PRUServices

1. What is PRUServices?

PRUServices is a one-stop, self-service customer web portal designed to make it easier for you to access your certificate(s) information and manage your certificate(s) safely anytime, anywhere.

It is now accessible via URL https://pruservices.prubsn.com.my

2. What services are currently available in PRUServices?

Profile

a. Change of personal details, such as:
I. Mobile number
II. Email address
III. Residential phone
IV. Correspondence address
V. Business phone number
VI. Residential address
VII. PruBSN Marketing Consent
VIII. Third Party Marketing Consent
b. Payment Setting – Update bank details

Payments

a. Make payment (including payment for Revival within 28 days from the lapsed date)
b. Pay for family
c. Change payment frequency
d. Sign up for auto deduction
e. Update bank account details
f. Payment history

Health
a. View e-Medical card

Documents

View documents categorised under the following sections and types:

I. e-Certificates (Certificate Documents & Changes to certificate benefits)

II. Statements and e-Invoices

a. For Income Tax Submission

b. Annual Statements

c. E-Invoice

III. Letters

a. Payment Related

b. Changes to Certificate Benefits

c. Changes to Certificate / Personal Details

d. Medical Revision Notification

e. Health & Claims Notification

f. Cash Value Payout

g. Lapsed Certificate & Reactivation

IV. Notices

a. Promotions

b. About your Takaful Consultant c. Notifications

V. Receipts

a. EReceipts

b. Immediate payment acknowledgement slip

3. Why are the Claim submission, Claims Tracker, Fund Dashboard and Find Healthcare Provider features not available in PruBSN PRUServices?

Claim submission, Claims Tracker, Fund Dashboard and Find Healthcare Provider features are currently in development and will be introduced in a future enhancement phase.

4. Who is eligible to create PRUServices account?

Only PruBSN Certificate Owners (Individual Participants) are eligible to create a PRUServices account. Simply create an account using your NRIC or passport number to link your certificates.

5.  Who can access the Certificate information and perform transactions in PRUServices?

Only PruBSN Certificate Owner (Participant) who has created a PRUServices account and successfully linked their certificates can view certificate details and perform transactions within PRUServices.

6. How do I access PRUServices?

Please follow these steps to create an account and access to PRUServices:

Step 1: Visit the PRUServices portal at https://pruservices.prubsn.com.my

Step 2: Click on ‘Create account’

Step 3: Enter your NRIC or Passport/Others

Step 4: Select your preferred channel to receive the OTP (either email or SMS). OTP will be sent to the mobile number or email address registered with PruBSN.

Step 5: Enter the OTP sent to your selected channel

Step 6: Set your username using your current email address or create a new one

Step 7: Create your password, ensuring it meets the required password criteria

Step 8: Click “Create my account” to complete your PRUServices registration. You will then be redirected to the homepage.

Note: We adopt two-step verification process (password and OTP) for added security to protect your account from unauthorized access.

7. Do I need to create an account with an email address that is registered with PruBSN?

No, you can use any email address to create your PRUServices account. However, we recommend updating your profile with the latest email address to ensure you receive important notifications from us.

8. Can I login to PRUServices if I do not have an email?

No, you can’t. You will not be able to login as creating a PRUServices account requires an email address.

9. What should I do if I forgot the email address for signing in?

If you have forgotten the email address used for your PRUServices account, you can retrieve your username by following these steps:

Step 1: On the PRUServices login page, click ‘Forgot Username’

Step 2: Enter your NRIC or Passport number and click ‘Continue’

Step 3: Enter the OTP sent to your registered mobile number.

Step 4: Your email address, that is also your username, will be displayed. Click ‘Back to sign in’ to access your PRUServices account using the retrieved username.

10. What should I do if I have forgotten my password?

If you have forgotten your password, you can reset your password by following these steps:

Step 1: On the PRUServices login page, click ‘Forgot password’

Step 2: Enter the username, which is your email address and click ‘Continue’

Step 3: Enter the OTP sent to your email address

Step 4: Enter new password, follow the password criteria:

a. 8 to 16 characters long

b. Includes at least 1 number

c. Includes both uppercase and lowercase letters

d. Includes at least 1 special character from !@#$%^&+=

11. What should I do if I do not receive the One Time Password (OTP) on my mobile phone or email during account creation process?

