1. Helping you understand your needs
We will provide you with all the information you need in order to help you identify and understand your financial needs.
You can access our information easily and quickly through the following communication channels:
- Prudential Customer Service Centers and General Agency Offices nationwide
- Prudential agency force
- Call center: 1900 54 54 98
- Email address: customer.service@prudential.com.vn
- Prudential web page: www.prudential.com.vn
- We always aim to service customers as per the set standards.
2. Helping you develop solutions
We will actively listen to you in order to provide you with appropriate financial solutions that meet your needs.
We will explain fully and clearly the respective features and benefits of each financial solution, as well as the policyholders’ obligations for your easy selection.
We need you to provide us with relevant information clearly, accurately and as adequately as you can.
3. Helping you make a purchase
We will clearly advise you on the process and what you need to do to complete the application process.
We will, via your servicing agent, keep you informed of the medical underwriting requirement (if any).
We will underwrite your proposal on the basis of accuracy, transparency and fairness to all customers.
We always strive to complete all steps in order to deliver the policy to you within the set turn-around time, in case your proposal is accepted for insurance (*).
All of your policy information is kept confidentially.
4. After sales services and on going advice / information
We will promptly and dedicatedly respond to your requests relating to your insurance policy during the policy term.
We will provide you with reasonable and practical customer care services recognizing your valued loyalty to Prudential.
We will provide you with annual updates on any bonuses that we will add to your policy value as well as relevant business activities of Prudential.
We always aim to set up diversified premium collection channels and provide you with full information for your convenience in premium payment.
When paying premium to any Prudential’s representative, you always need to take the valid receipt as the proof of your paid premium.
You need you to inform us in writing of any change of your contact address/ telephone number so that we can timely update our data to maintain our contact with you.
We value your on-going feedback on Prudential’s service and will from time to lime solicit your views on our service delivery from satisfaction questionnaires. We appreciate your honest feedback so that we can continually improve our service to you.
As your financial needs evolve as you progress through life stages such as getting married, having children, and saving for retirement, we may contact you from time to time to update you on our products that may meet your growing requirements.
If you do not wish us to contact you, please let us know and we will honor your request.
We will inform you of the details of your policy’s maturity benefit within the set turn around time (*)
5. Fixing your problems
We have a commitment to quality assurance which means that we hope that our transactions with you are always accurate and correct. However at times, we may not meet your expected level of service and during these unfortunate incidents, we will listen to you and thoroughly study all related information in order to provide the most suitable and reasonable solution to your issue/ complaint.
We always strive for the progress update of resolving your complaints (for complex matters) within set turn around time (*).
6. Paying your insurance claims
We will handle your claim request with empathy and dedication.
We will advise you how to complete the claim documents rapidly and conveniently through our current communication channels or our dedicated lines as soon as your claim request is received.
We need you to provide us with related information and documents rapidly, adequately, honestly and accurately.
We will advise you of the substituted document on a case by case basis if you can not provide us with the requested ones due to legitimate reasons.
We always aim to complete your claim request within the set turn around time (*).
If your claim does not meet the criteria as defined in your policy conditions, we will explain this to you carefully and with respect.
Note (*):
Please refer to the attached appendix about the service standards of Prudential. the above mentioned service is guaranteed in the normal business condition, excluding the circumstances of system/network breakdown or force majeure.
Appendix
Article 1: Customer service
Via telephone: Our Call Center will respond to your phone call within 3 first ring tones.
Via email: we will respond to your email within 24 working hours (except on Saturday, Sunday and holidays).
At CS counters: we will proceed your requests as soon as possible and it takes around 15 minutes for each transaction.
Article 2: Policy delivery
Within 25 days from the date you fill in your proposal, fully pay initial premium and finish all requested underwriting procedures.
Article 3: Complaint handling update
Within 5 days from complaint receiving date.
Article 4: Claim settlement
Within 30 days from the fully receiving date of all valid documents.
Article 5: Maturity information
Within 45 days before the maturity date of your policy.
