Enjoy Hassle-Free Pre-Authorisation Online
Our online Pre-Authorisation service streamlines your healthcare planning, ensuring your pre-planned hospital stays and surgeries align with your policy benefits, giving you assurance on what you can claim against your policy.
Simply submit details of your upcoming treatment, surgery or day-surgery online to enjoy a secure and predictable claims experience.
Eligibility for
Pre-Authorisation
- You must hold an active PRUShield policy
- Pre-Authorisation must be submitted at least 5 business days in advance, and no more than 6 weeks prior to the planned admission or day surgery
- Your healthcare provider must provide the required medical and financial details of your treatment
- We typically take 3 business days to process your request, if all necessary information is submitted, including medical information from your treating doctor
Key Benefits
Certainty with Pre-approved Bills
Transparent Review of Charges
Comprehensive Claim Eligibility
How to submit
Pre-Authorisation
Submit via PRUAccess
Step 1: Login to PRUaccess
You can log in using your User ID and password or use Singpass to log in.
Step 2: Navigate to the "Account Overview" tab and select "Pre-Authorisation Request". You will be directed to the Pre-Authorisation Portal.
Step 3: Click "New Request".
Step 4: Complete the Pre-Authorisation Portal Request Form by filling in all the required details, including the doctor's email address, then click "Submit".
Step 5: To verify your submission, click "Back to homepage".
Step 6: Upon successful submission, your new Pre-Authorisation Request will be displayed on the homepage for your easy tracking. A notification email will be sent to you and your doctor.
Submit Manually
Step 1
Patient to complete the consent form.
Step 2
The treating doctor or clinic is to complete the Pre-Authorisation form.
Step 3
The clinic is to email both completed forms & other supporting documents to pre.auth@prudential.com.sg.
Step 4
Prudential will review and either approve or decline the Pre-Authorisation Request.
Step 5
Upon approval, Prudential will issue a Pre-Authorisation Cert with approved fees to the Hospital, Day Surgery Centre or EP Specialist.
Notes
- This service is not available for Non Singaporeans/PRs who are seeking treatment at PPC Partner HI and/or Non-PPC Partner HI under Non-EP specialist.
- Please note that all terms and conditions of the prevailing policy documents applicable to the policyholder (patient) would apply to the claim. Any deductibles, co-insurance and co-payment, as applicable, will be borne by the policyholder.
- The acceptance of this pre-authorisation certificate is the prerogative of the treating Healthcare Institution.
FAQs
What is online Pre-Authorisation?
Pre-Authorisation is a convenient way to request pre-approval for your upcoming hospital stay or day surgery. This service is provided at the sole discretion of Prudential and is not contractual nor obligatory. The acceptance of the Pre-Authorisation Certificate is at the discretion of the treating Healthcare Institution.
What services are eligible for Pre-Authorisation?
Pre-Authorisation service is available for non-emergency hospitalisation or day surgery at private hospitals and day surgery centres.
In what scenarios is Pre-Authorisation not applicable?
Pre-Authorisation is not applicable for the scenario(s) below:
- Emergency Admission
- eLOG (Electronic Letter of Guarantee) approval has been granted, and no top-up is required.
- Outpatient medical treatments
- Overseas admission
Do I need to apply for Pre-Authorisation if I have an emergency admission via the Accident & Emergency department leading to an inpatient hospitalisation?
No, a Pre-Authorisation is not required if you are admitted through the Accident & Emergency department.
When should I apply for a Pre-Authorisation request if my admission is confirmed?
You may submit your request no earlier than six (6) weeks and at least five (5) working days before your planned admission or day surgery.
How long does it take for a Pre-Authorisation request to be processed?
The processing time is up to 3 working days from the date we receive the completed Pre-Authorisation form and all supporting documents. If further clarification is required, we may take longer to review your request.
Can I submit another Pre-Authorisation request if my current one is pending?
No, you can only submit a new Pre-Authorisation request after the pending request has been finalised/cancelled.
Can I resubmit my Pre-Authorisation request if I find an error? (e.g. If I submitted my doctor's email address wrongly?)
Yes, you may log in to the Pre-Authorisation portal to amend details such as your doctor's email address. Please note that every amendment would require additional time for us to review the request.
My admission is scheduled at a restructured hospital, and I am not entitled to eLOG (Electronic Letter of Guarantee). Can I apply for Pre-Authorisation?
You may approach the hospital’s Patient Liaison Centre to enquire about the acceptance of the Pre-Authorisation request. The acceptance of the Pre-Authorisation certificate is at the discretion of the treating Healthcare Institution.
Can I request the Healthcare Institution to submit the Pre- Authorisation request via email?
No, all Pre-Authorisation requests should be submitted online via PRUaccess. Alternatively, you may opt for a manual submission via email.
What happens after Prudential approves the Pre-Authorisation request?
Upon approval of your Pre-Authorization request, we will issue a Certificate of Pre-Authorisation for your medical diagnosis, treatment data and planned procedures. Please note that any changes or discrepancies to the information provided during the Pre-Authorisation process without our knowledge and prior approval will invalidate the request.
Prudential has approved my Pre-Authorisation request. Can I still amend my admission details?
Yes, you may log in to the Pre-Authorisation portal to make an amendment. Please note that every amendment would require additional time for us to review the request.
Why might a Pre-Authorisation request be rejected?
Requests may be rejected due to policy exclusions, outstanding premiums, or inadequate medical information that is necessary for us to assess the Pre-Authorisation request.
What happens if my Pre-Authorisation request is declined?
If your request has been declined and you would like to share further information for us to re-consider your request, you may submit it to us via pre.auth@prudential.com.sg .
Is payment required upfront with Pre-Authorisation approval?
Pre-Authorisation approval does not waive the need for a deposit and/or upfront payment, as individual Healthcare institutions may request these based on their standard operating process. The acceptance of the Pre-Authorisation request and its Certificate is at the discretion of the treating Healthcare Institution.
Do I still need to make a deposit payment even though the Pre-Authorisation request has been approved?
Hospitals may require a deposit at their discretion.
With Pre-Authorisation approval, are policyholders of the PRUShield (Foreigner) Plan entitled to cashless benefits?
Policyholders who apply for Pre-Authorisation at the PPC hospital/day surgery centre's Business Office can enjoy cashless services. These services are subject to the terms and conditions of the PRUShield riders.
What are the operating hours of the Pre-Authorisation team?
Our operating hours are Monday to Friday, from 9:00 am to 5:30 pm. We are closed on weekends and public holidays.
The turnaround time for our email replies is up to 3 business days, depending on the complexity of the enquiries and the Pre-Authorisation request. We seek your understanding that some replies may take longer than the typical 3 business days.
What should I do if I'm unable to submit a Pre-Authorisation request online?
You may contact us at pre.auth@prudential.com.sg. We will respond within 1-3 business days. To avoid further delay in processing your Pre-Authorisation request, please include your Pre-Authorisation documents in your email when reporting the issue.
What documents are mandatory for manual submission of Pre-Authorisation request?
The Patient Consent Form & Pre-Authorisation Form are the mandatory documents for manual submissions. These should be supplemented with additional medical reports, if any.
If I have an eLOG approval, do I still have to submit a Pre-Authorisation request?
No, if you qualify for an eLOG from a Healthcare Institution, a Pre-Authorisation request is not required.