Pru Life UK business operations during Enhanced Community Quarantine

Frequently Asked Questions about our operations during the ECQ

Office/customer center operations

The majority of our workforce will continue to work from home to comply with the precaution of a maximum of 35% attendance of the total workforce until further notice. Starting May 21, our Claims Hotline (02) 8887-LIFE (8887-5433) for Metro Manila and 1-800-10-PRULINK (1-800-10-7785465) for domestic toll-free (via PLDT landline) will be available from 9:00 a.m. to 4:00 p.m. every Monday-Friday except Holidays ONLY for the following claims-related inquiries/transaction until further notice.

  • Death Claim requirements and status of request
  • Living Benefits Claims requirements and status of request (riders)
  • COVID-19 claims inquiries

We encourage you to continue using our digital and online channels. You may also continue to review and manage your policy through PRUAccess at https://pruaccess.prulifeuk.com.ph or email us at contact.us@prulifeuk.com.ph for inquiries and assistance.

Pru Life UK's offices are OPEN with adjusted business hours, except for Cebu FLB and Ceby TGU branches which will resume operations on June 4. Please see below the updated schedule of operations for the Company's head office, customer centers, and Agency branches.

  • Head Office – 9:00 a.m. – 4:00 p.m., Monday – Friday
  • Agency branches – 9:00 a.m. – 5:00 p.m., Monday – Saturday
  • Customer centers – varying per location (Please refer to the tables below for further details on our customer center locations.)

LUZON

Customer center Business hours
Alabang (Madrigal Business Park) 9:00 a.m. to 2:00 p.m.
Baguio (DBP Building) 9:00 a.m. to 12:00 p.m.
Batangas (Lipa - High 5 Square)
Batangas (Lipa - AMS Building)
Bulacan (Baliuag) 9:00 a.m. to 1:00 p.m.
Cabanatuan (Tiburcia Building)
Cavite (Imus - Esguerra Building)
La Union (San Fernando - Carlos A. Tam Building) 9:00 a.m. to 12:00 p.m.
Laguna (Calamba - Sterling Building)
Laguna (Calamba - SQA Corporate Center)
Laguna (Sta. Rosa - Piazza Building)
Laguna (San Pablo - Bien Paz Arcade)
Laoag (L.C. Square)
Lucena (Estrella Star Building) 9:00 a.m. to 2:00 p.m.
Naga (Avenue Square)
Pampanga (San Fernando - CTH Building) 9:00 a.m. to 12:00 p.m.
Pangasinan (Dagupan - Danilo C. Uy Commercial Complex)
Pangasinan (Urdaneta - S&P North Building)
Santiago (Heritage Commercial Complex) 9:00 a.m. to 2:00 p.m.

 

VISAYAS/MINDANAO

Customer center Business hours
Bacolod (LD Center) 9:00 a.m. to 12:00 p.m.
Cagayan de Oro (Limketkai Center)
Cebu (FLB Corporate Center) 9:00 a.m. to 2:00 p.m. (will reopen on June 4)
Cebu (TGU Towers)
Davao (Borromeo Insurance Building) 9:00 a.m. to 12:00 p.m.
Davao (Landco Business Center)
Davao (Davao Primeland Building)
General Santos (Lourdes Llido Building)
Iloilo (Mandurriao - Three Techno Place Building)
Tacloban (Uytingkoc Building) 9:00 a.m. to 2:00 p.m.

 

METRO MANILA

Customer center Business hours
Makati (Ayala North Exchange) 9:00 a.m. to 1:00 p.m.
Makati (Tower 6789)
Makati (Ayala Tower One)
Mandaluyong (Sheridan North Tower)
Manila (Escolta Twin Towers)
Pasig (Ortigas - Wynsum Corporate Plaza)
Taguig (Uptown Parade)
Quezon City (Coher Center)

 

The management will continue to operate with flexible business hours which may vary across different locations in compliance with the government quarantine guidelines.

 

All transactions will be accepted at our customer centers. As a reminder, all employees, agents, and customers will be required to wear a mask, observe physical distancing, and follow other preventive measures in our offices and branches.

In addition, following the Department of Labor & Employment guidelines, employees, agents, customers, and visitors with a temperature reading of 37.5°C will not be allowed to enter our offices.

We encourage you to utilize our digital tools and channels in your transactions as much as possible. You may review and manage your policy via our customer portal PRUAccess at https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance.

Submissions of applications and requirements will be accepted at our customer centers. As a reminder, all employees, agents, and customers will be required to wear a mask, observe physical distancing, and follow other preventive measures in our offices and branches.

In addition, following the Department of Labor & Employment guidelines, employees, agents, customers, and visitors with a temperature reading of 37.5°C will not be allowed to enter our offices.

We encourage you to utilize our digital tools and channels in their transactions as much as possible.