Firstly, please confirm that you have registered your mobile number or email address with PruBSN. If your mobile number or email is incorrect or not registered with PruBSN, you will not be able to receive the OTP.

For mobile number, you may check and unblock the SMS short code setting on your mobile device. You may request a new OTP by clicking on resend OTP after the 120 seconds countdown ends.

If you have performed all the troubleshooting steps above and you are still not receiving the OTP, please contact PruBSN Customer Service for further assistance.

12. I changed my mobile number or email address through an agent or customer service. Can I get the OTP right away for account creation or sign in?

You may perform account creation or sign in on the next day once your new mobile number or email address is updated in our database.

13. How many failed password and One Time Password (OTP) login attempts are allowed before my account is locked?

For security purposes, your PRUServices account allows up to 5 consecutive incorrect password or OTP attempts. On the 6th failed attempt, your account will be temporarily locked for 15 minutes. After the 15-minute lock period ends, you may:

• Try logging in again, or

• Click ‘Forgot Password’ to reset your password

This security measure helps protect your account from unauthorized access.

14. How long will I stay signed in if there is no activity?

Your sign-in session will remain active for 15 minutes. If there is no activity detected during this period, you will be automatically logged out.

15. Can I view and manage my PAMB policy(ies) in PruBSN PRUServices?

No, PruBSN PRUServices is only applicable for managing PruBSN certificates and does not support PAMB policy(ies).

16. What languages are supported by the PRUServices?

PRUServices is available in English and Bahasa Malaysia.

17. Will there be a mobile app version for PRUServices?

Yes. Mobile app will be introduced in a future enhancement phase.

18. What are the minimum web browser versions required to access PRUServices?

The minimum web browser version/specification required for both mobile and desktop platforms to access PRUServices are as follows:

a. Mobile Browser

I. Android version 24 and above.

II. iOS 13 and above

b. Desktop Browser

I. macOS 10.15 and above

II. Microsoft Edge version 141 and above III. Google Chrome version 141 and above

IV. Mozilla Firefox version 143 and above

V. Safari version 15.6 and above

Make payment

1. What payment methods can I use in PRUServices?

I. If you are making a one-time payment, you can use the following payment methods:

a. Visa or MasterCard (Credit or Debit Card)

Note: American Express (Amex) is not accepted

b. Online Banking (FPX)

c. E-wallets (Boost, GrabPay and Touch ‘n Go)

II. If you are making a one-time payment together with sign up for auto deduction, you can only use Visa or MasterCard (Credit or Debit Card)

2. What types of payments can I make via PRUServices?

You can pay the following via PRUServices:

a. Regular Contribution

b. Auto-revival Payment (within 28 days from the lapsed date)

c. Advance Payment

3. Can I use a credit card or debit card issued by foreign banks to make payments?

Yes, you can use foreign‑issued Visa and Mastercard debit or credit cards to make payments. Please note that successful payment acceptance may depend on your card issuer’s cross‑border payment policies.

4. Can I save my payment card details for future payment?

Yes, you can choose to save the payment card details upon making the one-time payment. However, this is not the registration of auto-deduction payment for your future contribution payment.

5. Can I make an advance contribution payment for my certificate via the PRUServices?

Yes, you can make an advance contribution payment of up to 12 months from the current date.

6. Can I make multiple payment entries for the same certificate on the same day?

Yes, you can make multiple payments for the same Certificate on the same day.

7. As a certificate owner (Participant), can I pay for all my children’s certificates in one transaction?

Yes, you can, provided you are the certificate owner of your children’s certificates. Simply go to the PRUServices homepage, click ‘Make Payment’, and select all the certificates you wish to pay for. The total amount will be calculated automatically for you.

8. How do I know if my payment was successful?

Once your payment is completed, you will be directed to a payment status acknowledgment page. A “Payment Successful” confirmation screen along with your payment details will be displayed. The payment processing times are as follows:

a. For payments made before 10pm:

Your payment will be processed and reflected in PRUServices within 1 working day.

b. For payments made after 10pm:

Your payment will be processed and reflected in PRUServices within 2 working days.

9. Will a payment confirmation slip or eReceipt be issued in PRUServices?

Yes, a payment acknowledgment slip will be issued immediately after you have successfully completed your payment. You can download it from the payment status acknowledgment page, or you may also download it under Payment History.

