Loss of life
Claims related to the passing of a policyholder due to illness or non-accidental causes.
Total and permanent disability claim
- Documents you will need
- Claims form to download
- Submission instructions
- Documents you will need
- Claims form to download
- Submission instructions
Documents you will need
- Claim Application Form duly completed by Participant
- Confidential Medical Certificate duly completed by the last attending doctor
- Certified true copy of the employment termination letter
- Certified true copy of the medically boarded out letter and SOCSO/EPF withdrawal approval letter (if any)
- A copy of Police Report (accident only)
- Others: Latest physiotherapy/rehabilitation progress, doctor referral letters, blood tests, urine tests, biopsy, MRI, CT Scan, ultrasound and all investigation reports (where applicable)
- Direct Credit Facility Form (if not submitted before)
Frequently asked questions
Note: The information provided here is intended as a general guide. If you have any questions, please contact your agent or our Customer Service team at 03-2775 7188 or e-mail at customer@prubsn.com.
You may obtain the claims forms from any PruBSN branch, through your servicing agent or download them from the PruBSN corporate website.
For further assistance, please contact your agent or our Customer Service team at 03- 2775 7188 or email to customer@prubsn.com.my
You may submit the completed forms and supporting documents to us via your agents or directly to any PruBSN branch. Below are the steps of the claim submission and payment process:
- Step 1: Notify, Complete and Submit the Required Form
- Contact your agent or PruBSN Customer Service Centre for your claim submission within 30 days from accident/admission/consultation date.
- Complete the claim forms, attach all relevant documents and submit through your agent, PruBSN Head Office or any nearest PruBSN branch.
- You may obtain the forms directly from any PruBSN branch, from your servicing agent or download via PruBSN corporate website.
- Step 2: Claim Processing & Decision
- You will get the acknowledgement of receipt via SMS within 3-5 working days after physical/e-claim claim submission is received.
- For claims submission with complete documentations, the decision will be made within 10 working days. For incomplete documents, you will receive a written notification and a requirement letter within 10 working days from date of notification (refer Q6), and you will be prompted via SMS.
- Step 3: Claim Payment
- Payment will be made within 3 working days of claim approval and notified via SMS.
- PruBSN/Prudential Branch Officers
- PruBSN/Prudential Business Development Executive/Manager
You may check the status of your claim submitted via the following options:
- Through your agent
- Through PruBSN Touch
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
Yes. You may submit your claim documents and we will assess it in accordance with your certificate terms and conditions. Please refer to the amount that was not covered by your employer/other insurers for the document requirements.
- You can view/download via PruBSN Touch
- Through your agent who can download the letter via PRUServe Plus
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
If payment cannot be credited into the claimant’s bank account, requirement letter will be issued for new e-credit form. To avoid such inconvenience please ensure your personal and e-credit detail is updated in PruBSN Touch accurately.
The claimant has to provide an official letter from Malaysia’s Department of Insolvency to allow payment to the rightful debtor or payee.
Original/physical document requirement will be waived for claim submission through e-channels (eg. emails, agent portal). Please ensure that you cross and write *For PruBSN use only* on the original documents and receipts.
Yes, you should retain all original documents and receipts for submission where necessary. PruBSN reserves the rights to request you to submit all original and supporting documents during claim assessment or after the claim has been settled for audit purposes.
For claim application where physical original copy of documents and receipts are requested by PruBSN, it may be submitted via below channels:
- PruBSN/Prudential branch drop boxes
- Mail to Level 11, DMC Department, Menara Prudential, Persiaran TRX,55188 Tun Razak Exchange, Kuala Lumpur
You may write in your appeal, together with relevant supporting documents for us to reassess your claims.
Claims form to download
Frequently asked questions
Note: The information provided here is intended as a general guide. If you have any questions, please contact your agent or our Customer Service team at 03-2775 7188 or e-mail at customer@prubsn.com.
