Claims Made Easy

Submit and track your claim the way you want to

Our Claims Promise

Our policy is to protect you and your family during life’s difficult moments. We pay your claim as quickly as possible and with compassion and care. We make it simple and easy, and only ask for necessary information.

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How to submit your claims

Via e-mail

Submit your claim with all of your required documents, receipts and forms by sending an email to our Customer Service Centre at customer@prubsn.com.my

Via your servicing Takaful agents

Submit your claims via your trusted agents and they will support your request with our digital claim platforms in PruServe Plus and Takafulnet.

FAQs

Claim Submission

Hospital Alliances Services (HAS)

Non-claimable Items

Select the type of claim

Loss of Life Claim

Ensure that all relevant documents as follows are completed:

Claim Application form completed by Nominee(s)/Claimant (not required for e-submission)
Original or Certified copy of Death Certificate (by staff or Executive/Business Development Manager at PruBSN branch or Prudential Assurance Malaysia Berhad)
Copy of Claimant(s) NRIC (if there is no nomination)
Certified true copy of proof of relationship (Marriage Certificate, Birth Certificate, Children of Claimant, Parent of Deceased) for all claimant(s) (if there is no nomination)
Direct Credit Facility Form completed by Nominee(s)/Claimant(s)

i. Additional requirements for Death due to Natural Causes (Illnesses):

1. Medical Attendance Certificate (if certificate is less than 5 years)

ii. Additional requirements for Accidental Death/Unnatural Death:

1. Police report duly certified
2. Detailed Post-mortem Report duly certified
3. Toxicology Report duly certified (if any)

iii. If death occurred outside of Malaysia:

1.Confirmation letter from National Registration Department
2. Embarkment Certificate* for foreign death duly certified
^*^{Embarkment certificate means a permission certificate to bring corpse (dead body)}^{back to Malaysia.}
3. Certified True Copy of full passport book

Important Note:
Death certificate is a mandatory requirement for death claim submission. In the absence of death certificate, we are unable to proceed with the claim. Burial permit is not acceptable for this claim.
Please retain the original physical documents as the Company may request for the originals for audit purpose. Failure to provide the original document upon request may result in the Company recovering the claims paid.

Total and Permanent Disability Claim

Ensure that all relevant documents as follows are completed:

1. Claim Application Form duly completed by Participant (not required for e-
submission)
2. Confidential Medical Certificate duly completed by the last attending doctor
3. Certified true copy of the employment termination letter
4. Certified true copy of the medically boarded out letter and SOCSO/EPF withdrawal
approval letter (if any)
5. A copy of Police Report (accident only)
6. Others: Latest physiotherapy/rehabilitation progress, doctor referral letters, blood
tests, urine tests, biopsy, MRI, CT Scan, ultrasound and all investigation reports
(where applicable)
7. Direct Credit Facility Form (if not submitted before)

You can then send a claim through an agent or via e-mail.

Critical Illness Claim

Ensure that all relevant documents as follows are completed:
The following documents are required to file a Critical Illness Claim (e.g heart attack, cancer, kidney failure)

1. Claim Application Forms (not required for e-submission)
2. Confidential Medical Certificate (for specific illness)
3. All relevant investigation result (please refer to this list)

You can then submit your claim via your servicing agent or via e-mail.

Inpatient Claims/Day Surgery

Ensure that all relevant documents as follows are completed:

1. Claim Application Form (not required for e-submission)
2. Discharge Summary
3. Hospitalisation & Surgical - Attending Physician's Statement or
Doctor's Statement (if there is no Discharge Summary)
4. Direct Credit Facility Form (if not submitted before)
5. Original bill(s)/tax invoice(s) and Original receipt(s) (including deposit and refund
receipt, if any
6. Itemised breakdown, if:
Pharmacy charges >20% of total bill/tax invoice
Laboratory charges >10% of total bill/tax invoice
7. Copy of Laboratory Test Result, X-Ray, MRI/CT scan, Ultrasound, Histopathology
report (if any)
8. Claim settlement details from third party (other insurer/employer) if claiming
balance or High Deductible Claim

For Overseas claims

Ensure that all relevant documents as follows are completed:

1. Copy of passport indicating name, dates of departure from Malaysia and arrival from
overseas (waived for Brunei & Singapore
2. Original detailed admission bill and receipt (translation of foreign language to
English, if deemed necessary)

Pre & Post Hospitalisation Claims, Outpatient Cancer Treatment, Outpatient Kidney Dialysis Treatment

Ensure that all relevant documents as follows are completed:

1. Claim Application Form (Not required for e-submission & admission using HAS
facility)
2. Direct Credit Facility Form (if not submitted before)
3. Original bill(s)/tax invoice(s) and Original receipt(s) (including deposit and refund
receipt, if any
4. Itemised breakdown, if:
Pre hospitalisation bill/tax invoice-each bill /tax invoice > RM200 (detail listing of
consultation fee, medication, test/investigation charges etc)
Post hospitalisation bill/tax invoice-each bill /tax invoice if medicine/pharmacy >
RM200 (detail listing of medicine name, unit price, prescribed quantity and supply
duration)

AMR/Emergency Accident Outpatient Treatment Claims

Ensure that all relevant documents as follows are completed:

1. Claim Application Form (required for accident detail)
2. Medical report/Accidental - Attending Physician's Statement, if total bill(s) ≥
RM500 {if total bill(s)/invoice(s) is less than RM500, attending doctor to endorse
the diagnosis (with signature and stamping) and confirm the date of accident}
3. Direct Credit Facility Form (if not submitted before)
4. Original bill(s)/tax invoice(s) and original receipt(s) (including deposit and refund
receipt, if any)
5. Itemised breakdown, if total bill > RM200
6. Copy of X-ray, MRI/CT scan report (if any)

You can then send a claim through an agent or via e-mail.

Hospital Income/Hospitalisation Benefit/Weekly Indemnity

Ensure that all relevant documents as follows are completed:

1. Claim Application Form (Not required for e-submission & admission using HAS
facility)
2. Accident Details (for Weekly Indemnity benefit claim)
3. Discharge Summary (Not required if admission using HAS facility)
4. Hospitalisation & Surgical - Attending Physician's Statement /
Accidental Attending Physician's Statement (if there is no Discharge Summary)
5. Direct Credit Facility Form (if not submitted before)
6. Copy of Sick Leave Certificate (for Weekly Indemnity benefit claim)
7. Healing Progress Report (if incomplete APS/whenever required)

You can then send a claim through an agent or via e-mail.

Important reminders before your claim submission

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
Please refer to FAQ

Checking the status of your claim

Check the status of your claim and certificate information and send the required documents in a few clicks via PruBSN Touch.

Document for Critical Illness

Find our more about document for critical illness here.

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