PRUServices

View e-Medical Card

1. Where do I view and download my eMedical Card on PRUServices?

Follow these steps:

I. Go to the PRUServices homepage.

II. Click on Health menu

III. Select View e-Medical Card.

IV. Your eMedical Card images for all certificates will be displayed.

V. Use the Front and Back toggle buttons to switch between both sides of the eMedical Card image.

VI. Click Download to save your e-Medical Card image to your device.

2. Is there any limit on how many times I can download the eMedical Card?

No, there is no limit. You may download your eMedical Card as many times as needed.

3. Is it necessary to present the eMedical Card for hospital admission?

No, it is not necessary for you to present your eMedical Card during hospital admission. The eMedical Card serves as an easily accessible reference to your medical plan, including your plan name and the certificate number. However, you must present your NRIC for verification at the hospital’s admission and discharge counter.

Submit a claim

1. What claim types can I submit through PRUServices?

You may reimburse the following claims through PRUServices:

i. Hospitalisation/Day Surgery

• Inpatient treatment
• Day Surgery

ii. Outpatient Treatment

• Pre-hospitalisation Treatment
• Post-hospitalisation Treatment
• Outpatient Cancer Treatment
• Outpatient Kidney Dialysis
• Emergency Accidental Treatment/Accident Medical Reimbursement
• Home Nursing Care
• Hajj/Umrah Vaccination

2. How do I submit my claim via PRUServices?

You may refer to Claim Submission User Guide to submit your claim via PRUServices.

3. What are the documents required for Submit a Claim?

You can refer to the Document Checklist available in PRUServices during the claims submission process. This checklist provides guidance on the specific documents required based on the type of claim selected.

4. How many invoices/ bills are allowed per claim submission through PRUServices?

You can submit up to three (3) invoices/ bills for each claim submission via PRUServices.
Note: The three (3) invoices/ bills is referring to three (3) event dates.

5. Do I required to submit the original receipts to PruBSN upon successful claim submission via PRUServices?

No. You do not need to submit original receipts to Prubsn as has been successfully uploaded through PRUServices. However, please ensure that the uploaded images are clear, complete, and legible to avoid delays in processing.

Note: In certain cases, the claims team may request original documents for verification. If this is required, customers will be contacted directly.

6. What are the advantages of self-service submission compared to agent submission?

Self-service submission streamlines the process for you, making it more convenient and efficient.

7. What happens if I select the wrong policy or claim type during submission?

Don’t worry—claims will be processed based on your best available benefits. If the selected policy or claim type doesn’t match the actual coverage, we will contact you and ensure the claim is handled appropriately.

8. How can I track the progress of my submitted claim?

You will receive updates on your claim status through:

i. SMS notifications
ii. A call from our Claims Team if additional information is required

9. How long does it take to process a claim?

The estimated timeframe is within 14 working days upon receiving the complete claim document.

10. How can I submit my outstanding claim requirements?

You can submit the requirement via below:

i. Dedicated email address (which will be stated in requirement letter)
ii. Customer Engagement Centre (branches)
iii. Contact servicing agent

11. What should I do if I miss the deadline to submit the required documents and the claim has been closed?

If the claim has been closed due to missed deadlines, you can resubmit the claim as a fresh submission along with the required documents via PRUServices.

12. What happens if I accidentally close my browser while submitting a claim?

If you exit the browser before completing the claim submission, you may need to restart the process from the beginning as the save draft function currently unavailable.

13. What should I do if my direct credit fails?

If a direct credit attempt fails, you will receive an SMS and a notification letter asking you to update your payout account details to ensure future payments are processed successfully.

14. If I have questions about the requirements received, whom should I contact?

You can call our Contact Centre or visit the nearest Customer Engagement Centre for assistance.

Track Claims

1. What is Track Claims?

The Track Claims feature lets PruBSN certificate holder easily monitor the status of their medical reimbursement claims anytime, anywhere.

Note: This feature is currently not available for death, critical illness, Total and Permanent Disability (TPD), female illness, waiver, income benefit and Hospital Alliance Services (HAS) facilities.

2. How can I track my claims in PRUServices?

You can track your claims on PRUServices by following these steps:

Step 1: In PRUServices homepage, click Track Claims under Claims tab from the top bar or under Popular Services.

Step 2: On Track Claims page, search the claim no. using the search bar or filter options such as person covered, claim status and submission date.