You may pay your premiums via credit card through PRUAccess https://pruaccess.prulifeuk.com.ph/, or online and mobile banking (BDO, Metrobank, BPI, Security Bank, Metrobank, Robinsons Bank, and GCash). Please click here for the full details on how to pay for your premiums online.

Payments will be accepted at our customer centers. As a reminder, all employees, agents, and customers will be required to wear a mask, observe physical distancing, and follow other preventive measures in our offices and branches.

In addition, following the Department of Labor & Employment guidelines, employees, agents, customers, and visitors with a temperature reading of 37.5°C will not be allowed to enter our offices.

You may pay your premiums via credit card through PRUAccess https://pruaccess.prulifeuk.com.ph/, or online and mobile banking (BDO, Metrobank, BPI, Security Bank, Metrobank, Robinsons Bank, and GCash). Please click here for the full details on how to pay for your premiums online.

Additionally, you may review and manage your policies via our customer portal PRUAccess at https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance.

Aside from the customer centers and branches, please refer to the following contact details for specific transactions:

  

Transactions 

Email address

Email subject  

New business processes 

New Business applications & submission of documents and routine requirements 

phinewbusiness@prulifeuk.com.ph 

NB App (insert application #) 

New Business Proof of payment without e-app/app no.

NB App Proof of Payment (PO name)

Submission of additional underwriting requirements 

phinbuhelpdesk@prulifeuk.com.ph 

Complied Requirements Policy (insert policy #) 

Claims 

Claim requests & submission of documents 

newclaims.request@prulifeuk.com.ph 

New Claim Policy# (insert policy #) 

Submission of additional scanned documents 

phiclaimshelpdesk@prulifeuk.com.ph 

Complied Requirements Policy (insert policy #) 

After-sales

After-sales requests/transactions not covered by PRUAccess 

policy.admin@prulifeuk.com.ph 

AS Policy (insert policy #) 

NB payment transactions 

phi.nb.payments@prulifeuk.com.ph 

NB App Proof of Payment (insert application #)

Stop Bill requests

contact.us@prulifeuk.com.ph

Stop Bill (insert policy #)

Transactions submitted online will be processed, but hard copy of the documents will be required once the health emergency is managed and enhanced community quarantine or any restriction is lifted. 

You may reach out to your servicing agent for any concern on your policy. Alternatively, you may review and manage your policy through our customer portal PRUAccess at https://pruaccess.prulifeuk.com.ph/ or email our PRU Customer Action Team at contact.us@prulifeuk.com.ph for any assistance.

Yes, scanned copies will be accepted in the meantime provided that the documents are clear, complete and signed by the policyowner. Please note that the hard copy of the documents will be required once the health emergency is settled and enhanced community quarantine is lifted.

Due to local government quarantine guidelines in managing COVID-19, after-sales transactions may take longer time to complete than usual and paper approvals will not be delivered. 

You may reach out to your servicing agent for any concern on your policy. Alternatively, you may review and manage your policy through our customer portal PRUAccess at https://pruaccess.prulifeuk.com.ph/ or email our PRU Customer Action Team at contact.us@prulifeuk.com.ph

We continue to assess and release more timely announcements as the local authorities implement further measures and guidelines. 

Due to local government quarantine guidelines in managing COVID-19 across the country, we can only accommodate withdrawals via fund transfer. Please coordinate with your servicing agent regarding your preferred banking details.  

You may review and manage your policy through our customer portal PRUAccess at https://pruaccess.prulifeuk.com.ph/ or email our PRU Customer Action Team at contact.us@prulifeuk.com.ph

Yes, the letter of authorization issued to your agent on or before March 16 can stil be used until June 30 or when the health emergency is managed and enhanced community quarantine or any restriction is lifted.

Should you no longer be connected to your agent, please fill out our Customer enquiry form here so we may assist you with your concern. Alternatively, you may send our PRU Customer Action Team an email at contact.us@prulifeuk.com.ph. 

Premium payments

Pru Life UK has extended the standard 31-day grace period to 60 days to cover premium payments due from February 16 to June 30, 2020 to ensure continued coverage for our customers. The Company reviews and updates this provision from time to time depending on the situation.

All payments made within 60 days from the premium due date during the extended period will be accepted with no interest charges. 

You may review and manage your policy via our customer portal PRUAccess https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance. 

All payments credited to the customers’ policy within the 60-day grace period from the premium due date will be accepted with no interest charges and will not affect the customers’ loyalty bonus.

As a reminder, please note that bank and online payments may need 2-3 working days to complete the payment crediting process. 

You may review and manage your policy via our customer portal PRUAccess https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance. 

You may already pay the 2-month overlapping premiums on due date. However, policies with premiums from February 16 to June 30 2020 are covered by the grace period extension. If you are unable to pay premiums within this period, your policy is still eligible for the additional 30 days grace period for a total of 60 days from your premium due date. 