Meanwhile, eReceipt will be issued within 48 hours after your payment is made. You can download it by navigating to Documents → Receipts. Note: Payments made via auto recurring deduction do not generate eReceipts under the current process.

Pay for Family

1. What is Pay for Family?

Pay for Family is a payment feature that allows you to add and manage up to 50 of your immediate family member’s certificates within your PRUServices account. These certificates will then be saved in your payment list, enabling you to make payments on behalf of your family members and sign up for auto deduction using a Visa or MasterCard credit or debit card even if you are not the certificate owner (Participant).

Family means spouse (husband/ wife), parents, grandparents, sister, brother, grandchild, legal guardian, nephew, niece, stepfather, stepmother, stepchild, uncle, aunty, cousin sister/ brother.

2. How many certificates can I pay for under Pay for Family?

You can pay up to a maximum of 5 certificates in a single transaction. If you have more than 5 certificates to pay, you will need to repeat the payment process. These certificates can be selected from the list of up to 50 family member’s certificates that you have added and saved as Favorites ♥ in your PRUServices account.

3. How do I know if my payment was successful?

Once your payment is completed, you will be directed to a payment status acknowledgment page. A “Payment Successful” confirmation screen along with your payment details will be displayed. The payment processing times are as follows:

c. For payments made before 10pm:

Your payment will be processed and reflected in PRUServices within 1 working day.

d. For payments made after 10pm:

Your payment will be processed and reflected in PRUServices within 2 working days.

4. Will a payment confirmation slip or eReceipt be issued if I pay for my family members?

Yes, a payment acknowledgment slip will be issued immediately after you have successfully completed your payment. You can download it from the payment status acknowledgment page, or you may also download it under Payment History.

Meanwhile, eReceipt will be issued in the family member’s PRUServices account (i.e. the certificate owner’s account) within 48 hours. It will not appear in your account if you are not the certificate owner.

Sign up for Auto Deduction

1. What is “Sign Up for Auto Deduction” on the PRUServices?

‘Sign Up for Auto Deduction’ is a feature that allows you to enrol your Visa or MasterCard credit or debit card, or set up Direct Debit from your bank account, to enable automatic recurring contribution payment deductions for your Certificate(s).

2. Can I enrol for ‘Sign Up for Auto Deduction’ using a credit/debit card issued by foreign banks?

Yes, you can enrol using a foreign‑issued Visa and Mastercard debit and credit cards except for American Express. Please note that successful enrolment and payment acceptance may depend on your card issuer’s cross‑border payment policies.

3. Will I be charged for the auto deduction enrolment via this feature?

Yes, charges will be applied depending on the payment method used during enrolment:

Visa or MasterCard credit/debit card: RM5 charge will be applied. This amount will be utilised as part of your next contribution payment.

Direct Debit from bank account: RM1 charge will be applied for verification purposes, and this amount will be refunded back to your bank account.

4. Can I enrol the recurring contribution payment for multiple certificates in a single transaction?

Yes, you can enrol auto recurring contribution payments for multiple certificates within a single transaction.

Change payment frequency

1. What is ‘Change Payment Frequency’?

“Change Payment Frequency” is a feature that allows you to adjust your Certificate(s) payment frequency based on your preference and the terms of your Certificate(s). You may choose to change:

• from a higher frequency to a lower frequency (e.g., monthly to yearly), or

• from a lower frequency to a higher frequency (e.g., yearly to monthly).

2. Will there be any contribution payment required if I change my payment frequency?

Yes, the payment requirement depends on the direction of the frequency change:

• Changing from a higher frequency to a lower frequency (e.g., monthly to yearly): You are required to pay the full contribution amount up to your next certificate(s) anniversary date before the change can take effect.

• Changing from a lower frequency to a higher frequency (e.g., yearly to monthly): No contribution payment is required, and the change will take effect immediately.

3. Can I pay the balance of contribution required from change of payment frequency (if any) via PRUServices?

Yes, you can pay the balance of contribution required (if any) during the Change of Payment Frequency application through PRUServices. Payments can be made using the following methods:

• Visa or MasterCard credit/debit Card

• Online Banking (FPX)

Payment History

1. Can I view or download all my certificate payment history records in PRUServices?

Yes, you can view and download all your certificate payment history records in PRUServices. This includes transactions made through all payment methods including both successful and failed payment transactions.

2. How long are the payment history records available in PRUServices?

You can view and download up to 1 year of payment history records in 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.

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.