PRUPanel Connect Better Healthcare Experience with PRUPanel Connect

1. What is PRUPanel Connect?
   1. With the rising cost of healthcare in Singapore, we at Prudential want to continually ensure that you have access to quality healthcare and services.   PRUPanel Connect provides eligible customers with a suite of value-added services when they visit participating specialists at our panel hospitals.
2. Who are eligible for the value-added services of PRUPanel Connect?
   1. The value-added services are exclusively for all PRUExtra Premier, PRUExtra Premier CoPay and PRUExtra Preferred CoPay customers, including foreigners. To qualify for a complimentary taxi voucher or a hospital parking coupon:
      • You must be admitted for day surgery or as an inpatient under a doctor who is part of our participating panel specialist.
      • This benefit does not apply for admission for pregnancy delivery.
      Also, do note that cashless services are only applicable to foreigners if they apply for a pre-authorisation through the Business Office of PPC hospital/day surgery centre admissions office.   All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.
3. How do I check if I am eligible for PRUPanel Connect?
   1. It is not necessary to download the eCard, as it is available 24/7 by simply logging in to PRUServices.   You can check this or by logging in to PRUServices.
      To log into PRUServices, simply download the SingPass Mobile app or key in your PRUServices user ID and password.
4. What are the value-added services provided by PRUPanel Connect?
   1. • Hassle-Free Appointment booking service
        Call our PRUCustomer Line at 1800 3330333 or submit your request online to book your first appointment with our partner hospitals. Our team will liaise with the respective hospitals for you to ensure that you get an appointment as early as possible.
       
      • PRUConcierge Service
        Visit our PRUConcierge located at Raffles Hospital, Mount, Alvernia Hospital and Thomson Medical Centre for PRUPanel Connect value-added services and assistance on any PRUShield related enquiries.
       
      • Get a ride home
        If your doctor is a participating PRUPanel Connect specialist and you are admitted for day surgery or as an inpatient at our private panel hospitals, visit our concierge located in the hospital during office hours to receive a complimentary taxi voucher or a hospital parking coupon. For admission for day surgery at our private day surgery centres, Prudential will SMS the taxi voucher code to you.
       
      • Enhanced Letter of Guarantee (LOG)
        Enjoy higher LOG amount, allowing you to receive cashless* service of up to S$30,000 at Raffles Hospital, Mount Alvernia Hospital and Thomson Medical Centre. Should you undergo a treatment at our partner private Day Surgery Centres/Outpatient Oncology Centres, you may also enjoy a LOG of up to S$15,000.   To enjoy this service, you will have to seek treatment from participating specialists under the PRUPanel Connect programme.
       
      • Pre-Authorisation Letter
        If you are not eligible for LOG, you may still apply for Pre-Authorisation via PRUaccess. Upon approval, you can receive cashless* services for treatment at our participating PPC Partner Hospitals/Day Surgery Centres/Outpatient Oncology Centres.
        For more information, you may also refer to Pre-Authorisation   All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.
5. What are the 3 Simple Steps for a Successful Panel Claim?

   1. To be eligible for a successful panel claim, please visit www.prudential.com.sg/ppc-specialists to ensure that the specialist is empanelled under the PRUPanel Connect (PPC) medical institution. After selecting the PPC specialist, make sure that your inpatient, day surgery, or eligible outpatient* treatment is done at the hospital or day surgery centre where your selected PPC specialist is empanelled at. You can find this information under the specialists’ profile. The PRUShield claim must then be e-filed through the Business Office/Centre of the PPC hospital or day surgery centres and not through clinics.

      Claims submitted through clinics are considered as non-panel except for claims eFiled through participating HC Surgical Specialists Ltd (HSCC), Ascent ENT, ENT Surgeons Medical Centre, Asian Healthcare Specialists or Icon Cancer Centre clinics listed on our website.