Example: 

  • Due date = March 16, 2020 
  • Standard grace period (31 days) 
  • Extended grace period (+30 days) = Due date: May 16, 2020 
  • On May 16, due dates for March and April will be automatically billed if policy is under auto-payment (ADA or Credit Card). 

We continue to assess the situation and implement provisions and guidelines to continuously support our customers. 

The extended grace period for premium payments is applicable to ALL policies due from February 16 to June 30, 2020. 

However, if you are currently enrolled under our auto-payment facilities such as auto-debit (ADA) and auto-charge (credit card), you will need to request via email for stop bill indicating the duration of the request, should you want to avail of the extended grace period. To resume automatic deduction, you will need to send the resumption request via email and pay all premium arrears. Please email your request to payments@prulifeuk.com.ph

For policies under the Post-Dated Check (PDC) arrangement, pull out or deferment of PDC must be submitted at least 5-7 working days before the check maturity as such request will still need to be coordinated with the bank partners. 

To ensure continued protection and avoid the need to pay overlapping premium, we highly encourage you to retain your policy under auto-payment arrangements when able.

Payments under auto-payment facilities will continue to be deducted on the billing schedule and policies premium due dates. This helps ensure that your policy continues to remain in force and the succeeding premium payments will not overlap. Should you wish to temporarily suspend billing, you may request for a stop bill. Please submit a letter of request indicating the duration of the stop bill and send it through your servicing agent or via email at payments@prulifeuk.com.ph. Processing and releasing of SMS notification of stop bill may take 2-3 days upon request.

Pru Life UK has extended the standard 31-day grace period to 60 days. This Extended Grace Period means longer time allowance for you to settle your premium payments due from February 16 to June 30.

You may review and manage your policy via our customer portal PRUAccess https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance. 

Payments under post-dated checks (PDC) arrangement will continue to be made on the billing schedule and policies' premium due dates. Should you wish to pull out or defer your PDC, please send an email request to PHI CCM Support team (phi.ccmsupport.team@prulifeuk.com.ph) at least 5-7 working days before the maturity date of the check as such request will need to be coordinated with the bank.

You may review and manage your policy via our customer portal PRUAccess https://pruaccess.prulifeuk.com.ph/ or contact our PRU Customer Action team at contact.us@prulifeuk.com.ph for more information and assistance. 

You may pay for your premiums via credit or debit card through PRUAccess, mobile banking (BDO, Metrobank, BPI, Security Bank, Metrobank, Robinsons Bank) or digital cash (GCash). Please note that the online bank account or GCash account must be the policyowner’s account in order for the payment to be credited to the policy. 

Please visit our Premium Payments Facilities page for the full guide on how to pay for your premiums online. 

The online bank account or GCash account must be the policyowner’s account in order for the payment to be credited to the policy. 

For deposit payment, you MUST deposit directly to Pru Life UK’s bank accounts and NOT through your agent’s account. If you will course your payment through your agent, please ensure that he/she will issue a Provisional Receipt to you.

Initial payments are encouraged to be transacted through online and mobile banking (BDO, Metrobank, BPI, Security Bank, Metrobank, Robinsons Bank and Gcash). Please visit our Premium Payments Facilities page for full instructions on how to pay for your initial premium payments/new business application.

In remote case that over-the-counter bank payment is opted, please ensure to write the application number in the bank bills payment slip and submit it together with the new business application.

Most banks still require paper-based enrollment. As of now, only BDO accepts electronic submission for auto-debit arrangement. Other than this, enrollments for ADA are on hold.  

We encourage you to utilize our recurring credit card payment facility via our customer portal PRUAccess. We are continuously checking for alternatives and will announce any workaround once available. 

COVID-19 protection

Pru Life UK recognizes the growing public concern for and possible devastating impact of COVID-19. Because of this, policyholders whose life insurance policy is in force with the Hospital Income Rider, issued on or before January 31, 2020, may claim an additional hospital income benefit of P1,000 daily if they are hospitalized due to the virus.  

This may be claimed if the policyholder is admitted into a hospital for at least 12 hours, with a cap of 10 days, beginning February 20 to May 31, 2020. 

To make a claim, you or your dependents must submit the following documents through your agent or a Pru Life UK customer center:

  • Duly signed Claimant Statement
  • Duly signed Attending Physician Statement
  • Admission Summary/Discharge Summary/Clinical Abstract
  • Medical Report and Test which proves that the Life Insured has contracted the COVID
  • Statement of Account issued by the Hospital for the Life Insured’s Confinement
  • Confirmation from the Bureau of Quarantine that life insured has COVID-19

You or your dependents may also send soft copies of the required documents to newclaims.request@prulifeuk.com.ph.

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