Learn more about the NEW PRUServices

Frequently Asked Questions

The NEW PRUServices allows you to access your policies via any web browser (Google Chrome, Microsoft Edge, Safari, Firefox etc.) on your mobile phone or desktop. Click here to visit the website.

• If you have an existing Pulse account, you can use the same log-in details to access the PRUServices website.

• If your Pulse account was created through Facebook or Google, you need to create your PRUServices website account using a different email address. 

• If you don't have an existing Pulse account, you can create your PRUServices account using a valid email address.  A One-Time Password (OTP) will be sent to your registered email to authenticate your email. Input the OTP and follow the instructions in providing a strong password to finalize your account creation. 

No, you won't be able to use your Pulse account created via Facebook or Google or for the PRUServices website. 

You need to create a new account for PRUServices website using a different valid email address.

Your policies currently linked in Pulse will not reflect on PRUServices website. You need to link your policies to PRUServices website.

Yes, you can access PRUServices with any mobile or desktop browser 24/7. You can access it from anywhere except for these high-risk countries: 

1. Cuba
2. Iran
3. North Korea
4. Syria
5. Russia
6. Ukraine
7. China
8. Turkey
9. Brazil
10. Bangladesh
11. Pakistan
12. India
13. Nepal
14. Romania
15. Afghanistan
16. Japan

No, you cannot use your PRUAccess credentials to log in to PRUServices. You need to register for a PRUServices website account. 

However, if you are a Pulse app user, you can use the same Pulse login details for PRUServices website.  Go to PRUServices website, choose 'Sign in with email,' and provide your registered Pulse email address and password.

While both platforms allow you to view and manage your policies, PRUServices offers a more streamlined and friendly interface, with initial features such as: 

• link policies

• view policy details & financial value

• update contact information

• pay online & manage payment frequency

• request for digital policy cancellation

• View payment transaction history NEW
  

• Update Beneficiary NEW

• E-Policy Kit viewing NEW

Yes, you can link multiple policies to PRUServices website. There is an option to add and update linked policies on the Homepage.  

You can link conventional policies (purchased through Agents or Customer Centers) and digital policies (purchased through Pru Life UK's website or Pulse). 

If you recently changed your email address through your agent or our Customer Contact Center, you can link your policy on the NEW PRUServices using the updated email address the following business day.

For any assistance, please reach out to our Customer Contact Center at:

PLDT Hotline for Metro Manila: (632)8887-LIFE (632-8887-5433) 

PLDT Domestic Toll-Free: 1-800-10-PRULINK (1-800-10-7785465)

Globe Hotline for Metro Manila: +63 (2) 7793-5433

Globe Domestic Toll-Free:  1-800-82-785465

Email: ps.feedback@prulifeuk.com.ph

Your residential address is your permanent address, while your correspondence address is a mailing delivery address. You may use the same address for your residential and correspondence address.

For policyowners of digital policies (purchased through Pru Life UK website or Pulse) – changes to your residential address will reflect across all your other digital policies only.

For policyowners of conventional policies (purchased through an Agent or Customer Centers) – changes to your residential address will reflect across all your conventional and digital policies. 

Changes to your correspondence address can be applied per policy.

For digital policies, updated contact details will reflect on the same day. 

For conventional policies, updated contact details will reflect within 24 hours from submission of the request.

You are seeing the error message 'To help us look into your request, you may contact your agent or email us at ps.feedback@prulifeuk.com.ph’ because your transaction needs further review. Rest assured our Customer Contact Center Team will be in touch with you once you've emailed the error you received.

Through the 'Pay Premium' on PRUServices website, policyowners can make one-time payment for their policy premiums using a VISA, Mastercard, or JCB debit/credit card.

The Pay Premium feature is available for the following:

1. Traditional and unit-linked policies purchased via Agent
2. Policies under In-Force - Premium Paying status
3. Policies under Cash
4. Policies under monthly, quarterly, semi-annual, or annual payment mode
5. Policies in PHP currency

Pay Premium feature is currently not available to cater to:

1. Third-party payor (TPP) payments
2. Single-pay policies, policies purchased through PRUShoppe in Pulse, and policies under Fully Paid status
3. Advance payment for policies enrolled in automatic credit card billing or Automatic Debit Arrangement (ADA) payment facilities
4. Policies in USD currency

Yes, you can pay your premium through PRUServices sixteen (16) days after your policy's due date. This is to ensure that your enrolled credit card or bank account was not successfully charged before you pay through PRUServices.