3. What types of claims status can I track in PRUServices?

You can track the following claims status through PRUServices between:

• Open claims Tab
  1. Submitted
  2. In Review
  3. Action required
  4. Approved
  5. Pending payment
• Claims history Tab
  1. Paid
  2. Declined
  3. Closed

4. What is the maximum date range for viewing claims in PRUServices?

You can retrieve medical reimbursement claim records for up to 3 years from the submission date. To view specific claims, use the date range filter options available in Track Claims.

5. Will I be notified if there are outstanding requirements for my claims?

Yes, you will receive a notification about your claims via SMS. Meanwhile, you can also view any outstanding requirements, including due dates and the list of documents, within the Activity Timeline on the Track Claims page.

6. How and where can I submit outstanding or additional documents required for my medical reimbursement claims?

You can upload the required documents in PRUServices by navigating to Track Claims > Documents.

Within the claims details page:

1. Click Upload File.
2. A pop-up window will appear, allowing customers to upload all necessary documents.

Once all documents are uploaded, click “Confirm” to complete the process.

7. How can I view and check the details of completed claims in PRUServices?

You can view your medical reimbursement claims under the Claims history tab on the Track Claims page. Completed claims may have one of the following statuses:

• Paid
• Closed
• Declined

To check the details of a specific claims, you can go to the Activity Timeline page. For more information about the claims status, they can click the “View Letter” button available on that page.

8. If I have questions about the requirements received, whom should I contact?

You can call our Customer Service Centre at 03-2775 7188 , e-mail to customer@prubsn.com.my or visit the nearest Customer Engagement Centre for assistance.

Find Healthcare Provider

1. What is the “Find healthcare provider” feature in PRUServices?

This feature helps you to easily locate the nearest PRUPanel Plus hospitals and search for doctors within our trusted network, including those under PRUPanel hospitals.

2. Who can access the Find healthcare provider feature, and what details does it provide?

All PRUServices users can access this feature. It provides a comprehensive list of panel hospitals, detailed hospital information including facilities, profiles of doctors and PRUPanel Plus benefits within our trusted network.

3. Can I use the Find healthcare provider feature to view all hospitals across Malaysia?

This feature displays only Prudential BSN Takaful Berhad’s panel hospitals, starting with PRUPanel Plus, followed by PRUPanel hospitals.

4. What is the benefit when location services are enabled when searching for hospitals and doctors?

If location services are enabled, you can adjust your location and distance filters, and the search will be based on your current location.

5. What is the Map View feature in Find healthcare providers?

This feature lets you visually locate panel hospitals and doctors on an interactive map using selected filters. When you click on a marker, it displays the hospital or doctor’s name, location, and key details

6. How can I contact my preferred hospital through PRUServices, and what benefits are offered by the hospital?

On the Hospital Details page in Find healthcare providers, you can view the following information:

i. Full hospital address
ii. Contact details such as phone number and website
iii. List of available facilities
iv. PRUPanel Plus and HealthEnrich Preferred benefits
v. Directions to the hospital
vi. List of doctors available at the hospital

7. What does PRUPanel Plus refer to in Find healthcare provider?

PRUPanel Plus refers to a nationwide network of carefully selected panel hospitals and specialist centres, providing enhanced care, exclusive benefits and great value-added services for Prudential BSN Takaful Berhad’s customers.

8. What does HealthEnrich Preferred label refer to in Find healthcare provider?

HealthEnrich Preferred refers to a selected panel hospitals providing additional benefits and superior comfort for PruBSN HealthEnrich (Premier and Advanced) and HealthEnrich Plus (HE+ Premier and HE+ Advanced) medical certificate holders.

9. How can I check if my chosen hospital is part of PRUPanel Plus or offer HealthEnrich Preferred benefits?

Hospitals that are part of PRUPanel Plus or offer HealthEnrich Preferred benefits will have a label indicator displayed on their information card.

10. Will the list of hospitals and doctors be updated periodically?

Yes. The hospital and doctor listings will be updated promptly whenever we receive the latest information from the hospital.

11. Can I view a doctor's contact details and schedule an appointment directly from this page?

No, this page only provides hospital contact information. Currently, it is intended for viewing details only and does not support appointment booking. If you wish to arrange a specialist appointment booking, please contact our Care Concierge service provider via hotline at +603 2166 7377 or WhatsApp at +6011 62800986, available 24 hours a day.