You may obtain the claims forms from any PruBSN branch, through your servicing agent or download them from the PruBSN corporate website.
For further assistance, please contact your agent or our Customer Service team at 03- 2775 7188 or email to customer@prubsn.com.my
You may submit the completed forms and supporting documents to us via your agents or directly to any PruBSN branch. Below are the steps of the claim submission and payment process:
- Step 1: Notify, Complete and Submit the Required Form
- Contact your agent or PruBSN Customer Service Centre for your claim submission within 30 days from accident/admission/consultation date.
- Complete the claim forms, attach all relevant documents and submit through your agent, PruBSN Head Office or any nearest PruBSN branch.
- You may obtain the forms directly from any PruBSN branch, from your servicing agent or download via PruBSN corporate website.
- Step 2: Claim Processing & Decision
- You will get the acknowledgement of receipt via SMS within 3-5 working days after physical/e-claim claim submission is received.
- For claims submission with complete documentations, the decision will be made within 10 working days. For incomplete documents, you will receive a written notification and a requirement letter within 10 working days from date of notification (refer Q6), and you will be prompted via SMS.
- Step 3: Claim Payment
- Payment will be made within 3 working days of claim approval and notified via SMS.
- PruBSN/Prudential Branch Officers
- PruBSN/Prudential Business Development Executive/Manager
You may check the status of your claim submitted via the following options:
- Through your agent
- Through PruBSN Touch
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
Yes. You may submit your claim documents and we will assess it in accordance with your certificate terms and conditions. Please refer to the amount that was not covered by your employer/other insurers for the document requirements.
- You can view/download via PruBSN Touch
- Through your agent who can download the letter via PRUServe Plus
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
If payment cannot be credited into the claimant’s bank account, requirement letter will be issued for new e-credit form. To avoid such inconvenience please ensure your personal and e-credit detail is updated in PruBSN Touch accurately.
The claimant has to provide an official letter from Malaysia’s Department of Insolvency to allow payment to the rightful debtor or payee.
Original/physical document requirement will be waived for claim submission through e-channels (eg. emails, agent portal). Please ensure that you cross and write *For PruBSN use only* on the original documents and receipts.
Yes, you should retain all original documents and receipts for submission where necessary. PruBSN reserves the rights to request you to submit all original and supporting documents during claim assessment or after the claim has been settled for audit purposes.
For claim application where physical original copy of documents and receipts are requested by PruBSN, it may be submitted via below channels:
- PruBSN/Prudential branch drop boxes
- Mail to Level 11, DMC Department, Menara Prudential, Persiaran TRX,55188 Tun Razak Exchange, Kuala Lumpur
You may write in your appeal, together with relevant supporting documents for us to reassess your claims.
Submission instructions
Submit your claim online in four simple steps.
Step 1: Notify PruBSN
Inform PruBSN of the claim or potential claim within the required timeframe.
Step 2: Complete the forms
Download and fill in the required claim forms.
Step 3: Prepare supporting documents
Gather the necessary documents and receipts.
Step 4: Submit your claim
Email the completed forms, documents and receipts to customer@prubsn.com.my
Step 1: Contact your Takaful agent
Notify your takaful agent of the claim or potential claim as soon as possible.
Step 2: Complete the required forms
Download and fill in the necessary claim forms.
Step 3: Prepare supporting documents
Gather all required documents and receipts.
Step 4: Submit your claim
Your takaful agent will assist in submitting your claim via our digital platforms PruServe Plus or Takafulnet.
Important note:
- Make sure all claim forms and supporting documents are fully completed to avoid any delays
- Make sure your signature on the claim form is the same as the signature that was recorded
- Confidential Medical Certificate must be completed at the expense of the claimant himself
- This checklist is a reference before submitting a claim. We will request documents and other relevant information
- You will need to show the original document that has been copied and submitted to us when necessary
Frequently asked questions
Note: The information provided here is intended as a general guide. If you have any questions, please contact your agent or our Customer Service team at 03-2775 7188 or e-mail at customer@prubsn.com.