6. I am currently seeking treatment under a specialist who is participating in the PRUPanel Connect (PPC) programme. What happens to my benefits if my PPC specialist leaves the PRUPanel Connect programme in the future?
   1. Scenario One: If a claim for in-patient/day-surgery has been accepted by PACS and recognized as a panel claim, all pre- and post-hospitalisation claims under the same in-patient/day-surgery will be considered panel claims and will be granted all the panel benefits. Although the specialist is no longer on the PRUPanel Connect programme, you will enjoy panel benefits for the pre- and post-hospitalisation claims.
      
      Scenario Two: If a specialist leaves the PRUPanel Connect programme, any new treatments that started after the specialist’s departure will no longer be covered under panel benefits, even if they are for the same medical condition. Such claims will be accepted by PACS and recognised as non-panel claims. 
      
      For instance, customer John received treatment for right cataract surgery from Dr. Z, a specialist participating in the PRUPanel Connect programme. This claim and its pre- and post-hospitalisation expenses will be accepted by PACS as a panel claim. However, after Dr. Z left the PRUPanel Connect programme, John continued to receive treatment for left cataract surgery from Dr. Z. This subsequent claim and its pre- and post-hospitalisation expenses will be accepted by PACS as a non-panel claim.
7. Where are the locations of the PRUPanel Connect Concierge and what are their operating hours?
   1. Locations of PRUPanel Connect Concierge:
      
      1. Mount Alvernia Hospital: Level 1, Patient Liaison Centre
      2. Raffles Hospital: Level 8, Room 828, Hospital Wing
      3. Thomson Medical Centre: Level 3, Lobby A
      PRUPanel Connect Concierge Operating Hours:
      Monday to Friday
      9am to 5.30pm
      (Closed on Saturdays, Sundays and Public holidays)
8. Which are the PRUPanel Connect hospitals and specialists?
   1. Our current PRUPanel Connect medical institutions* include:  

      Restructured Hospitals	Private Hospitals	Private Day Surgery Centres & Outpatient Oncology Centres
      All restructured hospitals and treatment centres are Panel HI. For faster appointment booking, the restructured hospitals listed below offer expedited service. Changi General Hospital KK Women’s and Children’s Hospital National Cancer Centre Singapore National Heart Centre Singapore National Neuroscience Institute National University Hospital Ng Teng Fong General Hospital Sengkang General Hospital Singapore General Hospital Singapore National Eye Centre Tan Tock Seng Hospital Woodlands Hospital	Mount Alvernia Hospital Raffles Hospital Thomson Medical Centre Private ENT Clinics3 Ascent ENT Group Ascent ENT - Mount Alvernia Ascent ENT - Mount Elizabeth Orchard Ascent ENT - Parkway East Asian Healthcare Specialists (Mount Alvernia) CURA ENT CURA ENT | Head & Neck | Thyroid | Sleep Surgery (Gleneagles) CURA ENT | Head & Neck | Thyroid | Sleep Robotic Surgery (Novena) HN Tay ENT | Head & Neck | Thyroid | Sleep Robotic Surgery (Orchard) Ear Nose Throat, Head & Neck Surgery (Orchard) ENT Surgeons Medical Centre ENT Surgeons Medical Centre (Novena) ENT Surgeons Medical Centre (Orchard) Lim Ing Ruen ENT Clinic (Orchard) Nobel ENT Centre (Alvernia) The ENT Practice - Adult & Child Specialists (Mount Alvernia) The ENT Specialist Centre The ENT Specialist Centre / The Children’s ENT Centre (Mount Alvernia) The ENT Specialist Centre / The Children’s ENT Centre (Mount Elizabeth Novena) The ENT Specialist Centre / The Children’s ENT Centre (Parkway East) The ENT, Voice & Snoring Clinic The ENT, Voice & Snoring Clinic (Orchard) The ENT, Voice & Snoring Clinic (Napier) The Rhinoplasty Clinic (Novena)	Day Surgery Centres Aptus Surgery Centre Foundation Ambulatory Centre HC Surgical Specialists Ltd HMI Medical Centre Luma Day Surgery Centre Luma Day Surgery Centre (Paragon) Luma Medical Centre (Royal Square) Novaptus Surgery Centre Novena Surgery Orchard Surgery Centre Thomson Specialist Pte Ltd (Paragon) Note:  Thomson Specialist Day Surgery Centre (Woodleigh) has ceased operations on 30 Nov 2025. Outpatient Oncology Centres Icon Cancer Centre at Mount Alvernia Hospital Icon Nuclear Medicine and PET-CT at Mount Alvernia Hospital Icon Radiation Oncology at Mount Alvernia Hospital Icon Surgical Oncology Centre at Mount Alvernia Hospital Icon Cancer Centre - Farrer Park Icon Cancer Centre - Mount Elizabeth Icon Cancer Centre - Novena Icon Haematology Centre - Mount Elizabeth Icon Cancer Centre - Gleneagles

