FAQs

  • 1. Frequently Asked Questions
    1. How do I pay my life insurance policy premium?
      You can pay your premium through:
      1. AutoDebit:
        • Visa or Master Credit Card
        • BCA Card
        • Permata Bank Saving Account
        • BCA Saving Account
        • Mandiri Saving Account
        • Bank Danamon Saving Account
        • BII Saving Account
        • Bank CIMB Niaga Saving Account
        • BRI Saving Account
           
      2. ATM (Automatic Teller Machine)
        • Bank BCA
        • Permata BankBII
        • Bank Panin
        • Bank CIMB Niaga
        • BNI
        • Bank Mandiri
           
      3. Internet Banking:
      4. Direct payment to Prudential's cashier at:
        1. Prudential Head Office,
          Prudential Tower, Jl. Jend. Sudirman Kav.79, Jakarta 12910
          Phone: (62-21) 2995-8888, Fax: (62-21) 2995-8899.
          Cashier Operational Hour : Mon-Fri/ 08.15 - 16.00
        2. Prudential Sales Offices and General Agency Offices,
          • Selecta Building , 2nd Fl., Jl. Listrik No. 2, Medan 20231, Tel: (061) 451 1388, Fax: (061) 452 2388
          • Wahana Bakti Pos Building, 6th Fl. Block B, Jl. Banda  No.30,    Bandung 40115, Tel: (022) 421 8990, Fax: (022) 421 8985
          • Plaza BRI 10th Fl. Suite 1008 , Jl. Jend Basuki Rachmat No.122, Surabaya 60271, Tel: (031) 547 8412, Fax: (031) 547 8413
          • Ikat Plaza , Building B, 1st & 2nd Floor, Jl. By Pass Ngurah Rai, Kuta Bali 82100 Tel: (0361) 726 528, Fax: (0361) 726 527Wisma HSBC 9th Fl. Suite 999 , Jl. Gajah Mada No. 135, Semarang 50134, Tel: (024) 844 8101, Fax: (024) 844 8102
          • BSP Complex 3rd & 4th Fl., Jl. Laksamana Bintan No. 1 Sei Panas Batam 29422, Tel: (0778) 473 330, Fax: (0778) 473 508
    2. How are payments made through ATMs at BCA?
      To make your payment through ATMs at BCA please note the following:
      1. Prepare your policy number (8 digits)
      2. Prepare the amount of premium according to your premium statement
      3. Select "Transaction"
      4. Select " Payment" - "Next Slide"
      5. Select "Insurance"
      6. Select "Prudential"
      7. Put Payment Code
      8. Key in Payment Code, add policy number/ SPAJ.
      9. Key in amount of your premium.
      10. Make sure that the numbers and amount that you have keyed in are correct.
      11. Retain your ATM slip as proof of payment

      Payment Code via ATM BCA

      Code

      Payment

      7250

      First Premium Payment (SPAJ)

