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Branch Operations Notice

Status of Branch Operations

Dear Customers,

With the continued concerns about the high number of COVID-19 cases, the health and safety of our community, customers, distribution partners and employees remain our priority. Please be assured of continued uninterrupted service, supported by multiple touchpoints and online platforms (listed below) for premium payments and servicing needs.

Branch Office Operations Update:

Re-opening of branches in Selangor, Wangsa Maju, Kuantan and Seremban.

For all branches in Selangor, revised operation hours from 8.45am to 1.00pm

All other branches operation hours from 8.45am to 3.00pm

To ensure the safety and wellbeing of everyone, in addition to full compliance with the standard operating procedures (SOP) issued by the relevant authorities, customers will be served strictly by appointment only. Kindly click here to check on opening status and book an appointment.

We strongly encourage you to use our online self-services platforms so that you can Stay Home and Stay Safe!

Online Payment for Family Takaful Contribution

Customers who used to make payments at our branch offices may now use the following online channels, which are safe and easy:

Claim Submission

You may submit e-claims through your PruBSN Takaful Consultant or e-mail the completed claim form with all relevant supporting documents to For additional requirements you may refer to any pending information required from the Company via PruBSN Touch. (This is only applicable to pending cases and NOT new Claims submission).

Service Request Submission

You may either seek assistance from your PruBSN Takaful Consultant to help you with e-submission, or download various servicing request forms from our Corporate Website. Simply complete the form and e-mail it to 

IMPORTANT: To safeguard our customers’ interest and ensuring authenticity of the requests, we will only be accepting forms received from the e-mail address that you have registered with us. To avoid any unnecessary delay, please update your contact details, including email address via PruBSN Touch.

Certificate Payout and Refund

We will be making due payout/refund via online bank transfers as we cease cheque issuance during the MCO period. Please register your bank account details with us by following these simple steps:

i. Login to PruBSN Touch

ii. Select menu Certificate > Certificate Listing > E-Credit Facility > Register/Edit E-Credit Information.

Certificate Related Communications

Servicing letters will be sent out in phases and please expect some delay during the MCO period.

Access to Certificate Information

You may also access your certificate information, make simple self-service transactions and even make contribution payment online via PruBSN Touch


Meanwhile, our Customer Service Centre is available from Monday to Friday, 8.30am - 5.15pm (excluding Public Holidays) to guide you should you need any help accessing the above online services. Contact us at 03 - 2775 7188 or e-mail to

We would also like to assure you that our Hospital Alliance Services (HAS) remain available 24/7 to facilitate issuance of guarantee letters for medical treatment or hospital admissions.

Dear Valued Customers,

Streamlining of Prudential Malaysia Branch Network

Prudential Malaysia is committed to serving the long-term protection and savings needs of our customers.

Understanding the ever-changing servicing needs of our customers, PruBSN provides innovative service delivery via multiple channels. Supporting our customers’ shift for servicing via alternative channels, PruBSN will be streamlining our branch network. With this, effective 1 May 2021, we will discontinue our services at our branches in Mentakab, Taiping, Segamat, Kangar, Tawau, Bentong and Teluk Intan. Our agency force in the area will continue to be there for our customers and to support them with their health and protection needs. 

We remain focused on providing the highest quality of service and care to our customers and are taking the necessary actions to ensure our customers and agents are well informed ahead. Rest assured that their in-force certificate benefits and servicing agent remain unchanged. With our available online platforms (refer to table below) to perform payments, servicing requests, enquiries, documents submission and other forms of servicing, our customers can now benefit from enhanced customer experience, which is safe, convenient and can be accessed anytime and anywhere.

PruBSN remains firmly committed to all our customers and we will continue to maintain our presence in Mentakab, Taiping, Segamat, Kangar, Tawau, Bentong and Teluk Intan where our agency force is dedicated to supporting our customers in every step of their health and wellness journey.