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General FAQs
1.1 What is life insurance?
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Life insurance is an agreement between an insurer (life insurance company) and its customer (policyholder), by which the insurer agrees to pay a certain sum to the insured or to his/her beneficiary(s) and the insured pays premiums to the company within the agreed time.
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It is a means of savings which comes with life protection. The amount and the period for the savings can be specified.
1.2 How many types of products does Prudential Thailand have, and what are they?
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Ordinary Life
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Personal Accident
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Credit Life
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Unit Link
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Group Life
1.3 How many types of life insurance plans does Prudential Thailand have, and what are they?
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Whole Life: which gives a long-term life coverage. If the insured dies while the policy is inforce, the Company will pay the sum assured to his/her beneficiary(s). If the insured lives through the policy’s maturity date, the Company will pay a benefit as stated in the insurance policy.
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Endowment: is a savings plan that comes with life coverage. The Company will pay the sum assured to the policyholder at the policy maturity date, or, it will pay a sum to the insured’s beneficiary(s) should the insured dies while the policy is in effect. The savings element of this plan comes at the policy maturity date when the insured is paid a certain sum.
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Term Life: is a plan that pays a death benefit to the beneficiary(s) should the insured dies within the term of coverage. This type of plan gives some financial security to those left behind by the insured’s untimely death. The plan does not have a savings element so there is no pay-back at the end of the policy term. Therefore this type of product has a low premium.
1.4 How many types of distribution channel does Prudential Thailand have, what are they?
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“Face-to-Face” selling is done through the Agency Channel. The agents seek out prospects to ascertain their needs and help make future plans through financial savings by introducing the right products to them. Face-to-Face selling is done through
- Sales Agents
- Financial Service Consultants
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Direct Marketing/Telemarketing (DMTM), which is done over the phone.
1.5 What are the conditions to accept to insure a policy?
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In general, conditions will be set for age, minimum premium payment , payment mode, etc.
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Additional conditions may call for Anti-HIV screening (for case-by-case); list of medical check-up that may be required (for case-by-case); underwriting conditions for pregnant women / housewives / non-working persons / youths (under 17 years) / students / monks and foreigners.
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There may be conditions set for “Non-med” cases, which means that the Company will accept to write a policy without requiring the insured to undergo a pre medical check-up. **please re-check the requirements**
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Medical check-up requirements
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Occupation-class
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Financial standing, etc.
1.6 How many payment channels does Prudential Thailand have and what are they?
1. Automatic Premium Payment
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Payment by automatic deduction from savings or current account
- Payment by automatic direct debit via credit card
2. Payment via Mobile Application, Internet Banking, ATM and at Bank counters
- Payment by scanning QR Code/Bar Code from Premium Billing Notice sent by the Company or clicking link from SMS sent by the Company to make payment immediately
3. Payment via Counter Service
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Customer can choose to pay premium for a life insurance policy via “Counter Service” by bringing along “Premium Billing Notice” to make payment at Tesco Lotus, Counter Service (7-11), BigC and Post Office.
4. Online payment via PRUPolicy and PRUConnect
1.7 Who do I contact to find out the status of my application?
Please contact our Customer Service Center at 1621
Mondays-Fridays from 08:30 - 19:00 hrs. and on Saturdays from 08:30-16:00 hrs.
(Except Sunday, Company Annual Holidays & Public Holidays.)
Email :hotline@prudential.co.th
1.8 What must I do if I have not yet received my life insurance policy?
Please contact our Customer Service Center at 1621
Mondays-Fridays from 08:30 - 19:00 hrs. and on Saturdays from 08:30-16:00 hrs.
(Except Sunday, Company Annual Holidays & Public Holidays.)
Email :hotline@prudential.co.th
The interest rate for coupon reinvestment FAQs
2.1 What is the new interest rate for coupon reinvestment?
2.00% per year
2.2 When will the new interest rate take effect?
The new interest rate will take effect from 1 March 2021 onwards.
2.3 Will the new rate affect the amount that has been deposited?
There is no effect on the accumulated amount that has been deposited. However, the accumulated amount will be calculated based on the new interest rate from 1 March 2021 onwards.
2.4 Can customers withdraw the annual cash back that is maintained with the Company?
Customers can request withdrawal of money that is maintained with the company by completing the request form, choosing how payment is received (by cheque or transfer to a savings account), having copies of ID card (certified by the Insured) and a copy of the passbook (in case of choosing to transfer a savings account) attached and sending all documents to the Company.
The customer will receive the money within 7 working days from the date the Company received complete documents.
Document submission channel:
- By postage mail: Policy Service Division, Prudential Life Assurance (Thailand) Public Company Limited
No. 9/9 @Sathorn Building, 21st Floor, South Sathorn Road, Yannawa Sub-district, Sathorn District, Bangkok 10120
- By facsimile Fax: 0 2352 4888 press 2
- By e-mail: hotline@prudential.co.th
2.5 If customers have already requested for withdrawal of annual cash back that has been maintained with the company, can they make a new request to re-deposit?
If the customer has already withdrawn he annual cash back that has been deposited with the company, he or she will not be able to make a new request to re-deposit because the request to maintain the benefits with the Company can be exercised once only.
2.6 For new customers: if they would like to maintain an annual cashback with the Company, what should they do?
Customers must inform the Company about this intention at the stage of insurance application, by filling in the Request Form.
2.7 Where can I look for the information regarding the interest rate for coupon reinvestment?
Customers can look for the detailed information at the Company's website, https://www.prudential.co.th/corp/prudential-th/en/about-prudential-thailand/our-financial-performance/ "Our performance“ Menu. The interest rate is subject to change in the future. In case of rate change, there will be an announcement in the Company’s website.
