Our Claims Promise

A Prudential policy protects you and your family during life’s difficult moments. We 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 PRU can deliver

Our Approach

Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal, customer 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.

Service Pledge - Applicable for policies issued by Prudential Hong Kong Limited

e-Claims Acknowledgment	2 Hours (upon receipt of the eClaim)
Pre-authorisation for Medical Network Medical Expenses Direct Billing Service	Instant (upon receipt of all required information)
Critical illness, Accident & Disability, Death Claims - Preliminary Assessment	5-7 working days (From "Claim Received Date" to "Preliminary Assessment Completion Date")
Medical Claims - Preliminary Assessment	5 working days (From "Claim Received Date" to "Preliminary Assessment Completion Date")
FPS - Claims Payment	Instant (upon approval of the claim)
Claimable Amount Estimate *Only applicable to VHIS products	3 working days (upon receipt of all necessary information)

Please rest assured we shall endeavor to deliver the promise. However, the actual turnaround time is subject to the volume of claims at the time.

Our commitments

Communication with Care

We let you know when we receive your claim, require additional documents and outcome of your claim. 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.

Get in touch

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