        List of participating PRUPanel Connect Healthcare Institutions and empanelled specialists under Restructured Hospitals, Private Hospitals, Day Surgery Centres & Outpatient Oncology Centres are subject to change. Please visit www.prudential.com.sg/ppc-specialists for updated list of PPC Healthcare Institutions and ensure participating specialists must be empanelled at the Healthcare Institutions on our website. To know more about the Panel claims, please refer to the “3 Simple Steps for a Successful Panel Claim”.   Note: Only selected specialists participate in the PRUPanel Connect Programme. The appointment facilitation service is only applicable to eligible PRUPanel Connect policyholders for participating PRUPanel Connect specialists at our partner hospitals or day surgery centres. Appointments made through our PRUCustomer hotline or online bookings via Prudential website to see a PRUPanel Connect specialist at a Restructured Hospital can only be booked as a private patient and the customer will not be eligible for any subsidised treatment even if they have a referral from a government polyclinic.   ³Cashless services are not applicable to the ENT clinics empanelled under PRUPanel Connect.
9. Can I switch to a specialist from a Panel Hospital if I am currently already seeking treatment with a non-panel specialist?
   1. We are unable to facilitate this process at the moment.

1. What is the contact number to make an appointment with a specialist from a restructured hospital?
   1. You may call our PRUCustomer Line at 1800-333 0333 (+65 63330333 – if calling from overseas) Mondays to Fridays, 8.30am to 5.30pm, excluding public holidays.
2. Can I change my specialist appointment after it is confirmed?
   1. Yes, you may call our PRUCustomer Line at 1800-333 0333 (+65 63330333 – if calling from overseas) to change your appointment from 8.30am to 5.30pm, subject to availability.
3. Can PRUPanel Connect help make an appointment to consult a specialist in a private panel hospital?
   1. PRUPanel Connect can assist with appointment booking only if the selected specialist is a part of the panel at the following hospitals:   Private Hospitals
      • Mount Alvernia Hospital
      • Raffles Hospital
      • Thomson Medical Centre
        Private Day Surgery Centres^*
      • Aptus Surgery Centre
      • Foundation Ambulatory Centre
      • HC Surgical Specialists Ltd
      • HMI Medical Centre
      • Luma Day Surgery Centre
        • Luma Day Surgery Centre (Paragon)
        • Luma Medical Centre (Royal Square)
      • Novaptus Surgery Centre
      • Novena Surgery
      • Orchard Surgery Centre
      • Thomson Specialist Pte Ltd (Paragon)
      
      

      Note:  Thomson Specialist Day Surgery Centre (Woodleigh) has ceased operations on 30 Nov 2025.