2.8 Can the interest rate for maintaining annual cash back with the company be changed?
The interest rate can be changed in the future. The announcement of rate change will be posted in the Company’s website. Customers can look for the detailed information from the Company's website, https://www.prudential.co.th/corp/prudential-th/th/about-prudential-thailand/our-financial-performance/ "Our Performance“ Menu.
2.9 Through which channel can customers check the deposit amount for the cash back maintained with the Company?
Customers can check or contact the company for detailed information about the deposit amount that was maintained with the Company from the following channels:
- Check the information from the Premium Notice under the “Benefits” Section
- Customer Service Center, Tel. 1621
- E-mail: hotline@prudential.co.th
- Line Official Prudential Thailand (Live Chat function)
- Facebook https://www.facebook.com/PrudentialThai/ ผ่านทาง Messenger (ฝากข้อความ) Via Facebook Messenger (leave a message)
Claim-Related FAQs
How do I make claims, who do I contact?
3.1 what documents are needed for Normal Death Claims?
You will need to submit the following claims documents to the Company
1. Documents for the Insured
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The Insured’s life insurance policy (in original)
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Death Certificate, in original (if a copy is produced, it will need to be certified by the issuing officer)
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A copy of the Insured’s ID card, verified by the Beneficiary
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A copy of the Insured’s House Registration with the word “Deceased” stamped on the registration and verified by the Beneficiary
2. Documents for the Beneficiary(s)
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A death claims request, signed by all the Beneficiaries
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Copies of ID Card(s) and House Registration(s) of the Benefiary(s)
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A written consent by the Beneficiary(s) or the legal heir(s) to disclose the deceased’s medical history
3.2 What documents are needed for Accidental Death Claims?
You will need to submit the following claims documents to the Company
1. Documents for the Insured
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The Insured’s life insurance policy (in original)
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Death Certificate, in original (if a copy is produced, it will need to be certified by the issuing officer)
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A copy of the Insured’s ID card, verified by the Beneficiary
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A copy of the Insured’s House Registration with the word “Deceased” stamped on the registration and verified by the Beneficiary
2. Documents for the Beneficiary(s)
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A death claims request, signed by all the Beneficiaries
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Copies of ID Card(s) and House Registration(s) of the Benefiary(s)
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A written consent by the Beneficiary(s) or the legal heir(s) to disclose the deceased’s medical history
3. Additional documents
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The Police Report, verified
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The Coroner’s Report
3.3 What documents are needed for Accidental Non-death Claims?
You will need to submit the following claims documents to the Company
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A Claims Form (completed by the Insured)
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A Doctor’sl Report or a Hospital Report (giving details of the treatment)
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Copy of the Insured’s ID Card
3.4 What documents are needed for Medical Claim?
You will need to submit the following claims documents to the Company
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A Claims Form (completed by the Insured)
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A Doctor’sl Report or a Hospital Report (giving details of the treatment)
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Copy of the Insured’s ID Card
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The original receipt with a cover page showing a summary of expenses
FAX Claims FAQs
4.1 Which hospitals are offering the HM fax-claim service?
The HM fax-claim service is available at all Prudential’s hospital network. You may check for our hospital network from our Prudential website.
4.2 What documents are needed to apply for the fax-claim service?
These are the documents needed
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Your Policyholder ID Card, or your ID Card
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Your signature on the HM Fax-Claim Application Form
4.3 If the policyholder is eligible to make claims from other health providers, will he/she still be eligible to use the fax-claim?
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If the policyholder chooses to use our fax-claim service as a first choice, he/she will be issued a copy of the receiptfor expenses incurred for the treatment and the original receipt will be sent to us, as payer of your coverage. If there are any balances, the policyholder will have to settle this amount directly with the hospital and he/she will be issued the original receipt for this difference. This original receipt can be used to file claims from other insurers, social welfare, etc.
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If the policyholder has health insurance with other insurance providers and chooses to use the fax-claim service of the other insurance providers first, he/she may then use the copies of these receipts along with copiesof the hospital documents (expense details, claim form, doctor’s certificate and the claimant’s ID card) to file for his/her HM claims from Prudential. Prudential’s HM rider is a long-term health insurance rider that pays a specific sum as stated in the policy. It does not pay for the treatment’s actual expense. By choosing to use other health insurance that the customer may have before using Prudential’s HM health rider, the customer will gain the maximum benefit as he/she will be able to claim from both sources.
4.4 If the policyholder has already signed on the HM fax-claims form, will he/she be able to cancel this (and revert to use the other health insurance that he/she may have?)
If the policyholder has chosen to use our fax-claims service and if our company has already proceeded with payments to the hospital, then the procedure cannot be reversed or cancelled.
Tax Exemption FAQs
5.1 Life insurance policies that were issued before January 1, 2009, with a term of 10 years and above are eligible for a full tax benefit, but not exceeding 100,000 Baht.
Announcement by the Director-General of the Revenue Department on tax exemptions for life insurance policies (for those who bought life insurance policies from January 1, 2009 onward).
List of life insurance products whose premiums are eligible for personal income tax privilege, as announced by the Director-General of the Revenue Department, Announcement No. 172 dated December 30, 2008.
Notification of the Director-General of the Revenue Department On Income Tax Collection (No. 315) Prescribing Rules, Procedures and Methods Related to Tax Exemption for Health Insurance Premium Paid by Income Tax Payer
5.2 Personal Income Tax, equivalent to the amount of premiums paid for Annuity life insurance policies (for those with incomes)
Announcement by the Director-General of the Revenue Department (Announcement No. 194) on regulations and procedures for tax exemption on the amount paid for Annuity life insurance plans, for those with incomes, as stated in the third paragraph of item 2(6) of the Ministry’s Regulations, No. 126 (B.E. 2509) of the Revenue Code on Exemptions on State Revenue.
