Billing (ADA and Credit Card)

Frequently Asked Questions

A. Schedule of billing and rebilling

1. What is the schedule of the billing and rebilling for an auto-debit arrangement?

Policies enrolled under Auto Debit Arrangement (ADA) will be automatically billed on the policy’s premium due date. If your premium due date falls on a weekend or holiday, it will be billed on the next working day.

If unsuccessful on the premium due date, rebilling will automatically proceed until successful. Schedule will depend on the declined reasons.

Reason for unsuccessful

Rebilling Cycle

Insufficient Funds

Daily for 4 working days from the due date (weekends and holidays are excluded)

Other reasons

(invalid/dormant, account not found, closed account etc.)

No rebilling

*To avoid double payment, you may settle unpaid premiums via other payment facilities only upon receipt of the unsuccessful billing notification.

2. What is the schedule of the billing and rebilling for an auto-credit card charging?

Policies enrolled under Auto-Credit Card charging will be automatically billed on the policy’s premium due date. If your premium due date falls on a weekend or holiday, it will be billed on the next working day for enrolment done via Credit Card Enrolment Form (CCEF). For Credit/Debit card recurring payment enrolled via mobile application (PRUOne), billing includes weekend and holidays.

If unsuccessful on the premium due date, rebilling will automatically proceed until successful based on the schedule below.

Type of Auto-Credit Card enrolment

Rebilling Cycle

Credit card recurring payment enrolled via Credit Card Enrolment Form (CCEF)

Daily for 14 calendar days from the due date

(weekends and holidays are excluded)

Credit/Debit card recurring payment enrolled via mobile application (PRUOne)

Daily for 4 calendar days from the due date

(weekends and holidays are included)

*To avoid double payment, you may settle unpaid premiums via other payment facilities only upon receipt of the unsuccessful billing notification

3. I pay for my policy on a monthly basis and missed the schedule for billing and rebilling last month, what will Pru Life UK bill for the current month?

Enrolled account/credit card will be billed for 2 premium dues (2 months) to keep the policy updated, same billing cycle will apply. If the attempts during the second due date is still unsuccessful, Pru Life UK will stop billing the policy until back premiums have been paid. The client may pay through the other payment facilities.

For example:

Policy no. 12345678

Monthly Premium Due : Php3,000

Premium Due dates : Every 12^th of the month

Billing

Date

Premium due to be billed

Amount

for billing

Billing status

Oct 12, 2020

Php3,000

Unsuccessful billing

Nov 12, 2020

Oct 12 and Nov 12, 2020

Php6,000

Still unsuccessful billing

What will happen?

Auto-pay enrollment will be put on hold and no further billing attempts will be made.

Client has to pay back premiums through other payment channels.

4. I pay for my policy on a non-monthly basis (annual, semi-annual, quarterly basis) and missed the schedule for billing and rebilling for the previous due date, what will Pru Life UK bill for the current due date?

If the premium due date is not current, Pru Life UK will stop billing the enrolled account/credit card even if the policy’s status is still in-force. To update the payments, the back premiums will have to be paid. The client may pay through the other payment facilities.

5. When my policy is updated to the current due date, will the auto-billing (ADA or credit card) resume on my next due date?

Yes, the auto-billing will resume on the policy’s next due date following the usual schedule.

6. How long does it take for the payment to be posted to my policy?

ADA and credit card payments are posted within 1 working day.

B. Notification

7. How will I know if the billing was successful or unsuccessful?

For approved billing, you will receive confirmation via SMS. A copy of your Official Receipt is available for download in your PRUAccess account and the physical copy will be released to your mailing address. SMS confirmation will be released and OR will be uploaded in PRUAccess within 2-3 days from the posting date.

By Q4 2020, your e-OR will be sent to your email address in lieu of the physical copy. Further announcements will be released.

To ensure timely issuance and continuous receipt of OR and other policy notifications, please ensure that your contact information is updated.

How to update?

Log on to your PRUAccess account and update your email address and mobile number in the Customer Information Update section.

If you are not yet using PRUAccess, please visit: https://pruaccess.prulifeuk.com.ph

*Prepare your Policy Number and Policy Effective Date for the registration.

Should you require further assistance, please email PRU Contact Action Team at contact.us@prulifeuk.com.ph.

8. When can I view the payment posting status in PRUAccess?

Payment will be reflected in PRUAccess within 2-3 working days.

9. I have not received a notification from Pru Life UK if my payment is successful or not, how can I check the status?

To check the status of your payment, clients may visit https://pruaccess.prulifeuk.com.ph or email us at contact.us@prulifeuk.com.ph.

C. Unsuccessful Billing

10. What are the usual reasons for unsuccessful billing?

Insufficient Funds

Account should have sufficient funds or credit limit on the debit schedule/billing cycle.

Expiry date of enrolled credit card is invalid or incorrect

You may update your credit card details to any of the following channels:
- Via PRUAccess - https://pruaccess.prulifeuk.com.ph
- Through the servicing agent - please provide the updated credit card expiration date (MM-DD-YYYY)
- Email - contact.us@prulifeuk.com.ph - please provide the updated credit card expiration date (MM-DD-YYYY)

11. If I receive an unsuccessful billing notification, can I pay via other payment channels? What are the options?

Yes. You can still pay via:

GCash
Bills Payment through Accredited Banks (BPI, BDO, Metrobank, PNB, Security Bank & Robinsons Bank)
Payment Centers (SM & Bayad Center)
Over-the-counter payment in any PLUK customer centers
PRUAccess (Web Pay)*

* This option is not available for policies with enrolled Auto-Credit/Debit Card via mobile application (PRUOne).