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My Policies on Pulse

Frequently Asked Questions

Where can I download Pulse?

Pulse is available on Android and iOS and can be downloaded for free via Google PlayStore and the Apple App Store.

How can I access my policy on Pulse?

Easily manage and have access to your policies on Pulse! Download and register to Pulse and visit PRUShoppe > My Policies to view your policies. Tap ‘Link Policy’ if your policy is not available on the app to sync your active policies on the app.

Forgot your password? 

Simply follow the Forgot Password process below:

  1. Click on 'Forgot Password'.

  2. Type the email address registered in Pulse.

  3. Wait for the password reset code in your registered email.

  4. Enter your password reset code.

  5. Wait for your temporary password.

  6. Log in using the temporary password.

  7. Change the temporary password to your preferred password via Account> My Settings>Change Password.

Note: If you copy the temporary password, please make sure to copy all the characters to avoid any errors.

What are the type of IDs required when purchasing products in PRUShoppe?

Here are the valid IDs accepted via Pulse:

  • Driver’s License

  • Passport

  • SSS

  • For other government issued IDs, this will require manual input on the system when purchasing the product. Reminder to check details prior proceeding to next step after OCR capturing of ID details to ensure that details are all correct.

Can you opt for manual input of ID details when purchasing products in PRUShoppe?

Yes, user can opt for manual input of his ID details instead of using the automated ID scanning system. You may directly input your details on the information needed upon application.

How to change your registered name in Pulse?

a) Change your name under Pulse Profile. See below for the steps.

Step 1: Click Profile button.

 

Step 2: Click Edit button.

 

Step 3: Input correct name and click Update button.

 

b) User cannot change Policyowner name under MyPolicies. In the event Policyowner will have to file a claim, you will need to send a copy of your ID uploaded on Pulse for verification purposes.

Can I update the details of my beneficiary on Pulse?
  • This will cover both digital policies (Policies purchased via PRUShoppe on Pulse) and successfully linked non-digital policies (Policies not purchased on Pulse) that are both with “In Force” status. 

  • This will only cover primary beneficiaries.

  • For digital policies:

- Beneficiaries is only limited to spouse, child, father, mother, sibling, grandparent, niece/nephew.

- Policyowner can add up to 2 beneficiaries. 

  • For non-digital policies: 

- Beneficiaries is only limited to spouse, child, father, mother, sibling.

- Policyowner can add up to 15 beneficiaries.

What are excluded in add/update beneficiary feature in Pulse?
  • Does not cover Lapsed status policies

  • Is not available for policies with existing irrevocable beneficiaries

  • Is not be available in updating secondary beneficiaries 

  • Does not cover policies which are assigned

Can I update my secondary beneficiaries in Pulse?

Updating of secondary beneficiary in Pulse even through transferring secondary to primary is not available in Pulse. To proceed on the request, you may to send an email request to contact.us@prulifeuk.com.ph or submit it at any Pru Life UK branch. 

Are beneficiary updates in Pulse reflected real time?
  • Digital policies (Policies purchased via PRUShoppe on Pulse) - changes in named beneficiary is reflected in Pulse real time.

  • Non-digital policies (Policies not purchased on Pulse) – changes in named beneficiary will reflect in Pulse within 24 hours from successful change transaction.

Can I still update my non-digital (Policies not purchased on Pulse) policy’s beneficiary details via Pru Life UK branches if I want to?

Yes, for non-digital policies (Policies not purchased on Pulse) our customer representatives at our branches can still update your details in our records. Although, we strongly encourage you to utilize our Pulse app for your convenience in transacting with us.

When Pru Life UK customer representative updates my non-digital (Policies not purchased on Pulse) beneficiaries at branch, when will this be updated in my Pulse account?

Beneficiary Changes will be reflected in Pulse app within 24 hours. 

 

For Digital Products (Policies purchased via PRUShoppe on Pulse) can Pru Life UK branch customer representatives change beneficiary name when requested by client?

Currently, beneficiary update for policies bought via Prushoppe is only available via Pulse.

How will the beneficiary know the terms & conditions of the policy they are a part of?

The beneficiary’s mobile number and email address should be updated when inputting beneficiary details. The added beneficiary will receive a notification via text & email. He/she should register the same email address in Pulse so he can view the terms & conditions. To view the document, the beneficiary should go to My Policies and the enrolled policy is automatically shown under Beneficiary Tab.

What is the coverage of Register Claims feature in Pulse?  
  • Submission of minor and major claims for digital policies (Policies purchased via PRUShoppe on Pulse) and non-digital policies (Policies not purchased on Pulse)

  • For non-digital (Policies not purchased on Pulse) policies, user may need to link his/her policy in PULSE first in order to proceed on this feature

  • Only available if both policy and benefit are “In Force” status

  • Registering digital policies (Policies purchased via PRUShoppe on Pulse) and minor rider of non-digital policies (Policies not purchased on Pulse) can be done under My Policies, while registering major claim can be done under PRUShoppe.

     

 

 

  • Minor claims cover:

- Daily Hospital Income,

- Long-term Hospitalization,

- Intensive Care Unit,

- Surgical Expense, and

- Accidental Medical Reimbursement riders

  • Major claims cover:

- Death,

- Total and Permanent Disability,

- Critical Illness and

- Accidental Death and Disablement benefits

After the claimant has filed their claim, how long will it take for the claim to be processed?

It will take up to 5 days for incontestable claims and 19 days for contestable claims upon receipt of the documents as long as documents are complete. However, PLUK may still require for additional documents during evaluation.

How will the claimant know the status of their claim?
  • Claimant will be informed every status update of claim request through in-app, SMS and Email notification. SMS and Email notification will be sent to client's registered mobile and email address for the policy.

  • Claimant can also check their claims status and other submitted claims history under ‘View Claims’ tile in PRUShoppe.

  • In-app notification and status via ‘View Claims’ tile is limited to non-digital claims (Policies not purchased on Pulse) only.

How will the claimant know if there are additional documents required?

Claimant will be informed through the e-mail address they provided during submission.