        Private ENT Clinics³   Ascent ENT Group
      • Ascent ENT - Mount Alvernia
      • Ascent ENT - Mount Elizabeth Orchard
      • Ascent ENT - Parkway East
        Asian Healthcare Specialists (Mount Alvernia)   CURA ENT
      • CURA ENT | Head & Neck | Thyroid | Sleep Surgery (Gleneagles)
      • CURA ENT | Head & Neck | Thyroid | Sleep Robotic Surgery (Novena)
      • HN Tay ENT | Head & Neck | Thyroid | Sleep Robotic Surgery (Orchard)
        Ear Nose Throat, Head & Neck Surgery (Orchard)   ENT Surgeons Medical Centre
      • ENT Surgeons Medical Centre (Novena)
      • ENT Surgeons Medical Centre (Orchard)
        Lim Ing Ruen ENT Clinic (Orchard)   Nobel ENT Centre (Alvernia)   The ENT Practice - Adult & Child Specialists (Mount Alvernia)   The ENT Specialist Centre
      • The ENT Specialist Centre / The Children’s ENT Centre (Mount Alvernia)
      • The ENT Specialist Centre / The Children’s ENT Centre (Mount Elizabeth Novena)
      • The ENT Specialist Centre / The Children’s ENT Centre (Parkway East)
        The ENT, Voice & Snoring Clinic
      • The ENT, Voice & Snoring Clinic (Orchard)
      • The ENT, Voice & Snoring Clinic (Napier)
        The Rhinoplasty Clinic (Novena)   Outpatient Oncology Centres
      • Icon Cancer Centre at Mount Alvernia Hospital
      • Icon Nuclear Medicine and PET-CT at Mount Alvernia Hospital
      • Icon Radiation Oncology at Mount Alvernia Hospital
      • Icon Surgical Oncology Centre at Mount Alvernia Hospital
      • Icon Cancer Centre - Farrer Park
      • Icon Cancer Centre - Mount Elizabeth
      • Icon Cancer Centre - Novena
      • Icon Haematology Centre - Mount Elizabeth
      • Icon Cancer Centre - Gleneagles
        Restructured Hospitals
      • KK Women’s and Children’s Hospital
      • National Cancer Centre Singapore
      • National Heart Centre Singapore
      • National Neuroscience Institute
      • National University Hospital
      • Singapore General Hospital
      • Singapore National Eye Centre
      • Sengkang General Hospital
      • Tan Tock Seng Hospital
      • Ng Teng Fong General Hospital
      • Changi General Hospital
      • Woodlands Hospital
        List of participating PRUPanel Connect Healthcare Institutions and empanelled specialists under Restructured Hospitals, Private Hospitals, Day Surgery Centres & Outpatient Oncology Centres are subject to change. Please visit the updated list of PPC Healthcare Institution (HI) and ensure participating specialists must be empanelled at the HI as per our website. To know more about the Panel claims, please refer to the “3 Simple Steps for a Successful Panel Claim”.   ^*All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of the participating PPC hospital/day surgery centre of where the specialist is empanelled at as per our website.   ³Cashless services are not applicable to the ENT clinics empanelled under PRUPanel Connect.
4. How do I book an appointment through the PRUCustomer Line (1800 333 0333)?
   1. If you are a PRUExtra Premier, PRUExtra Premier CoPay or PRUExtra Preferred CoPay policyholder, you will hear an additional option to select for appointment booking after entering the one-time password (OTP). If you have chosen English, press “4” to book an appointment with our Customer Service Officer. If you have chosen Mandarin, press “1”.