You may obtain the claims forms from any PruBSN branch, through your servicing agent or download them from the PruBSN corporate website.
For further assistance, please contact your agent or our Customer Service team at 03- 2775 7188 or email to customer@prubsn.com.my
You may submit the completed forms and supporting documents to us via your agents or directly to any PruBSN branch. Below are the steps of the claim submission and payment process:
- Step 1: Notify, Complete and Submit the Required Form
- Contact your agent or PruBSN Customer Service Centre for your claim submission within 30 days from accident/admission/consultation date.
- Complete the claim forms, attach all relevant documents and submit through your agent, PruBSN Head Office or any nearest PruBSN branch.
- You may obtain the forms directly from any PruBSN branch, from your servicing agent or download via PruBSN corporate website.
- Step 2: Claim Processing & Decision
- You will get the acknowledgement of receipt via SMS within 3-5 working days after physical/e-claim claim submission is received.
- For claims submission with complete documentations, the decision will be made within 10 working days. For incomplete documents, you will receive a written notification and a requirement letter within 10 working days from date of notification (refer Q6), and you will be prompted via SMS.
- Step 3: Claim Payment
- Payment will be made within 3 working days of claim approval and notified via SMS.
- PruBSN/Prudential Branch Officers
- PruBSN/Prudential Business Development Executive/Manager
You may check the status of your claim submitted via the following options:
- Through your agent
- Through PruBSN Touch
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
Yes. You may submit your claim documents and we will assess it in accordance with your certificate terms and conditions. Please refer to the amount that was not covered by your employer/other insurers for the document requirements.
- You can view/download via PruBSN Touch
- Through your agent who can download the letter via PRUServe Plus
- Contact our Customer Service Centre at 03-2775 7188
- E-mail us at customer@prubsn.com.my
If payment cannot be credited into the claimant’s bank account, requirement letter will be issued for new e-credit form. To avoid such inconvenience please ensure your personal and e-credit detail is updated in PruBSN Touch accurately.
The claimant has to provide an official letter from Malaysia’s Department of Insolvency to allow payment to the rightful debtor or payee.
Original/physical document requirement will be waived for claim submission through e-channels (eg. emails, agent portal). Please ensure that you cross and write *For PruBSN use only* on the original documents and receipts.
Yes, you should retain all original documents and receipts for submission where necessary. PruBSN reserves the rights to request you to submit all original and supporting documents during claim assessment or after the claim has been settled for audit purposes.
For claim application where physical original copy of documents and receipts are requested by PruBSN, it may be submitted via below channels:
- PruBSN/Prudential branch drop boxes
- Mail to Level 11, DMC Department, Menara Prudential, Persiaran TRX,55188 Tun Razak Exchange, Kuala Lumpur
You may write in your appeal, together with relevant supporting documents for us to reassess your claims.
Our claims promise
We're committed to supporting you every step of the way. Handling your claim with care, compassion and as quickly as possible.
Type of claims
Find the claim that applies to your situation.
Total and Permanent Disability (TPD)
Claims when a policyholder becomes totally and permanently disabled.
Critical Illness
Claims for early, critical, terminal, or female-specific illnesses covered under the policy.
Inpatient claims / day surgery
Claims for hospital admission or day surgery expenses.
Overseas medical / accidental
Claims for medical treatment or accidents that occur while abroad.
Pre- and post-hospitalisation claims, outpatient cancer, kidney dialysis treatment
Claims for medical expenses before and after hospitalisation, as well as outpatient treatments such as cancer therapy or kidney dialysis.
Accidental medical reimbursement / emergency outpatient treatment
Claims for medical expenses resulting from accidents, including emergency outpatient care.
Hospital income / hospitalisation benefit / weekly indemnity
Claims for income benefits during hospitalisation, including daily hospital income or weekly indemnity.
Other type of claim
If your claim type is not listed, click here to find out how to proceed and what documents are required.