12. Can I give feedback on the doctor/hospital facilities through this portal?

No, this platform does not support submitting feedback on hospitals or doctors. You may share your feedback through the following channels:

i. Submit your feedback via our Net Promoter Score (NPS) survey, which will be sent to you via email or WhatsApp after your hospital discharge.
ii. Provide your feedback through your agent.
iii. Call our Customer Service Centre at +603 2775 7188 or email at customer@prubsn.com.my . Service hours are Monday to Friday, 8.30am to 5.15pm (excluding Saturday, Sunday and public holidays).

View & Download Documents

1. Where can I view and download documents in PRUServices?

You can access your Documents in PRUServices through either these paths:

• From the Main Menu, click Documents or

• Navigate to Popular Services à View Documents

Once you are in Documents section, you can filter your documents using the following options:

I. Document Category

II. Date or Duration

III. Certificate Number

IV. Document Types

2. How can I view Annual Statements for my certificates?

To view your Annual Statements documents, you may follow these steps:

I. Select Statements under the Document Category

II. Select the preferred document duration

III. Select the preferred certificate number

IV. Under the Document Types, select Annual Statements

V. Your documents will now be filtered to show only the Annual Statements documents.

VI. Click View on the document you wish to open, and it will launch on a new tab

3. How can I view and download Family Takaful Contribution Statement (FTCS) documents?

To view your Family Takaful Contribution Statement (FTCS) documents, you may follow these steps:

I. Select Statements under the Document Category

II. Select the preferred document duration

III. Select the preferred certificate number

IV. Under the Document Types, select For Income Tax Submission

V. V. Your documents will now be filtered to show only the Family Takaful Contribution Statement (FTCS) documents

VI. Click View on the document you wish to open, and it will launch on a new tab

4. How many years of previous statements are available on PRUServices?

Statements are available for the most recent 7 years.

5. Can I view my eCertificate document and endorsement slips on PRUServices?

Yes, you can view your eCertificate documents and endorsement slips on PRUServices, provided they were issued on or after 1 July 2016. You can navigate to Documents → eCertificates → filter by ‘All time’.

6. How many years of past correspondence letters are available on PRUServices?

You can view all your correspondence and notification letters for the most recent 7 years.

7. Can I view my e-Receipts?

Yes, you can view your e-Receipts under the ‘Receipt’ category.

Note: This applies only to certificates that support eReceipts. Payments made via auto recurring deduction do not generate eReceipts under the current process.

Certificate Viewing

1. Where can I have an overview of my certificate(s) information in PRUServices?

In the PRUServices homepage, go to the certificate card section and click ‘View Certificate’ on the certificate you wish to check. You will be directed to the certificate information page, which includes Overview, Benefits, Payment, Value, and Fund Details (Fund Details is applicable only to investment linked certificates)

2. Where can I view my Nomination details in the PRUServices?

In the PRUServices homepage, go to the certificate card section and click ‘View Certificate’ on the certificate you wish to check. You will be directed to the certificate Overview page. You can view your Nomination details under the Nomination/Trustee/Badal Hajj details.

Change Contact Details

1. What is Change Contact Details in the PRUServices?

Under Change Contact Details feature, you can change the following contact details in PRUServices:

a. Mobile

b. Email

c. Residential phone (if any), Business phone (if any), and Residential address

d. Correspondence address

Reminder:
To ensure you receive all important updates and notifications regarding your certificate, please make sure your contact details are always kept up to date.

2. Can I update different correspondence addresses for each of my certificates?

Yes, you can update different correspondence addresses for each of your certificates via PRUServices. To access the ‘Change Contact Details’ feature, follow either of these navigation paths:

a. Homepage → Profile icon or

b. Homepage →  Popular services →  Change Contact Details

Update Bank Details

1. Do I need to update my bank details?

Yes, you are required to update your bank details to receive any future payouts from PruBSN (e.g, claim payout). To access the ‘Update Bank Details’ feature, follow either of these navigation paths:

• Homepage → Payments Navigation Menu Bar → Update Bank Details

• Homepage → Profile → Payment Settings

• Homepage → “View More” Popular Services → Update Bank Details

2. Do I need to provide my bank account information for each of my certificates if I have more than one certificate with PruBSN?

You can choose either to update the same bank account information for all your certificates or different bank account information for each of your certificates. If you choose to update the same bank account information for all your certificates, you can do it in a single transaction.

3. Can I update my bank details even if my certificate status is Inactive?

Yes, you can update your bank account details even if your certificate status is inactive, so that you can receive any eligible future payouts.

4. Can I update my bank details using a foreign bank account?

No. The bank account must be maintained with a financial institution in Malaysia that support MEPS and Interbank Giro (IBG) services.