1. What is a PRUPanel Connect eCard?
   1. A PRUPanel Connect eCard is a digital card which identifies you as a PRUPanel Connect customer at PRUPanel Connect private hospitals. It allows you to enjoy PRUPanel Connect benefits. You can access your eCard by checking your eligibility on our website or by logging in to PRUServices and download it in a PDF format. Present your PRUPanel Connect eCard together with your identity card at our participating PPC partner private hospitals and day surgery centres to enjoy benefits, value-added services.
2. How do I access my PRUPanel Connect eCard?
   1. You may view the PRUPanel Connect eCard through our website or PRUServices:   Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.   PRUServices   Go to www.prudential.com.sg/pruservices using either of the following options:
      1. Login by entering Policyholder’s UserID, PIN and OTP.
      2. Download Singpass mobile app and scan QR code.
      Select ‘Download PRUPanel Connect eCard’ on the left navigation menu.
3. Do I have to download the eCard?
   1. It is not necessary to download the eCard, as it is available 24/7 by simply logging in to PRUServices.   Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.
4. What are the benefits of the PRUPanel Connect eCard?
   1. The PRUPanel Connect eCard allows our participating private panel specialist to identify you as a PRUPanel Connect customer so that you can enjoy discounts and value-added services. At the time when you download the card, real time information shown on the card will also let you know when your policy is valid until and the type of PRUExtra rider that you have.
5. Is the eCard supported by all browsers?
   1. The eCard is best viewed using Chrome or Edge.

Have the following beforehand

• Your PRUServices login credentials

• Your Singpass QR login

Step 1: Login to PRUServices

• Option 1: If you have a PRUServices account, click on Personal Policyholder and enter your User ID and Password for Login.

• Option 2: If you have a Singpass account, click on the Login with Singpass and Scan the QR Code.

• Option 3: If you don’t have a PRUServices account, click on “Don't have an account? Register” to create a PRUServices account.

Step 2: Click on the Account Overview tab > Pre-Authorisation Request

• You will be directed to the Pre-Authorisation Portal.

Step 3: Click on the “New Request” to raise a new Pre-Authorisation Request

• You will be directed to the Pre-Authorisation Portal Request Form.

Step 4: Enter all required details and click “Submit” to submit your Pre-Authorisation Request

• Once submitted, a confirmation message will be shown.

Step 5: Click on the “Back to homepage”, to verify the new added Pre-Authorisation Request

Step 6: Check on the homepage, a new Pre-Authorisation Request will be shown

• You will receive a notification email at the email address you entered in the Pre-Authorisation Request Form, and a notification email will also be sent to your doctor for approval.