      7251

      Regular Premium Payment

      7252

      Top Up

      7253

      Policy Reprint Fee

      7254

      Policy Adjustment Fee

      7255

      Card Fee

    3. How are payments made through ATMs at Bank CIMB?
      To make your payment through ATMs at Bank CIMB please note the following :
      1. Prepare your policy number (8 digits)
      2. Prepare the amount of premium according to your premium statement
      3. Select "Transaction-Payment-Other"
      4. Key in Prudential Code “401”
      5. Key in your policy number and the amount of your premium
      6. Make sure that the numbers and amount that you have keyed in are correct
      7. Retain your ATM slip as proof of payment
    4. How are payments made through ATMs at Bank Permata?
      To make your payment through ATMs at Bank Permata please note the following:
      1. Prepare your policy number (8 digits)
      2. Prepare the amount of premium according to your premium statement
      3. Select "Other Transaction", Payment" , "Insurance" 
      4. Choose Prefix Code:  
            110 : Prudential SPAJ IDR
            111 : Prudential SPAJ USD
            112 : Prudential Reguler Premium IDR 
            113 : Prudential Reguler Premium USD
            114 : Prudential TOP UP IDR
            115 : Prudential TOP UP USD
            116 : Policy  Reprint Fee 111 
            117 : Policy Adjustment Fee 
      5. Key in Prefix code then policy number
      6. Key in the amount of your premium
      7. Make sure that the numbers and amount that you have keyed in are correct
      8. Retain your ATM slip as proof of payment
    5. How are payments made through ATMs at BII?
      To make your payment through ATMs at BII please note the following:
      1. Select “Financial Transaction” on the Type of Transaction menu
      2. Select “ Insurance ” on the Type of Payment menu
      3. Select “ Currency Rupiah ” on Insurance Payment
      4. Insert Company's Code No “ 3006 Prudential ”
      5. Insert Your Policy No
      6. Insert Amount Paid
      (Payment will be recorded by PLA by the next working day)
    6. How are payments made through ATMs at Panin Bank?
      To make your payment through ATMs at Panin Bank please note the following:
      1. Insert Card
      2. Select Operating Language
      3. Insert PIN No
      4. Select " KESRA Account No 1001008788 "
      5. Select " Payment "
      6. Select " Insurance "
      7. Select " Prudential "
      8. Insert Payment Code and Policy No
      9. Insert Amount Paid
      Payment Code via ATM Panin Online
      Code
      Payment
      7250
      First Premium Payment (SPAJ)
      7251
      Regular Premium Payment
      7252
      Premium Top Up
      7253
      Policy Reprint Fee
      7254
      Policy Adjustment Fee
      7255
      Card Fee
    7. How are payments made through ATMs at BNI?
      To make your payment through ATMs at BNI please note the following:
      1. Prepare your policy number (8 digits)
      2. Prepare the amount of premium according to your premium statement
      3. Select “Payment” –Next slide
      4. Select “Insurance”, “Prudential”, Premium regular payment”
      5. Put payment code:
        • 7251 : Regular premium payment
        • 7252 : Top Up
        • 7253 : Policy Reprint fee
        • 7254 : Policy adjustment fee
        • 7255 : Card fee
      6. Key in Payment Code add policy number
      7. Key in amount of your premium
      8. Make sure that the numbers and amount that you have keyed in are correct
      9. Retain your ATM slip as proof of payment
    8. How are payments made through ATMs at Bank Mandiri?
      To make your payment through ATMs at Bank Mandiri please note the following:
      1. Prepare your policy number (8 digits)
      2. Prepare the amount of premium according to your premium statement
      3. Select "Payment, Other Payment, Insurance "
      4. Key serial number "08" or "8"
      5. Key Company Code "23000"
      6. Key in your policy number and the amount of your premium
      7. Choose kind of payment :
        Payment Code via ATM Mandiri
        Code
        Payment
        1
        Regular Premium Payment
        2
        Top Up
        3
        Policy Reprint Fee
        4
        Policy Adjustment Fee
        5
        Card Fee
      8. Make sure that the numbers and amount that you have keyed in are correct
      9. Retain your ATM slip as proof of payment
    9. Because I failed to pay the premium on time, my policy has lapsed. How do I revive my policy?
      If your policy has been lapsed for less than 6 months you will have to pay all of the outstanding premiums. 
       
      Then you will have to fill in and send a signed Revival Form to Customer Care. If your policy has been lapsed for more than 6 (six) months, you will need to contact our Customer Relations Officer through e-mail:customer.idn@prudential.co.id or if you live in Jakarta , please visit our Customer Care Centre at Prudential Tower , Jl. Jend. Sudirman Kav.79, Jakarta 12910.

      (not valid for Partnership Distribution products)
    10. What are the benefits of my policy?
      The benefits of your policy are listed in your Policy Contract.

      Should you need to know more about the contract please contact our Customer Relations Officer through e-mail:customer.idn@prudential.co.id or if you live in Jakarta , please visit our Customer Care Centre at Prudential Tower , Jl. Jend. Sudirman Kav.79, Jakarta 12910.
    11. If I change my address, how do I make sure that my next premium billing will be sent to that address?
      You can notify your change of address to our Customer Care Centre, or e-mail us at:
       
      customer.idn@prudential.co.id or fax us at: (62-21) 2995-8866. Please make sure to include your postal code and telephone number where we can contact you. 

      Your new billing address will be used on the next Billing Notification/Statement and Billing Payment Receipt.
       

      We will forward a confirmation letter to you as soon as we have included the new address/change of address in your main data on our computer.
  • 2. Claims FAQs
    1. What are documents needed to claim Critical Illnesses benefit?
       Please submit the following documents:
    2. What do I have to do to claim Death benefit?
       To claim Death benefit you need to submit the following documents:
      • Copy of laboratory and radiology test results
      • Original policy
      • Copy of beneficiary's identity card
      • Original death certificate from physician/hospital
      • Original death certificate from local authorities
      • If any, copy of letter that stating the change of the person insured and the change of the beneficiary
    3. What documents are needed to claim Accident benefit?
      You need to complete and submit the following documents:
    4. What documents are needed to claim PRUmed benefit?
      The following are documents needed to claim PRUmed :
    5. How do I claim Surgery & Nursing benefits?
      To claim the Surgery & Nursing benefits, you need to submit the following:
    6. How do I claim Total and Permanent Disability benefit?
      The following documents are needed to claim Total and Permanent Disability benefit:
    7. Note :
      1. All of the above-required documents should be submitted in Bahasa Indonesia or English. If translation into Bahasa Indonesia or English is necessary, this should be done by a certified and sworn translator. All costs pertaining to submission of claim should be borne and paid by policyholder.
      2. Forms that are available at the claim department are claim form to be filled in by policyholder/beneficiary (in the event of death), and Physician's statement to be filled in by treating/acting physician.
      3. All original documents will be returned upon legalization by PT Prudential Life Assurance.
      4. If necessary, PT Prudential Life Assurance holds the right to require additional data/information.