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Life Insurance

FAQs for Insurance
How do I file a death claim?
How can I check the status of a death claim?
Can I service my policy online?
Can I make an online payment to my life insurance policy?
Can I schedule a premium payment for a future date?
What if I want to change my current premium payment mode?
What's the date on my last premium payment?
I need a new coupon book for my policy; how do I get one?
How can I reinstate a lapsed policy?
How do I get information about my policy values?
How do I take a loan out against my Prudential policy?
How do I change my personal information (i.e., address, phone number, email)?
How do I change my Beneficiary?
Where can I find an agent after moving to another state?
How do I request a policy search?
What do I do if I've lost my policy?
How can I contact a Customer Service Representative about my insurance policy?
FAQs for Insurance
Question. How do I file a death claim?
Answer. In order to file a death claim on a Prudential policy,  contact your Prudential professional or call our Customer Service Center Mon.-Fri., 8 a.m.-8 p.m. ET at 1-800-778-2255. Be ready to provide the insured's:
  • Name
  • Date of birth
  • Date of death
  • Policy number(s).
If you are not the policy beneficiary, you may be asked for the beneficiary's address. Upon completion of the call, the Customer Service Representative will, if necessary, send a claims package along with a cover letter that documents any requirements necessary for processing the claim. Typically these requirements include a request for a certified copy of the insured's death certificate and a claim form completed by the beneficiary. The information requested in the requirements letter should be sent in the return envelope that is provided with the claim package.

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Question. How can I check the status of a death claim?
Answer. To check the status of a claim, call Prudential's Customer Service Center Mon.­-Fri., 8 a.m.-8 p.m. ET at 1-800-496-1035.

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Question. Can I service my policy online?
Answer. Through our Account Access online service, you can take the following actions with regard to your Individual Life Insurance policy:
  • Find policy values, such as death benefit, cash values, loan values, and beneficiary information.
  • Perform simple self-service on your policy, such as changing your home address, email address and beneficiary designation.
  • View policy documents, such as annual statements, premium notices and tax documents.
Enroll in Account Access now.

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Question. Can I make an online payment to my life insurance policy?
Answer. You may be able to make premium and loan payments to your life insurance policies online. First, log in, if you do not have Account Access, enroll now. Select 'Make a Payment' to see if your life policy is eligble for on-line payments. In addition to making premium and loan payments, you may be able to enroll in or manage recurring payments using payments using our electronic funds transfer service.

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Question. Can I schedule a premium payment for a future date?
Answer. Yes. If your policy is paid current, you may input your payment information and schedule the effective date of the payment up to 30 days from the current date. However, you will not be able to schedule a payment to be effective past your premium due date.

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Question. What if I want to change my current premium payment mode?
Answer. To change your current premium payment mode, please contact your Prudential agent. You can also contact our Customer Service Center at 800-778-2255. Please remember that in order to make this change over the phone, the request must be made by the owner of the policy. Please be sure to have your Prudential policy number handy.

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Question. What's the date on my last premium payment?
Answer. First, log in to your Account Access. If you do not have Account Access, enroll now. You can find this date listed as the Receipt of Last Payment Date on the Premiums page of that policy. Please keep in mind that detailed policy information may not be available for all of your policies.

You may also call Prudential's automated response system to find out the amount of your next premium payment, and when it's due, Mon.-Fri., 8 a.m.-8 p.m. ET at 1-800-778-2255. Please be sure to have your policy numbers available.

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Question. I need a new coupon book for my policy; how do I get one?
Answer. To order a new coupon book, first log in. If you do not have Account Access, enroll now.
  1. Click the Account Summary tab, which will put you into the Insurance & Investment Center Summary page.
  2. Under the My Products heading, select "New life insurance coupon book."
  3. Follow the directions on the New Coupon Book Request page.
You may also order a new coupon book using Prudential's automated voice response system. To access this service, call Prudential's Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET. Please be sure to have your policy numbers available.