1. By submitting this form, I hereby accept and agree to be bound by these Terms and Conditions herein and any other instructions, terms and conditions that Prudential Assurance Company Singapore (Pte) Limited (“PACS”) may issue from time to time.
2. I understand and agree that the submission of this form does not mean that my request will be processed. I further understand that the approval/ issuance of this LOG by PACS does not denote that the final claim assessment / payment will be approved and such a claim assessment will be made in accordance with the policy terms and conditions. For the avoidance of doubt despite the issuance of the LOG and/ or approval of this pre-authorisation request, PACS reserves the right to reject/ deny the final claim payment where such a claim made is in not in accordance with the terms and conditions of the policy.
3. PACS assumes no responsibility for incomplete, lost, late, damaged, illegible or misdirected forms or email communication, for technical hardware or software failures of any kind, lost or unavailable network connections, or failed incomplete, garbled or delayed electronic transmission which may limit my ability to complete and/ or submit this form.
4. I hereby declare that the information that is disclosed on this form by me is to the best of my knowledge and belief, true, complete and accurate, and that no material information has been withheld or is any relevant circumstances omitted. I further acknowledge and accept that PACS shall be at liberty to deny liability or recover amounts paid, whether wholly or partially, if any of the information disclosed on this form is incomplete, untrue or incorrect in any respect or if the policy does not provide cover on which such claim is made.
5. I hereby warrant and represent that I have been authorised by the insured(s) to submit information pertaining to the insured for the purpose of this pre-authorisation request.
6. I acknowledge and accept that the furnishing of this form, or any other forms supplemental thereto, the acceptance of this form and any other forms supplemental thereto by PACS, any payments under or in connection with such forms or LOGs is neither an admission of liability by a PACS Person and/or admission by a PACS person that there was any insurance in force on the life in question and/ or the LOG, nor an admission of liability nor a waiver of any of its rights and defences.
7. The issuance of the LOG and any payments thereunder shall be at the sole and absolute discretion of PACS.
8. I am/are hereby jointly and severally liable to PACS for any sums paid or payable by PACS to the medical institutions and professionals. PACS reserves its rights to recover such sums that may be attributed or attributable to the medical services provided to the Insured which are: (i) inadmissible under the insurance policy, (ii) excluded by the insurance policy; or (iii) exceeds the coverage of the relevant insurance policy (whether wholly or partially).
9. I hereby declare that I am duly authorised to make this application, complete this form and all statements and responses whether on this form or otherwise together with any required questionnaire, amendments, materials and supporting documents submitted in connection herewith and the Policy.
10. I acknowledge and accept that PACS expressly reserves its rights to require or obtain further information and documentation as it deems necessary.
11. For the purposes of (i) assessing, processing and/or investigating my claim(s) arising under the Policy or any of my other polic(ies) of insurance with PACS and such other purposes ancillary or related to the assessing, processing and/or investigating of such claim(s); (ii) administering the Policy, (iii) customer servicing, statistical analysis, conducting customer due diligence, reporting to regulatory or supervisory authorities, auditing and recovery of any debts owing to PACS whether in relation to the Policy or any of my other polic(ies) of insurance with PACS, (iv) storage and retention, (v) meeting requirements of prevailing internal policies of PACS, (vi) the processing of the pre-authorisation request and/ approval and/or (vii) as set out in PACS Privacy Notice (“Purpose”), I authorise, agree and consent to: a. Any person(s) or organisation(s) that has relevant information concerning the policyowner and the insured person(s) (including any medical practitioner, medical/healthcare provider, financial service providers, insurance offices, government authorities/regulators, statutory boards, employer, or investigative agencies) (“Person(s)/Organisation(s)”), to disclose, release, transfer and exchange any information with PACS and its related corporations, respective representatives, agents, third party service providers, contractors and/or appointed distribution/business partners (collectively referred to as “Prudential”), including without limitation, personal data, medical information, medical history, employment and financial information, including the taking of copies of such records; and b. Prudential collecting, using, disclosing, releasing, transferring and exchanging personal data about me, the policyowner and the insured person(s), with the Person(s)/Organisation(s), PACS’s related group of companies, third party service providers, insurers, reinsurers, suppliers, intermediaries, lawyers/law firms, other financial institutions, law enforcement authorities, dispute resolution centres, debt collection agencies, loss adjustors or other third parties for the Purpose.
12. Where any personal data (“3rd Party Personal Data”) relating to another person (“Individual”) (including without limitation, insured persons, family members, and beneficiaries) is disclosed by me or permitted by me to be disclosed in accordance with Clause 8 above, I represent and warrant that I have obtained the consent of the Individual for Prudential to collect and use the 3rd Party Personal Data and to disclose the 3rd Party Personal Data to the persons enumerated above, whether in Singapore or elsewhere, for the Purpose stated above and in PACS Privacy Notice.
13. I understand that I can refer to PACS Privacy Notice, which is available at https://www.prudential.com.sg/privacy-notice for more information on contacting PACS for Feedback, Access, Correction and Withdrawal of using my/our personal data. I understand that if I am an European Union (“EU”) resident individual (i.e. my residential address is based in any of the EU countries), I can refer to PACS Privacy Notice for more information on the rights available to me under the GDPR.
14. By submitting this form I agree and undertake to, at all times, indemnify, keep indemnified, and hold PACS, its employees and agents harmless against all losses (including direct, indirect, incidental and/or consequential losses), damages (including general, special, and/or punitive damages), demands, injuries (other than personal injury caused by PACS’s negligence), claims, costs, penalties, interest and fees (including all legal fees as between solicitor and client or otherwise on a full indemnity basis whether or not incurred in respect of any real, anticipated, or threatened legal proceedings), howsoever caused by, arising or resulting from, whether directly or indirectly, arising from my breach of any representation and warranty provided to Prudential in the form above and/or any breach or purported breach of these terms and conditions and/or any applicable law.
15. I agree to receive communication on this pre-authorisation request and/or LOG by email, SMS and/or hard copies by post.
16. I agree that these terms and conditions shall form part of my agreement with Prudential and shall be legally binding between the parties.
17. PACS may at any time at its absolute discretion, without prior notice or assigning any reason thereof or being liable to any person, vary, supplement, amend, modify any one or more of the terms and conditions herein.
18. Any failure by PACS to exercise any of its right or remedy under these terms and conditions does not constitute a waiver of that right or remedy.
19. These terms and conditions shall be governed by Singapore law and I agree to submit to the exclusive jurisdiction of the courts of Singapore.
20. I/We accept that I/we have received the consent from the insured, where applicable, to make the said declarations, accept these terms and conditions, provide consents and waivers under this form.
21. I/We agree that the personal contact details provided can be used for communication on matters relating to this pre-authorisation request, the purpose of the LOG and its subsequent related claims. This authorisation and declaration above shall bind my/our successors and assignees, and remain valid, notwithstanding death or incapacity. I/We agree that a photocopy of this authorisation shall be deemed effective and valid as the original.

