FAQ

1. General Questions

Please kindly contact us through:

  • Our Contact Center via (+855) 23 964 222/1800 21 22 23 (free of charge), Monday to Friday, from 7:30 am to 6:00 pm (except on public holidays) OR
  • Our Life Insurance Specialist/Life Insurance Consultant OR
  • Our Prudential Cambodia Customer Service Center at Phnom Penh Tower, Ground Floor, #445, Preah Monivong Blvd, Boeung Prolit, 7 Makara, Phnom Penh, Cambodia, Monday to Friday, from 8:00 am to 5:30 pm (except on public holidays) OR
  • Our Prudential Center, California House, the 4th floor, Russian Federation Blvd, Phnom Penh, Monday to Friday, from 8:00 am to 5:30 pm (except on public holidays) OR
  • info@prudential.com.kh
  • Examine the premium payment schedule enclosed in the Policy Kit (For policies issued from 15 September 2016) OR
  • Contact our Contact Center via (+855) 23 964 222/1800 21 22 23 (free of charge), Monday to Friday, from 7:30 am to 6:00 pm (except on public holidays).

Prudential Cambodia also sends you automated SMS reminder as follows:

  • 15 days before the due date, for monthly premium payment frequency (the 4th month only)
  • 30 days and 15 days before the due date, for semi-annual and annual premium payment frequency.

You are required to fill in the Request for Changing Premium Method form and submit to your Life Insurance Specialist/ Life Insurance Consultant or Prudential Cambodia Customer Service Center, or e-mail to info@prudential.com.kh. Your premium amount will be changed based on your new premium payment method.

You are requested to cancel the old standing order if any, or submit a new standing order to bank if you pay by your bank account.

Note: Changing of premium payment method will be effective on the policy anniversary. Please submit the request at least 30 days before the anniversary date.

You are required to fill in the Policy Service Request on Customer Information Form to change your personal information such as (address, phone number, email, etc.), then submit the form to your Life Insurance Specialist/Life Insurance Consultant or Prudential Cambodia Customer Service Center, or email to info@prudential.com.kh.

You can change or add your beneficiaries at any time by filling in the Policy Service Request on Beneficiary form, then submit it to your Life Insurance Specialist/Life Insurance Consultant, or Prudential Cambodia Customer Service Center, or email to info@prudential.com.kh with the following documents:

Supporting documents such as National Identity Card, Passport, Driving License, or Birth Certificate (under 18 year-old)

Proofs of relationship between Life Assured and Beneficiary such as Family Book, Residential Book, Married Certificate, or Birth Certificate, etc.

Please kindly contact our Life Insurance Specialist /Life Insurance Consultant, or our Contact Center via (+855) 23 964 222/1800 21 22 23 (free of charge), or our claim hotline (+855) 95 964 222 (24h/7), or Prudential Cambodia Customer Service Center Monday to Friday, from 8:00 am - 5:30 pm (except on public holidays). Please submit all required documents such as:

  • Claim Form
  • Beneficiary’s Identity card
  • Original Life Insurance Certificate or Notice on Loss of Life Insurance Certificate
  • Original Death Certificate or Total and Permanent Disability (TPD)
  • Other accident or illness/treatment evidences from hospital/clinic, and/or authority

Note: Depending on nature of the claim, additional documents may be required.

You are required to fill in:

  • Policy Reinstatement Request Form
  • Pay all unpaid premium. If your current premium payment frequency is monthly, you have to pay all unpaid premium plus additional 1 month installment
  • Health Declaration Form

Note: Lapsed policy is required to underwrite the health if there is a change in your health condition. If lapsed policy is over 6 months, the Life Assured will be subject to underwrite refer to terms and conditions.

Prudential Cambodia offers a grace period of 30 days with full coverage after the premium payment due date. After this period, if you still fail to pay the premium, your policy will be lapsed and you will not be covered in the event of claim. You can request to reinstate your lapsed policy within 24 months after premium payment due date, but no later than the end of policy term. Lapsed policy is required to underwrite the health if there is a change in your health condition. If lapsed policy is over 6 months, the Life Assured will be subject to underwrite refer to terms and conditions.

Prudential Cambodia will send you an automated SMS and email after the renewal premium is successfully deducted to Prudential Cambodia’s account.

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