Yes, you can pay your premium through PRUServices provided that your policy’s payment method is “cash,” and the advance premium payment is transacted within fifteen (15) days before your policy’s due date.

Your payment will be posted on PRUServices within 24 hours from successful payment transaction date.

Yes, you can settle all your outstanding due dates or settle selected due date (s) only.

No, authorized third-party payors cannot pay premiums on PRUServices website. Only the policyowner, using his/her own debit or credit card details, is allowed to pay via 'Pay Premium.'  Authorized third party payors can transact premium payments through other payment channels. Any payments made using debit or credit card that are not owned by the policy owner may be subject to post-verification and/or reversal.

Yes, you may request for changes in your payment frequency if policy is:

• in-force

• updated in terms of premium payment (no outstanding premium)

• enrolled under auto-payment facility (debit/credit card or token enrolment) if you are requesting to switch to monthly payment 

• within the cycle period

If you wish to switch to SEMI-ANNUAL payment: You may switch to semi-annual payment only if your anniversary date and your next due date are within the same group in the table below. Otherwise, you have to pay first any off cycle dues before you can request for change in frequency. For example, if your policy anniversary is in February and you are making the request in January, then any outstanding and/or remaining dues before February should be paid so your request can be processed.

If you wish to switch to ANNUAL payment: You are allowed to change payment frequency to annual if your next due date is the same with your policy anniversary date. 

The refund of a payment for policy cancellation will be charged back to the client. The chargeback will be through the payment mode enrolled by the policyowner during the new business application process. It can be done through credit/debit card or GCash. Chargeback processing is automated. After successful cancellation, the refund amount will be credited within 24 hours for GCash payments and five to seven business days for credit/debit card payments.

You will receive an SMS notification if the payment mode is through GCash.  

To check the refund, refer to your credit/debit card’s Statement of Account or GCash account.

You may still view policies on PRUServices website but further transactions will not be available anymore.

Policies will be available for viewing for up to 10 years.

You can view the history of your renewal premiums that were paid via the NEW PRUSerivces website (Pay Premium) only.

The Payment History is only available for Regular Pay, and Limited Pay Investment-linked insurance products only. Digital and Traditional policies are excluded.

No, your policy’s complete payment history is not available on the NEW PRUServices. The site will only display payments up to three (3) years of Renewal Payments from the launch date of the Payment History feature.

Yes, you can change or update your designated beneficiary through the NEW PRUServices website. This is for both conventional policies (purchased through Agents or PRU Customer Centers) and digital policies (purchased via Pru Life UK website or Pulse) that are with 'In Force' status.

For conventional policies, you can add up to 15 beneficiaries.  Beneficiaries can be a father, mother, sibling, spouse, or child.

For digital policies, you can add up to 2 beneficiaries.  Beneficiaries can be a spouse, child, father, mother, or grandparent.

For both digital & conventional policies, updated beneficiary details will reflect on the NEW PRUServices within 24 hours from the submission of request.

Updates in your beneficiaries will reflect on the NEW PRUServices website within 24 hours from the time it was updated.

For Digital policies, you can view the following documents:

• Product Summary
• Data Privacy Statement
• Declaration of Understanding
• Products Terms and Conditions
• Products Benefits
• Policy Info
• Auto Renewal Terms and Conditions
• Designated Beneficiary
• Contract Endorsement

For Conventional policies, the following documents are:

• Welcome Letter
• Policy Data Page
• Quotation Proposal
• Application Form
• Suitability Assessment Form
• Contract E-policy Booklet

You can see your registered personal details, policy number, insurance coverage, payment terms, financial benefits and your agent’s details (agent’s name, email, mobile, and branch name).

Yes, all values are updated daily. Fund values shown are as of the latest unit pricing date for investment-linked policies, and as of viewing date for traditional policies.

In case of a claim, withdrawal, surrender, or loan, the actual payout value may vary from the values shown as of your viewing date and will be subject to further validation and processing.

Yes, you can view the Payment History for lapsed, in-force and fully paid policies.

An E-Policy is a digital version of your insurance policy contract. You can securely access it through the NEW PRUServices website.

Yes, you can download and print your E-Policy from the NEW PRUServices if you prefer a physical copy.