LOG(s) shall mean the letter of guarantee and/ or the certificate of pre-authorisation approval provided by PACS.

“PACS persons” shall refer to PACS, associated persons, its related corporations, respective representatives, agents, third party service providers, contractors and/ or appointed distribution/business partners whether within or outside Singapore.

• Completion of both the pre-authorisation request form and patient’s consent form are mandatory for submission of pre-authorisation requests.
• Pre-authorisation service is available for admissions to private hospitals, day surgery centres and clinics for non-emergency hospitalisation or day surgery only.
• No pre-authorisation request is needed for emergency cases.
• *If you qualify for the eLOG (electronic letter of guarantee) from the Healthcare Institution, no pre-authorisation request is required.
• If you have a request for pre-authorisation for admission into a government restructured hospital, please ensure that you approach the Patient Liaison Centre of the hospital. For further assistance, you may e-mail pre.auth@prudential.com.sg.
• Pre-authorisation is not available for outpatient medical treatments and overseas admissions.
• The facilitation of pre-authorisation requests to Prudential should be initiated by the policyholder via PRUServices.
• The approval of Pre-authorisation requests is subject to Prudential’s assessment and based on terms and conditions of the prevailing policy document.
• Pre-authorisation is mandatory for hospitalisations under Extended Panel (EP) benefits, at all MediShield Life-accredited treatment centres (i.e. with eFiling facility).
• Adherence to fee schedules and benchmarks in accordance with PACS’s approval is mandatory for Pre-authorisation.
• If the approved amount and/ or medical information in the pre-authorisation deviate in the actual claim, the pre-authorisation approval would be deemed invalid.
• Please note that the acceptance of this Pre-authorisation Certificate is the prerogative of the treating Healthcare Institution.
• Pre-authorisation does not supersede any prevailing contractual provisions, for E.g., pro-ration factor, deductible and/or co-insurance, or any applicable benefit limits.
• Expenses not covered in the pre-authorisation approval are the responsibility of the life assured/policyholder.
• Pre-authorisation approval shall not be construed as waiver of deposit and/or upfront payment, which may be requested by the individual Healthcare Institution based on their standard operating process.
• Pre-authorisation requests should be submitted to Prudential at least five (5) working days but no more than six (6) weeks prior to the planned admission/ day surgery.
• The turnaround time for Pre-authorisation decision is three (3) working days from the date of receipt of all required and mandatory information.
• Information is correct as at 14 Oct 2025.

*PRUShield (foreigner) policy is not applicable for eLOG.

*Terms and Conditions Apply.

List of Panel and Non-Panel Providers.