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Question. How can I reinstate a lapsed policy?
Answer. You may be able to reinstate your life insurance policies online, first log in. If you do not have Account Access, enroll now.
If the lapse notice you received included a coupon for submission of money, all you need to do is submit that amount of money so that we receive it by the due date. You can easily log in to make a payment online or mail your payment and coupon to the address provided.
If the due date on the lapse notice has passed, we suggest you log in to make a payment online or call the Prudential Customer Service Center Mon.-Fri., 8 a.m.- 8 p.m. ET at 1-800-778-2255.
If the lapse notice you received advised you to contact your Prudential representative or the Prudential Customer Service Center please do so.

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Question. How do I get information about my policy values?
Answer. You can view your policy values online by logging in to our online account access service. If you have not enrolled yet for Prudential Online Account Access, you may do so by using the Login box at the top right corner of the prudential.com homepage. Select the 'Insurance, Mutual Funds & Annuities' category from the drop down menu. On the Login screen, click on the Enroll link in the First Time User box to begin your enrollment online. If you need assistance with enrollment, please call 1-800-PRU-HELP (778-4357). The "First Time Logging In" link at the top of the enrollment page shows the products supported for product owners. Once you have your username and password and have logged in to the account access service, you will be able to view your policy values. Please keep in mind that detailed policy information may not be available for all of your policies. Your other option for getting policy values is to call Prudential's automated IVR response system. The following policy value information is available through this online system:
  • Policy Face Amount
  • Policy Cash Value
  • Value of All Dividends
  • Unit Value of Each Fund (for variable life policies beginning with Q, R, or 9)
  • Balances of Each Fund (for variable life policies beginning with Q, R, or 9)
  • Fund Withdrawal Amount (for variable life policies beginning with Q, R, or 9)
  • Loan Amount Available
  • Loan Amount Outstanding
  • Policy Surrender Value
To access Prudential's automated response system, call us toll-free at 800-778-2255. Remember to have your policy numbers handy when you call. You also have the option of speaking with a customer service specialist if the information you need is not available through the automated response system, or if you have additional questions or requests.

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Question. How do I take a loan out against my Prudential policy?
Answer. Please be aware that withdrawals and loans will affect policy values and the death benefit, and thus, may have tax consequences. To request a loan or withdrawal from your Prudential policy, or to perform a cash surrender of your policy, contact your Prudential professional, or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET. Please have your policy numbers available when you call.  

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Question. How do I change my personal information (i.e., address, phone number, email)?
Answer.  Log in to your Account Access. If you do not have Account Access, enroll now.

You may change your mailing address and home telephone information using the "Update Mailing Address and Home Telephone Number" option from your Policy Profile page.

You may change your home telephone number using the "Update Home Telephone Number Only" option from your Policy Profile page.

You may change your email address using the "Update Email Address" option from your Policy Profile page.

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Question. How do I change my Beneficiary?
Answer.  Log in to your Account Access. If you do not have Account Access, enroll now.

You may change Beneficiary Information by accessing "Change
Beneficiary(ies)" from your Policy Profile page or by accessing the "Forms Library" and selecting "Request to Change Beneficiary on Life Insurance" form.

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Question. Where can I find an agent after moving to another state?
Answer. To find the nearest Prudential office, you can visit our site's office locator. This feature will find the five offices nearest your new home. You may also call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET.

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Question. How do I request a policy search?
Answer. To request a policy search, contact your Prudential professional or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET.

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Question. What do I do if I've lost my policy?
Answer. If you have lost your policy, you can request an All Values Quote Letter. This letter will provide you with current information on your policy, including your loan value and death benefit information, plus it contains everything you need to submit a claim. To request an All Values Quote Letter, contact a Prudential professional or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET.  

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Question. How can I contact a Customer Service Representative about my insurance policy?
Answer. You can call one of the following numbers Mon.-Fri., 8:00 a.m.-8:00 p.m. ET:
Individual Life Products: 800-778-2255 (Term, Whole Life, and Variable Life insurance)
Intermediate & Weekly Premium Policies: 800-575-7780 (Intermediate & Weekly Premium policy numbers generally begin with the letter M or contain nine digits)

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