transparent, and without customer bias.
Privacy
We take your privacy seriously and will protect it at all times.How We Assess Claims
We recognise the distress that serious illness can cause for customers and their families, and every claim is assessed with care. With more than one million policyholders, we apply the same claims assessment standards consistently to ensure fairness for all customers. Before buying an insurance plan, it’s important to check that your policy meets your needs.
Here are the main reasons why claims may be declined:
- Not covered / definition not met
The benefit is not included in the plan and/or the claim does not meet the policy definition for that benefit. For example, a claim is submitted for early-stage cancer, but the plan does not include a cancer benefit, or the policy benefit definition pays only for severe staged cancer. - Non-disclosure / incorrect information
Important information (e.g. medical history) was not provided or was stated incorrectly when the policy was taken up. For example, diabetes was not declared when the policy was bought. If this was disclosed, we may not have been able to cover you or may have offered you different terms. This can affect your policy, so a later claim may be declined for a related or unrelated condition. - Exclusion / waiting period / limit applies
An exclusion means the policy does not cover certain conditions, treatments, or hazardous activity e.g. injuries from motor racing are excluded, so a claim for an accident during a race will be declined. A waiting period means your cover starts only after a set time from the policy start/reinstatement date e.g. a benefit has a 90-day waiting period—claims made within the first 90 days will be declined. A limit means there is a maximum payout e.g. if you have fully used your annual limit, any further claim under that benefit may be reduced or declined.